Paytm Ecommerce is committed to protecting your success as an online seller. PSA or the Paytm Ecommerce Seller Assurance enables you to do business seamlessly, without having to worry about unwanted events of a partial/fully damaged product, loss of shipment, or even a missing or wrong product in return shipments that are delivered to you.

With Paytm Ecommerce Seller Assurance, you get:

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Protection against in-transit loss/damage
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Protection against fraud
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No operational hassles

What is covered under Paytm Ecommerce Seller Assurance?

You can file a claim under Paytm Ecommerce Seller Assurance for cases such as:

  • If you receive a partially / completely damaged product which is not sellable
  • If you receive the return shipment with a missing accessory/freebie
  • If you receive a wrong/empty box in delivery
  • If your product is lost

How can you claim for Paytm Ecommerce Seller Assurance?

In any of the above scenario, you can file a seller assurance claim by raising a ticket on the Seller Support tab for the Item ID in question. Please ensure that you provide the supporting documents when filing a Seller Assurance claim support ticket. Only claims raised through the Seller Panel, within the timelines provided herein shall be considered/entertained by Paytm Ecommerce.

What are the supporting documents required for Paytm Ecommerce Seller Assurance Claims?

The following documents are required to support your claim. On a case by case basis, Paytm Ecommerce can ask for other relevant documents to substantiate the claim:

  • Images of all 6 sides of return product
  • Polybag serial number mentioned on the package
  • Image of packaging slip
  • 360° video for products having the serial number, IMEI number or any unique identifying number

Paytm Ecommerce Seller Assurance terms & Conditions for Claims:

