Sometimes, even after a smooth delivery, your customer may come back with a new preference - maybe they want a different size, a new color, or even a refund.
These aren’t issues with the quality of product delivered, but choices you may want to honor to keep your customer happy.
That’s where a Delivered Request comes in. It’s your way to ask vFulfill to take an action - like arranging a reverse pickup, sending a replacement, or processing a refund - purely based on your (or your customer’s) preference.
👉 Think of it as: “I choose to delight my customer, even if I cover the cost.”
🌟 Common Scenarios for Raising a Delivered Request
💡 Scenario | 🛠️ Action You Can Take |
|
Raise a Replacement request. |
|
Raise a Refund request. |
|
Raise a Reverse Pickup + Refund/Replacement. |
⚠️ Note: In all these cases, you will be covering the costs (fulfillment, shipping, etc) but the action helps maintain customer trust & loyalty.
(Refunds are processed only if vFulfill has received payment for your prepaid order, or if it’s a COD order and you are operating under vFulfill’s GST.)
📝 How to Raise a Delivered Request?
Step 1: In your vFulfill account, go to Shipments.
Step 2: Open the Delivered Shipments tab. Search for the Order ID that you want to take action on. Click on Request Action next to the order.
Step 3: Choose what you’d like to do:
A) 🔄 Reverse Pickup (RVP): We’ll arrange pickup of the product from your end customer.
- Choose a reason: From the dropdown menu, select the reason for the reverse pickup.
- Click “Request Action”: This will notify vFulfill to arrange a pickup from your customer.
👉 Know in Detail
B) 📦 Replacement: A new prepaid order will be created (customer doesn’t pay, you cover costs) under Open Orders.
- Click on “Change Variant”: Select the variant to be sent.
- Click “Request Action”: This will create a new pre-paid order under Open Orders process the replacement.
- Go to Open Orders: Place the order to send replacement order.
👉 Know in Detail
C) 💰 Refund End Customer: You chose to refund the order amount to your customer from your vFulfill wallet. (Only available for COD orders and partner working under vFulfill GST).
- Fill Customer Details: Enter the bank details of the customer so we know whom to refund the amount.
-Click “Request Action”: This will create a refund request notifying vFulfill team to issue a refund.
👉 Know in Detail
✨ Once confirmed, your request is recorded and vFulfill starts processing it.
🔎 How to View & Track Raised Delivered Requests?
Step 1: In your vFulfill Dashboard, go to Order Support >> Delivered Requests.
Step 2: You’ll see three different tabs here: RVP, Replacement, Refund and information related to them.
1. Every order has a unique request ID - VFDP1234
2. You will find the Reverse Pickup AWB - Click on it to view the tracking page of the shipment.
3. Each request will show a status:
Open → Request created, waiting for vFufill team to take action on it.
In-Processing → Our team has started working on it.
Closed → The process is completed.
🧩 Example: Customer Wants a Different Variant of the Product Delivered
Let’s walk through a real scenario:
🔹 A customer orders a Red Bottle, but emails your store asking to exchange it for a Blue Bottle.
Here’s how you would handle it:
Go to Shipments >> Delivered Shipments >> Search the Order ID.
Click Take Action >> Reverse Pickup to collect the Red Bottle:
-⏳ RVP takes 5–7 days.
-💰 Cost is shown upfront and borne by you.
Once the shipment is received back at the warehouse, we do a basic QC and add it to inventory (good/bad).
You can:
- ✅ Wait for the bottle to arrive back at the warehouse, then raise a Replacement, OR
-⚡Immediately click Take Action >> Replacement in parallel.
A new prepaid order appears in your Open Orders tab.
-Customer pays nothing again.
-You cover shipping, fulfillment, convenience, and COD fees.
Place the replacement order, and vFulfill delivers the Blue Bottle to the end customer.
✨ In short: A Delivered Request is your way of saying “yes” to your customer’s preference, even at your own cost. It’s a small step that keeps trust alive, builds loyalty, and shows that your brand genuinely cares.
With vFulfill, managing it is just a few clicks away. 💙