\u20b935,800 crore<\/strong> in transactions in 2025-26. Yet thousands of sellers lose money every year \u2014 not because they couldn’t win orders, but because they didn’t know how to handle returns, rejections, payment delays, and disputes once the order was placed. Knowing the system is as important as being on it.<\/p>\n<\/blockquote>\n\n\n\nIntroduction<\/h2>\n\n\n\n The Government e-Marketplace (GeM) has fundamentally transformed public procurement in India. Buyers place orders through the portal, and sellers receive secure payments promptly. Sellers ensure timely delivery, while the GeM portal offers a dispute resolution mechanism to address issues.<\/p>\n\n\n\n
For Indian sellers \u2014 manufacturers, traders, MSMEs, and service providers \u2014 GeM represents access to a verified, payment-guaranteed marketplace of government buyers. But the platform’s advantages come with a structured set of obligations, processes, and potential pitfalls. An order won on GeM is not money in the bank until the goods are delivered, accepted, and the Consignee Receipt and Acceptance Certificate (CRAC) is generated.<\/p>\n\n\n\n
Between order placement and payment realisation lie several critical stages where things can go wrong: late deliveries triggering Liquidated Damages, consignee rejections, disputes over product quality, payment delays, and grievance incidents raised by either party. Each of these has a defined process on the GeM portal \u2014 and sellers who understand that process protect their revenue, their seller rating, and their GeM account status.<\/p>\n\n\n\n
The GeM portal maintains a structured and automated dispute resolution process that relies on individuals to report violations. Any action that violates the terms and conditions stipulated by GeM and relevant regulations is termed a ‘deviation.’<\/p>\n\n\n\n
This guide explains \u2014 step by step \u2014 how returns work on GeM, how the CRAC process functions, what happens when goods are rejected, how Liquidated Damages are calculated, how to raise and respond to incidents (the GeM dispute system), how payment delays are addressed, and what escalation paths are available when the standard process fails to resolve a dispute.<\/p>\n\n\n\nUnderstanding the GeM Order Fulfillment Flow<\/h2>\n\n\n\n Before understanding returns and disputes, it is essential to understand the complete order-to-payment flow on GeM. Most disputes arise from confusion or error at specific stages of this flow.<\/p>\n\n\n\n
The Complete GeM Order-to-Payment Flow:<\/strong><\/p>\n\n\n\nOrder Placed by Buyer\n \u2193\nSeller Accepts Order\n \u2193\nSeller Dispatches Goods \/ Commences Service\n \u2193\nConsignee Receives Goods\n \u2193\nProvisional Receipt Certificate (PRC) Generated\n \u2193\nInspection Period (10 days for goods by default)\n \u2193\nAcceptance or Rejection Decision\n \u2193\nConsignee Receipt and Acceptance Certificate (CRAC) Generated\n \u2193\nSeller Generates Invoice Online\n \u2193\nBuyer Processes Bill to Paying Authority\n \u2193\nPayment Released Within 10 Days of CRAC\n<\/code><\/pre>\n\n\n\nEvery return, rejection, and payment dispute arises within this flow \u2014 usually at the PRC, CRAC, or payment processing stage.<\/p>\n\n\n\n
Key Roles in GeM Order Management<\/h2>\n\n\n\n Understanding who does what on the buyer side prevents unnecessary confusion when following up on deliveries and payments.<\/p>\n\n\n\n
Primary User (Head of Department \/ HOD):<\/strong> The senior administrative authority responsible for the buyer organisation’s GeM account. The Primary User is responsible for secondary users including timely payments and for dispute resolutions as per GeM terms and conditions. Primary User cannot perform any procurement-related transactions on the GeM portal.<\/p>\n\n\n\nSecondary User \u2014 Buyer:<\/strong> The Buyer is the official responsible for processing procurement transactions up to Order Placement stage. The Buyer places the order but does not receive or accept the goods.<\/p>\n\n\n\nSecondary User \u2014 Consignee:<\/strong> The Consignee is the Secondary User in the Buyer organisation responsible for certifying receipt and acceptance of the goods procured. The Consignee generates the PRC after physical receipt and the CRAC after acceptance. This is the most important person in the post-dispatch process for any seller.