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Replacement
- 1. Replacements In this modulewe will discuss: 1. What are Replacements? 2. What are the reasons for replacements? 3. How does replacement work? 4. How do you get the benefit from replacements ? 5. How can you check replacement order on seller panel? 6. How can you process replacement order on seller panel? 7. When will you get payout of your replaced order? 8. How to raise a query for replacements?
- 2. What are Replacements? Whenthe delivered product is claimed incorrect in terms of size, color etc; defective or damaged; then a new order is placed for the same product with the seller. This process is termed as replacement Buyer receives order asks for replacement Return request approved by Paytm Mall You receive return Courier assigned and return picked up Return & Replacement initiated in parallel Acknowledge the forward order from Orders Tab Email notification on your registered email ID Process the forward order step by step Courier assigned and replacement picked up Buyer receives replacement ProcessDefinition Note – Replacement is allowed once per order
- 3. Following are someof the reasons due to which buyer may ask for replacement of a product- What are the reasons for replacement? Defective Product Partial Product Packaging Issues Freebies Missing Note – This is illustrative not exhaustive
- 4. How does replacementwork? • Buyer requests for replacement • Forward order created Replacement requested Return process initiated Return process initiated Pending Acknowledgement Process the replacement order as a forward order from Orders tab Courier assigned & order picked up Replacement order picked up by courier company Replacement delivered Replacement delivered and payout is initiated at return picked stage Shipment created Download the packaging slip and manifest Note– You can cancel your forward order if you don’t have the inventory.
- 5. How do youget the benefit from replacement? Improves Seller ratings No extra commission charges Preserve sales
- 6. To check thereplacement order, follow these steps- How can you check replacement order on seller panel? Click on Returns tab Click on returns after delivery tab 1. 2. 2 1 Note– Replacement will be approved with in 48 hrs after the order delivered
- 7. Click on Approved tab Howcan you check replacement order on seller panel? 3. 3 Note– Replacement will be approved with in 48 hrs after the order delivered
- 8. How can youprocess replacement order on seller panel? Click on Orders tab A new forward order ID will be generated against the previous order. Step to process replacement orders - Replacement order is in Orders tab. Process this order through forward order processing steps Click on Acknowledge tab 1. 2. 2 1 3. 3 Note– Keep your inventory updated to ensure smooth order processing.
- 9. Click on Okbutton How can you process replacement order on seller panel? 4. 4
- 10. Click on ToPack in To Ship (All) Click on download packing slip How can you process replacement order on seller panel? 5. 6. 5 6
- 11. Click on ToRequest Pickup in To Ship(All) Click on Scan and move to Manifest form the drop down How can you process replacement order on seller panel? 7. 8.7 8
- 12. Manifest slip willbe downloaded Click on To Request Pickup in To Ship(All) Click on Create and Download How can you process replacement order on seller panel? 9. 10. 9 10 Note– You can scan the barcode which is on Packaging slip/ fill the fulfillment ID.
- 13. How can youprocess replacement order on seller panel? Click on Pickup Awaited in To Ship(All) Order will be shipped and delivered from the assigned Courier Company 11. 11 Note– For Paytm Mall courier partner fulfilled sellers, Order will be dispatched and delivered from the assigned courier company to the buyer. For Self shipping sellers, you have to mark the status as Mark Shipped after shipping your order from courier
- 14. Case 1 –When replacement is requested before release of payout Buyer requested replacement before release of payout Payout initiated once replaced order is delivered Replaced order is shipped and delivered to the buyer Replacement order appears as new order in Orders Tab, process the order within 48 hours Your Payout will be on hold until the replaced order is not delivered When will you get payout of your replaced order?
- 15. Case 2 –If the buyer request for the replacement after the payout is released to you Payout initiated once replaced order is delivered Buyer requested replacement after 48 hours of product being delivered Payout released in your account Replaced order is shipped and delivered to the buyer Replacement order appears as new order in Orders Tab, process the order within 48 hours Released payout will be deducted from the nearest payout cycle When will you get payout of your replaced order?
- 16. Let’s take anexample of product with SP: Rs. 1000 Selling Price 1000 (-) Marketplace commission (12.4%) + ST 142.6 (-) Payment gateway fee (2.7%) + ST 31.05 (-) Logistics charges (500 gm) (Local) + ST 40.25 Expected Payout 786 (-) Return logistics + ST (500 gm) 50.3 Subtotal 735.7 (-)Forward Logistics Charges (Replacement) + ST 40.25 Final Payout Rs.695.45 Note- The numbers are illustrative, commissions and logistics vary across categories and zones respectively. All charges inclusive of Service tax. How to calculate payout of your replaced order?
- 17. Click on SupportTab For any query related to Replacements, Raise a query from Support Tab - 1.1 How to raise a query from support tab?
- 18. Select the ReturnsTab under How can we help you - Click on Returns Tab2. 2 How to raise a query from support tab?
- 19. If you wantto raise a dispute , click on Raise Return Dispute under Sub categories - Click on Raise Return Dispute 3. 3 How to raise a query from support tab?
- 20. Write all thedetails asked below - Write all the mandatory details and then click on Submit Tab 4. 4 How to raise a query from support tab?
- 21. Thanks everyone! For anyquery please raise a ticket on support