This policy covers two kinds of return shipment: returns that a buyer or seller initiates (reverse pickups), and shipments that come back because they could not be delivered (return to origin, or RTO).
1. Customer returns (reverse pickups)
- A return can be initiated from your dashboard for any serviceable PIN code.
- The courier partner collects the parcel from the customer and delivers it to your return address.
- Reverse shipments are charged at the reverse-logistics rate shown at booking.
- Whether a return is accepted from your customer, and any refund you give them, is decided by your own store policy.
2. What RTO means
A shipment becomes RTO when it cannot be delivered and is sent back to the seller. Common reasons are an incorrect or incomplete address, the customer being unavailable, or the customer refusing the order.
3. Delivery attempts and NDR
When a delivery attempt fails, a non-delivery report (NDR) is raised. You can respond from the dashboard — for example by confirming a new address or phone number, or by asking for another attempt. If no action is taken in the time the courier partner allows, or the attempts are exhausted, the shipment is marked RTO.
4. RTO charges
- Both the forward freight and the return freight are payable for an RTO shipment.
- COD handling charges are generally not applied when the cash was never collected; the rate card on your plan is the reference.
- Charges are deducted from your wallet or adjusted against COD remittance.
5. Receiving returned parcels
Check returned parcels when they arrive. If the contents are damaged, tampered with or missing, note it on the proof of delivery where possible and report it through Support within 48 hours, with photographs. Claims are assessed under the courier partner's terms.
6. Reducing RTO
Order confirmation, address verification and proactive delivery updates all reduce failed deliveries. The platform's automated SMS, email, IVR and AI voice confirmations are designed for this purpose.
7. Changes to this policy
We may revise this policy from time to time. The current version is always published on this page with a new "last updated" date, and continuing to use the platform after a revision means you accept it.
8. Contact us
Questions about this policy can be sent to our support team.
- TranspoShip, A - 51, FIEE Complex, Okhla Phase - II, New Delhi 110020
- Email: support@transpoship.com
- Phone: +91 80691 88600
- Website: transpoship.com