Capture a claim in the chat, while the parcel is still in your hand
Tell Robnu what happened, by voice or by text, and send the evidence in whatever order it comes to hand. Every photo is answered with what was read from it, so you learn a photo is unreadable while you can still take another.
Send start claim, then tell Robnu what went wrong and send four things: the AWB photo, the packet barcode or QR, a photo of what you actually received, and the opening video. Order does not matter. Robnu reads the codes off the photos, works out which parcel it is, and shows you the product so you can confirm it matched the right one. The draft is completed and submitted from the app.
- Capture happens in the chat. Submission happens in the app, by a person. Nothing is sent to a marketplace from WhatsApp.
- Send the four pieces of evidence in any order, by voice or text, in English, Hindi or Gujarati.
- Every photo is answered with what Robnu read from it, so an unreadable photo is caught while the parcel is still in your hand.
- Robnu identifies the parcel from the codes in your photos and shows you the product, so a wrong-parcel capture is visible before it costs you.
- Say end and it reads back everything it captured, so you can see the whole draft before anyone acts on it.
The reason claims fail is almost never the argument. It is the evidence: a barcode photographed at an angle nothing can read, a video that starts after the packet is already open, a claim filed against the wrong parcel because two came back the same day. All of those are cheap to fix at the bench and impossible to fix a week later, when the parcel has gone. So the useful place to capture a claim is standing over the parcel with a phone, which is exactly where this works.
What to send, and in what order
Say start claim. Then describe what happened in your own words, typed or spoken, in whatever language you speak. There is no form and no fixed phrasing.
Then send four things: a photo of the AWB label, a photo of the packet's barcode or QR, a photo of what you actually received, and the video of you opening it. They can arrive in any order, as they come to hand, which is how it actually goes when you are holding a parcel and a phone at once.
When you are done, say end. Robnu reads back everything it captured so you can see the whole draft in one place before anybody acts on it.
You do not have to tell it which order the claim is against. It reads the codes off the photos, works out which of your parcels this is, and shows you the product it matched so you can confirm it got the right one. Two returns that came back the same day are exactly the case this prevents.
Every photo is answered, and that is the point
When you send a photo, Robnu tells you what it read from it. Not a tick, not a silent accept: the actual codes it could make out.
This is the single most valuable behaviour in the whole flow, and it is easy to undervalue until it saves a claim. A blurred barcode or a label photographed at an angle is useless as evidence, and the only moment it is cheap to fix is while the parcel is still in your hand. A silent accept that turns out to be unreadable at review time costs you the claim and the window, and by then the parcel has gone back out or been thrown away.
So if Robnu answers a photo with something that does not look right, take another one. That is thirty seconds now against a lost claim later.
Capture is not filing, and that distinction is structural
What WhatsApp produces is a draft. It stops at the same point the app's own capture journey stops at, and a person submits it from the app.
Nothing in this path reaches a marketplace. That is not a setting that could be flipped by accident: the module does not import the filing code at all, and a test fails the build if a path to it ever appears. The draft is deliberately left in a state the filing run does not consume.
There is a good reason for the split beyond caution. A filed claim is counted against your account's claim rate whether it succeeds or not, so a claim filed in error costs you more than the claim itself. Review before filing is worth the extra step, and the review is much easier when the capture is already complete and legible.
What you gain from capturing in the chat is the part that is actually time-sensitive: the evidence, taken at the bench, while the parcel exists.
From the parcel to the draft
The time-sensitive half happens where the parcel is, the review half happens where the reviewer is
Why the chat is the right place for this specifically
Claims have short windows. The parcel is the evidence. The person holding it is usually not at a desk, and often is not the person who files claims.
Every one of those points the same way. Separating capture from filing means the warehouse can do the part only the warehouse can do, at the only time it can be done, and whoever handles claims can review a complete draft afterwards without needing the parcel back.
It also means a capture can happen in Gujarati by voice, from somebody who would never have opened a claims screen, and still produce a draft a reviewer can act on.
The part of this Robnu does for you
Robnu reads your Amazon account and reconciles every settlement line back to the order that caused it, so a wrong deduction is visible the day it lands.
- Orders, returns, payouts and inventory synced
- Every settlement line matched to its order
- FBA units Amazon has not made good, listed
Where this sits in the rest of your Amazon operation
On Amazon, Robnu syncs your orders, returns, payouts and inventory, reconciles every settlement line back to the order that caused it, lists the FBA units Amazon's own ledger has not made good, flags a return that never came back before the SAFE-T window closes, and scans returns in at your dock. It reads your Amazon account rather than writing to it, so accepting orders and making labels run on AJIO and Meesho today. Related reading:
Sources & further reading
- Robnu, the product the behaviour described here is the product's own. The WhatsApp surface calls the same endpoints the screens do, with the same permissions, so anything you can check on a screen is the same fact. Read 2 November 2026.
- Meta, WhatsApp Business Platform onboarding Meta's own page. It states that the 24 hour customer service window applies to messages sent through the Cloud API, and that a window opens when a person messages a business already onboarded to it. That rule is why a reply can arrive as a template rather than as free text. Read 2 November 2026.
Not legal or tax advice. Amazon changes fees, windows and policies without notice, and the detailed style guides and account-health thresholds sit behind a Seller Central login, so any figure quoted here as convention is not Amazon-published. Check anything you plan to act on against your own Seller Central account first.
Questions sellers ask
No. WhatsApp produces a draft and stops where the app's own capture journey stops. A person submits it from the app. The module does not import the filing code at all, and a test fails the build if a path to it ever appears, so this is a structural property rather than a setting.
Four things: a photo of the AWB label, a photo of the packet's barcode or QR, a photo of what you actually received, and the video of you opening the parcel. They can arrive in any order, by voice or text, in whatever language you speak.
Robnu answers each photo with what it actually read from it, rather than a silent tick. If the codes it reports look wrong, take another photo while the parcel is still in your hand. An unreadable barcode discovered at review time costs the claim and the window, and by then the parcel has gone.
No. It reads the codes from your photos, works out which of your parcels it is, and shows you the product it matched so you can confirm. That check is there for the case where two returns came back the same day, which is when a claim gets filed against the wrong parcel.
Yes, and that is the intended split. Capture is the time-sensitive part and has to happen where the parcel is. Filing is a review step done from the app by whoever handles claims, who can work from a complete draft without needing the parcel back.
Because a filed claim counts against your account's claim rate whether it succeeds or not, so one filed in error costs more than the claim itself. A short review of a complete, legible draft is cheap insurance, and the capture being done properly at the bench is what makes that review quick.
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