Replacement modules

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. 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
What are Replacements?
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
Note – A Replacement is allowed only once per order.
ProcessDefinition

3. Following are some of the reasons due to which a buyer may ask for the replacement of a product -
What are the reasons for replacements?
Defective Product Partial Product Packaging Issues Freebies Missing
Note - This is illustrative not exhaustive

4. How does replacement work?
Note - This is illustrative not exhaustive
• 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

5. How do you get the benefits from replacement?
Improves Seller ratings
No extra commission charges
Preserves sales

6. Click on Returns tab
To check the replacement order, follow these steps-
1
Click on returns after delivery
tab
2
Note– Replacement will be approved with in 48 hrs after the order delivered.
1
2
How to check a replacement order on the seller panel?

7. Click on the Approved tab3
3
How to check a replacement order on the seller panel?
Note– Replacement will be approved with in 48 hrs after the order delivered.

8. Click on the Orders tab
A new forward order ID will be generated against the previous order. Steps to process replacement orders -
1
Note – Keep your inventory updated to ensure a smooth order processing.
The replacement order is in the
Confirm & Pack tab. Process this
order through forward order
processing steps
2
1
2
How to process a replacement order on the seller panel?

9. Click on the Pack tab3
3
How to process a replacement order on the seller panel?

10. Click on the Confirm button4
4
How to process a replacement order on the seller panel?

11. Enter the IMEI/serial number5
Note– This pop-up will appear only if it is an electronic product
6
Click on the Done button
The packing slip will be
downloaded
6
5
If it is an electronic product, you have to enter its IMEI/serial number
How to process a replacement order on the seller panel?

12. Click on the Request Pickup tab7
Select the Returns Tab under How can we help you -
8
8 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. Self-shipping seller have to mark the status as Mark Shipped after shipping
their orders from courier
7
How to process a replacement order on the seller panel?

13. Case 1 – When a replacement is requested before the release of payout
When will you get the payout of your replaced order?
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

14. Case 2 – If the buyer requests for a replacement after the payout is released to you
When will you get the payout of your replaced order?
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

15. Let’s take an example of a product with having the selling price: Rs. 1000
How to calculate the payout of your replaced order?
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.

16. Click on the Support Tab
For any query related to replacements, raise a query from the Support Tab -
How to raise a query from the Support Tab?
1
1

17. Click on the Returns Tab2
Select the Returns Tab under How can we help you -
2
How to raise a query from the Support Tab?

18. Click on Issue with Returned Order3
4
3
4 Click on Raise Return Dispute
How to raise a query from the Support Tab?
If you want to raise a dispute, click on Raise Return Dispute in the Sub-categories -

19. Fill all the mandatory details
and then click on the Submit
Tab
How to raise a query from the Support Tab?
5
5b 5a

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