To raise a claim for a return not received, first confirm the return was initiated and the refund was deducted from your settlement. Collect courier tracking, return IDs, order and invoice details and photos. Then raise a ticket on the seller panel within the window in your seller agreement, escalate if unresolved, and track the credit in your next settlement.
What 'return not received' actually means
The term covers several different situations, and the right claim depends on which one you are in:
- Lost in transit: the courier shows the return as dispatched or in transit, but it never arrives at your warehouse or the marketplace's returns centre.
- Marked delivered, not received: tracking says delivered, but your team has no inward entry for it.
- Wrong or empty item received: a package arrives but contains a different product, a damaged unit or nothing at all. This is usually a separate claim type.
- Reversal without the goods: the sale value was reversed in your settlement, yet the stock was never returned to you.
Check how your marketplace categorises each of these in the seller panel, because claim names and eligibility differ from one marketplace to another.
Check these three things before you raise a claim
- Return status in the seller panel. Note the return ID, the order ID, the return type (customer return or RTO) and the current status.
- Courier tracking. Get the AWB and the full scan history, including the last scan and its location.
- Your settlement report. Confirm that the sale was actually reversed or deducted. If no money was taken back, you may not have a financial loss to claim, only a stock-count mismatch.
Also check your own inward records. Returns often sit unscanned at the dock or get logged under another reference. Rule out your own warehouse before you blame the marketplace.
Evidence to collect for the claim
- Order ID, return ID, AWB and SKU or style code
- Courier tracking screenshot or export showing the last status and date
- Invoice copy and original dispatch proof
- Settlement line showing the reversal or deduction for that order
- Your inward or GRN register showing no entry for the return
- Photos or video of the original packed item, if you record dispatch
- Any earlier ticket or email references
Keep every claim in a single pack, one folder or sheet row per return ID. Reviewers reject claims faster when evidence is scattered or the IDs do not match.
Steps to raise the claim
- Confirm the window. Find the time limit for filing return-related claims in your seller agreement or the seller support documentation, and confirm the latest terms with your account manager. The limit may run from the return initiation date, the delivery scan or the settlement date.
- Open the claim or ticket in the seller panel under the returns or claims section. If your marketplace supports bulk upload, use the prescribed template and keep to the field formats.
- Select the right issue type, such as return not received, wrong item received or damaged item.
- Attach the evidence pack and write a short factual note: order ID, return ID, AWB, last tracking status, date of deduction and the amount you are claiming.
- Record the ticket number and the date raised in your own claim log.
- Escalate through your account manager or the escalation matrix if the ticket is not answered within the stated turnaround.
- Verify the credit in a later settlement. A claim marked approved is not recovered until the money appears.
Why claims get rejected and how to avoid it
| Likely reason | What to do |
|---|---|
| Filed after the window | Review returns weekly, not monthly, and diarise each deadline. |
| Mismatched IDs | Use the exact order ID, return ID and AWB from the panel. |
| Tracking shows delivered to you | Share your inward register and any gate or dock records showing no receipt. |
| Reversal not visible | Attach the settlement line and highlight the order. |
| Wrong claim type | Match the issue type to what physically happened. |
If a claim is rejected, ask for the specific reason in writing and check it against your agreement before you re-appeal.
Track recovery so claims do not go missing
Recovery tends to fail in follow-up, not filing. Keep a log with return ID, claim date, amount claimed, ticket status, amount credited and the settlement in which it appeared. Review it at every settlement cycle and chase anything pending beyond the stated turnaround.
Doing this by hand across thousands of orders is slow. MarketplaceMetrics by Fundle reconciles sales and settlements, tracks returns and recovery cases, and flags deductions that do not match your terms, so open claims stay visible. Myntra Excel reports are reviewed today, and other marketplaces are in scope discussion.
Worked example
Illustrative example only. These figures are not real data or marketplace rates.
A brand finds 10 customer returns in a month where the settlement shows the sale reversed, but its inward register has no entry. Assume each order was ₹1,499.
- Reversed sale value: 10 × ₹1,499 = ₹14,990
- Courier tracking: 7 returns show in transit with no later scan, and 3 show delivered with no inward entry
- Action: raise 10 claims with the evidence packs, separating the two groups in the notes
Say the agreement compensates at a different basis, such as cost or a capped value. If that basis were ₹620 per unit, the claim would be 10 × ₹620 = ₹6,200. Check your agreement for the compensation basis before estimating recovery.
Questions and answers
How long do I have to raise a return not received claim?
It depends on your marketplace and seller agreement. Some count from the return initiation date, others from the delivery scan or settlement. Check your agreement or seller support documentation, confirm the latest terms with your account manager and raise claims promptly.
Can I claim if tracking says the return was delivered?
Often yes, if you can show it was not received. Provide your inward register, dock or gate records and any photos. Whether the claim is accepted depends on the marketplace's review and your agreement, so keep the evidence organised.
What amount can I claim for a missing return?
The compensation basis is set by your seller agreement or marketplace policy. It could relate to selling price, cost or a cap. Do not assume it matches the reversed sale value. Confirm with your agreement or account manager before estimating.
How do I know a claim was actually recovered?
Look for the credit in your settlement report and match it to the return ID or ticket number. An approved status is not recovery. Log the settlement date and amount, and follow up if the credit is missing.