Note: This process is applicable to select sellers.
Processing customer returns is efficient and ensures a hassle-free experience to our customers. Our return policy is designed to be fair and accommodating, allowing customers to return eligible items while enabling sellers to process returns within reasonable timeframe. Find out more about the customer returns policy here.
In this guide, you'll find the step-by-step process of how to process customer returns, ensuring prompt resolution and customer satisfaction.
1. How to access customer returns
When a customer submits a return request, you will receive an email notification, and the item will appear on your Customer Returns page.
You'll be able to see each item with their order and return related details. Click View Details to access more information about a specific returned item including the customer justification and the condition of the item. (Scroll down to the last section of the article to find definitions of all the details available on the customer returns summary, and the item's details page).
The Customer Returns summary page includes the following action buttons that enable you to take various actions related to return requests as shown in the image above:
- Issue Refund: allows you to approve the return request and process either a full or partial refund for the customer.
- Request Early Pickup: enables you to request an early pickup of the item from the customer's address (available for sellers who opt for the seller-customer messaging service).
- Contact Customer: allows you to communicate with the customer regarding the return request (Learn More).
- View Details: provides additional information about the return request, such as customer images, Customer Responses to pre-pick up quality check questions, and customer comments.
What are the return statuses associated with items?
There are six statuses that a return request can have depending on the stage of the item in its return journey: Completed, Pickup Authorized, Pending Action, Resolved, Closed and disputed. On the Customer Returns page, you can also filter by status to help you refine your search for returns.
The below table provides the definition of all return processing statuses and the relevant actions you are expected to take:
| Request status | Description | Can we take an action? |
| Pickup Authorized | It indicates that the customer has submitted the return request and it will be picked up from the customer and shipped to you | You need to proceed with processing the return. This may involve contacting the customer or issuing a returnless refund or wait until you receive the item and then process it. |
| Pending Action | It indicates that the item has been shipped back to you, and you are required to process it within two business days. | You will have two business days to process and refund the customer. |
| Completed | It indicates that the refund for the item has been processed | There are no further actions required for returns in the Completed status. You can consider the return request complete. |
| Closed | It indicates that the customer has canceled the return request | No further actions are necessary for returns in the Closed status. |
| Resolved | It indicates that you have issued a partial refund to the customer and let them keep the item | No further actions are necessary for returns in the Closed status. |
| Disputed | It indicates that the customer is not happy or didn't agree to the partial refund amount and as a result they submitted a new return request | No further actions are necessary as the item will be shipped back to you and the customer will receive the remaining amount. |
2. How to process a return request
If you have Seller-customer Messaging enabled, you have two (2) business days to take one of the below listed actions before the item is picked up from the customer. Learn more about Seller-customer Messaging here.
- Contact the customer to offer technical support or request additional information, if applicable.
- Review the return request to familiarize yourself with the details before the item is shipped back to you.
- Offer the customer a Returnless Refund and allow them to keep the item. Learn more abut Returnless Refunds here.
If you don't have seller-customer messaging enabled, your only option is to review the return request and familiarize yourself with the details before the item is shipped back to you.
To expedite the pick up process and make an informed decision, please use
the "Request Early Pick up" action button to have the item returned. This option
should be chosen when contacting the customer is not feasible or if a returnless
refund is not possible and you wish to have the item back.
2. 1. How to receive a return package
After receiving the CIR (Customer Initiated Return) package from noon's delivery agent, you will have two (2) business days to process the item before noon issues a full refund to the customer and charges your account.
It is very important to keep items in the package along with the label and only open it when you are ready to process the return. You will receive a package similar to the one shown in the image below. Every package you receive will have a label placed on it. Each label will have a unique identifier called the AWB number (e.g., PE63477065353A in the example below), along with a QR code and a "CIR" tag. This tag will help identify that this package contains items returned by the customer that you need to process. This number is crucial for processing the return.
Return package with a return label
Details of a return label
2. 2. Return processing steps
- Navigate to the Customer Returns page while ensuring you have the return package with you.
- You'll see a search bar option for finding specific items on the customer returns page.
- To find a specific item, locate the AWB number (e.g., PE63477065353A) on the return package.
- Enter the AWB number into the search bar. Alternatively, you have the option to scan the QR code on the AWB associated with the return. To do this, ensure your device is connected to a scanner and then focus the cursor on the search bar.
- You can either scan the QR code, or perform a manual search by entering the AWB number, enter it accurately to ensure an exact match.
- Once you have entered or scanned the AWB number, click the Search.
