The document discusses key aspects of order management for sellers on Flipkart marketplace. It explains the order lifecycle from order placement to delivery. It covers important order management components like shipment records, packing lists, invoices and shipping labels. It also describes order cancellation policies, packaging guidelines, and how sellers can mark orders as ready for dispatch and track order status. The payment process and dispute resolution procedures are also overviewed.

1. Order Management

2. Objective
By the end of this module you will be able to
▪ Know about the important components of order management system
▪ Understand the order life cycle
▪ Be aware of the packaging guidelines
▪ Know various reasons for cancellation
▪ Understand procurement SLA to dispatch an order
▪ Payments

3. Pre requisite of order management
▪ Seller needs to be a registered seller with flipkart.
▪ Seller should receive a flipkart order

4. What is an order and an order item
▪ An order may include one or more products
▪ Each product in an order is called as order item
▪ Every order item is packed and billed separately for shipping
▪ Whenever we say order, it means a specified item

5. Important components of order management
Shipment Record:- when the seller click on pack order .they are prompted with the
shipment record. Sellers are suppose to fill the invoice details. After entering the
details seller can print the invoice and shipment details.

6. Packing List:- It refers to a document which helps seller avoid mis-shipment and RTS
breaches and improves order management accuracy and buyer’s experience.
Seller can download
the packing list from
here

7. Invoice:- It gives a detailed information like seller, buyer details, complete order and
billing details along with the total size of the order.
Shipping Label:- This is pasted on order once it is packed. It contains details like
buyer’s address, quantity of product, order id, seller’s name and address, payment
type.
Manifest:- it refers to the list of products which seller would have marked “Ready to
dispatch” and will be handing over to our logistic partner along with the list.

8. Order Lifecycle : Marketplace Orders – Happy Scenario
aces on order from Seller X
• Enters email ID, shipping address
• Makes the payment
• Confirmation is sent to customer & intimation seller
• Payment is successful & Order is in “Approved” state
Confirmation required from the seller
• Email is sent to seller X
• Acknowledgement required from the seller by packing the order.
• Seller confirms under “new orders” tab by clicking on “To pack” and then on “Pack orders”.
• Bills & labels get generated.
Items Dispatched & Shipped
• The product is “In Scanned” at the hub and order s
• “Shipping confirmation” email sent to customer
• Status changes to “Shipped” when the product is “
Items Delivered
• Products will be delivere
• 30/10 day replacement p
• Seller clicks on “Ready to dispatch” in the “to dispatch” tab or RTD by scan
• Order is scheduled for e-kart pick up
• E-kart brings the product to “Delivery hub”
Items ready to ship.

9. Click on Active Orders

10. Click on new Orders

11. Click on ‘ To pack’

12. Select the order and
click on pack orders

14. Bulk action

16. Upload the bulk file to
generate label and
invoice

17. Sellers can download
packing List

18. Click on ‘to dispatch’
tab to mark the order
RTD

19. Once order is ready and
seller had to hand over
The order to EKL
logistics.

20. RTD guidelines for the Sellers

21. Watch! How to Pack?
Packaging guidelines for the Sellers

22. RTD by Scanning
RTD by Scanner
option

23. How to use this tool?
• Sellers can click on the “Scan
Order” button, a popup will
appear.
• The barcode scanner will scan
the barcode of the shipping
label
• After the scan, the copied
Tracking ID will be auto-filled
and the order will be marked
as RTD (If successful).

24. • If the scanning is successful
then total number of scanned
products will be reflected.
• Scanned orders will be
marked as “Ready To
Dispatch” & appear in the
manifest.
• Sellers can track these orders
in “To be picked” section in
Track Orders tab.
For Successful Scan
Tracking ID along with RTD (
Ready To Dispatch) status will be
visible.

25. For Failed Scan
• Orders failed to be marked as
RTD can be due to order
cancellations.
• If the scanning gets failed then
total number of error will be
reflected.
Confirmation Check: Recheck order
status by global search.

