Return processing evidence management and retrieval

Return processing evidence management and retrieval

Return processing begins when a failed delivery or customer-initiated return is received at an Eshopbox fulfilment centre. There can be situations where returned items are damaged or lost by Eshopbox, such as

  • When the returned item fails the quality check with major defects.

  • When a different item from any other brand which is not present at the fulfilment location is received.

  • When an expected item is not found in the return.

  • When the return is lost or damaged in transit by the courier partner.

Eshopbox provides you with evidence such as videos and images captured during order and return processing. These are essential for verifying the physical condition of products at key touchpoints, protecting against false claims, and improving resolution efficiency.

Additionally, this evidence allows you to assess whether an item was genuinely lost, damaged, or incorrectly returned, enabling you to make accurate refund decisions and reduce potential revenue leakage.

You can access the images and video evidence for returns processed at Eshopbox Fulfilment Centres for cases marked as Lost or Damaged. You can download these from your Eshopbox workspace individually or in bulk.

Downloading claim filing evidence individually

  • Step 1: Log in to your Eshopbox workspace.

  • Step 2: From the header, navigate to Orders > All Orders.

  • Step 3: Search for the return against which you need the claim filing evidence.

  • Step 4: Navigate to the Returns tab to view and download the return processing video and images.

    • Return Processing Video can be viewed directly within the Eshopbox workspace, copied as a shareable link, or downloaded, enabling seamless access and evidence sharing.

    • Return Processing Images can be accessed via a clickable link in the workspace, allowing you to view or download them individually or in bulk

      The following images are available which can be viewed, its link copied, or downloaded as needed.

      • Shipment label image

      • Shipment packaging image

      In case of a return marled as damaged, the below additional images will be available

      • Product front view image

      • Product back view image

      • Price tag image

      • Defect highlighting image

      • Product packaging image

      • Washcare label image

      • Additional proof image

  • Step 5: Navigate to the Orders tab to view and download the order packing video. This can be viewed, copied as a shareable link, or downloaded, enabling seamless access and evidence sharing.

Note:

  • The videos and images will be uploaded to your Eshopbox workspace within 24 hours of return processing.

  • If the evidence is not uploaded on the workspace or the uploaded evidence is incorrect, you can raise a ticket to Eshopbox Support. Learn here how to raise a ticket.

  • Evidence is only available for returns completed on or after 28th February 2025. Returns completed before this date will not have accessible evidence.

Downloading claim filing evidence in bulk

You can also download the evidence in bulk for multiple orders. To do so, you need to follow the below-given steps:

  • Step 1: From the header, navigate to Orders > All Orders.

  • Step 2: Click on Returns > Completed and select Lost in processing or Damaged as per your requirement.

  • Step 3: Click on Export > Sales Report > Orders matching your filters.

  • Step 5: Select Media evidences and click on Export.

Once done, navigate to Files > Export to download the CSV file.

Billing update

Eshopbox charges a nominal fee for retrieving videos and images of returns processed at Eshopbox fulfilment centres.

  • Videos:

    • 30-day free storage.

    • After 30 days: ₹0.50/video/month (1 video = up to 2 mins).

    • One-time retrieval charge of ₹5/video (subsequent access is free).

  • Images: ₹20 per return item (includes all supporting images with 1-year storage).

Note: Starting 31st May 2025, Eshopbox will charge this post your current free trial period ends (valid till 30th May 2025).

FAQ

Q1. How are Virtual Kit returns processed and evidence managed for them?

When a Virtual Kit is returned, Eshopbox processes each item in the kit individually, even though they were originally shipped together as a single kit SKU. During the return quality check, each component is carefully unpacked and inspected.

Evidence collection for Virtual Kits includes:

  • Order packing video: This shows the packing of each virtual kit item before shipment.

  • Return QC video: This shows the unboxing and individual inspection of each component of the virtual kit.

  • Images of the component marked as damaged or lost:

    • Product Front & Back View

    • Defect Highlight (if damaged)

    • Price Tag, Brand Label, Washcare (if applicable)