FAQ

What is RTO ?

RTO stands for Return to origin. It refers to orders which have been shipped by the supplier, but were not delivered to the customer due to various reasons such as incorrect address, customer’s refusal of order, customer unavailability etc.

 

How are RTO charges calculated?

RTO charges are applicable on all RTO orders. The charges vary as per product weight. You can check the applicable RTO charges for any product from its
product page before pushing it to Shopify. All charges mentioned there are
inclusive of GST.

What does RTO risk mean?

RTO Risk is our system’s prediction of how likely an order is likely to be RTOed.
We classify orders as High, Moderate and No Risk.
How is RTO risk calculated?
Based on millions of historical and recent orders, our algorithm factors in various
order parameters such as pin code, customer address, price, category, etc. and
predicts the probability of RTO happening and assigns a risk score.

When is RTO risk calculated, and where is it displayed?

RTO risk is calculated as soon as the order is synced ,(expect a few minutes processing time) and is displayed on your dashboard. As of now, RTO risk is only calculated for cash on delivery orders. One of my orders has been flagged as High / Moderate Risk. What do I do? Below the risk score of each order, the reason for the risk is also displayed. Depending on this reason, you may take appropriate action steps to reduce the risk.

Reasons for RTO Risk
Action Step Recommended

1. Address Incomplete Our system suspects the Address is incorrect /
insufficient for delivery to happen.
Contact your customer and get the address updated.
2. Buyer RTO history Based on historical data for the buyer for similar order
parameters, our system predicts high chance of RTO.
High Risk: Cancel the Order.
Moderate risk: Contact the customer and confirm their intent in accepting the
order.
3. Margin range. The margin set for the product is higher than recommended.
The recommended margin for the product is between X1and X2. We suggest you set this for future orders (For every order falling in this risk category, our system will share optimal margin ranges).
4. City RTO History Based on historical data for the buyer’s location, our system
predicts high chance of RTO.
Contact your customer and confirm their intent in accepting the order.
5. Pin code RTO History Based on historical data for the buyer’s pin code, our
system predicts high chance of RTO.
Contact your customer and confirm their intent in accepting the order.
6.Customer Reachability Our system was unable to verify the phone number
shared by customer. (This does not directly mean the number is inactive).
Contact your customer and confirm their intent in accepting the order.
7.Invalid Address ,Our system detects that this address is junk or random (Eg:
gibberish like asdfssss)
Contact your customer and get the address updated
8.Short Address length ,Our system suspects that this address might be incomplete
for delivery to happen (Typically, for an address to be complete, it needs to have
4 words or & 25 characters)
Contact your customer and get the address updated
9.House/Flat No Absent ,Our system does not find a house / flat number in this
address (Historically, addresses with house / flat numbers are more accurate for
delivery to be successful, and also showcase customer intent)
Contact your customer and get the address updated
My order has been flagged as High / Moderate Risk because of Short Address
Length or Invalid Address. What does this mean and what do I do?
For delivery to be successful. the customer address needs to be complete. By
invalid address, our system detects that the address does not have functional words, but gibberish (say xnururnjnjsew) . By short address length, we suspect that the address is not long enough to be complete. You are advised to contact your customer and get the address updated, by clicking on the view / Edit Details button in the customer details column for the order on your clout dashboard. As soon as you update the address, the system re calculates the RTO risk and assigns a new Risk category.