RouteOneHelp Center

Initiate RTO (return a parcel to origin)

Call a parcel back after pickup. The courier stops delivery and returns it to you, and an RTO charge applies.

RTO means Return To Origin. Use Initiate RTO when a parcel has already been picked up and you want it back, for example a buyer cancelled or gave a wrong address.

Initiate RTO

  1. 1Open B2C › Shipments and go to the In Transit or Exception tab.
  2. 2Tick the shipments you want back.
  3. 3Choose Bulk Action › Initiate RTO.
  4. 4Read the confirm window. It shows the RTO charge before you agree.
  5. 5Click Initiate RTO to confirm, or Go back to leave things as they are.

The courier is asked to stop the delivery and bring the parcel back to your pickup address.

What it costs

  • An RTO charge, as per your rate plan, is debited from your wallet.
  • The forward freight you already paid is not refunded.

See your plan in Invoices and rate card. The debit shows in Wallet passbook.

When it is not possible

  • Parcels that are not in transit are skipped. You will be told how many.
  • Once the parcel is out for delivery, the courier refuses the request. You will see a message that some were not returned.
Not picked up yet? Do not use RTO. Cancel Shipments is better, because the freight is refunded. See Cancel a shipment and get a refund.

If a delivery failed and you are deciding what to do, see Handle NDR.

Still need help? Email support@routeone.app with your order ID or AWB, or raise a ticket from Help Center › Ticket in the app.