Return to Origin (RTO)

What you need to know about Return to Origin (RTO)

When a shipment can’t be delivered, it may be sent back to the sender (that’s you). This is what we call Return to Origin (RTO). Here’s how it works and what it might cost.

When does RTO happen?

• 3 Failed Delivery Attempts: If the courier can’t hand over the package after three tries.
• Refused Deliveries: If the recipient decides they no longer want the package.
• Invalid Details: Missing or incorrect address/phone number.

Why can RTO be costly?

If an order comes back to you, there are multiple charges you might pay:

1. Initial Delivery Charge (UAE to destination)
2. Duty Charges in the destination country
3. Return Delivery Charge (destination back to UAE)
4. Duty Charges in the UAE

Quiqup covers these costs upfront, and then bills you on your next invoice.

The RTO process

RTO involves four parties—you, Quiqup, the customer, and the courier (3PL). The back-and-forth can look like this:

1. 3PL checks in with Quiqup
2. Quiqup notifies you (the client)
3. You reach out to your customer
4. The customer responds to you
5. You update Quiqup
6. Quiqup updates the 3PL
7. The 3PL acts on the final decision

If there’s no resolution after 2 weeks, the package will automatically be returned to you.