- The system will process the AWB number and display the corresponding return item(s) on the page. The items you see on the page are the items inside the CIR package and should have the "Pending Action" status.
- Now, open the package and ensure the items inside match those shown on the returns page.
- If the package contains more than one item, process each one separately.
- Inspect the item, check its condition, and if you have received a damaged item, a different item, or an empty box, promptly initiate a claim.
3. How to refund a customer
The Issue Refund allows you to complete the return request and issue a full. You should issue the refund after you receive the item or before if you want to give the customer a full refund and let them keep the item.
You are not required to issue a refund until the item is returned to you
for inspection. But, you are required to issue refunds for returned items
within two business days of receiving the return. Failure to do so will
result in noon refunding the customer on your behalf and charging the
refund amount to your seller account.
Follow the below listed steps on the Customer Returns page to issue refund a customer.
3. 1. How to issue a full refund
- In Customer Returns, choose the return item to process and click Issue refund.
- This will open a new page in which you get to select the full refund option.
- Once you have selected full refund and want to processed, click on Submit. The return request is refunded, and the status will change to Completed.
3. 2. How to issue a returnless partial refund
A refund is considered partial when it does not match the original item price paid by the customer and can be processed within 48 hours of receiving the return request. You may issue a partial refund after reaching an agreement with the customer.
You can issue a returnless partial refund by following the below listed steps
- One you receive the return request; check the return details provided by the customer.
- Select the 'Contact Customer' option to send a message to the customer, suggesting the issuance of a partial refund while allowing them to keep the item.
- Wait for the customer's response. Once you have the customer's agreement, proceed to the 'Issue Refund' page.
- Enter the agreed-upon refund amount, and send a message to the customer to inform them about the refund.
- Once you are done, click Submit Refund, and the status will change to Resolved.
4. How to handle returns with damages or issues
In instances where you receive an item that is damaged, unsellable, or different from what you have shipped to the customer; the Restocking Fee may not be enough for covering the damages. Consequently, you will have an option to raise a dispute within seven (7) business days of issuing the refund, and noon will investigate to ensure a fair resolution.
- It is only possible to raise a dispute after the customer has been refunded.
- Returnless Refunds are not eligible for a dispute (returnless refunds are
only applicable to sellers who use the Seller-customer Messaging, learn more
about it here).
- In the Customer Returns page, select the return with issues and click view details.
This will redirect you to a new page where you will find an option to File a New Claim.
- Click File a New Claim and select the reason of the claim and add a detailed description. Upload images of the item packaging and the item itself to support your claim. This visual evidence can help in the resolution process. Consent that the information you have provided is accurate and truthful, then click Submit Claim to finalize the dispute submission.
You can click See Claim in the item's detail page to track progress on your dispute.
5. Glossary
1. Definitions of details on the Customer Returns summary page
- AWB Number: a unique identifier for the shipment.
- Business Model Label: This can be “Market” or “Express”.
- Date of Return Request: the date the customer submitted the request.
- Date of order: the date the customer ordered the item.
- Item Name: the name of the product requested for return.
- Item Image: an image of the item to assist in identification.
- Item Price: the original price of the item when purchased by the customer.
- Order ID: a unique identifier for the returned item order.
- Return ID: a unique identifier for each return request.
- Return Reason: the reason provided by the customer for the return.
- Request Status: the current status of the request (e.g., Completed, Authorized, Pending Action and Closed).
- Return Sub-reason: the specific sub-reason provided by the customer.
2. Definitions of information available on the View Details page
- AWB Number: A unique identifier for the shipment.
- Business Model Label: This can be “Market” or “Express”.
- Customer Images: Item images uploaded by the customer.
- Customer responses to pre pickup Quality check questions: These are insights the customer provides when submitting the return request to help understand the condition of the item better.
- Date of Return Request: The date the customer submitted the request.
- Item Brand: The name of the brand the item is listed under.
- Item Family: The name of the family the item is mapped against.
- Item Image: An image of the item to assist in identification.
- Item Name: The name of the product requested for return.
- Item Price: The original price of the item when purchased by the customer.
- Order ID: A unique identifier for the returned item order.
- PSKU: The name you give your own product. This is unique to your own catalog.
- Return ID: A unique identifier for each return request.
- Request Status: The current status of the request (e.g., Completed, Authorized, Pending Action and Closed).
- Return Reason: The reason provided by the customer for the return.
- Specific Issue: The specific sub-reason provided by the customer.
- Purchase Number: A unique identifier to map the item to your transactions
- SKU: Stock keeping unit. A standard identifier for a product.
That’s it!
Got questions?
Reach out to seller@noon.com