How to submit a gatepass for your freezone returns

When you ship orders through noon, some items may be returned by customers or go undelivered. Because your warehouse is located within a free zone (such as DWC, JAFZA, or another), customs regulations require an approved gate pass before any goods, drivers, or vehicles can enter your zone.

noon collects these returns at our hub and will ask you to upload the necessary gatepass documents in the noon Seller portal before we can dispatch the shipment straight back to your warehouse.

The gatepass process: Step-by-step

Email replies are no longer accepted—all actions must be completed directly inside the Seller Lab.

Follow these steps to process your request:

Step 1: Watch for the email notification: When your returns are ready, noon will generate a Gatepass Request and send you an email notification. Click Go to Portal within the email to open the request directly.

Step 2.a : Locate the request in your portal: You will be redirected to the Gatepass Request where you can see all the requests.

Step 2.b: You can also sign in to your noon Seller Lab, then navigate to Seller Logistics and select Gatepass Requests.

Step 3: Review shipment details and download assets:
- Find your request (use the Action Required tab to filter for items waiting on you) and click View Details.

- Inside the request, noon provides everything you need to apply for your gatepass, including:

The packing list
The commercial invoice
Assigned driver details (Name & ID)
Assigned vehicle details (License plate)
Destination warehouse

Step 4: Apply for the gatepass with your freezone authority: Download the packing list and invoice. Use these documents along with the provided driver and vehicle details to apply for and obtain the approved gatepass documents from your respective free zone authority (e.g., DWC, JAFZA, AFZ, etc.).

Step 5: Upload your documents:

- Once the free zone authority issues your gatepass documents, return to the requests in the portal. Click Upload Documents on each required slot and add the matching file.

Accepted formats: PDF or JPG.
Note: You only need to upload the specific documents marked Action Required.

Note: If the freezone authority issues all the documents in one file, you can upload the same file for all required fields.

- You can click on the Activity button to check the status of your uploaded documents. You can also add your comments in this section, and the operations team will review and provide clarity about the status of documents.

Understanding request statuses

You can monitor the progress of your request using the tabs and activity indicators in your portal. Each document is reviewed individually.

Status	What it means	What you need to do
Action Required	noon needs one or more gatepass documents for this shipment.	Open the request and upload the required documents.
Under Review	You have uploaded your documents, and noon is verifying them.	Nothing—the noon team is checking the files and will update the status shortly.
Approved	Your gatepass documents have been accepted.	Nothing—noon will dispatch the returns to your warehouse. The driver can now present these documents at the free zone gate for entry.
Rejected	A document was not accepted. The specific reason for rejection will be shown on the document panel.	Review the rejection reason, fix the issue with your free zone authority, and re-upload the corrected file. It will automatically return to Under Review.

Frequently Asked Questions (FAQs)

1. Which specific documents do I need to upload?

A request can ask for up to three separate gatepass documents depending on your zone's requirements: a Goods document (for the items), a Driver document (matching the assigned noon driver), and a Vehicle document (matching the assigned noon vehicle). Only upload slots marked Action Required.

2. How quickly should I respond to a request?

As soon as possible. noon cannot dispatch your returned items or send the driver to your warehouse until all required documents are fully approved.

3. Can I just reply to the notification email with the documents attached?

No. Email replies are not monitored or accepted for gatepass submissions. You must upload the files directly through the noon Seller Lab.

That’s it!

Got questions?