<\/p>\n\n\n\nSecondary User \u2014 DDO \/ Paying Authority:<\/strong> The Drawing and Disbursement Officer responsible for releasing payment after CRAC generation and bill processing.<\/p>\n\n\n\n\n\ud83d\udca1 Practical Tip:<\/strong> Identify your Consignee at the time of order acceptance \u2014 not after dispatch. The Consignee’s contact details are visible in the order. Call or email them to confirm delivery logistics, expected arrival date, and inspection arrangements. A proactive relationship with the Consignee prevents delays in PRC and CRAC generation.<\/p>\n<\/blockquote>\n\n\n\nThe PRC and CRAC: The Foundation of Everything<\/h2>\n\n\n\nProvisional Receipt Certificate (PRC)<\/h3>\n\n\n\n The Consignee should log in to the portal after receipt of goods or services and generate a Provisional Receipt Certificate (PRC). The PRC is generated by the Consignee at the moment of physical receipt of the goods \u2014 it is not an acceptance, merely a confirmation that the goods have arrived.<\/p>\n\n\n\n
The date of the PRC is crucial because:<\/p>\n\n\n\n
\nIt starts the 10-day inspection and acceptance window (default; may be modified in STC\/ATC)<\/li>\n\n\n\n It is the reference date for calculating whether delivery was on time or delayed<\/li>\n\n\n\n Without a PRC, the goods are in a grey area and no subsequent steps can proceed<\/li>\n<\/ul>\n\n\n\nWhat sellers must do after dispatch:<\/strong><\/p>\n\n\n\n\nShare the tracking number and estimated delivery date with the Consignee immediately after dispatch<\/li>\n\n\n\n Follow up with the Consignee to confirm receipt and prompt PRC generation<\/li>\n\n\n\n Monitor the order dashboard on GeM for PRC status<\/li>\n<\/ul>\n\n\n\nConsignee Receipt and Acceptance Certificate (CRAC)<\/h3>\n\n\n\n After the order is delivered, the consignee will inspect the product and issue acceptance or rejection online. When the consignee accepts the order, he\/she will generate the Consignee Receipt and Acceptance Certificate (CRAC). After issuing the CRAC, the buyer will process the bill and forward it to the paying authority. The payment will be made within ten days of the generation of CRAC.<\/p>\n\n\n\n
The CRAC is the critical payment trigger. No CRAC = No payment.<\/strong> A seller who has delivered goods but whose Consignee has not generated the CRAC will not receive payment, regardless of how much time has passed.<\/p>\n\n\n\n\n\u26a0\ufe0f Warning:<\/strong> There is no option to edit CRAC after it is confirmed. This means that once the Consignee generates the CRAC \u2014 whether accepting or rejecting \u2014 the action is final and irreversible on the portal. If a CRAC is generated with incorrect details or a partial rejection, the only remedy is the supplementary invoice process or the incident\/dispute mechanism.<\/p>\n<\/blockquote>\n\n\n\nHow Returns Work on GeM: The Complete Process<\/h2>\n\n\n\nWhen Can Goods Be Returned or Rejected?<\/h3>\n\n\n\n The Consignee shall have the right to reject, on proper justification, any consignment of goods received within a period of 10 days (unless otherwise specified in STC or ATC) of receipt of consignment of goods. The date of receipt shall be reckoned from the date of receipt of the goods as notified in the Provisional Receipt Certificate (PRC) which will be issued online by the Consignee immediately after receipt of goods.<\/p>\n\n\n\n
The standard 10-day rejection window is the default under GeM’s Standard Terms and Conditions (STC). However, specific orders may have different inspection periods specified in the Specific Terms and Conditions (STC) or Additional Terms and Conditions (ATC) of the contract. Always check the order’s STC\/ATC for the applicable acceptance timeline.<\/p>\n\n\n\n
