How Not Spring Rolls reduced its RTO from 60% to 4% using FlexyPe?

Introduction                              

Not Spring Rolls is redefining sustainable fashion with its line of eco-friendly T-shirts crafted entirely from organic and compostable materials. With an unwavering commitment to environmental responsibility, the brand has successfully eliminated the use of all plastics from its manufacturing process — a rare achievement in the apparel industry.

Every element of their T-shirts is designed with sustainability in mind. From the ultra-soft organic fabrics to the biodegradable printing inks, each component breaks down naturally, leaving no harmful trace behind. Even the tag labels are made from seed paper, allowing customers to plant them and grow their own herbs — blending fashion with nature in the most creative way.

Not Spring Rolls doesn’t just make clothing — they make a statement. Their innovative approach proves that style and sustainability can go hand in hand, offering conscious consumers a guilt-free way to express themselves while caring for the planet.

Discover how Not Spring Rolls significantly reduced its Return to Origin (RTO) rate with the help of FlexyPe.

Challenge

• Not Spring Rolls was dealing with a high Return to Origin (RTO) rate while using Shopify’s default checkout, causing revenue loss and operational inefficiencies.
• They needed a solution to reduce RTOs by validating customer information and increasing successful deliveries.

Solutions by FlexyPe

• OTP Validation Before Login
  Before logging in, the system prompts users for OTP (One-Time Password) validation to verify and cross-check the authenticity of the phone number. This adds an extra layer of security.
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• Partial COD
  In Partial Cash on Delivery (COD), the customer pays a small advance amount at the time of placing the order, while the remaining balance is paid upon delivery. This model builds trust and reduces RTO by ensuring buyer commitment through a minimal upfront payment.

• Payment Discounts Login
  Payment discounts are offered when customers choose specific payment methods, usually online modes like UPI, cards, or wallets. These discounts are not available for COD orders, encouraging users to opt for prepaid payments to enjoy lower prices.

Results

1. Return to Origin (RTO) Rate Reduced from ~60% to just 4%

Not Spring Rolls has made remarkable strides in optimizing its logistics and customer engagement strategies. One of the most notable achievements is the reduction in Return to Origin (RTO) rates — previously hovering between 50–60%, now brought down to an impressive 4%.

Initial State (~60% RTO):

• At 50-60%, more than half of dispatched orders were returned undelivered, indicating significant inefficiencies in the order fulfillment process.
  
• Possible reasons include:
  
  • Customer Behavior: High COD orders where customers refuse delivery due to change of mind, distrust, or impulse buying.‍
  • Operational Issues: Inaccurate addresses, poor courier coordination.‍
  • Product or Expectation Mismatch: Non-serious buyers often place orders without fully understanding the product, leading to mismatched expectations and refusals at delivery, which increases return rates.

Achievement (Reduced to 4%):

• Reducing RTO to 4% is a dramatic improvement, suggesting robust interventions. A 4% RTO rate is exceptionally low, even for mature e-commerce businesses.
• Possible Strategies Implemented:
  
  • Prepaid Order Push: They implemented prepaid payment offers to encourage upfront payments. This helped reduce COD-related refusals by attracting more serious buyers.
  • Enhanced Customer Verification: They introduced OTP-based phone verification during checkout. This ensured better customer authenticity and reduced fake orders.

2. The payment discount option has dramatically increased the prepaid order ratio from 5% to 80%

Prepaid orders are those paid upfront (e.g., via credit/debit cards, UPI, or wallets) rather than at delivery (COD). A low prepaid ratio (5%) suggests heavy reliance on COD, common in markets with low digital payment adoption or trust issues. Increasing this to 80% indicates a major shift in customer behavior and payment preferences.

Initial State (5% Prepaid Orders):

• Only 5% of orders were prepaid, meaning 95% were COD. This is typical in markets where customers prefer paying after inspecting goods.

Possible reasons include:

• High RTO Risk: As seen in the first point, COD orders are prone to refusals, contributing to the initial 50-60% RTO rate.
  
• Cash Flow Delays: COD delays payment collection until delivery, straining working capital.
  
• Fraud Risk: COD orders may include fraudulent or prank orders.
  
• Customer Mindset: Low prepaid adoption suggests distrust in online payments, fear of non-delivery, or preference for physical verification.

Achievement (80% Prepaid Orders):

• Increasing prepaid orders to 80% is a remarkable shift, driven by the “additional discount option” mentioned.
• Role of Discounts:
  
  • Offering discounts (e.g., 2-5% off for prepaid orders) incentivized customers to pay upfront, overcoming trust barriers.
  • Discounts have been combined with other benefits, like faster shipping or loyalty points, to further encourage prepayment.