Product Return Resolution
Last update on Sept 10, 2017
Policy for Product Return Resolution
Table of Contents
1. TRUST DEAL POLICY
1.1. Timelines
1.2. Product Return Request Acceptance Criteria
2. RETURN TO ORIGIN (RTO)
2.1. Applicable Charges
2.2. Timelines
3. REVERSE PICKUP (RPU)
3.1. Applicable Charges
3.2. Timelines
4. RETURN PRODUCT REMAINS UNDELIVERED DUE TO SELLER’S NON-AVAILABILITY/NON- ACCEPTANCE
5. SELLER TRUSTPAY
6. SELLER DISPUTES
6.1. Timelines
6.2. Resolution Mechanism
KEY TERMS
- DROP-SHIPMENT is a delivery model wherein the seller will be responsible for packaging and shipping the product to the customer through one of our Logistic Service Provider (LSP)
- CONSOLIDATED SHIPMENT is a delivery model wherein if the seller receives several orders from the website, then in order to expedite collection and dispatch of such products, a designated LSP partner shall first collect all such ordered products from the seller and consolidate them at a designated premise (consolidation centre) and then the respective products will be dispatched to the customers by the LSP identified by GETIT.QA. Seller is responsible for packaging the products
- FULFILLED BY GETIT.QA (FBG) is a delivery model wherein the seller may keep the products in the fulfilment centre along with a detailed inventory of the same and GETIT.QA shall be responsible to pack and dispatch the products to the customers as per the orders received by the seller from time to time and in accordance with the directions of the seller
- SELLER RETURN RESOLUTION is a policy which protects sellers from delay in delivery of products returned by customers. Sellers are compensated in case there is a breach of timelines by GETIT.QA
- RETURN TO ORIGIN (RTO) refers to the scenario wherein the product is returned back to the seller either because it remains undelivered to the customer or because of non-acceptance of product by the customer
- REVERSE PICKUP (RPU) refers to the situation wherein the product is returned by the customer after delivery
1. TRUST DEAL POLICY
1.1. Timelines
The customer is allowed to raise a request for replacement/exchange or refund as per the Trust Deal Policy. When a customer places a return request, he/ she is asked to state the reason for placing the return request. The same is conveyed to the seller through an email. If in case seller has any query, seller can raise a query after receiving the returned product.
NOTE: “The actual date of product return may fall beyond Trust Deal Policy (since customers at times are asked to visit customer service centres for resolving issues), but those cases will still qualify for replacement/exchange or refund as per the “Trust Deal Policy”. In cases where customer raised the request beyond Trust Deal Policy and GETIT.QA may accept such product return, the product will not be sent back to the seller.
1.2. Product Return Request Acceptance Criteria
To know everything about the conditions under which the product return will be accepted, please click on the link below:
2. RETURN TO ORIGIN (RTO)
Return to Origin (RTO) refers to cases related to the product(s) that has/have -
- Not been delivered to the customer
- Not been accepted by the customer even after 3 attempts for delivery made by the LSP
2.1. Applicable Charges
In the case of RTO, the following fees shall be applicable to be charged to the Seller:
Fulfilment mode |
Shipping Fee |
Reverse Pick Up Fee* |
Payment Collection Fee |
Packaging Fee** |
Marketing Fee |
FBG |
Waived |
Waived |
Waived |
Waived |
Waived |
DS / CS |
Waived |
Waived |
Waived |
N/A |
Waived |
* Reverse Shipping Fee is the cost incurred in bringing the RTO item back
** Applicable where such fees are levied by GETIT.QA as per commercial policy
There will be no impact on the seller rating.
The above charges shall be levied in all cases, except in the case of subcategories that may be notified by GETIT.QA., if any.
2.2. Timelines
Please refer to “Seller Trust Pay” mentioned in Section 5 (below) of this document to know about the timelines within which the product will be returned back to the seller.
3. REVERSE PICKUP (RPU)
Reverse pickup refers to those cases where the customer has requested for either a replacement/exchange or return post-delivery of the order. The order is picked by the LSP from customer and is taken to reverse centres or directly send the product back to seller as per GETIT.QA instruction with coordination of particular seller.
