In this module we will discuss: What are Replacements? What are the reasons for replacements? How does replacement work? How will you benefit from replacements ? How can you check replacement order on seller panel? How can you process replacement order on seller panel? When will you get payout of your replaced order? How to raise a query for replacements?

1. Replacements
In this module we will discuss:
1. What are Replacements?
2. What are the reasons for replacements?
3. How does replacement work?
4. How do you get the benefit from replacements ?
5. How can you check replacement order on seller panel?
6. How can you process replacement order on seller panel?
7. When will you get payout of your replaced order?
8. How to raise a query for replacements?

2. What are Replacements?
When the delivered product is claimed incorrect in terms of size, color etc; defective or damaged; then a
new order is placed for the same product with the seller. This process is termed as replacement
Buyer receives
order asks for
replacement
Return request
approved by
Paytm Mall
You receive
return
Courier assigned
and return picked
up
Return &
Replacement
initiated in
parallel
Acknowledge the
forward order
from Orders Tab
Email notification
on your registered
email ID
Process the
forward order
step by step
Courier assigned
and replacement
picked up
Buyer
receives
replacement
ProcessDefinition
Note – Replacement is allowed once per order

3. Following are some of the reasons due to which buyer may ask for replacement of a product-
What are the reasons for replacement?
Defective Product Partial Product Packaging Issues Freebies Missing
Note – This is illustrative not exhaustive

4. How does replacement work?
• Buyer requests for
replacement
• Forward order created
Replacement requested
Return process initiated
Return process initiated Pending
Acknowledgement
Process the replacement order
as a forward order from Orders
tab
Courier assigned & order
picked up
Replacement order picked up
by courier company
Replacement delivered
Replacement delivered and
payout is initiated at return
picked stage
Shipment created
Download the packaging slip
and manifest
Note– You can cancel your forward order if you don’t have the inventory.

5. How do you get the benefit from replacement?
Improves Seller ratings
No extra commission charges
Preserve sales

6. To check the replacement order, follow these steps-
How can you check replacement order on seller
panel?
Click on Returns tab
Click on returns after
delivery tab
1.
2.
2
1
Note– Replacement will be approved with in 48 hrs after the order delivered

7. Click on Approved
tab
How can you check replacement order on seller
panel?
3.
3
Note– Replacement will be approved with in 48 hrs after the order delivered

8. How can you process replacement order on
seller panel?
Click on Orders tab
A new forward order ID will be generated against the previous order. Step to process replacement
orders -
Replacement order is in
Orders tab. Process this
order through forward
order processing steps
Click on Acknowledge
tab
1.
2.
2
1
3.
3
Note– Keep your inventory updated to ensure smooth order processing.

9. Click on Ok button
How can you process replacement order on
seller panel?
4.
4

10. Click on To Pack in
To Ship (All)
Click on download
packing slip
How can you process replacement order on
seller panel?
5.
6.
5
6

11. Click on To Request
Pickup in To Ship(All)
Click on Scan and
move to Manifest form
the drop down
How can you process replacement order on
seller panel?
7.
8.7
8

12. Manifest slip will be
downloaded
Click on To Request
Pickup in To
Ship(All)
Click on Create and
Download
How can you process replacement order on
seller panel?
9.
10.
9
10
Note– You can scan the barcode which is on Packaging slip/ fill the fulfillment ID.

13. How can you process replacement order on
seller panel?
Click on Pickup
Awaited in To Ship(All)
Order will be shipped
and delivered from the
assigned Courier
Company
11.
11
Note– For Paytm Mall courier partner fulfilled sellers, Order will be dispatched and delivered from the assigned
courier company to the buyer. For Self shipping sellers, you have to mark the status as Mark Shipped after
shipping your order from courier

14. Case 1 – When replacement is requested before release of payout
Buyer requested replacement
before release of payout
Payout initiated once replaced
order is delivered
Replaced order is shipped and
delivered to the buyer
Replacement order appears as
new order in Orders Tab,
process the order within 48
hours
Your Payout will be on hold
until the replaced order is not
delivered
When will you get payout of your replaced
order?

15. Case 2 – If the buyer request for the replacement after the payout is released to you
Payout initiated once replaced
order is delivered
Buyer requested replacement
after 48 hours of product being
delivered
Payout released in your
account
Replaced order is shipped and
delivered to the buyer
Replacement order appears as
new order in Orders Tab,
process the order within 48 hours
Released payout will be
deducted from the nearest
payout cycle
When will you get payout of your replaced
order?

16. Let’s take an example of product with SP: Rs. 1000
Selling Price 1000
(-) Marketplace commission (12.4%) + ST 142.6
(-) Payment gateway fee (2.7%) + ST 31.05
(-) Logistics charges (500 gm) (Local) + ST 40.25
Expected Payout 786
(-) Return logistics + ST (500 gm) 50.3
Subtotal 735.7
(-)Forward Logistics Charges (Replacement) + ST 40.25
Final Payout Rs.695.45
Note- The numbers are illustrative, commissions and logistics vary across categories and zones respectively.
All charges inclusive of Service tax.
How to calculate payout of your replaced
order?

17. Click on Support Tab
For any query related to Replacements, Raise a query from Support Tab -
1.1
How to raise a query from support tab?

18. Select the Returns Tab under How can we help you -
Click on Returns Tab2.
2
How to raise a query from support tab?

19. If you want to raise a dispute , click on Raise Return Dispute under Sub categories -
Click on Raise Return
Dispute
3.
3
How to raise a query from support tab?

20. Write all the details asked below -
Write all the mandatory
details and then click on
Submit Tab
4.
4
How to raise a query from support tab?

21. Thanks everyone!
For any query please raise a ticket on support