At Eshopbox, we are committed to providing top-notch pickup and return delivery services. However, certain discrepancies during the return pickup and delivery process might cause disputes.
What is a return delivery dispute?
A return delivery dispute occurs when there is a discrepancy or issue with the return delivered by Eshopbox at your fulfilment location.
You can report a return delivery dispute for the following cases:
The item received in return is in damaged condition.
An item is missing in the received return.
An incorrect item is received in return.
The return is marked as Return Delivered on the workspace, but you have not received it at your fulfilment location.
A Return delivery dispute is not eligible for
If Doorstep QC is not enabled for customer-initiated returns, then any return that is in
Damaged condition
Incorrect items
Item missing
Partial, incorrect or damaged items were shipped to the customer by you.
Products with minor defects, such as missing price tag or security tag, same brand item received, damaged or missing outer box, dirty or wrinkled product, manufacturing defect, missing accessories, or broken product seal.
Timeline to report a delivery dispute
A Return delivery dispute needs to be reported within 24 hours of receiving the return or the status being updated as delivered on the workspace.
Note: Any return delivery dispute raised beyond this timeline will be rejected by Eshopbox.
Steps to escalate a return delivery dispute
To escalate a return delivery dispute, you need to follow the below-given steps:
Step 1: Log in to your Eshopbox workspace.
Step 2: From the header, navigate to Help.
Step 3: Click on My Tickets.
Step 4: You will be redirected to the Tickets page. Click on Ask for assistance.
Step 5: A popup will open. Select Shipping and Delivery as the topic.
Step 6: Select Report a return delivery dispute as the issue.
Step 7: Select the dispute reason from the dropdown
I have received an incorrect item in the return.
I have received partial items in the return.
I have received damaged items in the return
I have received an empty shipment in return.
I have not received the return, but it has been marked as delivered.
Step 8: Enter the required details.
Tracking ID: The unique order ID or Tracking ID assigned to the order.
Upload supporting evidence illustrating that there was a dispute in the delivery of an order. (For damaged/ incorrect/ partial)
Images of the received shipment with a clearly visible shipping label.
Images of the received items with clearly visible item tags.
POD in case of damaged return received.
Order processing video with a clearly visible shipping label.
Return processing video with a clearly visible shipping label.
Description
Step 9: Click on Submit.
A ticket will be created. You can track the status of the ticket from the Tickets page.
Resolving a return delivery dispute
On receiving a return delivery dispute, Eshopbox will initiate the resolution process as follows:
An initial review will be conducted within 24 hours of receiving the dispute.
Eshopbox will evaluate if
Mandatory proofs are shared.
Shared proofs belong to the order for which the dispute is raised.
The details are clearly visible in the shared proofs.
Failure to meet any of the above guidelines, will lead to rejection of the raised dispute by Eshopbox.
Depending on the nature of the dispute, Eshopbox will take appropriate action, which may include:
Sharing the proof of delivery in case of a fraud return delivery dispute.
Investigating and resolving damaged/ incorrect/ missing item cases with relevant courier partners.
Providing a remedy as per the liability clause mentioned in the Order form in case Eshopbox is unable to provide you with valid proof.