SPORTSMART.COM
Handle Returns, Payments and Settlements
Learning path: Hyperlocal 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, preserve evidence, separate customer remedy from Seller financial fault, understand the standard Hyperlocal 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 available 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 dispatch evidence, including the Seller-submitted order-linked before-packing product photos and after-packing parcel photos uploaded in the Seller Portal. These photos are reference evidence and do not require SportsMart Admin approval before the original dispatch. Keep the returned unit out of saleable stock 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 the return against the Seller Portal before-packing product photos, after-packing parcel photos, invoice, AWB, serial/batch and handover records; prepare a concise description of the difference; 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 carrier, insurer, regulator, court or other deadline is communicated.
4. Understand the standard Hyperlocal commercial model
Standard Marketplace Commission: 12% 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 a valid 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 by a checklist, Seller Portal label or informal message.
5. Logistics and return cost principles
Standard forward shipping for eligible Hyperlocal orders, customer-preference reverse logistics and Customer-Caused RTO costs follow the accepted commercial and logistics rules. Seller-fault costs may be allocated only to the extent actual, supported and attributable. Loss or damage after Valid Handover is 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 is a settlement control and not a universal customer-return or warranty period.
Eligible amounts enter the weekly process using the Monday 10:00 AM IST cutoff and following-Friday payout schedule, subject to supported holds, banking holidays, bank rejection 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 (12%)
− GST on Marketplace Commission
− applicable statutory deductions
− accepted Seller-funded promotions or supported Seller-fault adjustments
+ approved credits/reversals
= Net eligible settlement amount before any valid case-specific hold or negative-balance adjustment.
Illustrative example
Product Taxable Value: ₹1,000. Marketplace Commission: ₹120. GST on commission: ₹120 × applicable statutory GST rate. Further deductions or credits may be included only when statutory, accepted or supported by an identifiable order/case. The example excludes product GST, refunds and order-specific adjustments.
8. Review every settlement
Check delivered/cancelled/returned orders; Product Taxable Value; commission rate and GST; statutory TDS/TCS where applicable; shipping/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. A dispute concerning one amount should not ordinarily freeze unrelated undisputed eligible payout unless a documented broader connected risk exists.
Practical task
Complete two sample exercises: (A) inspect a mock returned parcel and compare it with sample before-packing product photos, after-packing parcel photos, invoice, AWB and serial/batch evidence before recording the QC/cause decision; and (B) reconcile a ₹1,000 Product Taxable Value order using the standard 12% commission and identify the eligibility date, cutoff and expected payout cycle. Record questions rather than guessing.
Self-check
1. Does a refund automatically prove Seller fault?
2. How long is the standard requested evidence period?
3. What is the standard Hyperlocal Seller commission?
4. When does standard payout eligibility begin?
5. What is the standard weekly cutoff?
6. How long is the ordinary settlement-dispute period?
7. How do the Seller-submitted before-packing and after-packing reference photos help during Return QC or a discrepancy claim, even though they were not Admin-approved before dispatch?
Ready to continue?
Continue only when you can separate customer remedy, fault allocation and stock disposition, use the Seller Portal dispatch photos as part of evidence review and reconcile the sample settlement. Next: 05 – Get Help, Protect Your Account and Grow.