This document discusses managing product returns on Paytm Mall. It defines returns as orders that are cancelled and sent back by customers. There are two types of returns: before delivery and after delivery. The document outlines the return request and approval process, common reasons for returns like wrong/damaged products, and reverse logistics charges sellers pay. It provides tips to reduce returns like detailed product descriptions. Finally, it introduces the Return Processing Center which handles quality checks and disposal of bad inventory returns instead of the seller.

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. 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 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)
Return requested1.
Return approved from
Paytm Mall
(Visible on seller panel)
Request approved2.
Products are shipped
(Visible on seller panel)
Return picked up4.
Courier assigned for return
pickup
Courier assigned3.
Return delivered to seller
(Visible on seller panel)
Seller receives return5.

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?
These charges will be charged to you if you have sent any wrong or damaged product.
Reversed shipping charges
Express
Weight Local Zonal National
First 250 Grams ₹ 37.5 ₹ 37.5 ₹ 52.5
First 500 Grams ₹ 43.75 ₹ 56.25 ₹ 75
Additional 500 Grams ₹ 31.25 ₹ 43.75 ₹ 68.75
Surface
Up to first 1 Kg ₹ 70 ₹ 80 ₹ 100
Up to first 2 Kg ₹ 80 ₹ 100 ₹ 125
Up to first 3 Kg ₹ 90 ₹ 120 ₹ 150
Additional kg 3-10 Kg ₹ 15 ₹ 18 ₹ 30
Additional kg 10-30 Kg ₹ 14 ₹ 17 ₹ 28
Additional kg 30-60 Kg ₹ 12 ₹ 15 ₹ 27
Additional kg >60 Kg ₹ 11 ₹ 14 ₹ 27
Note – For a Return before delivery order, you do not have to pay any logistics charges.

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