Managing returns

1. Managing Returns
In this module, we will discuss:
1. What are Returns and their types?
2. Stages of Return after delivery
3. What are the reasons for returns?
4. How can you manage returns?

2. What are returns?
• When a customer cancels the order and sends it back to you, it is termed as a return
• There are two types of returns depending upon the time of the initiation of the return request
Return before delivery
• Order cancellation before delivery to customer
Return after delivery
• Order returned after delivery
Customer
places order
Seller accepts
order
Order details
sent to Courier
partner for
pickup
Delivery partner
shipped
Customer receives order

3. Stages of Return after delivery
How will you check the process stages of a Return after delivery
Return requested
Customer places the
return of your order
(Visible on seller panel)
Request for Pickup
Courier assigned for
return pickup
You receive return
Return delivered to
your warehouse
(Visible on seller
panel)
Request approved
Return approved
from Paytm Mall
(Visible on seller
panel)
Return picked up
Products are
shipped
(Visible on seller
panel)

4. What are the reasons for returns?
Following are some commonly found reasons why customers request a return
Wrong Product
Partial Product
Damaged Product
Freebies Missing

5. Reverse logistics charged if you are a Paytm Mall
courier partner fulfilled seller
These charges will be charged to you if you have sent any wrong or damaged product
Note – For a Return before delivery order, you do not have to pay any logistics charges.
Reversed shipping charges
Express
Weight Local Zonal National
Up to 500 grams ₹ 65 ₹ 69 ₹ 84
Additional per 500 grams ₹ 33 ₹ 33 ₹ 42
Surface
Up to first 1 Kg ₹ 80 ₹ 90 ₹ 110
Up to first 2 Kg ₹ 95 ₹ 110 ₹ 138
Up to first 3 Kg ₹ 105 ₹ 132 ₹ 165
Additional 3-5 Kg (rate per kg) ₹ 15 ₹ 24 ₹ 36
Additional 5-10 Kg (rate per kg) ₹ 22 ₹ 24 ₹ 34
Additional 10-30 Kg (rate per kg) ₹ 15 ₹ 19 ₹ 31
Additional 30-60 Kg (rate per kg) ₹ 13 ₹ 17 ₹ 30
Additional kg >60 Kg (rate per kg) ₹ 12 ₹ 15 ₹ 30

6. Four easy steps to reduce returns while
processing orders -
In the catalogue filling, putting a detailed and proper description of the product reduces the return percentage
Detailed description of products will
reduce return percentage
Pack your Order by following
packaging guidelines
Acknowledge your order
within 24 hours
Process your Order within time
to avoid cancellation

7. What is a Return Processing Center (RPC)?
A Return Processing Centre is a physical hub where an order returned by the customer is brought for a quality check
before it is dispatched to you. Some benefits of using an RPC are -
Protection from extremely
bad returns
No hassles of managing/
disposing bad inventory
No ticket creation/follow-up
for payment against
extremely bad returns
Note: An RPC will be assigned to you on the behalf of Paytm Mall. You will not be able to avail this service on your own.

8. Thanks everyone!
For any query, please raise a ticket using the Seller Helpdesk tab on
your seller panel