Frequently Asked Questions
Many marketplace sellers lose money when buyers return a different, used, damaged, or empty item. Koovira reduces this risk by creating an evidence chain across delivery, issue reporting, return pickup, and seller return inspection.
- Capture dispatch and packing proof wherever available.
- Review customer unboxing and return pickup evidence.
- Upload seller return receiving evidence.
- Escalate mismatches to support or padmin.
This prevents both sides from being harmed by premature settlement. If the customer reports a real issue with evidence, funds remain traceable. If no issue is validated, settlement can proceed according to Koovira finance rules.
- Check order status and issue window.
- Review any customer issue or return request.
- Upload seller evidence if return is received.
- Track settlement from merchant settlement pages.
PAdmin overrides can affect customer trust, merchant payout, courier responsibility, and platform risk. Every override should be evidence-based and leave clear admin notes.
- Check delivery_orders and status logs.
- Check orders_master and order_status_history.
- Check receiving link, OTP, evidence, unboxing, and AI moderation.
- Check return and seller receiving records.
- Check finance, escrow, refund, and dispute entries.
Koovira should protect genuine customers and genuine merchants together. Repeat abuse patterns may come from customers, merchants, courier partners, or coordinated external activity.
- Check repeated issue types and refund rates.
- Review evidence quality and mismatch patterns.
- Check COD/RTO behavior.
- Check review timing and linked accounts.
- Apply warning, hold, restriction, or escalation according to policy.
Status mismatch usually happens when courier webhook, rider action, ecommerce order status, and customer receiving flow are not at the same step. Support must preserve the evidence chain and avoid manual final delivery if owner unboxing or issue window rules are still pending.
- Check delivery_orders and delivery_status_logs.
- Check orders_master.order_status and order_status_history.
- Check courier_shipments or logistics_orders.
- Verify OTP, receiver link, evidence, and unboxing records.
- Escalate to padmin for finance-impacting override.
Owner unboxing is the main protection against false refund claims and false seller denials. Exceptions must be documented with reason, available photos, delivery logs, packaging details, and support notes.
- Check if unboxing video exists.
- Check delivery evidence and package photos.
- Ask for additional photos if allowed.
- Mark exception reason clearly.
- Escalate high-value or suspicious cases.
This situation can involve courier loss, buyer return fraud, seller dispute, or evidence mismatch. Koovira needs both pickup-side and seller-side evidence before assigning responsibility.
- Open return delivery status logs.
- Review return pickup evidence.
- Review seller receiving evidence.
- Compare product/packaging/accessory photos.
- Escalate unresolved mismatch to padmin.
This protects customers from fake delivery calls, copied OTP messages, and courier manipulation. The secure receiving page records link access, receiver type, delivery person evidence, package evidence, OTP generation, and OTP verification history before the order can move forward.
- Open the Koovira receiving link from the order notification.
- Capture the required delivery evidence.
- Generate the OTP on the page.
- Share the OTP only with the delivery partner standing at your address.
Koovira uses guided unboxing evidence to reduce empty-box scams, fake seller disputes, and unsupported refund denials. The order owner must upload the unboxing video before confirming product condition or raising a delivery issue.
- Do not throw away packaging, invoice, labels, or accessories.
- Open My Orders or the receiving page.
- Start owner unboxing and record the full opening.
- Choose damaged, wrong product, missing item, package tampered, or other.
- Submit the issue before the issue window ends.
A refund should not depend only on chat messages or verbal promises. Koovira builds an evidence chain from delivery to return pickup and seller receipt so customer, merchant, courier partner, support, and padmin can see why a refund is pending, approved, rejected, or escalated.
- Raise the issue from the order flow.
- Upload requested evidence.
- Follow return pickup instructions.
- Track refund and dispute status from the order or support ticket.
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