Capture proof at dispatch, compare the marketplace's claim against your own records, and raise a dispute within the window in your seller agreement. Attach packing videos, AWB scans, weights and product identifiers. Then track the case until the reversal is credited or rejected, and check your settlement report to confirm that money actually came back.
What fake delivery and false return claims look like
The terms are used loosely, so separate the cases before you act. Each needs different evidence and often a different escalation path.
| Case | What happens | Key evidence |
|---|---|---|
| Fake delivery | Order marked delivered, customer says it never arrived | AWB tracking, delivery scan, proof of delivery, geo or OTP details |
| Empty or wrong item return | Return arrives with a different, used or missing product | Packing video, unboxing photos, serial numbers, tags |
| False non-receipt claim | Customer claims a parcel was not received but it was | Courier delivery confirmation, call logs, delivery attempts |
| Return of a used product | Item returned after use, marked as unused | Condition photos, hygiene seals, QC notes |
Do not label a customer as fraudulent without proof. For your claim, "item received does not match item shipped" is more useful than "fraud".
Build the evidence trail before a dispute starts
Most claims are lost because evidence was never captured, not because the marketplace refused to listen. Make these habits part of your dispatch routine:
- Packing video or photos showing the product, its condition and the label for each order, especially high-value or easily swapped items.
- Unique identifiers such as serial numbers, IMEI, batch codes or tamper-proof tags, recorded against the order ID.
- Weight at dispatch, so a lighter return parcel stands out.
- Dispatch and handover scans with the AWB, courier and timestamp.
- Return-side unboxing video the moment a return reaches your warehouse, with the parcel seal visible.
Store everything in a folder structure or sheet keyed by order ID, so retrieval takes a minute and not a day.
Spot patterns in your return data
One bad return is a case. Repeated ones are a pattern, and patterns are easier to escalate. Review your return and order data regularly for:
- Return rate spikes on a particular SKU, size or price band.
- Clusters of "not received" claims on one pincode or courier route.
- Repeat returners, where the marketplace data lets you see this.
- Return reasons that do not match the condition of what you receive.
Compare the return reason recorded by the marketplace with your warehouse QC outcome. A wide gap is the signal to investigate.
Raise the claim step by step
- Check the clock. Find the dispute or claim window in your seller agreement or seller panel policy. Confirm the latest terms, as they change.
- Collect the order file. Order ID, AWB, delivery or return scan dates, your dispatch proof, and return unboxing proof.
- State the mismatch plainly. For example: "Shipped one unit, serial ending 4821. Return received contains a different product."
- Raise it through the official channel in your seller panel or with your account manager, and keep the ticket number.
- Escalate with a summary if the first reply is generic. Attach all evidence in one organised set and reference earlier tickets.
- Log the outcome as approved, partly approved or rejected, with the expected credit or reversal.
Confirm recovery in your settlements
An approved claim is not recovered money until it shows in a settlement. Match each case against the settlement report: was the original sale reversed, was a return-related deduction applied, and was a compensation or reversal credited afterwards?
Also check that commissions and fees on the disputed order were treated as per your agreed terms. Rates and rules differ by marketplace and category, so rely on your seller agreement or rate card, not memory or assumptions. If you reconcile in Excel, keep one tab for open recovery cases with order ID, claim date, amount claimed, status and settlement reference.
MarketplaceMetrics by Fundle reconciles sales and settlements, checks fees against agreed terms and tracks returns and recovery cases in one place. Myntra Excel reports are reviewed today, and other marketplaces are in scope discussion.
Reduce repeat losses
- Add tamper-evident packaging for high-risk SKUs.
- Use serial or batch capture for items that are easy to swap.
- Review courier performance on repeat non-delivery pincodes and raise it formally.
- Hold a monthly review of open claims, ageing and rejection reasons, so you learn what evidence is missing.
- Ask your tax adviser how any recovered or written-off amounts should be treated in your books and GST filings.
Worked example
Illustrative example only. Figures are not real rates or results.
A brand reviews one month's returns and finds 20 cases where the received item did not match the item shipped. Suppose the combined sale value is ₹40,000 (illustrative). Only 12 cases have packing and unboxing proof, so the team raises those 12, worth ₹24,000 (illustrative), within the dispute window.
Say 9 are approved (₹18,000, illustrative), 2 are rejected for unclear video, and 1 is pending. The team then checks the next settlement and finds credits for only 7 of the 9 approved cases (₹14,000, illustrative). The remaining ₹4,000 (illustrative) goes back to the marketplace as a follow-up. The lesson: evidence decides the claim, and settlement matching confirms the money.
Questions and answers
How long do I have to raise a false return claim?
The window depends on the marketplace and sometimes the category. Check your seller agreement and the dispute policy in your seller panel for the current timeline, and note the date the return was received so you never miss the cut-off.
What is the best evidence against a fake delivery claim?
Courier tracking with the delivery scan, proof of delivery such as OTP or signature where available, delivery attempt logs, and your own dispatch proof. Together these show the parcel left you correctly and reached the address.
Can I recover the money if the marketplace rejects my claim?
Sometimes. Escalate with a consolidated evidence file, quote earlier ticket numbers, and ask for the specific rejection reason. If it still fails, record the loss, review what proof was missing, and tighten dispatch and return-receiving processes.
How do I know a recovery has actually been paid?
Match each approved case to your settlement report by order ID or reference and look for the reversal or credit. Keep a recovery log with claimed, approved and received amounts, so any shortfall is visible and can be followed up.