How to Handle Return Requests
A complete guide to the return workflow — from buyer requests to refund processing and fraud protection.
Returns are a normal part of selling online. destin.bio's return system is designed to protect both you and your buyers. Here's how to handle returns smoothly.
When a Buyer Requests a Return
Buyers can request a return from their order tracking page within your return window. When they do:
- You receive a WhatsApp and email notification immediately.
- The return request appears in Dashboard → Returns with status "Pending".
- The buyer must provide a reason and their UPI ID or bank account details for the refund.
You have 48 hours to respond to a return request. If you don't approve or reject within 48 hours, the return will be automatically approved by the system.
Reviewing a Return Request
- 1Open Dashboard → Returns.
- 2Click the return request to view the buyer's reason and details.
- 3You can Approve or Reject the return at this stage.
- 4If you approve — your pickup address is shared with the buyer and Shiprocket arranges a reverse pickup courier automatically.
- 5If you reject — provide a clear reason. The buyer is notified via WhatsApp and email with your rejection reason.
Being responsive and fair with return requests leads to better reviews. A smooth return experience often converts an unhappy buyer into a repeat customer.
After the Item is Returned to You
- 1Once you receive the returned package, carefully inspect the product condition.
- 2Open the return in your dashboard and click "Mark as Received".
- 3For prepaid orders — click "Process Refund" if the product is acceptable. The refund is automatically sent to the buyer's original payment method via Razorpay.
- 4For COD orders — no action needed from you. destin.bio processes the refund to the buyer's UPI/bank account within 3–5 business days.
- 5If the product is not in acceptable condition — use "Report Fraud / Wrong Item" instead (see below).
For COD returns, your payout for that order is held until the buyer's return window expires AND the COD amount has been remitted to destin.bio by Shiprocket. This ensures the platform can process the buyer's refund before releasing your payout.
Fraud Protection: Disputing a Returned Item
If the returned item is damaged, a completely different product, or clearly fraudulent, you can raise a dispute before processing the refund:
- 1After marking the item as received, click "Report Fraud / Wrong Item" instead of "Process Refund".
- 2Upload up to 5 photos clearly showing the problem (damaged item, wrong product, missing parts).
- 3Write a detailed explanation of the issue.
- 4Submit — the case goes to destin.bio admin review.
Admin Review Process
Once you raise a fraud dispute:
- Your payout for this order is paused during the review period.
- destin.bio admin reviews both the buyer's reason and your evidence photos.
- Admin Approved — the refund is issued to the buyer and your payout for this order is forfeited.
- Admin Rejected (Upheld) — no refund is issued to the buyer, and your payout becomes eligible.
Only raise a fraud dispute if you have genuine evidence. False disputes can result in account penalties.
Auto-Expiry: What If the Buyer Never Ships Back?
If a buyer's return is approved but they don't ship the product back within 15 days:
- The return is automatically closed by the system (marked as "auto-expired").
- Your payout hold is released — the order amount becomes eligible for your next weekly payout.
- No action is required from you. You'll see "Auto-closed" badge on the return card.
Return Statuses at a Glance
| Status | What It Means | Your Action |
|---|---|---|
| Pending | Buyer submitted a return request | Approve or Reject within 48 hours |
| Approved | You approved — buyer is shipping back | Wait for product to arrive |
| Received | You confirmed product arrival | Process Refund or Report Fraud |
| Refunded | Refund completed successfully | No action — terminal state |
| Rejected | Return denied (by you or admin) | No action needed |
| Disputed | You reported fraud — under admin review | Wait for admin decision |
Return Refund Methods
| Payment Method | Who Processes Refund | How | Timeline |
|---|---|---|---|
| Online / Prepaid (Razorpay) | Seller (via dashboard) | Automatic reversal via Razorpay to original payment method | 5–7 business days |
| COD | destin.bio platform (admin) | Manual UPI/bank transfer by our team to buyer's provided account | 3–5 business days after seller marks received |
Transit Damage: Who Bears the Cost?
If a buyer reports that a product arrived damaged during courier transit, the responsibility depends on packaging quality:
- If your packaging was adequate (bubble wrap, sturdy box, fragile labels) but the courier mishandled it — this is a courier fault. You can file a claim with Shiprocket.
- If your packaging was poor (thin cover, no protection) and the product broke — this is on you. Refund the buyer and improve your packaging.
- Buyers must report transit damage within 48 hours of delivery with photos of the product AND the outer packaging.
- Claims without photos or reported after 48 hours may be rejected.
Invest in good packaging — it's your first line of defence. Bubble wrap, corrugated boxes, and fragile stickers cost very little but prevent costly damage claims.
Consider photographing or recording a short video of your packing process for high-value items. This protects you if a buyer falsely claims transit damage.
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Questions about your shop? Check your dashboard or read more seller guides.