Both the crossdock B2B 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 with us via the disputes mechanism.
You raise disputes for transfers within 7 days of the completion of the transfer.
In the event of dispute relating to a return transfer you will need to receive it first before you can raise a dispute.
Types of Dispute
If you think that there is a unit which you should be paid for or returned back to you, you may raise a dispute with noon. These disputes will be raised in the form of tickets to our seller support which will coordinate and confirm receipt of these tickets. There are 2 types of disputes which you can raise.
Disputes raised under Transfers will be for the forward flow of units from you to noon.
Below are reasons you can raise disputes on:
- Wrong unit received by noon - If you feel that you had sent a different unit from what noon has received, you may raise a dispute ticket
- Unit not received by noon - If you feel you have sent a unit/s to noon and we haven't acknowledged it in any form, you may raise a dispute ticket
- Not Received - If you think you have not received units back from us as we have described in your Seller Lab , you may raise a dispute ticket
- Received damaged - If the units are received in the condition which you are not satisfied with, you may raise a dispute ticket
- Wrong items received - If the units are not what you have expected to receive, you may raise a dispute
Creating a Dispute
Before creating a dispute ticket, you need to ensure that you have valid reasons to raise one. Our seller support may ask you for additional information to support your claim.
Once you are conclusive a dispute needs to be raised, below are the steps which you can take to initiate the request from your Seller Lab:
Step 1 - Click on Disputes and select create Dispute
Step 2 - Select the type of dispute you would like to raise
Step 3 - Select the document which is associated to the dispute type
Depending on the dispute type you have selected, the document will appear accordingly. Below are the dispute types and the document which will appear.
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An important thing to note here is that every document will appear only for 7 days once it has been marked as Completed
Step 4 - Select reason for dispute
We have several reasons depending on the type of dispute you have selected.
For more information on reasoning click here
Step 5 - Fill in the description
In the description we are expecting more details on your dispute request. We are looking for SKUs, number of units, the condition of shipment etc.
Also please keep in mind that the description you have entered matches to the reasoning which is selected in Step 4. All dispute tickets which don't match, will immediately be disregarded.
Step 6 - Click Confirm
It is mandatory to fill out all the fields. Once all fields are filled out, you can click confirm and create a dispute ticket.
A ticket gets created with an 'Open' status on the Disputes tab.
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.
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:
- 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
- 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 for 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.
The below screenshot displays where the payment will be addressed on Seller Lab: