JioMart is all about empowering sellers like us and with this Jiomart Seller Reimbursement Policy it’s making sure we have the best possible experience. And to further that mission, they’ve decided to amp up their seller reimbursement policy, starting from May 10th, 2024.
What does this mean for us? Well, it means that we can rest assured knowing that any damages incurred during the logistical process will be adequately compensated. Whether it’s a bump in transit or a mishap during delivery, JioMart has our backs.
For all the nitty-gritty details, they’ve attached the updated policy documents for our reference. So, make sure to give them a read and stay informed.
Key points before filing for a Reimbursement Claim
1. The reimbursement claim file window is within 15 days of receiving the return shipment.
2. The reimbursement claim should be raised through ‘Support’ option within JioMart seller portal or by dropping an email to (seller.support@jiomart.com) from your registered email address only.
3. Clear mention of the Shipment ID with all sided clear images of product & packaging attached for shipments <9999.
4. Kindly file the reimbursement claim for only one shipment ID per request along with the required proof.
5. If the shipment value is >= INR 9999 (applicable for all products except HVI) – You must provide a return unboxing video capturing all the sides of the external packaging and clearly showing the shipment label details and internal product as a supporting proof and forward packaging video showing (a) internal product if not a sealed box OR (b) showing IMEI/serial number/unique product code in case of a sealed box while packing the shipment and clearly capturing the shipment label on the external packaging (video should be captured while securing the internal product within external packaging till the final step of taping the shipment)
6. For High Value Item (HVI) – you must provide video evidence of unpacking returned shipments for any claims raised under HVI category i.e. Any product under Mobiles & Tablets & Laptops Category (accessories excluded)
7. Your claim will be reviewed within 14 days of receiving the claim.
Key points before filing for a Reimbursement Claim for Liquid Category
Note: This is applicable only in such scenarios where the damaged product is not returned to the seller (damaged & discarded liquid items).
1. The reimbursement request should be raised only if the shipment status indicates the order was not delivered to customer or was returned to the origin (seller) but you have not received the product back within 30 days from the date of the returned shipment (as given in the return report in seller portal).
2. You should mention email subject as “Liquid Claim – [Shipment ID]”.
3. Please ensure to follow liquid specific seller-packaging-guidelines to avoid damages. In case of any damages to liquid shipments, you will be eligible for reimbursement up to a maximum of 3% of the net delivered liquid order value shipped in the previous month.
For any queries regarding this process, please write to us at seller.support@jiomart.com
Seller Reimbursement Policy for Liquid discarded shipments
(liquid shipments not returned back to seller) [Last Updated 10th May 2024]
Context: In case the liquid item is marked as ‘returned to seller’ in the return report on seller portal, however if a seller has not received the physical product in return, the seller can claim reimbursement as per the liquid policy for damaged & discarded liquid items.
Steps to file a claim for liquid items
In order to file a claim, a seller should contact Seller Support team by sending an email to seller.support@jiomart.com within 30 days from the date of the returned shipment (as given in the return report in seller portal) and provide the shipment id which is marked as returned to seller however not physically delivered. Specific to liquid damage claims, a seller should mention email subject as “Liquid Claim – [Shipment ID]”.
Reimbursement Value:
| Issue Type | Reimbursement Amount |
| Liquid Items (damaged & discarded and not returned back to seller) | 100% of EPC of the original product ID* |
Estimated Product Cost (EPC) – which is calculated after excluding applicable GST, commission, fixed selling fees, collection fees, shipping fees & platform fees from the Fair Market Value (FMV). Fair Market Value (FMV) of a product will be defined asthe Average Selling Price (ASP) of the same item on our marketplace in last 90 days.
*Please ensure to follow liquid specific seller-packaging-guidelines to avoid damages. In case of any damage to liquid shipment, a seller will be eligible for reimbursement up to a maximum of 3% of the net delivered liquid order value in the previous month. Any claim higher than this threshold during a month or any shipment where we have evidence of improper packaging followed will not be eligible for reimbursement. In case of RFC inventory, JioMart reserves the right to reject products during inbounding process if the product packaging is poor or not as per the requirements.
Recommended best practice: As a best practice, please follow the packaging guidelines to avoid any leakages and breakage of product.
