Do not restock the parcel. Record an unboxing video with the AWB visible, photograph the item, label and packaging, then raise a dispute with the marketplace within the window in your seller agreement. Attach your dispatch proof, note the SKU or serial mismatch, and track the claim until the refund, deduction or credit appears in your settlement report.
What counts as a wrong product return
A wrong product return is when the parcel that reaches your warehouse does not match what you shipped. Common cases are:
- A different product, or a cheaper or older version of your SKU
- An empty or lighter box
- A used, damaged or counterfeit item in your packaging
- The right product with missing parts, accessories or tags
- The wrong size or colour inside the right box
This is different from you shipping the wrong item. If the customer got the wrong item because of a picking error, the claim will probably not succeed, so check your dispatch records first.
First 24 hours: protect the evidence
Most claims fail because of weak proof, not because the marketplace disagrees. When the return arrives:
- Do not restock or discard anything, including the packaging.
- Record one continuous unboxing video showing the sealed parcel, the AWB or return label, the opening and the contents.
- Take photos of the outer package, label, item, tags, batch or serial number and any damage.
- Weigh the parcel and note the weight if your dispatch weight was recorded.
- Log the details: order ID, return ID, AWB, SKU, date received and who opened it.
Keep these files in a shared folder named by return ID, so finance can find them months later.
Raise the claim the right way
Use the dispute or claim route in your seller panel or through your account manager. Terms, windows and eligibility differ by marketplace and by agreement, so read your seller agreement and the marketplace's current return policy for sellers. Do not rely on memory or old emails.
A strong claim includes:
- Order ID, return ID and AWB
- What you shipped (SKU, size, serial or batch) versus what you received
- Dispatch-time photos or packing records
- The unboxing video and photos from receipt
- The amount you are claiming and the basis for it, as your agreement allows
Keep the claim factual. Say what was received, attach proof and state the outcome you want. Note the ticket number and its deadline.
Build proof at dispatch, not after the dispute
A claim is much easier if you can show what left your warehouse. Consider photographing high-value items before sealing, recording serial numbers against order IDs, and using tamper-evident tape or tags. Keep these records linked to the order ID. Apply the extra effort first to categories where wrong returns are most common, such as electronics, beauty and high-value fashion.
Check the money in your settlement report
An approved claim is not the same as recovered money. Look at the settlement or return reports for each case and confirm what actually happened.
| Item | Where to check | What to confirm |
|---|---|---|
| Customer refund | Settlement report | Return deduction matches the order value |
| Commission and fees | Rate card, settlement report | Reversed or retained, as per your agreement |
| Reverse shipping | Rate card, settlement report | Charged correctly for this return |
| Claim credit | Settlement or claim report | Amount credited against the ticket |
| Tax treatment | Settlement report, tax adviser | Confirm the current rules for returns |
Tracking this by hand across hundreds of returns is where claims slip through. MarketplaceMetrics by Fundle reconciles marketplace sales and settlements, checks fees against agreed terms and tracks returns and recovery cases, so open claims do not get lost between teams. Myntra Excel reports are reviewed today, and other marketplaces are in scope discussion.
Close the loop and spot patterns
Review every open case weekly. Escalate when a ticket passes its stated response time, and write off a case only after a documented rejection. Also look for patterns: the same pincodes, SKUs or customer accounts, or a particular courier partner. Repeated wrong returns on one SKU may point to a packaging, listing or fraud-risk issue that you can fix upstream.
Worked example
Illustrative example only. Figures are assumed, not real rates or results.
A customer orders a jacket sold at ₹2,499. Your cost price is ₹1,100. The return parcel arrives with an old, worn jacket of a different brand.
- Customer refund shown in settlement as a return deduction: ₹2,499
- Reverse shipping charge (assumed): ₹80
- Stock lost: ₹1,100 at cost
Your exposure is about ₹1,180 if nothing is reversed. You file the claim with the video and photos within the window. The marketplace approves it and credits an amount based on your agreement. Next, check the settlement: if the credit is lower than your claim, or the ₹80 is not reversed, record the gap and reply on the same ticket. The case closes only when the money has matched.
Questions and answers
Should I restock a returned item that is clearly the wrong product?
No. Keep the item, packaging and label exactly as received until the claim is closed. Restocking, reusing the box or discarding anything can weaken your evidence and may make the marketplace reject the dispute.
How long do I have to raise a wrong product claim?
It depends on the marketplace and your agreement, so check the claim window in your seller agreement and current seller policy. Raise it as soon as the parcel is received, ideally within a day, and note the ticket deadline.
Is an unboxing video mandatory?
Requirements vary, but a video is the strongest proof you can have. Even where it is not mandatory, it shows the sealed parcel, the AWB and the contents in one sequence, which makes the dispute much easier to support.
What if the claim is approved but the money does not show up?
Match the ticket number to your settlement and claim reports. If the credit is missing or short, reply on the same ticket with the report reference and the expected amount. Keep a log until the credit is reflected.