Orders
You review online returns. Shipping disputes are NDR, not shop refunds.
Returns is a decision queue, not an automatic refund pipe. Shipping disputes are for Delhivery NDR (not delivered) cases. Walk-in shop returns belong in Counter App.
After login you use
These are private Seller Portal screens. They are not in the public sitemap. This article only explains what they do.
- Returns
- Shipping disputes
How to do it
Step 1
Open Returns on a regular block
Guidance suggests reviewing returns and support in the same daily window so they do not pile up.
Step 2
Do QC, then approve or reject
Do not refund from memory. Use the condition and evidence fields.
Step 3
Respond to NDR on Disputes
If Delhivery could not deliver, the dispute row is where you act — not the product editor.
Returns queue
Filter by status: approval needed, awaiting approval, ready for refund, in transit, refund initiated, refunded. The sidebar badges returns you have not opened yet.
QC before you decide
When the parcel is back, record what arrived: SKU, quantity, condition (resalable or not), packaging, accessories, photos, a note. Approve or reject after that check. Reverse AWB applies when Delhivery created one. Buyer refunds go through Razorpay when a refund is due.
Shipping disputes
NDR disputes list failed-delivery cases. You respond with an action on the row. This is courier exception handling, not the same screen as a shop-counter return.
What this is not
- Not Counter shop returns. Those are billed in the POS app.
- Not a promise that every return is auto-approved.
FAQ
- Who controls the refund?
- You review the return in Seller Portal. Refunds to the buyer use Razorpay when the return is accepted under the order rules.
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