How Rasayanam reduced RTO for COD orders from 38% to 19% with Kwik Ship

The Problem

Before Kwik Ship, almost 38.7% of COD orders — were coming back undelivered (RTO, or Return to Origin). This was hurting the business directly, not just slowing things down. A few things were going wrong at once:

• When a delivery was delayed, someone had to notice and raise a support ticket. It could take 2–3 days to get a response — by then, it was usually too late to save the order.
• Rasayanam was operating across multiple courier dashboards and manually coordinating delivery-related issues between the operations, customer experience and courier teams.
• Follow-ups on undelivered orders (NDR) were done by hand, with no easy way to tell which ones could still be saved.
• Customers had no reliable delivery date to look forward to when tracking their order.

All of this was adding up to real losses. It was also holding back a bigger goal: growing prepaid orders (which were only about 40% at the time) meant first showing customers that deliveries could be trusted.

Why Rasayanam Chose Kwik Ship

Rasayanam looked at building this in-house versus working with a specialist, and chose Kwik Ship for one main reason: Kwik Ship didn't just hand over a dashboard — they took ownership of actually fixing the numbers.

Rasayanam wanted a partner who could dig into the data, point out exactly where orders were being lost, and challenge them to do better. Kwik Ship's pricing was also competitive, so switching didn't add extra cost pressure.

Getting Started

Talks began in mid-August 2025, and Rasayanam was live on Kwik Ship within three weeks, by early September 2025. There were some technical hiccups connecting with Easycom (their order management system), but the Kwik Ship team handled that coordination directly — so Rasayanam didn't have to get into the technical details themselves.

During onboarding, the Kwik Ship team also captured Rasayanam's entire product catalog along with its packaging details — dimensions and dead weight for each item. These weights were locked into the system within the first 15 days. As a result, Rasayanam has barely seen any weight-related billing disputes since going live, making the overall experience much smoother.

How Kwik Ship Helped

One place to see the whole delivery picture

Instead of checking multiple courier apps, Rasayanam now has one dashboard showing how many undelivered orders get saved, which couriers cause the most returns, and how fast deliveries are happening — updated daily.

Turning data into action

Kwik Ship didn't stop at showing numbers — they helped Rasayanam actually act on them:

• Blocking or allowing delivery to specific pin codes, based on which couriers actually deliver well there.
• Choosing the best courier for each area, instead of using the same one everywhere.
• Spotting which products were getting returned the most, so Rasayanam could look into why.
• Scoring customers by risk, to decide who to offer cash-on-delivery to. This included a tough call — restricting cash-on-delivery for high-risk customers — which Rasayanam was initially nervous about but felt confident doing once they saw the data.

AI-powered escalation management

Support used to be reactive — Rasayanam had to notice a delayed order and raise a ticket before anything happened. Kwik Ship uses AI/ML to predict which shipments are likely to get delayed or stuck in the courier network. These at-risk shipments are flagged before Rasayanam even raises the issue, so the team already has an answer ready by the time a query comes in. Rasayanam's own customer support and operations teams also use Kwik Ship's order tracking page every day to keep shoppers updated and resolve delivery questions faster.

Faster deliveries

Kwik Ship also set up next-day delivery through a courier partner. Now, about 30% of Rasayanam's orders reach customers within 48 hours — something that wasn't possible before.

Better experience for customers and support teams

Every Kwik Ship merchant account, including Rasayanam's, is backed by a dedicated two-person team — one person for support on AWB-level escalations, and a CSM focused on strategy, performance, and helping the merchant hit its business goals. Support runs directly over WhatsApp, with queries acknowledged almost instantly and resolved within the hour in most cases.

What actually drove the RTO drop

• Introducing Same-day and next-day delivery that now covers about 30% of monthly order volume, cutting the delivery window where orders are most likely to be lost or refused.
• Kwik Ship identifies the strongest-performing courier for each pin code and hard-allocates orders to that courier, instead of splitting volume evenly across partners.
• AI-powered escalation handling gives customers ready answers to delivery queries immediately, instead of the 3–4 day turnaround support teams needed earlier.
• Urgent merchant escalations — like updating consignee details on a shipment — now get resolved faster over WhatsApp, instead of going through legacy ticketing systems.

What else changed

Beyond the numbers, Rasayanam's team now understands their shipping operations much better. Instead of reacting after something goes wrong, they can spot problems early and act on them — across returns, courier choice, and customer risk.

Rasayanam describes working with Kwik Ship as feeling less like a vendor relationship and more like having an extra team member — one who takes ownership, asks tough questions, and keeps pushing for better results.

About Kwik Ship

Kwik Ship is GoKwik's AI-powered courier aggregator that helps online brands see exactly where deliveries are going wrong, across all their couriers, and fix it — reducing returns and building customer trust.