Paytm requests sellers to adhere to assurance guidelines to simplify the claims process

Rebecca Menezes | Aug 28, 2020


In September, Paytm made online sellers aware of ecommerce malpractices they need to avoid at all costs. This time, the etailer has asked vendors to follow through on some more guidelines. Through an email to its sellers the marketplace spelled out rules sellers need to abide in order to make claims.

The email stated that Paytm Seller Assurance was launched mainly to protect seller success. This facility from Patym is also meant to simplify the returns process from the sellers’ perspective making things hassle-free. But to ensure this, the online marketplace requested sellers to follow these guidelines:

1.Raising requests about – Damaged products, Empty boxes, Wrong products, Non-functional or Duplicate products

Sellers must raise requests within 48 hours from the date on which the returned product is received. For other questions, a request can be made within a 10-day time frame from the return delivered date.

2.Before filing POD

Necessary steps must be taken to check the warehouse for returned goods before a POD (proof of delivery) request is filed.

3.Item handover

Sellers may be requested to hand over the item which has been settled for full merchant receivables, i.e. the amount to be received in normal scale. Paytm will release payable amounts only once it acknowledges the receipt of the given item.

4.Non-receipt of RTO (courier return) orders

Queries about non-receipt of RTO orders must be raised after TAT is breached. That means within 45 days from the date marked against shipped to seller is marked on the seller panel. If the order is not received within 45 days the seller has only 10 days to raise a claim about the same.

5.Accepting returned orders

At the time of delivery sellers must accept returned shipments. In case the return packaging is unsatisfactory, it should be noted on Proof of Delivery (POD) along with the seller’s signature and company stamp

6.Signed undertaking

If the seller receives empty boxes or wrong shipment cases, he must download an undertaking template from Paytm and sign it.

7.Empty boxes

Strict penal/ legal action will be taken against a seller who raises a wrong request for empty box cases.

8.Orders canceled before being marked shipped

In case as a seller hands over the ordered product the courier and the order is cancelled before being marked shipped then a query must be raised after 7 days from the date of order cancellation and a copy of the signed manifest should be submitted too. This kind of query must be raised within 30 days from cancellation.

9.Submit one order item ID

Any claim support ticket should comprise of only one order item ID. If Paytm Seller Assurance claim tickets include more than one order item ID, it will be rejected.

10.Non-receipt of DTO (customer return) orders

In the event of non-receipt of DTO customer return orders, a query must be raised after TAT is breached. This means 30 days from the date of being marked return picked on the seller panel. Sellers have only 10 days to raise a claim in this respect.

11.Return shipment rejected by seller

If the seller rejects the return shipment twice, Paytm is not liable to pay against that shipment and maintains the right to liquidate the shipment.

12.Request support through Support Tab only

Should the need to raise claims, request support or raise tickets, this should be done through the Support tab only. Any claims via emails or other means will not be valid.

13.Suspicious, damaged or tampered packaging

The courier person must be asked to open the package and make note on POD in case it is found damaged, looks suspicious or is tampered with. Queries about this will not be considered if there is no remark from the courier person about the questionable packaging.

14.Incorrect claims

All claims filed are legally binding agreements. Raising incorrect claim requests will attract penal action.

15.Physical verification

Disputed products must be kept in the warehouse for 30 days from the date on which the claim was raised. This is for the purpose of physical verification.

16.Images of product

Sellers must provide 360-degree high-resolution images that clearly show the affected parts of the damaged, partially returned or heavily used.

17. Paytm reserves the right to disqualify Paytm Seller Assurance claims

Paytm can disqualify claims when:

– There are no adequate supporting proofs or documents

– The seller refused to accept returned products

– Claims raised beyond timelines shared

–  The seller has not followed packaging guidelines

– Orders are processed through Paytm RPC and found to be of different condition compared to the claims in the ticket

The etailer informs sellers that it will cover claims against unwanted losses. But these claims should only be genuine ones. Should a claim made be false, the seller may be permanently barred from the platform.

What do you think about these guidelines by Paytm? Let us know in the comments below.

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Rebecca Menezes

Rebecca Menezes

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