Case study · Retail · D2C

Saanvi Crafts: 22% lower rto in 6 weeks.

How Saanvi Crafts moved COD confirmations to WhatsApp on Go4whatsup — and dropped RTO from 18% to 14% in a single quarter.

D2C home-décor brand · Mumbai · 12k orders / mo

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Challenge

  • 18% of COD orders were coming back RTO'd — ₹7L+ in reverse logistics per month.
  • Support team was spending 3 hours a day calling COD customers to confirm — and still missing 40% of them.
  • No attribution on which campaigns drove which orders — marketing was flying blind.

Solution

  • Shopify ↔ Go4whatsup connector installed in one click — 4 hours of setup total.
  • Two pre-approved templates: COD confirmation (YES/NO buttons) and shipping update with tracking.
  • Customers who don't confirm in 6 hours get routed to a Saturday call queue — not shipped blind.
  • Campaign attribution tagged every order back to the source WhatsApp flow.

Results

  • RTO dropped from 18% → 14% in 6 weeks, from 14% → 12% in the following quarter.
  • Support team reclaimed ~2 hours a day. They now handle actual support, not dial-pad work.
  • WhatsApp campaigns attributed ₹14.2L in the first 90 days — clear ROI vs every other channel.
  • Abandoned-cart recovery came as a bonus: 12% of lost carts recovered in month two.
Week-by-week

How Saanvi Crafts went live.

Week 1

Meta Business verification + green-tick filing. Shopify app installed. Templates submitted.

Week 2

COD confirmation flow live on 30% of orders (A/B test). Shipping updates live 100%.

Week 4

A/B winner rolled out to 100%. Tracking dashboard + weekly report wired up to Go4whatsup analytics.

Week 6

RTO baseline (18%) hit 14%. Abandoned-cart recovery added. First Diwali broadcast sent.

22% lower RTO in 6 weeks
We were losing one in five COD orders to RTO. After we moved order confirmations to WhatsApp on Go4whatsup, RTO dropped 22% in the first quarter. The setup took our team a single day — I was expecting weeks.
PS
Priya SharmaHead of CX · Saanvi Crafts · Mumbai
Stack used

What powered the story.

ShopifyRazorpayGoogle SheetsWhatsApp API
The stack Saanvi Crafts uses

Build the same setup

Shopify integration COD confirmation before dispatch — the RTO fix See the integration → Automation for order confirms Auto-trigger flows from new orders in real time See automation → Google Sheets Bulk sends from a spreadsheet — no code needed See the setup → Retail & D2C playbook Full industry page with COD, RTO, cart-recovery flows See retail solutions →

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