This policy defines the structured process for handling undelivered shipments (Return to Origin – RTO) while minimizing operational costs and business losses.
- A minimum of three (3) delivery attempts will be made before marking a shipment as RTO
- Delivery attempts are conducted:
- On different days
- At varying time intervals
- Final attempt may include customer confirmation via phone call
A shipment will be marked as RTO under the following conditions:
- Customer unavailable after all delivery attempts
- Incorrect or incomplete delivery address
- Customer refuses to accept the shipment
- Customer phone is unreachable or non-responsive
- RTO processing begins after the final failed delivery attempt
- Shipments are returned within five (5) working days
- Status updates are reflected in the tracking system
Both forward and return delivery charges are applicable
Charges will be:
- Deducted from COD settlements
- Or invoiced separately to the client
Additional charges may apply for:
- Multiple delivery attempts
- Special handling or remote locations
To manage operational risk:
If a clients RTO ratio exceeds acceptable limits:
- Additional charges may be applied
- COD services may be restricted
- The account may be flagged, limited, or suspended
The Client is responsible for:
- Confirming all orders before shipment
- Providing accurate and complete customer information
- Ensuring customer availability
- Maintaining an acceptable delivery success rate
