SPORTSMART.COM
Handle Returns, Payments and Settlements
Learning path: National Seller | Module 4 of 5 | Estimated time: 35–45 minutes
What you will learn
After this module, you should be able to receive and inspect returns/RTO, compare return evidence with dispatch references, separate customer remedy from Seller financial fault, understand the National commercial model, review a settlement and raise a supported dispute.
1. Receive a return or RTO
Receive only through the authorised case and at the approved return/RTO location. Record order/AWB, receipt date/time, package condition, seals/tape, visible damage, apparent weight difference and carrier/POD evidence before opening.
For designated or disputed parcels
Photograph or video the unopened parcel, AWB/label, seals, opening process and contents. Preserve packaging until the evidence-retention requirement is satisfied.
2. Complete Return QC
Compare product identity, variant, serial/batch, quantity, accessories, seal, use/wear, damage and completeness with the original Seller Portal order, before-packing product photos, after-packing parcel photos, invoice and handover evidence.
Keep returned stock out of saleable inventory until QC permits resale.
Cause classifications
Classify using reliable evidence: Seller-fault return; customer preference; customer-caused damage or misuse; Logistics-Fault Event; Customer-Caused RTO; warranty/product defect; wrong/swapped/empty/incomplete/tampered return; safety/recall; or another supported category.
A customer return, refund, complaint, NDR or RTO does not by itself prove Seller fault. Customer remedy, Seller financial liability and stock disposition are separate decisions.
3. Handle a discrepancy
For a wrong, swapped, different-serial, empty, incomplete, used, tampered or materially weight-mismatched parcel: preserve receipt and opening evidence; quarantine the product and package; compare return evidence with the original dispatch records; describe the difference concisely; raise a Return/RTO Discrepancy case; and do not dispose of the goods until authorised.
Evidence deadline
When SportsMart requests return/RTO/logistics/fraud evidence, the standard Seller submission period is three Business Days unless an earlier binding deadline is communicated.
4. Understand the standard National commercial model
Standard Marketplace Commission: 20% of Product Taxable Value unless an accepted Seller-specific Commercial Schedule states otherwise.
GST on Marketplace Commission: applicable statutory rate.
Separate handling fee: Nil under the standard model unless an accepted exception states otherwise.
Standing reserve: Nil / Not Applicable under the standard model unless an accepted Seller-specific schedule states otherwise.
Material changes to commission, Seller-borne fees, settlement cycle, reserve or cost allocation require the applicable notice and acceptance process. They cannot be created only through a checklist, Seller Portal label or informal message.
5. Logistics and return cost principles
Seller-fault costs may be allocated only to the extent actual, supported and attributable. Loss or damage after Valid Handover must be investigated as a possible Logistics-Fault Event and is not automatically Seller liability. No double recovery is permitted for the same loss.
6. Understand payout eligibility
Standard payout eligibility begins seven calendar days after successful delivery. This settlement control is not a universal customer-return, warranty or recall period.
Eligible amounts enter the weekly process using the Monday 10:00 AM IST cutoff and following-Friday payout schedule, subject to supported holds, bank rejection, banking holidays and system exceptions. Amounts becoming eligible after the cutoff move to the next weekly cycle.
7. Read the settlement formula
Product Taxable Value
− Marketplace Commission (20%)
− GST on Marketplace Commission
− applicable statutory deductions
− accepted Seller-funded promotions or supported Seller-fault adjustments
+ approved credits/reversals
= Net eligible settlement amount before a valid case-specific hold or negative-balance adjustment.
Illustrative example
Product Taxable Value: ₹1,000. Marketplace Commission: ₹200. GST on commission: ₹200 × applicable statutory GST rate. Other deductions or credits may be included only when statutory, accepted or supported by an identifiable order/case.
8. Review every settlement
Check delivered/cancelled/returned orders; Product Taxable Value; commission and GST; statutory TDS/TCS where applicable; logistics/reverse/RTO entries; promotions; refunds and claims; holds, debits and credits; eligibility date; payout batch; and bank status.
9. Raise a settlement dispute
Raise a supported settlement/reconciliation dispute within 30 calendar days from the date the relevant statement or ledger entry is first made reasonably available, subject to preserved exceptions. Include Seller ID, order/batch/ledger reference, disputed amount and component, reason, requested correction and evidence.
Practical task
Complete two sample exercises: (A) inspect a mock returned parcel and compare it with sample dispatch photos and records; and (B) reconcile a ₹1,000 Product Taxable Value order using the standard 20% commission and identify eligibility date, cutoff and expected payout cycle.
Self-check
1. Does a refund automatically prove Seller fault?
2. Which dispatch records should be compared during Return QC?
3. What is the standard requested evidence period?
4. What is the standard National commission?
5. When does standard payout eligibility begin?
6. How long is the ordinary settlement-dispute period?
Ready to continue?
Continue only when you can separate customer remedy, fault allocation and stock disposition and can reconcile the sample settlement. Next: 05 – Get Help, Protect Your Brand and Grow.