Understanding Payment and Finance

We understand that sometimes Sellers may face issues when reconciling the sales breakdown reports to your own accounting systems. Please read though this chapter on what consists as valid reasons to raise a discrepancies and also the steps to follow to ensure that the information you give us is complete for us to investigate and get back to you in a timely manner.

1. "Missing/Wrong payment” Dispute Processing Flow

a. Deadline for “Missing/wrong payment” disputes on the 15th of every month

• Disputes for current month’s sales breakdown report (Cycle 1 & 2) to be finalized by the 15th of the next month.

• E.g. September Cycle 1 and Cycle 2 sales breakdown discrepancies must be raised to seller support before October 15th.

• Sales breakdown report for September will be considered final after October 15th and no disputes for September can be raised after this deadline.

b. Submit “Missing/wrong payment” dispute through helpdesk using the Dispute template

• Using the dispute template will ensure that seller support has the necessary information to answer your queries swiftly.

• Attach proof of items packed and any other supporting documents that can help facilitate investigations.

c. Seller Support will respond within 2 business days.

d. When additional documentation or information is required to solve the dispute, sellers need to provide a response to seller support within 3 business days.

• For example, tax invoice and proof of order fulfillment required from the seller.

• A reminder email will be sent on Day 2.

e. Dispute will be closed if no response is received from the seller after 3 business days.

• Once disputes are closed, sellers will need to raise a new dispute.

2. Proof of order fulfillment

In order to enforce proper accountability of missing payment disputes, we will require sellers to submit proof of item fulfillment upon raising a “Missing/Wrong Payment” dispute. 

Below are examples of good supporting documents to help you in your claim of the disputed item.

a. Picker Application usage for order packing (recommended)

• Items will be considered as fulfilled if scanned through the Picker App, no other supporting documents required.

• Shorter time required for investigations as we can check this internally

• You may view this guide on how to download and start using the Picker App.

b. Photo/Video proof showing the items being packed before carton is sealed

• Disputed item must be visible in the photo/video

• No photo/video of a seal carton because we cannot confirm the box’s content

c. Other Warehouse Management System Data/Inventory log

• Reviewed on a case by case basis

• Information displayed must be accurate as per pick lists

Important: Please note that driver signature upon pick up will not be accepted as a valid proof of fulfillment.

Possible Discrepancies - Check before Raising Dispute

Why is my Sales Breakdown is missing items from picklist dates nearing the end of the cycle?

Please note that Sales Breakdown is based on customer delivery date which is 1-2 days after the pick date. Those items will reflect in the following billing cycle.

For e.g. Sales from 13th - 15th of the month may reflect in Cycle 2. Similarly, sales from 29th - 31st of the month may reflect in Cycle 1 of the following month.

Valid Reasons for Discrepancies

• Commission values are wrong — please reach out to us using Helpdesk

• Item was damaged or lost by GLS/Transport — [w.e.f. 17 Nov] sellers will be refunding automatically within the cycle. Refund transactions can be tracked via the 'Returns Report' in the Seller Portal.

• Items are wrongly fulfilled to warehouse (i.e. sellers sending in the wrong SKU) or SKUs have no barcode/wrong barcode. Sellers might mistakenly assume a sale has happened, but item has actually been rejected upon receiving and subsequently returned to the Sellers.
  
  

Steps to Follow for Financial Disputes

Deadline to Raise Financial Disputes

• Financial disputes for current month’s sales breakdown report (Cycle 1 & 2) must be raised by the 15th of the following month.

• E.g. Discrepancies found in September Cycle 1 and Cycle 2 sales breakdown report must be raised before October 15th via Helpdesk.

• Any financial disputes regarding the sales breakdown report raised after this deadline will be deprioritized.

• When seller support requires additional information, sellers are required to respond via email within 3 business days, otherwise the dispute will be closed and sellers will have to raise a new dispute again.

Step 1: Refer to the Marketplace Dispute Checklist for Sellers in the drop-down below.

Step 2: If there is a dispute, please fill in this template to help us to solve your case faster.
Please raise disputes by financial cycle.

Seller Dispute Template