• Placing an order on Paytm

      Placing an order with Paytm is really simple and easy. Please follow these steps:

      • Select the item you wish to buy. For shopping on app, you can either scroll down on the Home screen, or directly go to the Mall Screen, which is the second icon in the bottom bar.
      • We recommend that you also go through the product description.
      • Check availability and shipping price for your location, by entering the pin code.
      • Check the price of the item, select size/ color/ quantity you want to buy, and click on Buy.
      • You can either continue shopping by going back or proceed to pay on Cart.
      • To complete the purchase, add the promo code [if any] on the cart screen & Select the delivery address.
      • Select mode of payment & complete the payment process as prompted.
      • This completes the transaction and the order is placed to the seller.
    • Changing the address for your order

      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.

    • Delay in order confirmation

      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.

    • Editing order after placement

      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.

    • Cancelling your order

      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.

    • Order cancellation by seller

      • There may be a few orders that Paytm seller partners are unable to accept and service because of which those could get cancelled.
      • A few situations that may result in order cancellation include, products in stock being damaged, non-availability of the product ordered by you, non- availability of the delivery service, etc. Paytm may also require additional verification or information before accepting any order. Paytm will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.
      • Paytm reserves the right to cancel any orders that classify as ‘Bulk Order’ as determined by Paytm as per certain criteria. Any Paytm Promo Code used for placing the ‘Bulk Order’ will not be refunded as per this cancellation policy. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, which may not be exhaustive, viz:
        • Products ordered are not for self-consumption but for commercial resale.
        • Multiple orders placed for same product at the same address.
        • Bulk quantity of the same product ordered.
        • Invalid address given in order details.
        • Any malpractice used to place the order.
    • Downloading your invoice

      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:-

      • Select ‘Your Orders’ from your profile page
      • Select the order for which you require the invoice
      • Click on ‘Invoice’ option and your invoice will get downloaded

      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.

    • Opting for a specific courier

      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.

    • Track your order

      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:

      • Go to ‘Your Orders’
      • Select the individual item you want to track
      • Click on Track to know further details of the shipment

      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.

    • Delay in order dispatch

      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.

    • Know your delivery date

      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:

      • Log in to your account and go to ‘Your Orders’ tab
      • Select the relevant order and the estimated delivery date will be available there.

      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.

    • Schedule your delivery on a specific date & time

      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.

    • Status of the product shows delivered but I have not received my order

      If your order has not arrived yet and status shows as delivered, we recommend you check the following for best and speedy resolution.

      • Please check if another person at your address such as a family member, or security guards could have taken the delivery on your behalf
      • Please check whether your delivery address is mentioned correctly
      • Please check the tracking information of the items

      If the issue is still unresolved, contact us at Customer Care and we’ll be happy to help you.

    • Damaged/ Defective item received

      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.

    • Incomplete product received – parts missing

      We are sorry for that. Please raise a return request for the product and we will process the return for it.

    • Item not as described/ Not satisfied with the product

      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:

      • The condition of the item looks like it has been evidently used, when the description clearly said it was ‘new’.
      • The item is missing parts or components (e.g., mobile phone was supposed to include headphones, but you didn’t receive it.)
      • The item is a different version or edition than the item displayed in the listing.
      • The item was described as authentic & original but isn’t.
      • The item is missing major parts or features, and this was not disclosed in the listing.
    • Wrong product received

      In this case, you may raise a return request from ‘Your Orders’ section.

    • Different prices for the same product

      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 such as state entry taxes, octroi etc.

      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.

    • Forgot to apply promo code

      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.

    • Unable to apply promo code

      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.

    • When will I receive my cashback?

      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. 