Valid grounds for rejection\/return of goods:<\/strong><\/p>\n\n\n\n\nGoods not conforming to specifications listed in the product catalogue<\/li>\n\n\n\n Goods damaged in transit<\/li>\n\n\n\n Short supply \u2014 quantity delivered is less than quantity ordered<\/li>\n\n\n\n Goods delivered do not match the approved sample (where applicable)<\/li>\n\n\n\n Goods failing quality testing at the consignee’s end<\/li>\n\n\n\n Wrong goods delivered (product category mismatch)<\/li>\n<\/ul>\n\n\n\nPartial Rejection \u2014 The Supplementary Invoice Process<\/h3>\n\n\n\n A common scenario on GeM is partial rejection: the Consignee accepts part of the consignment but rejects the rest. This creates a complication because the standard CRAC process does not allow editing after confirmation.<\/p>\n\n\n\n
If the Consignee rejects any quantity during PRC\/CRAC and the seller is delivering the rejected items again, then the Consignee does not have the option to edit the PRC\/CRAC or generate a separate PRC\/CRAC for the rejected items. To overcome this problem, GeM has introduced a supplementary invoice creation functionality by the seller so that the seller is able to generate a ‘Supplementary Invoice’ against the rejected quantity.<\/p>\n\n\n\n
Supplementary Invoice Process (for re-delivery after partial rejection):<\/strong><\/p>\n\n\n\n\nConsignee generates CRAC for the accepted quantity only<\/li>\n\n\n\n Seller re-delivers the rejected quantity<\/li>\n\n\n\n Seller generates a Supplementary Invoice against the rejected quantity on the portal<\/li>\n\n\n\n Consignee inspects and accepts\/rejects the re-delivered quantity<\/li>\n\n\n\n CRAC generated for the supplementary quantity<\/li>\n\n\n\n Seller raises payment claim for the supplementary quantity separately<\/li>\n<\/ol>\n\n\n\nWhat Sellers Must Do When Goods Are Rejected<\/h3>\n\n\n\n Step 1: Obtain the written rejection notice from GeM portal<\/strong> The rejection reason is recorded by the Consignee in the portal. Download and save this document \u2014 it is the basis of any subsequent dispute or rectification.<\/p>\n\n\n\nStep 2: Assess the rejection<\/strong> Is the rejection justified based on the product specifications in your catalogue? Or is it arbitrary, vague, or unsupported by the STC\/ATC?<\/p>\n\n\n\n\nIf justified: arrange re-delivery or replacement within the extended period<\/li>\n\n\n\n If unjustified: raise an Incident (dispute) on the GeM portal citing the rejection reason, your catalogue specifications, and evidence that the goods conform<\/li>\n<\/ul>\n\n\n\nStep 3: Arrange re-delivery or replacement<\/strong> If the rejection is justified, arrange re-delivery or replacement at your own cost within the remaining contract period or seek a delivery period extension through the buyer.<\/p>\n\n\n\nStep 4: Generate Supplementary Invoice for re-delivery<\/strong> After re-delivery and acceptance of the replaced goods, generate the Supplementary Invoice on the portal to trigger payment for those items.<\/p>\n\n\n\n\n\u26a0\ufe0f Warning:<\/strong> Do not ignore a rejection and wait for it to resolve itself. If goods are not collected by the seller within a reasonable time period, the Buyer\/Consignee shall have the right to dispose of such rejected goods. Act immediately upon receiving a rejection notice.<\/p>\n<\/blockquote>\n\n\n\nLiquidated Damages (LD): The Automatic Penalty for Late Delivery<\/h2>\n\n\n\nHow LD Works on GeM<\/h3>\n\n\n\n A common complexity for vendors in 2026 is the automatic calculation of Liquidated Damages (LD). If a delivery is delayed beyond the contract period, GeM automatically deducts a penalty (typically 0.5% per week, up to a maximum of 10%) from your final invoice.<\/p>\n\n\n\n
This is one of the most significant financial risks for GeM sellers who do not manage delivery timelines carefully. The LD calculation is automated \u2014 when the system records that the delivery date has passed the contracted delivery period, it begins calculating LD and deducts it automatically from the payment processed after CRAC.<\/p>\n\n\n\n
The Delivery Period may be suitably extended, for which an amount equal to the Liquidated Damages for the extended period(s) for delay in the supply of goods\/services after the expiry of contract delivery period\/re-fixed delivery period shall be recovered from the Seller.<\/p>\n\n\n\n
