Refund & return SLAs

Refund due = accepted / QC-failure date + 96 h; a received return must move to inventory within 12 h. A breached line auto-escalates to the refund owner and stays in this rail until the money is actually received — nothing drops off on ageing. 29 open lines: vendor 11 · customer 14 · marketplace claims 4.

Every return is logged against its original Sales Order ID
Marketplace-initiated and direct returns are tracked separately, each against its original Sales Order ID, with return-window validity checked before a destination is offered. A return that does not reach its destination inside the watch period is auto-flagged as lost.
Sales Order IDMarketplaceReasonWindowReturn toTransitCustomer refund
405-6612098-1298700MARKETPLACE24 Jul Amazon UAES-Amazon · SGECOM Item not as described“colour differs from listing” In window DubaiUAE Office In transitJNT-5512093 Pending
NKSA66120871MARKETPLACE21 Jul Noon KSASup1 · SGECOM Damaged on arrivalphoto received from customer In window SaudiKSA Office Overdue 4 dayslost-return watch Pending
403-2231871-8812002DIRECT25 Jul Amazon UAESup8 · SGECOM Changed mindcustomer emailed CS 2 days left DubaiUAE Office Pickup scheduled Awaiting receipt
112-4412093-6612388MARKETPLACE22 Jul Amazon USIGECOM Wrong item receivedpossible dispatch error — verify at QC In window IndiaMarol godown Received — in QC Pending QC outcome To Return QC
028-8890332-4412001MARKETPLACE12 Jul Amazon KSASup8 · SGECOM No longer needed Out of window — Return declined —
Showing 5 loaded rows, against 31 open customer returns live.
The receiving team sees full context — product, original order, customer comment — then records a QC comment and moves the unit to inventory as Good / Damaged / Unsellable. If a different product came back, an alternate ASIN is mapped and OMS keeps ordered-vs-received linked, which is what separates a dispatch error from a customer fraud pattern.
Sales Order IDReceived atOrdered ASINReceived ASINQC commentInventorySignal
112-4412093-6612388 MarolIndia B0BOOK2231 B0BOOK2231 Sealed, unused — resellable Good —
405-1123098-2298031 UAE OfficeDubai B0ELEC5540 B0ELEC1108 Different model returnedalternate ASIN mapped Under alternate ASIN Wrong productcheck pattern
NAEH60011021 UAE OfficeDubai B0KTCH8821 B0KTCH8821 Glass lid crackedphoto attached Damaged —
403-5567231-1123099 DubaiE Fulfilment centre B0PERF3321 B0PERF3321 Repeat returner — 3rd this monthsame customer, different items Unsellable Abuse pattern flagged
Showing 4 loaded rows, against 7 returns awaiting QC at destination.
A replacement carries the original Sales Order ID and restarts the full source logic — Purchase → Tracking → QC → Dispatch → Delivery — grouped under the parent order with reason “Customer Replacement” and auto-marked high priority in the purchase and dispatch queues.
Replacement Order IDMarketplaceMaster SKUReasonReturn of original?StagePriority
403-9312876-7712345= parent Sales Order ID Amazon UAES-Amazon · SGECOM INZ_B09ABC1234sourced India Damaged in transit Yes — in transit back Purchasesourcing High View in queue
NAEH60010992= parent Sales Order ID Noon UAESGNoon · SGECOM AEZ_B0KTCH8821sourced UAE Missing accessory No — customer keeps item Dispatchpacking High View dispatch
028-6671209-8812344= parent Sales Order ID Amazon KSASup8 · SGECOM INZ_B0TOY99881_JITJIT stock Defective unit Yes — received, QC done Delivered Closed
Showing 3 loaded rows, against 6 open replacements. Replacement-without-return is flagged so inventory and cost stay accurate; total cost per order — original + return freight + replacement — feeds Gross Contribution.
Money due back from Amazon and vendors for QC failures, duplicates and cancellations. Pending → Received / Escalated / Closed, on the 96-hr SLA in the rail above. Tracked separately from customer refunds — the two clocks answer to different teams. Configure SLA
POSales Order IDSourceTriggerAmountRefund clockStatus
PO-IN-88121 403-9312876-7712345 INZ QC failure — damagedPath A · physical return INR 1,240 Refund by25 Jul 1 day 4 h over the 96-hr SLA Escalatedfinance notified
PO-AE-20911 405-2231871-0912302 AEZ Duplicate deliveryauto return raised AED 88 Refund by26 Jul 21 h left Pending
PO-IN-88301 403-6671098-2212093 INZ Order cancelled — return to seller INR 2,180 Refund by29 Jul in 3 days Pending
PO-US-IGECOM-0139 112-3345120-0912384 USZ QC fail — refund-firstUSA rule · no forward to UAE USD 38.40 — Received24 Jul
Showing 4 loaded rows, against 11 vendor refunds pending — INR 86,400 equivalent.
Raised when a return arrives damaged or never arrives at all. OMS carries the full Amazon Refund Claims Tracker field set — claim date, order, SKU, amount, status, expected date, reason, owner — and tracks whether each claim is received and accepted, not merely filed.
Claim dateMarketplaceSales Order IDSKUReasonAmountStatusOwner
24 Jul Amazon UAES-Amazon · SGECOM 405-6612098-1298700 AEIN123BOOK Return received damaged AED 96 Pendingexpected 30 Jul A. Khan
21 Jul Noon KSASup1 · SGECOM NKSA66120871 NKSA-PERF-31 Return never received SAR 145 Under review R. Fernandes
18 Jul Amazon USIGECOM 112-8890332-1123409 USBOOK-ISBN-2231 Carrier lost return USD 42 Acceptedreimbursed A. Khan
12 Jul Amazon KSASup8 · SGECOM 028-8890332-4412001 KSA-TECH-98 Return received damaged SAR 320 Rejectedappeal filed R. Fernandes
Showing 4 loaded rows — the full claims population this week.
Undelivered packages returning to origin follow the same receipt → QC → inventory flow, logged against the sales order, with RTO cost captured so it lands in the logistics cost report and in that order's Gross Contribution.
Sales Order IDMarketplaceCarrier / AWBRTO reasonBack atRTO costStatus
249-8812345-9912093 Amazon AUSA · SUNARK DHLDHL-4412098 Address incomplete3 delivery attempts — AUD 18 Returningin transit Track
NAEH60012101 Noon UAESGNoon · SGECOM J&T Express UAEJNT-5512301 Customer unreachable UAE Office23 Jul AED 14 QC doneadded to inventory
701-5567231-9987121 Amazon SGPTE J&T ExpressJT-8812344 Refused at door Stashworks24 Jul SGD 9 Awaiting QC To QC
Showing 3 loaded rows, against 9 RTOs this month.