Return Orders

Product Info

Return Order Basics

• You can create one return order per SKU from a forward order.

• Maximum 2 SKUs allowed in one QC return order.

• Payment mode for return orders is prepaid by default.

• Manifest and label do not need to be downloaded from the panel — the courier FE brings the label at pickup.

• For return orders, pickup is automatically scheduled once the AWB is assigned — no manual scheduling needed.

• Up to 3 pickup attempts are made for return orders. If QC fails, no further attempts are made.

Reverse Pickup Cut-Off Times

Couriers Supporting QC Returns

Ekart, Xpressbees, Ecom Express, Shadowfax, Bluedart, Delhivery

Return Delivery TAT

• Standard TAT: 20 working days

• Targeted delivery time communicated to sellers: 12–15 working days

Quality Check (QC) for Returns

When QC is enabled, the courier executive checks the returned product against your specified parameters before accepting the pickup. If QC fails, pickup is declined.

QC Parameters available:

• Product Name, Image, Size, Brand Name, Colour

• Unique Product Identifier (Serial No. / IMEI) — for electronics

Refund Modes Available to Sellers

Exchange Orders

• Can only be created for delivered orders.

• Items must be within the return/exchange window set by the seller (1–30 days).

• No platform fee charged by Shiprocket for exchange processing; reverse logistics charges apply.

• After exchange request: reverse pickup auto-generated for original product; forward shipment auto-created for replacement.

• Currently supports like-to-like exchange only (same product, size, or variant unless manually adjusted).

Exchange Enabled Sellers:

Exchange SOP:

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SOP — Return Order Creation

System Check

Copy link from SPARK / Click on Internal ICRM > Click on Seller Info.

Ways to Create Return

1. From Delivered Orders

2. Manual Return Order

Method 1 — From Delivered Orders (Steps)

1. Go to Orders > All Orders.

2. Select Delivered shipment > Click Create Return.

3. Click on Returns.

4. Prefilled order details will open.

5. Buyer address → Pickup address (default).

6. Seller address → Delivery address (default).

7. Option to change/add drop address if required.

Method 2 — Manual Return Order (Steps)

1. Go to Returns tab.

2. Click on Add Return.

3. Fill required details (order, customer, pickup & delivery details, product info).

Required Details

• Pickup POC: Buyer name, contact, complete address (with landmark)

• Order Details: Return ID / Generate, date, channel

• Product Details: SKU, quantity, price (mandatory)

• Return Reason: Select reason + upload images (if any)

• Delivery Address: Warehouse/store address

• Weight & Dimensions: As per product

• Payment Mode: Prepaid (default)

Important:

• No need to print label/manifest (FE will carry)

• After creation → Go to Returns tab → Initiate Return

• If pickup delayed → Raise issue to FM LOPS

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SOP — Return Pickup Delay

If return pickup is delayed — raise a ticket to FM LOPS.

Nugget Ticket (NFCR)

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SOP — Return Shipment Delivery (In TAT)

As per the standard process, the delivery timeline for return shipments is up to 20 days from the picked up date. We will make efforts to expedite the process; however, we request you to kindly allow the stipulated timeline for completion.

Issue category: Reverse Shipment/Shipment Delivery Delay
Sub category: Reverse - Delivery TAT Required / Delivery TAT required

Mark as FCR Resolved.

Nugget Ticket (FCR)

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SOP — Return Shipment Delivery (Out of TAT)

The timeline for the reverse/rto delivery is 20 days from the picked date/rto initiated date. If breached then assign the case to the LOPS team. It's an NFCR case.

Timeline: 1-2 working days for an update from the team.

Issue category: Reverse Shipment/Shipment Delivery Delay
Sub Category: Delay in Shipment Delivery / Reverse - Delivery Delay

Nugget Ticket (NFCR)

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SOP — Quality Check Activation

We will assign the case to the LOPS reverse channel for reverse courier Quality Check activation. Further process and activation will be handled by the LOPS team.

Issue category: Others
Subcategory: Courier activation
Channel: LOPS Shipment Reverse

Timeline is 2 working days for an update once we assign the case to the reverse courier team.

Nugget Ticket (NFCR)

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How to Do on Seller Panel

Create a Return Order from Delivered Orders

1. Go to Orders > Delivered tab.

2. Find the order by AWB or Order ID.

3. Click Create Return & Exchange.

4. Select Return Order > Proceed.

5. Verify or update: pickup address (buyer's), destination (your address), order details, product details, package details.

6. Click Next to finalize.

Create a Manual Return Order

1. Go to Returns from the left menu.

2. Click Add Return.

3. Fill all required fields (buyer details, warehouse details, order/product details, return reason, package details).

4. Click Create Return Order.

5. Assign courier by clicking Initiate Return.

Cancel a Return Order

1. Go to Returns > All tab.

2. Search the Order ID or AWB.

3. Click More (...) > Cancel Order.

4. Confirm by clicking Yes, Cancel.

Cannot cancel when in Out for Pickup status.

Reassign a Return Order's Courier

1. Go to Returns > All tab.

2. Search by Order ID.

3. Click Re-Assign to choose a different courier.

Not available in Out for Pickup status.

Enable Quality Check (QC) for Returns

Settings > Return Settings > QC Settings > Toggle ON

Or from: Buyer Experience > Return & Exchange Policy > QC Settings

Convert a Non-QC Order to QC Order

1. Go to Returns > New Returns tab.

2. Click More (...) > Convert to QC Order.

3. Upload product image and optionally enable QC for all future shipments.

4. Click Submit.

Configure Refund Settings

Settings > Return Settings > Refund Settings

Enable auto-refund triggers:

• At Picked Up status

• At Delivered status

• At Acknowledged status

Acknowledge a Return Received

1. Go to Returns > Return Received tab.

2. Click Acknowledge next to the order.

3. Optionally enter QC comments.

4. Click Mark Acknowledge.

Initiate a Refund to Customer

1. Go to Returns > Pending for Refund tab.

2. Click Initiate Refund next to the order.

3. Enter refund amount and select refund mode (Store Credit or Manual via Other Modes).

4. Click Refund.

Create an Exchange Order (Live for selected sellers)

1. Go to Returns > Return & Exchange or Orders > Delivered tab.

2. Click Create Return & Exchange > Exchange Order > Proceed.

3. Fill buyer details, pickup and delivery addresses, exchange reason, return product details, exchange product details.

4. Add package weight and dimensions for both return and exchange product.

5. Finalize and create.

Create Bulk Return Orders

1. Go to Returns > Add Returns > Bulk Return tab.

2. Download the template, fill data, upload file.

3. Orders appear in the Returns section automatically.

Download Refund Report

Returns > Return Received tab > Download Report > Refund Report

Report is sent to registered email or available in the Report Panel.

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Mobile App — How to Do

Create a Return Order (Mobile)

1. Tap Add Order from the bottom menu.

2. Select Return Orders.

3. Select return address, then enter customer details for pickup.

4. Add Order Details: Order ID, date, channel.

5. Add Product Details: product name, quantity, unit price, SKU.

6. Tap Next.

7. Add Package Details: weight and dimensions.

8. Add Return Details: select reason, upload images (optional).

9. Tap Create Return Order.

10. Assign courier and schedule pickup via Ship Now.

Check Return Orders (Mobile)

Three-dots menu at bottom > Returns > view all return shipments, track, or initiate return.

Check Return Order Statuses (Mobile)