Topic outline

  • What happens if my item is returned damaged?

    • Vendor has to accept everything in all cases.
    • In cases where seller finds any discrepancy in the package/item he has received v/s what he handed over to Daraz, he can always claim it but only by using the claims form.
    • In all cases of claims, seller has to submit pictures of the product as a proof.

    • What do I do when an item is returned?

      Upon customer's decision to return a product, you will receive a return form with the item indicating the return reason. Based on Daraz seller agreement, all return items must be accepted. However, if an item is returned in a damaged or an unacceptable condition, you can claim to request for compensation.

      • How do I file a claim on my returns items?

        To file a claim, you will need to fill in a return claim form which we will process accordingly.

        There are 9 fields that need to be filled in:

        • Claim Reason - The reason for the claim.

        • Order Number - Order number against which claim is being made.

        • Seller SKU - Seller SKU against which claim is being made.

        • Tracking Number - The tracking number for the order against which claim is being made.

        • Return Tracking Number - The tracking number of the return.

        • Item Price - The price of the product/item against which claim is being made.

        • Item Returned Date - The date when the product/item was returned by you.

        • Description: Enter a brief description of your claim.

        • Attachments - Upload any photographic evidence that may support your claim.

        • Is it possible for my claim to be rejected?

          Yes, your claim can be rejected if the proof provided is invalid.

          Submitting the claim more than once or wrongly submitting a form will lead to its rejection. This form is for dispute claims on the returned product, or for cases where the item has yet to be returned to you.

          • Will I be informed if the claim is approved or rejected?

            Yes, as soon as the report is received by our agents, they will inform you accordingly. If more information is required, please reply to the agent’s request within 48 hours to avoid the claim becoming void.

            • Will duplicate claims maximize my chances of compensation?

              No, multiple claims will decelerate the resolution process and increase rejection rate.

              • How am I able to increase my chance of compensation?

                Attaching proper evidence e.g. photos of item’s condition and of product packaging, proof of delivery, will help us speed up the investigation and more accurately assess your claim. With sufficient evidence, the chances of receiving compensation will increase significantly.