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: Once you click on Request Action, you will be shown two options — Customer Request and Escalation. Since you want to take an action based on your customer’s preference, you should select Customer Request here.
Step 4: On the next screen, you’ll be presented with three options:
🔄 Reverse Pickup
💰 Refund End Customer
📦 Replacement
Choose the action based on what your customer is requesting.
Step 5: Choose What You’d Like to Do
🔄 A) Reverse Pickup (RVP): We’ll arrange pickup of the product from your end customer.
1. If you choose Reverse Pickup, you’ll first be asked to select the product for which you want to initiate the pickup, along with the quantity of units to be returned.
2. After clicking on Continue, you’ll need to select a reason for the reverse pickup and add a short description explaining the situation. You will also be able to see the RVP charges upfront at this stage.
3. Once you submit the details and click on Continue again, the reverse pickup request will be successfully raised, and the vFulfill team will initiate the 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.
1. If you choose Replacement, you’ll first be asked to select the product and the number of units you want to replace. You can review and edit the quantity before proceeding.
2. Once you click on Continue, a replacement order will be created for your customer and will appear under Open Orders.
If multiple variants are available, you will also have the option to change the variant at this stage.
👉 To complete the process, go to Open Orders and place the order so that the replacement can be shipped to your customer.
👉 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).
1. If you choose Refund End Customer, you’ll first be asked to select the product and the number of units for which you want to issue the refund.
2. Once you continue, you’ll be required to enter your customer’s bank details, where the refund amount should be credited. Please make sure all details are entered correctly to avoid delays.
After submitting the details, the refund request will be raised successfully.
👉 From here, the vFulfill team will take it forward - the refund will be processed to your customer, and the same amount will be deducted from your vFulfill wallet.
⚠️ Note: This option is available only for COD orders under vFulfill GST.
🔎 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.
What You’ll See Inside Each Request:
Each request has a unique Request ID (e.g., VFDP3, VFDP78) for easy tracking.
You’ll be able to see the current status. For example, Open Refund means the refund is yet to be initiated from vFulfill’s end.
As the request progresses, the status updates to show actions taken, such as:
Refund initiated
Replacement order created
RVP QC completed
For reverse pickups, you’ll also find the AWB number, which you can use to track the return shipment.
A timeline view shows when the request was created, moved to processing, and completed - giving you full visibility.
For refund requests, you can still edit customer details until the request is picked up by the vFulfill team.
You can also filter requests by status to quickly find open or pending actions.
🔁 Can You Raise Multiple Actions for the Same Order?
So far, we’ve seen how to raise each request individually. However, you also have the flexibility to take multiple actions on the same order - depending on what your customer needs.
For example, you can:
Raise a Reverse Pickup (RVP) along with a Refund
Initiate a Replacement and Reverse Pickup at the same time
You can either raise these actions together in one go or one after another, based on how you want to handle the situation.
💡 What We Recommend
If you want the old product to be picked up and a new one to be delivered, it’s usually better to:
👉 Wait for the reverse pickup to complete first
Once the product reaches the warehouse, it goes through a basic QC check and is marked as good or bad inventory.Based on this, you can then decide whether to proceed with the replacement.
This approach helps you:
Avoid unnecessary losses
Make better decisions based on actual inventory condition
🧩 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 more than just an action. It’s your way of saying: 👉 “I care about my customer’s experience.”
Even when it comes at a cost, it helps you build trust, loyalty, and long-term brand value.
And with vFulfill, managing it is simple, transparent, and just a few clicks away. 💙