The right software to track marketplace claims and reimbursements matches returns, RTOs and settlements at order level, flags shortfalls against your agreed terms, and turns each one into a case with evidence, a filing deadline and a recovery status. Look for order-level reconciliation, fee checks, case tracking and exportable proof, not just a dashboard of totals.
What counts as a claim or reimbursement
For a D2C brand, a claim is any case where the marketplace owes you money or a correction, and you have to ask for it. The usual categories are:
- Returns not received or received wrongly: the customer refund was deducted from you, but the item came back missing, swapped, damaged or never arrived.
- RTO and lost-in-transit shipments: the order was not delivered and the stock did not reach you, yet the sale was reversed.
- Fee and commission differences: what was charged differs from your agreed terms or rate card.
- Short or delayed settlements: the payout does not match sales minus valid deductions.
- Disputed penalties or deductions: charges you believe do not apply to the order.
Which of these are eligible, and within what window, depends on your seller agreement and the marketplace's current policy. Confirm both before you build a process around them.
Why claims get missed without a system
Claims are rarely missed because nobody cares. They are missed because the proof sits in several places and the deadline is easy to lose track of. Each leak needs data from at least two sources:
| Leak | What to compare | Typical evidence |
|---|---|---|
| Return not received | Marketplace return report vs warehouse inward | Return ID, inward entry, photos |
| RTO stock not back | RTO list vs stock actually received | AWB, dispatch proof, inward log |
| Fee mismatch | Settlement fee lines vs agreed terms | Agreement clause, rate card, settlement report |
| Short settlement | Order-level sales, returns and deductions vs payout | Settlement and order reports |
This is why a tool that only shows monthly totals is not enough. The gap is visible only at order level.
What to look for in claims tracking software
- Order-level matching: the sale, shipment, return and settlement line for the same order should be tied together.
- Terms-based fee checks: you load your agreed commission and fee terms, and the tool flags lines that differ. The rates must come from your agreement, not from the vendor's assumptions.
- Case management: every shortfall becomes a case with an amount, owner, status and filing date.
- Deadline alerts: claim windows differ by marketplace and claim type, so you should be able to set them from your own agreement.
- Evidence storage: documents and references stay attached to the case, so anyone can reopen it later.
- Recovery reporting: raised, approved, rejected, received and pending amounts, with ageing.
- Fit with your marketplaces: ask which report formats are supported today, not which are planned.
Spreadsheet, recovery agency or software?
| Option | Works when | Watch out for |
|---|---|---|
| Spreadsheets | Low order volume, one marketplace, one person owning the process | Manual lookups, version drift, missed deadlines as volume grows |
| Recovery agency | You want filing outsourced | Commercial terms vary, so compare them; check how much visibility you keep and what data access you give |
| Reconciliation and claims software | Multiple SKUs, high returns, finance needs an audit trail | Setup effort and report format coverage |
Many brands start with spreadsheets and move when the monthly matching takes longer than the recoveries justify.
Where MarketplaceMetrics by Fundle fits
MarketplaceMetrics by Fundle reconciles marketplace sales and settlements, checks commissions and fees against agreed terms, and tracks returns and recovery cases. Today, Myntra Excel reports are reviewed. For other marketplaces, scope is discussed based on the reports you receive. Pricing is a tailored quote based on your marketplaces and volumes.
It suits brands where finance and ecommerce teams both need one view of what is owed, what has been raised and what has been recovered.
Questions to ask before you buy
- Which marketplace report formats do you support today, and which are only planned?
- Can I set my own fee terms and claim windows?
- Are cases created automatically, manually, or both?
- Who files the claim: my team or yours?
- Can I export a case file with its evidence?
- How is pricing structured, and what drives it?
Run a pilot on one closed month of settlement data. Ask your team to verify a sample of flagged items against the source reports, and only then decide.
Worked example
Illustrative only: these figures are invented to show the method, not real rates, results or customer data.
| Finding in one month's settlement review | Amount (₹, illustrative) |
|---|---|
| 12 returns where the refund was deducted but the item was not received (12 × ₹1,200 average value) | 14,400 |
| 5 orders where the fee charged was ₹60 above agreed terms (5 × ₹60) | 300 |
| One short settlement after matching sales, returns and deductions | 2,000 |
| Total flagged for cases | 16,700 |
Flagged is not recovered. Each line becomes a case with evidence and a deadline, and the recovered amount is known only after the marketplace responds.
Questions and answers
Can software file marketplace claims for me?
Many tools flag shortfalls and track cases, while the actual filing happens in the marketplace seller panel or through email. Ask any vendor exactly who files, whether it is automated or manual, and what you must supply.
How far back can I claim reimbursements?
The window depends on your seller agreement, the claim type and the marketplace's current policy. Check the agreement and the latest seller guidelines, then set those windows as alerts so cases are raised before they expire.
Do I need claims software if I sell on one marketplace?
Not always. At low volume, a disciplined spreadsheet can work. Software starts to pay off when returns are high, SKUs are many, and your finance team cannot match returns and settlements by hand before deadlines.
Does MarketplaceMetrics support every marketplace?
Myntra Excel reports are reviewed today. Other marketplaces are in scope discussion, depending on the reports you receive. Pricing is a tailored quote, so share your marketplaces and monthly volumes to get a clear view of fit.