ReplacementsIn this module we will discuss:

1. What are Replacements?

2. What are the reasons for replacements?

3. How does replacement work?

4. How will you benefit from replacements ?

5. How to process replacements in seller panel?

6. When will you get payout of your replaced order?

7. How to raise a query for replacements?

What are Replacements?

When the delivered product is claimed 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

• Note – Replacement is allowed once per order

1 Replacements

Buyer receives order asks for replacement

Return request approved by

Paytm

You receives 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

Pro

cess

De

fin

itio

n

Following are some of the reasons due to which buyer may ask for replacement of a product-

Note – This is illustrative not exhaustive

2 Reasons of replacement

What are the reasons for replacement?

Partial Product Freebies MissingDefective Product Packaging Issues

3 How does it work

How does replacement work?

• Buyer requests for replacement

• Forward order created

Replacement requested1

Return process initiated

Return process initiated2 Pending Acknowledgement

Process the replacement order as a forward order from Orders tab

3

Courier assigned & order picked up

Replacement order picked up by courier company

5 Replacement delivered

Replacement delivered and payout is initiated at return picked stage

6Shipment created4

Download the packaging slip and manifest

Note– You can cancel your forward order if you don’t have the inventory.

Preserve sales

Improves Seller ratings

No extra commission charges

How do you benefit from replacement?

4 Benefits

Step to process replacement orders -

5 Process cycle

How to process replacements on seller panel?

1 Click on Requested in Returns tab

2 Order is visible with Replacement tag on the right hand side

(1/8)

Note– Replacement will be approved with in 48 hrs after the order delivered

2

1

5 Process cycle

How to process replacements on seller panel?

3 Click on Approved tab to see the details of replaced order

(2/8)

Note– Once replacement is approved, a new order with order ID & return order ID is visible in Orders tab

3

You can view the reason of replacement, Item ID as well as status

5 Process cycle

How to process replacements on seller panel?

4 Replacement order is in Orders tab. Process this order through forward order processing steps

Note– Keep your inventory updated to ensure smooth order processing.

A new forward order ID will be generated against the previous order

4

(3/8)

5 Process cycle

How can you view replacement on seller panel? (4/8)

5 Step 1: Click on Acknowledge , click on OK to confirm the order

5

5 Process cycle

How can you view replacement on seller panel?

6 Click on To Pack in To Ship (All) and download the packing slip

(5/8)

6

5 Process cycle

How to process replacements on seller panel?

7 Click on To Manifest in To Ship(All) and from Download Manifest PDF of Selected Order click on Scan and move to Manifest

(6/8)

7

5 Process cycle

How to process replacements on seller panel? (7/8)

8 Enter the fulfillment ID and click on Create and Download

8

Manifest slip will be downloaded

Note– You can scan the barcode which is on Packaging slip/ fill the fulfillment ID.

5 Process cycle

How to process replacements on seller panel?

9 Click on Manifest Requested in To Ship(All) Order will be shipped

and delivered from the assigned Courier Company

(8/8)

9

Note– For Paytm courier partner fulfilled sellers, Order will be dispatched and delivered from the assigned courier company to the buyer. For Self shipping sellers, you have to mark the status as Mark Shipped after shipping your order from courier

When will you get payout of your replaced order?

Case 1 – When replacement is requested before release of payout

6 A Payout transferPayout process

Buyer requested replacement before release of payout

Payout initiated once replaced order is delivered

Replaced order is shipped and delivered to the buyer

Replacement order appears as new order in Orders Tab, process the order within 48

hours

Your Payout will be on hold until the replaced order is not

delivered

When will you get payout of your replaced order?

Case 2 – If the buyer request for the replacement after the payout is released to you

6 A Payout transferPayout process

Payout initiated once replaced order is delivered

Buyer requested replacement after 48 hours of product

being delivered

Payout released in your account

Replaced order is shipped and delivered to the buyer

Replacement order appears as new order in Orders Tab, process the order within 48

hours

Released payout will be deducted from the nearest

payout cycle

How to calculate payout of your replaced order?Let’s take an example of product with SP: Rs. 1000

Note- The numbers are illustrative, commissions and logistics vary across categories and zones respectively. All charges inclusive of Service tax

Selling Price 1000

(-) Marketplace commission (12.4%) + ST 142.6

(-) Payment gateway fee (2.7%) + ST 31.05

(-) Logistics charges (500 gm) (Local) + ST 40.25

Expected Payout 786

(-) Return logistics + ST (500 gm) 50.3

Subtotal 735.7

(-)Forward Logistics Charges (Replacement) + ST 40.25

Final Payout Rs.695.45

6 A Payout calculationPayout process

Click on Support Tab

For any query related to Replacements, Raise a query from Support Tab -

7 Support tab

How to raise a query from support tab? (1/4)

1

1

Select the Returns Tab under How can we help you -

2

7 Support tab

How to raise a query from support tab? (2/4)

Click on Returns Tab2

If you want to raise a dispute , click on Raise Return Dispute under Sub categories -

7 Support tab

How to raise a query from support tab? (3/4)

Click on Raise Return Dispute

3

3

Write all the details asked below -

7 Support tab

How to raise a query from support tab? (4/4)

4

Write all the mandatory details and then click on Submit Tab

4

Thank you!For any query please raise a ticket on support