Parcels coming back (RTO)
Follow every parcel on its way back to you, receive it, give it more time or mark it lost.
Overview
An RTO (return to origin) is a parcel the courier brings back to you instead of delivering it. O2M lists every one until it is received or marked lost.
Before you begin
- Inventory is enabled for your company.
What an RTO is
RTO (return to origin) is a parcel the courier brings back to you instead of delivering it. Until it arrives, its units stay held for the order, so they are never sold twice, and the parcel is listed under Returns & cancellations → RTO.
| How a parcel gets on the list | Works with |
|---|---|
| The order is cancelled after it was shipped | Every channel and courier |
| The channel reports it is returning to you, for example Amazon Easy Ship "Returning to seller" | Channels that report it |
| Courier tracking says RTO | Parcels booked through Shiprocket |
| You choose Coming back (RTO) in the order's gear | Every courier |
| You choose Return to me on a failed delivery | Every courier |
The RTO list
Each row shows the order and customer, the products and units coming back, the AWB and courier, why it is coming back, the date it is expected by with the days left, its status and the warehouse it goes to. The tab shows how many are open and how many are overdue. Search by order number, AWB or customer.
| Status | Meaning |
|---|---|
| Expected | On its way back |
| Overdue | Not back by the expected date. Nothing is written off: check with the courier, then decide. |
| Received | Back at your warehouse |
| Lost | Marked lost by your team. It can still be received if it turns up. |
| Not coming back | Delivered after all, or the order was restored |
Expected by is the day it started coming back plus your RTO overdue after days (30 unless you change it). When that date passes, the RTO turns Overdue and an alert tells your team.
A cancelled order that was shipped also shows its RTO under its date on the Cancellations tab, for example RTO expected by 19 Nov 2026.
When the parcel arrives
- With Warehouse Management: click Inward on the row, or scan the AWB in Returns QC → Inward. Count and grade each unit. Only units graded A go back on sale.
- Without Warehouse Management: click Received. The units move to Stock → Inventory → Returned items, where you add them to stock or mark them damaged.
An order cancelled after shipping stays Cancelled. An order the courier sent back becomes Returned.
Give it more days
If the courier says the parcel is still on its way, click More days, enter the number of days and an optional note, and save. The RTO is expected again until the new date.
Mark it lost
If the courier confirms the parcel is lost, click Mark lost and add a note. Its units are written off and a lost-in-transit claim is opened, so you can ask the courier or marketplace for the money.
If a lost parcel turns up later, receive it as usual. Its units come back, and a claim you have not filed yet is withdrawn for you. If you have already filed it, O2M reminds you to withdraw it with the channel or courier.
Settings
- RTO overdue after: days before a parcel coming back is overdue (30).
- Order late in transit after: days before a shipped order counts as late in transit (7).