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Seller Claims Policy

Daraz wants to help sellers succeed. That’s why they have a seller claims policy. This policy helps the sellers to get compensated for any issues that might arise with returned products.

Why File a Claim?

  • Avoid financial loss from product returns.
  • Protect your seller scorecard rating.
  • Keep your business running smoothly and avoid penalties.

What Can You File a Claim For?

  • Damaged item received
  • Missing item(s) from the returned package
  • Returned item never received (after 30-45 days)
  • Returned item received after 30 days
  • Wrong item received
  • Incorrect penalty charged on a returned item
  • Cancellation penalty and scorecard adjustment (charged incorrectly)

Important Guidelines:

  • Always note any issues on the delivery receipt.
  • Use the seller claims form and choose the reason that best fits your situation.
  • Provide clear proof of your claim, such as photos, receipts, or videos.
  • Your product cannot violate Daraz’s policies (e.g., intellectual property).
  • Pack items with the same tracking number together.
  • Do not reject returned packages. File a claim instead.
  • Submit claims within 5 business days of receiving a returned item.
  • There are time limits for different claim types (see details below).
  • Respond to Daraz agents within the given timeframe to avoid claim rejection.

How to Avoid Claim Rejection:

  • Submit claims within the specified time limits.
  • Provide clear photos of the item in both the original and received condition.
  • Raise claims for damaged/wrong/missing items within 5 business days.
  • File claims for lost or undelivered items within 45 days of shipment.
  • Submit claims for penalty charges within 2 billing cycles.
  • Ensure your claim description matches the issue and photos you submit.
  • Include a valid receipt for claims where you dropped off the order.
  • Don’t file claims for re-attempted deliveries.
  • Claims for scrapped items (already attempted delivery 3 times) will be rejected.
  • Daraz packaging guidelines must be followed in submitted documents.
  • Don’t use untagged flyers in your store, as claims will be rejected.

Reasons for Non-Payout:

  • If the customer’s return reason is valid (proven by QC team).
  • If the seller already received the returned item with proof (POD).

By following these steps, you can increase your chances of getting your claim approved and getting compensated for your losses.