RTO Refund

Tracking ID not generated:

  • If a buyer wishes to cancel the order then a dropshipper can cancel it before confirming an order through the Roposo Clout app.

Tracking ID generated and wholesaler cancels the order:

  • Dropshipper needs to contact us
  • If the payment was made online then the refund will initiate in 4 working days. After which, it takes maximum 10 working days for a refund to reflect in the source account.
  • The refund reference ID is alpha-numeric
  • If the refund does not gets generated in 4 working days, then advisor should raise Payment Error (Escalations) issue on the order panel.

RTO Refund:

  • If an order is shipped then the advisor should raise ‘Initiate RTO’ issue. Once the issue is raised within 2 working days the RTO is locked/created/initiated on the ClickPost
  • RTO lock > 5 working days (investigation) > 1 working day (initiate refund) > 1 working day (refund) = 7 working days
  • Once the refund is initiated on the 6th working day, it will take 1 working day to reflect in their source account by the name of O(1) India Private Limited
  • In total it will take 7 working days for the refund to reflect in the source account from the date of the RTO lock
  • If the refund is not initiated after 6 working days, the advisor should raise the Payment Error (Escalations) issue following 2 working days TAT.

Question and Answer

What is the overall TAT for the RTO order refund?

  • 7 working days from the date of the RTO lock.

After how many days will the refund be initiated after the RTO lock?

  • 5 working days.

What should we do if the refund is not initiated after 5 working days?

  • Wait for the 6th day to be completed. If 6 days are over after the RTO lock, raise Payment Error (Escalations) and inform the team that the RTO refund amount is not initiated.

In which account will the refund go through?

  • Source account.

Payment failed/hold/pending:

  • If the customer says that while placing an order, the payment was debited from their account then we need to ask them to share the screenshot of the transaction on our email.
  • Once we receive the screenshot, after validating the advisor should raise the Payment Error Escalations issue on the order panel following 2 working days.