Customer Support
Home
Solutions
How can we help you today?
Enter your search term here...
Search
Login
to submit a new ticket
Check ticket status
9266623006
Knowledge base
General Enquiry
General Enquiry
4
How do I contact the Shiprocket support team?
What is Profile Milestone?
Shiprocket Glossary: Important Terms All Shiprocket Users Should Know
Can I add my brand logo and product details to the shipping label?
Plans
3
What are the different plans available in Shiprocket? Which plan is best for me?
Can I upgrade and downgrade my plan at any time?
Can I use the wallet balance to pay my SaaS invoice?
Updated Policies
4
Updated Policies as on 27-11-2018
Shiprocket Terms and Conditions: Lost Shipment
Shiprocket Terms & Conditions: Snatching
Shiprocket Standard Operating Procedure Guidelines
Tier
1
How do I upgrade my shipping tier on Shiprocket?
Orders
Create Order
7
How to Create a COD/Prepaid Order in Shiprocket?
What Is an Order ID?
What Is a SKU, HSN Code, and Eway Bill Number?
Can I Create an Order Without Adding Product to the Catalog?
How to add orders in bulk?
View all 7
Reports
3
How do I see my orders report?
How do I see my shipments report?
How to download the remittance report for my COD orders
Process Order
12
How do I automatically sync my orders ?
How to download all my orders from the Shiprocket Panel?
How do I ship an order? Detailed order processing guide
How do I edit/modify an order in Shiprocket?
How do I process or ship my orders in bulk?
View all 12
Order Cancellation
3
What happens to my wallet balance if I cancel my order?
Can I cancel an order or shipment in Shiprocket? How will I get the refund for it?
My order is in out for pickup status. Can I cancel it?
Shipments
Forward Shipment Tracking
4
How can I track my shipment status?
How can I track shipments for a particular date range?
Where can I track my shipment with a particular AWB?
How to track my international orders?
Return/RTO Shipment Tracking
1
What is RTO Initiated, Delivered and Acknowledged?
Custom Buyer Communication
5
What are Buyer Communication Settings?
How to customize my email notifications?
How to customize my SMS notifications?
Can I put my company logo in email notifications?
I don’t want to send any order notification from Shiprocket. Help me!
Pickup
Shipment Pickup
13
What if my pickup is delayed?
What are the different stages of Pick up in ShipRocket Panel ?
Do ShipRocket’s carriers have S.L.A.’s defined for late deliveries, pick ups, etc.?
Why do I get a pickup error?
How can I track my out for pickup shipments?
View all 13
Eway Bill
6
Do I need to upload an Eway Bill for my shipment? How do I do it?
Mandatory details required for uploading an Eway Bill
I want to update my existing Eway Bill
How to upload Eway Bill for an RTO shipment?
What happens if I don’t upload an Eway Bill for my RTO shipment?
View all 6
Pickup ID
11
What is a pickup ID?
How do I find my pickup ID?
Can shipments be moved from one pickup ID to another?
Can I still use Manifest ID to escalate pickup delays?
What is the difference between a pickup ID and a Manifest ID?
View all 11
Pickup Schedule
3
How do I schedule a shipment pickup for a future date?
Can I schedule my pickup on any date?
Can I change the date of my scheduled pick-up?
Weight Discrepancy
Shipment Weight
9
Why there is a weight discrepancy pop up on my screen?
If I do not agree with the charged weight, what are the next steps to follow?
Please explain the Weight Discrepancy tab + [Video Guide]
Explain the different types of weight terminology used in the platform? + [Video Guide]
What are the packaging tips to reduce weight errors in shipping?
View all 9
Weight Discrepancy Report
1
How do I export the Weight Discrepancy report?
NDR
NDR Escalation
7
What is NDR?
How to Process an NDR?
What is the process time for NDR?
How to escalate my NDR reattempt request?
How many attempts will be made by the courier company to deliver my order?
View all 7
NDR Buyer Flow
2
What is NDR Buyer Flow?