Key LD parameters under GeM STC:<\/strong><\/p>\n\n\n\n\nLD rate: 0.5% of the order value per week of delay<\/li>\n\n\n\n Maximum LD: 10% of the order value<\/li>\n\n\n\n LD is automatically deducted from the invoice at the time of payment<\/li>\n<\/ul>\n\n\n\nDelivery Period Extension: How to Avoid LD<\/h3>\n\n\n\n If you anticipate a delay in delivery, the correct course of action is to request a Delivery Period Extension<\/strong> from the buyer through the GeM portal before the contracted delivery date passes.<\/p>\n\n\n\nGeM enables buyers to exercise the following kinds of delivery period amendments: Performance cum Extension Notice \u2014 optional LD implications as per buyer’s discretion; and Delivery Period Fixation \u2014 this re-fixes the original delivery period for the open\/un-invoiced quantity, without any LD liability.<\/p>\n\n\n\n
Steps to request Delivery Period Extension:<\/strong><\/p>\n\n\n\n\nLog in to your GeM Seller Dashboard<\/li>\n\n\n\n Navigate to the relevant Order<\/li>\n\n\n\n Use the delivery period extension request functionality<\/li>\n\n\n\n Provide the reason for delay and the revised delivery date<\/li>\n\n\n\n Submit \u2014 the buyer reviews and accepts or rejects the request<\/li>\n<\/ol>\n\n\n\nIf the buyer grants a Delivery Period Fixation<\/strong>, the original period is re-fixed and no LD accrues for the extension. If the buyer grants a Performance cum Extension Notice<\/strong>, LD may still apply at the buyer’s discretion for the extension period.<\/p>\n\n\n\n\n\ud83d\udca1 Practical Tip:<\/strong> Request delivery period extension as soon as you anticipate any delay \u2014 even if you are only a few days behind. A timely, documented extension request shows good faith and significantly improves the probability of the buyer waiving or reducing LD. Waiting until after the delivery period has expired dramatically reduces your options.<\/p>\n<\/blockquote>\n\n\n\nThe Incident System: GeM’s Dispute Resolution Mechanism<\/h2>\n\n\n\n The GeM portal’s primary dispute resolution tool is the Incident system<\/strong> \u2014 an online ticketing mechanism through which both buyers and sellers can report deviations, violations, and concerns.<\/p>\n\n\n\nGeM is committed to providing a fair playing field for all the sellers. In case of any grievance related to deviation\/concern related to buyers\/sellers, one can raise an Incident.<\/p>\n\n\n\n
Any action that violates the terms and conditions stipulated by GeM and relevant regulations is termed a ‘deviation.’ The GeM portal maintains a structured and automated dispute resolution process that relies on individuals to report violations.<\/p>\n\n\n\n
When to Raise an Incident<\/h3>\n\n\n\n Sellers should raise an Incident when:<\/strong><\/p>\n\n\n\n\nConsignee is not generating PRC despite confirmed receipt of goods<\/li>\n\n\n\n Consignee is not generating CRAC despite the 10-day inspection period having lapsed<\/li>\n\n\n\n Goods have been rejected without valid justification or in violation of specifications<\/li>\n\n\n\n Payment has not been released within 10 days of CRAC<\/li>\n\n\n\n Buyer is requesting offline payments or asking sellers to take actions outside the portal<\/li>\n\n\n\n Unreasonable LD has been deducted without contractual basis<\/li>\n\n\n\n Buyer is pressuring seller to accept conditions not in the original contract<\/li>\n<\/ul>\n\n\n\nBuyers should raise an Incident when:<\/strong><\/p>\n\n\n\n\nSeller has not delivered within the contracted delivery period<\/li>\n\n\n\n Goods delivered do not match catalogue specifications<\/li>\n\n\n\n Seller is not responding to communications regarding delivery or replacement<\/li>\n\n\n\n Seller is demanding payments outside the portal<\/li>\n<\/ul>\n\n\n\nHow to Raise an Incident \u2014 Step by Step<\/h3>\n\n\n\n Step 1: Log in to your GeM account (seller or buyer)<\/strong><\/p>\n\n\n\nStep 2: Navigate to the Incident section<\/strong> The Incident option is accessible from the Dashboard or through the Order details page for order-specific incidents.<\/p>\n\n\n\nStep 3: Select the type of deviation<\/strong> GeM categorises incidents by type \u2014 delivery-related, payment-related, quality-related, conduct-related, etc. Select the most accurate category.