This document discusses Paytm Mall's Seller Assurance Program (PSA), which protects sellers from losses due to product returns. It outlines the process for filing PSA claims, including the types of return issues that can be claimed, required documentation, and timelines for raising queries. Sellers can file PSA claims for issues like damaged, missing, or wrong products within 48 hours of a return. The document provides step-by-step instructions for accessing and filling out the PSA claim form on the seller panel. It also lists the typical timelines Paytm Mall uses to address different return issues.

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. What is Paytm Mall Seller Assurance?
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
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:
DelayedDelivery
• If you do not receive your product within the agreed delivery time committed by Paytm Mall
DamagedProduct
• If you receive a partially/completely damaged product that you cannot sell anymore
MissingItems • If you receive the returned shipment with a missing accessory/freebie
WrongProductor EmptyBox • 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.
DamagedProduct • Images and a video capturing all sides of the product (a 360 degree view is preferable)
UsedProduct/ TamperedLabel • Images and a video capturing all sides of the product (a 360 degree view is preferable)
EmptyBox • Remarks on POD, images and a video capturing all sides of the product (a 360 degree view is preferable)

5. How can I raise a PSA claim on the seller panel?
To raise a claim against disputed items, follow these steps -
Click on the Support tab

6. How can I raise a PSA claim on the seller panel?
Click on DealOrderstab

7. How can I raise a PSA claim on the seller panel?
Click on the Returns tab

8. How can I raise a PSA claim on the seller panel?
Click on Issue withreturnedorder Click on RaiseReturnDispute

9. How can I raise a PSA claim on the seller panel?
Click here to read more about the PSA policy
You will now need to fill the Ticket Submission Form with the relevant details about your disputed item
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 and videos for faster claims resolutions

10. How can I raise a PSA claim on the seller panel?
• After filling the complete form, you will need to uploadthe images and videos of the disputed product
• Once submitted, our team will review your claim and process it if all terms and conditionsare met
Fill the required details

11. How can I raise a PSA claim on the seller panel?
Upload the attachments and click on SubmitTicket

12. What are the TATs for raising a query ticket for returns?
Typeof Issue TAT
Product/ Payment not Received 7 Days
Brand Box/ Original Packaging Damaged 7 Days
Short product/ Accessory/ Freebie missing 7 Days
Partial/ Incomplete received in Combo set 7 Days
Used product/ Returned after installation 7 Days
Minor Defective product 7 Days
Fully Non-functional/ Dead product 7 Days
Fully Damaged/ Partially Damaged/ Torn product 2 Days
Empty Box/ Stone received 2 Days
Wrong/ Duplicate Product 2 Days
Seal Open Only 7 Days
Note:You can raise ticket for a Return before delivery POD (proof of delivery) within 7 days from the date of Return before delivery marked. Ticket raised beyond7 days from the date will not be
entertained. To know more about PSA guidelines click here.

13. Thankseveryone!
For any query, please raise a ticket using the Seller Helpdesk tab on your seller panel.