    • My cash-back is delayed

      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

    • Return policy

      • We have tried to make product returns hassle-free for you.
      • We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Please include all price tags, labels, original packing and invoice along with the product.
      • We try to ensure that sellers only sell brand new and 100% genuine products. In case there is an issue with the product you have received, following options could be availed:
        • Replacement
        • Exchange
        • Refund
      • This largely depends on the seller’s Return Policy. We advise you to please read the seller’s return policy carefully before placing your order. You can check the same on the product page.
      • Make sure you have a copy of the bill/ receipt or the courier acknowledgement slip for return processing.
    • Return procedure

      You can follow these simple steps:

      • Go to ‘Your Orders’ tab through your profile.
      • Select the specific order you want to return and click on “Return” to raise a return request. In case you are unable to raise the return request, please contact us at Customer Care.
      • Based on the seller’s return policy, the seller will accept the return request.
      • We will schedule a pick-up from your delivery address, typically within 1-4 days of request acceptance. You will be expected to keep the product packed for pick-up. We will inform you in case reverse pick up is not available for your location. In such cases, you can ship it back to the seller and we will reimburse the shipping charges against the original courier receipt with maximum cap of INR 200.
      • The product amount will be refunded to your Paytm wallet/bank once the product is delivered back to the seller. (Usually within 2-3 days after pick-up).
    • Return pick-up timelines

      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.

    • Delay in return pick-up

      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.

    • Know the refund process after return

      • After the Paytm network return courier has picked up the item from your doorstep, refund will be initiated within 48 hrs of pick up.
      • If you had self-shipped the product, refund will be initiated as soon as the product reaches back to the seller.
      • In case you made the payment via wallet, you will get the refund within a day.
      • In case the payment was made by card/netbanking, it may take upto 10 working days for the refund to reflect in your bank account as the timeline varies from bank to bank.
      • In case, amount is still not reflecting after 10 days, we request you to email a copy of your bank/credit card statement in PDF format from the date of this particular transaction to till date. Please ensure that your file is not password protected.
      • Also, please note that refund will be credited after deduction of cash back amount that has already been credited to you in your wallet/bank.

      If you have an issue with your refund processing, please contact us with the details along with your bank statement at Customer Care.

    • Want to get refund back to bank/ credit card/ debit card instead of Paytm wallet

      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:

      • ‘Return to bank’ option is available only for payments made through netbanking or card and it can trigger transfer only in the same account. Transfer to any other bank account is not allowed owing to security reasons.
      • Direct bank account refund is applicable subject to wallet limit. It will take up to 10 days for the money to show in your bank account, depending on your bank’s policy. If it does not reflect post this time period, we request you to please contact us at Customer Care.
    • Incorrect refund done

      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.

    • Refund in case of cash on delivery

      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:

      • Bank Name
      • Account Holder Name
      • Bank Account Number
      • Branch Address
      • IFSC Code
    • Money deducted from my account but Paytm shows transaction failed

      If the amount has been deducted for failed orders, the bank automatically refunds the amount to your account. It may take up to 10 working days for this amount to reflect in your account as the time-line varies from bank to bank. In case it has been more than 10 days we request you to check your bank statement and get in touch with your bank.
    • Know more about the EMI option

      You will get the EMI payment option at the time of payment, on selected products. You can select the bank that you want to use for your EMI payment as EMI option is available on selected banks (ICICI, Kotak, SBI, Axis, HSBC, IndusInd and HDFC). You can select the time interval for which you need to generate the EMI to proceed with transaction.
    • Payment options available to you on Paytm

      • Paytm Wallet
      • Debit Card
      • Credit Card
      • ATM card
      • Net Banking
      • IMPS
      • EMI-On selected products
      • Cash on Delivery- On selected products

      Please note that Credit Card option is not available if you are applying a Promo Code to an order.

    • Know more about the Cash on Delivery payment option

      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.

    • Know about safety of your credit/debit card on Paytm.com

      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.

    • I want to upgrade my Paytm wallet

      You can upgrade the wallet by following steps:

      • Go to Paytm.com
      • Click on your Profile name from top right side the drop down and select ‘Your Wallet’.
      • Select ‘Request Wallet Upgrade’.
      • Select a preferable mode for KYC, your address & download the KYC form.
      • You can either visit our centers as per your base location or request for a pickup.
      • Once you have made these selections, click on ‘Submit’.
      • Your request is now raised. Our representative will contact you to confirm an appointment to collect the documents.

      In case you are unable to process your request through above steps, please follow:

      • Log on to your Paytm account and go to https://paytm.com/blog/KYC
      • Click on point number 1 on that page; follow the link (Click Here Option)

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