This document discusses managing product returns for online sellers. It defines what returns are and their types, the stages of the return process after delivery, common reasons for returns, and how sellers can manage returns. Specifically, it outlines:
1) Returns are orders cancelled and sent back by customers, which can be before or after delivery.
2) After delivery, returns go through stages from request to pickup to delivery back to the seller's warehouse.
3) Common reasons for returns include wrong, partial, or damaged products, or missing freebies.
4) Sellers can reduce returns by providing detailed product descriptions and packaging and acknowledging orders quickly.
In this module we will discuss:
How is your payout calculated?
How can you check your commission details?
What are the different modes of logistics?
How can you measure the weight of the packed product?
What are the logistics charges at Paytm?
What are the different types of fraud?
What is a service level agreement (SLA)?
How to avoid penalties?
How is payout calculated?
How can you check your expected payout on the Paytm seller panel?
In this module we will discuss:
How is your payout calculated?
How can you check your commission details?
What are the different modes of logistics?
How can you measure the weight of the packed product?
What are the logistics charges at Paytm?
What are the different types of fraud?
What is a service level agreement (SLA)?
How to avoid penalties?
How is payout calculated?
How can you check your expected payout on the Paytm seller panel?
In this module we will discuss:
What are Replacements?
What are the reasons for replacements?
How does replacement work?
How will you benefit from replacements ?
How can you check replacement order on seller panel?
How can you process replacement order on seller panel?
When will you get payout of your replaced order?
How to raise a query for replacements?
In this module we will discuss:
How is your payout calculated?
How can you check your commission details?
What are the different modes of logistics?
How can you measure the weight of the packed product?
What are the logistic charges at Paytm Mall?
What are the different types of fraud?
What is a service level agreement (SLA)?
How to avoid penalties?
How is payout calculated?
How can you check your expected payout on the Paytm Mall seller panel?
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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?
โข When a customer cancels the order and sends it back to you, it is termed as a return
โข There are two types of returns depending upon the time of the initiation of the return request
Return before delivery
โข Order cancellation before delivery to customer
Return after delivery
โข 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 โ 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 โน 50 โน 60 โน 75
Additional per 500 grams โน 25 โน 35 โน 45
Surface
Up to first 1 Kg โน 70 โน 80 โน 100
Up to first 2 Kg โน 80 โน 100 โน 125
Up to first 3 Kg โน 90 โน 120 โน 150
Additional 3-10 Kg (rate per kg) โน 15 โน 18 โน 30
Additional 10-30 Kg (rate per kg) โน 14 โน 17 โน 28
Additional 30-60 Kg (rate per kg) โน 12 โน 15 โน 27
Additional kg >60 Kg (rate per kg) โน 11 โน 14 โน 27
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
