To claim reimbursement for a fake or empty return, raise a dispute within the window in your seller agreement, with proof: a dispatch packing video, product photos with serial numbers, the return AWB, and an unboxing video or photos of the received parcel. Quote the order ID, return ID and the clause you rely on. Escalate in writing if rejected, then check the settlement report to confirm the credit actually landed.
What counts as a fake or empty return
A fake or empty return is one where what reaches your warehouse does not match what the customer received. Common patterns include an empty or tampered package, a different product, a used or damaged unit, missing parts or accessories, and fewer units than the order carried.
Not every such case is reimbursable. Marketplaces define eligibility differently, and some treat these cases as customer-return disputes while others treat them as courier or logistics claims. Read the returns and claims section of your seller agreement to see which categories qualify and under which head you must file.
Check your terms before raising a claim
Your claim stands on the contract and the marketplace's current policy, not on how unfair the case feels. Before filing, confirm the following in your seller agreement, seller panel help pages or the latest policy circular:
- The claim window, and whether it runs from return delivery or return receipt
- Whether your category is eligible for fake or empty return claims
- The evidence the marketplace accepts
- Whether reimbursement is at selling price, cost price or a capped value
- The channel for filing: panel ticket, email or account manager
Terms change, so confirm the latest version and save a dated copy with each claim.
Evidence to capture at dispatch and at return receipt
Most rejections come down to missing proof. Build evidence capture into the daily routine so it is not a scramble later.
At dispatch:
- A packing video showing the product, its size or variant, and the sealing of the parcel
- Photos of serial number, batch or barcode where applicable
- A photo of the shipping label with the AWB visible
At return receipt:
- An unboxing video that starts with the sealed parcel, showing the AWB and any tamper marks
- Photos of the contents, tags, accessories and the weight if you record it
- A side-by-side comparison with your dispatch evidence
Name every file with the order ID and return ID so it can be found in minutes.
Step-by-step: how to raise the claim
- Pull the order ID, return ID, AWB and stated return reason from your returns report.
- Compare the received item with your dispatch evidence and note the exact mismatch.
- File through the channel your agreement specifies, inside the claim window.
- State the facts plainly: what was shipped, what came back, and the clause you rely on.
- Attach evidence in the formats the marketplace accepts, and state the amount you are claiming.
- Record the ticket number, date and the amount claimed.
- Follow up before the response deadline, if one is stated.
Keep wording factual, for example: Order ID and return ID are listed below. The parcel was shipped with one unit as shown in the dispatch video. The return received was empty, as shown in the unboxing video. We request reimbursement as per the returns clause in our agreement.
Escalating rejected claims and confirming the credit
If a claim is rejected, ask for the reason in writing. Then answer that specific reason with evidence rather than refiling the same ticket. If the rejection ignores your evidence or the clause, escalate to your account manager or the seller support escalation route, quoting the earlier ticket number.
An approved status is not money received. Check your settlement report for the corresponding credit or adjustment, and match it to the return ID and amount. If an approved claim does not appear in a settlement, raise it again with the approval reference.
Outcomes depend on the marketplace's policy and your evidence, so do not book a claim as recovered until it is credited.
Track claims and spot repeat patterns
One-off claims are manageable. The bigger loss usually comes from patterns, such as the same SKU, pincode, courier or return reason showing up repeatedly. Keep a simple claim log with these fields:
| Field | Why it matters |
|---|---|
| Order ID and return ID | Links the claim to the settlement line |
| Claim date and window end | Prevents missed deadlines |
| Amount claimed and approved | Shows the recovery gap |
| Status and ticket number | Supports follow-up and escalation |
| SKU, courier, pincode | Reveals repeat patterns |
MarketplaceMetrics by Fundle can track returns and recovery cases alongside settlement reconciliation. Myntra Excel reports are reviewed, and other marketplaces are in scope discussion.
Worked example
Illustrative example only. These figures are not real results or marketplace rates.
A brand reviews one month of returns and finds 10 parcels that came back empty or with the wrong item. It claims ₹1,200 per case under its agreement, so the total claim is ₹12,000. The marketplace approves 6 cases (₹7,200) with proper dispatch and unboxing evidence and rejects 4 for missing unboxing video.
| Item | Illustrative amount |
|---|---|
| Claimed (10 cases × ₹1,200) | ₹12,000 |
| Approved (6 cases) | ₹7,200 |
| Credited in settlement so far | ₹6,000 |
| Approved but not yet credited | ₹1,200 |
| Rejected, evidence gap | ₹4,800 |
The ₹1,200 approved but not credited is the follow-up item, and the 4 rejections point to a process fix: record unboxing videos for every return.
Questions and answers
How long do I have to file a claim for an empty return?
It depends on the marketplace and your agreement. Some windows are short, so do not assume. Check the claim window in your seller agreement or latest policy circular, note whether it runs from delivery or receipt, and file as early as possible.
Is an unboxing video mandatory?
Requirements vary, so check your agreement and seller panel guidelines. Even where it is not mandatory, an unboxing video that starts with the sealed parcel and shows the AWB is among the strongest evidence you can attach, and it reduces rejection risk.
What if the marketplace rejects my claim?
Ask for the rejection reason in writing and reply to that exact reason with evidence and the relevant clause. If it is still rejected, escalate to your account manager or seller support escalation route, quoting the original ticket number and dates.
How do I know the reimbursement was actually paid?
Look for the credit or adjustment in your settlement report and match it to the return ID and amount. A claim marked approved on the panel is not proof of payment. If it is missing, raise it again with the approval reference.