Returns and refunds processes for sellers on the Flipkart marketplace are summarized as follows: Sellers have 10 days to approve or reject customer return requests, which can be initiated for reasons like damaged, defective, or incorrect items. If approved, the return is created and logistics handles reverse pickup and refund processing. If rejected, sellers must provide a reason code to the customer. Refunds can be initiated by customer cancellations, seller cancellations, or auto-cancellations. The refund method depends on the original payment method and generally takes 7-10 days to process to credit cards or bank accounts. For returns to origin (RTO), the item is shipped back to the seller if

1. Returns & Refunds
Flipkart Marketplace

2. Returns
• Return is the action of giving back the item purchased by the
Customer to the Seller (Marketplace)
• Reasons for Return
 Damaged Item
 Defective Item
 Missing Items
 Wrong Item
• Types of Returns
 Courier Return
 Customer Return

3. Returns Policy
• 10-day Replacement Policy
• Return Fee (Logistics) borne by the Seller
• No Re-stocking Fee
• Condition of the Product
In case seller does not respond/reply within 24 hours, seller support calls the seller and
obtains update the status of the ticket

4. Return Request
• Receiving Return Request
 Seller Support update web-form
 Customer Service creates tickets for requests via mail & over calls
• Approve/Reject Return Request
 Seller must approve/reject by accepting ticket
 Seller can call customer or write to them (as mentioned in the ticket)
• Create Return on FLO and Close Return ticket
 When seller accepts ticket, the ticket is closed and return is created in FLO
 The customer’s pick-up address is the same as his delivery address while
placing order
 Refund mode is back to source for pre-paid orders & NEFT for COD orders

5. Reasons for Return
•Wrong Specification
•Wrong Item shipped by Seller
•Logistics (e-Kart) delivered wrong item
•Customer Remorse (wrong item ordered
Wrong Item Sent
•Part/ Accessory missingItem Missing
•Dead on ArrivalItem was Defective
•Defective (functional Issue
•Invalid Invoice
•Seal Broken
Item Found Defective
•DamagedShipping was Damaged

6. Return Creation (Process Flow)
Customer calls Toll free
# CS
Customer
Service
checks
eligibility on
OMS for
returns
Yes
No
Customer Informed
Closed
Customer Service
creates Return request
ticket on Right Now
Customer reason for
Return is selected
Seller receives
automated notification
1

7. Seller
Authorization
Yes
No
Seller creates return &
takes action accordingly
Closed
Seller provides reason for
non-acceptance
Customer Service notifies
customer with the reason 2
1

8. Customer
Consent
Agree
Disagree
Customer raises
dispute
Customer informed that
case is resolved Closed
Customer Service
creates dispute for
order item
Seller
Resolves
dispute
Yes No
2
3

9. No
Response
Wait for 3 days for Seller
response on Return
Creation
Closed
Customer Service
creates Return for
“Wait & Refund”
3
Seller creates return &
takes action accordingly
Responds -
Positive

10. Returns Process
• While listing the product, seller must always do the following
 Select Shipping cost for returns to be paid by the Customer or Seller
 Reverse logistics will happen by Logistics (eKart).
Post return Seller can give Only Refund or Only Replacement or
whatever customer wants
 The time frame for raising a return request (10days/ No Return)
• Once Customer Support creates Return Request , there is a time frame of 3
days for the seller to accept/reject the return request.
Incase seller fails to do that, either the return request could be
automatically accepted with “Wait & Refund” option OR seller support may
have a look at it a day before and decide to call up seller to check on the
status.

11. Returns Process - Dashboard
• Step 1: Seller logs in to “Seller Central” and the dashboard appears
• Step 2: Seller goes to “Shipped orders” where he can see order items with tickets
• Step 3: Seller chooses one of the following options:
 Reply to ticket -request for clarification
 Approve the return request
 Reject the return request
• Step 4 (a): If seller selects “Reply to Customer’s request and ask for clarification”
 Seller sends a reply to the Customer
Post seller’s reply, Customer may/may not choose to change the request for
return. If customer chooses to change the request the case closes.

12. Return Process – Dashboard Contd…
• Step 4 (b): If seller selects “Approve Return Request”
• Seller selects one of the following options:
 Send buyer new product and get old shipment back
 Send buyer new product
 Refund buyer and get old shipment back
 Refund buyer
• Return fee to be borne by the seller
 Customer gets the approval and Logistics (eKart) receives notification to do the reverse pick up.
 Once the item is picked-up from the customer, Logistics (eKart) needs to update the tracking id.
 Only once the tracking id is updated, OMT will process the refund.