What is NDR Buyer Panel?
KYC
KYC
4
How do I get KYC verified?
What documents are required for KYC verification?
My KYC verification got failed. What now?
How much time does it take for kyc verification in Shiprocket?
Dashboard
Dashboard
6
Improve Performance with Our New Dashboard
Shiprocket Dashboard: Everything You Need to Know About Your Orders
Shiprocket RTO Dashboard: Everything You Need to Know
Shiprocket Courier Dashboard: Most Important Data You Need to Know
Shiprocket Delays Dashboard: Understanding Delays in Pickup & Delivery
View all 6
Courier & Channel integration
Courier Integration
1
What is the process to activate Aramex as International courier partner?
Channel Integration
31
What is the frequency of order sync for different channels?
How do I integrate amazon as a channel?
How Do I integrate Ebay with Shiprocket?
How Do I integrate Opencart with Shiprocket?
How Do I integrate Woocommerce with Shiprocket?
View all 31
Troubleshooting
5
Troubleshooting Checklist: Magento & Shiprocket
Facing issue with API integration. Help me!
Troubleshooting Checklist: WooCommerce & Shiprocket
Troubleshooting Checklist: Amazon & Shiprocket
Troubleshooting Checklist: Shopify & Shiprocket
Settings
Company Settings
8
Basic company information/details required to start shipping on Shiprocket
My Bank Verification Got Failed. What Now?
What is Order verification? How do I enable it for my account?
How to verify COD orders?
How to add your customer care number in the shipping label?
View all 8
Courier Settings
4
Can I select multiple courier partners?
How can I activate and deactivate courier channels from my panel?
What is Courier Priority? What is the best way to set courier priority?
Shiprocket: How to set courier rules?
Tax Class Settings
1
How do I modify tax classes in Shiprocket?
Category Settings
1
How do I add a category to my ShipRocket panel?
Rate calculator
Domestic Freight Calculation
3
How does a domestic shipping rate calculator work?
What do we mean by shipment forward charges and RTO charges?
Explaining shipping zones: How shipment zones affect order fulfillment and rates?
International Freight Calculation
1
How does an international shipping rate calculator work?
Tracking Page
Tracking Page
8
Benefits of Creating a Shiprocket Tracking Page
I want to create my own tracking page. Please help!
Step-by-step guide to link your existing domain to Post Ship tracking page
How to add product recommendations on Tracking Page?
What is NPS?
View all 8
Postship - Returns & Refunds
2
How do I enable ‘Returns’ on my Post Ship tracking page?
How to activate “refund” on my post ship tracking page?
Mobile App
General FAQs & Settings
14
Download Shiprocket App
Shiprocket Mobile App: How to add money to my shipping wallet?
Where can I check my Recharge Logs?
What are the basic details required to start shipping with Shiprocket?
Why do I need to add my bank account details?
View all 14
Hyperlocal
12
Shiprocket App: How to ship my local orders?
Shiprocket Local: List of courier partners
Why should I choose local delivery?
Is my pincode serviceable for Shiprocket Local delivery?
Shiprocket Local: Packaging tips you should follow
View all 12
Weight Reconciliation
2
Shiprocket App: Explain Weight Discrepancy tab
Shiprocket App: Shipment weight terms you should know
Billing & Recharge
7
Shiprocket App: All about freight invoices
What are the necessary steps to be fulfilled for hassle-free COD remittance?
Why did you apply additional charges for weight and RTO on my account?
Shiprocket App: When will I receive my COD payment?
What is Shiprocket Postpaid? How do I activate it?
View all 7
Pickup & Delivery
8
Shiprocket App: How to escalate my order pickup?
Shiprocket App: How to download a POD for my order?
Shiprocket App: How to view RTO orders?
Shiprocket App: My order hasn't been delivered yet. How to escalate it?
Shiprocket App: Can I add my orders in bulk?
View all 8
Orders & Shipments
8
Shiprocket App: How to process an order?
