Customer Support

Getting Started 6

• How do I sign up for a Shiprocket account?
• Important Terms All Shiprocket Users Should Know
• Shiprocket: 3 Tips for Taking Better Shipment Photos
• Learn More About Your Home Page
• How do I contact the Shiprocket support team?

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Overview 0

Orders Dashboard 0

Shipments Dashboard 0

NDR Dashboard 0

Whatsapp Communication Dashboard 0

RTO Dashboard 0

Courier Dashboard 0

Delays Dashboard 0

New Order 5

• How to Create an Order in Shiprocket?
• How to add an order?
• How to create manual order on Shiprocket?
• What is Multi Packet Shipment? How to create it?
• Learn More About the Shiprocket Orders Screen

Process Order 18

• How do I ship an order with Shiprocket?
• How do I process or ship my orders in bulk?
• How to change the payment mode of my order?
• How to download a manifest?
• How to verify my orders in Shiprocket?

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Pickups 23

• What is a pickup ID?
• How do I find my pickup ID?
• Can shipments be moved from one pickup ID to another?
• Pickup ID vs. Manifest ID - Know the Difference
• Why I'm unable to request a pickup for my shipments? Please help!

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Tracking 0

RTO Orders 10

• Will I be charged for RTO?
• How to block ODA (Out of Delivery Area) pincodes?
• How to block RTO (Return to Origin) pincodes?
• Why are there additional charges for weight and RTO on my account?
• Where can I view my RTO orders?

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Delivery Dispute 6

• How to raise a delivery dispute in Shiprocket?
• How to File a Delivery Dispute for a Missing or Incorrectly Delivered Shipment?
• How to raise a complaint for delivery delay?
• How to raise an escalation against a fake POD?
• What Is RTO Delay Escalation and How to Raise it?

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NDR 8

• 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?

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Direct Ship 2

• What is Shiprocket Direct-Ship?
• How to activate Shiprocket Direct-ship?

Return 7

• How to add a return order?
• How to reassign a return order?
• How to process a New Return Request?
• How to cancel a return order?
• How to enable Quality Check for Returns?

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Refund 5

• How to edit and customise refund settings?
• 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?
• How to activate “refund” on my post ship tracking page?

Delivery Boost 13

• What is Delivery Boost?
• What are the features and benefits of Delivery Boost?
• How can I join Delivery Boost?
• How I can try the Demo of Delivery Boost?
• How will I be charged for using the Delivery Boost service?

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Weight Discrepancy 8

• Why there is a weight discrepancy pop up on my screen?
• 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?
• How to calculate the volumetric weight of my shipment?

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Weight Freeze 1

• I want to freeze the weight and dimensions of my product

Channels 22

• How do I integrate Amazon as a channel?
• How Do I integrate Woocommerce with Shiprocket?
• How do I integrate Shopify as a channel with Shiprocket ?
• How do I integrate Unicommerce with Shiprocket?
• What Is a Pull Order Status Mapper?

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Catalogue 3

• How to Import your master catalog to Shiprocket?
• How do I link my sales channel catalog to my master catalogue?
• Can I Create an Order Without Adding Product to the Catalog?

Courier 7

• How to set courier priority?
• How to block and unblock ODA and RTO pincodes?
• How to set Courier Rules?
• How to Activate or Deactivate Couriers?
• What if no courier rule is applicable?

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Packaging 6

• What kind of packaging is available with Shiprocket Fulfillment?
• Can I use my packaging?
• I want to edit or modify my packaging. How do I do it?
• Will you charge me for packaging if my order remains undelivered or move to the RTO status?
• I want to check what packaging you used for my products?

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Customers 3

• How to add and search your customer's details in Shiprocket?
• What are the benefits of saving customer details in Shiprocket?
• What Customer Insights Can You Gain from Shiprocket's Customer Profiles?

Brand Boost 6

• What is Shiprocket Brand Boost?
• What are the benefits of Using Shiprocket Brand Boost?
• How to Use Shiprocket Brand Boost?
• What is the difference between basic tracking page and Shiprocket Brand Boost?
• Want to Empower Your Customers? Unlock Shiprocket's Order Tracking Widget

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Buyer Communication 12

• What are Buyer Communication Settings?
• How to customize my email notifications?
• I don’t want to send any order notification from Shiprocket. Help me!
• What is Whatsapp communication and how is it helpful?
• How can I select or customize the flow of WhatsApp Communication?

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Return & Refunds 1

• How does the return process work?

Early COD 2

• What is Shiprocket Early COD? Should I opt for it?
• How to activate Early COD for my Shiprocket account?

Postpaid 2

• I have already activated Shiprocket Postpaid, but it's not showing active for my account.
• What is Shiprocket Postpaid? How do I activate it?

COD Remittance 2

• I want to check how much COD is pending to be remitted?
• How soon can I receive my COD amount in my bank account?

