SOP For Customer Complaint Return (RPU) Dispute Resolution

Scope
Standard process for RPU dispute resolution
In order to raise any dispute / query, please write at sellershelp@snapdeal.com.
What is RPU?
RPUs are all such orders where customer has raised complaints or products were not as per
customers expectations. Snapdeal has tried to resolve such complaints by sending them to service
centers (if applicable). Cases which havent been resolved by the service center have been recalled
and checked by Snapdeal and found products to be defective or not as per customer expectations.

Please note that it might take 10-45 days for RPU cases to come back to the sellers.

RPUs will be sent by Jasper Infotech, usually bunched together in one bag. The package will also
have a sheet attached which will indicate Customer Complaint Returns

Timeline to Raise a Dispute:
Once RPU is delivered back to seller, seller should raise complaint within 3 working days of receiving
the product. Post 3 working days of delivery, Snapdeal will not be able to provide resolution to any
complaint.
Process Details

All reverse picked up shipments on complained orders will be received by Snapdeal. In all cases,
except for the ones where courier is responsible for damaging/losing shipments, will be sent back to
seller with complete details of the returned order. Seller has to raise an issue as per the following
time lines or the returned shipment will be deemed accepted by the seller.
Snapdeal will send a mail from customer-complaint@snapdeal.com to the seller when they are
shipping the products from Snapdeals warehouse back to the seller
Non-receipt of returned shipment after 10 working days of SD shipping it (Please raise the
issue within 10 working days of receiving the shipping mail from customer-
complaint@snapdeal.com)
Issue will be resolved in 7 working days from the date of raising dispute
If the Proof of Delivery (POD) is provided to seller, the case will stand closed
If Snapdeal fails to provide POD within working 7 days, seller will be paid in the next
payment cycle


Damage receipt - (Please raise the issue within 3 working days of receiving the shipment)
Seller would have to provide images of outer packing, inner packing and the product
(received as RTV) and send on sellershelp@snapdeal.com within 3 working days of receiving
the shipment. Snapdeal will inform the seller if the product needs to be returned to
Snapdeal or not.
The issue would be investigated and closed within 7 working days based on the images sent
by seller and the condition of shipment received from customer
If courier partner is found guilty of damaging the product on the way to seller, then it will be
penalized by Snapdeal and the payment will be released to the seller in next payment cycle
In case of non-resolution of issue within 7 working days by Snapdeal, seller will be paid in
the next payment cycle

Wrong product receipt - (Please raise the issue within 3 working days of receiving the shipment)
Seller would have to provide images of outer packing, inner packing and the received
product (received as RTV) and send on sellershelp@snapdeal.com within 3 working days of
receiving the shipment. No issues will be entertained in absence of this.
The issue would be resolved within 7 working days. Either the correct product will be sent or
payment will be released for the same value in the next payment cycle
In case of non-resolution of issue within 7 working days by Snapdeal, seller will be paid in
the next payment cycle

Any other issue (Please raise the issue within 3 working days of receiving the shipment)
The seller should send a mail to sellershelp@snapdeal.com and we will solve the problem on
an issue to issue basis
The issue will be resolved within 7 working days of raising the dispute. In case issue is not
resolved within 7 working days, seller will be paid in the next payment cycle
Important Note

The above mentioned guidelines are applicable only when the seller accepts all shipments sent as
part of RTV process. In case any shipment is not accepted by the seller the 1
st
time, Snapdeal will not
be liable for any damage, and will have no liability.
The seller can raise an issue as per the above mentioned guidelines which would be resolved as per
the timelines defined.