Please use the below given list to determine if the product falls under Liquid category or not:
| Category Level 4 (Liquid Items) |
| Sauces, Ketchup, Dips & Dressings, Chilli & Soya Sauce |
| Sauces, Ketchup, Honey |
| Sauces, Ketchup, Tomato Ketchup & Sauces |
| After Shave Lotion |
| Baby Powder, Oil & Lotions |
| Baby Soaps & Shampoo |
| Bath Oils & Salts |
| Blended Oil |
| Body Lotion & Cream |
| Body Sunscreen |
| Canola Oil |
| Car Freshener |
Carpet Cleaners & Deodorisers
| Carrier Oil |
| Carrier Oils |
| Castor Oil |
| Cleanser & Make Up Remover |
| Coconut Oil |
| Cold Drinks |
| Combo Cleaning Set |
| Conditioner |
| Conditioners |
| Degreasing Sprays |
| Descalers |
| Detergent Pods |
| Detergent Powder & Liquid |
| Dishwash Liquids & Pastes |
| Dishwasher Liquid Detergent |
| Dry Shampoo |
| Energy Drinks |
| Essential Oil |
| Essential Oils |
| Fabric Pre, Post Wash |
| Face Cream & Moisturizer |
| Face Sunscreen |
| Facial Oil & Serum |
| Flavoured Milk |
| Flavoured Water |
| Floor & Other Cleaners |
| Ghee |
| Ghee Wicks |
| Gingelly/Til/Sesame Oil |
| Groundnut Oil |
| Hair & Scalp Treatment |
| Hair Oil |
| Hair Oil & Serum |
| Hair Oils |
| Hair Serum |
| Hand Sanitizer |
| Hand Wash |
| Hand Wash & Sanitizers |
| Hand Wash & Soaps |
| Health Drink & Supplement |
| Intimate Wash & Care |
| Juices |
| Kheer |
| Kitchen, Glass & Drain |
| Lamp & Lamp Oil |
| Massage Oils |
| Men’s Face Wash |
Metal Polish
| Mold Removers |
| Moustache & Beard Wash |
| Mouthwash |
| Mustard Oil |
| Olive Oil |
| Other Oils |
| Packaged Water |
| Paint & Exterior Care |
| Rice Bran Oil |
| Shampoo |
| Shampoo & Conditioner |
| Shampoos |
| Shower Gel & Body Wash |
| Soda & Tonic Water |
| Speciality Milk |
| Sunflower Oil |
| Sunscreen |
| Syrups, Powders & Mixes |
| Toilet Cleaners |
| Toner & Mist |
| Under eye Serum & Cream |
| Vehicle Shampoo |
| Yogurt & Shrikhand |
Seller Reimbursement Policy – Direct Fulfillment (DF Channel)
Reimbursement Claim Filing Steps
[Last Updated 10th May 2024]
Important Terms & Conditions to be adhered for Seller Reimbursement Claim
1. To be eligible for reimbursement, a seller should contact JioMart Seller Support team by following the below steps:
Login to Seller Portal → Go to Support → Click on Create Ticket → Select category as ‘Returns Related’ from the drop-down → Select reason from the drop-down in sub-category → Mention Title & Description in the respective boxes → Attach Images/Videos
Note: Seller can attach maximum 3 files on this page and any additional images/videos can be attached on the next page post ticket creation.
Alternatively, a seller should contact JioMart Seller Support team by sending an email to seller.support@jiomart.com from the seller’s registered email address within 15 days of receiving the return shipment. Reimbursement claim submitted by a seller will be considered based on the date of receiving the email in JioMart Seller Support’s mailbox. Communication received through any other channel including email forwarded by internal employees or email ids not registered with us will not be considered for reimbursement claim review.
2. A seller can file for reimbursement for one shipment ID per ticket along with the required proofs.
3. If the shipment value is less than INR 9999 – The supporting proofs for submitting claim must include return unboxing video capturing all sides of the shipment and clearly showing the internal product or/and (i) All sided images of the returned unopened shipment box/ outer packaging handed by logistics partner (ii) All sided images of the physical product received in return, while processing returns as supporting proof.
