An RTO (return to origin) is a cash-on-delivery parcel the shopper refused at the door. It costs you the courier's charge out and back, often a COD charge, and the stock is away for a week or more. Analytics › RTO shows where that happens in your store and lets you act on it at once. It needs the right to see analytics; acting on PIN codes needs the right to change settings.
The Report
The top of the page shows your RTO rate: of the COD parcels that settled in the range (delivered, or refused and returned), the share that came back. Beside it: the money lost, parcels still on the way, and COD orders cancelled before shipping. Choose 30 days, 90 days, 6 months or a year.
| Section | What It Shows |
|---|---|
| Over Time | The rate week by week (a month at a time for 6 months or a year) |
| Where Parcels Come Back | By state, city or PIN code, with how many of how many parcels came back |
| What Comes Back | By product or collection |
| How It Went Out | By courier, or by order value |
| Who Ordered | A first order from the mobile, against shoppers who ordered here before |
| How They Paid | Cash on delivery, part paid online with the rest in cash, and paid online |
| What Refused Parcels Cost | Your estimates per parcel and the total lost in the range |
The money lost is an estimate: delivery out, the return and the COD charge for each refused parcel. Change the estimates in COD Rules and PIN Codes. Where a label run recorded your courier's own rate for a PIN code, that rate is used instead.
The PIN Codes Table
Open the PIN Codes tab. Each PIN code shows its settled COD parcels, how many came back and the rate. A PIN code is RTO-heavy when at least 30% of 5 or more settled parcels came back (both numbers are yours to change). When your store has fewer than 5 parcels to a PIN code and takes part in the Mercayo Trust Network, the table also shows the PIN code's rate across other Mercayo stores, as counts only. Sort by rate, returns or parcels, set the least parcels a PIN code needs to be listed (3 by default), search by the start of a PIN code, or show only RTO-heavy PIN codes or those with COD off.
Choose PIN codes, then:
- TURN OFF COD: no cash on delivery there; shoppers can still order and pay online. UNDO puts COD back.
- ASK PART PAYMENT: COD orders there pay your usual advance online now and the rest in cash.
- HOLD FOR A CALL: COD orders there wait in Unconfirmed until someone calls the shopper.
- ADD TO A RULE: the PIN codes join one of your own Part Payment Rules.
On a phone, choose rows with their boxes; the actions open from the bar at the bottom, and the filters from FILTER.
Common Questions
Why does a PIN code show "Too few parcels yet" under Across Mercayo? Mercayo shows other stores' rate only from 20 parcels at 3 or more stores, so no single store's numbers can be read from it.
Do refused prepaid parcels count? The rate is about cash on delivery. Refused prepaid parcels show in How They Paid.