DirectShip Seller Returns: Dispute Policy

DirectShip Seller Returns: Dispute Policy

This article provides clear and concise information on managing various seller returns reimbursement claims or disputes, including damaged returns, wrong items, and lost shipments.

Main dispute reasons

1.       Damaged Returns: Damaged packaging/product or missing accessories.

2.       Wrong Item Returned: Receiving items different from what was shipped.

4.       Empty Box: Return shipments containing no main product.

5.       Lost Return Shipments: Shipments lost or undelivered by Namshi's Logistics Team. 

Seller Claim Window

As a Namshi DirectShip Seller, your claim must be submitted within 7 days from the date the DirectShip return shipment is marked as delivered in our system or Seller Lab. After this 7-day period, the claims window will expire, and no further claims can be submitted.

Seller Claim Requirements

To streamline the process, here’s a breakdown of the documentation needed for different dispute reasons:

  • Damaged Returns:

o    Image of return shipment AWB.

o    Detailed description of the claim/damage/issue.

o    Image of the item’s packaging/box (if packaging is damaged).

o    Image of the damaged product (if product is damaged).

o    IMEI/SN Number (for applicable items).

o    Video evidence 

·         Wrong Item Returned:

o    Image of return shipment AWB.

o    Detailed description of the claim/damage/issue.

o    Image of the item received.

o    IMEI/SN Number (for applicable items).

·         Locked Device:

o    Image of return shipment AWB.

o    Detailed description of the claim/damage/issue.

o    Image of the item received.

o    IMEI/SN Number (for applicable items).

o    Video evidence (for electronic devices, showing functionality or lock status).

·         Empty Box:

o    Image of return shipment AWB.

o    Detailed description of the claim/damage/issue


·         Lost Return Shipments:

o    Raise a dispute from seller lab


NotesNote: Additional information, images, or videos showing the condition of the product during packaging, clearly displaying the shipment number and shipping date, as well as footage upon delivery showing the item's condition may be requested by Namshi to resolve your claims or disputes effectively.

Dispute Creation Process

Creating a Partner Dispute is easy and you can follow these steps according to the Dispute Type.


DirectShip CIR Disputes

Sellers can follow these steps to create a DirectShip CIR Dispute provided that the return shipment has already been marked delivered and within 7 days from the delivery date.


  1. Log in to your Seller Lab
  2. Go to Namshi 
  3. Select Fulfilled by Partner
  4. Click on Customer Returns
  5. Input the Return ID, AWB number, or the Order ID on the search box and press Enter
  6. Click on View Details
  7. Click on File New Claim
  8. Select the Claim Reason from the Claim Reason dropdown field accordingly
  9. Add your remarks in the Describe Your Claim field
  10. Attach the images of the item and its packaging 
  11. Tick the confirmation clause
  12. lick on the Submit Claim button

    RTV Shipment Disputes

    Sellers can follow these steps to create a Shipment-Level Dispute provided that the return shipment has a terminal status (delivered, collected) and is within 14 days from the delivery date:

    1. Log in to your Seller Lab
    2. Go to Fulfilled by Namshi
    3. Click on Returns
    4. Input the AWB in the search box and press Enter
    5. Click on the View Shipment button
    6. Click on the Create Dispute button
    7. Select the Dispute Reason from the dropdown field
    8. Add your Dispute comments
    9. Attach your images to support your claim
    10. Click on the Create Dispute button

Notes
The expected SLA for resolving disputes is 14 days

Seller Reimbursement Grid 

Tabulated below are the different item grades, the criteria to be met along with the reimbursement rate, and the requirements when filing a dispute or a reimbursement claim:

Item Grade Description

Criteria to be met

Item Grade Reimbursement rate

Original  condition: the item does not have any damages or defects, the seal (if applicable) is intact, and in a saleable condition

  • The item is intact

  • No signs of damages

  • The seal is intact (for sealed products)

0%

Damaged packaging: the item’s box/packaging is damaged

  • Dents on the box/packaging

  • The seal may be intact or broken (for sealed products)

  • The product does not have any physical damage(s)

  • The product is not activated (for smart electronic devices)

Example: A tear is found on an electronic accessory’s packaging but the item itself is intact.

15%

Minor product damage: the product has minor physical damage(s) that affects its physical appearance but does not impair any of its functionality

  • The item’s packaging may be damaged

  • Minor dents or scratches to the product

  • Small cuts, tears, or stains found on the product

  • Accessories may be missing

  • The product is fully functional

  • The product may have been activated (for smart electronic devices)


20%

Moderate product damage: the product has physical damage to its part(s) that has a major effect on its physical appearance but does not impair its functionalities; the damaged part(s) is also replaceable

  • The item’s packaging may be damaged

  • Major dents or scratches found on the product

  • Major tears or cuts found on the product

  • Accessories may be missing

  • The product is fully functional

  • The product may have been activated (for smart electronic devices)


50%

Item is unrepairable: the item is beyond economic repair or the damage(s) is irreversible

  • The item’s packaging may be damaged

  • Accessories may be missing

  • A part(s) is heavily damaged causing the product not to function properly or as expected


80%

Locked device: an electronic device is returned with a username/passcode/ face ID

  • The item’s packaging may be damaged

  • The seal is broken/opened

  • Accessories may be missing

  • The product may have been activated (for smart electronic devices)

  • Seller-scanned IMEI/SN matches the returned item’s IMEI/SN

  • The username or the logged-in email ID matches the customer’s name or email ID


80%

Wrong item returned: the item returned is completely different from what was originally fulfilled/shipped by the seller

  • The returned item does not match the category or description/specifications of the originally fulfilled/shipped item

  • The item’s packaging may be damaged

  • The item may have been activated

  • The item may be damaged

  • Accessories may be missing

  • The item may not be authentic


100%

Empty box: the seller receives an empty box

  • The seller may have received the item’s box only or just the Namshi’s box/flyer/packaging

  • An accessory(s) may be available but the main product is not

Example 1: The seller receives a return from the delivery associate  but there’s nothing inside the Namshi’s packaging/box


100%


Important points:

  • Non-compliance with Namshi’s DirectShip Packing Guidelines resulting in damage voids compensation.

  • Fake, expired, used products are not eligible for compensation, regardless of customer-caused damages.

  • Missing accessories may lead to reimbursement of the accessory's value or 15% of the item's net value (after deducting applicable fees and commissions).

  • Namshi strictly prohibits any abuse of the Seller Reimbursement Claim system.





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