Partner Disputes
noon Sellers may sometimes find issues or discrepancies on
their forward or reverse stock transfers despite noon’s rigorous efforts, thus,
noon has designed a mechanism that will allow such problems or discrepancies to
be reported. This mechanism is called Partner Disputes.
Dispute Types & Reasons
Tabulated below are the four different types of Partner
Disputes:
DirectShip
NDR Disputes - This type of dispute can be raised when there is a
damaged non-deliverable DirectShip shipment return received by the seller.
The seller can raise the dispute for the following reasons and can only be
raised if the return has been marked “Damaged” at the time of receiving
and within 15 days from the delivery date:
a. Damaged Shipment
b. Wrong Item Received
DirectShip
CIR Disputes - This type of dispute can be raised where there is an
issue with the DirectShip Customer Initiated Returns. Such disputes must
be raised within 7 days from the return delivery date. The seller can
raise the dispute for the following reasons:
a. Damaged Returns
b. Wrong Item Returned
c. Locked Electronic Devices
d. Empty Box
e. Lost Return Shipment
RTV
Shipment Disputes - This type of dispute can be raised when there is
an issue(s) with the item(s) received from either a Saleable or
Non-Saleable inventory removal shipment or RTV (Return-to-Vendor). Such
disputes must be raised within 15 days from the delivery date. The seller
can raise the dispute for the following reasons:
a. Shipment not received
b. Shipment confiscated
c. Item(s) or part(s) missing
d. Damaged item(s)
e. Wrong item(s)
f. Mixed reasons
Item
Graded Disputes - This type of dispute can be raised when there is an
issue with the received item from a requested Non-Saleable (NDR and
CIR) inventory removal shipment. Such disputes must be raised within
15 days from the delivery date and the seller can raise the dispute for
the following reasons:
a. Missing part(s)
b. The seal is broken
c. The item is physically
damaged
d. Empty box received
e. Locked unit
f. Wrong item received
g. System says delivered but
product not received
Dispute Creation Process
Creating a Partner Dispute is easy and you can follow these
steps according to the Dispute Type.
DirectShip NDR Disputes
Sellers can follow these steps to create a DirectShip NDR
Dispute provided that the return shipment has been marked “Damaged” at the time
of receiving. If the shipment was not marked “Damaged” during receiving, it
will not be eligible for a dispute creation even if it’s still within 14 days
from the delivery date.
Log
in to your Seller Lab
Go
to Fulfilled by Partner
Click
on Transfers
Click
on Return Shipments
Input
the Shipment AWB in the search box and press Enter
Click
on the Create Dispute button located under the Action tab
Select
the Dispute Reason from the Dispute Reason dropdown field
Add
your comments in the Dispute Description field
Upload
additional images (this is optional) in the Extra images (optional) box
Click
on the Create Dispute button
DirectShip CIR Disputes
Sellers can follow these steps to create a DirectShip CIR
Dispute provided that the return shipment has already been marked delivered and
within 7 days from the delivery date.
Log
in to your Seller Lab
Go
to Fulfilled by Partner
Click
on Customer Returns
Input
the Return ID, AWB number, or the Order ID on the search box and press
Enter
Click
on View Details
Click
on File New Claim
Select
the Claim Reason from the Claim Reason dropdown field accordingly
Add
your remarks in the Describe Your Claim field
Attach
the images of the item and its packaging
Tick
the confirmation clause
Click
on the Submit Claim button
RTV Shipment Disputes
Sellers can follow these steps to create a Shipment-Level
Dispute provided that the return shipment has a terminal status (delivered,
collected) and is within 14 days from the delivery date:
Log
in to your Seller Lab
Go to
Fulfilled by Noon
Click
on Returns
Input
the AWB in the search box and press Enter
Click
on the View Shipment button
Click
on the Create Dispute button
Select
the Dispute Reason from the dropdown field
Add
your Dispute comments
Attach
your images to support your claim
Click
on the Create Dispute button
Item Graded Disputes
Sellers can follow these steps to create a Shipment-Level
Dispute provided that the return shipment has a terminal status (delivered,
collected) and is within 14 days from the delivery date:
Log
in to your Seller Lab
Go to
Fulfilled by Noon
Click
on Returns
Input
the AWB in the search box and press Enter
Click
on the View Shipment button
Click
on the Create Dispute button located under the Action tab
Select
the Dispute Reason from the dropdown field
Select
the expected resolution grade
Add
your Dispute comments
Attach
your images to support your claim
Click
on the Create Dispute button
Tracking your Partner Disputes and Understanding their
Statuses
You can easily track your Partner Disputes via your Seller
Lab. This section guides you through the different ways to track your disputes
depending on their type and understanding their statuses.