<\/p>\n\n\n\nStep 4: Enter the details<\/strong> Provide the Order Number, the specific deviation or violation, and a clear description of the issue with dates and factual context.<\/p>\n\n\n\nStep 5: Upload supporting documents<\/strong> Upload all relevant evidence: delivery challans, photographs of goods, correspondence with the Consignee, PRC screenshots, portal records. A well-documented incident is resolved faster than a bare complaint.<\/p>\n\n\n\nStep 6: Submit and track<\/strong> Real-time grievance tracking with chatbot support is available. Note the Incident Number and check the status regularly from your dashboard.<\/p>\n\n\n\nHow to Respond to an Incident Raised Against You<\/h3>\n\n\n\n If an incident is raised against your account by a buyer:<\/p>\n\n\n\n
\nLog in immediately and review the incident details<\/li>\n\n\n\n Assess the allegation \u2014 is it factually accurate?<\/li>\n\n\n\n Gather evidence supporting your position<\/li>\n\n\n\n Submit your response within the platform’s response window<\/li>\n\n\n\n If the allegation is incorrect, provide documentary evidence demonstrating compliance<\/li>\n\n\n\n If partially correct, acknowledge what is accurate and provide context for the disputed portion<\/li>\n<\/ol>\n\n\n\nIgnoring an incident raised against you is one of the fastest paths to account suspension or blacklisting. Account Suspension: Sellers repeatedly violating guidelines may face temporary or permanent suspension. Blacklisting: Severe violations such as fraudulent activities or selling fake products can result in permanent blacklisting from the GeM portal.<\/p>\n\n\n\n
Incident Resolution Timeline<\/h3>\n\n\n\n GeM’s incident system typically operates on the following timeline:<\/p>\n\n\n\n
\nInitial response expected from the respondent: within 3\u20137 working days<\/li>\n\n\n\n GeM review and investigation: 7\u201330 working days depending on complexity<\/li>\n\n\n\n Resolution or escalation: upon completion of investigation<\/li>\n<\/ul>\n\n\n\nThe process for dispute resolution or addressing platform-related issues can sometimes be slow, affecting user trust and efficiency. For time-sensitive matters, following up through GeM’s helpdesk and the GeM SAHAY portal in parallel accelerates resolution.<\/p>\n\n\n\n
Handling Payment Delays on GeM<\/h2>\n\n\n\n Payment delay is the most common and financially damaging issue faced by GeM sellers \u2014 particularly MSMEs and small businesses for whom cash flow is critical.<\/p>\n\n\n\n
The Payment Timeline<\/h3>\n\n\n\n In case of goods, 100% payment will be released within ten (10) days of issue of Consignee Receipt-cum-Acceptance Certificate (CRAC) and online submission of bills unless otherwise specified in STC\/ATC. In case of services, 100% payment on the basis of monthly bills will be paid within ten (10) days of issue of CRAC.<\/p>\n\n\n\n
The 10-day payment window is a contractual obligation under GeM’s Standard Terms and Conditions. It is not aspirational \u2014 it is mandatory.<\/p>\n\n\n\n
Penal Interest for Payment Delay<\/h3>\n\n\n\n GeM has implemented a provision for penal interest on delayed payments. “Wherever there will be a clear violation, penal interest will be collected \u2014 but we are liberal in bona fide cases of delayed payments,” said the GeM CEO. This provision acts as a deterrent for departments not to take time in making payments.<\/p>\n\n\n\n
Automated payment delay alerts are sent to the concerned ministry if payment is not processed within the mandated timeline after CRAC. This has improved average payment timelines significantly \u2014 sellers should still track their own receivables.<\/p>\n\n\n\n
