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Return rules
- 2. Agenda ● Purpose of Return Rules ● Active Role by Flipkart Customer Support ● Manufacturing Defects ● Streamlining Returns for Sellers ● Reverse Shipping and Commission Rebates
- 3. Purpose of Return Rules ● Return Rules give Buyers and Sellers a better experience on Flipkart.com ● Customer Support (CS) plays an active role in troubleshooting and resolving Buyer issues ● Manufacturing defects are covered under Return Rules ● Buyers get rebates on shipping fee and Sellers get commission in some cases
- 4. Active Role of Customer Support • Customer Support(CS) plays and active role in troubleshooting & resolving buyer(customer) issues • CS provides Token of Apology in the form of E-gift cards (free) • These initiatives would reduce: Number of Return Requests Time taken for Resolution • Returns taken care of by CS: a. Seal Broken Issues b. Used product shipped c. Product damaged ( Wait & replace if not “OOS”) d. Wrong Item shipped
- 5. Manufacturing Defects • Covered under Return Rules • Helps build credibility and increases Buyer loyalty • Sellers must inform Seller Support in case the returned products are not in a condition to be sold again. This can be claimed under Seller Protection Program.
- 6. Returns Handled by Sellers • Defective • Accessories/Freebie missing • Order by mistake • Wrong specification • Color & Size exchanges • Process Sellers receive notification when returns are raised They need to accept/reject within 72 hours Post 72 hours, Return request is automatically Approved by the system
- 7. Seller Incentives • Seller receives incentives if: Defect Rate < 1% Colour Returns < 5% Size Returns < 5% • Incentives No charge on RVP No Forwarding fees for replacement item Commission
- 8. Return Process – Issue Wise • Damaged Returns Buyer contacts CS to raise returns Seal Broken Issue Used Product Shipped Product Damaged CS to offer “TOA” Returns are closed & Issue resolved CS processes “Wait & Replace” or “Wait and Refund” (OOS) Yes No
- 9. Return Process – Issue Wise • Defective Returns Buyer contacts CS to raise returns CS to troubleshoot / offer “TOA” Customer accepts TOA Returns are closed & Issue resolved CS raises Returns Yes Seller Approves Returns in 72 hours Yes Wait & Exchange/ Exchange only Wait & Refund/ Refund only Buyer informed of rejection. Buyer can raise dispute. No No
- 10. Buyer contacts CS to raise returns Product Accessories/ Freebie CS accepts Returns as “Wait & Refund” Returns are closed & Issue resolved CS to raise Returns Seller Approves Returns in 72 hours Yes Wait & Exchange/ Exchange only Wait & Refund/ Refund only Buyer informed of rejection. Buyer can raise dispute. No • Product / Part Missing Return Process – Issue Wise
- 11. • Wrong Item Order Return Process – Issue Wise Buyer contacts CS to raise returns Ordered wrong item Wrong Specification Returns are closed & Issue resolved CS raises Returns Seller Approves Returns in 72 hours Yes Wait & Exchange/ Exchange only Wait & Refund/ Refund only Buyer informed of rejection. Buyer can raise dispute. No
- 12. Return Process – Issue Wise • Wrong Item Shipped Buyer contacts CS to raise returns CS to troubleshoot / offer “TOA” Customer accepts TOA Returns are closed & Issue resolved Yes No CS processes “Wait & Replace” or “Wait and Refund” (OOS)
- 13. Buyer contacts CS to raise returns CS raises Returns Seller Approves Returns in 72 hours Yes Buyer informed of rejection. Buyer can raise dispute. No Returns are closed & Issue resolved Refund & Expect / Refund Only Exchange & Expect / Exchange Only Return Process – Issue Wise • Colour & Size Returns / Exchange
- 14. Seller Protection Program Seller can raise a dispute with SS for below mentioned returns • Seal broken issues • Used product shipped • Product damaged • Defective • Product missing • Wrong item shipped
- 15. Questions? Contact Seller Support for any issues/queries
Editor's Notes
- Customer Support (CS) plays an active role in troubleshooting and resolving buyer issues For minor problems where buyers are willing to keep the products, CS provides them with electronic gift cards under our ‘Token of Apology’ programme You are not charged for ‘Token of Apology’ These initiatives are expected to reduce the following: The number of return requests you receive The time taken to resolve buyer issues
- Return Rules cover manufacturing defects Covering manufacturing defects helps to win the trust of buyers and make them come back to shop on Flipkart.com You should inform Seller Support if products reach you in a condition that prevents secondary sale or return to source. You can make a claim under Seller Protection Programme in such cases
- What is RVP?
- OOS is Out of Stock
- OOS is Out of Stock
- OOS is Out of Stock
- Note: If seller accepts returns as refund then RVP (forward shipment) & Commissions are not applicable