Cokion International Store Damage Policy
Cokion does not take any liability for products that are damaged or lost in the
seller’s premises and will not pay for or entertain any claims for
reimbursement from sellers to that effect. This policy only addresses cases
wherein an item that was handed over to Cokion for fulfilment using the Easy
Ship program was either not returned to the seller (lost in transit) or
returned by Cokion in an unsellable condition (damaged). In both these
scenarios, the seller account should have already been debited to pay the
For returns and refund related topics, go to Returns and
Lost item reimbursement
If an Easy Ship – Fulfilled Unit is not returned to the Seller,
then Cokion will investigate to locate the returned unit using its internal
tracking system. Based on the investigation result, either the unit will be
returned to the seller, or the seller will be reimbursed in case the unit is
determined to be lost (seller is credited with the evaluated fair market value*
of your lost inventory, less any applicable Easy Ship and Selling on Cokion
fees = Reimbursement Value).
Cokion will proactively reimburse the sellers in following cases:
all units where the seller was debited for customer refund that are not
returned to seller, based on Cokion’s internal tracking systems and
processes, even after 30 days from the refund date, Cokion will reimburse
seller proactively within 50 days from the refund date.
units with replacement or exchange, if the original orders not returned to
the seller, based on Cokion’s internal tracking systems and processes,
even after 30 days from the replacement or exchange ship date, Cokion will
reimburse seller proactively within 50 days from the date the replacement
or exchange order was shipped.
is to further clarify that the assessment of delivery status of all return
units will be based on Cokion’s internal tracking system and processes.
is the responsibility of sellers to file for reimbursement in either
of these scenarios, where:
do not agree with the delivery status provided by Cokion.
are not already reimbursed, whereas they believe that they should have
been proactively reimbursed.
Summary of Lost Unit Reimbursement Claim process
In Seller Central, Manage Returns, the delivery status shows
Delivered. However, seller disputes the return status.
If any of the below conditions are true:
- The seller was not proactively
- The delivery status shows that
item is not delivered to seller yet and the seller is not already
File SAFE-T Claims within 15 days from the return delivery date of
File SAFE-T claims between 50 – 75 days from refund date.
File SAFE-T claims between 50 – 75 days from replacement ship date
for replacement units.
Reimbursements for damaged or wrong (Switcheroo)
Sellers can file for reimbursement losses incurred due to
wrong return (switcheroo return) or damaged returns received from Customers.
like fake or dummy product, main unit missing, empty box, and materially
different returns are reimbursed under the Reimbursement policy for
Damage & Wrong Return for Easy Ship, Self Ship & Seller Flex.
which are unsellable and damaged are reimbursed under
the Reimbursement Policy for Damage and Wrong Return for Easy Ship,
Self-Ship and Seller Flex.
To be eligible for investigation for reimbursement on a SAFE-T
claim, sellers must:
SAFE-T claims within 15 days of returns received by seller.
images of the wrong/damaged return received.
images of packing labels of the return products which contain the order ID
of the shipment.
case there are multiple units in an order ID and all of them were returned
as switcheroo or damaged, sellers are expected to share a single image
with all the different units received and mention the number of wrong units
received in the comments section.
precious jewellery category, sellers are required to capture video of
packing the customer order where the forward shipping label is visible and
unboxing of the returns where the return label is visible. Upload these
videos as proofs if you need to file a SAFE-T Claim.
will identify certain Sellers from time to time and notify them to install
CCTVs or cameras to record order processing at their premises and provide
them as proofs to support their SAFE-T Claims.
CCTV or camera recordings for a claim should cover the following steps for
the claimed unit:
process of the item
over of the package to the carriers
of the shipment from the carriers
of the return
any point in time, if you are identified to have breached the terms of
these return and refund policies, or found to be engaged in any fraudulent
activity to avail such a refund, then we will retain the right to recover
such reimbursement amounts and take any action as per Cokion
Services Business Solutions Agreement.
Fair market value
All reimbursements, (including reimbursement for lost or rejected
or undeliverable shipments), will be based on Fair Market Value as per the sole
discretion of Cokion. While determining the reimbursement value, the product
taxes applied on an order and any applicable selling on Cokion (SOA) fees
(including the closing fees) and any applicable Easy Ship fees are deducted
from fair market value.