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/GSTIN 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/GSTIN 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 in tax exempted categories. Selling any other products will require a GSTIN 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/GSTIN 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 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. Login to the Seller Panel
2. Move your cursor to the right side of the screen over your seller login 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 in the Seller Panel and start selling.
To view your MID, follow these steps-
· Login to the 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
Paytm Mall Seller panel is very easy to use and we have a training link for the same. Please check our Seller Panel Training Guides
To check your account details in the seller Panel follow these steps:
⋅ Login to the 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 the 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 tab
⋅ 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 the 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 the catalogue 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 the 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 12:00 pm then the pickup will be done on the same day, after 12:00 pm 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 12:00 pm then the pickup will be done on the same day, and if you have generated the manifest after 12:00 pm then pickup will be done on the next day till 8 pm.
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 tab in the 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
Click here to order Paytm Mall packaging material
Packing Material will be delivered by 7 to 10 working days from the date of order being placed. You are advised to order packaging material in advance.
Returns

After the customer generates request for Return, it comes to the 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
  • Confirm & Pack
  • Click on Reject item

For detailed guide click here

[Note: If orders are cancelled due to a seller-related issue then you will be penalized a cancellation fee. Click here to see the penalty structure for cancellations.]

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
  • Hover on More
  • Click on Cancelled tab
If any order gets cancelled by you at any stage, then you will be penalized for the same. Click here to know penalty charges.
No, you will not be penalized for these orders.

To check cancelled orders follow these steps-

  • Go to Orders tab
  • Hover on More
  • Click on 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 in the seller panel, payment will be initiated on next day [during bank working hours] from the date of delivery of the product.
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

GST
GST refers to the tax levied on most goods and services sold for domestic consumption. Consumers pay the GST but it is remitted to the government by a business selling goods/services. All these businesses are assigned a unique good and service. The identification number is popularly known as GSTIN. GSTIN can be obtained by registering on GST online portal or with the help of GST Seva Kendras set up by the government of India. GSTIN is mandatory to sell any goods/service online.

A return is a document containing details of income, which a taxpayer is required to file with the tax administrative authorities. Tax authorities to calculate tax liability use this.
Under GST, a registered seller has to file GST returns that include:

  • Purchases
  • Sales
  • Output GST (On sales)
  • Input tax credit (GST paid on purchases)

*To file GST returns, GST compliant sales, and purchase, invoices are required.

It is easy; we have a GST report available in your seller panel. On 7th of every month, your last month’s GST report is uploaded in the Seller Panel.
To download GST report:

*In this file, you can find all your transactions details against each order id.
In the GST report, the transaction for which a customer GSTIN detail is available then that transaction will be considered as a B2B transaction. The transaction for which a customer GSTIN details is not available then that transaction will be considered as a B2C transaction. In the column “AR” of this report, you can check the customer GSTIN details. Know more
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