Step-by-Step Payment Follow-Up Process<\/h3>\n\n\n\n Step 1: Verify CRAC has been generated<\/strong> Before following up on payment, confirm that the CRAC has been generated by checking the Shipment-wise view in your Order Details. You can view the CRAC and Payment Details in the ‘Shipmentwise’ view available in Order Details.<\/p>\n\n\n\nStep 2: Verify your invoice has been submitted online<\/strong> Payment cannot be processed without the seller’s online invoice submission on the GeM portal. Ensure the invoice is submitted correctly with the right GST details, bank account, and order reference.<\/p>\n\n\n\nStep 3: Verify your bank account is PFMS-verified<\/strong> If the seller’s bank account is not verified by PFMS, payment processing will fail. Go to your Seller Profile, navigate to Bank Details, and click the “PFMS Code Verification” button to initiate or check verification status.<\/p>\n\n\n\nStep 4: Contact the Consignee and DDO<\/strong> If the CRAC has been generated and the invoice is correctly submitted but payment has not been released within 10 days, contact the Consignee and the Drawing and Disbursement Officer (DDO) \/ Paying Authority in writing, citing the CRAC date, the payment obligation under GeM STC, and requesting immediate release.<\/p>\n\n\n\nStep 5: Raise an Incident on the GeM Portal<\/strong> If direct communication does not resolve the delay within 2\u20133 additional working days, raise a Payment Delay Incident on the portal citing the CRAC date, invoice submission date, and number of days elapsed beyond the 10-day window.<\/p>\n\n\n\nStep 6: Monitor the HOD Dashboard Alert<\/strong> The Buyer\/HOD is now able to view the MSE Payment Due, CRAC Due, and Payment Paid chart separately in their dashboard. The automatic payment delay alert sent to the ministry means senior officials are now being notified of payment delays. Reference this in your incident submission.<\/p>\n\n\n\nStep 7: GeM SAHAY for Working Capital<\/strong> For MSMEs facing acute cash flow pressure due to payment delays, the GeM SAHAY<\/strong> initiative enables access to invoice-based working capital from partner banks while the GeM payment is being processed. Through this platform, MSME sellers can access working capital from banks.<\/p>\n\n\n\nBid Representation: Disputes Before the Order Is Placed<\/h2>\n\n\n\n Disputes on GeM do not only arise post-delivery. Sellers also have recourse when they believe a bid has been designed unfairly or contains objectionable clauses.<\/p>\n\n\n\n
If any seller has any objection or grievance against additional clauses or otherwise on any aspect of a bid, they can raise their representation against the same by using the Representation window provided in the bid details field in the Seller Dashboard after logging in as a seller within 4 days of bid publication on GeM. The Buyer is duty bound to reply to all such representations and would not be allowed to open bids if the buyer fails to reply.<\/p>\n\n\n\n
This is a powerful but underused tool. If you find that a bid contains:<\/p>\n\n\n\n
\nArbitrary ATC clauses that favour a specific seller<\/li>\n\n\n\n Specifications that match only one particular product<\/li>\n\n\n\n Unreasonable financial qualification requirements<\/li>\n\n\n\n Clauses inconsistent with GeM’s standard terms<\/li>\n<\/ul>\n\n\n\n…file a representation within 4 days of bid publication. The buyer is legally required to respond, and the bid cannot be opened until they do. This prevents discriminatory procurement from proceeding unchallenged.<\/p>\n\n\n\n
Seller Rating and Performance Metrics<\/h2>\n\n\n\n Every dispute, delay, rejection, and incident affects a seller’s performance metrics on GeM. Understanding how the rating system works helps sellers prioritise dispute resolution actions.<\/p>\n\n\n\n
The new seller analytics dashboard shows bid win rate, average order value, repeat buyer percentage, and category-wise performance.<\/p>\n\n\n\n
Dispute Resolution: Sellers must proactively address complaints and disputes through the GeM grievance redressal system. Performance Metrics: Consistently high ratings enhance seller visibility and chances of receiving more orders.<\/p>\n\n\n\n
Factors that negatively affect seller ratings:<\/strong><\/p>\n\n\n\n\nDelivery delays (even those where LD was accepted)<\/li>\n\n\n\n High rejection rates<\/li>\n\n\n\n Unanswered incidents raised by buyers<\/li>\n\n\n\n Returns due to quality issues<\/li>\n\n\n\n Negative Consignee feedback<\/li>\n<\/ul>\n\n\n\nFactors that positively affect seller ratings:<\/strong><\/p>\n\n\n\n\nOn-time delivery<\/li>\n\n\n\n Zero rejection rate<\/li>\n\n\n\n Proactive communication with Consignees<\/li>\n\n\n\n Quick resolution of any incidents raised<\/li>\n\n\n\n Consistent CRAC generation within inspection window<\/li>\n<\/ul>\n\n\n\nA high seller rating directly impacts visibility in direct purchase listings and improves win probability in competitive bids. Sellers with consistently poor ratings risk being deprioritised in listing visibility \u2014 a significant commercial disadvantage on a platform where government buyers often sort by rating.<\/p>\n\n\n\n
