FBP Order Cancellation & Rejection Policy

FBP Order Cancellation & Rejection Policy

This article provides an essential overview of the Fulfilled By Partner (FBP) model, detailing key terms and policies crucial for sellers operating within this framework on noon.

1. Key Terms for FBP Model

          -Estimated Shipping Date (ESD): Calculated as Order Date + Processing Time (PT) + noon pick-up time. For Drop-off mode sellers, ESD equals Order Date + PT.

          -Expected Delivery Date (EDD): Defined as ESD plus the time taken by noon to deliver to customers.

          -Processing Time (PT): The time (in days) set by sellers in Seller Lab to process an order.

Note: PT extension for an existing order is not possible. 

2. Available Fulfillment Methods 

FBP offers several methods, including:
  • DirectShip: It is a back-to-back selling model that is ideal for selling standard and oversized items that do not require installation. Sellers use the ‘Supply Chain’ mobile application for order and return management. Learn More About DirectShip

Download the Supply Chain Application


  • Bulky DirectShip: Suitable for bulky items not requiring installation. Noon handles customer delivery.

Mandatory guidelines for Bulky DirectShip


  • Direct Delivery: For bulky items requiring installation, delivered directly by the seller’s fleet.

Mandatory guidelines for Direct Delivery.

Note: Operating on Bulky DirectShip and Direct Delivery will depend upon the dimensions of your products. You need to send us a request at seller@noon.com to operate on Bulky DirectShip or Direct Delivery, which will be subject to approval.

3. Fulfillment and Shipment Handover Guidelines

 Shipment handover to noon can be done in two ways:
  • Pick-up Mode: Noon picks up shipments from the seller’s warehouse.

  • Drop-off Mode: Sellers drop off shipments at selected locations.

Please note, you are only permitted to drop off at your designated hub.

4. Order Cancellation and Rejection Policies

•    You are expected to set a realistic offer Processing Time (PT) based on your ability to prepare and hand over shipments to noon, and are expected to adhere to the same to avoid any penal actions. The permissible processing time is from 1 day to 10 days. The fastest and preferred fulfillment time is the ‘Quick fulfill’ option which is (6-24 hours)

•    You are expected to process all orders within the defined PT. In case your products are unavailable, you should promptly reject the orders. Cancellation charges will apply to any orders rejected/canceled by you and will negatively impact your performance.

•   noon has the right to reject/cancel an order if the item is not processed up till ESD (Estimated Shipping Date). Further, orders processed (packed or scanned) but not handed over will be auto-rejected/canceled by noon once the ESD is breached.

Note: Noon may cancel your order for the following reasons:

1-Order Processing Delays (ESD Breached): The order was not processed within the specified time.

2-Seller Rejection: The order was rejected by the seller.

For any other reason, please contact Seller Support.

5. Shipment Handover Timings

  • Shipments packed or scanned before 10 a.m. local time are collected the same business day.

  • Shipments packed or created after 10 a.m. are picked up the next business day.

  • Sellers are advised to start processing items 24 hours before the end of their PT.

I don't want noon to call me for collection. Just come and pickup. Possible?
It is automatically assigned and we don't have an option to stop it. But you can raise this to seller@noon.com and we will try to assist you.

6. Common questions: 

1. Can I fulfill an order that was rejected by noon due to being out of stock if I now have the item available?
No, once an order is rejected due to being out of stock, it cannot be fulfilled. The rejection is final.

2. What should I do if I have a different color item than what the customer ordered?
If the item you have is a different color than what the customer ordered, you must reject the order and not ship the incorrect item. Additionally, be sure to deactivate the offer to prevent new orders for that item.

3- Can you ask the driver to collect items today itself?

If the pickup request (shipment generation) was created before 10 am - it will be collected on the same day if it's after 10, pickup will be done next day.

once the pickup is assigned it our Delivery Agent, the contact details will be visible on app/seller lab  you can coordinate with him directly.

4- went to drop my items noon hub was closed I have only 1 hour left in my processing time for those items what shall I do to avoid cancelation?

The order might get treated as delayed handover, however it wont get auto cancelled since you have already processed it. Please ensure to hand this over asap on the next working day and have this delay documented with noon by sending an email to seller@noon.com.

5- Incase a seller is in drop off mode but he can't drop it off himself, can he request for pick up on this specific order?

Items cannot be picked up if a seller is on drop-off. They can change the handover mode to pickup for future orders but existing orders must be dropped off to the hubs.

6- Can I drop off an item at a hub even if I'm on pickup mode?

Yes, sellers on pickup mode can still drop off shipments at a hub if necessary. Although it's not the recommended method, hubs will accept the drop-off in case of a missed pickup or other urgent situations.

If you prefer to permanently switch to drop-off mode, you can change the setting in your account. The process remains the same as for pickups: you’ll need to show the manifest QR code, and the hub staff will scan it and receive the items.

7- What should I do if my location is in a non-serviceable area?

If your warehouse is located in a non-serviceable area, you can switch to the drop-off mode and deliver your shipments to the designated drop-off hub.

8- can I freely change from drop off to pick up or vice versa?

Yes, you can update this by adjusting the warehouse settings, particularly in the handover and fulfillment section in your Seller Lab.



That’s it!

 

Got questions?

Contact us at seller@noon.com 




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