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Shipping Issues

  • Updated

When shipping orders through Shiprocket, you or your customers may sometimes face issues such as delayed delivery, damaged items, or missing products. This guide explains how to identify shipping issues, what actions to take, and how to get the fastest possible resolution through SmartBiz Seller Support.

What’s in this article

  1. What counts as a delivery dispute

  2. What to do if you have a shipping-related query

  3. How to raise and resolve delivery disputes

  4. Tips to ensure faster dispute resolution

  5. FAQs

1. What is a delivery dispute?

A delivery dispute occurs when you or the customer notice a problem with the order after delivery. Common reasons include:

  • Damaged item

  • Wrong product received

  • Missing product

  • Poor packaging

  • Tampered shipment

You must raise the dispute within 24–48 hours of delivery.
Raising a ticket after this time makes it difficult for Shiprocket to verify the issue.

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

For orders shipped via Shiprocket:

To track delivery status

Go to My Orders → Select the Order → View Details.

If delivery is delayed or unclear

Contact SmartBiz Seller Support with the AWB number.
Seller Support will typically respond within 1 business day.

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?

Before raising a ticket, prepare the required supporting evidence. This helps Shiprocket process your case quickly.

Important evidence to keep ready

  • Pre-shipping video: A short video showing the product’s condition before packing and handover

  • Customer unboxing video (if available): Helps compare before/after

  • Clear photos of damage, tampering, or missing items

  • AWB number and order ID

  • POD remarks if you received a damaged return

Once ready, raise a ticket through SmartBiz Seller Support.

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

To get quicker outcomes from Shiprocket, follow these best practices:

  1. Always create a pre-shipping video: Record the product clearly before packing. This is the strongest proof Shiprocket uses to verify disputes.
  2. Ask customers for unboxing videos: If the customer reports damage, request an unboxing video immediately.
  3. Raise the ticket quickly: Report the issue within 48 hours of delivery. Late submissions often cannot be validated.
  4. Enable QC Returns: This ensures the courier checks the product at customer pickup.
  5. How to enable QC: Shiprocket Website → Returns → Enable QC toggle.

  6. Add negative POD remarks: If you receive damaged items, mark appropriate remarks on the POD/e-POD.
    This helps validate the issue later.

     

FAQs

1. What if my customer claims the product was damaged but has no unboxing video?

Raise a dispute anyway, but Shiprocket may request stronger evidence. Your pre-shipping video becomes critical in such cases.

2. How long does Shiprocket take to resolve a dispute?

Most cases take 3–7 business days, depending on the evidence and the courier partner’s verification process.

3. What if the courier marks the shipment as delivered, but the customer says they did not receive it?

Share the AWB number and delivery details with Seller Support. They will request the courier’s POD proof and investigate.

4. Can I raise disputes for COD orders?

Yes. Shipping issues (damaged/wrong/missing products) can be raised for both COD and prepaid orders.

5. What if my ticket gets rejected?

You can re-open the case with additional evidence—photos, videos, POD remarks, or any communication from the customer.

6. Should I resolve issues directly with customers?

Yes, for self-delivery or store pickup orders, resolve issues 1-on-1.
This avoids customer dissatisfaction and negative reviews.