This document discusses managing product returns for online sellers on Paytm Mall. It defines what returns are and the different types. It outlines the return process and reasons for returns. It also provides tips on reducing returns by improving product descriptions, packaging correctly, acknowledging orders quickly, and processing orders on time. The document explains how reverse logistics charges are applied for returns and introduces the concepts of fulfillment centers and return processing centers to help sellers efficiently manage the return process and inventory.

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

2. • 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
What are returns?
Return before delivery
• Order cancellation before delivery to customer
Return after delivery
• Order cancellation after delivery
Customer
places order
Seller accepts
order
Order details
sent to Courier
partner for pickup
Delivery partner
shipped
Customer receives order

3. How will you check the process stages of a Return after
delivery?
Customer places the
return of your order
(Visible on seller panel)
1.Return requested1.
Courier assigned for
return pickup
Courier assigned4.
Return approved from
Paytm Mall
(Visible on seller panel)
Request approved2.
Products are shipped
(Visible on seller panel)
Return picked up5.
Notified on your e-mail
Notification to you3.
Return delivered to seller
(Visible on seller panel)
Seller receives return6.

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

5. How are reverse logistics charged if you are a Paytm
Mall courier partner fulfilled seller?
Note – For a Return before delivery order, you do not have to pay any logistics charges.
These charges will be charged to you if you have sent any wrong or damaged product.
Reverse Logistics Charges
Weight Local Zonal National
First 500grams Rs 43.75 Rs 56.25 Rs 75
Additional 500grams Rs 31.25 Rs43.75 Rs 68.75
Surface
Upto first 3 kgs Rs 112.5 Rs 125 Rs 150
Additional kg 3-10 kg Rs 22.5 Rs 25 Rs 31.25
Additional kg 10-30 kgs Rs 18.75 Rs 22.5 Rs 28.75
Additional kg 30 – 60 kg Rs 12.5 Rs 15 Rs 25
Additional kg >60 kg Rs 10 Rs 12.5 Rs 18.75

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
Tip - You can avail the services of an FC on your own from the Seller Panel. This service is fulfilled by Paytm Mall
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 Fulfillment Centre?
Fulfillment Centre is a store/warehouse approved by Paytm Mall where you can keep a stock of your
products so that they can be processed on time. It will help you in the following ways -
Processes order on time
Reduces Operational
expenses
Improves Seller ratings
Reduces risk of returns

8. 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 -
No hassles of managing/
disposing bad inventory
Protection from extremely bad
returns
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.

9. Thanks everyone!
For any query, please raise a ticket on Support