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Transfer Disputes

Both the cross-dock FBP and Fulfillment by noon business models require transfers of stock between you and noon. In the event that there are discrepancies during this transfer process you can address them to noon by raising a dispute on Seller Lab. 

Important Notes: 
- RTV disputes can only be raised once the items have been returned 
back to you.
- You raise disputes for transfers within 14 calendar days of the 
completion of the ASN transfers, and within 14 calendar days of 
the completion of RTVs

You can raise disputes for any of the below reasons depending on whether your issue is related to items in an ASN transfer (from you to noon), or a RTV shipment (from noon back to you).

ASN Disputes Reasons:

  • Wrong unit received by noon - If you'd sent a different unit from what noon has received
  • Unit not received by noon - If you've sent a unit/s to noon and we haven't acknowledged it in any form

RTV Dispute Reasons:

  • Not Received - If you have not received units back from noon as shown in the RTV summary on Seller Lab.
  • Received damaged - If you've received items that have been damaged.
  • Wrong items received - If you've received products that don't belong to your assortment.

How to raise a dispute

Note: 
-The dispute process is the same for items in both ASNs and RTVs. After 
selecting the correct transfer summary, click "Create a dispute" at the top 
of the page.
-If you are unable to find "Create a dispute" in a particular transfer, it 
means that the deadline to raise a dispute  for items in that transfer 
has already elapsed.

Creating a Return dispute

  • In Warehouse, click Transfers.
  • Choose Returns (for items created on or after 14th June 2021) or RTV Old (for items created on or before 13th June 2021).
Important Note:
Disputes can only be created for transfers that have a "Collected or Delivered" status.
  • Click on Returns.

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  • Then to open the desired returned shipment, click on "Done" then "View."

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  • Click on the "Dispute" button.

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  • Fill in the required information in detail (SKU code, number of units with an issue, condition of the shipment), and upload the required supporting documents depending on the transfer type:

- For RTV, upload the RTV copy that was signed by yourself upon the handover of your items.

  • Then click Submit.

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Creating a FBP Transfer dispute

  •  In Warehouse, click FBP Transfers.
  • Choose Cross-dock Shipment if your selling model is FBP Cross-dock or Return Shipments for Direct Ship FBP.
Important Note:
Disputes can only be created for transfers that have a "Completed" status.

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Added: The cross-dock operations model will be discontinued by the third quarter of 2022.
  • Click on "Create Dispute."

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  • Fill in the required information in detail (SKU code, number of units with an issue, condition of the shipment), and upload the required supporting documents depending on the transfer type:

- If ASN, upload the ASN copy that was signed by noon logistics.

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A ticket gets created with an 'Open' status on the Disputes tab. You can track each dispute with its Ticket Number and Status, as well as Resolution. You can open a specific dispute to access more details including pictures, documents, etc.

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Understanding Dispute Statuses

1. Open:

A dispute ticket under an Open status is an Open Dispute. This means a ticket has been created for you and our seller support team is actively working on resolving it. You can follow up on your dispute ticket by reaching out to our seller support team using the Ticket number as a reference.

2. Closed

A dispute ticket under Closed status is a Closed Dispute This means the ticket which was created has now been addressed and closed. There could be 2 possible outcomes to a dispute:

1. Paid and resolved - In this case the issue has been identified and noon has acknowledged the mishap. We will compensate you for your unit/s based on the penalty structure and the category of products. The paid amount will be adjusted in your next payment cycle.

2. Unpaid and resolved - The dispute raised is not valid and noon has reached out to you and sorted out the issue. In this case there will be no compensation.

Payments of the Resolution Amount

If your Dispute has been resolved and we have acknowledged a payment, the resolution amount will be paid to you in the next payment cycle.

 

 

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