26. Track the orders here

27. Track the orders which
are pending for pick up
Track the orders
which are in transit
Track the orders
which are delivered

28. Order Life Cycle - FLO
Created
Approved
Seller Confirmed
Ready to Dispatch
Dispatched
Shipped
Watch! How to Manage Orders?

29. Seller Cancellation - Process Flow
Seller clicks on “Cancel Order”, system sends
notification to OMS for cancellation
Order Item status updated to “Cancelled” with
reason as “Seller Cancellation” on order page
Customer is sent a mail stating “Seller ID”
could not fulfill order due to “Reason” and
“amount” will be refunded through “mode”

31. Cancellation consequences

32. Buyer/Customer Cancellation
By Sending an email to
Customer support
Through Website (web form) By Calling Customer
Support

33. Auto Cancellation
The system automatically cancels the order and raises a refund request.
When?
Incase the seller does not pack and dispatch the order within his procurement SLA, the
system automatically cancels the order and intimation goes to both customer & seller.

34. RRR
RETURN
REPLACEMENT
RESOLUTION

35. Returns
• Return is the action of giving back the item purchased by the Customer to the Seller
(Marketplace)
• Types of Returns
– Courier Return (RTO)
– Customer Return (RVP) ; Buyer returns can be one of the three types
• Reasons for Return
– Damaged Item
– Defective Item
– Missing Items
– Wrong Item

37. Buyer returns can be one of the three types:
• Buyer wants a replacement:
If the buyer has received an item in a
° 'Damaged' or
° 'Defective' or it is
° 'Not as Described' by the seller,
• Buyer wants an exchange:
For different size or color.
• Buyer refund:
▪ buyer doesn’t want the product
▪ or the requested replacement or exchange product unavailability with
the seller.

38. Courier Returns (RTO)
Courier returns are returns which happen before the delivery of the product to
the buyer. Following are the possible scenarios where RTO due to courier
returns happen.
• Buyer Not Reachable
▪ Buyer is not reachable after 3 attempts by our EKL logistics
▪ The order would be considered cancelled.
▪ A full refund issued to the buyer.
• Buyer Cancellation
The package will be sent back to the seller.

39. Charges on Returns
Return created due to reasons including
•‘damaged’
•‘manufacturing defects’
•‘size/colour exchange’
•‘buyer ordered product by mistake’
Cases would be addressed under this policy
Under these scenarios:
• Commission charged will be reimbursed in case of refund.
• Forward shipping fee will be waived for replacement/exchange.
(only if the returns are not due to the fault of seller).

40. When are returns not possible for buyers:
• Categories like Innerwear, Lingerie, Socks & Clothing freebies
• Made to order/ Custom Jewellery
• Any consumable item which has been used or installed
• Items that are returned without original packaging, freebies or accessories
• Products with tampered or missing serial numbers
• Defective products which are covered under the manufacturer's warranty
• Product damaged because of use
• Product received is not in the same condition as you shipped to the buyer
• Return request is made outside the specified time frame

41. Replacement
• Replacement is the action of sending something in place of other.
• Reasons for Replacement
• Damaged Item
• Defective Item
• Missing Items
• Wrong Item
REPLACEMENT

42. Replacement Process

43. Resolutions
Seller Buyer

44. Disputes tab
The Dispute Tab
• Now, that we have learnt about disputes, let us move on to the ‘Disputes’ tab on your
seller portal.
• Login to your account. Go to ‘Returns’ tab. Choose ‘Disputes’ from the drop-down
menu as shown below:
Note: Here, you can check and keep track of all past and current disputes raised against you.