DirectShip NDR Disputes
You can easily track your DirectShip NDR Disputes by
following these simple steps:
Login
to your Seller Lab
Go
to Fulfilled by Partner
Click
on Transfers
Click
on Dispute Requests
Search
using the Dispute number or AWB
Click
on the Dispute Number to view more detailed information
Below are the different statuses of your DirectShip NDR
Disputes and their meaning:
Unresolved:
the dispute is open and the resolution is pending
Accepted:
the dispute that has been solved with a payout
Rejected:
the dispute is resolved without any payout
Reappealed:
the dispute resolution has been re-appealed
Reappeal
Accepted: the re-appeal has been accepted and is resolved with a
compensation (or additional payout)
Reappeal
Rejected: the re-appeal is rejected and the previous
resolution/decision stands
DirectShip CIR Disputes
Login
to your Seller Lab
Go to
Fulfilled by Noon
Click
on Customer Returns
Search
using the Return ID, AWB number, or the Order ID
Click
on View Details
Click
on See Claim Details to view more detailed information
Below are the different statuses of your DirectShip CIR
Disputes and their meaning:
In
Progress: the case is open and pending resolution
Approved:
the case is solved with a compensation
Rejected:
the case is solved without any compensation
RTV Shipment Disputes
Log
in to your Seller Lab
Go to
Fulfilled by Noon
Click
on Returns
Search
using the AWB or the Dispute Number (you can also click on Advanced
Filters and select the Dispute Status)
Click
on the Shipment AWB number
Click
on the View Dispute button located in the upper right-hand corner to view
more detailed information
Below are the different statuses of your RTV Shipment
Disputes and their meaning:
Disputed
Opened: the dispute is open and pending resolution
Disputed
Accepted: the dispute is accepted and solved with a payout
Disputed
Rejected: the dispute is rejected and solved without any payout
Item Graded Disputes
Sellers can follow these steps to create a Shipment-Level
Dispute provided that the return shipment has a terminal status and is within
14 days from the delivery date:
Log
in to your Seller Lab
Go
to Fulfilled by Noon
Click
on Returns
Search
using the AWB or the Dispute Number (you can also click on Advanced
Filters and select the Dispute Status)
Click
on the View Shipment button
Click
on View Dispute under the Action tab to view more detailed information
Below are the different statuses of your RTV Shipment
Disputes and their meaning:
Disputed
Opened: the dispute is open and pending resolution
Disputed
Accepted: the dispute is accepted and solved with a higher grade
Disputed
Rejected: the dispute is rejected and solved at the same grade
Re-appealing a Partner Dispute Resolution
Re-appeal is a process that can be utilized by the sellers
if they are not satisfied with the resolution given for their disputes/claims.
Re-appealed dispute cases will be subject to further investigations and
approvals. The decision on the re-appealed dispute cases will be considered
final and binding.
Below are the simple steps for re-appealing Partner
Disputes:
DirectShip
NDR Disputes Re-appeal Process
a. Log in to Seller Lab
b. Go to Fulfilled by Partner
c. Click on Transfers
d. Search for the Dispute
using the Dispute Number or Shipment AWB
e. Click on View Dispute
f. Click on the Reappeal
button located in the upper-right-hand corner
g. Add your re-appeal remarks
h. Attach images that will
support your re-appeal claim
i. Click on the Create
Reappeal button
DirectShip
CIR Disputes Re-appeal Process
a. Reply to the resolution
email communication that is sent by the Seller Support team within 7 days from
the email delivery date
b. Make sure to add your
re-appeal comments
c. Attach supporting
documents/images
a. Reply to the resolution
email communication that is sent by the Seller Support team within 7 days from
the email delivery date
b. Make sure to add your
re-appeal comments
c. Attach supporting
documents/images
a. Reply to the resolution
email communication that is sent by the Seller Support team within 7 days from
the email delivery date
b. Make sure to add your
re-appeal comments
c. Attach supporting
documents/images
Important notes on the Partner Dispute Re-appeal process
Sellers
can only re-appeal once and should be within the allowable timeframe
Re-appealed
dispute cases will be subject to further investigations and
approvals.
The
decision on the re-appealed dispute cases will be considered final and
binding.
Tracking your Partner Disputes Payments
You can easily track your Partner Dispute Payments by
following these simple steps:
Login
to your Seller Lab
Go to
Payments & Fees
Click
on Statements & Invoices
Click
on Payments
Under
Payments > Statement Details, you will see your weekly statements with
these fee type codes (provided that you have recently accepted disputes)
a. DirectShip NDR Disputes Fee
Type Code: NDR Dispute Reimbursement
b. DirectShip CIR Disputes Fee
Type Code: Directship Returns Dispute Fee
c. RTV Shipment Dispute Fee
Type Code: RTV Dispute Payout
d. Item Graded Dispute Fee
Type Codes:
i.Graded Non-Deliverable Returns (NDR): NDR Grading Payout
ii.Graded Customer-Initiated Returns (CIR): Damaged Returns Fee
Important notes about Partner Disputes
noon
reserves the right to reject Partner Disputes if the seller is
non-responsive or not able to provide the requested supporting documents
or images
noon
reserves the right to penalize the seller (monetary or non-monetary) if
found to be fraudulent or proven that the Partner Disputes mechanism is
being used inappropriately or in an abusive manner
Approved
dispute payouts are net of commissions and any relevant noon fees
For
any item which is ‘Beyond Economic Repair’, noon will pay a maximum of
‘Grade N’ (for item grading disputes) and 80% (for the remaining
categories of disputes).
noon’s
decision on the disputes will be considered final and binding
- noon
reserves the right to make any amendment/ changes to this policy without
any prior notice. It is the Seller’s responsibility to check this policy
for any updates or changes.
