Managing returns
- 1. Managing returns In this module we will discuss :- 1. What are Returns and its types? 2. What are the reasons for returns? 3. How can you manage returns?
- 2. What are returns? • When a customer cancels the order and sends it back to you, it is termed as a return • There are two types of returns, depending upon the time of returns request Return before delivery • Order cancellation before delivery to customer Return after delivery • Order cancellation after delivery Customer places order Seller accepts order Order details sent to Courier partner for pickup Delivery partner shipped Customer receives order
- 3. How you will check the process stages of Return after delivery? Notified on your e- mail Notification to you3. Return approved from Paytm Mall (Visible on seller panel) Request approved2. Customer places return of your order (Visible on seller panel) Return requested1. Return delivered to seller (Visible on seller panel) Seller receives return6. Products are shipped (Visible on seller panel) Return picked up5. Courier assigned for return pickup Courier assigned4.
- 4. Following are some commonly found reasons why customers request a return Damaged Product What are the reasons for returns? Note – This is illustrative not exhaustive Wrong Product Partial Product Freebies Missing
- 5. Reverse Logistics Charges Weight Local Zonal National First 500grams Rs 43.75 Rs 56.25 Rs 75 Additional 500grams Rs 31.25 Rs43.75 Rs 68.75 Surface Upto first 3 kgs Rs 112.5 Rs 125 Rs 150 Additional kg 3-10 kg Rs 22.5 Rs 25 Rs 31.25 Additional kg 10-30 kgs Rs 18.75 Rs 22.5 Rs 28.75 Additional kg 30 – 60 kg Rs 12.5 Rs 15 Rs 25 Additional kg >60 kg Rs 10 Rs 12.5 Rs 18.75 These charges will be charged to you if you have sent any wrong, damaged product.. How reverse logistics are charged if you are Paytm Mall courier partner fulfilled seller? Note – For Return before delivery, you do not have to pay any logistics charges.
- 6. Four easy steps to reduce returns in processing orders- Detailed description of products will reduce return percentage Process your Order with in time to avoid cancellation Pack your Order by following packaging guidelines Acknowledge your order with in 24 hours Tip- You can avail the services of an FC on your own from Seller Panel, this service is fulfilled by Paytm Mall In catalogue filling, put detailed and proper description of product which reduces return percentage
- 7. Fulfillment centre is a store /warehouse approved by Paytm Mall where you can keep stock of your products so that they can be processed in time. It will help you in the following ways- Improves Seller ratings Reduces risk of returns Processes order in time Reduces Operational expenses What is a fulfillment centre?
- 8. A Return Processing Centre is a physical hub where the orders returned by the customer is brought for quality check before it is dispatched to you, some benefits of RPC are- No hassles of managing/disposing bad inventory Protection from extremely bad returns No ticket creation/follow-up for payment against extremely bad returns What is a return processing center (RPC)? Note - An RPC will be assigned to you on behalf of Paytm Mall, you can not able to avail this service on your own
- 9. Thanks everyone! For any query please raise a ticket on support