We, at Paytm Mall, expect our sellers to abide by the guidelines, rules, and regulations we have put in place for them and perform as per the set expectations on our platform whilst doing so.

Following are the actions undertaken by us against any seller found to be violating these rules, regulations, and guidelines:

In case of....

  • Partial restriction, you will not be receiving any new orders for any of your products. However, you will still be required to process all your pending orders as per their timelines.
  • Full restriction, you will not be able to login to your seller account.

In order to get your account unfreezed, you will be required to follow the guidelines, share the plan of action or you will be needed to raise a ticket to our Support team by following the ticket-raising path relevant to your case, all of which we have mentioned below. 

  • In case we deem your performance unsatisfactory (in terms of SLA breach, Merchant cancellations, and Return rate) you will be apprised of the same via an email to your registered email ID.
  • You will then be required to share a plan of action as to how you are planning to improve your performance on our platform.
  • You will be able to enjoy unrestricted access to your seller account after 15 days from the date of freezing of your account.

To share the plan of action with us, you first need to download and fill this form. Then, you need to follow these steps to share the plan of action with us:

  • Go to the Support tab
  • Click on My Account
  • Select Performance and Suspension
  • Click on Issue with performance scorecard
  • Fill up the details, upload the action plan, & submit
  • In order to help our seller community during challenging times (like natural calamities, hazards, etc.), we, in some cases, freeze the accounts of the sellers affected by such unforeseen events.
  • This is done to ensure that they do not get any new order until they are ready to resume their business with us.
  • If your seller account was also freezed due to this or because you requested for the same, and you are now ready to resume your online business, you need to raise a ticket using the Support tab in your seller panel.

Here’s how you can do so:

  • Go to the Support tab
  • Click on My Account
  • Select Performance and Suspension
  • Click on Regarding Temporary Account Suspension
  • Fill up the details & submit
  • Paytm Mall courier partner services are mandatory for each and every seller on our platform as per the policy.
  • They enable you to/help you with:
Flat courier charges No hassles while tracking the status of the delivery Large coverage of pincodes Automated and timely payouts

- Automated and timely payouts

- In order to start availing these services, you need to:

  • Go to the Support tab
  • Click on Order processing and handover
  • Click on Opt-in/opt-out of Paytm Mall partner courier services
  • Click on Migrate to Paytm Mall partner courier services
  • Fill up the details and click on Submit

In order to get complete access to your seller account, you need to:

  • Go to the Support tab
  • Click on My account
  • Click on Performance and Suspension
  • Click on Regarding temporary account suspension
  • Fill in the required the details upload the required document, and submit
  • A GSTIN is an alphanumeric 15-digit number issued by the Government to all tax-paying entities. In case you are/will be operating with multiple warehouses located across different states, you will be required to get the GSTIN for every state your warehouses are located in.
  • Provision of updated GSTIN is mandatory for each and every seller on our platform as per the policy.

Points to keep mind while sharing the GSTIN:

  • The status of the GSTIN should be Active
  • Only those GSTINs with taxpayer type 'Regular' will be accepted and any other taxpayer type will be rejected
  • The GSTIN should be of the same state from where you will be operating your warehouse for order management & pickups
  • The PAN mentioned on the GSTIN should match with the one on the submitted PAN card
  • Images of the GSTIN should be clear so that all the relevant details are easily visible

Here’s how you can share the same with us:

  • Go to the Support tab
  • Click on My account Click on Manage your account
  • Click on Error while updating GSTIN
  • Fill in the required details, upload the scanned copy of the GST certificate, and submit

- An Address Proof is a document that facilitates the verification of the details related to your company/warehouse address.

  • Sharing the Warehouse/Company address proof is mandatory for each and every seller on our platform as per the policy.

a. GSTIN
b. Electricity/Telephone bill
c. Certificate of Incorporation
d. Municipal corporation certificate
e. Lease agreement
f. Bank passbook on the company name

If you are a sole-proprietor, any one of the following can be submitted as an address proof:

a. Driving license
b. Voter ID
c. Aadhaar Card

Points to keep in mind while sharing the Warehouse/Company address:

  • If you are a sole-proprietor, your company address proof can be on your name
  • Always submit the latest Electricity bill/Telephone bill for address verification purposes. Any bill older than three (3) months will be rejected
  • The rent agreement submitted for address verification purposes should be valid and must be a scanned copy (all pages) of the original document
  • The Aadhaar Card and the Voter ID Card required to be submitted by you should have images of both the front & the back side of the document(s)
  • In case of rent agreements being submitted as an address proof, a scanned copy of all the pages will be required. A scanned copy of only the front/first page will be rejected
  • Only a scanned copy of an original and relevant document is accepted.
  • Images of photocopies will be rejected
  • Images provided should be clear and all the relevant details must be easily visible

Here’s how you can share the same with us:

  • Go to the Support tab
  • Click on My account
  • Click on Manage your account
  • Click on Modify address
  • Fill in the required details, upload the scanned copy of the valid address proof and submit

- A Permanent Account Number (PAN) is issued by the Income Tax Department under Income Tax Act, 1961. This is a unique 10-digit code imprinted on a laminated plastic card. Individuals, entities, and all those whose income is taxable under the Income Tax Act, 1961, are required to get a PAN Card issued.

