Customer Support

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?