Note: This policy is applicable to select sellers.
Customers may choose to return products for various reasons, ranging from damages and missing parts to expired items or a simple change of mind. If you have opted to sell your products using FBP (Fulfilled by Partner), you'll have to manage your customer returns.
This policy applies to all products sold through FBP, where the responsibility for customer returns lies with the seller. It encompasses the entire process of managing customer returns, from initiation to resolution. noon will handle the collection and delivery of the return items.
I. Return initiation by the customer
Customers can raise a return request on the noon site or through Seller Support within fourteen (14) days from receiving their order.
The customer selects the item on their returns request page and provide a reason for the return. They can provide additional details by selecting a specific issue and answering tailored quality check questions. They can also upload up to six images of the item, and further explanations can be provided in the comments section.
The customer must specify the pickup address and agree to the return policy, including potential restocking fees (partial refund) for used, or damaged items.
The customer receives an email and a push notification when they submit a new return request.
The seller receives an email when a return request is submitted by the customer.
Customers can cancel a return request after submitting it, provided that the
item hasn't been collected for return by noon.
II. Pre-pick-up seller return evaluation
This stage only applies to sellers who opt for the messaging-service, which gives them 48 hours to communicate with customers before the item is picked-up. Within the set timeframe the seller will have the option to request an early pickup.
Sellers who have opted in for the messaging service will also receive the return request on Seller Lab with all relevant details.
They will review the return details provided by the customer, including the return reason, images, and comments.
Sellers are expected to contact the customer directly on Seller Lab within two (2) business days of receiving the return request and follow the seller-customer messaging guidelines.
The customer will receive an email and a push notification for every new message from the seller, and the seller will receive an email for every reply sent by the customer.
- Contacting the customer doesn't imply the item will not be picked up, it
will only take an extra two days for the pick-up request to be created.
- The only way for the return request to be canceled is if the customer cancels it
III. Returns collection from the customer
noon will automatically authorize the pick-up of all returns that fall within noon’s returns window and will facilitate the logistics needed to return the item back to the seller. In case the first delivery to the seller is unsuccessful, noon will make two additional attempts to return the item to the seller, which makes it a total of three delivery attempts in three consecutive days.
Pick-up requests will be generated at the time of the return submission for
sellers who don’t opt for seller-customer messaging, and sellers who opt
for it the pick-up will be held 48 hours from the time of submission.
IV. Return receiving by seller
The seller should promptly evaluate the validity of the customer claim as soon as they receive the returned item. At this stage, the seller should complete the following within 2 business days:
Inspecting the item in a fair and objective manner.
Determining the resolution; either issuing a full refund, or a partial refund to the customer depending on the condition of the returned item.
Sellers are required to issue a refund within 2 business days of receipt of a return.
If they do not take action regarding the refund, noon will refund the customer
on their behalf and charge the amount to the seller account.
V. Return resolution options
The seller should offer proper resolution to the customer depending on the condition of the returned item. The available resolution is as follow:
Full refund: the customer will be notified of the full refund and the return request will be completed.
Partial refund (restocking fee): if the item does not match the return reason or is not in the same condition as when originally shipped, the seller may charge a restocking fee. The value of the restocking fee will reflect the level of wear and tear or damage caused to the item. The customer will be notified of the partial refund and the reason for deducting the restocking fee, and the return request will be completed. Note that Partial refunds are only available to select sellers.
Both sellers, and customers can raise disputes to address their concerns.
1. Customer Disputes:
Customers can raise a dispute by reaching out to Customer Service to express their concerns regarding the charged restocking fees.
2. Seller Disputes:
Sellers can raise a dispute after they received the item and refunded the customer. Disputes can be raised if the seller receives a different item from what was sold to the customer, an empty box, a heavily damaged item, or if the maximum 30% restocking fee does not sufficiently cover their loss.
When raising a dispute, sellers will be asked to fill a form to provide details and any evidence they have to support their claim. Once the dispute is raised, noon will conduct an investigation, and throughout the process, the Seller Support team will maintain direct communication with the seller, adhering to the current dispute resolution process.
VII. Important guidelines and timeframes for processing returns
|Action||Time to Complete||Implications of delation actions within the specified timeframe|
|Respond to the customer||24 hours||After receiving a reply from the customer you are expected to reply within 24 hours. Failure to respond in time may result in the disabling of the option to contact customers for your seller account|
|Contact Customer||Within 48 hours of receiving the return request||It is important to contact the customer within 48 hours. If you choose not to contact the customer, please request a pickup. noon will monitor your utilization of the "Contact Customer" option. Failure to use it and request a pickup may result in the disabling of the option to contact customers for your seller account|
|Issue Refund||Within 48 hours of receiving the item||Once you receive the item, you have 48 hours to issue a refund to the customer. Failure to do so will result in Noon issuing a full refund to the customer and charging your seller account|
|Raise a Dispute||Within 7 days of issuing a refund||If you fail to raise a dispute within 7 days, you will not be eligible for reimbursement from noon|