• This is the list of orders that are having some shipment issues such as - Payment not ready, Address/Contact details incorrect, Customer out of the station, House Address not serviceable by courier, Rejected by the customer, etc…, and returned by the logistics service provider.

  • Such orders can be returned from the ‘Dispatched Orders’ list to the Returns > RTO/Logistic Returns module. Initially, these orders will be listed under the RTO tab of the Returns > RTO/Logistic Returns page.

  • If the order item(s) are received along with the orders, you can move them from the 'RTO' tab to the ‘Received’ Tab, from where you can either reship or refund the orders.

  • If the order item(s) are lost, you can move those orders to the ‘Lost’ Tab and process the refund. The orders that are either re-shipped or refunded will be moved automatically to the ‘Closed’ Tab.

  • How do I return the dispatched orders to the origin in case of Logistic Returns?

How do I process the orders that are returned by logistics?


To process the orders that are returned by logistics, do the following:

  • Log in to the 'Anywhere Commerce Control Panel' by using your User Name (Email Address) and Password.


 Returns > RTO/Logistic Returns

  • You will be navigated to the Dashboard page.


 Customer Return

  • Click the  Customer Return icon. The Orders & Leads section will be displayed as shown in the figure.


 Customer Return

  • Click Returns and select RTO/Logistic Returns. You will be navigated to the Returns > RTO/Logistic Returns page.


 Returns > RTO/Logistic Returns

  • Here there are four tabs - RTO, Received, Lost, and Closed.
  • By default, the RTO tab will be opened and it displays available RTO orders.

i) Moving the 'RTO - Logistic Return' orders to the 'Received' tab after receiving the respective order item(s):

  • Once the ordered items are received, you can move those orders to the Received tab.


 Returns > RTO/Logistic Returns

  • To move the RTO orders to the 'Received' tab after receiving the respective products, select the respective orders and click Received.
  • The respective orders will be moved to the 'Received' list and you will be displayed a relevant success message.


 Returns > RTO/Logistic Returns

ii) Processing the 'Refund' or 'Replacement/Exchange' before physically receiving returned item(s) in the case of 'RTO/logistic returns:

  • To process 'Refund' or 'Replacement/Exchange' before physically receiving the returned item(s) in the case of 'RTO/logistic returns, you need to select the Enable return before receiving the shipment item(s) checkbox in the Application Settings > Order Settings page.
  • After configuring the Enable return process before receiving shipment item(s) checkbox as mentioned above, you can find the 'Refund or Replacement' button under the 'RTO' tab of the 'Returns > RTO/Logistic Returns' page.


 Returns > RTO/Logistic Returns

Processing the Refund:

  • Select the shipment to be processed and click the Refund or Replacement button. The Initiate Returns dialog box will be displayed.


 Returns > RTO/Logistic Returns

  • To do the refund, select the action as Refund. The Initiate Returns drop-down will be displayed.


 Returns > RTO/Logistic Returns

  • Select the payment type for the refund from the Initiate Returns drop-down and click Submit. You will be displayed a success message. You can also find the Refund button against this shipment under the Actions column.


 Returns > RTO/Logistic Returns

  • To refund the shipment, click the Refund button of that shipment under the Actions column. You will be navigated to the Order Returns page.


 Returns > RTO/Logistic Returns

  • Auto Refund: Use this option to refund automatically to the payment mode of the order.
    • Note:
      • The Auto refund facility may be available for limited payment gateways like PayU.
      • The 'Auto Refund' checkbox will be displayed if the 'Auto Refund' option is selected for the respective payment gateway.
        Please Refer: Payu
    • If you select the 'Auto Refund' checkbox, the 'Payment type', 'Bank Name', 'AC. No.', 'IFSC Code', 'Refund Amount', 'Payable Ref No.', Payment Date', and 'Remarks' will be hidden and you just need to click the 'Submit' button.
  • If 'Auto Refund' is not selected, do the following actions:
    • Select the type of return payment (i.e. NEFT, Check/DD, Credit Card, or eVoucher) from the Payment Type drop-down. You will be displayed the relevant text boxes for each type of payment except for the eVoucher. Enter the relevant details in the respective text boxes.
    • Enter the refund amount that you are returning to the customer in the Refund Amount text box.
    • Enter the payment reference number in the Payable Ref No text box.
    • Select the date of payment from the Payment Date 'Date Picker'.
    • Enter the remarks (if any) in the Remarks text box.
    • Click Submit. You will be asked for confirmation through a dialog box.


 RTO/Logistic Returns

  • Click OK on the dialog box. The dialog box will be closed and the refund process will be completed. You will be displayed a relevant success message.


 RTO/Logistic Returns

  • Now you can observe the Refund button is removed against the shipment under the Actions column.


 RTO/Logistic Returns


Processing the Replacement or Exchange:


 RTO/Logistic Returns

  • Select the shipment to be replaced or exchanged under the Available Orders section.
  • To process the replacement or exchange, click the Refund or Replacement button. The Initiate Returns dialog box will be displayed.


