How to track returned shipments and raise appeals in Seller Lab

The Returned Shipments page in Seller Lab helps you track every shipment coming back to your warehouse or service point. You can view its current location, check real-time status updates, keep track of confiscation deadlines, and raise appeals if a delivery attempt was incorrectly recorded.

Which shipments appear on the returns page

Every item returning to you appears here, regardless of the reason:

Return Type	What It Means
RTV (Return to Vendor)	Stock being picked up from a noon warehouse or delivered back to you. (Appears once your inventory removal request is approved and handed to logistics).
NDR (Non-Delivery Return)	Customer orders that could not be delivered and are coming back to you.
CIR (Customer-Initiated Return)	Orders that were returned by the customer.

How to access the returns page

This will open up the Returns Shipment page. You will see a first-time tour, which is a quick guided tour that will pop up the first time you visit. You can replay it anytime by clicking the (?) button next to the page title.

Navigating the four tabs

All Returns: Shows every single returned shipment coming back to you.
At Risk of Confiscation: Displays shipments that need immediate action from your side (e.g., failed warehouse deliveries, items waiting for pickup, or missing freezone gatepass documents). Each item displays an exact deadline date.
In Progress: Displays shipments currently being processed by noon or Seller Support (e.g., upcoming delivery attempts or active appeal reviews).
Closed: Shows finalized shipments that are delivered, collected, confiscated, or lost.

How to filter and search your returns

Use the top search bar to find shipments by Shipment Number or your Client Reference. You can also filter by:

Return Type: Filter by RTV, NDR, or CIR.
Transfer Mode: How the item is being returned:
- Delivery: We deliver the items back to your warehouse.
- Pickup: You pick up the items from a noon service point.
- Freezone: We deliver the items back to your freezone warehouse.
Exporting Data: Click the Export icon next to the filters to download your current view as a CSV file.

Understanding shipment statuses

General Statuses (All Shipments)

Processing: We are preparing your shipments. No action is required from you yet.
Under Review: Seller Support is reviewing your appeal.
Appeal Accepted: Seller Support accepted your appeal. Confiscation is paused until the issue is resolved.
Appeal Rejected: Seller Support rejected your appeal. The original confiscation deadline still applies.
Paused: Seller Support put the shipment on hold while investigating. Confiscation deadlines are paused, and Support will reach out regarding the next step.
Confiscated: The deadline passed without action or a successful appeal, and the shipment was confiscated under the Confiscation Policy.
Lost: The shipment was lost in our network. The shipment is closed, and you will be compensated in your financial reconciliation.

Mode-Specific Statuses

Shipment type	Status	Description
Delivery Shipments:	Delivery Failed	Delivery was attempted but failed. Check the deadline and raise an appeal if recorded incorrectly.
Delivery Shipments:	Delivered	Successfully delivered back to your warehouse.
Pickup Shipments:	Ready for Collection	The item is waiting at the service point. Collect it before the deadline.
Pickup Shipments:	Collected	Successfully picked up by you.
Freezone Shipments:	Gate Pass Requested	Action required—you must submit gatepass documents so we can complete delivery.
	Gate Pass Received	Documents submitted and currently under review by noon.
	Fees Accruing	Daily storage fees are actively charging until the shipment is delivered.

Deadlines and timelines before confiscation

The Deadline column counts down the working days left for you to act (e.g., "5 days left", then "Today").

Note: All days refer to business days in your warehouse’s country. No countdown runs while a shipment is Processing, Under Review, or Paused.

A. Delivery to Your Warehouse

You have 7 business days after the first failed delivery attempt to take action or appeal:

Day 0: First failed delivery attempt; countdown begins and an email notification is sent.
Days 1 to 7: Prepare for the next delivery attempt or raise an appeal if the failed attempt was logged incorrectly.
Day 7: Last day to appeal. After this, the shipment is subject to confiscation at any time.

B. Pickup from a Service Point

You have 10 business days to collect shipments once they arrive at a service point:

Day 0: Item arrives at the service point and is ready for pickup; email notification sent.
Days 0 to 11: Collect your items, or raise an appeal if you are unable to collect them.
Day 11: Last day to collect or appeal. After this date, uncollected items are subject to confiscation.

C. Freezone Deliveries

You have 7 business days to submit gatepass documents once requested:

Day 0: Gatepass request email sent.
Days 0 to 7: Submit the gatepass documents or raise an appeal.
Day 7: Last day to submit/appeal. Storage fees begin accruing daily from this day onward. Shipments are subject to confiscation after 90 business days.

How to view shipment details

Click on any shipment row in the table.

The details page will show:
- Status, Return Type, and Client Reference
- Warehouse or Service Point location
- Number of delivery attempts
- Complete Activity List (history of everything that happened to the shipment)

How to raise an appeal

You can submit an appeal while the countdown is active, up to the exact deadline date shown. Each shipment can be appealed once.

Single Shipment Appeal:

Open the shipment details and click Raise an appeal (or click New appeal above the main table and pick the shipment).

Under Tell us what happened, choose the issue and add optional notes for Seller Support.

Click Submit appeal. Save your Appeal Request Number (e.g., APL-1234) for reference.

Bulk appeal (Multiple shipments from one delivery):

Open the shipment with a failed delivery attempt status and then click on Delivery attempt (failed) in the Activity panel.

Select/tick the shipments involved. Click Appeal selected.

Note: If the "Raise an appeal" button is greyed out, hover your mouse over it to see why.

What happens after you appeal

Under Review: The shipment is frozen from confiscation while Seller Support reviews the request.
Accepted: Confiscation is paused. Support will coordinate next steps (e.g., scheduling a new delivery attempt or extending your pickup deadline).
Rejected: The original confiscation deadline remains active. Support will leave a note explaining the reason for rejection.

You can track all decisions and notes under the Appeal History tab.

Email Notifications

We automatically send email alerts when:

A delivery attempt to your warehouse fails.
A shipment is ready for collection at a service point.
Gatepass documents are needed for a free zone delivery.

That’s it!

Got questions?