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Returns & refunds
- 1. Returns & Refunds FlipkartMarketplace
- 2. Returns • Return isthe 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-dayReplacement 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 • ReceivingReturn 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 •WrongSpecification •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 (ProcessFlow) 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 informedthat case is resolved Closed Customer Service creates dispute for order item Seller Resolves dispute Yes No 2 3
- 9. No Response Wait for 3days 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 • Whilelisting 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 isa process of giving back or restoring. • Refunds can be initiated in 3 ways: Customer Cancellation Seller Cancellation Auto Cancellation
- 16. Refunds – CustomerCancellation • 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 – CustomerCancellation 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 – SellerCancellation • 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 RefundMethod 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 Sellerdoes 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 – AutoCancellation 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, arefund 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 ReadyPost 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 Availableat 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 theShipment • 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 NotServiceable • 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 • Customermay 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 – Reportan 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 • ItemReturn (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 Supportfor any issues/queries
Editor's Notes
- #3 Return is the action of giving back the item purchased by the customer to the seller (Market Place), incase shipping was damaged, item was defective, item(s) were missing, wrong item sent. Return could also result in refund of money in most of the cases. This could be treated as different from refusal of item during delivery, by the customer. In marketplace there will be 10 days Returns & Replacement policy and will have a uniform Refund policy across sellers.
- #4 For all reasons, seller can always accept the return irrespective of the policy. For all reasons, if seller disagrees for a return request, buyer can file a dispute. However, seller while closing the return ticket can select one of the following: - Send buyer new product and get old shipment back - Send buyer new product - Refund buyer and get old shipment back - Refund buyer - In case seller doesn’t close the ticket in 3 days, case is closed in favor of buyer - with wait and refund. - If DOA case is reported by customer within 48 hrs, Seller must accept the return request even without DOA certificate. However in a situation where buyer comes back with DOA after 48 hours DOA Certificate is. mandatory
- #7 While listing the product, seller will always do the following : 1. Select Shipping cost for returns to be paid by the Customer or Seller 2. Reverse logistics will happen by Logistics (eKart). Post return Seller can give Only Refund or Only Replacement or Whatever Customer wants 3. 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.
- #12 Note : If the Customer doesn’t respond within 24Hrs, CS will send a mail to the customer post 24Hrs and after that again CS will send a mail post 72Hrs. Even after sending mails, if we don’t receive any response from the customer, the return request will be closed.
- #13 Note : THERE WILL BE NO PART REPLACEMENT OR REFUND
- #14 Return Request after 10 days of delivery: If a customer places return request after 10 days of delivery , then even if seller does not respond, Customer Support won’t create the return. Buyer can only create a dispute in this case.
- #15 The customer return process comprises of the following steps: (a) Ticket Creation : CS agent can create a ticket when customer asks for a return. Ticket will have all the information required by seller to authorize the return. Return is not created in order management system at this moment. Marketplace will communicate the pending ticket issues to Seller. (b) Seller Authorization : It is mandatory for the seller to authorize the return. Seller can however choose not to authorize the return as well. (i) Seller agrees to Return Seller can create return from Seller console within 3 days of ticket creation. Seller can select the refund type as well. (ii) Seller disagrees to Return Seller informs customer of the reason for not accepting returns for the particular ticket created. FKIP-CS will communicate to customer the fact that Seller does not want to take return and the Reason specified by Seller. This will be logged in the ticket as well. If customer agrees to the above reason specified by the seller, ticket will be closed as resolved. If customer does not find the reason for Return rejection satisfactory, FKIP-CS agent will create a Dispute (more details in Dispute Section) in the order management system against that Order Item. Once dispute is resolved, FKIP-CS can change ticket status to closed/resolved. No Reply from seller for 3 days If seller does not respond within 3 days of ticket creation, Customer Support agent will manually create return in OMS of type “Refund buyer and get old shipment back”. Return Request after 10 days of delivery: If a ticket is created after 10 days of delivery (maximum time till seller allows for a return/replacement), then even if seller does not respond, Customer Support won’t create the return. Buyer can only create a dispute in this case.