Plan Details 4

• What are the available plans in Shiprocket and which one would be the most suitable for my shipping needs?
• Can I upgrade and downgrade my plan at any time?
• How do I recharge my Shiprocket wallet?
• I want to upgrade my Shiprocket plan. How do I do it?

Invoice Management 1

• How many times do I get freight invoices in a month?

Getting Started 6

• What are the compelling reasons for a seller to join the ONDC network?
• What benefits does onboarding onto the ONDC network through Shiprocket offer?
• What documents are necessary for the onboarding process?
• What additional recurring charges should I be aware of, aside from the sales commission on orders?
• Do buyer apps tend to prioritise displaying products from seller apps?

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Catalogue Update & Visibility 4

• What are the steps involved in adding the catalogue?
• Is it possible to set different prices for products on the ONDC platform?
• What is the process after uploading the catalogue?
• Is there a specific time frame for updating the catalogue, and what specific details can be updated at the SKU or product level?

Order Processing 4

• How can I access and monitor orders received through the ONDC channel?
• Do all orders received through ONDC require shipment exclusively through Shiprocket?
• Is Shiprocket planning to implement specific courier rules to identify such orders?
• Are there specific ONDC brand packaging requirements for shipping the products?

Remittances and Billing 7

• When can I expect to receive the remittance for the order value, and what is the frequency of the payment?
• What is the process for confirming the receipt of remittance for the orders?
• Who will receive notification about the shipment cancellation, the buyer or our team?
• What is the amount I can expect to receive for a sale made through ONDC?
• Will there be a commission fee for reverse pickup?

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In-transit/Post-Delivery Issues 3

• What is the process for identifying and addressing customer concerns effectively?
• How are post-delivery returns and concerns, such as product damage or destruction, addressed?
• What is the procedure for raising and addressing operational issues?

Return Policy 5

• What is the specified timeframe within which the buyer should initiate a return request?
• Where can I find and review my return orders?
• What are the available options for managing return orders?
• How does the product get returned when a customer complaint has been accepted, and should it be returned through Shiprocket or Non- Shiprocket logistics courier partner?
• Who is responsible for resolving buyer disputes if, as a seller, I choose not to address the buyer's complaint?

International Shipping 7

• What is the process to get the shipping Bills?
• What is the delivery TAT for different international couriers?
• What is the TAT for international shipping bills?
• Why can't I ship more than 30 KGs from Shiprocket?
• What all carriers does Shiprocket have for international shipping?

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International KYC 2

• How to do International KYC?
• When will my International KYC be approved?

Rate Calculator 5

• How to calculate my shipping rate?
• What do we mean by shipment forward charges and RTO charges?
• Explaining shipping zones: How shipment zones affect order fulfillment and rates?
• I want to send my shipment outside India. How do I check the international shipping rate in Shiprocket?
• How to check the applied COD charges?

Rate Card 4

• Can I see all Shiprocket rates in one place?
• How to compare different Shiprocket plans rates while using filters?
• What is Forward, Reverse and Document in the Rate Card?
• What is Minimum Weight?

Bulk Print Actions 3

• How do I create Manifest in Bulk?
• How do I bulk import orders from sales channels?
• How to generate invoice and label for single and bulk order?

Reports 9

• What are reports and how do I schedule a report?
• Where can I receive my scheduled reports?
• How do I determine which report to schedule?
• Where can I find my scheduled report?
• How can I request a demo of the report?

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Activity Logs 0

Company Settings 6

• What are the basic details required to start shipping with Shiprocket?
• My Bank Verification Got Failed. What Now?
• How do I get KYC verified?
• Shiprocket: What documents are required for KYC verification?
• My KYC verification failed. What should I do now?

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Payment Settings 0

Billing Settings 3

• How many times do I get freight invoices in a month?
• Please explain the Paid and Unpaid Freight Invoices.
• How can I pay my shipping invoice?

API Settings 3

• Shiprocket API Document Helpsheet
• How to create an API user? Can I have more than one API users?
• Facing issue with API integration. Help me!

Seller Notification Settings 0

User Role Management 1

• How to create Multi-users?

Secure Shipment 4

• 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?
• How to activate Shiprocket Secure?

RTO Score 10

• What is the RTO score feature for you?
• How can I enable or disable RTO score?
• What is High or low RTO predicted order?
• What are the benefits of the RTO Score Feature?
• What action can I take on High & Low RTO?

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Account Setup 4

• Download Shiprocket App
• Why do I need to add my bank account details?
• Shiprocket App: Can I add my brand logo and product details to the shipping label?
• Can I integrate my sales channel using Shiprocket app?

Tracking and Notifications 2

• Shiprocket App: Explain Weight Discrepancy tab
• Shiprocket App: Shipment weight terms you should know

Order Management 2

• How to create a return order in Shiprocket App?
• Is it possible to reassign my shipment to a different courier partner once the manifest has been generated?

