Every cash on delivery parcel that comes back undelivered (RTO) costs you two trips and days of held stock. RTO Shield scores each COD order from 0 to 100 as it is placed, says why in plain words, and can act on risky orders by itself, only in the ways you choose. Prepaid orders are not scored.
Where You See It
- The order page: an RTO Risk card with the score on a meter, the level (low, medium, high), each reason with its points (biggest first), what was done and when it was scored.
- The Orders list: an RTO Risk column on every COD order, with the biggest reason under it on the Unconfirmed tab.
The shopper never sees the score, the level or the reasons.
What Raises or Lowers the Score
| Signal | Effect |
|---|---|
| Your COD parcels to this PIN code in the last year: a high returned share (at least 5 settled) | +8 to +25 |
| Many parcels to this PIN, almost none returned | −5 |
| Too few of your own parcels to judge: the PIN's returns across Mercayo's real stores (counts only, never who ordered) | +6 to +20 |
| This mobile refused parcels from you before | +30 (once), +45 (twice or more) |
| This mobile took parcels from you and refused none | −10 or −20 |
| A mobile that never ordered from you | +5 |
| Two or more COD orders cancelled before shipping in 180 days | +10 |
| Two or more other orders in 24 hours | +10 |
| A mobile of repeated or counting digits | +20 |
| A very short address, no house or flat number, or junk letters | +8 to +15 |
| The city typed is not the PIN's city or district | +5 |
| A junk name | +8 |
| A high order value (₹3,000 by default; twice it counts more) | +10 or +18 |
| Placed between midnight and 6 am | +8 |
Medium risk starts at 35 and high at 65 by default.
Actions (All Off by Default)
For each action choose Off, Medium and High Risk or High Risk Only:
- Hold for a call: the order is marked Unconfirmed ("Held for a call (RTO risk)") until your team calls and presses MARK CONFIRMED. See Unconfirmed COD Orders.
- Ask for the code: checkout asks the shopper to confirm their mobile with a code. Where codes cannot be sent yet, the order is held for a call instead, and the card says so.
- Ask for part payment: the shopper pays part online now (your Part Payment for COD amounts), the rest in cash. Needs Razorpay; otherwise held for a call instead.
Checkout tells the shopper before they place the order ("To order with cash on delivery, please confirm your mobile number with a code."), and they can always pay online instead. Nobody is refused silently.
Settings
In Settings › Checkout and COD, the RTO Shield card:
| Setting | What It Does | Default |
|---|---|---|
| Score COD Orders for RTO Risk | Gives each cash on delivery order its score and reasons | On |
| Medium Risk From | Orders scoring this or more are medium risk (1 to 99) | 35 |
| High Risk From | Orders scoring this or more are high risk; never below the medium score | 65 |
| Hold for a Call | Off, Medium and High Risk, or High Risk Only | Off |
| Ask for the Code | The same three choices | Off |
| Ask for Part Payment | The same three choices | Off |
| High Order Value From | A COD order of this value or more adds to its score; twice this adds more | ₹3,000 |
| Use Returns Across Mercayo | When you have few parcels to a PIN code, use how many came back at other Mercayo stores (counts only, never who) | On |
Questions
Does a high score cancel the order?
No. The score only explains; your chosen action (if any) holds the order or asks the shopper for more.
Is my store's data shared with other stores?
Only counts of COD parcels and returns per PIN code, never who ordered, and only when 20 or more parcels from 3 or more stores add up. Turn off Use Returns Across Mercayo to leave other stores' counts out of your scores; your own counts still join the totals other stores' scores use.