Frequently asked questions

RTO means return to origin. A Cash on Delivery (COD) parcel is refused, or the courier cannot deliver it, so it travels back to you. You pay shipping both ways, your stock is stuck in transit, and the sale never happens.

Indian Shopify stores that take Cash on Delivery orders. It is most useful if you run Meta ads and see COD orders come back.

Every COD order gets a risk score from 0 to 100 the moment it is placed. The score looks at the pin code, the phone number, the buyer's order history with your store and the quality of the address, plus a few more order signals. The order is tagged in Shopify and a risk card shows the reasons on the Shopify order page.

No. RTOGuard only scores Cash on Delivery orders. Prepaid orders are never counted against your plan.

Yes. RTOGuard opens inside the Shopify app on mobile, so you can check the Call list and your numbers on the go.

No. You decide. Risky orders go to your Call list. An order is cancelled only when you tap Cancelled or Cancel order. High-risk orders that are held show Ship it and Cancel order buttons, and you choose.

You can also start in test mode. Test mode scores and tags orders but sends nothing and cancels nothing.

No. RTOGuard works after the order is placed. It does not touch your checkout. If RTOGuard ever has an error, the order goes through as normal. We call this failing open.

Not yet. Automatic WhatsApp COD confirmation is coming soon. Today the Call list has a Message on WhatsApp link. It opens WhatsApp on your team's own phone with the buyer's chat. RTOGuard itself sends nothing.

Yes. On the Starter plan you can connect Shiprocket, and RTOs are recorded on the order by themselves. Without Shiprocket, delivery outcomes come from Shopify when your courier updates the fulfilment.

No. RTOGuard never creates, edits, pauses or publishes anything in your ad account. Today you type in your monthly ad spend. An automatic Meta spend sync is coming soon, and it will be read-only.

Add UTM tags to your Meta ads (a one-time setup in Ads Manager). RTOGuard reads the tags on each Shopify order and groups booked, cancelled, returned and kept revenue by campaign, ad set and ad. The per-ad view is part of the Starter plan.

Buyer phone numbers used for risk matching are stored as one-way hashes. Data is hosted in Mumbai, India. RTOGuard does not sell your data or share it with other stores. When you uninstall, all of your store's data is deleted after Shopify's 48-hour deletion request. Read the privacy policy and data processing page.

RTOGuard stops processing at once. Shopify sends a deletion request 48 hours later and RTOGuard then permanently deletes all of your store's data, including buyers' personal data. Shopify order tags already added stay on your orders.

Free covers 100 COD orders a month with the risk score, order risk card and Call list. Starter is US$19.99 a month for 1,000 COD orders a month and adds the ad scorecard, RTO-heavy campaign alerts, RTO breakdown, pin-code exclusion list and Shiprocket sync. Shopify bills you. There is no free trial on Starter. See pricing.

Yes. Switch to Free at any time inside RTOGuard (Plans and usage, then Switch to Free). The paid plan ends at once. You can also uninstall from your Shopify admin. Refunds follow Shopify's policy for app charges. See the refund policy.

Impact Marvel, a digital marketing and automation agency in Bhopal, India. Read more.