Note: Depending on the product involved, shipment value, transaction history of seller & buyer etc. we may also require certain sellers to submit additional proof such as video of unboxing of returned parcel or CCTV footage of seller’s facility where returns are processed, video of securing the ordered unit within external packaging for forward leg shipping etc. during submission of their claims. Such additional proof requirements for subsequent claim processing will be communicated to relevant sellers through emailers at least two weeks in advance of the effective date.
4. If the shipment value is INR 9999 or above: The supporting proofs for submitting claim must include the below 2 proofs:
(i) Forward packaging video showing (a) internal product if not a sealed box OR (b) showing IMEI/serial number/unique product code in case of a sealed box while packing the shipment and clearly capturing the shipment label on the external packaging (video should be captured while securing the internal product within external packaging till the final step of taping the shipment) And (ii) Return unboxing video capturing all the sides of the external packaging and clearly showing the shipment label details and internal product as a supporting proof. The claim will be denied if the shipment label and internal product is not clearly visible in the return unboxing video. Both the requirements stated above are mandatory for shipments >=9999 for all the categories/products except HVI (Mobile &Tablets & Laptops)
5. High Value Item (HVI) requirements – A seller needs to mandatorily provide video evidence of unpacking returned shipments for any claims raised under HVI category i.e. Any product under Mobiles & Tablets & Laptops Category (accessories excluded)
6. The reimbursement will be based on the fair market value of the product after deduction of residual value of the returned product received as per the sole discretion of JioMart, and all applicable fees & taxes.
7. For any order where we may have reimbursed proactively for lost in transit cases, we reserve the right to debit the seller if we find the shipment has been successfully delivered subsequently.
8. A seller must ensure their product is packed sufficiently and adheres to our marketplace packaging guidelines to avoid any transport damage. JioMart will deny reimbursements if we identify an RTO shipment has been damaged because of poor or insufficient packaging done by the seller. We recommend using JioMart branded BOPP tapes or seller’s self-branded BOPP tapes for sealing the packages. Refer to our Packaging Guidelines here seller-packaging-guidelines
9. Shelf Life – All products sold on JioMart must have a shelf life of minimum 30 days. If a shipment containing a perishable product spends more than 33% of its shelf life in transit, a seller can claim reimbursement as per the expired product policy.
10. Liquid Items – In case a liquid item is completely damaged and not returned back to origin, a seller can claim reimbursement as per the Liquid items policy. (refer liquid policy document for details)
11. If any seller is identified to have submitted a false claim or is found to be misusing the reimbursement process or if the seller account status is blocked/ terminated/suspended/ fraud, seller will not be eligible for reimbursements and we may also recover any previously reimbursed amount. Additionally, we will deny the reimbursement claim for the orders where we noted customer complaints or products where we detected non-compliance to Jiomart policies.
12. JioMart closely monitors order and reimbursement related metrics for each seller. If we identify high customer complaints or discrepancies in the product shipped as part of our audits or if a seller exceeds the claims to return/reject ratio as given below, they must furnish additional proofs while filing their claims.
(i) Claim to return/reject ratio is >6% – Mandatory forward packaging video and return unboxing video as supporting proofs while filling their claims
(ii) Claim to return/reject ratio is 4% to 6% – Mandatory return unboxing video as supporting proof while filling their claims.
*This is applicable for all the sellers with claim ratio as mentioned above irrespective of the category and shipment value.
Template & supporting proof to be provided by sellers for filing reimbursement claims:
a. Order-ID/ Shipment ID for which reimbursement is claimed:
b. Returned shipment received date by the seller (Not applicable for lost in transit claims): c. Item Name (s) within the above order-ID for which reimbursement is being claimed: d. Quantity(s) of the above Item Name (s) for which reimbursement is being claimed: e. Select the most-appropriate reason code for reimbursement claim from the options below:
• Missing parts or components in shipment received
JioMart Page 2
• Different products received in return shipment
• Return Parcel Damaged. Product is in non-sellable condition
• Return Shipment not received back but buyer refunded
• Used item or Expired Product (for items with shelf-life)
• Open Box (Only applicable for sealed electronic gadgets)
• Liquid items discarded by logistics partner Issues.
