Post-Delivery Disputes - Frequently Asked Questions
Filing and tracking claims for delivered shipments — damaged goods, missing items, wrong products, and non-delivery disputes
Table of Contents
- What Is a Post-Delivery Dispute?
- Dispute Types
- How to Raise a Dispute
- Evidence & Supporting Documents
- Dispute Statuses Explained
- Resolution & Timelines
- Common Questions
1. What Is a Post-Delivery Dispute?
Q: What is the Post-Delivery Dispute feature?
A: Post-Delivery Disputes allow you to raise a formal claim against a shipment after it has been delivered (or marked as delivered). Use it when your customer reports issues such as a damaged item, missing contents, the wrong product, or claims non-delivery despite a delivered status.
Velocity reviews each dispute and either resolves it directly or escalates it to the carrier for investigation.
Q: When can I raise a dispute?
A: You can raise a dispute after a shipment has reached delivered status. Common situations include:
- Customer received a damaged item
- Customer received the wrong product
- Package was missing items compared to what was shipped
- Shipment shows "Delivered" but the customer says they never received it
- Suspected COD fraud — COD amount not collected but marked as delivered
Q: Can I raise more than one dispute per shipment?
A: You can raise multiple disputes on the same shipment only if they are of different types. For example, you cannot raise two separate "Damaged Product" disputes on the same shipment — but you could raise one "Missing Items" dispute and one "Damaged Product" dispute simultaneously.
2. Dispute Types
Q: What types of disputes can I raise?
| Dispute Type | When to Use |
|---|---|
| MDND (Marked Delivered, Not Delivered) | Shipment status shows delivered but your customer claims they never received it |
| Damaged Product | The delivered item arrived in damaged condition |
| Wrong Product | Your customer received a different item than what was ordered |
| Wrong / Damaged Product | The delivered item is both incorrect and damaged |
| Missing Items | Package was delivered but contents were incomplete (some items missing) |
| COD Fraud | Shipment is marked delivered but the COD amount was not collected |
3. How to Raise a Dispute
Q: How do I raise a dispute on a shipment?
A:
- Go to Shipments and open the relevant delivered shipment
- Click Raise Dispute in the shipment detail panel
- Select the dispute type that matches your issue
- Enter a clear reason/description explaining the problem
- Upload supporting images or evidence (strongly recommended)
- Submit the dispute
Once submitted, the dispute appears in the Disputes section and Velocity's team begins review.
Q: Can I edit or add evidence after submitting a dispute?
A: No. Evidence images must be uploaded at the time of raising the dispute. Ensure you have all relevant photos or documents ready before submitting.
Q: Who raises the dispute — me or my customer?
A: You (the seller/merchant) raise the dispute on behalf of your customer through the Velocity dashboard. Your customer reports the issue to you, and you submit the formal claim via Velocity.
4. Evidence & Supporting Documents
Q: What evidence should I provide with a dispute?
| Dispute Type | Recommended Evidence |
|---|---|
| MDND | Customer's written statement, delivery location photos if available |
| Damaged Product | Photos of the damaged item and damaged packaging |
| Wrong Product | Photos of the received item alongside the original order details |
| Wrong / Damaged Product | Photos showing both the incorrect item and the damage |
| Missing Items | Photos of the opened package, packing slip or invoice |
| COD Fraud | Customer statement, any payment records or screenshots |
Q: Is evidence mandatory?
A: Evidence is not technically mandatory to submit a dispute, but it is strongly recommended. Disputes with photo evidence are resolved faster and have a significantly higher chance of being accepted. Without evidence, Velocity or the carrier may be unable to verify the claim.
Q: What image formats are accepted?
A: Standard image formats (JPG, PNG) are accepted. Upload clear, well-lit photos that show the issue as clearly as possible.
5. Dispute Statuses Explained
Q: What do the different dispute statuses mean?
| Status | What It Means |
|---|---|
| Raised | Your dispute has been submitted and is under review by Velocity's operations team |
| Raised to Carrier | Velocity has escalated the dispute to the carrier (3PL) for their internal investigation |
| Accepted | Your dispute has been approved — Velocity will process the applicable resolution |
| Rejected | Your dispute was reviewed and could not be approved; a reason will be provided |
Q: Can I take any action after my dispute is submitted?
A: Once submitted, Velocity's team handles all review and escalation steps. You can monitor the status in the Disputes section of your dashboard. You cannot modify a dispute after submission.
Q: What happens after a dispute is accepted or rejected?
A: Accepted and rejected are final states — no further changes are made to the dispute record.
- Accepted: Velocity will follow up with the applicable resolution (refund, credit, or carrier claim settlement)
- Rejected: You will receive a reason for the rejection. If you believe the decision was made in error, contact your account manager with additional supporting evidence
6. Resolution & Timelines
Q: How long does dispute resolution take?
| Scenario | Typical Timeline |
|---|---|
| Resolved directly by Velocity | 3–7 business days |
| Escalated to carrier for investigation | 7–21 business days (depends on carrier SLA) |
Velocity will update the dispute status as it progresses, so check the Disputes section for the latest state.
Q: What resolution can I expect if my dispute is accepted?
A: The resolution depends on the dispute type and your carrier agreement:
- MDND / COD Fraud: Typically a shipping charge refund or carrier claim settlement
- Damaged / Wrong Product: Refund of shipping charges; carrier liability applies as per their policy
- Missing Items: Claim filed with the carrier based on declared shipment value
Contact your account manager for details specific to your account and carrier agreements.
Q: What does "Raised to Carrier" mean for me?
A: It means Velocity has forwarded your claim to the carrier's claims team for their internal investigation. You do not need to contact the carrier directly — Velocity manages this on your behalf. Once the carrier responds, Velocity will accept or reject the dispute and notify you accordingly.
7. Common Questions
Q: My shipment shows "Delivered" but the customer says it wasn't received. What should I do?
A:
- Check the tracking timeline in the shipment detail — carriers often include GPS coordinates or delivery photos
- Ask your customer to check with neighbours or the building reception
- If the package is still not located after 24–48 hours, raise an MDND dispute with the customer's written confirmation as supporting evidence
Q: Can I raise a dispute on an RTO (Return to Origin) shipment?
A: Post-delivery disputes are intended for forward shipments where the end customer received (or should have received) the package. For issues with RTO shipments (e.g., item damaged or lost during the return leg), contact Velocity support directly.
Q: The dispute was rejected but I believe it is valid. What can I do?
A: Contact your account manager or email support@velocity.in with:
- The shipment AWB number
- The dispute ID
- Any additional evidence or context you would like reviewed
Support can escalate the case for a second review if warranted.
Q: Can I raise disputes in bulk for multiple shipments?
A: Currently, disputes must be raised individually per shipment through the dashboard. For bulk dispute needs, contact your account manager.
Need Help?
- Email: support@velocity.in
- Live Chat: Click the chat icon in your dashboard
- Account Manager: For resolution escalations or bulk dispute assistance
Always include the AWB number and dispute ID when contacting support about a dispute.