Flipkart SPF Claim – How When and Why?
As an online seller, you know that product returns are inevitable. For certain categories, the percentage of returns can be as high as 40%. Some of these returns are genuine, but many are not. Flipkart has a easy product return policy and buyers sometimes lose money because of this.
To solve this problem, Flipkart has introduced a solution.
The solution is Seller Protection Fund or SPF.
This SPF allows sellers to claim damages on products that are returned by customers.
SPF allows you to get 100% money back in cases where damaged products are returned.
Keep reading to understand how it works.
Why Do Customers Return Products
There are 2 scenarios in which a seller will get returns.
Customer refused to accept the product.
In this case you do not need to do anything.
Customer received the product, but returned it after using it.
As a seller, returns in scenario number 2 affect your seller rating on Flipkart. If your seller rating goes down, then your business will go down as well.
You will get returns for both scenarios.
In both cases, you should inspect the product for any damages.
In both cases, you as a seller is not at fault and should not be penalized. For this reason, Flipkart has introduced the SPF claim process.
You can only claim a SPF when the product you shipped had no problems. If the product you shipped was bad, then your claim can be denied.
SPF Claim Guidelines
There are no rigid guidelines for submitting an SPF claim.
You can use a simple rule of thumb to know whether you should submit an SPF claim.
If you are losing money in the transaction, you should claim SPF.
That means if the product returned by the customer is damaged, make an SPF claim.
If the packaging is missing or damaged which makes the product un sell able, make an SPF claim.
But, if a product is returned in original condition, then do not make an SPF claim.
In that case, you should contact seller support and have your ratings reversed.
How To Start An SPF Claim On Flipkart
As of today, you have start an SPF claim within 14 days of getting a returned order.
Before I show you the process of initiating an SPF claim, remember.
Always open your returned products while recording them.
I would recommend taking a video instead of pictures as video shows much more details.
You can always extract images from videos but not vice versa.
Remember, images supporting your claim are mandatory to even start an SPF claim.
Without detailed images, your claim will have little chance of being granted.
How To Make an SPF Claim
To file an SPF claim, log into your seller panel, and click ‘contact seller support’ in the top right corner. It will take you to a new screen.
There are 3 ways to contact seller support, phone, chat and email. For a SPF claim, email is preferred. Click on the link to open a new page.
In the query box, choose the reason as ‘SPF claim’.
You will need the order ID and order item ID to file a claim.
You can find the order ID and order item ID from your ‘Returns Dashboard’. See the image below to see how.
After filling the order ID and order item ID, you have to fill the subject and body of the email. Here is a basic script that you can use.
After this, attach all the relevant images and click submit.
That’s it, your claim is submitted.
Tracking SPF Claims on Flipkart
Tracking your claims is easy.
Inside your Flipkart seller panel, go to ‘Contact Seller Support’.
Select the ‘SPF Claims’ tab.
You will see all your claims with their updates.
If you have any issues with a claim decision, then you can contact seller support with your problem.
Returns are inevitable, but they should not slow your business.
By being a smart seller, you can manage and grow your business.
What other initiatives do you think Flipkart should take to enhance the seller experience? Let me know in the comments.