Return Claims Policy

The following terms and conditions are applicable to the  suppliers who are registered on the Padosi Ki Dukan Platform (“You/Supplier”) with respect to the return of Your products.

What are the types of returns covered by this Policy?

This Policy applies to your RTO Shipments (returned prior to delivery to customers) and RVP Shipments (returned by the customers post delivery), excluding returns for products which fall under the ‘Fair Usage’ policy. For the purpose of this Policy, RVP Shipments (excluding returns for products falling under the ‘Fair Usage’ policy) and RTO Shipments shall collectively be referred to as “Return Shipments”.

How can you raise claims in relation to Return Shipments?

You can raise claims in relation to Return Shipments (“Return Claims”) in the support section under “Return/RTO & Exchange” along with the mandatory details as captured in this Policy. You are required to select the appropriate disposition with respect to the Return Claim such as wrong shipment, damaged shipment, shipment has been used, missing quantity and shipment condition.

Tampered Shipment

In the event that You have received a tampered shipment, you are required to raise your claim with the disposition “shipment condition” and select the option of “tampered” from the drop down.

What are the conditions in relation to Return Claims?

The following conditions are required to be followed by You when raising a Return Claim:

1. You are required to mandatorily accept every shipment, which is attempted for delivery by the 3PLs irrespective of whether the packaging is intact or tampered.

2. You are mandatorily required to switch to OTP verified delivery process.

3. You are required to raise Return Claims within 7 (seven) days of delivery of the shipment.

4. You are required to upload the video evidence of the unpacking of the shipments along with the product image and the image of the reverse way bill.

As mentioned in (d) above, while providing the video evidence of the unpacking of this shipments along with the product image and the image of the reverse way bill, please ensure that the following guidelines are fulfilled:

• You are required to ensure that the packaging is captured on video. For all Return Claims (except for the claims in relation to tampered shipments), in the scenario that the packaging has been pre-opened or tampered with before recording, the video will not be accepted.
• The video should clearly display all sides of the package.
• The barcode on the packaging provided by the 3PL for RVP Shipment  should be visible in the video.
• The video should clearly display the label of the shipment along with the AWB number, order ID.
• You are required to ensure that the video is recorded in one stretch and that the video shows all actions performed during the unboxing process.
• You are required to ensure that the video is captured slowly to ensure clarity.
• Padosi ki Dukan will not accept any edited video or videos with cuts.

Additionally, You are required to comply with all other applicable standard operating procedures and communications which are applicable for the purpose of evaluating and approving the claims.

Additional conditions for Tampered Shipments

If the shipment is tampered, You are required to provide a remark on the digital POD (e-POD) which states that the shipment is “Tampered/Damaged”. If there are no remarks in the e-POD, the condition of the shipment will be assumed to be intact.

For the purpose of this Policy, a shipment can be considered as “Tampered” if: (i) the outer packaging of the shipment is visibly torn, or damaged or in bad condition, (ii)  there are any additional tapping (apart from the 3PL branded tapping) (“Additional Tapping”) on the shipment’s outer packaging, and (iii) the label on the shipment is cut and pasted from other shipments. A shipment will not be considered Tampered if there are no visible cuts or damage in the outer packaging. It is hereby clarified if the airway bill or the label is missing on the shipment even if the outer packaging is intact without Additional Tapping, the shipment will not be considered as Tampered.

Additional conditions for RTO Shipments

With respect to RTO Shipment, the following conditions are required to met:

1. You are required to ensure that the unique packaging procured from Padosi ki Dukan recommended vendors (“Unique Packaging”) are used for packaging. The unique barcode is required to be scanned on the packaging at the time of dispatch.
2. The 15 digit QR code on the Unique Packaging must be clearly visible in the video which was shared as evidence along with the Return Claim.

What are the circumstances in which the Return Claim will be rejected?

1. if You do not follow the conditions for raising the Return Claim as mentioned above and if Your evidence is not in accordance with this Policy
2. if You have not accepted the shipment.
3. Your claims may be rejected due to reasons in relation to your transaction history on the platform. In the event that Your metrics, including but not limited to, return percentage, claim percentage, claim value etc. are higher than the overall platform levels, ratio of claims against your returns are high, Your claims may be rejected.
4. if it is found upon Padosi ki Dukan’s investigation that You have engaged in suspicious activity or have abused the Padosi ki Dukan Platform in any manner whatsoever.
5. if there is any potential indicator of abuse of the platform policies, fraud, misconduct, and/or unauthorized/illegal activity on the platform.
6. if You have in any form or manner breached any terms and conditions and/or policies, SOPs applicable to you as a user of the platform. Any additional terms and conditions applicable to Your Return Shipments will be communicated to you from time to time.
7. if you do not meet any other conditions which are communicated to you, in this regard from time to time.
8. if Padosi ki Dukan deems that such claim is made in bad faith.

With respect to claims against RTO Shipments, if the packet QR code and AWB received at the time of receiving RTO do not match the packet QR code and AWB dispatched, such claim will be rejected.

If you are unsatisfied with your ticket resolution or have any further questions on the resolution, please do not hesitate to reopen the ticket with the exact query and the same would get addressed by the 3PL.

How are Return Claims settled?

All Return Claims shall be investigated and approved only by the 3PL who transported the Return Shipment.

You can only raise a claim for incidents that may occur during reverse shipping, i.e., for wrong, damaged or missing product. The 3PL assigned for reverse shipping/customer return will not address any other claims.

It will take 3 to 7 working days, from the date of claim was raised, to review and investigate your ticket.

Once your compensation claim is approved, the reimbursement amount credited to you will be on the basis of your product’s fair value. The fair value will be calculated based on the industry benchmark for your category.

The amount will be settled in your bank account in 7 working days from the date of approval. You can check the compensation details under the Compensation and Recoveries Tab in the Supplier Panel.

Under what circumstances can the shipments be disposed of?

Padosi ki Dukan will dispose the shipments in the following scenarios:

1. In the event that You have rejected or not accepted the shipment despite the attempt made to deliver the shipments.
2. In the event that any of the shipments are lost or damaged while in transit and payment against the claim in relation to such shipment has been paid to You.
3. If fragile/liquid shipments are being transported and such shipments are damaged during transit.
4. If the packaging of the product by You is in poor condition
5. If it is found upon Padosi ki Dukan’s investigation that the Supplier engaged in any fraudulent activity

In either of the situations mentioned in (a), (c), (d) or (e), Padosi ki Dukan will not be accepting any claims against such shipments which have been disposed of.

What happens if you raise invalid/non-genuine Return Claims?

All Return Claims must be raised in accordance with this policy and for genuine cases only. Padosi ki Dukan, at its sole discretion, reserves the right to take action against in you in the event you raise invalid or non-genuine Return Claims, including issuance of warning letters, revoking your right to raise Return Claims for a certain period or any other action as deemed appropriate at Padosi ki Dukan’s sole discretion.  

Miscellaneous

Please note that acceptance of all the Return Claims shall be subject to  Padosi ki Dukan’s satisfaction.

Padosi ki Dukan reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to you. It is your responsibility to review this policy periodically for any updates/ changes.  Further, You are required to ensure that you refer to this page, the supplier panel and all communications (including email communications) on a regular basis for updates.

Further, Padosi ki Dukan reserves the right to change the applicable rate cards from time to time and the revised rate card will be effective on and from the effective date communicated.

Continued provision of services on the platform will mean acceptance of these revised conditions.