RTO and NDR

Product Info

Key Terms

• NDR (Non-Delivery Report): A report raised when a delivery executive cannot deliver a shipment.

• RTO (Return to Origin): After 3 failed delivery attempts, the courier initiates a return to the seller's address.

• BPR (Buyer Positive Response): Buyer confirmation taken on call to reattempt delivery.

• RTO-NDR: When an RTO shipment cannot be delivered back to the seller.

• RTO Acknowledged: Seller has acknowledged receipt of the RTO shipment from the panel.

• RTO EDD: Estimated delivery date for an RTO shipment back to the seller. Visible in Orders > RTO tab.

NDR — How It Works

When a delivery attempt fails:

1. NDR is raised with an "undelivered" reason.

2. Seller receives options via WhatsApp / panel / IVR to reattempt or RTO.

3. Courier makes up to 3 total delivery attempts.

4. After 3 failed attempts — shipment is marked RTO Initiated.

Exception: If the NDR reason is "Customer Refused OTP Verified," the shipment is sent to RTO without waiting for 3 attempts.

RTO-NDR Rules

• Seller must take action within 10 days of RTO NDR being raised.

• If no action in 10 days — shipment is disposed off.

• Only 1 reattempt allowed. If second attempt fails — shipment is disposed off.

Email Notifications to Seller:

• When RTO NDR is raised — email within 4 hours (includes all AWBs).

• Day 5 — reminder email.

• Day 9 — final reminder email.

RTO Zone Delivery TAT

Return delivery TAT (excluding RTO Initiated date and Sundays):

Standard RTO TAT: 20 working days from date of RTO Initiated.

Escalation Rules

• Seller can escalate after RTO EDD has been breached.

• Resolution TAT: 72 hours from raised date.

• Re-escalation allowed within 48 hours of escalation closure.

• Escalation auto-closes when status becomes: RTO NDR, RTO Delivered, Disposed, Destroyed, Lost, RTO Acknowledged, Put Away Done.

Buyer Calling Rules

• No buyer calls can be arranged after 8:30 PM as per TRAI guidelines.

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SOP — NDR

System Check

1. Copy link from SPARK / Click on Internal ICRM.

2. View Details > NDR tab > Check NDR raised date and undelivered reason.

3. Check action taken by seller / buyer.

4. Check NDR communication (check Delivery Boost if enabled).

NDR Seller Action

Panel path: Seller Panel > Shipments > Process NDR > Search AWB > Reattempt / RTO

TAT after BPR: 1–2 working days.

If BPR is pending — assign case to LOPS with theBPR Pending tag.

BPR (Buyer Positive Response) Checklist

When taking BPR on call:

1. Verify buyer's name and product details.

2. Validate non-delivery (NDR) reason from buyer.

3. Confirm if FE contacted or reached for delivery attempt (share attempt date and time).

4. Confirm if buyer is still ready to accept the packed shipment — deny if future delivery more than 2 days or open-box delivery is requested.

5. Confirm alternate mobile number and landmark.

6. Inform buyer they will receive a call from the delivery reattempt team.

7. BPR call control must stay with the advisor — limit seller interference.

NDR CB Team Actions

1. Try BPR once. If no connectivity — raise NFCR to LOPS with BPR Pending tag.

2. If both seller and buyer are unreachable — raise NFCR for delivery reattempt and inform seller via email about non-connectivity.

No Buyer Calls After 8:30 PM Script

I understand your concern Sir / Ma'am. However, as per TRAI guidelines and our policy, buyer calls cannot be arranged after 8:30 PM to ensure privacy. But don't worry — I've escalated your concern to the courier team. Let's wait for their response by (mention TAT).

Nugget Ticket — NFCR (BPR Available)

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SOP — RTO-NDR

📌 Definition: If an RTO/reverse shipment is not delivered, status becomes RTO NDR / Reverse Undelivered. Seller must take action for reattempt.

Action Window: Within 10 days of RTO NDR, seller will receive an auto email and seller can revert on that email for delivery reattempt of RTO/reverse shipment.

If there is no action from the seller side then the shipment is marked as disposed off. In ICRM plugin under the "RTO" tab we can check the RTO NDR reason and seller remarks received from seller side.

Details to ask from seller:

• Who will receive the order — ask for the person name and contact number

• Complete address for the reverse/RTO shipment delivery where the delivery needs to be done

• Seller ready to accept the shipment or not

Assign the case to "LOPS Shipment Reverse/LOPS Shipment RTO" channel.

Note: Once raised, ask seller to wait for 1-2 working days for an update.

Nugget Ticket (NFCR)

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SOP — RTO Initiated (In TAT)

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

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

Mark as FCR Resolved.

Nugget Ticket (FCR)

Return Shipment Delivery Out-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

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SOP — RTO Initiated (Out of TAT)

The timeline for the RTO delivery is 20 days from the 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 selection based on shipment type:

Nugget Ticket (NFCR)

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SOP — RTO Without NDR

If any shipment is initiated for RTO without any delivery attempt (NDR) then assign the case to the LOPS team for the RTO reason and freight refund eligibility (if seller asks).

Issue category: Shipment RTO Sub Category: RTO - Miscellaneous

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

Nugget Ticket (NFCR)

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How to Do on Seller Panel

Process NDR (Reattempt or RTO)

1. Go to Orders > NDR tab (or Shipments > Process NDR).

2. Search by AWB.

3. Click Act on Shipment.

4. Select Reattempt (with updated address/number if needed) or Mark RTO.

Mark an Order as RTO

1. Go to Orders > NDR from the left menu.

2. Click View Details next to the AWB.

3. Click Mark RTO.

Take Action on RTO-NDR

1. Go to Orders > RTO tab.

2. Filter: RTO NDR.

3. Click Reattempt in the Action column.

4. Update phone number and/or address if needed (Delhivery, Ecom Express, Xpressbees only).

5. Select reattempt date.

Raise RTO Delay Escalation

1. Go to Orders > RTO tab.

2. Find the shipment with breached RTO EDD.

3. Click Create Ticket button (visible only when EDD has passed).

4. Enter remarks and submit.

Change Customer Phone Number (Post-Pickup)

1. Wait until the order reaches NDR status.

2. Go to Orders > NDR panel.

3. Click More (...) > Act on Shipment > Update Details.

4. Update the phone number.

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Mobile App — How to Do

Process NDR on Mobile

1. Go to the three-dots menu at the bottom > NDR section.

2. Find the undelivered shipment.

3. Tap Act on Shipment.

4. Choose Reattempt or Mark RTO.

5. For reattempt: update alternate number, landmark, or preferred date.

Check NDR Orders (Mobile)

1. Three-dots menu at bottom > NDR.

2. View all undelivered orders and their NDR reasons.

3. Tap Track Order for real-time status.

Check RTO Orders (Mobile)

1. From bottom navigation, tap Orders.

2. Swipe to RTO tab.

3. View all RTO-status orders.

4. Tap Acknowledge once you have received the returned shipment.