  1. In case of non-receipt of RTO (Return before delivery), the query should be raised after the timeline to return deliver is breached i.e. 50 days from the date of being marked as ‘Shipped’ on Seller Panel. If the shipment is not received within 50 days from the date of being marked as ‘Shipped’ on Seller Panel, the seller should raise the claim within the next 10 days. If the Order/Item IDs or shipments fall in RTO delivered, then (clause III) would not be applicable.
  2. In case of non-receipt of DTO (Return after delivery), the query should be raised after the timeline to return deliver the product is breached i.e. 50 days from the date of being marked as ‘Return Picked’ on the Seller Panel. If the shipment is not received within 50 days from the date of being marked as ‘Return Picked’ on the Seller Panel, the seller should raise the claim within the next 10 days. If the Order/Item IDs or shipments fall in Returned delivered, then (clause III) would not be applicable.
  3. For raising requests against cases where product is marked Returned, returned delivered/RTO delivered on the seller panel but has not been received by the seller, the seller is required to raise a request within 10 days from Return Delivered/RTO Delivered date/Returned date. Claims raised beyond timelines will not be entertained.
  4. For raising requests regarding Damaged Product/Partial Damaged Product/ Empty Box/ Wrong Product, the seller is required to raise a request within 48 hours from the Return Delivered/RTO Delivered date. In case of any other queries, the request has to be raised within 10 days from the Return Delivered/RTO Delivered date.
  5. Any issue regarding order cancellation needs to be highlighted within 10 days from the date the order has been marked as cancelled on the Seller Panel. Disputes raised beyond the timeline will not be entertained.
  6. For raising requests against cases where the product is not shipped but is marked as 'RTO Initiated' on the seller panel, a request for Product/Payment should be raised within 10 days from the 'RTO initiated' date mentioned on the Seller Panel.
  7. The seller should check the warehouse for a returned product before filing the POD (Proof of Delivery) request.
  8. The seller needs to raise all claims/Support Request/tickets via the Support Tab only. No Claims will be entertained via e-mail or any other channel.
  9. A claim support ticket should only include one item ID. Any Paytm Ecommerce Seller Assurance claim support ticket that includes more than one item ID will get rejected.
  10. The seller is required to keep the disputed product along with the packaging or packing slip at the warehouse for 30 days from the date of raising the claim. The product may be required for physical verification.
  11. The seller needs to provide a signed undertaking for all Empty Box cases/completely wrong shipment cases. Download Undertaking Template.
  12. The seller needs to provide 360 Degree high-resolution images (all sides of the product along with model no/IMEI No/serial no) clearly showing the affected part for all claims raised.
  13.  If shipment seems wrong/empty/weightless/tampered/damaged/re-tape, kindly mention remarks such as damaged, tampered, weightless on POD (Proof of delivery) along with your signature, stamp of the company, date of receiving, receiver’s name and contact number as these are mandatory. Paytm Ecommerce won’t be able to entertain queries for wrong/empty/weightless/tampered/damaged cases if there are no remarks on the POD.
  14. In case of any suspicion with the returned product, it is advised to make a video of product unpacking. This will help you substantiate your claim and also help in our investigation.
  15. If the Return Shipment is rejected by the seller, Paytm E-commerce will not be liable to pay against that shipment and has the right to liquidate the shipment.
  16. The Seller might be required to hand over the item which has been settled for full Seller receivables (i.e. the amount to be received in normal sale). The payable amount will only be released after Paytm Ecommerce acknowledges the receipt of the item. Paytm E-commerce may at its sole discretion, liquidate the item itself or through its partners.
  17. The Reverse Logistics Charges shall be 1.25 times the Forward Logistics Charges. The Reverse Logistics Charges shall be levied on the Seller in the cases where the cause of the return/exchange of the Product is attributable to the Seller.
  18. A claim filed by the seller is a legally binding agreement that the information supplied by the seller is correct. Penal action will be taken if it is found that the seller has been raising incorrect claim requests.
  19. For empty box cases, if a wrong request is raised, it invites strict penal/legal action.
  20. All sellers raising a Paytm Ecommerce Seller Assurance support request agree that the information given by them is true and any misstatement or misrepresentation or suppression of facts in connection with the claim may entail legal action against them at their own cost and consequences.
  21. For any issue/complaint regarding Wholesale orders, the seller is required to raise a request within 3 days from the Return Delivered/RTO Delivered date.
  22. Paytm Ecommerce reserves the right to disqualify a Paytm Ecommerce Seller Assurance claim if it is found to be:
  • Without adequate supporting documents/ proofs
  • Raised beyond timelines shared above
  • Processed through our RPC and found to be of different condition as reported in the ticket
  • If found that Seller has not followed the packaging guidelines while fulfilling the order
  • The order was attempted for delivery but Seller has refused to accept the return
  1. Notwithstanding anything to the contrary, in case of return of Product owing to either non-delivery of the Product or to a return/exchange request by the Customer, on a monthly basis, Paytm E-commerce shall approve validated Claims only upto a ‘Reimbursable Return Percentage’. The ‘Reimbursable Return Percentage’ shall mean the maximum percentage of validated claims which may be approved by Paytm Ecommerce for reimbursement to the Seller as per the sole discretion of Paytm Ecommerce. It is clarified that, in case the actual validated Claims are less than the Reimbursable Return Percentage, only the actual validated Claims shall be reimbursed.

The Reimbursable Return Percentage for different categories shall be as follows:

Category Sub-Category (L2) Reimbursable Return Percentage
Apparel All 18% of the total returns delivered to the Seller in the applicable month
Consumer Electronics Storage 40% of the total returns delivered to the Seller in the applicable month
Consumer Electronics Others 35% of total returns delivered to the Seller in the applicable month
Fashion Accessories All 18% of total returns delivered to the Seller in the applicable month
Footwear All 8% of total returns delivered to the Seller in the applicable month
General Merchandise All 12% of total returns delivered to the Seller in the applicable month
Groceries All 33% of total returns delivered to the Seller in the applicable month
Home and Kitchen All 11% of total returns delivered to the Seller in the applicable month
Laptops and PC All 25% of total returns delivered to the Seller in the applicable month
Large Appliances and Televisions All 25% of total returns delivered to the Seller in the applicable month
Mobiles All 25% of total returns delivered to the Seller in the applicable month
Small Appliances Other Large Appliances - Geysers, Purifiers etc 30% of total returns delivered to the Seller in the applicable month
Small Appliances Others 33% of total returns delivered to the Seller in the applicable month

Disclaimer: Paytm Ecommerce Seller Assurance claims are a provision to the seller to cover against any unwanted losses. These should only be genuine claims for disputes and damages. A claim if found to be false will be taken against the seller and may result in permanently barring the seller from the platform.