Penalties for Sellers: What to Watch Out For<\/h2>\n\n\n\n Beyond Liquidated Damages, sellers face additional penalties for specific violations of GeM’s terms and conditions.<\/p>\n\n\n\n
Financial Penalties: Non-fulfillment of orders, delays, or misrepresentation can lead to monetary fines. Account Suspension: Sellers repeatedly violating guidelines may face temporary or permanent suspension. Blacklisting: Severe violations such as fraudulent activities or selling fake products can result in permanent blacklisting from the GeM portal.<\/p>\n\n\n\n
Specific conduct violations that attract penalties:<\/strong><\/p>\n\n\n\n\nSelling counterfeit, substandard, or products not matching catalogue specifications<\/li>\n\n\n\n Misrepresenting product details, brand, or manufacturer information<\/li>\n\n\n\n Demanding or accepting payments outside the GeM portal<\/li>\n\n\n\n Providing false certifications or compliance declarations<\/li>\n\n\n\n Attempting to influence Consignees or buyers offline to manipulate outcomes<\/li>\n<\/ul>\n\n\n\n\n\u26a0\ufe0f Warning:<\/strong> The GeM portal maintains a Red Flag system for sellers with outstanding violations. A Red Flag indicates a serious deviation from GeM’s terms. A seller with active Red Flags faces reduced visibility, inability to bid on new tenders, and potential account action. Address any compliance issues immediately before they escalate to Red Flag status.<\/p>\n<\/blockquote>\n\n\n\nCommon GeM Return and Dispute Scenarios<\/h2>\n\n\n\n Scenario 1: Consignee Not Generating CRAC After Delivery<\/strong> A Delhi-based electronics supplier delivers 50 laptops to a government office. The Consignee generates the PRC on Day 1 but does not generate the CRAC even after 15 days \u2014 well beyond the 10-day inspection window. The supplier contacts the Consignee twice by phone with no result. The supplier raises a Payment\/CRAC Delay Incident on the portal, attaching the PRC date, delivery challan, and communication records. GeM’s system sends an automated alert to the HOD. The CRAC is generated within 3 days of incident submission. Payment follows within 10 days.<\/p>\n\n\n\nScenario 2: Unjustified Rejection of Goods<\/strong> A Mumbai-based office furniture manufacturer delivers chairs to a state government department. The Consignee rejects 30 chairs citing “non-conforming specifications” \u2014 but the chairs match the catalogue specifications exactly and were manufactured to the same standard as a previous accepted order. The seller raises an Incident attaching the product catalogue, photographs, quality test certificates, and the previous accepted order’s CRAC. GeM’s investigation confirms the rejection was unjustified. The Consignee is directed to generate CRAC for the rejected quantity.<\/p>\n\n\n\nScenario 3: Late Delivery and LD Deduction<\/strong> A Bengaluru-based IT company wins a bid for laptops with a 30-day delivery period. Due to a supply chain disruption, delivery is possible only by Day 38. The seller immediately requests a Delivery Period Fixation through the portal, explaining the reason. The buyer grants a Delivery Period Fixation (re-fixing the period without LD liability). Delivery is completed on Day 38 with no LD deduction. Had the seller not requested the extension, LD of 0.5% \u00d7 (8 days \/ 7) = 0.57% would have been automatically deducted.<\/p>\n\n\n\nScenario 4: Objectionable Bid ATC Clause<\/strong> A Pune-based stationery supplier finds a GeM bid with an ATC clause requiring “minimum 10 years’ experience in government supply” \u2014 a condition that effectively disqualifies all but a handful of established suppliers. The seller files a Representation through the portal within 4 days of bid publication, citing that the experience clause is not a standard GeM requirement and appears designed to limit competition. The buyer is required to respond; failing a satisfactory response, the bid cannot proceed and is reviewed by GeM administrators.