6 min read
Returns and RTO
There are two ways a parcel comes back to you:
- A return. The customer got the order and wants to send something back, for example a mousepad that arrived with a torn corner.
- An RTO (return to origin). The courier could not deliver the parcel and brought it back to you. The customer never got it.
Both show up in Orders → Returns. Customer returns and RTOs are kept apart with the RTO filter.
What this is for
- A customer asks for a return from their own account, with photos, and you do not have to chase them on WhatsApp for details.
- You decide in one place: accept, say no with a reason, book a courier to collect it, check it when it arrives, and give the money back.
- Stock goes back on the shelf by itself when a good item comes back.
- When a courier brings a parcel back, you see it straight away, put the items back in stock with one click, and then refund the customer or send it again.
Set your return rules
Go to Settings → Returns. The defaults suit most shops, so you can leave them as they are.
| Setting | What it means | Default |
|---|---|---|
| Let customers ask for returns online | Shows the Return or exchange button on the customer’s order page. | On |
| How many days after delivery can they ask? | How many days after delivery a customer can ask. | 7 days |
| Which reasons do you accept? | The reasons shown to the customer. Untick the ones you do not accept, for example “I changed my mind”. | Everything except “I changed my mind” |
| Put items back in stock automatically | When a returned item arrives in good condition, add it back to your stock. | On |
| When you give money back, suggest | What the refund step suggests first: back to the way they paid, or store credit. You can still pick the other one each time. | Back to the way they paid |
How a customer asks for a return
- The customer signs in to your shop and opens Account → the order.
- They see how many days are left to return, and which items can go back.
- They select Return or exchange, choose the items and how many, pick a reason in plain words, add a note and up to 3 photos if they like, and send it.
- They can come back to the order page any time to see where the return stands.
The button only shows once the order is delivered and while the return window is open.
What you do
Open the return
Go to Orders → Returns. New requests are under Needs your decision. Open one to see the items, the reason, the customer’s note and their photos.
Accept it, or say no
- Approve return: then choose how the parcel comes back.
- (Courier) picks it up from the customer: we book a reverse pickup with your courier and save the return tracking number. Delhivery and Shiprocket both support this (and the Demo courier, for trying it out).
- Ask the customer to send it: the customer packs it and sends it to you themselves.
- Decline: write a short reason, for example “The mousepad has been used”. The customer sees it in the email and on their order page.
You can also open a return yourself for a customer who phoned you: open the order and use Create return.
Mark it received
When the parcel reaches you, select Mark as received and check its condition: Good, can be sold again, Used or Damaged. Good items go back in stock automatically if that setting is on. Otherwise select Put back in stock when you are ready.
Give the money back, or send a replacement
- Refund: full or part of the amount, back to the way the customer paid (Razorpay, Cashfree, Decentro, or a UPI or bank transfer you send yourself). The amount is filled in for you.
- Store credit: a gift card for the amount, emailed to the customer, which they use at checkout next time.
- Exchange: we make a free draft order with the same items for the same address. Open it under Orders → Drafts, check it and turn it into an order to ship it.
Emails the customer gets
Each step sends the customer a short email (and WhatsApp, if you have it connected):
| When | |
|---|---|
| They send the request | “We got your return request” |
| You approve it | “Your return is approved”, saying whether a courier will collect it or they should send it |
| You reject it | “We could not accept this return”, with your reason |
| The parcel reaches you | “We received your return” |
| You refund or give store credit | “Your refund is on its way” |
RTO: when the courier brings a parcel back
When the courier’s tracking says a parcel is coming back to you, we do three things by ourselves:
- The order gets a Returned to you (RTO) task, shown on the order page and in Orders → Returns under the RTO filter.
- A note is added to the order’s timeline.
- The order’s Fulfilment status shows Returned.
Then you decide:
- Put back in stock: one click adds the items back to your stock.
- Refund the customer: for a prepaid order the full amount is filled in, since the customer got nothing.
- Send it again: books a new shipment with the same courier. If you already put the items back in stock, they are taken out again.
- Close without refund: nothing more to do.
Add what the courier charged you for the RTO on the task. It is added up in Orders → Shipments → RTO.
RTO numbers in Shipments
Orders → Shipments → RTO shows the last 30 days: how many parcels came back, what share of your shipments that is, the value of the goods, the courier charges you entered, and how many RTOs still wait for a decision. A high RTO share usually means wrong addresses or phone numbers, so it is worth checking your checkout and confirmation messages.
Common problems and fixes
| Problem | Why it happens | Fix |
|---|---|---|
| The customer does not see Return or exchange | The order is not delivered yet, the window has passed, or returns are off. | Check Settings → Returns. You can still open a return for them from the order page. |
| The courier pickup option is missing | No connected courier supports reverse pickups. | Connect Delhivery or Shiprocket in Apps, or use Ask the customer to send it. |
| Shiprocket says it created the return but gave no courier | Shiprocket could not pick a courier for that PIN code. | Open the return in Shiprocket and assign a courier there. |
| Refund button says “more than is left to refund” | Part of the money was already refunded from the order page. | Enter a smaller amount. |
FAQ
Does a returned item always go back in stock?
Only if it arrives in good condition and Put items back in stock automatically is on. For anything else, select Put back in stock yourself when you are happy with it.
Can a customer return part of an order?
Yes. They choose the items and how many. They can ask again later for the rest, while the window is open.
How long does a refund take to reach the customer?
Refunds to UPI and cards usually show in 5 to 7 working days, depending on their bank. Store credit is instant.