- Sharing the Warehouse/Company address proof is mandatory for each and every seller on our platform as per the policy.

- Points to keep in mind while sharing the PAN:

  • For a sole-proprietor, the PAN Card should be on the individual's name
  • For LLP/Pvt. Ltd./Public Ltd. entities, the PAN Card being submitted should be on the company's name
  • If you do not have a PAN Card or have recently applied for the same, share the scanned images once you have the physical copy of the PAN Card available with you. In this case, requests will lead to rejection if you try to submit any of the following documents:
    • Scanned copy of the online or a physical receipt of the PAN application OR
    • Screenshot of the PAN taken from the related website
  • Only a scanned copy of the original PAN Card is to be submitted
  • Images of photocopies of the PAN will not be accepted
  • The images submitted should be clear, with the PAN and other relevant details clearly visible

Here’s how you can share the same with us:

  • Go to the Support tab
  • Click on My account
  • Click on Manage your account
  • Click on Update/modify PAN number
  • Fill in the required details, upload the scanned copy of the valid PAN card and submit
  • To register your banking details with us, you need to share a scanned copy of a cancelled cheque with us.
  • Sharing the Bank details is mandatory for each and every seller on our platform as per the policy.
  • Points to keep in mind while sharing it:
    • For a sole-proprietor, only a scanned copy with the individual's name, IFSC code, and account number clearly printed is acceptable
    • For LLP/Pvt. Ltd./Public Ltd. enterprises, only a scanned copy with the Company's name, IFSC code, and account number clearly printed is acceptable
    • If the company's (or the individual's) name is either handwritten or stamped on the cancelled cheque being submitted, a bank declaration form (on the bank's letterhead with the signature and stamp of the authorized signatory) should be provided
    • If a cancelled cheque is not available, a bank declaration form (on the bank's letterhead with the signature and stamp of the authorized signatory) should be provided
    • Only a scanned copy of the cancelled cheque will be accepted
    • Images of photocopies of the cancelled cheque will be rejected
    • Images submitted should be clear so that all the relevant details are easily visible

Here’s how you can share the same with us:

  • Go to the Support tab
  • Click on My account
  • Click on Manage your account
  • Click on Modify Bank details of Merchant ID
  • Fill in the required details, upload the scanned copy of the cancelled cheque and submit
  • Brand Authorization letter is a document issued by a brand in order to authorize a store/seller to sell its products online. Any store/seller who deals with a brand needs to submit this document.
  • Seller needs to submit a trademark certificate if he/she is the brand owner. It is required to protect a brand’s creative assets like Logo, Slogan, Tag line, etc. to be used by others.It should be on the company name however, in case of a sole proprietorship, it can be on the seller's name
  • Sharing of Brand Authorization letter/Trademark Certificate is mandatory for each and every seller on our platform as per the policy

Click here to know what you need to remember while submitting these documents.

To submit it, you need to:

  • Go to the Support tab
  • Click on Listing and Catalogue
  • Click on Brand related requests/concerns
  • Click on Submit brand approval request
  • Fill in the required details, upload the scanned copy of the Brand Authorization letter/Trademark certificate and submit
  • FSSAI license is issued by the Food Authority of India and is mandatory for all the sellers dealing in FMCG/food products.
  • Click here to know what you need to remember while submitting these documents.

Here’s how you can share it with us:

  • Go to the Support tab
  • Click on Listing and Catalogue
  • Click on Brand related requests/concerns
  • Click on Submission of FSSAI, 25-D (AYUSH) Document
  • This license is issued by the Ministry of AYUSH and is mandatory for all the sellers dealing in Ayurvedic/Herbal products.
  • Click here to know what you need to remember while submitting these documents.

Here’s how you can share it with us:

  • Go to the Support tab
  • Click on Listing and Catalogue
  • Click on Brand related requests/concerns
  • Click on Submission of FSSAI, 25-D (AYUSH) Document
  • Fill in the required details, upload the scanned copy of the Form 25-D (AYUSH) and submit

In order to get complete access to your seller account in case of any of the above scenarios, you need to:

  • Go to the Support tab
  • Click on My account
  • Click on Performance and Suspension
  • Click on Regarding temporary account suspension
  • Fill in the required the details upload the required document, and submit