DirectShip Seller Returns: Dispute and Reimbursement Policy

DirectShip Seller Returns: Dispute and Reimbursement Policy


This article is designed to provide clear and concise information on how to handle various seller returns reimbursement claims or disputes. Whether you're dealing with damaged returns, wrong items, or lost shipments, this guide has you covered.

Main dispute reasons

1.       Damaged Returns: Damaged packaging/product or missing accessories.

2.       Wrong Item Returned: Receiving items different from what was shipped.

3.       Locked Electronic Devices: Devices returned with security locks.

4.       Empty Box: Return shipments containing no main product.

5.       Lost Return Shipments: Shipments lost or undelivered by Noon's Logistics Team. 

Seller Reimbursement Claim Window

As a Noon DirectShip Seller, you have a 7-day window to file a reimbursement claim. This period starts from the date the DirectShip return shipment is marked

as delivered in our system or the Seller Lab. Please note, claims filed outside this 7-day window will not be eligible for reimbursement.

Seller Reimbursement Claim Requirements

To streamline the process, here’s a breakdown of the documentation needed for different dispute reasons:
  • Damaged Returns:

o    Image of return shipment AWB.

o    Detailed description of the claim/damage/issue.

o    Image of the item’s packaging/box (if packaging is damaged).

o    Image of the damaged product (if product is damaged).

o    IMEI/SN Number (for applicable items).

o    Video evidence (for electronic devices, showing functionality or lock status).

·         Wrong Item Returned:

o    Image of return shipment AWB.

o    Detailed description of the claim/damage/issue.

o    Image of the item received.

o    IMEI/SN Number (for applicable items).

·         Locked Device:

o    Image of return shipment AWB.

o    Detailed description of the claim/damage/issue.

o    Image of the item received.

o    IMEI/SN Number (for applicable items).

o    Video evidence (for electronic devices, showing functionality or lock status).

·         Empty Box:

o    Image of return shipment AWB.

o    Detailed description of the claim/damage/issue.

·         Lost Return Shipments:

o    Raise a dispute from seller lab

Note: Additional information, images, or videos may be requested by noon to resolve your claims or disputes effectively.

Seller Reimbursement Grid 

Tabulated below are the different item grades, the criteria to be met along with the reimbursement rate, and the requirements when filing a dispute or a reimbursement claim:

Item Grade Description

Criteria to be met

Item Grade Reimbursement rate

Pristine condition: the item does not have any damages or defects, the seal (if applicable) is intact, and in a saleable condition
  • The item is intact
  • No signs of damages
  • The seal is intact (for sealed products)

0%

Damaged packaging: the item’s box/packaging is damaged
  • Dents on the box/packaging
  • The seal may be intact or broken (for sealed products)
  • The product does not have any physical damage(s)
  • The product is not activated (for smart electronic devices)

Example: A tear is found on an electronic accessory’s packaging but the item itself is intact.

15%

Minor product damage: the product has minor physical damage(s) that affects its physical appearance but does not impair any of its functionality
  • The item’s packaging may be damaged
  • Minor dents or scratches to the product
  • Small cuts, tears, or stains found on the product
  • Accessories may be missing
  • The product is fully functional
  • The product may have been activated (for smart electronic devices)

Example: An iPhone has minor scratches on it’s screen but it does not have any functionality defect caused by the minor scratches.

20%

Moderate product damage: the product has physical damage to its part(s) that has a major effect on its physical appearance but does not impair its functionalities; the damaged part(s) is also replaceable
  • The item’s packaging may be damaged
  • Major dents or scratches found on the product
  • Major tears or cuts found on the product
  • Accessories may be missing
  • The product is fully functional
  • The product may have been activated (for smart electronic devices)

Example: A significant damage is found on a mobile phone’s screen but tapping or swiping on it is still fully functional.

35%

Item is unrepairable: the item is beyond economic repair or the damage(s) is irreversible
  • The item’s packaging may be damaged
  • Accessories may be missing
  • The product may have been activated (for smart electronic devices)
  • A part(s) is heavily damaged causing the product not to function properly or as expected

Example: An iPhone’s lower front screen is heavily damaged causing the screen’s unresponsiveness and the speakers not to work.

80%

Locked device: an electronic device is returned with a username/passcode/ face ID
  • The item’s packaging may be damaged
  • The seal is broken/opened
  • Accessories may be missing
  • The product may have been activated (for smart electronic devices)
  • Seller-scanned IMEI/SN matches the returned item’s IMEI/SN
  • The username or the logged-in email ID matches the customer’s name or email ID

Example 1: An iPad is locked with the customer’s personal details (apple ID)

Example 2: An iPhone cannot be accessed since the passcode/faceID was not removed/deactivated by the customer.

80%

Wrong item returned: the item returned is completely different from what was originally fulfilled/shipped by the seller
  • The returned item does not match the category or description/specifications of the originally fulfilled/shipped item
  • The item’s packaging may be damaged
  • The item may have been activated
  • The item may be damaged
  • Accessories may be missing
  • The item may not be authentic

Example 1: The seller shipped a type C adapter but received a set of crayons as a return

Example 2: The seller shipped an authentic iPhone unit but received a fake iPhone unit as a return.

80%

Empty box: the seller receives an empty box
  • The seller may have received the item’s box only or just the noon’s box/flyer/packaging
  • An accessory(s) may be available but the main product is not

Example 1: The seller receives a return from the delivery associate  but there’s nothing inside the noon’s packaging/box

Example 2: The seller receives a return from the delivery associate, the item is an iPhone but only the cable wire is present/available in the box and the iPhone itself is missing.

100%

Important points:

  • Items with manufacturing defects or dead on arrival are not eligible for reimbursement.
  • Non-compliance with Noon’s DirectShip Packing Guidelines resulting in damage voids compensation.
  • Fake, expired, pre-activated, or used products are not eligible for compensation, regardless of customer-caused damages.
  • Missing accessories may lead to reimbursement of the accessory's value or 15% of the item's net value (after deducting applicable fees and commissions).
  • Noon strictly prohibits any abuse of the Seller Reimbursement Claim system.



That’s it!


Got questions?

Contact us at seller@noon.com 





(after fees and              commissions).  


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