13. Return Process – Dashboard Contd…
• Step 4 (c): If seller selects “Reject the return request”
• Seller needs to select the reason code:
 Return request raised 10 days after delivery
 Buyer ordered wrong item
 Problem to be addressed by brand
 Issue resolved with customer and return ticket closed
• The return request is closed.
• Customer is informed via email along with reason codes of the same with a copy to
Seller Support.
• Customer can now choose to file a dispute by writing to resolution@flipkart.com

14. Customer Return Process
• Ticket Creation
• Seller Authorization
 Seller agrees to Return
 Seller disagrees to Return
• Customer Consent
 Customer agrees with Seller
 Customer disagrees and chooses to dispute
• Dispute Resolved
 By Seller & case closed
 No response from Seller, after 3 days, resolved by CS as “Wait & Refund” &
case closed
Ends Returns

15. Refunds
• Refund is a process of giving back or restoring.
• Refunds can be initiated in 3 ways:
 Customer Cancellation
 Seller Cancellation
 Auto Cancellation

16. Refunds – Customer Cancellation
• Customer can cancel the order in three ways:
 Via Website
 By calling Customer Service
 By Sending e-mail to Seller
• Refund Process
Customer Cancels
order via
website/calling
CS/emailing Seller
Refund Request is
generated in OMS
OMT processes
refunds
(as for WSR)
Once return
shipment is
confirmed, return is
initiated

17. Refunds – Customer Cancellation
Payment Method Refund Method Refund Time
Credit Card Refund to Credit Card 7-10 Business Days
Credit Card
Store Credit
(MP might not have Store
Credit)
24-48 Hours
Net Banking Bank Account Up to 10 Business Days
Store Credit Store balance Instant
Credit Card & Store Credit Credit Card &/or Store Balance 7-10 Business Days

18. Refunds – Seller Cancellation
• When a Seller cancels due to non-availability of product or damaged
product
• Seller cancellation affects Seller Rating
Seller Cancellation Process
Seller
logs into
“Seller
Central”
Clicks on
“Manage
Orders”
Clicks on
specific
“Order
ID”
Gets
“Cancel”
option at
both
FSN and
Order
level
Clicks on
“Cancel”
Enters
reason for
cancellation
Chooses
type of
Refund

19. Refund Creation Process
Refunds – Seller Cancellation
Once Seller cancels
order in Seller
Central, a refund
request is generated
in OMS
OMT goes ahead
and process refund
as is the norm
Once return
shipment is
confirmed, refund
would be initiated
Refund happens
based on payment
mode used by
customer to place
order

20. Payment Method Refund Method Refund Time
Credit Card Refund to Credit Card 7-10 Business Days
Credit Card
Store Credit
(MP might not have Store
Credit)
7-10 Business Days
Net Banking Bank Account Up to 10 Business Days
Store Credit Store balance Instant
Credit Card & Store Credit Credit Card &/or Store Balance 7-10 Business Days
Refunds – Seller Cancellation

21. • Incase Seller does not confirm the order in 24 hours on Seller Central
• System automatically cancels the order
• Seller & Customer are informed via email
Refund Creation Process
Refunds – Auto Cancellation
Once order is auto
cancelled, a refund
request in generated
in OMS
OMT goes ahead
and process refund
as is the norm
Once return
shipment is
confirmed, refund
would be initiated
Refund happens
based on payment
mode used by
customer to place
order

22. Refunds – Auto Cancellation
Payment Method Refund Method Refund Time
Credit Card Refund to Credit Card 7-10 Business Days
Credit Card
Store Credit
(MP might not have Store
Credit)
24-48 Hours
Net Banking Bank Account Up to 10 Business Days
Store Credit Store balance Instant
Credit Card & Store Credit Credit Card &/or Store Balance 7-10 Business Days

23. Courier Return - RTO
• RTO – Return to Origin
 Buyer cancellation post Confirmed (before Delivery)
 Seller Not ready with item in spite of confirming the order
 Customer not available at the time of delivery
 Customer rejects the shipment at the time of deliver
 Pin Code not serviceable
• RTO Statuses
 RTO Create
 RTO Cancelled
 RTO Confirmed
 RTO Complete

24. Courier Return - RTO
• Buyer Cancellation post Confirmed (before Delivery)
• Order Status on system is confirmed/dispatched/shipped
• Customer requests cancellation
 If item is Confirmed: Logistics (eKart) in-scan would fail and shipment would
be marked as ‘rto_confirmed’ instead of dispatched.
 If item is Dispatched: Logistics (eKart) out-scan would fail and shipment
should be marked as ‘rto_confirmed’ instead of shipped.
 If item is shipped: Logistics (eKart) would take the rto_created request. If item
is already out for delivery, the customer would reject the order at the time of
delivery.