Shiprocket App: How to print Eway Bill number on the shipping label?
Shiprocket App: How to generate label and invoice for an order?
Shiprocket App: How to generate manifest for multiple orders at once?
Shiprocket App: Can I add my brand logo and product details to the shipping label?
View all 8
RTO (Return to Origin)
RTO Shipments
7
Why are there additional charges for weight and RTO on my account?
What is RTO? What are the possible reasons behind RTO?
How to reduce RTO in shipping?
My customer is not available at the location. Help me!
Will I be charged for RTO?
View all 7
Returns & Refunds
Returns
14
How to add a return order?
How to process a New Return Request?
How to reassign a return order?
There are only three couriers available for return pickup. Why?
How to cancel a return order?
View all 14
Refunds
5
Understanding the new refund process by Shiprocket
How to add refund details while creating a return order?
What are the modes of Refund I can offer to my customers?
Can I decide when to initiate a refund on a return order?
How can I auto refund a buyer?
Customers
Customer Profile
1
How to add and search your customer's details in Shiprocket?
Shiprocket Fulfillment
Introduction
12
What is Shiprocket Fulfillment?
How does SRF work?
How do you add products to your Shiprocket Fulfillment Account?
How do I generate barcodes for my SKUs?
What is GRN?
View all 12
SRF Pricing
2
What exactly is 30-days free storage?
How do you calculate the volume of my products?
SRF Inventory
11
What criteria are you using to evaluate the quality of inventory?
What happens to my QC failed items?
Who pays for RTO?
Can I request RTO to my home/office instead of the warehouse?
What happens if a customer cancels the order?
View all 11
SRF Packaging
11
What kind of packaging is available with Shiprocket Fulfillment?
How to select the best packaging for my products?
Can I use my packaging?
I want to edit or modify my packaging. How do I do it?
What happens in case of a multi-item order?
View all 11
Products & Inventory management
Products Management
6
How do I add a single product to master catalog in Shiprocket?
Why do we require product categories?
What is Mapped And Unmapped Product?
What do we mean by a default category?
What is a HSN code? Why do we require it?
View all 6
Inventory Management
4
What do we mean by SKU?
Where can I see the inventory report?
Does Shiprocket support inventory management?
How do I link my sales channel catalog to my master catalog?
Bulk Import & Export
4
How to Import your master catalog to Shiprocket?
How to use the ShipRocket on Shopify App Store to automatically bulk process my orders?
How do I create Manifest in Bulk?
How do I bulk import orders from sales channels?
Package Master
12
Package Master: How many pictures do I need to upload?
How much time does it take to get approval for my package request?
What happens if my package request gets rejected?
Is there a way to set a package alert on Shiprocket?
Can I update an old package?
View all 12
Billing
Billing & Remittance
6
What are the necessary steps to be fulfilled for hassle free COD remittance?
I want to check how much COD is pending to be remitted?
I want to upgrade my Shiprocket plan. How do I do it?
How soon can I receive my COD amount in my bank account?
What is Shiprocket Postpaid? How do I activate it?
View all 6
Invoice Management
6
How to generate invoice and label for single and bulk order?
How many times do I get freight invoices in a month?
Please explain the Paid and Unpaid Freight Invoices
How to print eway bill number on shipping label?
What happens if I don't pay my invoice?
View all 6
My Account Billing
1
Where can I see the recharge history for my previous transactions?
Shiprocket Wallet
3
I'm not able to recharge my wallet. Please help!
Can I get my COD payment directly in my Shiprocket wallet?
My transaction is successful, but I haven't received money in my Shiprocket wallet
FAQ
Order FAQ's
1
How Shiprocket works?
Billing FAQ's
2
What is Shiprocket Early COD? Should I opt for it?
How to activate Early COD for my Shiprocket account?
Integration FAQ's
2
Can I Ship Directly Through My Website/E-commerce Channels?
Can I use more than one courier partner?
Shipment FAQ's
3
How many COD & pickup pincodes do you cover?
