Returns & QC - Frequently Asked Questions
Managing return shipments, quality checks, and reverse logistics
Table of Contents
1. Types of Returns
Q: What are the different types of returns?
| Return Type | What It Means | Who Initiates |
|---|---|---|
| RTO (Return to Origin) | Undelivered forward shipment sent back to seller | Carrier (auto) or seller (manual) |
| Reverse Pickup | Customer returns a delivered item | Seller initiates via Velocity |
| QC Return | Return with quality inspection before acceptance | Seller configures QC parameters |
Q: What is the difference between RTO and Reverse Pickup?
A:
- RTO — The forward shipment was never delivered; the carrier sends it back automatically or on request
- Reverse Pickup — The customer received the item and wants to return it; you create a separate return shipment from the customer's location to your warehouse
2. Initiating a Return
Q: How do I initiate a Reverse Pickup (customer return)?
A:
- Go to Orders and find the delivered order
- Click Create Reverse Shipment (or Initiate Return)
- Select the pickup address (customer's address) and the return warehouse
- Choose the carrier — only carriers supporting Reverse Pickup are shown
- Manifest the return — a new AWB is generated
Q: Which carriers support Reverse Pickup?
| Carrier | Reverse Pickup |
|---|---|
| Delhivery | Yes |
| BlueDart | Yes |
| Xpressbees | Yes |
| Ekart | Yes |
| Shadowfax | Yes |
| Blitz | Yes |
| Urbanebolt | Yes |
| DTDC | No |
| Pikndel | No |
Q: Can the return go to a different address than the original pickup warehouse?
A: Yes. When creating a reverse shipment, you can select any active warehouse as the return destination.
Q: How do I manually initiate an RTO for a shipment still in transit?
A:
- Open the shipment in Orders or Shipments
- Click Request RTO
- Confirm the action
Note: Not all carriers support mid-transit RTO requests. If the option isn't available, contact support.
3. Quality Check (QC) on Returns
Q: What is QC on returns?
A: QC allows the carrier's delivery agent to inspect the returned product at the customer's location before accepting it. This helps verify:
- The correct product is being returned
- Product condition meets your acceptance criteria
- Quantity matches what was ordered
If the return fails QC, the carrier rejects it at the customer's doorstep — preventing fraudulent or damaged returns from reaching your warehouse.
Q: Which carriers support QC on returns?
| Carrier | QC Support | Notes |
|---|---|---|
| Delhivery | Yes | Custom QC parameters + reference images |
| Shadowfax | Yes | QC rules with images |
| BlueDart | No | — |
| Ekart | No | Basic returns only |
| Xpressbees | No | — |
| DTDC | No | — |
| Others | No | — |
Q: How do I set up QC parameters?
A:
- Define QC questions per product category (e.g., "Is the box sealed?", "Are all items present?")
- Attach reference images for the delivery agent
- Set checks as required vs optional
- Configure pass/fail thresholds
Contact your account manager to enable and configure QC on returns.
Q: What happens if a return fails QC?
A: The carrier's agent:
- Rejects the return at the customer's location
- Marks it as "QC Failed" in the system
- Notifies you with failure details and images (where supported)
The return shipment is cancelled and does not proceed to your warehouse.
Q: Am I charged for a reverse shipment where QC fails?
A: Typically yes — the carrier has dispatched an agent for the pickup attempt. Exact charges vary by carrier. Check your rate card or contact your account manager.
4. Tracking Returns
Q: How do I track a reverse shipment?
A: Reverse shipments have their own AWB number. Track them in Shipments exactly like forward shipments. The return status flow:
Reverse Pickup Scheduled
↓
Picked Up from Customer
↓
In Transit (returning to warehouse)
↓
RTO / Reverse Delivered to Your Warehouse ✓
Q: What does "RTO Delivered" mean?
A: The returned package has been delivered to your warehouse. Update your inventory accordingly.
5. Common Issues
Q: I requested a reverse pickup but the carrier isn't collecting.
A:
- Confirm the carrier services the customer's pincode for reverse pickup — check Tools → Serviceability
- Verify the customer's address and phone number in the shipment are correct
- Ensure the pickup was scheduled (check shipment status)
- If 24 hours have passed with no collection, contact support with the AWB number
Q: The customer received the wrong or damaged item. What's the process?
A:
- Create a Reverse Pickup shipment to collect the incorrect item
- Once returned and inspected, ship the correct replacement as a new forward shipment
- If the damage was caused during forward delivery, contact support to raise a carrier claim
Q: Can I track QC check results?
A: Yes. QC results (pass/fail, agent notes, images) are available in the shipment details drawer under the QC tab for carriers that support it (Delhivery, Shadowfax).
Need Help?
- Email: support@velocity.in
- Live Chat: Click the chat icon in your dashboard
- Account Manager: To enable QC on returns or configure reverse logistics
Include the AWB number in all return-related support queries.