FAQs

Getting started – pre-onboarding
Anyone selling new and genuine products is welcome. To start selling, you need to have the
following:
· PAN Card
· GST/GSTTIN Number (not mandatory for tax exempted categories)
· Bank account and supporting KYC documents (ID Proof, Company Address proof, Warehouse
Address proof and Cancelled cheque)
· Brand Authorization Letter/Trademark Certificate
· Register yourself at seller.paytm.com & submit the required documents. To manage your business
smoothly you will be trained on using the Seller panel.
· List your products under specific product categories & go live
· Manage orders (Receive orders, pack the product and Request for Pickup. Our courier partner will
pick up the product and deliver it to the customer)
· Once an order is successfully delivered to the customer, Paytm Mall will settle your payment within
5-7 business days.
You are required to have the following documents:
· PAN Card
· GST/GSTTIN Number (not mandatory for tax exempted categories)
· Bank account and supporting KYC documents (ID Proof, Company Address proof, Warehouse
Address proof and Cancelled cheque)
· Brand Authorization Letter/Trademark Certificate
If you have a PAN card, you can register as a seller, but you will only be eligible to sell tax exempted
categories. Selling any other products will require a GSTTIN number.
Listing of products on Paytmmall.com is absolutely free. Paytm Mall does not charge anything for listing
your catalogue online. You only pay a small commission for what you sell.
Onboarding
You are required to have the following documents:
· PAN Card
· GST/GSTTIN Number (not mandatory for tax exempted categories)
· Bank account and supporting KYC documents (ID Proof, Company Address proof, Warehous Address proof and Cancelled cheque)
· Brand authorization certificate/trademark certificate
Document verification takes up-to 24 hours, if you submit your documents after office hours your documents will be verified by next working day. If its status is still pending then please raise a ticket via Seller Support tab.
For a detailed Guide click here
You need to re-submit the correct documents via the Seller Panel. See how:
1. Log-in to Seller Panel
2. Move your cursor to the right side of the screen over your seller log-in name
3. Click on Profile and upload the missing/ corrected documents
After all the required documents have been verified and your seller profile is complete, you can upload your catalogue on the Seller Panel and start selling.
To view you MID follow these steps-
· Login in to seller.paytm.com
· Keep your cursor on your e-mail id and click on ‘Profile’
· Your MID will be right there under Basic Details
Seller Panel
There could be several reasons for it. Here’s a quick checklist:
⋅ You forgot your username and/or password
⋅ You are yet to receive a registration confirmation on your registered email ID
⋅ Your account could have been frozen due to some unusual activity
It is very easy to use Paytm Mall Seller panel; we have a training link for the same. Please click here for Seller Panel Training
To check your account details on seller Panel follow these steps:
⋅ Login Seller panel
⋅ Keep your cursor on your email id
⋅ Click on Profile from the drop down

For more information click here

⋅You have to request for these changes via Seller Support tab in the Seller Panel. The
Paytm Mall team will verify these details and update it in the system.

Some examples are-

⋅ To change the Store name: Share the new store name and scanned copy of GSTIN number via Seller support tab then our team will verify it and update in the system.
⋅ Change in Company Address: Share the scanned copy of the following documents via Seller support tab. Our team will update it for you:

⋅ Copy of address proof
⋅ GSTIN
⋅ Broadband Bill
⋅ Postpaid phone bill
⋅ Rent Agreement
⋅ Electricity Bill

In Dashboard, you can check following details:
· Seller Ratings
· Total Sales
· Cancellations & returns
· Shipment SLA Breaches
· Payments released
· Top selling products

For more information click here

Cataloguing
There are 2 ways to create a Catalogue for bulk products:
Seller Support: To create bulk products via Seller Support, please follow these simple steps

⋅ Go to Seller Support
⋅ Download template sheet
⋅ Fill and upload the sheet

For a detailed Guide click here

DIY: To create bulk products via DIY, follow the steps given below:

⋅ Login to Seller Panel
⋅ Click on Catalogue
⋅ Click on ‘Add New Product’
⋅ Fill all required details and upload the images
⋅ Click on submit & exit

For a detailed Guide click here

You can add as many as you want.
You have to raise a ticket for making changes in catalog sheet. Follow these simple steps:
1. Click on seller support tab
2. Click on Catalogue
3. Click on make changes in catalogue
4. Select the desired change
5. Fill the details and submit the ticket

You can also make changes by Do It Yourself feature. Please refer guides for the following:

To add new size or variant in your existing product, follow these steps:
⋅ Login to Seller Panel
⋅ Click on Catalogue
⋅ Click on ‘Add New Product’
⋅ Fill all required details
⋅ Click on submit & exit

For a detailed Guide click here

There are three ways to upload a catalogue

  1. Tagging (Click here for a detailed guide)
  2. Add new product (Click here for a detailed guide)
  3. Via Seller Support (Click here for a detailed guide)
Order processing
When you have received an order then you have to follow these steps-

