This document discusses the replacement process on the seller panel. It defines replacements as new orders placed when a delivered product is claimed defective. It outlines the replacement workflow including how replacements are initiated, tracked, and processed as forward orders. It also covers payout calculations for replaced orders and how to raise queries about replacements using the support tab.

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

2. What are the Replacements?
When the delivered product is claimed to be 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
Process the forward
order step by step
Courier assigned
and replacement
picked up
Buyer receives
replacement
ProcessDefinition
Note – You will be able to process the replacement order only when the return is picked up from the customer

3. What are the reasons for returns?
Following are some of the reasons due to which a buyer may ask for the replacement of a product -
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 Confirm & Pack
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
Request pickup
Download manifest slip by
clicking on Request pickup tab
Note - This is illustrative not exhaustive

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

6. Tracking replacement order on the seller panel

7. Steps to check a replacement order on the seller
panel
To check the return order against the replacement is request, follow these steps -
Note – Replacement will be approved with in 48 hrs after the order delivered
Click on Returns after delivery tabClick on Returns tab

8. Steps to check a replacement order on the seller
panel
Click on the Approved tab

9. 13 Sept 2020
Here you can check your return orders against the replacement is requested
Steps to check a replacement order on the seller
panel

10. Processing replacement order on the seller panel

11. Click on the Orders tab
A new forward order ID will be generated against the previous order. Steps to process replacement orders -
Steps to process a replacement order

12. 13 Sept
The replacement orders visible in the Confirm & Pack tab. Process this order through forward order processing steps
Note – Keep your inventory updated to ensure a smooth order processing
Steps to process a replacement order

13. Click on the Pack tab Click on the confirm button
In case of non-electronic product packing slip will be
downloaded instantly
Steps to confirm a replacement order
To confirm a replacement order, follow these steps-

14. Enter the IMEI/serial number Click on the Done button
The packing slip will be downloaded in your system
If it is an electronic product then you have to enter its IMEI/serial number
Note – This pop-up will appear only if it is an electronic product
Steps to confirm a replacement order

15. Click on the Request Pickup tab
Note – For Paytm Mall courier partner fulfilled sellers - orders will be dispatched and delivered from the assigned courier company to the buyer
For Self shipping - seller have to mark the status as Mark Shipped after shipping their orders from courier
Click on Request Pickup
Requesting for pickup of a replacement order

16. Payout calculations of your replaced order

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

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

19. Payout calculation of your replaced order
Note – The numbers are illustrative. Commissions and logistics vary across categories and zones respectively
Payout calculation Example : Product- Men’s T-shirt
Selling price ₹ 1000
(-) Marketplace commission (eg. 12.43%) ₹ 124.3 (12.43% *1000)
(-) Payment gateway fee @2.7% ₹ 27 (2.7%*1000)
(-) Logistic charges (eg. 500 gm) ₹ 30
(-) Fixed Closing Fee (as per product price) ₹ 5
(-) GST@ 18% ₹ 33.53 [18%*(124.3+27+30+5)]
(-) TCS (1%) on base price ₹ 9 [1%*(Selling price- applicable GST on the product)]
(-) TDS (0.75%) on base price ₹ 6.7 [0.75%*(Selling price- applicable GST on the product)]
Expected Payout ₹ 764.54 [1000-(124.3+27+30+5+33.53+9+6.7)]
(-) Reverse Logistics charges + GST (eg. 500 gm) ₹ 59 (Reverse Logistics charges : 50 + GST : 9)
(-)Forward Logistics Charges (Replacement) + GST (eg. 500 gm) ₹ 35.4 (Forward Logistics charges : 30 + GST : 5.4)
Final Payout ₹ 670.14 [764.54-(59+35.4)]

20. Raising a ticket for replacement disputes

21. How to raise a query from the Support Tab?
For any query related to replacements, raise a query from the Support Tab -
Click on the Support tab

22. How to raise a query from the Support Tab?
Click on the Returns tab

23. How to raise a query from the Support Tab?
Click on Issue with returned order Click on Raise Return Dispute

24. Fill all the mandatory details
How to raise a query from the Support Tab?

25. How to raise a query from the Support Tab?
Click on Submit Ticket

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