As an E-commerce seller, you encounter various challenges regarding returns. These challenges include receiving damaged or used items, receiving items different from the original product, or encountering instances where items are missing from the return package.
To address these issues, all major e-commerce platforms have established programs aimed at safeguarding your interests as a seller when it comes to handling returns. Under these programs, you are required to:
Identify returns with problems
Follow proper TAT and procedures to file timely claims
Collect, collate, and provide proof of the damage/loss
Track the status of all your claims and their current phase
Handle and disputes
Track the reimbursements for approved claims and reconcile the orders
The successful management of these processes at all times is crucial to protect your bottom line.
Our Claim Filing Service is designed to streamline and optimize this critical process, ensuring that claims are filed accurately and on time, supported by all the necessary evidence, including images and videos.
To be eligible for this service,
You must be using Eshopbox Fulfilment centres for orders and returns processing (or)
You have appointed Eshopbox as a seller of record.
Currently, Eshopbox offers this service for the following platforms:
Amazon
Flipkart
TataCliq
Myntra
Nykaa
Ajio (Dropship)
We cover the following services in the claims management program:
Identification of Problematic Returns: Eshopbox helps identify problematic returns such as undelivered returns, disputed return delivery statuses, items missing from return packets, wrong items received, and damaged returns.
Evidence Collection and Submission: Eshopbox collects and submits all necessary evidence that is required to file a claim as per channel policy.
Timely and Accurate Claims Filing: Eshopbox ensures that claims are filed promptly according to the program policy while following the prescribed procedures set by the e-commerce platforms.
Claim Status Tracking and followup: Eshopbox monitors claim statuses and assists you in following up on claims pending decisions.
Appeals Handling: If a claim is rejected with unsatisfactory explanations, we file an appeal against such decisions. This is subject to the provision of the platform to support appeals workflow.
Reimbursement Tracking: Eshopbox keeps a record of the reimbursement amount received against every approved claim, ensuring transparency and accuracy. This is available for channels where Eshopbox is the seller of record. For channels where you are the seller, you need to enable the Eshopbox payment reconciliation module.
Our Claim Filing Service is designed to address specific incidents that you commonly encounter during the return process. You can easily track and manage each incident in your Eshopbox Workspace to stay informed and take necessary actions:
Incident type | Description | Workspace current status | If you are the seller | If Eshopbox is the seller |
Damaged Item is Returned | This incident occurs when you receive a return that is in a damaged or used condition, making it ineligible for resale as a new product. | DAMAGED | Covered | Covered |
Item Missing from Return Packet | In this scenario, a particular item that is expected to be included in the return package is found to be missing when the package is received. In some cases, other items not originally part of the return may be included. | LOST | Covered | Covered |
Wrong Item is Returned | This situation arises when the item received does not match the order shipped to the customer. | DAMAGED | Covered | Covered |
Undelivered Returns | This incident occurs when a refund is deducted from your account or a return is created, but the returned item is not delivered back to your warehouse. | LOST | Not covered | Covered |
Disputed Return Delivery Status | This incident arises when a return is marked as "delivered" by the e-commerce platform, but you have not received it. | LOST | Not covered | Covered |
While our Claim Filing Service is designed to assist you in addressing a range of return-related issues, it's important to note that certain incidents are not covered. These are typically cases where the nature of the incident or the potential reimbursement amount doesn't justify the efforts involved in filing a claim. In some instances, filing claims for such incidents might even divert resources and attention from more critical damages.
Examples of incidents that are not covered under our Claim Filing Service include:
Missing Product Tag:
Incidents where the product tag is missing from the returned item are generally not eligible for reimbursements.
Outer Packaging Damage:
Damage to the outer packaging, without damage to the actual product
Mismatched products of your brand
Returned Different Variant of the Same Product: Instances, where the returned item is a different variant (e.g., size or color) of the same product, are excluded.
When, upon an investigation of the evidence, it is determined that the issue was a result of either cataloging error, inward error, order processing, or return processing error.
Expired Items:
Items that are returned as expired because they have crossed their shelf life are not covered under our Claim Filing Service. The handling of expired items usually falls outside the scope of return-related claims.
The turnaround time for filing a claim is dependent on the type of incident and may vary between different e-commerce platforms. Eshopbox files a claim within the prescribed Turnaround Times (TATs) specified by each platform.
Platform | Turn around time |
Amazon | 7 working days |
Flipkart | 7 working days |
TataCliq | 2 working days |
Myntra | 14 working days |
Nykaa | 7 working days |
Below are the minimum working days required to file a claim for each incident type:
Incident type | Trigger for TAT calculation |
The damaged item is returned | From the return delivery date. |
Item Missing from Return Packet | From the return delivery date. Please note that this incident can only be identified if a return is created. Any delay in creating returns may lead to a delay in filing claims. |
The wrong item is returned | After the return delivery date. |
Undelivered returns | From the day when the return is marked as LOST. |
Disputed Return Delivery Status | From the day when the return is marked as LOST. |
The evidence submitted as part of our Claim Filing Service varies depending on the type of incident being addressed. We ensure that the appropriate evidence is collected and submitted to strengthen your claim. Here is the list of all the evidence collected by Eshopbox:
Shipping Label image
Packet image
Product images
Brand Logo image
Issue Visible images of the product
Proof Of Delivery manifest image
Return Video Footage
Order packing Video Footage
We can provide evidence from the above-mentioned list depending on the requirements of the platforms.
