To file a damaged return claim on Ajio, first check your seller agreement and Ajio's current return policy for eligibility and the claim window. Then collect outbound packing proof, return receipt photos or video, and order, SKU and return AWB details. Raise the dispute through your seller panel or account manager, track the ticket, and confirm the credit in your settlement report.
What counts as a damaged return
A damaged return claim arises when the parcel Ajio returns to you does not match what you shipped. Typical situations are a used or soiled garment, a torn or broken item, a missing tag or accessory, or a different product inside the package.
Not every such case is claimable. Whether Ajio or its logistics partner is liable depends on the return reason, the category, the quality check outcome and your agreement. Treat the wording in your seller agreement and the latest Ajio seller policy as the final word, not what is commonly assumed in seller groups.
Check your terms before you raise anything
Many claims are lost because the seller raised them late or under the wrong category. Before filing, confirm these points from your seller agreement, the Ajio seller panel and any policy updates shared with you:
- Claim window: how many days after the return is received or marked delivered you can raise a dispute.
- Eligible return types: customer returns, courier returns and RTO may be treated differently.
- Evidence required: the photos, videos or documents Ajio accepts.
- Liability and caps: whether compensation is full value, partial, or capped.
- Escalation path: seller support, ticketing, or your account manager.
Save the date of the version you checked, since terms can change.
Evidence to collect for every return
Build this evidence at the time of dispatch and receipt, not after a dispute starts.
- Photos or a short video of the item, tag and packaging before dispatch.
- Order ID, SKU, size, return AWB and outbound AWB.
- An unboxing video of the return parcel, showing the sealed package, the AWB label and the condition of the item in one continuous recording.
- Clear photos of damage, missing parts or the wrong item received.
- Any quality check remarks or return reason shown in the seller panel.
- Your own inward entry, with date and receiver name.
Name files by order ID and return AWB so they can be found in minutes.
Steps to file the claim
- Identify the return in your returns report and note its status, return reason and delivered date.
- Inspect and record the parcel on receipt, with the unboxing video and photos.
- Check the claim window and calculate the last date to raise the dispute.
- Raise the dispute through the route your agreement specifies: the seller panel, a support ticket or your account manager. Select the closest matching reason.
- Attach evidence and write a factual summary: what was shipped, what was received, and the difference.
- Note the ticket number and set a follow-up date.
- Escalate with the ticket history if there is no response or the rejection reason does not match your evidence.
Track the claim into your settlement
An approved claim is not recovered until the credit appears in your settlement. Match each ticket against the settlement report: check whether a credit or reversal of an earlier deduction was posted, whether the amount equals what was approved, and whether the reference ties back to the order.
Doing this on spreadsheets works for a handful of cases and breaks at volume. MarketplaceMetrics by Fundle tracks returns and recovery cases alongside settlement reconciliation. It currently reviews Myntra Excel reports, and Ajio coverage is a scope discussion, so confirm availability with the team before relying on it.
Common mistakes that cost recoveries
| Mistake | Result | Fix |
|---|---|---|
| No unboxing video | Claim rejected for lack of proof | Make it mandatory at the returns desk |
| Filing after the window | Claim not accepted | Track a last-date for each return |
| Vague description | Generic rejection | State shipped versus received condition |
| No follow-up on credits | Approved money never noticed | Reconcile tickets with settlements monthly |
Worked example
Illustrative example only; figures are not real Ajio data.
A brand receives 50 returns in a month. On inspection, 5 are damaged or incomplete, each with a landed cost of ₹900, so ₹4,500 is at risk. The team has unboxing videos for 4 of them and raises 4 claims within the window. Suppose 3 are approved in full (₹2,700) and 1 is rejected for a mismatched reason (₹900). The fifth has no video, so it is not raised (₹900 lost).
When the settlement arrives, the team finds only ₹1,800 credited against the ₹2,700 approved. The missing ₹900 goes back to the ticket for follow-up. Without matching tickets to settlements, that shortfall would have gone unnoticed.
Questions and answers
How long do I have to raise a damaged return claim on Ajio?
The window is set by your seller agreement and Ajio's current seller policy, and it can change. Check both, note the last date for each return from its delivered date, and raise the claim well before that cut-off.
What proof is best for a damaged return dispute?
An unboxing video showing the sealed parcel, AWB label and item condition is strongest, supported by pre-dispatch photos and order, SKU and AWB details. Confirm in your agreement which formats Ajio accepts.
Can I claim for RTO parcels that arrive damaged?
Possibly, but RTO and customer returns may be handled under different terms. Read the relevant clause in your seller agreement or ask your account manager in writing, then follow the evidence and timeline rules given for that category.
How do I know the claim amount was actually paid?
Match the ticket number and order ID against your settlement report and check for a credit or reversed deduction equal to the approved amount. If it is missing or short, reopen the ticket with the settlement reference.