1. The document discusses how to raise a support ticket and check its status on the seller support tab. It provides step-by-step instructions for raising a ticket and viewing ticket history. 2. It also addresses common FAQs about topics like login issues, updating product details, payment timelines, and how customers can check cashback status. 3. Customers can raise additional queries by starting a new ticket or replying to an existing one, and tickets can be re-opened if the initial resolution was unsatisfactory.

1. Raise a support ticket &
check its status
In this module, we will discuss :-
1. How to raise a ticket using the Support Tab?
2. How can you check ticket history?
3. FAQs

2. Here we have taken an example of the catalogue. To raise a ticket for catalogue, follow these steps -
How to raise a ticket from the Support Tab?
1 Click on the Seller Support tab
1

3. 2 Click on the Listing and
Catalogue tab
2
How to raise a ticket from the Support Tab?

4. These are the sub-categories of the catalogue you can raise a ticket for, according to your query3
3
How to raise a ticket from the Support Tab?

5. If you want to enquire about your catalogue status, click on Catalogue status enquiry4
4
4a
4a Click on the appropriate option here
How to raise a ticket from the Support Tab?

6. 5 Enter all the details
5 6
7
6 Upload the attachment here
7 Click on Submit Ticket
Tip - You can choose the Call Me option to get a call from us
How to raise a ticket from the Support Tab?

7. Note down the ticket number for
your reference
8
8
How to raise a ticket from the Support Tab?

8. 1 Click on the Seller Support tab
1
How to check ticket history?
To check the status of the ticket, follow these steps -

9. How to check ticket history?
2 Click on Check Ticket history
2

10. 3 Enter the Ticket ID and click on
the search icon
3
4
4 Here, you can check the status of
the ticket
5 Click on the Ticket number to
check more details
5
How to check ticket history?

11. How to check ticket history?
You can check the details related to the status of the ticket -

12. Reply to/Add details to existing ticket
6
7
Enter your response6
7 Upload the relevant attachment and click on Submit
If you are asked to provide more details on the issue or want to follow up/add more details , you can
share the same here -

13. Re-opening a solved ticket
89
Enter your response8
9 Upload the relevant attachment and click on Reply and open ticket
If the ticket is marked as ‘solved’ and you are not satisfied with the resolution, you can re-open the ticket by
following these steps -

14. There are four types of statuses -
In progress
Pending with you
Solved
Disposition
We have received your query and we are working on it
The ticket is pending as we require a few more documents/details from your end in
order to resolve your query
The resolution of the ticket has been provided to you
The tickets will be on disposition in case you had requested a call. However, due to
some reason the same could not be connected
Understanding various ticket resolution statuses

15. FAQs

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

17. Want to change the email ID/ Contact number or Store details…
It can be done by contacting our seller support team. 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?
The payment will be released the next day from the date of the delivery of the product. The payment is
transferred every day except for bank holidays and is processed only during the banking hours.
FAQs

18. To check the details of the cashback offered, follow these steps -
1
2
1 Open the Paytm Mall app and tap
on ‘Profile’
2 Tap on the My Passbook
tab
How can a customer check his/her cashback on the
Paytm Mall app?

19. 3
4
5
3 Tap on the respective cashback
received during the transaction
4 Here, you can check the
cashback amount and other
details of the order
5 Tap on ‘Need help’ to raise
a query
How can a customer check his/her cashback on the
Paytm Mall app?

20. The details of the cashback are also shared via SMS and mail on your registered mobile number and email ID
respectively
How can a customer check his/her cashback on the
Paytm Mall app?

21. What if the customer enquires about the cashback timelines?
The cashback will be credited into the customer’s Paytm wallet within 72 hrs of your item being marked
shipped/delivered (for prepaid orders only).
If a customer purchases a product on EMI, when will he receive the cashback?
In this case, the 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 date of the delivery of the product.
My cash-back is delayed
After any successful shipment, the cashback takes 72 hours to be credited to a customer’s Paytm wallet. The
cashback can be delayed because of the monthly limit of Rs. 20,000 on the Paytm wallet. In such cases, the
cashback amount will be added to the wallet automatically on the very first day of the next month. Or else, you
can upgrade the wallet.
FAQs

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

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