In case of any additional evidence required apart from the above list, Eshopbox requires 45 days prior notice of such change.
Note: Eshopbox reserves the right to clarify if any such additional evidence can be furnished.
Our Claim Filing Service not only files the claims but also assists in tracking the status of the claim. This ensures that you have comprehensive visibility and control over your claims throughout the resolution process. Here are the key features of our claim status tracking:
Reporting overdue inconclusive claims: If the channel fails to provide a resolution within 21 days of Eshopbox filing the claim, the claim will be marked as inconclusive. We will report this to you periodically, and we recommend that you contact your platform's point of contact for reimbursement or further action.
Comprehensive reports: You will receive monthly reports detailing the number of claims filed, including the Claim ID, incident type, number of approvals and rejections by the platform, and reasons for rejections.
At Eshopbox, we file claims promptly and meticulously submit all necessary evidence to support your case. However, it's important to note that e-commerce platforms may reject certain claims for various reasons, and the rejection reasons can vary from platform to platform. Here are examples of common rejection reasons across platforms:
Flipkart:
"After Multiple Levels Of Validation And Detailed Investigation Done At The Customer’s Doorstep As Well As In Our Product’s Return Journey, No Issues Were Found."
"The Concerned Shipment Was Identified As A Courier Return, Hence, It Did Not Reach The Customer, And After A Detailed Investigation Done In The Product’s Return Journey, No Replacement Of The Product Was Found."
Our system has detected an unusually high number of SPF claims being raised compared to other sellers in your category. Therefore, on the above-mentioned ground, your claim has not been approved.
Amazon:
"The shipment or package was delivered to you in tamper-evident packaging and was validated by you at the time of the delivery."
"You have exceeded the acceptable limit of filing SAFE-T claims."
If your claim is rejected without a satisfactory response from the platform, Eshopbox will also explore the option of appealing the claim, provided that the platform has a provision for appeals.
For example, Amazon allows you to reopen a claim, and Flipkart allows you to file an unhappy claim against a rejected claim.
It's important to note that Eshopbox can appeal only once on your behalf. If the appeal is also rejected by the platform, we recommend that you follow up directly with the designated point of contact at the platform to seek further resolution.
Below are the performance metrics that are targeted to be achieved in a Particular Year (interchangeably used as “period”) by Eshopbox under this Policy.
On-time claim filing rate should be greater than 85%
Calculation of On-Time Claim Filing Rate: The on-time claim filing rate is calculated as follows:
On-time claim filing rate = (Number of returns for which a claim is filed on time) / (Total number of lost and damaged returns in the given period)
Error-free claim filing should be greater than 85%
Calculation of Error-free claims filing Error-Free Claims: Claims that are filed with all the evidence mentioned in the SOP document for the platform. The Error-free claims filing rate is calculated as follows:
Error-free claims = (Number of error-free claims filed during a period) / (Total number of claims filed in the given period)
While we strive to maintain a high on-time and error-free claim filing rate, this policy has certain exclusions. These exclusions include:
Delays or Missing Evidence Due to External Factors: Delays or missing evidence resulting from factors beyond Eshopbox's control, including but not limited to:
Acts of God
Riots
Civil commotion
Strikes or other labor disputes
Natural disasters
Weather phenomena
Pandemics or epidemics
Account on Hold Due to Overdue Payment: Delays in processing claims that occur because your account is on hold due to overdue payments.
Insufficient information or data to file the claim For eg. if a return is created after the claim filing window is elapsed. Payment reports are not timely uploaded in the Eshopbox workspace; hence, refund data is unavailable.
Claims to be filed exceed daily claim filing capacity: The daily claim filing capacity is calculated based on the average number of claims filed over the previous 60 days. If the number of claims to be filed on a specific day surpasses this capacity, any delays or issues in filing claims on that day are not included in the service level metrics calculation.
Platform portal tech error - Unable to raise a claim on the platform due to tech issues or inability to access the portal.
Cataloging error - where the image and attributes of the product mentioned are incorrect or incorrectly displayed on the platforms.
Operation is on hold on your instructions. For example, an Inventory audit.
Any third-party technology dependency you have integrated for your specific use case that leads to defective claims.
The number of claims filed in a month is less than 300.
SOP or change of TATs or policy change for filing a claim. Unless otherwise agreed, where the change in SOP is informed to Eshopbox and Eshopbox has provided confirmation that it can be accommodated for filing future claims. Further, Eshopbox will require a minimum of 30 days’ notice of any such changes.
All the eligible claims will be calculated for your workspace yearly. If Service Level Objectives are not met for the year, you will be eligible to receive the SLA credits as per the lost and damaged inventory policy and the Inventory shrinkage allowance.
At Eshopbox, we are committed to providing you with a reliable and efficient claim-filing service. We take this commitment seriously to ensure that your claim filing experience is as seamless and effective as possible.
While we make every effort to ensure the quality and reliability of our service, we do not guarantee claim reimbursements of any kind. Claim approval is entirely a platform-dependent policy and is binding for the seller to accept, which makes them outside of Eshopbox’s control, and as such do not fall under any SLAs. Please review the platform reimbursement policy for more clarification.
Eshopbox is only responsible for rejections where there has been a delay or an improper claim filing due to which a claim was rejected as per the exclusions and other details mentioned in this policy.