Key Guidelines for Disputes

1. Measurement Variance Tolerance:
• Product measurements captured by Noon’s volumetric weighing machines may have a variance of 5% from actual values.
• Disputes raised within this tolerance range may or may not be accepted.
2. Accepted Disputes – Future Charges:
• For all accepted disputes, any future fees or charges (calculated after the dispute creation date) will reflect the revised measurements.
3. Accepted Disputes – Fee Refund for Past 30 Days:
• If applicable, fees charged for the past 30 days will be revised, and any overcharged amounts will be refunded.
4. Within Tolerance Range – No Refund:
• If the updated measurements after reevaluation fall within the 5% tolerance range, no refunds will be issued for past charges.
• However, the new measurements will be used for all future fee calculations.
5. Dispute Frequency:
• Sellers can dispute the measurement for a specific P-Barcode only once every 60 days.
6. Invalid or Vague Measurements:
• If the seller submits vague or improbable measurements not aligned with the P-Barcode, the dispute will be rejected.
• If sellers want to raise bulk disputes on their behalf, they should send to seller@noon.com with providing the list of p-barcodes, expected dimensions and "in case of out of stock" images also should be provided as proof of measurements. 
7. Out-of-Stock Items:
• Reevaluation will not occur for out-of-stock P-Barcodes. These will remain in the Out of Stock section of the dispute dashboard.
• To reevaluate, sellers must respond to Seller Support’s communication emails within 7 days by either:
• Providing proof of measurements.
• Inbounding the items to Noon.
8. Final Verification:
• If a P-Barcode is disputed again after a recent reevaluation, Noon’s measurements will be considered final and binding (if sellers provide measurement which vary from noon's verified measurement, Noon's measurement will govern)
9. Policy Updates:
• Noon reserves the right to modify or amend this policy without prior notice.
• Sellers are responsible for reviewing the policy regularly to stay informed of any updates.

VM Dispute Types:

FBN Volumetric Measurement Disputes

How to Raise a Dispute for FBN Items

Log in to Seller Lab:

• Go to FBN Fees > add the p-barcode - then report an issue.

• Locate the product and submit a remeasurement request.

FBN Fees Dashboard Tabs (Request Statuses)

The FBN Fees Dashboard includes three tabs that allow you to track the progress and resolution of your products' remeasurement requests. The following table provides an explanation of the tabs in the dashboard, and the statuses that accompany your disputes at every stage:

Tracking VM Disputes

Disputes for FBN products can be tracked on the Seller Lab dashboard:

• Go to FBN Fees >Track VMS disputes.

Dispute Resolution Scenarios

Tabulated below are the possible dispute scenarios along with their respective resolution:

Rejection reason codes

Following are the various rejection reason codes and their meanings.

1. Invalid input: The dimensions submitted look improbable for the product type.

2. Measurement within tolerance range: The measurement are within the tolerance range.

3. Recently reevaluated: The measurement are accurate. A recent reevaluation of the SKU has been conducted. 

4. Fees within tolerance range: The change in the fees is as per stated policy and within the tolerance range.

Important notes:

·         Tolerance Range: Measurements captured by Noon’s VMS machines may vary by up to 5% from actual dimensions. Disputes within this tolerance range may not be accepted.

·         Noon’s Final Decision: Noon’s decision on disputes is considered final and binding.

·         Policy Changes: Noon reserves the right to amend this policy without prior notice. Sellers are responsible for staying updated on any changes. Click here to access the noon Partner Disputes Guidelines & Policy

·         Use the FBN Fee dashboard  to check product dimensions and fulfillment fees.

·         Refer to the Inventory Dashboard to download product dimensions for all inventory.

FAQs for Dispute and Rejection Reasons:

Q: What is the SLA for resolving pending disputes?

A: The SLA for resolving VMS disputes is 7-15 days. Sellers must respond to VMS communication emails within 7 days of initiation, especially in cases of out-of-stock items.

Q: Can I create a new dispute for a closed dispute?

A: Yes, but the SLA for creating a new dispute on a previously closed dispute is 60 days.

Q: Why was my dispute rejected for the reason "Recently reevaluated"?

A: The measurements are accurate, as a recent reevaluation of the SKU has already been completed.

Q: Why was my dispute rejected for the reason "Measurement within tolerance range"?

A: The measurements are within the tolerance range of 5%. Refer to important notes above.

Q: Why was my dispute rejected for the reason "Invalid input"?

A: The dimensions submitted do not appear logical or do not match the product type.

Q: Why was my dispute rejected for the reason "Fees within tolerance range"?

A: The change in fees is in accordance with the stated policy and falls within the tolerance range. Check important notes above for more details.

Q: What happens if the dimensions are not captured?

A: The dimensions will be scanned once the FBN stock is available in noon's warehouses.

Q: Why are new dimensions not reflected after my dispute was approved?

A: The new dimensions are not reflected yet because the FBN stock is currently unavailable in noon's warehouse. A fresh scan by the VMS machine will be conducted as soon as the stock becomes available.