This document discusses Paytm Mall's Seller Assurance Program (PSA) which protects sellers from losses due to returns. The PSA allows sellers to file claims for issues like damaged, missing, or wrong products within 48 hours of a return. Sellers must provide images or videos of disputed items as proof when filing claims. The process for filing a PSA claim involves clicking through tabs in the seller panel to access the dispute form and upload supporting files. Standard response times for different return issues are provided, ranging from 2 days for empty boxes to 10 days for non-receipt of orders.

1. Paytm Mall Seller Assurance
(PSA)
In this module, we will discuss :
1. What is Paytm Mall Seller Assurance?
2. How can I raise a PSA claim on the seller panel?
3. What are the TATs for raising a query ticket for returns?

2. Product returns are inevitable on an online marketplace. Therefore, we have introduced the PSA, that
will protect you in the event of return damages or losses
What is Paytm Mall Seller Assurance?
Note – You must raise a PSA claim within 48 hours of receiving a disputed returned item.

3. What are the cases for which you can raise a PSA claim?
You can file a claim under PSA in the following events:
Delayed Delivery
• If you do not receive your product within the agreed delivery time committed by
Paytm Mall
Damaged Product
• If you receive a partially/completely damaged product that you cannot sell
anymore
Missing Items • If you receive the returned shipment with a missing accessory/freebie
Wrong Product or Empty Box • If you receive a wrong product or an empty box
Lost in Transit • If your product is lost in transit

4. What are the cases for which you can raise a PSA claim?
Let’s now look at the types of mandatory supporting documents that you will be needing to submit as a proof
while raising a PSA claim.
Damaged Product
• Images capturing all sides of the product (a 360 degree view is preferable)
Used Product / Tampered Label
• Images or a video capturing all sides of the product (a 360 degree view is preferable)
Empty Box • An undertaking signed by you

5. Click on the Support tab1
To raise a claim against disputed items, follow these steps -
How can I raise a PSA claim on the seller panel?
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6. Click on the Returns tab2
How can I raise a PSA claim on the seller panel?
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7. Click on Issue with returned order3
How can I raise a PSA claim on the seller panel?
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3
4
Click on Raise Return Dispute4

8. Click here to read more about
the PSA policy
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Note: 1. You must go through the PSA terms and conditions before raising a claim
2. You can raise a claim for only one item at a time
3. You should upload 360-degrees images or videos for faster claims resolutions
How can I raise a PSA claim on the seller panel?
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You will now need to fill the Ticket Submission Form with the relevant details about your disputed
item

9. Enter the details and submit the
ticket
How can I raise a PSA claim on the seller panel?
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• After filling the complete form, you will need to upload the images and/or videos of the disputed product
• Once submitted, our team will review your claim and process it if all terms and conditions are met
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10. What are the TATs for raising a query ticket for returns?
Type of Issue TAT
Product/ Payment not Received 10 Days
Brand Box/ Original Packaging Damaged 10 Days
Short product/ Accessory/ Freebie missing 10 Days
Partial/ Incomplete received in Combo set 10 Days
Used product/ Returned after installation 10 Days
Minor Defective product 10 Days
Fully Non-functional/ Dead product 10 Days
Fully Damaged/ Partially Damaged/ Torn product 2 Days
Empty Box/ Stone received 2 Days
Wrong/ Duplicate Product 2 Days
Seal Open Only 10 Days
Note: You can raise ticket for a Return before delivery POD (proof of delivery) within 10 days from the date of Return
before delivery marked. Ticket raised beyond 10 days from the date will not be entertained.
To know more about PSA guidelines click here.

11. When should you raise a query ticket for returns?
Note: For more details, click here
If Return before delivery order not
received within 50 days
In case of Return queries, raise
a ticket within 24 hrs
If Cancelled order not received
within 7 days
For Open delivery, you need to write
remarks on the POD (Proof of Delivery)

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