Support for Wholesale

1. Need support
In this module, we will discuss :-
1. How to raise a ticket from the Support Tab?
2. How to check ticket history?
3. FAQs

2. Here we have taken an example of the catalogue. To raise a ticket for catalogue, follow these steps -
How to raise a ticket from the Support Tab?
1 Click on the Seller Support tab
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3. 2 Click on the Listing and
Catalogue tab
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How to raise a ticket from the Support Tab?

4. These are the sub-categories of the catalogue you can raise a ticket for, according to your query3
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How to raise a ticket from the Support Tab?

5. If you want to enquire about your catalogue status, click on Catalogue status enquiry4
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4a
4a Click on the appropriate option here
How to raise a ticket from the Support Tab?

6. 5 Enter all the details
5 6
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6 Upload the attachment here
7 Click on Submit Ticket
Tip - You can choose the Call Me option to get a call from us.
How to raise a ticket from the Support Tab?

7. Note down the ticket number for
your reference
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How to raise a ticket from the Support Tab?

8. 1 Click on the Seller Support tab
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How to check ticket history?
To check the status of the ticket, follow these steps -

9. How to check ticket history?
2 Click on Check Ticket history
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10. 3 Enter the Ticket ID and click on
the search icon
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4 Here, you can check the status of
the ticket
5 Click on the Ticket number to
check more details
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How to check ticket history?

11. How to check ticket history?
You can check the details related to the status of the ticket -

12. Reply to/Add details to existing ticket
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Enter your response6
7 Upload the relevant attachment and click on Submit
If you are asked to provide more details on the issue or want to follow up/add more details , you can
share the same here -

13. Re-opening a solved ticket
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Enter your response8
9 Upload the relevant attachment and click on Reply and open ticket
If the ticket is marked as ‘solved’ and you are not satisfied with the resolution, you can re-open the ticket by
following these steps -

14. There are four types of statuses -
In progress
Pending with you
Solved
Disposition
We have received your query and we are working on it
The ticket is pending as we require a few more documents/details from your end in
order to resolve your query
The resolution of the ticket has been provided to you
The tickets will be on disposition in case you had requested a call. However, due to
some reason the same could not be connected
Understanding various ticket resolution statuses

15. FAQ’s

16. How Do I Start Selling On Paytm Mall?
After all the required documents have been verified and your seller profile is complete, you can upload your catalogue in the Seller
Panel and start selling.
Can I Register If I Do Not Have A GST/GSTIN Number?
If you have a PAN card, you can register as a seller, but you will only be eligible to sell in tax exempted categories. Selling any
other products will require a GSTIN number.
Are There Any Charges For Registration?
Listing of products on Paytmmall.com is absolutely free. Paytm Mall does not charge anything for listing your catalogue online. You
only pay a small commission for what you sell.
FAQ’s- Onboarding
My Documents Got Rejected, What To Do?
You need to re-submit the correct documents via the Seller Panel. See how:
1. Login to the Seller Panel
2. Move your cursor to the right side of the screen over your seller login name
3. Click on Profile and upload the missing/ corrected documents

17. How To Create A Catalogue For Bulk Products?
To create bulk products via Seller Support, please follow these simple steps:
⋅ Get the product template from your Paytm Mall onboarding agent
⋅ Fill the template sheet
⋅ Upload the sheet via seller support
Want to change picture/product name/ add size chart/product description…
It’s easy, just raise a ticket using seller support option available in your panel. Just follow these steps-
• Seller Support
• Listing & Catalogue
• Modify details of your existing product listing
• Now select the option as per your requirement & submit the details.
• The concerned team will reach out to you via mail/call & resolve the issue as soon as possible.
Want to update inventory /price of the product…
It’s easy & can be done using DIY feature available in your panel. Just go through the links below to check the quick step guides to
make changes-
To update inventory/price – click here
FAQ’s- Catalogue

18. A Customer Placed An Order, What To Do Next?
When you have received an order then you have to follow these steps-
Go to Orders Tab
Confirm & Pack the order
Request for pickup
Handover the shipment to courier partner
For detailed guide click here
When To Generate Manifest For Same Day Pickup?
If you will generate manifest of the orders till 12:00 pm then the pickup will be done on the same day, after 12:00 pm pickup will be
done on the next day till 6 pm (5 pm for Delhi NCR).
I Have Received Two Orders With Same Order IDs, Is It A Duplicate Order?
Check their item id, if they are different then it is not a duplicate order. This is a multiple order which has been ordered by the same
customer.
FAQ’s- Orders
What Are Order Cancellation Charges?
If any order gets cancelled by you at any stage, then you will be penalized for the same. Click here to know penalty charges.

19. When Will I Receive My Payment?
Once your product is marked as delivered in the seller panel, payment will be initiated on next day [during bank working hours]
from the date of delivery of the product.
How To Check My Payments?
You can check your expected payout along with the deductions by following these steps –
1. Click on Payments tab
2. Click on Orderwise tab
3. Click on More details to view payout with respect to the order
For a detailed guide click here
Why Have I Not Received My Payment?
There could be certain reasons –
• Amount recovered- Penalty or outstanding amount recovered.
• Bank details are not updated- If your bank details are not updated, payment goes on hold.
• Fraud done- If you are indulged in fraudulent activities, your payment is put on hold.
• Commission failure- If the commission is not set for the product (It can be pending from your end or Category manager’s
end), payout goes on hold.
• Negative payout- Deductions are higher than the selling price of the product.
FAQ’s- Payments

20. How can I get Paytm Mall commission invoice?
Paytm Mall commission invoice is generated on monthly basis. It is generated on 2nd of the month for the previous month. You can
download the GST report from Paytm Mall seller panel itself. For a detailed guide click here
When can I download the GST report?
GST report is generated on monthly basis. It is generated on 2nd of the month for the previous month. You can download the GST
report from Paytm Mall seller panel itself. For a detailed guide click here
FAQ’s- Payments

21. I am not able to login on Seller Panel?
In this case you have to follow these steps-
• Click on “Having issues in login?
• Contact Us”
• Fill required details
• Click on submit ticket
Want to change Email ID/ Contact no. or warehouse details…
It can be done by contacting seller support. Just follow these steps to raise the issue & our team will get in touch with you- Seller
Support> My Account > Manage your account
How Dashboard Tab Is Useful To Me?
In Dashboard, you can check the following details:
Seller Ratings, Total Sales, Payments released, Top selling products, etc.
FAQ’s- Others
How Can I Check My Account Details In The Paytm Mall Seller Panel?
To check your account details in the seller Panel follow these steps:
⋅ Login to the Seller Panel
⋅ Keep your cursor on your email id
⋅ Click on Profile from the drop down

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