What is Split Shipment? How do I enable it for my account?
What is Multi Packet Shipment?
Others
7
Is Shiprocket a courier partner?
Which products are prohibited/dangerous to ship via Shiprocket?
Whom should I contact - Shiprocket or courier partner?
I forgot my password. How do I reset it?
I'm not able to log in to my Shiprocket account
View all 7
Shipping Queries
Shipment Delivery
7
How to raise a complaint for delivery delay?
My customer hasn't received his product/shipment/order. What should I do?
Can I change the delivery date for my order?
What do you mean by the expected delivery date?
How to download POD for my order?
View all 7
Shipment Security
1
Do you offer shipment security? Is there any maximum coverage amount?
International Shipping
10
What documents are required for International shipping?
Can I do bulk shipping or label assignment for international orders ?
Which all courier partners do we support for international shipping?
Where can I see my international orders in Shiprocket ?
Do We Process International COD?
View all 10
Shiprocket Essential
COVID-19: Shipping Guidelines
1
COVID-19: Guidelines for shipping essential products during lockdown
Shiprocket Essential FAQs
7
COVID-19: List of essential items you can ship in India
Can I cancel my Shiprocket Essential order?
Is the return functionality available for Shiprocket Essential orders?
Shiprocket Essential: How much does it cost?
List of Shiprocket Essential courier partners
View all 7
SARAL
FAQs
17
I’m already shipping with Shiprocket. Can I use the same account for Saral?
When will I get my COD remittance?
What is the minimum recharge value for activating my Saral account?
What can I ship with Saral?
Is Saral available in Hindi?
View all 17
Shiprocket Secure
Shiprocket Secure
3
List of Goods Covered Under Shiprocket Secure
List of Goods Not Covered Under Shiprocket Secure
What Is Shiprocket Secure? How Do I Activate It for My Account?
Shiprocket 2.0
Orders
23
How to add an order?
How to edit an order?
Where can I view my RTO orders?
Shiprocket: How to ship an order?
How do I update orders in bulk?
View all 23
Pickups
14
What is a pickup ID?
How do I find my pickup ID?
Can shipments be moved from one pickup ID to another?
Can I still use Manifest ID to escalate pickup delays?
What is the difference between a pickup ID and a Manifest ID?
View all 14
KYC
4
How do I get KYC verified?
Shiprocket: What documents are required for KYC verification?
My KYC verification failed. What should I do now?
Shiprocket: How much time it takes for KYC verification
Channels
20
How do I integrate Amazon as a channel?
How Do I integrate Opencart with Shiprocket?
How Do I integrate Woocommerce with Shiprocket?
How Do I integrate Magento(version 1) with Shiprocket?
How do I integrate Shopify as a channel with Shiprocket ?
View all 20
Recharge Wallet
1
How do I recharge my Shiprocket wallet?
Rate Calculator
4
How does a domestic shipping rate calculator work?
What do we mean by shipment forward charges and RTO charges?
Explaining shipping zones: How shipment zones affect order fulfillment and rates?
How does an international shipping rate calculator work?
Billing
9
What are the necessary steps to be fulfilled for hassle free COD remittance?
I want to check how much COD is pending to be remitted?
I want to upgrade my Shiprocket plan. How do I do it?
What is Shiprocket Postpaid? How do I activate it?
I have already activated Shiprocket Postpaid, but it's not showing active for my account.
View all 9
Support
1
How do I contact the Shiprocket support team?
Weight Panel
10
Why there is a weight discrepancy pop up on my screen?
If I do not agree with the charged weight, what are the next steps to follow?
Please explain the Weight Discrepancy tab
Explain the different types of weight terminology used in the platform?
What are the packaging tips to reduce weight errors in shipping?
View all 10
NDR
7
What is NDR?
How to Process an NDR?
What is the process time for NDR?
How to escalate my NDR reattempt request?
How many attempts will be made by the courier company to deliver my order?
View all 7
