High RTO Score Alert

Prevent future delivery issues by identifying customers with repeat RTO patterns and temporarily restricting COD options.

Try this on ZEPIC

What are High RTO Score Alert Campaigns?

High RTO (Return-to-Origin) Score Alert Campaigns target customers whose orders are flagged as high-risk for return. Using predictive models that assess factors like COD preference, delivery history, and regional risk, these campaigns nudge customers to confirm their order, switch to prepaid, or update details, lowering the chances of an RTO event.

Why High RTO Score Alerts Matter

Challenges

RTOs drain eCommerce profitability, with costs including lost revenue, blocked inventory, and logistics expenses. COD orders in particular carry high RTO risks.

Opportunities

By identifying risky orders upfront, brands can take preventive steps: ask for confirmation, incentivize prepaid, or delay dispatch until verified. This proactive approach saves money and improves operational efficiency.

Outcomes

Lower Overall RTO Rates

Reduced Delivery-Related Costs

Improved Logistics Efficiency

Who is it for?

Audience

Users with high RTO history through repeat RTO pattern analysis, excluding customers with recent successful deliveries or legitimate reasons for previous RTOs.

Exclusions

Customers with recent successful COD deliveries, users with legitimate RTO reasons (address changes, emergencies), or customers who have already switched to prepaid payment.

How it Plays Out

A sample sequence for this use case.

Warning

Your COD orders are getting blocked ⚠️ We noticed repeated failed deliveries. Prepay to ensure successful shipping → [CTA]

Delivery status

Due to multiple delivery issues, COD is temporarily disabled for your account. Use prepay to proceed → [Link]

Alternate option

Switch to prepaid payment for guaranteed delivery success → [Choose Prepaid]

Support

Need help with delivery issues? Contact support for assistance → [Get Help]

Best Practices

Communicate policy changes clearly and provide alternative payment solutions rather than just blocking orders entirely.
Offer support to help resolve underlying delivery issues that may be causing repeated RTOs.
Set clear criteria for when COD privileges can be restored based on successful prepaid deliveries.

High RTO Score Alert Examples & Prompts

Channel Examples

Copy

Subject: Important: Your COD orders are getting blocked ⚠️ Body: We noticed repeated failed deliveries. Prepay to ensure successful shipping and avoid future delivery issues. [Switch to Prepaid]

Copy

Due to multiple delivery issues, COD is temporarily disabled for your account. Use prepay to proceed with your orders and ensure successful delivery [Link]

Automate with Zenie Prompts

With Zenie, you can automatically identify high-risk customers and trigger appropriate interventions.

Segment Prompt

Segment users with multiple undelivered COD orders in past 3 months

Copy

Journey Prompt

Trigger an alert or block COD option to prepay for high-risk customers.

Copy

Try in ZEPIC

Explore Similar eCommerce Marketing Strategies

COD to Prepaid Nudges

Incentivize prepaid to lower RTO risk.

See Details

Pre-Dispatch Reminders

Confirm orders before shipping to reduce returns.

See Details

Address Reverification Campaigns

Eliminate delivery errors by validating shipping details.

See Details

FAQs

How many RTOs should trigger a high-risk alert for customers?

Most eCommerce businesses flag customers after 2-3 RTOs within a 90-day period, though this varies by order value and customer history. The threshold should balance operational protection with customer relationship maintenance.

Should high RTO customers be permanently banned from COD or temporarily restricted?

Temporary restrictions work better for customer relationships while still protecting operations. Consider reinstating COD privileges after successful prepaid deliveries demonstrate improved delivery cooperation.

How do you communicate RTO restrictions without alienating customers?

Frame restrictions as temporary measures to ensure delivery success rather than punitive actions. Emphasize that prepaid payment guarantees better service and offer support to resolve underlying delivery issues.

What should happen if high-RTO customers refuse to use prepaid payment?

Maintain the restriction while offering alternative solutions like delivery to verified addresses, scheduled deliveries, or customer service assistance to resolve delivery challenges.

How do you measure the effectiveness of high RTO score alert campaigns?

Track overall RTO rate reduction, operational cost savings, customer retention after restrictions, and successful delivery rates for converted prepaid customers. Monitor whether restrictions lead to sustainable delivery improvements.