1. Replacements
In this module, we will discuss:-
1. What are Replacements?
2. What are the reasons for replacements?
3. How does replacement work?
4. How do you get the benefits from replacements ?
5. How can you check a replacement order on the seller panel?
6. How can you process a replacement order on the seller panel?
7. When will you get the payout of your replaced order?
8. How to raise a query for replacements?
2. What are Replacements?
When the delivered product is claimed to be 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
Process the forward
order step by step
Courier assigned and
replacement picked up
Buyer receives
replacement
ProcessDefinition
Note – A Replacement is allowed only once per order.
3. What are the reasons for returns?
Following are some of the reasons due to which a buyer may ask for the replacement of a product -
Defective Product Partial Product Packaging Issues Freebies Missing
Note - This is illustrative not exhaustive
4. How does replacement work?
• Buyer requests for replacement
• Forward order created
Replacement requested
Return process initiated
Return process initiated Confirm & Pack
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
Request pickup
Download manifest slip by clicking on
Request pickup tab
Note - This is illustrative not exhaustive
5. How do you get the benefits from replacement?
Improves Seller ratings
No extra commission charges
Preserves sales
6. How to check a replacement order on the seller panel?
To check the replacement order, follow these steps-
Note– Replacement will be approved with in 48 hrs after the order delivered.
Click on Returns tab Click on Returns after delivery tab
7. How to check a replacement order on the seller panel?
Click on the Approved tab
8. How to process a replacement order on the seller panel?
Note– Keep your inventory updated to ensure a smooth order processing.
Click on the Orders tab
The replacement order is in the Confirm & Pack tab. Process this
order through forward order processing steps
A new forward order ID will be generated against the previous order. Steps to process replacement orders -
9. How to process a replacement order on the seller panel?
Click on the Pack tab Click on the confirm button
10. How to process a replacement order on the seller panel?
Enter the IMEI/serial number Click on the Done button
The packing slip will be downloaded
If it is an electronic product, you have to enter its IMEI/serial number
Note– This pop-up will appear only if it is an electronic product.
11. How to process a replacement order on the seller panel?
Click on the Request Pickup tab Click on Download Slip to Request Pickup to download the
manifest
Note– For Paytm Mall courier partner fulfilled sellers - orders will be dispatched and delivered from the assigned courier company to the buyer.
For Self shipping - seller have to mark the status as Mark Shipped after shipping their orders from courier .
12. When will you get the payout of your replaced order?
Case 1 – When a replacement is requested before the release of payout
Your Payout will be on hold until the
replaced order is not delivered
The Replacement order appears as a
new order in the Orders Tab, process the
order within 48 hours
Replaced order is shipped and
delivered to the buyer
Buyer requested replacement before
the release of payout
Payout initiated once the
replaced order is delivered
13. When will you get the payout of your replaced order?
Case 2 – If the buyer requests for a replacement after the payout is released to you
The Replacement order appears as a new
order in the Orders Tab, process the order
within 48 hours
The Replaced order is shipped
and delivered to the buyer
Buyer requested replacement after
48 hours of the product being
delivered
Payout initiated once the
replaced order is delivered
Payout released in your account The Released payout will be
deducted from the nearest
payout cycle
14. How to calculate the payout of your replaced order?
Let’s take an example of a product with having the selling price: Rs. 1000
Selling Price 1000
(-) Marketplace commission (12.43%) + GST 146.67
(-) Payment gateway fee (2.7%) + GST 31.86
(-) Logistics charges (500 gm) (Local) + GST 70.8
(-) TCS (1% on Base price) 7.51
Expected Payout 743.15
(-) Return logistics + GST (500 gm) 88.5
Subtotal 654.65
(-)Forward Logistics Charges (Replacement) + GST 70.8
Final Payout Rs.583.85
Note– The numbers are illustrative. Commissions and logistics vary across categories and zones respectively.
15. How to raise a query from the Support Tab?
For any query related to replacements, raise a query from the Support Tab -
Click on the Support tab
16. How to raise a query from the Support Tab?
Click on the Returns tab
Select the Returns Tab under How can we help you -
17. How to raise a query from the Support Tab?
Click on Issue with returned order Click on Raise Return Dispute
If you want to raise a dispute, click on Raise Return Dispute in the Sub-categories -
18. How to raise a query from the Support Tab?
Fill all the mandatory details
19. How to raise a query from the Support Tab?
Click on Submit Ticket
