Myntra SPF claims: what video and photos you need, and by when
What Myntra's Seller Protection Fund policy asks for on damaged, wrong, partial and empty-box returns, the 14-day window, and why packing and return-receiving videos matter.
Myntra pays sellers back for some losses through its Seller Protection Fund (SPF): returns that come back damaged, used, stained, incomplete, wrong, or as an empty box. The money is real, but claims are judged on evidence and deadlines. This guide summarises what Myntra's published SPF policy (version 32) asks for, so you can set up your packing desk before the next bad return arrives.
Rules change: Myntra can update the policy with 15 days' notice. Always check the current version on the Partner Portal before you file.
The deadline: 14 days
For most return problems (damaged, used or stained items, missing parts, wrong items, short or empty boxes) the policy asks you to raise the claim within 14 days of the return being delivered to you. Claims go in as a ticket on the Partner Portal; other channels are not accepted, and only one claim is allowed per order.
Fourteen days goes quickly when returns pile up. Open and check returns the day they arrive.
What evidence each claim needs
| Problem with the return | What the policy asks for |
|---|---|
| Damaged, used or stained | At least 6 photos (2 for apparel), including the order and return ID stickers |
| Missing part | At least 2 photos of the missing part, the ID stickers, and the part's cost |
| Another seller's product came back | At least 2 photos showing the brand and label, with the ID stickers; CCTV may be asked for |
| Your own but different product | At least 2 photos, the ID stickers, and the original and received SKU codes |
| Short or empty box | Clear video of the shortage. Without it, the claim is declined |
Two rules catch many sellers out:
- The ID stickers must be visible in your photos and video. Myntra puts order and return ID stickers on the product or outer package; if they don't show, the claim can fail.
- The item barcode must be readable in the video. The policy says claims that need video are rejected if the barcode isn't clearly visible.
Myntra may also ask some sellers for video on every claim, depending on their claim history.
Recording at packing and at return receiving
The policy expects sellers to record the quality check of each product both when packing and when receiving returns, at the designated warehouse, and to keep those recordings for at least 90 days.
That second number matters. If your packing videos are deleted after 30 days, you can't answer a dispute that arrives on day 40.
A simple routine that covers it
- When packing: record each order from the empty box to the sealed parcel. Show the product, its barcode, the Myntra order details and the label being applied.
- When a return arrives: before you cut the tape, start recording. Show the sealed parcel from all sides, the return label and ID stickers, then open it and show what is inside.
- Compare what came back with what you packed. If it doesn't match, take the photos the claim needs while the parcel is still on the desk.
- File within 14 days, attaching the photos and the relevant video clip.
How DispatchO helps
DispatchO is a packing video app (a VMS) that runs in the browser on a phone or a desk PC.
- Every order is recorded against its order number. The packer scans the label; the video is stamped with your company, the order number, AWB, date and time, and who packed it.
- Returns are recorded too. Scan the return label and the opening video is linked to the original order, next to its packing video.
- Videos are sealed with a fingerprint and locked storage, so nobody can edit them, and they are kept for the period you choose (90 days on Growth, to match Myntra's 90-day rule).
- One claim pack puts the packing video, the return video, the photos and the order details together, ready to attach to your ticket.
You can try it free for 30 days at one packing desk: start a pilot.
Myntra is a trademark of its owner. DispatchO isn't affiliated with Myntra. This guide summarises a published policy for convenience; the version in your Partner Portal is the one that applies.