When to dispute a return
If you are unsatisfied with a returns evaluation by our Takealot Returns team, it is possible to log a dispute within 30 calendar days after the returned item has been collected from Takealot's Distribution Centre.
How to dispute a return
- Download and complete the attached Excel file template here or at the bottom of this article.
- Complete Sheet 1 with your RRN number and the reason for your return dispute. Please be as specific as possible when providing your reason for the dispute. Please view the Dispute Scenario and Comprehensive Explanation Guidelines in the Return Dispute Matrix below for suggestions on the information required for your return dispute reason.
- Save the file and submit it via the Seller Support Contact form with the Seller Query Types: Sales, Orders & Returns > Dispute a Return > Any of the final selections
- We'll review your submission and provide a resolution within two weeks of submission.
- If we need more information, we'll contact you via your support ticket. Please respond as promptly as possible.
- You'll receive an Excel file detailing the outcome of your return dispute.
Important! Assessments are based on the information you provide. Comprehensive reasons should be provided for all return disputes.
Return Dispute Matrix
Use the table below to assist you in completing your Return Dispute File. Please note that these are guidelines and examples only. There may be much more relevant or vastly different information to provide with your query. Use this as your starting point if you are unsure how to structure your dispute and only provide factual information.
| Dispute Scenario | Comprehensive Explanation Guidelines |
|
Packaging damage
|
Consider providing the following types of information as it relates to your dispute.
I received my products back from the customer, but the packaging is damaged.
The customer/ Takealot damaged the packaging.
The packaging damage seems to be beyond normal wear and tear because of [insert reason].
The item has been returned without packaging, which is needed for [insert reason]. Any other relevant scenario. |
|
Missing accessories/parts
|
Consider providing the following types of information as it relates to your dispute.
As per the What's In the Box, the [insert item/accessory] is included in the product but has not been returned. See this URL for the What's in the Box requirements: [insert URL]
The product is missing a part: [insert item/accessory]
Any other relevant scenario. |
|
Damaged product
|
Consider providing the following types of information as it relates to your dispute.
As per our technical evaluation, the product is partially/fully functional.
Any other relevant scenario. |
|
Product is missing
|
Consider providing the following types of information as it relates to your dispute.
Any other relevant scenario. |
|
Non-returnable item accepted
|
Consider providing the following types of information as it relates to your dispute. Takealot has accepted a return of an item that is specifically marked as non-returnable on Takealot's Catalogue.
Any other relevant scenario. |
|
I received another product.
|
Consider providing the following types of information as it relates to your dispute.
I received my return, however, the product I was sent is different from the one I sold. Takealot delivered the incorrect product. |
|
Part of my product was swapped with a different one. |
Consider providing the following types of information as it relates to your dispute.
|
Here is an example of what your completed sheet will look like before submitting:
Want to see how much you will be paid out for an approved return dispute?
Click here to view the payment percentage value.
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