 RTO/Logistic Returns

  • Select the Replacement option from the Action drop-down. Click Submit. You will be displayed a success message. You can also find the Replacement button against this shipment under the Actions column.
    • Note: By default, the Replacement option will be selected for COD Orders in the Action drop-down and you can't modify the selection.


 RTO/Logistic Returns

  • To process replacement or exchange, click the Replacement button of the shipment under the Actions column. The Order Returns page will be displayed.


 RTO/Logistic Returns

  • Enter the SKU or Variant SKU of the replacement product in the SKU text box and click Search. The minimum purchase quantity and price of that item will be automatically fetched in the Qty and Price text boxes.
    • Note: You can also search the product using multiple search criteria through Browse & Add button.
  • Update the quantity or price as per your requirement and click Add. If the value of the replacement product is more than the returned product, you will be asked for confirmation through a dialog box.


 RTO/Logistic Returns

  • Click OK the dialog box will be closed and the replacement product will be added to the grid under the Select Replacement Product(s) section.


 RTO/Logistic Returns

  • Note: You can edit or delete this product by clicking the  Returns - Customer Orders and  RTO/Logistic Returns icons respectively.
  • Similarly, you can add more products (if required) in the same process or by clicking the Browse & Add button and proceed further through the available search options. The respective product(s) get listed in the grid.
  • Select the shipping mode for the new product(s) from the Shipping Mode drop-down.
  • Enter the shipping amount for the new product(s) in the Shipping Amount text box.
  • Enter the tax amount for the new product(s) (if any) in the Tax Amount text box.
  • Click Submit. You will be asked for confirmation through a dialog box.


 RTO/Logistic Returns

  • Click OK in the dialog box. The dialog box will be closed, the replacement or exchange process will be completed and you will be displayed a success message.


 RTO/Logistic Returns

  • You can observe the Replacement button is removed against the shipment under the Actions column.


 RTO/Logistic Returns

iii) 'Close' or 'Refund' or 'Replacement/exchange' the 'RTO - Logistic Return' orders for which Products are received

  • To close or refund or replacement/exchange the 'RTO - Logistic Return' orders for which Products are received, click Received tab. The respective orders will be displayed.


 Returns > RTO/Logistic Returns

a) Close the RTO Orders after receiving returned Products

  • If there is no Refund or Replacement/Exchange action to be taken, the shipment can be closed.


 Returns > RTO/Logistic Returns

  • To close a shipment, click the Close button of that shipment under the Actions column. The shipment will be closed and moved under the Closed tab. You will be displayed a relevant success message.


 Returns > RTO/Logistic Returns

b) Refund the RTO Orders after receiving returned Products


 Returns > RTO/Logistic Returns

  • To refund the 'RTO - Logistic Return' order, click the respective 'Refund' button under the Actions column. You will be navigated to Order Returns page.
  • The process is similar to the 'Processing the Refund' process that is explained in above topic.
  • Once the refund process is completed, the shipment will be automatically moved to the Closed tab.

c) Replace or Exchange RTO Orders after receiving returned Products


 Returns > RTO/Logistic Returns

  • To replace or exchange 'RTO - Logistic Return' order, click the respective 'Replacement' button under the Actions column. You will be navigated to the Order Returns page.
  • The process is similar to the 'Processing the Replacement or Exchange' process that is explained in above topic.
  • Once the replacement or exchange process is completed, the shipment will be automatically moved to the Closed tab.

iv) Moving 'RTO - Logistic Return' orders to 'Lost' tab if respective order item(s) are lost:


 Returns > RTO/Logistic Returns

  • Select the orders of which the products are lost and click Lost. The respective products will be moved to the Lost tab and you will be displayed a relevant success message.


 Returns > RTO/Logistic Returns

  • You can refund the amount for lost orders.

a) Refunding a 'LOST' 'RTO - Logistic Return' Order:

  • Click the Lost tab. The respective shipments will be displayed.


 Returns > RTO/Logistic Returns

  • To refund a lost 'RTO - Logistic Return' order, click the Refund button of that order under the Actions. You will be navigated to the Order Returns page.
  • The process is similar to the Processing the Refund process that is explained in above topic.
  • Once the refund process is completed, the shipment will be automatically moved to the Closed tab.

b) Replace or exchange a 'LOST' 'RTO - Logistic Return' Order:

  • Click the Lost tab. The respective shipments will be displayed.


 Returns > RTO/Logistic Returns

  • To replace or exchange a lost 'RTO - Logistic Return' order, click the Replacement button of that order under the Actions column. You will be navigated to the Order Returns page.
  • The process is similar to the 'Processing the Replacement or Exchange' process that is explained in the above topic.
  • Once the replacement or exchange process is completed, the shipment will be automatically moved to the Closed tab.