Placing an order with Paytm is really simple and easy. Please follow these steps:
Till the time the seller has not accepted your order, you can get the delivery address changed by writing to Customer Care with your order id and the new address you want the order to be delivered at. If the seller has accepted the order you’ve placed, we will not be able to change the delivery address of that order.
Sellers have to acknowledge orders after you place them on Paytm. In some rare cases, sellers have to cancel orders. It usually takes 12-48 hrs for sellers to confirm orders. If there is a delay, you can contact our Customer Care.
Sorry, but once an order has been placed, it cannot be changed. However you have an option to cancel your order and place a fresh order. As per seller cancellation policy mentioned on the product description page, a few items are non-cancellable.
You can go to the specific item in the ‘Your Orders’ section and select the cancel option. Items that are not dispatched get cancelled immediately; while for dispatched items a cancellation request is sent to the courier partner. Please keep in mind that products can only be cancelled as per the cancellation policy as published by the seller in product description.
Post order delivery the invoice can be downloaded from Paytm.
It’s very easy to download the invoice of your order from your Paytm account. Invoice is available only when the order is delivered to you. Please follow the simple steps:-
Please note that you will not be able to download invoices for orders placed more than 6 months old. For such cases, you may write to Customer Care and we will be happy to help you.
Unfortunately, we are unable to provide this option at this stage. In case you have had a bad experience with a particular courier, please do share with us at Customer Care.
Post the items have been acknowledged by the seller and dispatched, the courier information becomes available to you. You will receive a confirmation email and SMS about the same with the courier tracking details. With this, you can track your order using the following simple steps:
Couriers typically make tracking details live post 24 hrs of dispatch. If you still can’t trace your order, you may reach out to us via Customer Care and we’ll be happy to help you.
Sellers are expected to dispatch the order within 24-72 hrs for most product categories. In case of some products, the dispatch time is higher, and it would be mentioned on the product description page. If seller takes more time than expected to dispatch your order, you will get a communication from our end. Before dispatch, you may also cancel your order from the ‘Your Orders’ page.
Estimated delivery time in days for an item is mentioned in the product description. Also, you can check estimated delivery date using the following steps:
In rare cases, there is a delay beyond delivery dates and our teams are following up in the backend to ensure that your product gets delivered to you.
Unfortunately, we are not able to take requests for specific delivery dates. However, your order should be delivered to you within the expected delivery days mentioned in the product description. When your product is out for delivery, the courier partners will typically share the contact details of the delivery personnel and you could sync up on the time of delivery.
If your order has not arrived yet and status shows as delivered, we recommend you check the following for best and speedy resolution.
If the issue is still unresolved, contact us at Customer Care and we’ll be happy to help you.
We are sorry about that and will arrange for a return. You just have to go to ‘Your Orders’ and raise a return request with the images of the damaged product, outer and inner packing. Your return would be approved after your return request is validated.
We are sorry for that. Please raise a return request for the product and we will process the return for it.
In case the product is not as described on the Product description, you may raise a return request from the ‘Your Orders’ section. The seller would approve return based on return policy and upon request validation. An item would qualify as being “different from the seller’s description” if:
In this case, you may raise a return request from ‘Your Orders’ section.
Sellers set the selling price on Paytm and they may offer different quantum of discounts. This leads to different prices for the same product.
Other charges might be levied as applicable in case made mandatory by authorities. However, in the case that other charges are levied, they will clearly be mentioned on the cart as well as line items in the invoice.
We are sorry for that. If you forgot to apply the promocode for your order, then you won’t be able to avail the benefit.
Please check the terms and conditions of the promo code to make sure that it is eligible on your order. If it is, please write to us at Customer Care with your issue. Please share the screenshot of the error that you are getting at the time of applying the promo code, with the name and the link of the product. We will get it checked and get back to you with the resolution.
Cashback will be credited into your Paytm Wallet within 24 hrs of your item being dispatched (for prepaid orders only). In case of EMI, Cashback gets credited once the return period gets over. However, if the product has no return policy and you have opted for EMI, the cashback gets credited post 7 days from the delivery of the product.
Cash back can be delayed because of the monthly limit of Rs. 20,000 of the paytm wallet. In such cases, Cash back amount will be added to the wallet automatically on the very first day of the next month. Else, you can upgrade the wallet. We would recommend that you get your KYC done, so that you don’t face any issue because of wallet limits. KYC accounts can hold up to 1 lac rupees. To upgrade your wallet, please go to https://paytm.com/blog/KYC
You can follow these simple steps:
Reverse pickup is done in 1-4 working days after your return request gets approved, post which you will receive the confirmation email and SMS with the details of your return courier partner.
Please check when you received the return approval message from our team. If its’ less than 5 days since you got the message, we request you to wait as it may take up to 4 days post return approval, to get the product picked. In case of further delay, please contact us at Customer Care.
If you have an issue with your refund processing, please contact us with the details along with your bank statement at Customer Care.
All Refunds are credited to your Paytm Wallet. You can trigger a request to transfer the money from your Paytm Wallet back to the source account by just clicking on ‘Return to bank’ option in ‘Passbook’ section on the app (please update your app to the latest version if you can’t see the option). Please note:
Please note that the refund is processed after deducting the cash back which is already credited to your wallet. In case there is still an issue, please reach out to us through Customer Care.
If you chose to pay Cash on Delivery, the refund will be credited either in the form of Paytm Cash and/or an NEFT transfer to your bank account. For an NEFT transfer, contact us at Customer Care with the following bank account details:
Please note that Credit Card option is not available if you are applying a Promo Code to an order.
As you have the option to make an online payment for your purchases done on paytm.com, you can also opt for the Cash on Delivery (COD) payment method. COD payment method allows you to pay in cash to the courier personnel at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online. Applying a promo code with this payment method is not available.
We use the highest levels of transaction security currently available on the Internet. Payments done through Paytm are PCI-DSS certified and uses 256-bit encryption technology to protect your card information for secured payment process with the banks. As per RBI guidelines, banks also use the 3D secure password service for online transactions, providing an additional layer of security.
You can upgrade the wallet by following steps:
In case you are unable to process your request through above steps, please follow:
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