Partner Disputes Frequently Asked Questions (FAQs)
Question: When should I create a dispute?
Answer: You should create a dispute once the return
shipment has already been marked with a terminal status (delivered, collected)
and within the allowed timeline (14 days from the delivery date for DirectShip
NDR Disputes, Item Graded Disputes, and RTV Shipment Disputes while 7 days from
the delivery date for DirectShip CIR Disputes).
Question: What should I do if I am not able to
create a dispute?
Answer: If you’re not able to create a dispute,
make sure to check that you have the correct shipment AWB, it is still within
the allowed timeline (14 days from the delivery date for DirectShip NDR
Disputes, Item Graded Disputes, and RTV Shipment Disputes while 7 days from the
delivery date for DirectShip CIR Disputes), and the shipment status is terminal
(delivered, collected). In case that shipment AWB is correct, it’s still within
the allowed timeline and has a terminal status but you’re still unable to create
a dispute against it, please contact our Seller Support via the Support Center.
Question: Can I create a dispute against a
non-deliverable (NDR) DirectShip shipment that was not marked “Damaged”?
Answer: Unfortunately, the system will not allow
you to create a dispute against a non-deliverable (NDR) DirectShip return if
you have not marked it “Damaged” at the time of receiving it.
Question: Can I create a dispute for a confiscated
shipment?
Answer: Yes, you can create a dispute for a
confiscated shipment if it was mistakenly confiscated. This applies to RTV
Shipments only. Before dispute creation, we recommend that you learn more about
our
Inventory
Confiscation Policy
Question: What happens if my RTV shipment is
lost? Will I get compensated?
Question: I’m getting an error when I am trying
to create a dispute, what should I do?
Answer: If you’re getting an error or in some
cases not able to see the Create Dispute button (despite the return shipment
being eligible for a dispute creation) when trying to create a dispute on your
Seller Lab, please try to refresh your browser and clear your browser’s cache
and cookies. If doing these steps does not solve the issue, please contact our
Seller Support via the Support Center.
Question: When should I expect my dispute
payout?
Answer: You can expect that your accepted dispute
payments will be generated in the upcoming weekly statements.
Question: My dispute is accepted but I didn’t receive
the payment, what should I do?
Answer: If you have an accepted dispute and it’s not
included in your weekly statements, please contact our Seller Support via the
Support Center.
Question: I am not able to upload images when I am
creating a dispute, what should I do?
Answer: If you are unable to upload images when
you’re on the dispute creation page, please try to refresh your browser and
clear your cache and cookies. Keep in mind that you’re only allowed to upload
images that have a file size of 5 MB. In case the steps provided do not solve
the problem, please contact our Seller Support via the Support Center.
Question: Is there a way to create multiple disputes
in bulk or at the same time?
Answer: Unfortunately, there is no way to create Partner Disputes in
bulk. Each Partner Dispute is unique and you need to select the appropriate
dispute reason and attach images as proof to back up your claim(s).
Question: I was on vacation and failed to file a
dispute/claim within the allowable time, can I ask for an exception?
Answer: Unfortunately, we cannot give any exceptions since it is the
seller’s responsibility to create their disputes or file their claims within
the allowed timeframe. If you still need further assistance, please contact our
Seller Support via the Support Center.
Question: I was not able to mark the non-deliverable
(NDR) DirectShip shipment “Damaged” due to a technical issue on both the app
and the web, what should I do now?
Answer: If you’re not able to create a dispute due to the NDR DirectShip
shipment being not marked as “Damaged” at the time of receiving due to
technical reasons, please contact our Seller Support via the Support Center and
share any proof that will help them validate your claim. An exception may be
given if your claim is deemed valid.
Question: I am not satisfied with the dispute
resolution, what can I do?
Answer: If you are not satisfied with the resolution given to your
dispute case/claim, you can file for a re-appeal. Please keep in mind that you
can only re-appeal once and it should be within the allowable timeframe. Make
sure that you attach supporting documentation/images in your re-appeal request
as it will be subject to further investigation and approvals.
Question: How long does a dispute get resolved?
Answer: Generally, Partner Dispute resolution takes
at least 14 business days and the timeframe may vary depending upon the nature
of the dispute and the investigation process. If you have an open dispute case
that is already beyond this timeframe and you are not getting any feedback from
the Seller Support team, please make a follow-up via the Support Center.
That’s it!
Got questions?