In-spite of shipper instructions, when the carrier is unable to deliver the shipment, the shipment is returned back to the origin (RTO) to avoid misplacing the parcel. For any shipment that is RTOed, the carrier levies an RTO charge on Vamaship as per their agreement.
At the time of monthly invoice, Vamaship charges the customer against RTO charges levied by the carrier as per the contractual rates. Vamaship neither provides a refund of charges or any free future shipments against shipments that were RTOed.
Currently, Vamaship does not provide Service Level Agreement with Key performance Indicators. We are working together with every carrier to create a solution on Key Performance Indicators and would be informed to the customers accordingly.