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RTO Protection

Cut returns on Cash on Delivery orders. Each COD order is confirmed by the customer on WhatsApp, with Confirm order and Cancel order buttons, before it ships. Until then couriers and riders can't take it. Orders the customer could not be asked about, or did not answer, wait in Sales → COD confirmations for a call. You can offer COD customers a discount to pay online, ask customers what to do after a failed delivery, stop offering COD to risky buyers or pincodes, and see return rates in the RTO report.

shipping
Where to find it in your admin. Illustration.

Quick start

What it does. Cuts returns on Cash on Delivery orders: the customer confirms each COD order on WhatsApp with Confirm or Cancel buttons before it ships, unconfirmed orders are held from couriers and listed for a call, COD customers can be offered a discount to pay online, failed deliveries are answered on WhatsApp, risky buyers and pincodes lose COD or get a call, and a report shows return rates by pincode, carrier, payment method and product.

Who can use it

  • Off until you switch it on.
  • Your plan decides whether you can use it. The module card in Settings → Modules shows Not in your plan (with See plans) or Paid add-on (with Buy add-on) when it is not included. The features list shows which plans include it.

Switch it on

  1. In your admin, open Settings → Modules.
  2. Find RTO Protection. If it is on the Installed tab, click Enable; if not, open the Browse tab and click Install.
  3. Click Configure to change any setting below (the defaults work for most stores).

Switching it off later stops it working but keeps its data, so switching it back on picks up where you left off.

Settings

  • Time to confirm (hours) — How long the customer has to tap Confirm or Cancel on the WhatsApp message, 1 to 72 hours. Until then the order is held from shipping. Default: 24.
  • When there is no answer — What happens when the time to confirm runs out. Review keeps the order held and lists it under Needs a call; cancel cancels it and returns the stock. Default: Keep the order for a call (review).
  • Send a reminder — Send the confirmation once more halfway through the time to confirm when the customer has not answered. Default: off.
  • Reply to Confirm — Sent on WhatsApp right after the customer taps Confirm order. Leave it empty to send no reply. Up to 500 characters. Default: Thank you, your order is confirmed. We will ship it soon.
  • Reply to Cancel — Sent on WhatsApp right after the customer taps Cancel order. Leave it empty to send no reply. Up to 500 characters. Default: Your order has been cancelled. Nothing is owed. We hope to see you again soon.
  • Offer a discount for paying online — Offer COD customers a discount to pay online instead: on the order confirmation page and in the reply to Confirm order. Paying converts the order to prepaid. Default: off.
  • Discount type — A percent of what the customer would pay on delivery, or a fixed amount in your store currency. Default: Percent of the amount due.
  • Discount — The percent (1 to 50) or the amount in your store currency (e.g. 50 = 50.00). Tax included: the customer saves exactly this. Default: 5.
  • Most a percent discount takes off — In your store currency. 0 = no cap. Only for a percent discount. Default: 0.
  • Ask after a failed delivery — When a courier reports a failed delivery attempt, ask the customer on WhatsApp: Deliver tomorrow, Change address or Cancel order. The answer goes to the courier when it supports that action. Default: on.
  • No COD after this many returns — Checkout does not offer Cash on Delivery to a phone number or email with at least this many returned (RTO) orders. 0 = off. Default: 0.
  • Call after this many returns — A COD order from a phone number or email with at least this many returned orders goes to the call list. 0 = off. Default: 0.
  • Pincodes without COD — One pincode per line, or separated by commas. Checkout does not offer Cash on Delivery for these.
  • Pincodes to call — COD orders to these pincodes go to the call list.
  • Pincode return rate (%) — A pincode where at least this percent of finished shipments in the last 180 days came back. 0 = off. Default: 0.
  • Shipments needed for a rate — A pincode's return rate counts only once it has at least this many finished shipments. Default: 20.
  • For a high-return pincode — What happens for a pincode at or above the return rate. Default: Put the order on the call list.
  • Incomplete addresses — An address without a house or flat number, without a landmark or locality, or very short. Default: Off.

Related

Questions? See the store guide or contact CartWhizz support.

In depth