PSA guidelines

1. Paytm Mall Seller Assurance
(PSA)
In this module, we will discuss:
1. What is Paytm Mall Seller Assurance?
2. How can I raise a PSA claim on the seller panel?
3. What are the TATs for raising a query ticket for returns?

2. What is Paytm Mall Seller Assurance?
Product returns are inevitable on an online marketplace. Therefore, we have introduced the PSA, that will protect you in
the event of return damages or losses
Note – You must raise a PSA claim within 48 hours of receiving a disputed returned item

3. What are the cases for which you can raise a
PSA claim?
You can file a claim under PSA in the following events:
Delayed Delivery
• If you do not receive your product within the agreed delivery time committed
by Paytm Mall
Damaged Product
• If you receive a partially/completely damaged product that you cannot sell
anymore
Missing Items • If you receive the returned shipment with a missing accessory/freebie
Wrong Product or Empty Box • If you receive a wrong product or an empty box
Lost in Transit • If your product is lost in transit

4. Documents required for raising a PSA claim
Let’s now look at the types of mandatory supporting documents that you will be needing to submit as a proof while raising
a PSA claim.
For Damaged Product
• Images and a video capturing all sides of the product (a 360 degree view is
preferable)
For Used Product / Tampered Label
• Images and a video capturing all sides of the product (a 360 degree view is
preferable)
For Empty Box
• Remarks on POD, Images and a video capturing all sides of the product (a 360
degree view is preferable)

5. Raising a PSA Claim

6. How can I raise a PSA claim on the seller panel?
To raise a claim against disputed items, follow these steps -
Click on the Support tab

7. Click on the Returns tab
How can I raise a PSA claim on the seller panel?

8. Click on Issue with returned order Click on Raise Return Dispute
How can I raise a PSA claim on the seller panel?

9. Click on View More to read about the PSA policy in detail
You will now need to fill the Ticket Submission Form with the relevant details about your disputed item
Note - 1. You must go through the PSA terms and conditions before raising a claim
2. You can raise a claim for only one item at a time
3. You should upload 360-degrees images and videos for faster claims resolutions
How can I raise a PSA claim on the seller panel?

10. Fill the required details
• After filling the complete form, you will need to upload the images and videos of the disputed product
• Once submitted, our team will review your claim and process it if all terms and conditions are met
How can I raise a PSA claim on the seller panel?

11. Upload the attachments and click on Submit Ticket
How can I raise a PSA claim on the seller panel?

12. Timelines for raising a returns
query ticket

13. What are the TATs for raising a query ticket for
returns?
Type of Issue TAT
Product/ Payment not Received 7 Days
Brand Box/ Original Packaging Damaged 7 Days
Short product/ Accessory/ Freebie missing 7 Days
Partial/ Incomplete received in Combo set 7 Days
Used product/ Returned after installation 7 Days
Minor Defective product 7 Days
Fully Non-functional/ Dead product 7 Days
Fully Damaged/ Partially Damaged/ Torn product 2 Days
Empty Box/ Stone received 2 Days
Wrong/ Duplicate Product 2 Days
Seal Open Only 7 Days
Note: You can raise ticket for a POD (proof of delivery) of your return order within 7 days from the ‘RTO delivered’, ‘ Returned’ or ‘Return Delivered’ date.
Ticket raised beyond 7 days from the date will not be entertained. To know more about PSA guidelines click here.

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