• Other issues. Please specify details if this option is selected.
f. Attach all sided images of the returned unopened shipment box/ outer packaging received g. Attach all sided images of the physical product received in return.
h. [For all High Value Items, Heavy & Bulky shipments], Attach CCTV footage/forward packaging video or video of unboxing the return shipment or both depending on the category and shipment value.
In case of files heavier than 10MB, we recommend using online drives to share images and video footage. Reimbursement Value:
| Issue Type | Reimbursement Amount |
| Missing Units, Parts or Accessories | 100% of EPC of missing units, parts, or accessories |
| Different from ordered item | 100% of EPC of the original product ID |
| Damaged | Category specific reimbursement rate * EPC |
| Defective/ Used/ Open Box* | Category specific reimbursement rate * EPC |
| Return Shipment lost in transit | 100% of EPC of the original product ID |
| Return Shipment showing as delivered to seller but not received physically | 100% of EPC of the original product ID |
| Liquid Items (Not Returned Back to Seller) | 100% of EPC of the original product ID |
| Expired Product | 100% of EPC of the original product ID |
*Open Box (Applicable for Mobile & Tablets Only)
The final reimbursement value is calculated based on Estimated Product Cost (EPC), which is calculated after excluding applicable GST, commission, fixed selling fees, collection fees, shipping fees & platform fees from the Fair Market Value (FMV).
Fair Market Value (FMV) of a product will be defined as the Average Selling Price (ASP) of the same item on our marketplace in last 90 days. JioMart reserves the right to consider different definitions for FMV in case of skewed order volumes or significant variation identified for the product cost compared to other similar items sold on the marketplace.
The category specific reimbursement rates to be used for damaged or used item returned for each category are tabulated below:
| Category | Product | Reimbursement Rate |
| Television & Video Devices | Projectors | 35% |
| Streaming Devices | 35% | |
| Televisions | 55% | |
| Television & Video Accessories | 35% | |
| DTH | 35% | |
| Blu-Ray & DVD Players | 35% |
| Video Games | Video Games | 60% |
| Software | Software | 55% |
| Smart Wearables | Smart Watches | 25% |
| Smart Bands | 25% | |
| Smart Glasses | 25% | |
| VR headset | 25% | |
| Wearable Accessories | 25% | |
| Cameras & Accessories | Cameras | 45% |
| Camera Accessories | 25% | |
| Audio | Earphones | 25% |
| Headphones | 25% | |
| Speakers | 25% | |
| Audio Accessories | 25% | |
| Other Personal Audio | 25% | |
| Receivers & Separators | 25% | |
| Audio Players & Recorders | 25% | |
| Car Audio & Video Accessories | 25% | |
| Professional Audio | 25% | |
| Computers & Office Electronics | Desktops & All-In-Ones | 25% |
| Printers | 25% | |
| Laptops | 25% | |
| Computer Monitors | 25% | |
| Office Electronics | 25% | |
| Mobiles & Tablets | Mobiles & Tablets | 30% |
| Telephone sets | 30% | |
| Large Appliances | Air Conditioners | 35% |
| Refrigerators | 35% | |
| Washing Machines | 35% | |
| Freezers | 35% | |
| Air Coolers | 50% | |
| Water Dispenser | 50% | |
| Water Cooler | 50% | |
| Large Appliance Accessories | 50% | |
| Health Care Devices | Health Care Devices | 32% |
| Personal Care & Grooming Appliances | Personal Care & Grooming Appliances | 32% |
| Home Appliances | Home Appliances | 51% |
| Kitchen Appliances | Kitchen Appliances | 51% |
| Apparels | Apparels | 28% |
| Footwear | Footwear | 26% |
| Grocery | Regional Products | 49% |
| Gourmet and Processed Foods | 49% | |