3.1. Applicable Charges
In case of return for replacement or exchange of product due to any reason as mentioned in the Trust Deal Policy, the following fees will be charged/ reversed to the seller:
In case of return for replacement or exchange of items: (Return Reason: - Error from Sellers)
Fulfilment mode |
Reverse Pick Up Fee |
Shipping Fee |
FBG |
Charged |
Charged |
DS /CS |
Charged |
Charged |
In case of return for replacement or exchange of items: (Return Reason: - Error from Customer)
Fulfilment mode |
Reverse Pick Up Fee |
Shipping Fee |
FBG |
Waived |
Waived |
DS /CS |
Waived |
Waived |
In case of refund of product due to any reason as mentioned in the Trust Deal Policy, the following fees will be charged/ reversed to the seller:
In case of return for refund of items: (Return Reason: - Error from Sellers)
Fulfilment mode |
Shipping Fee |
Reverse Pick Up Fee |
Payment Collection Fee |
Packaging Fee |
Marketing Fee |
FBG |
Charged |
Charged |
Charged |
Charged |
Charged |
DS /CS |
Charged |
Charged |
Charged |
N/A |
Charged |
In case of return for refund of items: (Return Reason: - Error from Customer)
Fulfilment mode |
Shipping Fee |
Reverse Pick Up Fee |
Payment Collection Fee |
Packaging Fee |
Marketing Fee |
FBG |
Reversed |
Waived |
Reversed |
Waived |
Reversed |
DS /CS |
Reversed |
Waived |
Reversed |
N/A |
Reversed |
The above charges shall be levied in all cases, except in the case of subcategories if any that may be notified by GETIT.QA. Additionally, in cases of returns due to seller’s fault, the seller is liable to pay damages according to the Prohibited Seller Activities and Consequences Policy.
3.2.Timelines
Please refer to “Seller Trust pay Policy” mentioned in below Section 5 of this document to know about the timelines within which the product will be returned back to the seller.
4. RETURN PRODUCT REMAINS UNDELIVERED DUE TO SELLER’S NON- AVAILABILITY/NON-ACCEPTANCE
In case the returned product remains undelivered to the seller because either seller is not available at the delivery location or seller refuses to accept the product, then:
- GETIT.QA will send a communication to the seller after receiving non delivery confirmation from LSP
- If the seller does not respond back in 2 calendar days, GETIT.QA will instruct the LSP for second attempt for the delivery of the returned product.
- If the seller responds back, GETIT.QA will arrange a second attempt as per the seller’s request. The seller is entitled to request for a delivery attempt not later than 3 calendar days of first communication
- If the product remains undelivered even after the second attempt, GETIT.QA will send the communication to the seller about such second attempt and thereafter GETIT.QA will not entertain any request or claims regarding the same. It shall also be presumed that the seller has waived all the ownership rights vested in the product shipped to the customer and thus the product will become an unclaimed shipment/product
- Further, due to cost and space constraints, GETIT.QA reserves all rights to liquidate all such unclaimed products without any obligations of any kind to the seller or any third party/parties
5. SELLER TRUST-PAY
- The seller must accept all products returned under this policy
- The returned order must reach the seller on or before the expiry of 7 to 10 days from the date of dispatch of the order by the seller.
- In case the timeline of 10 days is breached, the following reimbursements are provided by GETIT.QA to the seller based on the day the order is delivered back to the seller:
S.No. |
Day until which product remains undelivered to the seller |
Reimbursement provided by GETIT.QA to seller |
1 |
11th day till expiry of 15th day from the date of dispatch of the order by the seller |
5% of the seller proceeds as well as the product |
2 |
16th day from the date of dispatch of the order by the seller |
100% of the seller proceeds without seller’s claim on the product |
Note:
- Post-delivery of the returned product, the seller should acknowledge the receipt of product in the return delivery note by marking it as return accepted with date and time.
- In the event the seller refuses to accept the returned product, then the date on which the seller refused to accept the returned product shall be deemed to be the date of delivery of the returned product for the above purposes
- For orders which are prepared delivery note, picked by LSP, but cancelled, seller trust pay policy will be applicable
- Date of dispatch is the date on which the order was shipped by the seller
- In the case of FBG, product inventory update date will be considered as “return to seller date” for the purpose of above policy
6. SELLER DISPUTES
6.1. Timelines
- If a seller needs to raise a dispute with respect to the returned order, the seller must do so within 3 calendar days of return update date*. Any dispute raised post 3 calendar days of return update date* shall not be entertained by GETIT.QA
- In case the seller does not receive the product and the LSP confirms delivery of the product to GETIT.QA, the seller should raise a claim within 5 calendar days of return update date*. Failure to raise a claim within the stipulated timeline would lead to the shipment being marked by GETIT.QA as return accepted, which will be final and binding. No claim would be entertained thereafter by GETIT.QA
- When a product is delivered to the seller, the seller should stamp and sign the Proof of Delivery (POD) with date and time
- Seller should check packaging of the (returned) product at the time of delivery by the courier partner. If not satisfied with the state of outer packaging, seller should mention the same on the Proof of Delivery (PoD) - along with their name, signature and stamp of the firm with date time.
- In case Seller discovers the issue later, they can raise dispute (if required) within 3 calendar days of receipt of the returned product.
* Return update date is the date on which GETIT.QA updates the ‘return delivered date’ by mail.
6.2. Resolution Mechanism
- Disputes would be resolved and sellers shall be compensated as per “Seller Return Resolution Policy”
- GETIT.QA will endeavor to resolve all genuine claims with requisite proofs within 10 calendar days. The proof of delivery would be conclusive evidence for the closure of such claims.
- Seller should refrain from raising fake reimbursements requests and excessive or frivolous disputes. If in case seller is found to engage in any such activities, the same shall be dealt as per Prohibited Seller Activities and Consequences Policy