This document provides instructions for raising support tickets and checking ticket status and history on Paytm Mall. It explains how to raise tickets for different issues like catalogue queries, account updates, and cashback delays. It also outlines the different ticket statuses as In Progress, Pending with You, Solved, and Disposition. Additionally, it answers some common FAQs about updating inventory, changing contact details, cashback timelines, and what to do if a promo code was forgotten. The overall document guides users through the ticket raising and checking process on Paytm Mall.

1. Training guide for Paytm
Mall Shop
In this module we will discuss-
1. How to raise a ticket from support tab ?
2. FAQs

2. Here we have taken an example of catalogue. To raise a ticket for the query related to catalogue,
follow these steps
Click on seller support1 1.
How to raise a ticket from support tab ?

3. Click on Listing &
catalogue
2
2.
How to raise a ticket from support tab ?

4. Here are sub
categories of catalogue
you can raise a ticket
according to you query
3.
How to raise a ticket from support tab ?
3

5. Click on check ticket
history
To check status of the ticket follow these steps
1
1.
How can you check ticket history?

6. Enter the ticket id and
click on search icon
Click on ticket number to
check more details
Here you can check the
status of the ticket
2.
3.
4.
4 3
2
How can you check ticket history?

7. Here you can check
detailed status of the
ticket
5
5.
How can you check ticket history?

8. There are four types of status-
In progress
We have received your query and we are working on it
Pending with you
Ticket is pending as we require few more documents/details
from your end in order to resolve your query
Solved
Resolution of the ticket has been provided to you
Disposition
Tickets will be on disposition in case you had requested a call
however due to any reason the same could not be connected
What are the types of ticket status?

9. FAQs

10. FAQs
Want to change picture/product name/ add size chart/product description…
It’s easy, just raise a ticket using seller support option available in your panel. Just follow these steps-
Seller Support>Listing & Catalogue> Modify details of your existing product listing
Now select the option as per your requirement & submit the details.
The concerned team will reach out to you via mail/call & resolve the issue as soon as possible.
Want to update inventory /price of the product…
It’s easy & can be done using DIY feature available in your panel. Just go through the links below to check the quick step
guides to make changes-
To update inventory/price – click here
I am not able to login on Seller Panel?
In this case you have to follow these steps-
Click on “Having issues in login? Contact Us” > Fill required details > Click on submit ticket

11. FAQs
Want to change Email ID/ Contact no. or Store details…
It can be done by contacting seller support. Just follow these steps to raise the issue & our team will get in touch with
you- Seller Support> My Account > Manage your account
When Will I be receiving the payment?
Payment will be released the next day from the date of delivery of the product, Payment is transferred on every day
except bank holidays and it is processed during banking hours only

12. How customer can check cashback in Paytm
Mall app?
1
2
To check the details of cashback, follow these steps-
1. Open the Paytm Mall
app and tap on
“profile”
2. Tap on “My Passbook”
tab

13. 3
3. Tap on respective
cashback received
transaction
4. Here you can check
cashback amount and
other details of the
order
5. Tap on “Need help” to
raise a query
5
4
How customer can check cashback in Paytm
Mall app?

14. The details of the cashback is also shared by SMS and mail on your registered mobile number and email id respectively
How customer can check cashback in Paytm
Mall app?

15. FAQs
My cash-back is delayed
After any successful shipment, the cash back takes 72 hours to be credited to customer’s Paytm wallet. Cash back can
be delayed because of the monthly limit of Rs.20,000 of the Paytm wallet. In such cases, Cash back amount will be
added to the wallet automatically on the very first day of the next month. Else, you can up upgrade the wallet.
Customer enquired the cashback timelines?
Cashback will be credited into customer’s Paytm wallet within 72 hrs of your item being marked shipped/delivered (for
prepaid orders only).
If a customer purchses a product on EMI, then when will he receive the cashback?
In this case, Cashback gets credited once the return/replacement period gets over. However, if the product has no
return/replacement policy and customer has opted for EMI, the cashback gets credited post 7 days from the delivery of
the product.

16. FAQs
Customer forgot to apply the promo code
In this case the customer has to raise a ticket by following these steps-
Open Paytm Mall App and go to > Profile > My orders > Order number > “Have an issue with this order?” > Payments,
cashback & Refunds > Cashback not received > Message us > Fill details and tap on submit.

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