The RTO Problem in Numbers
Industry RTO rates for COD orders routinely cross 20%. Every return burns shipping both ways plus packaging and a disappointed customer.
The Two-Message Fix
- Confirmation (order + 2 hours). Template with order summary and big Confirm / Cancel buttons. Cancellations here save a shipment.
- Dispatch alert (day of delivery). Agent name, OTP if any, and a one-tap reschedule option.
- Failed delivery (same evening). Automated re-attempt booking instead of a silent return.
Automate it once.
Build this as an ecommerce automation rule on order.created with payment method COD — it then runs for every order with zero manual work.
What to Measure
- Confirmation rate (aim above 70%).
- RTO % before vs. after, per courier partner.
- Reschedule uptake on failed deliveries.