45. Buyer raises Dispute by sending
an email to
resolution@flipkart.com
Seller payment is placed on hold
for that order item
CS has a conference call with
Buyer & Seller and requests for
images
CS checks to confirm product
details
1
Disputes – Process Flow
Email ID for raising dispute: resolution@flipkart.com
Example: Wrong Item Received

46. 1
Hold on payments
released
Case Closed
in Seller’s
favour
Seller raises dispute against
eKart with SS / Amount is
Settled from Seller protection
Program
Refund/Replacement
Request Initiated
Case Closed
in Buyer’s
favour
Case Closed
in Buyer’s
favour
Refund/Replacement
Request Initiated
Correct product shipped
by Seller
Wrong product shipped
by Logistics (eKart)
Wrong product shipped
by Seller

47. Buyer Protection Plan – Eligibility & Restrictions
• Only the buyers who have purchased the product from Flipkart Marketplace
• Buyers can file a case in Buyer Protection Program up to 45 days from the date
of purchase.
• Any damage or loss to the product after delivery will not be covered under this
program and will be completely buyer’s responsibility.
• To be able to take advantage of Buyer Protection Program, buyers should go
through the customer return process, and attempt to resolve the issue

48. • Fraudulent charges and claims are not covered under Buyer Protection
Program.
• If Buyer does not like the Item [Color, Size, fitting], dispute team will not create
Dispute.
• In case of Brand Redemption Offer, dispute team will direct the Buyer to Brand.
• If the buyer has already initiated chargeback through the credit card issuing
bank, it will not be covered under Buyer Protection Program, though in such
cases a Seller can file a claim in Seller Protection Program.
Buyer Protection Plan – Eligibility & Restrictions

49. • Blacklisted and Blocked buyers are not eligible for Buyer Protection Program.
• Buyers who have reached their maximum lifetime limit for claims are also not
eligible.
• Appeal/ Reopening of Case
Once the Buyer Protection Program has been resolved by the customer service
agent and the case has been closed, there is NO provision to challenge/ appeal or
reopen the case.
• Limit and Coverage Amount
Buyers can make a maximum claim of up to Rs. 50,000/-.
If the claim was withdrawn, it is not counted.
Buyer Protection Plan – Eligibility & Restrictions

50. Seller Protection Program
Coverage
● Product lost/damaged during forward and reverse shipping
● Missing/defective returns due to buyer fraud
● Chargeback due to buyer fraud
● Dispute in buyer’s favour even when you are not at fault

51. • Flipkart collects amount from the buyer when he makes a purchase. This amount
includes the price of the item and the shipping cost.
• Followed by this, as a selling commission, Flipkart deducts a percentage of the item
price plus shipping charges plus a fixed per-item fee.
Here’s an example:
Total Order Item value Closing fee
> Rs. 500 Rs.10
> or = Rs. 250 Rs.5
< Rs. 250 Nil

52. Customer
Product Price
Shipping charges
charged by the seller
Customer makes payment to Flipkart
Selling Commission
Shipping Fees
Fixed Closing Fee
Service tax
Flipkart makes payment to the Seller
Settlement value
paid to the seller
Payment received
from the customer
Payment Settlement with the Seller

53. Shipping Fees
Flipkart mandates delivery via eKart to all customers buying from Flipkart.com. Flipkart shall
deduct the shipping cost from the transaction value before settlement. The following rates
are exclusive of all taxes.
Weight slab Local (Intra-city) Zonal (Intrazone) National (Interzone)
Up to 500gm 29.4 55 55
Every Additional
500gm
29.4 40 40
Non-heavy shipments

54. Heavy Shipments
Weight slab Local (Intracity) Intrazone Interzone
Up to 5kgs 115 135 NA
Every Additional kg 15 17 NA
Category Vertical
Small Home Appliances
Electric Cooker, Coffee Maker, Induction Cooktop, Juicer Mixer Grinder,
Vacuum Cleaner, Food processor, Water purifier
Entertainment Small Hi-Fi systems, Boom box
Gaming hardware Joystick Gaming Wheel
Camera accessories Camera Tripod
Appliances Fans
PHCare Massager
IT Monitor, Printer, AIO

56. Summary
Now we understand the
 Important components of order management system
 Understand the order life cycle
 Be aware of the packaging guidelines
 Know various reasons for cancellation
 Understand procurement SLA to dispatch an order
 Payments