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Replacement modules

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Replacement modules

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Replacement modules

  1. 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. 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. 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. 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. 5. How do you get the benefits from replacement? Improves Seller ratings No extra commission charges Preserves sales
  6. 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. 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. 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. 9. Click on the Pack tab3 3 How to process a replacement order on the seller panel?
  10. 10. Click on the Confirm button4 4 How to process a replacement order on the seller panel?
  11. 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. 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. 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. 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. 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. 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. 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. 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. 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. 20. Thanks everyone! For any query, please raise a ticket on Support

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