- #16 In this specific case of marketplace, refund means giving back money to the customers who has made the payment in advance, incase they are not happy or satisfied with the product or ordered it by mistake or doesn’t want the product anymore. While raising a refund request, it is very important to check the “Order Status”, a delivered item can never be cancelled. Refund can be initiated by 3 ways: A) Customer Cancellation B) Seller Cancellation C) Auto Cancellation When Refund happens? Any prepaid order, that get’s cancelled by the customer before they receive the product, comes under refund. This product might be with the seller or might be in transit between Seller & Logistics (eKart) or might be in transit between Logistics (eKart) & Customer (however has not reached customer).
- #17 How cancellation happens? Customer can cancel the order in three ways: Through Website Log into the account and go to the "My Orders" page. Identify the item to be cancelled and click on the corresponding "View Details" link. In the detailed order page, you will see "Cancel" links against each of the items in that order. Click on the "Cancel" link, indicate the reason for cancellation and confirm cancellation. Once the cancellation request is created, the cancellation is processed as soon as possible. II. By calling Customer Service Customer calls the “Toll Free” number. The CS agent, goes to OMS screen (The screen will have complete order details of the customer). As per customer’s instruction the agent cancels the order and creates RTO request and also mentions the reason, as given by the customer. ** CS should always try to train/educate the customer to cancel the order through website self serve** Customer calling the Seller (Not in MVP) III. Customer sends Email to Seller Customer opens the product page and clicks on “Contact Seller”. Customer types the email with the reason for cancellation and clicks on “Send”. Ticket is generated for CS & SS and seller is also able to see customer’s email under “My Order”. Refunds will happen based upon the Mode of Payment method used by the customer to buy the product. Considering the fact that the customer has cancelled the order even before receiving the item, the refund would always be 100%. Who will own Shipping/Payment Gateway charges? The Payment Gateway charges or shipping charges for all the customer cancelled orders, will be taken care by Marketplace.
- #19 There could be instances, where the seller cancels the order and the reason for cancellation could be like Product could not be procured, Product not in inventory, Damaged product etc. Although we have given the option to the seller to cancel the order however, whenever seller chooses to cancel, that will always impact his “Seller Rating”. Seller cancellation can happen for both Pre-paid & COD orders. How cancellation happens? Seller logs in to “Seller Central” Clicks on “Manage Order”(This will open a page with all the orders that the seller has in Open & Closed status) Seller clicks on the Specific Order ID, page opens up with the complete order details. Seller gets “Cancel” option at both FSN & Order level Seller clicks on “Cancel” Seller gets to chose/enter reason of cancellation (The reason chosen by the seller will have a direct impact in there listing, eg. Can’t procure, will disable his listing directly and the product will reflect Out of Stock on the website) Seller chooses “Type of Refund” (Full refund in this case).
- #20 1. Once the seller cancels the order, through Seller Central, a refund request is generated in OMS 2. OMT can go ahead and process the refund as it happens today. 3. Once the rto_confirmed happens for the shipment, Refund would be initiated (for prepaid) 4. Refunds will happen based upon the Mode of Payment method used by the customer to buy the product Considering the fact that the seller has cancelled the order, the refund would always be 100%. Who will own Shipping or Payment Gateway charges? The PG charges or shipping charges for all seller cancellation will be taken care by the seller. The amount will be deducted from the seller’s account at the time of the money settlement from Market Place to the seller. Cancellation of COD order : If a seller cancels COD order, his rating gets affected and a seller can move down from a Tier-1 seller to a Tier-2 seller.
- #21 * Note – Refund process request is accepted immediately however refunding the amount to the chosen medium would take atleast 7-10 business days
- #22 When Refund happens? Once the customer places an order, email/SMS intimation goes to the seller automatically. The same order details are also available in Seller Central. After the seller receives the intimation, it is important that he logs in and “Confirms” the order (if he has the product available) and selects the delivery slot. Incase the seller does not confirm the order or doesn’t select the delivery slot, the system automatically cancels the order and intimation goes to both customer & seller. How cancellation happens? The system automatically cancels the order and raises a refund request. How Refund happens? Once the order gets cancelled, through auto cancellation, a refund request is generated in Order Management system. Post that, Order Management can go ahead and process the refund as it happens today. Once the rto_confirmed happens for the shipment, Refund would be initiated (for prepaid). Refunds will happen based upon the Mode of Payment method used by the customer to buy the product. Considering the fact that the order got cancelled automatically, the refund would always be 100%.
- #23 Who will own Shipping or Payment Gateway charges? In this case the Payment Gateway charges will be owned by the seller. The amount will be deducted from the seller’s account at the time of the money settlement from Market Place to the seller. Cancellation of COD order: If a seller cancels COD order, his rating gets affected and a seller can move down from a Tier-1 seller to a Tier-2 seller.
