Sometimes the customer is at fault — the product comes back damaged, used, with missing parts, or it’s not even the item you sold. A Customer Return Claim lets you request compensation and put your case on record. Fawran’s team adjudicates.
When to file a claim
From the return’s row menu choose Raise customer-return claim. The form shows the order details and the customer’s stated reason, then asks for your claim. Pick the type that fits:
| Claim type | Use when |
|---|---|
DAMAGED_BY_CUSTOMER | The item came back damaged through customer handling |
WRONG_PRODUCT_RETURNED | The returned item is not the product that was sold |
MISSING_PARTS | Accessories or components are missing |
USED_PRODUCT | The item was clearly used beyond inspection |
FRAUDULENT_RETURN | You believe the return is dishonest |
OTHER | Anything not covered above |
Filling the form
- A clear Problem Description.
- The Requested Compensation Amount and a Compensation Reason.
- Then click Submit Claim.
How compensation is calculated and paid out is a finance topic. The financial details of this step are covered in a dedicated Finance guide coming soon.
Evidence — the honest truth
The form’s Add Photo button currently previews images locally only — the photos are not uploaded or stored with your claim yet. Do not rely on it as your evidence trail.
To make sure your photos actually reach Fawran’s reviewers, open a support ticket (category: Returns & Refunds) for the same return and attach the photos there — the ticket wizard supports up to 5 attachments. Reference the order number and return code in the ticket so the teams can link it to your claim.
How a claim is decided
PENDING→UNDER_REVIEW→APPROVED / REJECTED→COMPENSATION_SENTThe outcome is decided by Fawran’s team — the approved amount and admin notes are theirs, not yours. You provide the claim and evidence; Fawran adjudicates. Track every claim you filed under Returns → Claims.
Claim vs dispute — which one?
| Use a… | When |
|---|---|
| Dispute | You disagree the return is valid at all (wrong claim, policy violation, unresponsive buyer) |
| Customer Return Claim | You accept the return but want compensation for damage/misuse by the customer |
Photograph returns the moment they arrive, before restocking. Date-stamped, well-lit photos of the damage and the shipping label are the most persuasive evidence — attached via a support ticket.