Commerce Panel → Orders → My Orders
A guide to understanding and acting on return risk across your shipments.
What Is the RTO Risk Score?
Every order that comes into Fynd OMS gets a risk score between 0 and 100. The score tells you how likely that shipment is to be returned before it reaches the customer.
The score is assigned the moment an order is placed and stays with the shipment all the way through until it is out for delivery - giving your team a consistent signal to act on at any point before a delivery attempt is made.
The score does not change after the order is placed. It is a snapshot based on what was known at the time of order creation.
The score appears as a colour-coded badge with a number from 0 to 100. The higher the number, the higher the risk of return.
| Badge | Score | What it tells you | Suggested next step |
|---|---|---|---|
| LOW | 0 - 30 | Low chance of return. This order looks clean. | Dispatch as normal. |
| MEDIUM | 31 - 70 | Some risk flags present. Worth a quick look before you act. | Open the panel. Review the signals. Use your judgement. |
| HIGH | 71 - 100 | Strong indicators this shipment may not reach the customer. | Do not act without reviewing. Verify the customer. Consider holding or cancelling. |
Look for the RTO Risk column in your order list. Every shipment row shows the colour-coded badge with its score, so you can read risk across your entire queue without opening a single order.
- Hover over the badge to see a one-line summary of the risk.
- Click the badge to open the full risk breakdown.
When you open any shipment, the RTO Risk badge appears in the action area - the section your team uses to process the shipment through its states. The score is right there alongside whatever action needs to be taken, whether that is confirming, cancelling, or any other step in the shipment workflow. This applies to all shipments where the score is visible, from placement through to out for delivery.
Clicking the badge anywhere in OMS opens a side panel. It has three things your team needs to act on an order.
The risk level - Low, Medium, or High - is shown at the top alongside the numeric score. At a glance, your team knows how much attention this order needs before anything is done.
Below the score, you will see the specific areas of concern on this order - such as the customer's contact details, the delivery address, or the payment method. These are the reasons this order scored the way it did, so your team knows exactly what to look at.
Each flagged area comes with a clear, specific action - whether that is calling the customer to confirm the order, verifying the address before dispatch, or checking serviceability with the courier. The action is specific to the type of risk on that order.
Two orders with the same score can have completely different issues driving it. Always read what is flagged - the number alone does not tell the full story.
The score is there to help your team make better calls. Here is a simple guide.
- No action needed. Dispatch as normal.
- Open the risk panel and read through the signals.
- If the address looks incomplete, try reaching the customer to confirm it.
- If everything checks out, you can go ahead and proceed.
- Always open the risk panel before taking any action on the shipment.
- Call or message the customer to verify their details and confirm the order.
- For COD orders, consider asking the customer to switch to prepaid.
- If you cannot reach the customer or the signals are too strong, cancelling may be the right call to avoid the cost of a failed delivery.
When you open the risk panel, you will see one or more areas where this order has been flagged. Each flag tells you what to look at and what action to take.
| Flag | What it covers | What to do |
|---|---|---|
| COD & Payment Risk | Concerns around the payment method or order value - such as a high-value COD order or a heavily discounted order. | Call the customer to confirm order intent and clarify product expectations before dispatch. |
| Customer Risk | Concerns around the customer's order history - such as a high past return rate, a first-time buyer, or a long-inactive customer. | Call the customer to confirm order intent and delivery details before dispatch. |
| Contact Risk | Concerns around the phone number on the order - such as a number with a history of failed deliveries, a billing and delivery number mismatch, or a new unverified number. | Call the customer to confirm order intent and verify contact details before dispatch. |
| Address Risk | Concerns around the completeness of the delivery address - missing a flat number, landmark, or other key details. | Collect and verify the complete delivery address before dispatch. |
| Location & Logistics Risk | Concerns around the delivery location or courier - such as a high-RTO pincode, weak courier performance on this route, or a very long delivery window. | Confirm serviceability and expected delivery success with the courier before dispatch. |
| Product Risk | Concerns around the product or brand - such as a category or brand with a historically high return rate. | Call the customer to confirm order intent and clarify product expectations before dispatch. |
| Order Complexity | Concerns around the size of the order - such as a large multi-bag shipment. | Call the customer to confirm order intent and total payable amount before dispatch. |
The RTO Risk Score will not appear in the following situations:
- Store pickup orders - there is no delivery risk on a pickup.
- After a delivery attempt has been made - once the shipment enters an NDR or reattempt state, the score is no longer shown.
- RTO and return flows - once the shipment is on its way back, the score is no longer relevant.
- Cancelled orders - no delivery is happening, so the score does not apply.
- Delivered orders - the shipment has reached the customer successfully.