25. Once order
cancelled, a refund
request in generated
in OMS
OMT goes ahead
and process refund
as is the norm
Once return RTO
shipment is
confirmed, refund
would be initiated
Refund happens
based on payment
mode used by
customer to place
order
Courier Return - RTO
Refund Creation Process

26. Seller Not Ready Post Confirmation
• eKart Logistics reaches Seller location with picklist
• One or more items not ready for picking
• eKart Logistics reaches hub and marks status of item as RTO
Once order
cancelled, a refund
request in generated
in OMS
OMT goes ahead
and process refund
as is the norm
Once return RTO
shipment is
confirmed, refund
would be initiated
Refund happens
based on payment
mode used by
customer to place
order
Refund Creation Process

27. Customer Not Available at the Time of Delivery
• Once the shipment is out for delivery, field executive contacts the customer & the customer is not
reachable/available.
• The shipment is returned to the hub by Logistics (eKart).
• RTO created for the order item which reflects on OMS and item is marked as ‘Return Requested’.
Return Tracking ID generated.
• Item is shipped back to the Seller address directly.
Once order is
marked as “Return
Requested”, a refund
request in generated
in OMS
OMT goes ahead
and process refund
as is the norm
Once return RTO
shipment is
confirmed, refund
would be initiated
Refund happens
based on payment
mode used by
customer to place
order
Refund Creation Process

28. Customer Rejects the Shipment
• The shipment is out for delivery and customer rejects the shipment.
• The shipment is returned to the hub by Logistics (eKart)
• RTO created for the order item which reflects on OMS and item is marked as ‘Return Requested’
• Return Tracking ID generated
• Item is shipped back to the Seller address directly
Once order is
marked as “Return
Requested”, a refund
request in generated
in OMS
OMT goes ahead
and process refund
as is the norm
Once return RTO
shipment is
confirmed, refund
would be initiated
Refund happens
based on payment
mode used by
customer to place
order
Refund Creation Process

29. Pin Code Not Serviceable
• Logistics (eKart) picks up the order from the seller
• Once the order is received at the hub, In-scan is done. However, Logistics (eKart) would be
unable to in-scan the order and dispatch fails
• Logistics (eKart) creates rto_confirmed for the order as they are unable to dispatch the order
• Return Tracking ID generated
• Item is shipped back to the Seller address directly
Once order is
marked as “Return
Requested”, a refund
request in generated
in OMS
OMT goes ahead
and process refund
as is the norm
Once return RTO
shipment is
confirmed, refund
would be initiated
Refund happens
based on payment
mode used by
customer to place
order
Refund Creation Process

30. Customer Return
• Customer may write in or call customer support reporting the issue faced with the product
• Customer support team creates a ‘Ticket’ specifying the detail of the issue.
• The seller is contacted and informed about the issue faced by the customer
• The seller then confirms whether the seller would accept the return request raised by the buyer.
This is referred to as ‘Seller Authorization’
• Once the seller accepts the return, a ‘Return’ is created for the specific product in Order
Management System
Once order is
marked as “Return
Requested”, a refund
request in generated
in OMS
OMT goes ahead
and process refund
as is the norm
Once return RTO
shipment is
confirmed, refund
would be initiated
Refund happens
based on payment
mode used by
customer to place
order

31. Returns – Report an Issue
• Buyer/Customer can use the following means to get in touch with
Seller/Customer Support
 Website
 Calling Customer Support executive
 Email cs@flipkart.com
 Navigating to Seller Page shown in Flipkart

32. Types of Returns
• WSR
 Replace and Expect Return
 Wait and Replace
 Wait and Refund
 Refund and Expect Return
 Replace and Don’t Expect Return
 Refund and Don’t Expect Return
• Non-WSR (Marketplace Sellers)
 Wait and Refund
 Wait and Replace
 Refund and Don’t Expect
 Replace and Don’t Expect

33. Reasons for Return
• Shipment was damaged
• Defective Item
• Mis-shipped item: Includes the case of SNAD (Significantly not as
Described)
• Item(s) missing

34. Return Policy
• Item Return (days) – 10 days (from the date of delivery)
• Refund as - Money back/Exchange/Replacement/ Buyer Choice
• Shipping Cost owned by – Seller
• Warranty Type - Manufacturing/Dealer/Replacement
 Manufacturer's Warranty
 Dealer Warranty
 Replacement Warranty
• Warranty Duration – As per seller

35. Questions?
Contact Seller Support for any issues/queries