(Dispatched by Kingston Express)

When selling through Dispatched by Kingston Express, both returns and claims can happen — but they are not the same thing.

Understanding the difference helps sellers:

• Respond correctly
• Avoid unnecessary disputes
• Protect inventory and earnings

This guide breaks it down simply and clearly.

---

Quick Summary (At a Glance) #

Topic	Returns	Claims
Who initiates	Customer	Kingston Express or Seller
Reason	Customer no longer wants item / issue	Damage, loss, or dispatch error
Where item goes	Back to dispatchment center	Investigated by dispatchment team
Inventory impact	May be restocked or removed	Adjusted after investigation
Seller action needed	Usually none	Sometimes required

📌 Returns = customer experience. Claims = operational review.

---

What Is a Return? #

A return happens when a customer sends back a product that was:

• Ordered normally
• Delivered successfully
• Returned under Kingston Express return policy

Common reasons for returns: #

• Customer changed their mind
• Wrong size or fit
• Product not as expected
• Minor issues covered by return policy

📦 Returns are part of normal online shopping.

---

How Returns Are Handled in Dispatchment #

• Kingston Express manages the return
• The item is sent back to a dispatchment center
• Item is inspected
• Inventory is either:
  • Restocked (if resellable), or
  • Removed (if not resellable)

✔ Seller is notified of the outcome
✔ Earnings are adjusted if a refund is issued

---

What Is a Claim? #

A claim is a formal review raised when something goes wrong during dispatchment operations.

Common claim reasons: #

• Item damaged during handling or delivery
• Item lost in dispatch or delivery
• Wrong item dispatched
• Inventory discrepancy

📌 Claims are about accountability and investigation.

---

How Claims Are Handled #

• Kingston Express opens an internal investigation
• Dispatchment records are reviewed:
  • Receiving
  • Storage
  • Packing
  • Delivery
• Responsibility is determined
• Outcome is issued and communicated

⏳ Claims take longer than returns because evidence is reviewed.

---

Key Differences Explained Simply #

---

🔁 Returns = Customer Choice #

• Initiated by the customer
• Usually not fault-based
• Handled routinely
• Common and expected

---

🧾 Claims = Operational Issue #

• Raised due to a problem
• Investigated carefully
• May involve responsibility determination
• Less common

---

Does a Return Turn Into a Claim? #

Sometimes — but not always.

Example: #

• Customer returns item → inspection shows dispatch damage
  ➡ May be reviewed as a claim

📌 This depends on inspection results.

---

Does the Seller Need to Do Anything? #

For Returns: #

✔ Usually nothing
✔ Just monitor stock updates

For Claims: #

✔ Respond if contacted
✔ Provide clarification if requested

📌 Most claims are resolved without seller action.

---

Common Seller Misunderstandings #

❌ Thinking every return is a claim
❌ Opening disputes for normal returns
❌ Expecting compensation for customer preference returns
❌ Ignoring claim notifications

⚠️ Knowing the difference saves time and stress.

---

How to Reduce Both Returns and Claims #

✔ Accurate product descriptions
✔ Clear images
✔ Correct sizing info
✔ Strong packaging
✔ Enrolling suitable products in dispatchment

---

When to Contact Support #

Contact **Kingston Express Support if:

• You’re unsure whether an issue is a return or claim
• You receive a claim notice
• Something doesn’t look right in your dashboard

📧 Include order ID and product name.

---

Final Tip #

Think of it this way:

• Returns keep customers happy
• Claims keep operations accountable

Both exist to protect the marketplace — and sellers who understand the difference work smarter with Dispatched by Kingston Express 📦🚚