- #24 I. Courier Return (RTO): The courier return (RTO – return to origin) can happen in one of the scenarios: (i) Buyer cancellation post Confirmed (before Delivery) (ii) Seller Not ready with item inspite of confirming the order (iii) Customer not available at the time of delivery (iv) Customer rejects the shipment at the time of delivery Pin Code not serviceable The RTO status are as follows : 1) RTO Create: Order management system and Logistics (eKart) can create RTO. 2) RTO Cancelled: Order management system can cancel RTO. Logistics (eKart) will attempt delivery and if the delivery is unsuccessful, the order will be returned. 3) RTO Confirmed: Logistics (eKart) confirms RTO once Logistics (eKart) is sure of it. 4) RTO Complete: Logistics (eKart) has completed RTO flow. The order has been returned to the seller/hub.
- #25 (i) Buyer Cancellation post Confirmed (before Delivery) : If order item status is “confirmed/dispatched/shipped” and customer requests cancellation, CS agent would mark the shipment as RTO for such order items in the system which would be communicated to Logistics (eKart) system directly for that shipment id. 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. Logistics (eKart) would then RTO the shipment and the shipment status would reflect as ‘rto_confirmed’ once the item is received back in the mother hub.
- #26 Refund Procedure: Once the ‘rto_confirmed’ happens for the shipment, refund would be initiated (for prepaid orders) back to source. The refund mode would be in the same mode used for making the payment towards the order. Communications : Seller Email: Seller would receive an Email for items that gets RTOed.
- #27 Seller not ready post Confirmation : Step 1: Logistics (eKart) executive reaches seller location with the list of items to be picked Step 2: Logistics (eKart) executive sees one item not ready for pickup Step 3: Logistics (eKart) executive comes back to hub and marks status of this item as RTO Refund Procedure: Once the ‘rto_confirmed’ happens for the shipment, refund would be initiated (for prepaid orders) back to source. The refund mode would be in the same mode used for making the payment towards the order.
- #32 How can a customer report an issue ? Post delivery of the item, the customer can get in touch with Customer Support if there is any issue with the item received by him (commonly known as SNAD - Significantly Not As Described). Buyer can use the following means to get in touch with seller-Customer Support: 1. Website 2. Calling Customer Support executive 3. Email cs@flipkart.com 4. Navigating to Seller Page shown in Flipkart. Note: Post delivery, order item calls will be handled by specific CS : W.S Retail-Customer Support & FKIP-Customer Support.
- #33 For non-WSR items, return can be created from Order Management System directly or from Seller Platform. Returns can be of the following type (authorized by seller) : 1. Wait and Refund: If Seller selects this type of return, refund will be initiated once Logistics (eKart) confirms RVP done. Even if buyer wants a replacement, seller can choose this action if replacement is not available with seller. 2. Wait and Replace: If seller has item to replace, he can select this method. Replacement Item SLA will be based on Procurement SLA for that order item. 3. Refund and Don’t Expect: Refund the amount immediately to customer. Seller does not wait for RVP done by Logistics (eKart). 4. Replace and Don’t Expect: Seller might choose replacement without waiting for the defective product to be returned.
- #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 (a) Manufacturer's Warranty: Warranty specifically offered by the original manufacturer of the product. It means that the manufacturer will repair the product within a certain time period if there are any manufacturing or other defects found in it after the purchase. And seller will not be responsible for the same. (b) Dealer Warranty: The seller offers to repair the product within a certain time period if there are any manufacturing or other defects found in it after the purchase. (c) Replacement Warranty: The Dealer or the Manufacturer offers to replace the product during a predefined period and for predefined manufacturing or other defects. · Warranty Duration – As per seller
- #35 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 (a) Manufacturer's Warranty: Warranty specifically offered by the original manufacturer of the product. It means that the manufacturer will repair the product within a certain time period if there are any manufacturing or other defects found in it after the purchase. And seller will not be responsible for the same. (b) Dealer Warranty: The seller offers to repair the product within a certain time period if there are any manufacturing or other defects found in it after the purchase. (c) Replacement Warranty: The Dealer or the Manufacturer offers to replace the product during a predefined period and for predefined manufacturing or other defects. · Warranty Duration – As per seller