Managing your direct delivery returns

Managing customer return requests for Direct Delivery orders is simple once you know the steps. This guide walks you through every stage of the return process, from receiving a request to selecting the final verdict, so you never miss an SLA or a customer request.

Note: This process is live for some selected sellers only currently.

How Return Requests Arrive

When a customer submits a return request (such as an Exceptional Return Case along with a statement and photo attachments):

Email Notification: You receive an automated email notifying you of the new request.
Where can you see this: Go to Fulfilled by Partner, click Direct Delivery shipment, and then select the specific Direct Delivery warehouse. Then click on Return Requests

Status & SLA: The new request appears in Pending status with an active live Service Level Agreement (SLA) countdown timer. To better understand each status refer to this table.
Return Details Page: Click on any Order ID number to view complete details:
- Return status, order number, and AWB number
- Customer contact information and delivery address, and statement
- Return reason Uploaded photos, item details, and full activity timeline
- Scheduled visit dates and final verdicts (once updated)

Managing the pending status

Every new return starts in the Pending status. You have 3 days to contact the customer and take action. You will receive daily reminder emails until you act.

Important SLA Warning: If you take no action within the 3-day window, the request automatically expires and the customer is auto-refunded.

Available Actions in Pending State:

Schedule Visit:
- When to use: Use this when you have contacted the customer and agreed on a pickup/visit date.
- How to submit: Click on Schedule Visit; a pop-up appears where you can select a date within the next 5 days and choose one of the available time slots. Click Confirm Date. The status changes to Scheduled
  - 9:00 AM – 12:00 PM
  - 2:00 PM – 5:00 PM
  - 7:00 PM – 10:00 PM

Note: Scheduled dates cannot be rescheduled once confirmed, so always double-check with the customer first.

Mark Non-Responsive:
- When to use: Use this if you cannot reach the customer after 3 separate contact attempts.
- How to submit: Click the dropdown menu next to Schedule Visit, select Non-responsive, and click Confirm.

What happens next: This pauses your SLA countdown and escalates the request to Seller Support.

Managing the scheduled actions & final verdicts

Once a visit is scheduled, you must submit a final verdict within 3 days after the visit date. Daily reminder emails will be sent until a verdict is submitted.

Important SLA Warning: If you fail to select a verdict before the deadline closes, the request status moves to Customer Refund in Progress, actions are disabled, and the customer is auto-refunded.

Available Verdict Actions:

You can check the available verdicts once you schedule the visit. Post scheduling you will get a drop-down which shows the available verdict you can take.

Mark as returned

You can click on Mark Returned on the actions tab. This will open up a pop-up showing a disclaimer that - marking this shipment as returned would issue an instant refund to the customer. Click on Confirm to proceed with refunding the customer.

Item repaired:

If the item is repaired, you can click on Item repaired and then upload Proof of delivery of the repaired item, then click on Confirm.

Item replaced:

If the item is replaced, you can click on Item replaced and then upload Proof of delivery of the replaced item, then click on Confirm.

Non-responsive:

If the customer is non-responsive, you can select this option and the same will be updated in the return details for the seller support to take the necessary action. Refer to this section to learn more.

Verdict Action	When to Use	Required Proof	Result
Mark Returned	You have successfully collected the item from the customer.	None (you must confirm that you have collected the item).	Customer is instantly refunded.
Item Repaired	You repaired the item for the customer.	Proof of Delivery (POD) upload required (PDF or image file, max 10 MB).	Case is closed with no refund.
Item Replaced	You replaced the item for the customer.	Proof of Delivery (POD) upload required (PDF or image file, max 10 MB).	Case is closed with no refund.
Non-responsive	Customer was unreachable for the scheduled visit after 3 attempts.	Proof of 3 contact attempts.	Escalated to Seller Support (SLA paused).

Escalation flow: Non-responsive customers

When you mark a customer as non-responsive:

The SLA countdown pauses.
A non-responsive icon displays next to the customer's name, and the action button changes to View Details. Clicking on view details button will open the return details and the banner on the top shows that the customer is non-responsive.

Seller Support is notified and will reach out to the customer on your behalf.
Seller Support will resolve the ticket in one of two ways:
- Reset to Pending: Moves the return back to Pending status (your 3-day SLA countdown resumes).
- Cancel Request: Cancels the return request.

Summary of status, notifications, and SLAs

Status	Description	Action Timeframe / SLA	Notifications Received	What Happens on SLA Breach?
New Request / Pending	This is a new return request.	3 days to schedule a visit or mark non-responsive.	New request email + daily reminders.	Customer is auto-refunded.
Non-responsive	The customer is non-responsive.	SLA Paused while Seller Support handles the case.	None.	Seller Support moves back to Pending or cancels.
Scheduled	You have scheduled a visit to the customer.	Visit day + 3 days to submit a final verdict.	Daily reminders until verdict.	Customer is auto-refunded.
Cancelled / Auto-refunded / Closed	The return is canceled, refunded, or closed.	None (Final states; view details only).	None.	Request is closed.

Note: Customers can cancel an open return request at any time. Cancelled requests will show as Cancelled in your dashboard, and no further action is required from you.

That’s it!

Got questions?