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Returned Shipments (RTO) Policy – For Salla Merchants

Returned Shipments (RTO) Policy – For Salla Merchants

Provider: (Routech Express / Your Company Name)
 Scope: All shipments created via Salla integration
 Effective Date: __ / __ / 20__
 Version: 1.0

1) Definitions

  • Returned Shipment (Return / RTO): A shipment that is sent back from the consignee (customer) to the shipper (merchant) for any reason (e.g., refusal, failed delivery, incorrect address, no response).
  • Return Shipping Fee: The shipping charge applied to transport the shipment back to the merchant.
     

2) Core Rule (Return Fee)

  • Any returned shipment is charged as a shipment.
  • This means the Return Shipping Fee is billed as a separate, new shipping fee, independent from the original outbound shipping charge.

3) How Return Fees Are Calculated

Return fees are calculated based on the same factors used for outbound shipments, including:
  • Origin & destination (return route)
  • Service level (standard / express)
  • Actual or volumetric weight (whichever is higher)
  • Dimensions and handling requirements
  • Any applicable surcharges (remote areas, special handling, etc.)

If the return route and shipment details match the outbound shipment, the return fee may be equal to the original shipping fee.

4) Common Reasons for Return (RTO)

A shipment may be returned due to:
  • Customer refusal to receive the shipment
  • Customer unavailable / no response after delivery attempts
  • Incorrect or incomplete address details
  • Out-of-coverage location or access issues
  • Cancellation after dispatch (subject to carrier rules)

5) Who Pays the Return Fee?

  • By default, the merchant is responsible for return shipping fees.
  • Merchants may charge customers according to their store policy and applicable regulations.
     

6) Weight/Dimension Differences & Adjustments

  • If the carrier updates weight/dimensions during the return process, return fees will be billed based on the carrier-approved chargeable weight.
  • Any discrepancies or adjustments may be reflected in the merchant’s invoice/statement.

7) Delivery Attempts, Holding & Return Timeline

  • Delivery attempts and holding periods before returning a shipment depend on the carrier’s operating rules and the selected service.
After the allowed holding period, the shipment may be returned automatically and the return fee will apply.

8) Billing & Settlement

  • Return fees will be added to the merchant’s wallet/balance or statement based on the billing cycle.
  • Outbound shipping fees are generally non-refundable once the shipment has been processed, unless a carrier-confirmed operational error is proven under claim rules.

9) Claims & Disputes

  • Disputes must be submitted within (7–14 days) from the return status date, including shipment number and supporting evidence.
  • Final decisions depend on internal review and carrier confirmation.

10) Support

For help or disputes:
  • Email: info@tryroutech.com
  • Phone/WhatsApp: 0593808298
Business hours: Saturday - Thursday