Returns and disputesواپسی اور تنازعات

Every seller gets returns. What matters is keeping them low, handling them quickly, and having evidence when a customer's claim isn't right.

Two kinds of return

It helps to separate these, because they have different causes and different costs.

RTO (return to origin). The parcel was never delivered. The customer refused it at the door, couldn't be reached, or the address was wrong. The parcel comes back to you unopened, and an RTO charge applies. Our delivery page lists the charge.

Customer return. The parcel was delivered and paid for, and the customer later sends it back. For example, the item arrived damaged, is the wrong size, or doesn't match the listing. The return pickup process is on our delivery page.

To reduce RTO specifically, read reducing RTO on COD orders.

Why customers return items

The most common reasons are usually within a seller's control:

1. Not as described. The colour, material or quality is different from the photos.
2. Wrong size. No size chart, or an inaccurate one.
3. Damaged in transit. Weak packaging.
4. Wrong item or missing item. A packing mistake.
5. Changed mind. Less common, and harder to prevent.

Preventing returns

• Describe honestly. Use your own photos, show flaws, list materials. See how to list products.
• Add size charts measured from real pieces.
• Check before packing. Inspect every item for defects, the correct size and colour, and all parts.
• Pack to protect. Follow the packaging guide.
• Double-check the order against the packing slip before sealing.

When a return comes back to you

1. Inspect it promptly, ideally on video, when you open the parcel.
2. Check it matches what you sent: the same item, tags attached, not used or damaged.
3. Restock it if it's in sellable condition, so the listing stays accurate.
4. Report a problem quickly if the returned item is used, damaged, or not the item you sent. Contact our seller team on WhatsApp with photos and your packing video.

How disputes work

A dispute happens when you and the customer disagree. For example, the customer says an item was missing, and you say it was packed.

While a dispute is open, only that order's earnings are held. The rest of your payout is released on schedule. See payouts for the hold period.

Disputes are decided on evidence. The strongest evidence is:

• A packing video showing the item, the seal and the label, recorded without cuts
• Photos of the item before packing
• The invoice or packing slip placed inside the parcel
• Your listing, if it clearly described the item correctly

Without evidence, it is your word against the customer's. Build the habit of recording packing videos for higher-value orders.

Keep a returns log

Once a month, write down each return: product, city, reason and whether it was RTO or a customer return. Patterns show up quickly. You might find that one product's size runs small, or that one listing photo is misleading. Fix the listing, and the returns stop.