Learn about the various types of returns on ShopClues and how to handle them.

1. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Types of Returns

2. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Types of Returns
Courier Returns also known as Return to Origin (RTO)
These are the Returns that are not delivered to the Customer and are brought
back by the Logistic partner unopened
Customer Returns also known as Return Merchant Acquisition (RMA)
These are the Returns that are delivered to the Customer and returned by the
Customer after opening. These are products that are not liked by the customer
or returned because of defect/ damage or missing item/ accessories

3. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Main Causes of Returns
RTO RMA
 Delayed Delivery
 Incorrect Delivery
Address
 Missing Product/
Missing items
 Delivery of Product
that is
 Damaged
 Defective
 Not as per
Specifications

4. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Charges Under Customer Returns
Type of Return (RMA) SF FFF RFF HC
Return With Pick-up
(*No SF in non-refund cases)
a* a a 50
Return Without Pick-up r a r r
Shipment Lost by Courier (Reverse) r a a 50
SF Selling Fee
FFF Forward Fulfilment Fee
RFF Reverse Fulfilment Fee
HC Handling Charges

5. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
RTO Charges
Weight Bucket Flat Subsidised Rate – TRM Flat Subsidised Rate – Non TRM
<= 2 Kg 10 + GST @18% 20 + GST @18%
2 to 6 Kg 25 + GST @18% 50 + GST @18%
6 to 10 Kg 50 + GST @18% 100 + GST @18%
>10 Kg 90 + GST @18% 120 + GST @18%
RTO charges for 1st five RTOs in the lifetime are fully subsidized
Merchants have to bear the cost of forward and reverse shipping for the items
returned due to no claim by the buyer, both in case of Cash on Delivery and Prepaid.
ShopClues has subsidised RTO Charges where approximate benefit for Top Rated
Merchants (TRM) is 90% and Non-TRM is 80%. Subsidized rates are given below-

6. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Charges Under Courier Returns
Type of Return (RTO) SF FFF RFF
RTO- Reattempted r a a
RTO Rejected by Merchant r a a
RTO Delivered to Merchant r a a
SF Selling Fee
FFF Forward Fulfilment Fee
RFF Reverse Fulfilment Fee
RTO-RTM Not eligible status, where Merchant is not Liable does not attract any charges.

7. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Actions for Controllable Causes in Returns
Clear and Transparent
Return Policy
In terms of Warranty;
Validity; and Terms of
Usage
Helps Sellers
* To gain Competitive
advantage; and
* Attract new
customers
Descriptive Catalog
With clear and Multi-
angled Images;
Qualitative product
description, Correct
dimensions and
Suitability for usage
Helps customer in
making right choice
Appropriate Packaging
suitable to the
requirement of product
and means of
transportation which is
attractive in
appearance
Ensures that product
reaches customer in a
good shape and
delights the customer
Timely Delivery
Correct Product
delivered to customer
along with all parts/
accessories ; within the
promised delivery Time
Ensures good Customer
Experience

8. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
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