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Noon Direct Ship Seller Dispute Reimbursement Policy

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
  • The item is intact
  • No signs of damages
  • The seal is intact (for sealed products)
 0%
Damaged packaging: the item’s box/packaging is damaged
  • Dents on the box/packaging
  • The seal may be intact or broken (for sealed products)
  • The product does not have any physical damage(s)
  • The product is not activated (for smart electronic devices)
Example: A tear is found on an electronic accessory’s packaging but the item itself is intact.		 15%
Minor product damage: the product has minor physical damage(s) that affects its physical appearance but does not impair any of its functionality
  • The item’s packaging may be damaged
  • Minor dents or scratches to the product
  • Small cuts, tears, or stains found on the product
  • Accessories may be missing
  • The product is fully functional
  • The product may have been activated (for smart electronic devices)
Example: An iPhone has minor scratches on it’s screen but it does not have any functionality defect caused by the minor scratches.		 20%
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
  • The item’s packaging may be damaged
  • Major dents or scratches found on the product
  • Major tears or cuts found on the product
  • Accessories may be missing
  • The product is fully functional
  • The product may have been activated (for smart electronic devices)
Example: A significant damage is found on a mobile phone’s screen but tapping or swiping on it is still fully functional.		 35%
Item is unrepairable: the item is beyond economic repair or the damage(s) is irreversible
  • The item’s packaging may be damaged
  • Accessories may be missing
  • The product may have been activated (for smart electronic devices)
  • A part(s) is heavily damaged causing the product not to function properly or as expected
Example: An iPhone’s lower front screen is heavily damaged causing the screen’s unresponsiveness and the speakers not to work.		 80%
Locked device: an electronic device is returned with a username/passcode/ face ID
  • The item’s packaging may be damaged
  • The seal is broken/opened
  • Accessories may be missing
  • The product may have been activated (for smart electronic devices)
  • Seller-scanned IMEI/SN matches the returned item’s IMEI/SN
  • The username or the logged-in email ID matches the customer’s name or email 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.

 80%
Wrong item returned: the item returned is completely different from what was originally fulfilled/shipped by the seller
  • The returned item does not match the category or description/specifications of the originally fulfilled/shipped item
  • The item’s packaging may be damaged
  • The item may have been activated
  • The item may be damaged
  • Accessories may be missing
  • The item may not be authentic

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.

 80%
Empty box: the seller receives an empty box
  • The seller may have received the item’s box only or just the noon’s box/flyer/packaging
  • An accessory(s) may be available but the main product is not

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.

 100%

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

  1. Dead on-arrival or returned items found to have manufacturing defects will not be compensated.
  2. Damages incurred due to the seller not following the noon’s Direct Ship Packing Guidelines will not be compensated.
  3. Fake/Expired/Pre-activated/Used products will not be compensated despite having damages caused by the customer.
  4. 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.
  5. Successful Reimbursement Claims payouts are subject to noon’s applicable fees and commissions.
  6. noon will not tolerate any kind of abuse of the Seller Reimbursement Claim.

 

That’s it!

 

Got more questions? 

Contact us at seller@noon.com

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