<\/p>\n\n\n\nBest Practices: Avoiding Returns and Disputes on GeM<\/h2>\n\n\n\n 1. Know your STC and ATC before you accept the order<\/strong> Every GeM order comes with Standard Terms and Conditions and may include Specific or Additional Terms and Conditions. Read these before accepting \u2014 they govern delivery timelines, quality standards, inspection procedures, and payment terms specific to that order.<\/p>\n\n\n\n2. Deliver exactly what your catalogue says<\/strong> The most common reason for rejection is product non-conformity with catalogue specifications. Ensure every unit dispatched matches the approved catalogue exactly \u2014 specifications, brand, model, and any compliance certificates required.<\/p>\n\n\n\n3. Communicate proactively with the Consignee<\/strong> Sellers can now message buyers directly through the portal for CRAC follow-up. Use the integrated messaging system to share dispatch details, tracking numbers, and expected delivery dates. A Consignee who knows when to expect delivery generates the PRC faster.<\/p>\n\n\n\n4. Generate dispatch documentation with QR codes<\/strong> Buyers\/Consignees can use the QR code to track dispatched goods. Sellers may generate the dispatch slip with basic Consignee, Order, and Shipment information and attach dispatch slips along with shipments. QR-coded dispatch documentation reduces disputes over delivery dates.<\/p>\n\n\n\n5. Track your CRAC and payment status daily<\/strong> Follow the steps to view an Invoice: Login \u2192 Click on Order \u2192 Search Order Number \u2192 Click on Shipmentwise to view all generated invoices \u2192 View Details for CRAC and Payment information. Daily monitoring catches payment delays early, enabling timely intervention.<\/p>\n\n\n\n6. Keep all compliance certifications current<\/strong> The Compliance Status Tracker new dashboard section shows certification validity dates and alerts when certifications are approaching expiry. An expired BIS certification, QCI mark, or other required compliance document discovered during inspection is grounds for rejection.<\/p>\n\n\n\n7. Request delivery extensions early<\/strong> If delivery will be late, request the extension before the deadline passes. Proactive extension requests are viewed far more favourably by buyers than post-deadline requests.<\/p>\n\n\n\nEscalation Beyond the Incident System<\/h2>\n\n\n\n When the incident mechanism does not resolve a dispute satisfactorily, GeM’s terms provide for escalation.<\/p>\n\n\n\n
Level 1: Incident System on GeM Portal<\/strong> Primary mechanism for all disputes. Raise, respond, and track through the portal.<\/p>\n\n\n\nLevel 2: GeM Helpdesk and Support<\/strong> Contact GeM support at helpdesk-gem@gem.gov.in<\/strong> or through the portal’s chatbot and ticket system for unresolved or escalated incidents.<\/p>\n\n\n\nLevel 3: Ministry and HOD Escalation<\/strong> For payment delays and major disputes involving government departments, escalation to the HOD of the buyer organisation through official correspondence is appropriate. The HOD’s dashboard now shows payment delay status, making them formally aware of outstanding obligations.<\/p>\n\n\n\nLevel 4: CPGRAMS (Centralized Public Grievance Redress and Monitoring System)<\/strong> Sellers can log in to their GeM account and contact the Online Grievance Redressal Portal. CPGRAMS (pgportal.gov.in) is the Government of India’s central grievance portal where complaints against government departments \u2014 including payment delays \u2014 can be formally lodged and tracked.<\/p>\n\n\n\nLevel 5: Arbitration<\/strong> Any of the matters in dispute or difference may be referred to arbitration under GeM’s terms and conditions. For significant financial disputes that cannot be resolved through the platform mechanisms, the GeM contract contains an arbitration clause. Arbitration is a formal legal process and should be pursued with the assistance of a legal advisor.<\/p>\n\n\n\n
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