Shipping Issues

  • Updated

If either you or your customer are facing issues with an order delivered via Shiprocket, this article lists the steps that you can take to resolve the issue. For orders that were either picked up by the customer from your store or delivered by your own courier partner, we recommend resolving any order-related issues with customers 1*1. This will keep their trust as well as discourage them from providing a bad rating for your store on the app and playstore.

In this article, we will discuss the following topics

  1. A. What is a delivery dispute?
  2. B. I have a sipping related query. What should I do?
  3. C. How do I resolve a delivery dispute?
  4. D. How can I ensure speedy resolution of delivery disputes?

1. What is a delivery dispute?

If either you or the customer are dissatisfied with the condition of the shipment after receiving it, you can reach out to Smartbiz seller support. There could be multiple reasons for the dispute such as receiving a damaged, incorrect or missing product. In such cases, you should reach out to us within a 24-48 hour window for a resolution. Raising a ticket beyond this window will make it difficult for Shiprocket to validate and provide closure on your issue.

2. I have a shipping related query. What should I do?

If you would like to track the status of your shipment after handing it over to the courier partner, you can navigate to the order on ‘My Order’ tab and click on ‘Track’. However, if you want further clarity on when the shipment will be delivered/ delivery date is past the expected date, you can contact Smartbiz seller support for more details.

Please note that you will need to share the AWB number. We will respond to your query within 1 day.

3. How do I resolve a delivery dispute?

Depending on the type of dispute, you will need to keep the following points in mind before raising a ticket –

A pre-shipping video is a video made to demonstrate the original condition of a product(s) before handing it over to the courier partner. If a customer receives a damaged product, the pre-shipping and unboxing video will help Shiprocket provide a speedy resolution.

4. How can I ensure speedy resolution of delivery disputes?

You must keep the following points in mind while raising a delivery dispute. It will enable Shiprocket to provide a fast and favorable outcome –

  1. Always make pre-shipping videos of any product before handing it over the courier partner.
  2. In case a customer reaches out to you with complaints of the product condition, ask them to share an unboxing video to demonstrate the product condition.
  3. Raise a ticket on Smartbiz support as soon as either you or the customer observes any issues with the shipment. Issues reported after 48 hours from receiving the shipment may not get a resolution from Shiprocket.
  4. You can opt for QC enabled returns if a customer requests for a return. Courier partners will thoroughly examine the product before accepting a return from the customer. You can enable QC returns by logging onto Shiprocket website > Returns > Click on the toggle to enable QC.
  5. Ensure to provide negative POD (proof of delivery) remarks upon receiving a damaged product. A POD is a receipt which establishes the receiver’s acknowledgment of the freight received in good condition. Depending on the courier partner, you will either physically sign a POD hard copy or digitally sign an e-POD.