Billing & Recharge 4

• Why did you apply additional charges for weight and RTO on my account?
• Shiprocket App: When will I receive my COD payment?
• Shiprocket App: All about freight invoices
• Explaining Shiprocket Passbook Charges

Introduction 11

• What is Shiprocket Fulfillment?
• How does SRF work?
• What is GRN?
• What happens when the product goes out of stock?
• How do you add products to your Shiprocket Fulfillment Account?

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SRF Pricing 2

• What exactly is 30-days free storage?
• How do you calculate the volume of my products?

SRF Inventory 13

• How much inventory do you need for SRF?
• What criteria are you using to evaluate the quality of inventory?
• Can I cancel an ASN?
• What happens to my QC failed items?
• I want to register for SRF, but my business needs are season specific. Please help!

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SRF Packaging 4

• What happens in case of a multi-item order?
• When will I be billed for packaging?
• Do I need to provide my packaging preference at the time of product upload?
• Do I need to mention packaging type for all products?

Create Order 0

Reports 0

Process Order 0

Order Cancellation 0

Forward Shipment Tracking 0

Return/RTO Shipment Tracking 0

Custom Buyer Communication 1

• How to customize my SMS notifications?

Shipment Pickup 0

Eway Bill 0

Pickup ID 0

Pickup Schedule 0

Shipment Weight 1

• Stop Weight Discrepancies Now! Simple Shipping Hacks

Weight Discrepancy Report 0

Weight Freeze 1

• Is there any SOP or Guide document for understanding Weight Freeze?

NDR Escalation 0

NDR Buyer Flow 1

• What is NDR Buyer Panel?

KYC 0

Dashboard 0

Courier Integration 0

Channel Integration 0

Troubleshooting 0

Company Settings 1

• How can I add my brand logo and product details to the shipping label?

Courier Settings 0

Tax Class Settings 0

Category Settings 0

Seller Remittance Settings 0

Domestic Freight Calculation 0

International Freight Calculation 0

Tracking Page 0

Postship - Returns & Refunds 0

General FAQs & Settings 7

• Where can I check my Recharge Logs?
• How to activate and deactivate courier partners?
• Can I submit my KYC details via Shiprocket app?
• Shiprocket App: I want to integrate my sales channels?
• How to set the courier priority in Shiprocket App?

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Hyperlocal 2

• Shiprocket App: How to ship my local orders?
• How to select my delivery location on the map?

Weight Reconciliation 0

Billing & Recharge 0

Pickup & Delivery 4

• Shiprocket App: How to escalate my order pickup?
• Shiprocket App: My order hasn't been delivered yet. How to escalate it?
• Shiprocket App: How to escalate my NDR reattempt request?
• Shiprocket App: How to process an NDR shipment?

Orders & Shipments 4

• Shiprocket App: How to process an order?
• Shiprocket App: How to generate label and invoice for an order?
• Shiprocket App: How to generate manifest for multiple orders at once?
• What type of orders we can add in Shiprocket mobile app?

RTO Shipments 0

Returns 0

Refunds 0

Customer Profile 0

Introduction 0

SRF Pricing 0

SRF Inventory 0

SRF Packaging 0

Products Management 0

Inventory Management 0

Bulk Import & Export 0

Package Master 0

Billing & Remittance 2

• What are the necessary steps to be fulfilled for hassle free COD remittance?
• Instant COD FAQs

Invoice Management 2

• How to print eway bill number on shipping label?
• What happens if I don't pay my invoice?

My Account Billing 0

Shiprocket Wallet 2

• I'm not able to recharge my wallet. Please help!
• My transaction is successful, but I haven't received money in my Shiprocket wallet

Order FAQ's 0

Billing FAQ's 0

Integration FAQ's 0

Shipment FAQ's 0

Others 3

• Which products are prohibited/dangerous to ship via Shiprocket?
• Whom should I contact - Shiprocket or courier partner?
• I'm not able to log in to my Shiprocket account

Shipment Delivery 0

Shipment Security 0

International Shipping 1

• How can I check if an international pincode is serviceable?

COVID-19: Shipping Guidelines 0

Shiprocket Essential FAQs 0

SR Checkout: 8

• Shiprocket Checkout Guide: An Overview of Dashboard
• SR Checkout: Manage Shipping Settings
• SR Checkout: Managing Store Settings
• SR Checkout: Payment
• SR Checkout: Platform

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SR Checkout: Manage Discount 7

• SR Checkout: Manage Discount
• SR Checkout Discount: Amount off products
• SR Checkout Discount: Amount off Cart
• SR Checkout Discount: Buy "Y" get "X"
• SR Checkout Discount: Bundle

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myShiprocket 6

• What is myShiprocket?
• What features does myShiprocket offer?
• Why do we onboard buyers on myShiprocket from the tracking screen?
• What is the step-by-step onboarding process for myShiprocket on the Shiprocket tracking screen?
• How can users register on myShiprocket?

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Shipcoin 9

• What is Shipcoin?
• How many Shipcoins can users earn?
• What is the validity of Shipcoins?
• How can I use Shipcoins?
• How do I earn Shipcoins and when will they be credited to my account?

View all 9