1.1   What is RPC?

As per the new Paytm policy, items that are returned by the customer will be sent to Paytm Mall’s Returns Processing Center (RPC).

A Returns Processing Center is a physical hub where the merchandise returned by the customer is brought for a quality check before it is dispatched further to the seller. Currently, we have RPCs operating in the cities of Delhi and Kolkata.

The products will be quality checked against the customer’s complaint and if the customer’s complaint is validated, the product will be sent back to the seller and debit would be marked to the seller’s account.

If Paytm Mall feels that the products received at the RPC are not in a condition to be sent back to the seller, the product will not be sent back to the seller and NO debit will be marked to the seller’s account.

Paytm Mall’s decision, in either case, shall be treated as final.

1.2 How do I know if my shipment will go to the RPC?

It is Paytm Mall’s prerogative to decide which shipments will go through the RPC. If your shipment is assigned to the RPC, you will get the following content in your email with ‘Yes’ mentioned under the ‘RPC Assigned’ column:

This is to inform you that as per our logistics partner’s report, the following items have been picked from the customer for return. Please find below summary of the picked items.

REVERSE COURIER AWB NO ORDER NO ITEM ID ITEM NAME QUANTITY PICKED DATE RPC ASSIGNED

If ‘No’ is mentioned under the ‘RPC Assigned’ column, then that particular shipment will not go through the RPC. Such shipments will be sent directly to the seller’s address.

A ‘RPC Assigned’ flag will also be visible to the seller on the seller panel if the shipment is assigned to the RPC.

1.3   How much time will be taken by the RPC for QC?

At RPC, every item will be quality checked thoroughly to validate customer complaint. The RPC will take a maximum of 72 hours to process the shipments.

1.4   What if my item is ‘QC failed’ at RPC?

‘QC failed or QC rejected’ implies that Paytm felt that the product was not in a condition to be sent back to the seller.

If the item is QC failed at RPC, we will not send the item back to the seller and the item will be liquidated from the RPC. The status of such items will be shown as ‘Liquidated’ in the ‘Returns’ tab of Seller panel. No debit will be marked to the seller in such cases.

The following communication shall go to the seller in this case:

“We have found that the following product that was returned by the customer, was not in a condition to be sent back to you and hence is being retained by Paytm Mall. No debit will be marked to your account for this product.

Order No Item Id Name Rejection  Date
xxxx xxxx Sample Product xxxx

1.5   What if my item is ‘QC passed’ at RPC?

‘QC passed or QC accepted’ implies that the customer’s complaint was genuine. Such shipments will be sent back to the seller. Shipping details of such shipments will be communicated to the seller once the shipments are dispatched from the RPC.

A debit will be marked to the seller’s account in such cases once the shipment is delivered.

The following communication shall go to the seller in this case:“

The following items returned by the customer have been quality checked at RPC. We have found that the customer’s complaint was valid and hence the product is being sent back to you.

COURIER

PARTNER

AWB NO ORDER NO ITEM ID ITEM NAME QUANTITY SHIPPED DATE
XXXX XXXXX XXXX XXXX XXXX XXXX XXXX

1.6   What if I want my shipment to be assigned to an RPC?

The prerogative of mapping a seller to the RPC/sending a shipment to the RPC shall lie with Paytm Mall. A seller can raise a request to process his/her shipments through the RPC via the Support section located on the top right corner of the Paytm Mall Seller Panel but Paytm Mall’s decision in this regard shall be final.

1.7   When will I receive my product if it is QC passed?

Once the Item has passed the quality check and has been shipped from RPC, the seller will get a notification about the shipments dispatched through an email. However, the maximum time duration for receiving the product at the warehouse will be 50 days from the time of reverse pick up from the customer.

Related Links:
  1. Managing Returns
  2. Tracking Returns
  3. Return processing centers
  4. Return Policies
  5. Replacement Modules
  6. Paytm Mall Seller Assurance Program