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This article applies to selling in: India

Reimbursements Process during COVID-19 period (Duration : 2021)

To safeguard your business during the 2nd wave of COVID-19 in India in 2021, we have enabled the following features in the reimbursement process. Please consider the below features to apply to the Seller Reimbursement Policy for the duration communicated below or otherwise informed to you.

1) Extending claim windows and Pausing Clawbacks

Due to the ongoing contingency of COVID-19, we are temporarily relaxing claim windows for different types of reimbursements (FBA inbound/ warehouse/ removal related, Switcheroo, Safe-T - (Refer to the Table below for details)). This will ensure that your reimbursement claims are not denied if you happen to miss the claim window as per our regular reimbursement policy. We hope that this relaxation in the claim window will allow you enough time to file claims and avoid any losses due to missed claims. The details of the claim window relaxation can be found in Table 1.

We are pausing all manual clawbacks for impacted sellers until further notice. This is meant to help minimise the impact on your cash-flow due to clawbacks. We will reach out to impacted sellers separately on this with more details via email. The clawback will be paused for all sellers whose sales have been impacted during the pandemic by more than 50% in their sales in April 2021, compared to sales of January 2021, February 2021 and March 2021.

The above measures are temporary and will remain active until further notice

For more announcements and updates, refer to COVID-19 help page

Table 1. Claim window changes for different fulfillment channels
Channel Reimbursement type Regular Policy COVID-19 Reimbursement Policy
FBA Missing from Inbound To be claimed within 60 days from inbound shipment delivery date To be claimed within 60 days from inbound shipment delivery date (same as regular policy)
Warehouse lost or damaged To be claimed within 60 days from date of inventory adjustment To be claimed within 60 days from date of inventory adjustment (same as regular policy)
Removal Shipment Lost To be claimed within 30 days from the date of removal order shipped date To be claimed within 30 days from the date of removal order shipped date (same as regular policy)
Removal shipment missing or damaged units To be claimed within 7 days from date of shipment delivery To be claimed within 30 days from date of shipment delivery if the date is between 21 April, 2021 and 7 July, 2021
Customer returned different item (removal order) To be claimed within 30 days from the date of shipment delivery To be claimed within 30 days from the date of shipment delivery (same as regular policy)
Incorrect fee (fulfillment fee) To be claimed within 60 days from the date of fee charged To be claimed within 60 days from the date of fee charged (same as regular policy)
Incorrect referral fees To be claimed within 30 days from the date of order To be claimed within 30 days from the date of order (same as regular policy)
Seller Flex Switcheroo/Materially Different Returns Claims To be claimed within 7 days from return delivery date To be claimed within 30 days from date of return delivery date if the date is between 21 April, 2021 and 7 July, 2021
Damages No claim based policy as flat rate for damages is reimbursed No claim based policy as flat rate for damages is reimbursed (same as regular policy)
Lost-In-Transit Dispute claims
  1. To be claimed within 7 days from return delivery date for units marked delivered (to dispute return delivery status)
  2. To be claimed Between 50- 75 days from refund date for items nor reimbursed and not marked delivered
  3. To be claimed between 50-75 days from replacement ship date for units with replacement

  1. To be claimed within 30 days from return delivery date for units marked delivered (to dispute return delivery status) for units marked delivered between 21 April, 2021 and 7 July, 2021
  2. To be claimed between 110- 140 days from refund date for items not reimbursed and not marked delivered if refund date is between 21 April, 2021 and 7 July, 2021
  3. To be claimed between 110-140 days from replacement ship date for units with replacement if refund date is between 21 April, 2021 and 7 July, 2021
Incorrect referral fees To be claimed within 30 days from the date of order To be claimed within 30 days from the date of order (same as regular policy)
Easy Ship & MFN Switcheroo/Materially Different Returns Claims To be claimed within 7 days from return delivery date To be claimed within 30 days from return delivery date if the date is between 21 April, 2021 and 7 July, 2021
Damages To be claimed within 7 days from return delivery date To be claimed within 30 days from return delivery date if the date is between 21 April, 2021and 7 July, 2021
Lost-In-Transit Dispute claims
  1. To be claimed within 7 days from return delivery date for units marked delivered
  2. To be claimed between 30- 60 days from return request date for self shipped returns

  1. To be claimed within 30 days from return delivery date for units marked delivered if the date is between 21 April, 2021 and 7 July, 2021
  2. To be claimed between 30- 60 days from return request date for self shipped returns (same as regular policy)
Incorrect referral fees To be claimed within 30 days from the date of order To be claimed within 30 days from the date of order (same as regular policy)

2. Proactive reimbursements for lost/damaged items (in-transit)

While we are relaxing the claim window and clawbacks, we will also work on delaying/holding off reimbursement to give you time to reconcile you accounts as order fulfillment and delivery is delayed due to COVID ( to our FCs , or in your location ). This means that we will extend the window for in transit lost/damaged items reimbursements (Refer to Table 2 below for details). However, be assured that we will do our best to ensure that your items are returned to you as soon as possible.

Table 2. Reimbursement window changes for different fulfilment channels
Channel Type of reimbursement Regular Policy COVID reimbursement policy
Seller Flex Lost in Transit 50 days from refund to customer date 110 days from refund to customer date if refund date is between 21 April, 2021 and 30 June, 2021
Easy Ship & MFN Lost in Transit 50 days from refund to customer date 110 days from refund to customer date if refund date is between 21 April, 2021 and 30 June, 2021
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