Why Delivery Charge Must Be Paid Before Dispatch

In Nepal, many customers are used to cash on delivery. We understand that. This system has been here for years, and when we started AR-STORE, we also trusted customers and sent orders through cash on delivery for a long time.

But after years of doing it, we had to change our policy. Not because we do not want to serve customers, but because the loss became too heavy for a small online store to carry.

What happened with cash on delivery

There were days when returns were more than real deliveries. Some days we were sending around 15 orders, but 20 to 30 parcels were coming back as returns. Yes, returns in one day.

That ratio is very hard for any business. Every returned parcel still costs courier money. The courier company charges for sending the parcel, handling it, and bringing it back. Even when the customer does not receive the order, the store still pays.

At one point, fake orders and careless returns were costing us around Rs. 30,000 per month only in delivery charges. That is not product cost. That is only courier loss.

Even in normal months, return charges can cost us more than Rs. 20,000 per month just to pay the delivery company. If we calculate all the return fees we have paid until now, it becomes a huge amount. Honestly, the total return cost is painful to even think about.

Those are charges paid only because parcels went out, customers did not receive them, and the courier company still had to move the parcel back. The product returns to us late, the money is already spent, and the whole process becomes a loss.

We trusted customers first

When a customer agreed on Facebook or WhatsApp, we packed the order. We trusted the name, phone number, and address. We sent the parcel to the logistics company.

But many customers returned the parcel after it reached their area. Some changed their mind. Some found a similar bag in their own town. Some said, "I ordered only to see the product." Some simply did not pick up the call.

This is painful because packing, printing labels, handing over to courier, tracking, and receiving returns all take time and money. When a customer has not paid anything, many people do not feel accountable for the parcel.

Why delivery charge pre-payment helps

Delivery charge pre-payment does not make every order perfect. Some people can still return even after paying delivery charge. But it helps us know that the customer is serious and understands that courier service has a real cost.

When the delivery charge is paid before dispatch:

• the customer confirms the address and delivery cost
• our team can pack with more confidence
• the courier loss from fake orders becomes lower
• real customers get faster processing
• the store does not keep burning money on careless orders

This is not about blaming every customer. Many customers are genuine, kind, and serious. We are thankful for them. But because of past experience, we cannot send parcels without at least delivery charge pre-payment.

For customers without banking apps

We know not everyone uses mobile banking, eSewa, Khalti, or online payment. Some genuine customers still do not have easy access to banking systems.

For those customers, we support NTC recharge card payment for delivery charge. Our team uses NTC, so you can send us a clear photo of a scratched but unused NTC recharge card. We verify the recharge card from our side before dispatch.

Please make sure:

• the recharge card has not been used
• the PIN is clear in the photo
• you send it only to the official support contact
• you wait for our team to verify it before expecting dispatch

If the card is already used or unclear, we cannot count it as payment.

If you do not agree with delivery charge pre-payment

We respect your choice, but we will not be able to dispatch the order without delivery charge payment first.

This policy exists because of real losses from past cash on delivery orders. Sending parcels without any payment became too risky for us after repeated fake orders, changed minds, and courier returns.

For a small online store, every returned parcel hurts. We are not only losing money. We are losing packing time, staff time, courier coordination time, and the chance to serve genuine customers faster.

Where to check the charge

For zone-wise delivery information, visit Delivery Charges. For parcel status after dispatch, use Order Tracking.

If you are unsure about the delivery charge or payment method, please call support during working hours before making payment.