This document outlines the details of handling orders, including definitions of single and multiple orders, service level agreements (SLAs), and penalties for breaches or cancellations. It emphasizes the importance of acknowledging and shipping orders promptly to avoid financial penalties, which vary by product category. Urgent orders require immediate attention and can be tracked through the seller panel to prevent additional penalties.

1. Orders overview
In this module we will discuss :-
1. What is an order?
2. What are the types of order?
3. What is an SLA?
4. What are the SLA breach and cancellation penalties?
5. How can you check your urgent orders?

2. What is an order?
• When a customer purchases any product from your catalogue, it is termed as an order
• An order may include one or more products
• Each product of an order has item ID
Customer receives
the product
Order will be visible
on seller panel
You pack the same and
request for its pickup
Shipped to delivery
partner
Customer places an
order
You acknowledge the
order

3. There are two types of orders
Single order
• When customer has purchased only one item
• It has one order id and one item id
Multiple order
• When customer has purchased more than one
item or more than one unit of the same item from
you
• It has a single order id and more than one item
ids

4. What is a service level agreement (SLA)?
A service level agreement (SLA) is your promise to ship your products to your customers within a
certain number of days
You can check your
“days left for shipping”
in seller panel under
orders tab
Try to acknowledge
order within 24 hours
1.
1
Note- If SLA is breached, the order will be cancelled and you will be charged a cancellation fee.

5. Understanding SLA
Scenario Penalties
1. Order cancelled by you before ship deadline
2. Order not “shipped” by ship deadline
Y% of selling price is deducted as a cancellation
penalty
X% of selling price is deducted as SLA breach
penalty
1. Order “shipped” within the grace period
2. Order cancelled by you in grace period
X% of selling price as SLA breach penalty levied at
ship deadline breached stage remains
X% of selling price as SLA breach penalty and Y%
of selling price is deducted as cancellation penalty
Order
received
Ship
deadline
breached
Auto
cancelled
DispatchSLA1daygraceperiod
1. Order not “shipped” & “auto-cancelled” after grace
period
X% of selling price as SLA breach penalty levied at
ship deadline breached stage remains and Y% of
selling price is deducted as cancellation penalty

6. Penalty structure
There will also be a minimum cancellation penalty amount and minimum SLA breach penalty amount. This means,
seller will be charged higher of minimum penalty amount OR Y%/X% of SP.
Note- 1.These charges are exclusive of taxes
2. Minimum penalty amount will be Rs.50 on both SLA Breaches and Cancellations by Seller
X and Y are defined at product’s category level
SLA breach penalty, ‘X%’ of selling price
Electronics 10%
FMCG 15%
Others 20%
Seller cancellation penalty, ‘Y%’ of selling price
Electronics 10%
FMCG 15%
Others 20%

7. How can you track SLA?
• Ship deadline is displayed on orders panel for each order
• You are advised to ship the order before the ship deadline

8. How can you track SLA?
• If order is not shipped as per the defined SLA then order may be auto cancelled
• X% of selling price is deducted as SLA breach penalty
• In order to avoid customer dissatisfaction, we give one day as a grace period so that you can ship
the order
Note- Value of X depends on the category of the product as already described in slide no. 6.

9. How can you track SLA?
• If order is not shipped within the grace period then order will be auto-cancelled
• Once your order is cancelled you will be levied with a Y% of selling price as a cancellation penalty
• Total penalty post cancellation of an order is : SLA breach Penalty which is X% of selling price +
Y% of selling price as a cancellation penalty
Note- Values of X and Y depend on the category of the product as already described in slide no. 6.

10. What are the urgent orders?
• Urgent orders are order which need your immediate attention and any further delay in their
shipment may lead to penalties
• Paytm Mall seller panel has a special tab i.e. Urgent Orders tab under which you can check your
all urgent orders
• You should process all your urgent orders before deadline to avoid respective penalties

11. How can you check your urgent orders?
Click on Orders tab
Click on urgent
orders tab
1.
2.
Follow these steps to check your urgent orders
1
2

12. How can you check your urgent orders?
Here you can check
all orders which must
be shipped within 24
hours to avoid
penalties
3.
3

13. How can you check your urgent orders?
Click on Dashboard
tab
1.
2
You can also check your urgent order details on dashboard tab
Here you can check
the number urgent
orders and details of
respective penalties
2.
Click here to go to
urgent orders tab
3.
1
3

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