As per noon's returns and seller protection policy all customer returns, and non-delivered returns are brought back to noon’s warehouse, are submitted to a quality check, and all non-saleable items are assigned a grade based on their condition. See item grading details.
On confirmation that the return has been received noon will debit the full amount paid and reimburse its commissions and fees. Subsequently a detailed quality check is performed at the warehouse to assign a grade.
Units in pristine condition are assigned grade "A" and are returned to stock ready for resale. All other units are then assigned a grade that reflects their condition. Based on the severity of the damage a grading compensation will be paid to the seller from the Seller Protection Fund, and will reflect on the noon fees invoice as "Damage return fee".
Items below grade "A" will then be pushed to a Return to Vendor (RTV) with a type Graded document. If the seller has substantial evidence to assume that the grading is incorrect, the seller shall raise a dispute on Seller Lab within 14 days to challenge noon's grading decision.
This article will walk you through the dispute process and how to track subsequent payments.
There are two primary types of return:
- Customer initiated returns (CIR), which can be initiated within 15 days by customers from the date of delivery.
- Undelivered returns (NDR)
For the purposes of grading both are treated equally.
Receiving a Graded RTV and Creating a Dispute
All customer returned items, and undelivered items are grouped together under a graded RTV which you will be receiving like the following:
Units which are received against this RTV will have a grade assigned to them and a box barcode value which you can scan through the Damage section in Seller lab.
Identifying reasons for an assigned grade
Once you have received a graded RTV, you need to login to your Seller Station the go to Warehouse > Transfer > RTV and search the box barcode in the RTV section
Click on the RTV shipment number then to check the grade click on (...) under action and click on create dispute.
You will be able to view the grade we have assigned to your item.
Below are a few example checks we make before assigning a grade.
|Physical Condition of Product (if opened)||The physical condition of item whether it was sealed or open|
|Packaging Condition||The package condition if it is broken, minor damaged or still intact|
|Tags||The tags are still on or missing|
|Warranty||Unit is still under warranty or not|
|Working Condition||Was the unit dead on arrival or still in working condition|
|Unlocked||This is in case the unit is locked in anyway and inaccessible to anyone|
Note: QC checks vary depending on the product category - the above checks are an example of one of the categories.
Creating a Dispute Against a Grade
If you are not satisfied with the grading noon assigned to your item, there is a process where you can choose to raise a dispute with noon to request a change of the grade.
Upon searching the item on the Transfer tab under RTV,
- Click Create Dispute
- Select the grade that you think matches the damage cause to your product based on the present evidence and the reason why you want to create dispute
- Add a description of the damage, and click submit
After clicking on Submit, the Seller Support team will open an investigation and reach out to you for further information. On resolution of the dispute they'll either confirm or reject the grade you've requested.
Tracking your payments after raising a dispute
If the dispute has been resolved in your favour, the payment will be reflected in an increase in the damage return fee due to you for that returned item.
To track this you can search for the relevant item number on the Sales tab.
The unit should be under a Returned status
On clicking on it you will be able to see the percentage payout from noon against the item.
The payout is calculated as follows :
(offer price - noon commissions) = net payment to seller
net payment x grade percentage = Damaged Return Fees (final payout for a CIR return unit)
Note: cross-dock fee isn't reimbursed as logistics successfully performed the pick-up service of your products.