  • Go to Orders Tab
  • Confirm & Pack the order
  • Request for pickup
  • Handover the shipment to courier partner

For detailed guide click here

You can see your orders in the Orders Tab.
To process the orders in bulk follow these steps-

  • Go to Orders Tab
  • Confirm & Pack the order
  • Request for pickup
  • Handover the shipment to courier partner

For detailed guide click here

If you will generate manifest of the orders till 10:00 am then the pickup will be done on the same day, after 10:00 am pickup will be done on the next day till 8pm.
Check their item id, if they are different then it is not a duplicate order. This is a multiple order which has been ordered by the same customer.
Logistics
If you have generated the manifest of the orders till 10:00 am then the pickup will be done on the same day, and if you have generated the manifest after 10:00 am then pickup will be done on the next day till 8pm.
As our courier partners have been assigned to shipment according to product weight. There could be wrong mapping of your heavy product in light weight category. Please update correct weight and dimension of the product in your catalogue on our seller panel.
OR
Raise a ticket via Seller Support on seller panel to get pickup of your current shipment.
It will be updated within 24 to 48 hours after cross verification.
You can order packaging material from Paytmmall.com
Or
You can click here to order packaging material
Packing Material will be delivered in 7 to 10 working days from the date of order . You are advised to order packaging material in advance.
Returns
After the customer generates request for Return, it comes to Paytm Mall. Paytm Mall approves it if it has a valid reason. To check the status of your returns after delivery follow these steps

  1. Click on Returns tab
  2. Click on Returns After Delivery tab.
  3. Apply the search filter (Order id, Product id, Item id, Tracking number, Shipper, Warehouse and Status)

For detailed guide click here

You need to raise a ticket within 2 days. To raise a ticket follow these steps-
Steps:
1. Click on Seller Support tab
2. Go to Returns
3. Raise return dispute
4. Fill in the required details
5. Select your issue from the dropdown of Types of issues
6. Click on Submit ticket
The timelines for raising a ticket for return order are-

Return after delivery – 48 Hours
Return before delivery – 48 Hours

For more information click here

1. Click on Seller Support tab
2. Go to Returns
3. Raise return dispute
4. Fill in the required details
5. Select your issue from the dropdown of Types of issues
6. Click on Submit ticket
Returns payments are done every Tuesday and Thursday.
Cancellations
You can cancel the order by yourself. To cancel the order please follow these steps:

  • Go to Orders tab
  • Pending action
  • Confirm & Pack
  • Click on cancel item from the dropdown

For detailed guide click here

[Note: You will be penalized a cancellation fee. Below mentioned charges would be applicable:
If, Pre SLA cancellation: (50% Marketplace Commission + 18% GST+ 2.7% PG fee)
If, Post SLA cancellation: (100% Marketplace Commission + 18% GST + 2.7% PG fee)]

When a product is cancelled by you or the customer then you can check those orders in orders tab.

To check cancelled orders follow these steps-

  • Go to Orders tab
  • Cancelled tab
If any order gets cancelled by you at any stage, below mentioned formula will be used to charge the penalty.

Pre SLA Merchant Cancellation= 50% Marketplace Commission + GST (18%) + PG fee (2.7%)
Post SLA Merchant Cancellation= 100% Marketplace Commission + GST (18%) + PG fee (2.7%)

No, you will not be penalized for these orders.
To check you cancelled orders follow these steps-

  • Go to Orders tab
  • Cancelled tab

Here you can check the status of the order.
If the status is ‘Merchant Cancelled’, it means that it is cancelled by you
If the status is ‘Cancelled’, it means that it is cancelled by Customer

Payouts
Once your product is marked as delivered on the seller panel you will receive the payment within 7 – 10 working days.
You can check your expected payout along with the deductions by following these steps –
1. Click on Payments tab
2. Click on Orderwise tab
3. Click on More details to view payout with respect to the order

For a detailed guide click here

There could be certain reasons –

  • Amount recovered- Penalty or outstanding amount recovered
  • Bank details are not updated- If your bank details are not updated, payment goes on hold.
  • Fraud done- If you are indulged in fraudulent activities, your payment is put on hold
  • Commission failure- If the commission is not set for the product (It can be pending from your end or Category manager’s end), payout goes on hold.
  • Negative payout- Deductions are higher than the selling price of the product.
Payment for each order will be transferred to you from two different accounts of the bank depending upon the customer’s mode of payment.

Customer’s mode of payments

  1. Paytm Payment Gateway
  2.  Cash on Delivery
The final payout is made after the deductions of various commissions & fee from the selling price.
Types of deductions are-

  1. Marketplace commission fee
  2. Payment Gateway fee
  3. Logistics charges
  4. GST
  5. Additional minor deductions/penalty

For a detailed guide click here

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