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Welcome to Qogita
Accessing Your Qogita Seller Accoun
Understanding Your Seller Metrics
Types of Stock Updates
Managing your Price Lists
Integrations/w=1920,quality=90,fit=scale-down)
How to Fulfil Orders
Supporting Documents/w=1920,quality=90,fit=scale-down)
Packaging Requirements
ADR Dangerous Goods/w=1920,quality=90,fit=scale-down)
Enterprise Packaging Requirements/w=1920,quality=90,fit=scale-down)
Invoicing and VAT/w=1920,quality=90,fit=scale-down)
Seller-at-fault Claims/w=1920,quality=90,fit=scale-down)
Growing your Business
Selling to the UK
Qogita's Legal Entity & VAT Details
ABD/EAD | ATLAS — Declaring Customs for Parcel Shipments from Germany
Bulk Pricing
Types of Seller Accounts on Qogita
Selling Pre-Orders on Qogita/w=1920,quality=90,fit=scale-down)
Contact usSeller-at-Fault Claims
At Qogita, our claims policy is built on simplicity, fairness, and transparency. While seller-at-fault claims happen very rarely, one is raised when a buyer submits verified evidence of a problem with an order that falls under your responsibility.
We understand that in wholesale logistics, occasional mistakes happen. However, you are only charged for issues that are genuinely your fault. Keeping your claim rate low is crucial for your success on the platform.
Here is everything you need to know about how claims work, the evidence you need to protect yourself, and how the financials are handled.
Types of Claims & Evidence Guidelines
If a claim is raised, we rely on hard evidence to allocate fault fairly. We highly advise sellers to keep photos, CCTV footage, and proper supplier invoices on hand.
Below are the types of claims and the exact evidence you must provide to successfully resolve a dispute:
Claim Type | Description | Accepted Evidence for Resolution |
Damaged Item | Product arrived broken, leaking, or crushed. | Photos or videos of the packed parcel showing products, internal protection (e.g., bubble wrap), and box type. |
Missing Item | One or more products were not included. | Photos or videos of the packed parcel where all products can be clearly counted. |
Incorrect Item | Shipped product/GTIN does not match the order. | Photos of the products and their exact barcodes before shipment. |
Decoded Goods | Batch codes or traceability features removed/tampered with. | Photos before shipment showing intact codes and documentation confirming genuine sourcing. |
Counterfeit | The product is reported as not genuine. | Proof of purchase or an invoice from an authorized distributor. |
Expired | Product has passed its expiry date at delivery. | Photos clearly showing the manufacture/expiry date before shipment. |
Compliance/Labels | Missing EU language or no Responsible Person (EU Cosmetics Reg). | Photo of the product label prior to leaving the warehouse. |
The Dispute Process & Timelines
If a buyer raises a claim, you will be notified via email and the claim will appear in your Seller Portal.
- The Dispute Window: You have 7 working days from the moment the claim is raised to submit a dispute and upload your counter-evidence via the Supplier Portal.
- Resolution: Our team will review the evidence. Once the review is complete, you will receive feedback on the outcome. Dispute decisions are final.
- If You Miss the Window: If no dispute is submitted within the 7-day window, or if your dispute is rejected, the claim is officially confirmed.
⏱️ A Note on Claim Reporting Timelines: To ensure fairness and protect your cash flow, buyers are strictly required to report standard logistical issues (such as damaged, missing, or incorrect items) within 10 days of delivery. However, severe compliance, regulatory, or authenticity violations (such as counterfeit reports or decoded products) may be investigated and raised outside of this window to protect the integrity and legality of the marketplace.
Financials: Refunds and Recouping
When a standard claim is accepted, you are charged for the cost of the affected products plus outbound shipping costs. (For damaged items, the refund is calculated proportionally based on the severity of the damage).
To make accounting as easy as possible, we consolidate these costs rather than processing ad-hoc refunds.
The Master Credit Note
All confirmed seller-at-fault claims are consolidated into a Master Credit Note, which is issued at the beginning of the following month.
Once the Master Credit Note is issued, you have 5 business days to review and trigger the payment. If no payment is made within this window, Qogita will automatically net out the amount from pending sales payments owed to you.
Handling Returned to Sender (RTS) Orders
Sometimes, entire orders are returned to the sender. We handle these financials based on who is at fault:
- Seller-at-Fault Returns: If the return was caused by a seller error, you are responsible for refunding the product cost + outbound shipping + return shipping. We are organising return shipment ONLY for the claims over €200.
- Non-Fault Returns: If the return was not your fault (e.g., the buyer simply refused the delivery at their door), you are only asked to refund the cost of the goods once they safely arrive back at your warehouse. You are not charged for any shipping.