This document outlines the management of returns in e-commerce, explaining the types of returns (before and after delivery), common reasons for returns, and associated logistics charges. It emphasizes the importance of detailed product descriptions and timely order processing to reduce return rates and discusses the role of fulfillment and return processing centers. Additionally, it provides guidance on how to effectively handle returns through a structured process visible on the seller panel.

1. Managing returns
In this module we will discuss :-
1. What are Returns and its 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 returns 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 you will check the process stages of Return
after delivery?
Notified on your e- mail
Notification to you3.
Return approved from
Paytm Mall
(Visible on seller panel)
Request approved2.
Customer places return of
your order
(Visible on seller panel)
Return requested1.
Return delivered to seller
(Visible on seller panel)
Seller receives return6.
Products are shipped
(Visible on seller panel)
Return picked up5.
Courier assigned for
return pickup
Courier assigned4.

4. Following are some commonly found reasons why customers request a return
Damaged Product
What are the reasons for returns?
Note – This is illustrative not exhaustive
Wrong Product
Partial Product
Freebies Missing

5. Reverse Logistics Charges
Weight Local Zonal Metro National
First 500grams Rs 43.75 Rs 56.25 Rs 68.75 Rs 75
Additional 500grams Rs 31.25 Rs43.75 Rs 56.25 Rs 68.75
Surface
Upto first 3 kgs Rs 112.5 Rs 125 Rs 137.5 Rs 150
Additional kg 3-10 kg Rs 22.5 Rs 25 Rs 28.75 Rs 31.25
Additional kg 10-30 kgs Rs 18.75 Rs 22.5 Rs 25 Rs 28.75
Additional kg 30 – 60 kg Rs 12.5 Rs 15 Rs 18.75 Rs 25
Additional kg >60 kg Rs 10 Rs 12.5 Rs 15 Rs 18.75
These charges will be charged to you if you have sent any wrong, damaged product..
How reverse logistics are charged if you are Paytm
Mall courier partner fulfilled seller?
Note – For Return before delivery, you do not have to pay any logistics charges

6. Four easy steps to reduce returns in processing
orders-
Detailed description of
products will reduce
return percentage
Process your Order
with in time to avoid
cancellation
Pack your Order by
following packaging
guidelines
Acknowledge your
order with in 24 hours
Tip- You can avail the services of an FC on your own from Seller Panel, this service is fulfilled by Paytm Mall
In catalogue filling, put detailed and proper description of product which reduces return percentage

7. Fulfillment centre is a store /warehouse approved by Paytm Mall where you can keep stock of your
products so that they can be processed in time. It will help you in the following ways-
Improves Seller ratings
Reduces risk of returns
Processes order in time
Reduces Operational expenses
What is a fulfillment centre?

8. A Return Processing Centre is a physical hub where the orders returned by the customer is brought
for quality check before it is dispatched to you, some benefits of 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
What is a return processing center (RPC)?
Note - An RPC will be assigned to you on behalf of Paytm Mall, you can not able to avail this service on your own

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