Return Pickups
Return Pickups Booked With Your Own Courier
When you approve a return or an exchange, the item still has to come back. Book the pickup with your own Shiprocket account from the return itself, and follow the parcel scan by scan until it is back with you.
- No fee on your orders, on every plan
- Free for 14 days
Kosha is a demo store on Mercayo. Its products, orders and customers are sample data.
In short
What It Does
On every approved return or exchange, the Return Pickup card offers BOOK RETURN PICKUP. One press and Mercayo, through your own connected courier account:
- creates the return order at your courier, with the shopper's address as the pickup and your pickup address as the destination (the one you chose for returns, or the one your parcels leave from);
- sends the items, their quantities, value and weight, and, when you switch it on, the courier's quality check fields so the item is checked before it is collected (Shiprocket);
- asks which couriers collect from the shopper's PIN code and books one by your Courier Rules where they choose one, else the cheapest. When a courier refuses, the next one is tried, up to three;
- keeps the AWB, the courier and every scan on the return, and emails the shopper who will come and the AWB.
From then on the courier's own updates move it along: Booked, Pickup Missed (with the courier's words, counted once per attempt, and the shopper told the courier will try again), On Its Way Back once collected, and Back With You when it is delivered to you. A return or exchange is marked received the moment it is back, unless you prefer to check it first.
CANCEL RETURN PICKUP cancels the booking and its AWB at the courier until the parcel is collected; the return stays approved, ready to book again.
No courier connected, or the shopper prefers their own? SHOPPER SENDS IT BACK records their courier (India Post, DTDC or your own list) and the tracking number, and the return moves to On Its Way Back.
The Returns queue shows each return's pickup at a glance and filters by it: Not Booked, Booked, Missed, On the Way, Back and Shopper Sending.
For your store
Why It Matters
Approving a return is the easy part; getting the parcel back is where time goes. Without a booked pickup someone copies the shopper's address into the courier's dashboard, pastes the AWB into a spreadsheet and checks every evening whether it was collected. Shoppers in smaller towns rarely have a courier counter nearby, so a doorstep pickup is often the only way an item comes back at all.
Booking from the return keeps everything in one place: the pickup goes to the address on the order, the courier is chosen by the same rules you use for deliveries, and the scans arrive on their own. A missed pickup is visible at once instead of a week later, and the shopper hears about it from you, not from an angry call.
Because the return is marked received the moment the parcel is back, your team's next step is the one that matters to the shopper: the refund or the replacement.
Step by step
How It Works
Connect Your Courier Account
In Settings → Delivery Rates and PIN Codes, connect your Shiprocket account (the same one that books your deliveries; return pickups through Shipway are coming). Return pickups use your account and your rates; Mercayo adds no charge.
Approve the Return or Exchange
In Orders → Returns (or an exchange's page), APPROVE the request. The Return Pickup card appears under it. With Book the pickup when you approve on, the courier is booked at that moment.
Book the Pickup
Press BOOK RETURN PICKUP. The button shows it is working at once; a few seconds later the card shows the courier, the AWB and where it comes back to, and the shopper gets an email.
Follow It Back
The card's Scans fill in from the courier. A missed pickup shows Pickup Missed with the courier's words; the courier tries again and the shopper is told. Before the courier collects it, CANCEL RETURN PICKUP cancels the booking.
Receive It
When the courier delivers it to you, the return or exchange moves to received on its own (or waits for MARK RECEIVED, if you switched that off). Refund it on the order, or ship the replacement.
When the Shopper Sends It
For a shopper who ships it themselves, press SHOPPER SENDS IT BACK, choose their courier and type the tracking number from their receipt. The return shows Shopper Sending until you mark it received.
Your shoppers
What Your Shoppers See
On their order page, under Your Return (or Your Exchange): "A courier (Delhivery) will collect it from your address. Keep the item packed and ready. AWB …", then "Collected by …, on its way back to the store" and "Delivered back to the store". After a missed pickup: "The courier could not collect it and will try again." They get an email when the pickup is booked and when one is missed. While a courier is booked, the order page no longer asks them for their own tracking number.
Settings
Settings You Control
Each one is in your admin. A new store starts with the value shown.
Mercayo
Mercayo's Controls
Mercayo's team can switch return pickups off for a store, or turn automatic booking on or off, with a reason your admin shows; every change is in Mercayo's audit log. Pickups are booked with your own courier account and billed by your courier; Mercayo never books with its own account, never holds the courier's charges and never books for a sample store.
Limits today
Good to Know Before You Start
- Pickups go to one of your pickup addresses; a marketplace seller's part goes back to the seller, who arranges its pickup.
- Pickups are booked through Shiprocket today; Shipway is coming. With Shipway only, SHOPPER SENDS IT BACK records the parcel.
- A missed pickup is retried by the courier on its own schedule; Mercayo does not choose a new pickup date.
- The pickup's courier charge is billed by your courier and shows in your courier's statement, not on the return.
- Messages about the pickup go by email; SMS and WhatsApp messages for it are not sent yet.
Questions
About Return Pickups
Which couriers can collect a return?
The ones your Shiprocket account offers for pickups from the shopper's PIN code. Mercayo asks your account for the reverse pickup couriers and books one by your Courier Rules, else the cheapest.
What happens when the shopper is not home?
The courier reports a missed pickup. The return shows Pickup Missed with the courier's words and the number of attempts, the shopper gets an email, and the courier tries again.
Can I cancel a pickup?
Yes, until the courier collects the parcel: CANCEL RETURN PICKUP cancels the booking and its AWB at the courier. The return stays approved, so you can book again or let the shopper send it.
Does it work without a courier account?
You need Shiprocket connected to book pickups. Without one, SHOPPER SENDS IT BACK records the shopper's own parcel and its tracking number, so every return is still followed.
Who pays for the pickup?
Your courier account, at your courier's rates, as for your deliveries. Whether you pass the cost on to the shopper is your return policy's choice.
Does it work for exchanges too?
Yes. An approved exchange has the same Return Pickup card; once the item is back and received, ship the replacement as usual.
Related
Related Features
- Returns and RefundsLet shoppers ask to return items for a refund; approve, receive and refund from one queue, with the GST credit note issued for you.
- ExchangesShoppers ask for an exchange from their order page, with a reason and, if you require it, an unboxing video; your team takes it step by step.
- Courier Rules and RatesRules by payment, weight, zone, PIN code or product pick each parcel's courier, with a tester, the reason on every order and your account's live prices.
- Shipments and PickupsTabs, filters and search for every parcel; request pickups, print manifests and labels, check or cancel shipments in bulk as background jobs.
- Order TrackingShoppers follow their order on your store's own page: order steps, the courier's timeline, the AWB, documents, and messages from your team.
More in Shipping: Delivery Charges | Delivery Dates by PIN Code | Shipping Labels | Failed Deliveries | Order Tracking | Exchanges | Returns and Refunds | Packing Lists | Branded Shipping Labels | India Post and Your Own Couriers | Courier Rules and Rates | Shipments and Pickups | Delhivery and Blue Dart Direct | Closed Days, Holidays and Cut-off | Local Pickup | Shipping Profiles
