Common use of Customer Dispute Resolution Clause in Contracts

Customer Dispute Resolution. SNO Customer Issue Bucket Description Final Investigation Party to be Charged Cost to be borne by the Seller Penalty to be charged to the Seller 1 Defective Order Received Eg. - Stale food, food not fit for consumption, lesser quantity received than ordered, expired Product, Product with lesser shelf life as per applicable law. etc. Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services. As per the Agreement 2 Fake Product received Eg - Buyer has received a cheap imitation of the Product ordered or a counterfeit Product Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement 3 Wrong Specifications (not in line as what is mentioned on website) E.g. – Buyer received white bread instead of brown bread as shown on Paytm Ecommerce’ website or a Buyer ordered Product of 1kg as shown on Paytm Ecommerce’ website and got delivered two packs of 500gms each etc. Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement 4 Warranty issue E.g. – Warranty (if applicable) not made available to the Buyer Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement 5 Item is used/Damaged/Brand box Seal is broken Eg. Buyer received used/damaged Product or received Product with tampered brand box or broken seal Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services. As per the Agreement 6 Freebies missing Eg. Buyer received partial products Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement Note: Penalty shall be charged to the Seller as per sole discretion of the Paytm Ecommerce.

Customer Dispute Resolution. SNO Customer Issue Bucket Description Final Investigation Party to be Charged Cost to be borne by the Seller Penalty to be charged to the Seller 1 Defective Order Received Eg. - Stale food, food not fit for consumption, lesser quantity received than ordered, expired Product, Product with lesser shelf life as per applicable law. etc. Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services. As per the Agreement 2 Fake Product received Eg - Buyer has received a cheap imitation of the Product ordered or a counterfeit Product Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement 3 Wrong Specifications (not in line as what is mentioned on website) E.g. – Buyer received white bread instead of brown xxxxx bread as shown on Paytm Ecommerce’ website or a Buyer ordered Product of 1kg as shown on Paytm Ecommerce’ website and got delivered two packs of 500gms each etc. Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement 4 Warranty issue E.g. – Warranty (if applicable) not made available to the Buyer Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement 5 Item is used/Damaged/Brand box Seal is broken Eg. Buyer received used/damaged Product or received Product with tampered brand box or broken seal Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services. As per the Agreement 6 Freebies missing Eg. Buyer received partial products Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement Note: Penalty shall be charged to the Seller as per sole discretion of the Paytm Ecommerce.

Customer Dispute Resolution. Provided herein is the list of the following disputes that may arise during the Order fulfillment process for which Seller will be accountable. Also mentioned some examples of these cases under “Description” column and have mentioned the “Final investigation” and “Party to be Charged SNO Customer Issue Bucket Description Final Investigation Party to be Charged Cost to be borne by the Seller Penalty to be charged to the Seller 1 Defective Order Received Eg. - Stale food, food Eg- Phone not fit for consumption, lesser quantity received than ordered, expired Product, Product with lesser shelf life as per applicable law. etc. starting Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services. services As per the Agreement 2 Fake Product received Eg - Buyer has received a cheap imitation of the Product ordered or a counterfeit Product fake phone Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement 3 Wrong Specifications (not in line as what is mentioned on website) E.g. – Buyer received white bread a i5 processor laptop instead of brown bread i7 as shown on Paytm Ecommerce’ website or a Buyer ordered Product of 1kg as shown on Paytm Ecommerce’ website and got delivered two packs of 500gms each etc. Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse a logistics services As per the Agreement 4 Warranty issue E.g. – Warranty (if applicable) not made available to the Buyer Investigation received a hard-disk with no warranty given at service center IInvestigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement 5 Item is used/Damaged/Brand box Seal is broken Eg. Buyer received used/damaged Damaged Product or received Product with tampered brand box or broken seal Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services. services As per the Agreement 6 Freebies missing Eg. Buyer received partial products Products Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services As per the Agreement Note: Penalty shall be charged to the Seller as per sole discretion of the Paytm Ecommerce.

Customer Dispute Resolution. Provided herein is the list of the following disputes that may arise during the order fulfillment process for which Seller will be accountable. Also mentioned some examples of these cases under the “Description” column and have mentioned the “Final investigation” and “Party to be Charged; SNO Customer Issue Bucket Description Final Investigation Party to be Charged Cost The cost to be borne by the Seller Penalty to be charged Be Charged to the Seller 1 Defective Order Received Eg. E.g. - Stale food, food Headphones not fit for consumption, lesser quantity received than ordered, expired Product, Product with lesser shelf life as per applicable law. etc. working Investigation required, debit on Paytm Ecommerce’ Xxxxxxxxxxx.xxx, discretion Seller Payment Collection Fees Fee + Courier Charges for forward forwarding & reverse logistics services. services As per the Agreement 2 Fake Product received Eg Received E.g. - Buyer has received a cheap imitation of the Product ordered or a counterfeit Product fake Headphones Investigation required, debit on Paytm EcommerceXxxxxxxxxxx.xxx’ discretion Seller Payment Collection Fees Fee + Courier Charges for forward & reverse logistics services As per the Agreement 3 Wrong Specifications (not in line as what is mentioned on website) E.g. – Buyer received white bread instead of brown bread Slim Fit Shirt Instead Regular Fit Shirt as shown on Paytm Ecommerce’ Xxxxxxxxxxx.xxx website or a Buyer ordered Product of 1kg as shown on Paytm Ecommerce’ website and got delivered two packs of 500gms each etc. Investigation required, debit on Paytm EcommerceXxxxxxxxxxx.xxx’ discretion Seller Payment Collection Fees Fee + Courier Charges for forward & reverse logistics services As per the Agreement 4 Warranty issue E.g. – Warranty (if applicable) not made available to the Buyer received a hard- disk with no warranty is given at service Centre Investigation required, debit on Paytm EcommerceXxxxxxxxxxx.xxx’ discretion Seller Payment Collection Fees Fee + Courier Charges for forward & reverse logistics services As per the Agreement 5 Item is used/Damaged/Brand box Seal is broken Eg. E.g. Buyer received used/damaged Product Damaged product or received Product product with tampered brand box or broken seal Investigation required, debit on Paytm EcommerceXxxxxxxxxxx.xxx’ discretion Seller Payment Collection Fees + Courier Charges for forward & reverse logistics services. As per the Agreement 6 Freebies missing Eg. Buyer received partial products Investigation required, debit on Paytm Ecommerce’ discretion Seller Payment Collection Fees Fee + Courier Charges for forward & reverse logistics services As per the Agreement Note: Penalty shall be charged to 6 Freebies missing E.g. Buyer received partial products Investigation required, debit on Xxxxxxxxxxx.xxx’ discretion Seller Payment Collection Fee + Courier Charges for forward & reverse logistics services As per the Seller as per sole discretion of the Paytm Ecommerce.Agreement