Submit a claim

You can file a claim with Yandex Market employees if:

  • noticed incorrect charges;
  • you do not receive payments under contracts;
  • noticed incorrect data in discrepancies in the delivery of goods;
  • after the goods were exported from the warehouse, from the sorting center, or upon receipt from the delivery service, a shortage, defect, substitution or re-sorting was found;
  • the buyer returned the damaged or other product to you;
  • your order or product has been lost;
  • your product was mistakenly disposed of or after the inventory you noticed a shortage (model FBY).

How to file a claim

  1. Use a suitable template and make a claim — in electronic format or write by hand. Specify your bank account details in the claim (we will not be able to pay it without them).

    Loss

    A claim is filed in connection with the loss of goods from the moment they are accepted from the customer until they are transferred to the buyer or returned to the customer.

    You can file a claim within 3 months from the scheduled delivery date.

    Download an example
    Defect or shortage

    A claim is filed in connection with the shortage or damage of goods from the moment they are accepted from the customer until they are transferred to the buyer or returned to the customer.

    When you can file a claim:

    • to the condition or quantity of returned goods — within 48 hours after the registration of the acceptance certificate upon receipt of the return;

    • regarding the substitution of the returned product — within 48 hours after the registration of the acceptance certificate upon receipt of the refund.

    You can challenge the refund to the buyer within 30 calendar days from the date of return of the goods to the sorting center or order acceptance point.

    Download an example
    Challenging the refund to the buyer

    You can challenge the refund to the buyer within 30 calendar days after the return of the goods to the place of receipt of the refund.

    Download an example
    Incorrect charges for Market services

    The claim is filed in connection with incorrect charges for the services of the Market.

    Download an example

    One claim must contain no more than 10 orders or no more than 10 SKUs. However, it is better to create a separate claim for each order — this way it will be processed faster. The exception is claims related to inventory, supply, or disposal requests. In such cases, a claim must be created for the entire application.

  2. Sign the claim with the CEO of your company and seal it (if required by the legal form).

  3. Scan or take a picture of the signed document.

  4. In the cabinet in the section Communication → Support create a message with a topic Claim. Attach the claim file and other required documents.

  5. Press the button Send.

All documents that must be submitted are indicated in the claim form. The employees of the Market will begin to consider the claim after you provide a full set of documents. The claim review period is up to 35 working days.

How is compensation calculated

Depending on how damaged the product or packaging is, compensation can range from 10 to 100%.

Warning

To receive compensation, you need to attach photo and video materials and documents for the product to the claim. If this is not enough, the Market will request additional materials — they must be sent within 2 business days from the date of the request.

To find out what kind of compensation you can expect, look at the table below.

Claim

Damage

The amount of compensation

The packaging is damaged

There is no packaging — partially or completely, the packaging is wet, torn or pierced. There are no factory seals on the product.

10%

The product is damaged or has signs of exploitation

Minor damages that do not affect the working condition of the product: scratches, dents, chips, as well as the absence of accessories or component parts of the product.

20%

The product is damaged or has signs of exploitation

Significant damage that does not affect the working condition of the product: cracks, dents, changes in shape or pattern. Activated electronic devices: laptops, smartphones, tablets, etc.

30%

The product is damaged or has signs of exploitation

Damages that do not allow the use of the product: the absence of the main product or its parts or other defects.

50%

The product is damaged or has signs of exploitation

The product cannot be restored.

100%

To calculate the amount of compensation the market uses the declared value of the product.

If you do not agree with the decision

You can challenge the refusal of compensation or its amount within 30 calendar days from the date of receipt of notification of the decision of the Market. Send a request to the Market for a review of the compensation amount along with a report on the identified damages.

If the application is approved, the Market will compensate you for the difference in one of the following ways:

  • up to the amount of compensation agreed with you;
  • up to the amount covering your expenses for the repair of the goods;
  • up to the amount corresponding to the percentage of compensation for damage.