| Staples | 72% | |
| Beauty | Beauty | 72% |
| Home Care | Air Fresheners | 52% |
| All Purpose Cleaners | 52% | |
| Detergents | 52% |
| Dish wash | 52% | |
| Shoe Care | 52% | |
| Health & Wellness | Health & Wellness | 25% |
| Body Supports | Body Supports | 25% |
| Feminine Hygiene | Feminine Hygiene | 25% |
| Oral Care | Oral Care | 25% |
| Diet & Nutrition | Diet & Nutrition | 25% |
| Sexual Wellness | Sexual Wellness | 25% |
| Pet Care | Pet Care | 72% |
| Baby Products | Baby Products | 47% |
| Mom & Maternity | Mom & Maternity | 32% |
| Books | All Books | 35% |
| Auto Care | Auto Care | 36% |
| Industrial & Scientific Supplies | Industrial & Scientific Supplies | 25% |
| Stationery | Stationery | 45% |
| Toys & Games | Toys & Games | 47% |
| Bags & Travel Luggage | Bags & Travel Luggage | 40% |
| Sporting Goods & Fitness Equipment | Sporting Goods & Fitness Equipment | 33% |
| Building Supplies & Measuring Tools | Building Supplies & Measuring Tools | 25% |
| Carpentry | Carpentry | 25% |
| Electrical | Small Electrical parts & Accessories | 25% |
| Hardware & Plumbing | Hardware & Plumbing | 25% |
| Home Cleaning & Organisation | Cleaning Tools | 34% |
| Closet Organization Systems | 25% | |
| Cloth clips | 25% | |
| Clothesline | 25% | |
| Hanging Organizers | 25% | |
| Hooks | 25% | |
| Household Organisation System | 25% | |
| Invertor Trolley | 25% | |
| Key Holders | 25% | |
| Storage Hooks & Racks | 25% | |
| Home Safety & Automation | Facility Safety Products | 27% |
| Fire Safety | 27% | |
| Flashlights & Headlamps | 45% | |
| Home Security Systems | 27% | |
| Locks & Chains | 27% | |
| Motion Detectors | 27% | |
| Safes & Accessories | 27% | |
| Smart door locks | 27% | |
| Smart Lighting | 45% | |
| Smart switches | 27% | |
| Surveillance device | 27% | |
| Kitchen & Bath Fixtures | Kitchen & Bath Fixtures | 25% |
| Packaging Supplies | Packaging Supplies | 25% |
| Paint, Wall Treatments & Supplies | Paint, Wall Treatments & Supplies | 25% |
| Power & Hand Tools | Power & Hand Tools | 25% |
| Furniture | Furniture | 25% |
| Bathroom & Laundry Accessories | Bathroom & Laundry Accessories | 32% |
| Disposables | Disposables | 25% |
| Garden & Outdoor | Garden & Outdoor | 35% |
| Home Decor | Wall Decor | 27% |
| Clocks | 50% | |
| Decorative Stickers | 27% | |
| Home Decor Accents | 27% | |
| Photo Frames | 27% | |
| Home Fragrances | 27% | |
| Artwork | 27% | |
| Artificial Flora & Vases | 27% | |
| Mirrors | 52% | |
| Candle Holders | 27% | |
| Children’s Room Decor | 27% | |
| Wind Chimes & Dream Catchers | 27% | |
| Festive Decor and Gifting | 27% | |
| Indoor lighting | 52% | |
| Kitchenware | Kitchenware | 49% |
| Prayer & Spiritual Needs | Prayer & Spiritual Needs | 25% |
| Tableware | Tableware | 49% |
| Furnishing | Furnishing | 18% |
| Musical Instruments | Musical Instruments | 57% |
| Sound & Recording | Sound & Recording | 25% |
| Infants | Apparels | 28% |
| Footwear | 26% | |
| Fashion Accessories | Eyewear | 58% |
| Bags, Belts and Wallets | 25% | |
| Watches | 31% | |
| Fashion Jewellery | 25% | |
| Silver Jewellery | 25% | |
| Precious Articles | 25% | |
| Gemstones Coins & Bars | 25% | |
| Music | Music | 10% |
| DVD | DVD | 10% |
| Gift cards | Gift Cards (Email/Physical) | 0% |
| Digital text | Digital text | 0% |
| Digital Accessories | Digital Accessories | 0% |
| Digital Devices | Digital Devices | 0% |
| Drugstore | Drugstore | 72% |
| All Other categories | All Other categories | 25% |
*In case of brand box damages, reimbursement rate will be 10% irrespective of the category (only brand authorized resellers are eligible for reimbursement)
