This document talks about noon’s policy for the following Seller Reimbursement Claim or Dispute Reasons:
- Damaged returns (damaged packaging/product or missing accessories)
- Wrong item returned
- Locked electronic devices
- Empty box
- Lost return shipments
Seller Reimbursement Claim Window
noon Direct Ship Sellers can file a reimbursement claim within a 7-day window from the date that the Direct Ship return shipment has been marked delivered in the system or the Seller Lab. Any Direct Ship return shipment that will breach this period will not be eligible for a reimbursement claim request.
Seller Reimbursement Claim Requirements
Tabulated below are the requirements that may be requested from the seller when filing a dispute or reimbursement claim or during the dispute investigation period:
|Requirement||Seller Dispute Reason|
|Damaged returns||Wrong item||Empty box||Locked device|
|Image return shipment AWB||✅||✅||✅||✅|
Image of the damage(s) to the item’s packaging/box
(if the claim is about damaged packaging)
|Image of the item received||✅||✅||❌||✅|
|Image of the damage(s) to the product
(if the product is damaged)
|IMEI/SN Number (if applicable)||✅||✅||❌||✅|
|Detailed description of the claim/damage/issue||✅||✅||✅||✅|
|Video of the device’s functionality or in case of a locked device, a video of the username or video highlighting that the item is locked.||✅||❌||❌||✅|
Note: noon may require additional information, images, or videos aside
from the ones listed above that will help resolve the Seller Claims/Disputes.
Seller Reimbursement Grid
Tabulated below are the different item grades, the criteria to be met along with the reimbursement rate, and the requirements when filing a dispute or a reimbursement claim:
|Item Grade Description||Criteria to be met||Item Grade Reimbursement rate|
|Pristine condition: the item does not have any damages or defects, the seal (if applicable) is intact, and in a saleable condition||
|Damaged packaging: the item’s box/packaging is damaged||
|Minor product damage: the product has minor physical damage(s) that affects its physical appearance but does not impair any of its functionality||
|Moderate product damage: the product has physical damage to its part(s) that has a major effect on its physical appearance but does not impair its functionalities; the damaged part(s) is also replaceable||
|Item is unrepairable: the item is beyond economic repair or the damage(s) is irreversible||
|Locked device: an electronic device is returned with a username/passcode/ face ID||
Example 1: An iPad is locked with the customer’s personal details (apple ID)
Example 2: An iPhone cannot be accessed since the passcode/faceID was not removed/deactivated by the customer.
|Wrong item returned: the item returned is completely different from what was originally fulfilled/shipped by the seller||
Example 1: The seller shipped a type C adapter but received a set of crayons as a return
Example 2: The seller shipped an authentic iPhone unit but received a fake iPhone unit as a return.
|Empty box: the seller receives an empty box||
Example 1: The seller receives a return from the delivery associate but there’s nothing inside the noon’s packaging/box
Example 2: The seller receives a return from the delivery associate, the item is an iPhone but only the cable wire is present/available in the box and the iPhone itself is missing.
Reimbursement for lost return shipments
In the event that noon’s Logistics Team has failed to deliver or has lost a return shipment, the seller will be fully compensated for the lost item’s net value (fees and commissions will apply).
Points to Remember
- Dead on-arrival or returned items found to have manufacturing defects will not be compensated.
- Damages incurred due to the seller not following the noon’s Direct Ship Packing Guidelines will not be compensated.
- Fake/Expired/Pre-activated/Used products will not be compensated despite having damages caused by the customer.
- In case of missing accessories only, noon shall have the complete discretion to reimburse the actual value of the missing accessory(s) (applicable fees and commissions will be deducted) or 15% of the item's net value.
- Successful Reimbursement Claims payouts are subject to noon’s applicable fees and commissions.
- noon will not tolerate any kind of abuse of the Seller Reimbursement Claim.
Got more questions?
Contact us at firstname.lastname@example.org