Marketplace Return Policy

This policy governs returns on marketplace orders — what the end customer can send back, who pays for the return leg and how the money reverses. Suppliers and resellers both trade under it, and it sits under the Marketplace Terms. In Pakistani COD e-commerce, returns are a line item, not an edge case — this policy keeps them fair.

1. The return window

The default return window is 7 days from the delivery date — platform default, may be set per marketplace terms. A supplier may set a different window on a listing; the window shown on the product card when the order was placed is the one that applies.

2. What can be returned

A return needs a reason, and the reason goes on the record as a verified code:

• damaged — the item arrived broken, torn, faulty or not working.
• wrong_item — a different item, size, color or variant than ordered; also covers not-as-described claims.
• customer_return — the customer changed their mind, ordered by mistake or no longer needs it.

The reason code matters because it decides who pays — a sizing problem and a supplier quality problem are different events on the ledger.

3. Who pays the return courier

The courier charges for the return leg the same as the trip out. The cost lands on the side responsible for the reason:

• Defective, damaged or wrong item — the supplier bears the return courier cost (platform default, may be set per marketplace terms).
• Change of mind — the reseller or the end customer bears it, per the listing terms (platform default, may be set per marketplace terms).
• Whatever the split, the charge is recorded on the order — never absorbed silently.

4. RTO — refused parcels

RTO — return to origin — is a parcel the customer refuses at the door or never collects. It never became a sale, but it already cost a delivery attempt. RTO courier costs land on the side set by the marketplace terms (platform default, may be set per marketplace terms). This is why the reseller's confirm-before-forward step exists: every bogus order cancelled before dispatch is a return fee nobody pays.

5. How refunds move

Marketplace refunds move through the settlement ledger, not through cash at the door. When a sold order is returned, the settlement reverses the returned lines and the platform commission on them credits automatically on the next monthly invoice. The reseller makes the refund to the end customer; the ledger keeps all three sides square.

6. Partial returns on multi-supplier orders

One customer order can be fulfilled by several suppliers — the platform splits it into per-supplier fulfillments, each with its own tracking and status. If the customer returns only part of the order, only that supplier's fulfillment goes through return; the rest stays delivered and settled. A partial return posts against the lines it actually covers.

7. Inspection and disputes

The supplier inspects returned stock on receipt — if the parcel comes back empty-box, used or carrying a different item than was shipped, that goes on the record with photos. If either side disagrees with how a return was recorded or costed, the path is the Marketplace Dispute Resolution process: raise it on the record with a note and evidence, and the platform reviews the order and ledger.