To file a Flipkart SPF claim for a damaged return, inspect the returned parcel as soon as it reaches you, record an opening video and photos, then raise the claim in Seller Hub against that return ID within the window in your current SPF policy. Keep a claim log, then match each approved amount to your settlement report.
What an SPF claim is and when it applies
SPF stands for Seller Protection Fund. It is Flipkart's mechanism for compensating sellers in certain return situations, such as a customer return that arrives damaged, with missing parts, or with a different item from the one you shipped. Whether a case qualifies depends on your category, the return type and the policy version in force.
Do not rely on memory or on what another seller told you. Eligibility, claim windows and compensation limits change. Read the current SPF policy in Seller Hub and your seller agreement, and confirm the latest terms with your account manager if anything is unclear.
A return is usually worth an SPF claim when:
- the product you receive is physically damaged and was not damaged when you dispatched it;
- the item or quantity is different from the original order;
- accessories, tags, or parts are missing from the returned parcel;
- the return was marked as received, but the parcel contents do not match the order.
Evidence to collect before you open the parcel
Most rejected claims fail on evidence, not on merit. Build the evidence trail at two points: when you dispatch and when the return arrives.
At dispatch (keep on file):
- photos of the product and its packing before sealing, with the label visible;
- serial number, IMEI or batch number where relevant;
- order ID, AWB number and dispatch date.
At return receipt:
- one continuous, unedited video of the parcel being opened, showing the return label and the AWB;
- clear photos of the outer package, any tampering or damage, and the product from every side;
- close-ups of the damage, missing parts or wrong item;
- the return ID, the order ID and the date and time of receipt.
Store everything in a folder named by return ID so that anyone in your team can find it in a minute.
How to file the claim step by step
Menu names in Seller Hub change from time to time, so treat this as the flow rather than a click-by-click guide.
- Open the return. Go to the returns section in Seller Hub and find the return by order ID or return ID.
- Check the status and window. Confirm the return is marked as delivered or received and that you are still inside the claim window in the current policy.
- Select the claim reason. Choose the reason that matches what you found: damaged, wrong item, missing item or similar.
- Upload your evidence. Attach the video and photos. Follow any file size or format limits shown on the page.
- Describe the issue in one or two factual lines. Mention what was shipped, what came back, and what is different.
- Submit and note the claim reference. Record it in your claim log straight away.
If the portal does not offer a claim option for a return, raise a support ticket with the same evidence and the return ID, and keep the ticket number.
Common reasons SPF claims get rejected
- Late filing. The claim was raised after the window closed.
- No opening video. Photos alone often do not prove the condition on arrival.
- Evidence does not match. The AWB, return ID or product in the video differs from the claim.
- No dispatch proof. You cannot show the product was in good condition when you sent it.
- Category or reason not covered. The case falls outside what the policy covers.
When a claim is rejected, read the stated reason first. If it looks wrong, reply with the specific missing proof rather than resubmitting the same files.
Track the claim until the money lands
Filing is only half the job. An approved claim should show up as a credit in your settlement data, and it is easy to miss when you have hundreds of returns a month.
Maintain a simple claim log with these columns:
| Column | Why it matters |
|---|---|
| Order ID / Return ID | Links the claim to the sale and the return |
| Date received, date claimed | Shows you stayed inside the window |
| Claim reference and status | Lets you chase open cases |
| Amount claimed and amount approved | Reveals partial approvals |
| Settlement date and reference | Confirms the credit arrived |
Each week, match approved claims against the settlement report and flag any that are approved but not credited. Teams that do this across thousands of rows often use a reconciliation tool; MarketplaceMetrics by Fundle tracks returns and recovery cases alongside settlements, so open claims do not sit unnoticed. Whatever you use, the principle is the same: every claim should end in a matched credit or a documented rejection.
Worked example
Illustrative example only; figures are made up for explanation.
A seller ships a kurta set with a selling price of ₹1,499. The customer returns it, and on opening the parcel the seller finds a torn piece and a missing dupatta. The seller records an opening video, takes photos and files an SPF claim for ₹1,499 within the window.
| Item | Illustrative amount |
|---|---|
| Claim amount raised | ₹1,499 |
| Amount approved by Flipkart | ₹1,200 |
| Credit seen in settlement | ₹1,200 |
| Unrecovered gap | ₹299 |
The seller logs the ₹299 gap, checks the approval note and the current SPF policy to see whether the difference is a valid limit or an error, and raises a follow-up with evidence only if it is not.
Questions and answers
What is the Flipkart SPF claim?
SPF is the Seller Protection Fund, a Flipkart mechanism that can compensate sellers for certain return cases, such as damaged, missing or wrong items. Eligibility, limits and timelines depend on the current policy, so confirm the latest terms in Seller Hub or with your account manager.
How long do I have to file an SPF claim?
The window is set by Flipkart's current SPF policy and can change, so do not assume a number of days. Check the policy in Seller Hub, note the deadline against each return when it is received, and file as soon as you have inspected the parcel.
Is a photo enough as evidence?
Often not. An unedited opening video showing the return label, AWB and product condition is much stronger, and photos should support it. Dispatch-time photos help prove the item left in good condition. Always follow the evidence requirements given in the claim form.
How do I know if an approved claim was paid?
Look for the credit in your settlement report and match it to the claim reference, order ID or return ID. If a claim is approved but no credit appears, or the amount is lower than expected, raise a ticket with the claim reference and settlement details.