A buyer should not have to repeat a whole story to several teams. Identify whether the issue is failed delivery, a product return or transit damage. The right evidence and contact clarify the next step. Keep one case reference and explain what is confirmed, what is under review and who decides the refund.
01How is RTO different from a customer return?
Return to origin happens when the original forward shipment is not delivered and goes back to the sender. A customer return starts after delivery, under the seller’s return policy, and normally requires a separate reverse booking. Keep these categories separate in your records because approvals, charges and refund decisions differ.
02Who approves a return for a wrong or unwanted product?
Contact the seller or store that sold the product; their return and exchange policy decides product eligibility and refund. GharShip handles transport and cannot approve the seller’s product refund on its own. Share order details and product photos with the seller, then use the approved reverse pickup instructions if a return is accepted.
03How should a customer pack a return?
Follow the seller’s approved return instructions and include the agreed accessories or documents. Protect the item as carefully as a forward shipment and photograph the contents before sealing. Use only the new return label where required and remove old outward labels. Keep reverse pickup acknowledgement until the seller confirms receipt.
04What evidence helps with a damaged parcel?
Keep the original outer packaging, label and inner cushioning. Photograph all sides, the damaged product and the way it was packed, and note the delivery time. Report promptly through the seller and support using the AWB and invoice. Check the claims policy for the applicable deadline; do not repair or discard evidence before review.
05How do I follow up on a shipping refund?
Identify whether the refund concerns shipping charges, a wallet payment or the seller’s product sale. For shipping, keep the AWB, cancellation or claim reference, approved amount and original payment method. Check the applicable processing timeline and contact support with that reference if it is missed. Product refunds must be followed up with the store.
06How do I escalate an unresolved complaint?
Start with support and retain its reference. If the issue remains unresolved, send the history and requested outcome to customer care, then use the grievance route when needed. The grievance page lists contacts and response timelines. Keep the facts in date order and avoid posting private buyer information publicly to obtain a response.
Before your next shipment
- Identify who owns the next decision.
- Keep packaging, photos and references.
- Explain the next step and follow-up date.
Examples are for planning. Your selected courier, booking quote and applicable policy determine the actual service and charges.