Shiprocket gives you the option to raise a dispute against your shipment delivery in case you are facing any issues with it. 

You can raise a delivery dispute from:

  1. Orders Screen

  2. Help & Support Screen

Delivery Disputes can be raised under the following conditions:

  1. Delivered Not Received - If the status of your shipment shows Delivered/RTO Delivered but you haven’t received the shipment physically

  2. Wrong/Partial/Damaged/Empty Shipment Received - If the received shipment is either damaged/ incorrect/empty/incomplete. 

  3. Shipment Physically Delivered but Status Not Updated - If the shipment is physically delivered but the status indicates otherwise

Let’s take a look at each of them one by one!

Orders Screen: A) Delivered Not Received or Wrong/Partial/Damaged/Empty Shipment Received

Follow the steps below to raise a dispute for your shipment:

Step 1: Go to the Order option from the left menu.

Step 2: Search the AWB Number for which you want to raise the dispute. 

Step 3: Click on the more option from Action. 

Step 4: Click on the Raise Dispute option to proceed. 

Step 5: If your concern is ‘Order not delivered’ then select that option and you can add your alternate contact number which is optional. Now, click submit to raise your dispute. 

Step 6: If your concern is ‘Wrong/ Damaged/ Partial/ Empty Package Delivered’ then select that option and select your exact dispute reason from the drop down. 

Step 7: Now, upload the proof of your dispute which will be the images or videos of your shipment. We ask for proof in the form of an image in order to have concrete evidence to back up a delivery dispute in front of the courier. This allows us to accurately assess the situation and determine the appropriate resolution. Without an image, it can be difficult to accurately determine what occurred during the delivery process and make a fair decision.

Step 8: After uploading the images or videos, Submit your dispute. 

Orders Screen: B) Shipment Physically Delivered but Status Shows RTO Initiated

If your concern is Shipment physically Delivered but the Status is marked as RTO Initiated then, 

Step 1: Click on the RTO Tab from the header menu and search for your shipment using AWB number. 

Step 2: Click on the more option and select raise dispute. 

Step 3: Upload the post shipped package images where the shipping label and inner contents are clearly visible. Click on Submit to proceed.

Once raised, the status of your shipment will be changed to Dispute Raised. You can see our internal team's updates on this shipment by clicking the View History button.

Help & Support Screen: A) Raise Delivery Dispute

Step 1: Go to the Help and Support option from the left menu and click on Help Center.

Step 2: Click on the Raise Dispute option available in the Shipment Delivery Dispute section. 

Step 3: Add your AWB Number and click on proceed. 

Step 4: Confirm the AWBs to raise a dispute and click on proceed. 

NOTE: Please note that we will be able to investigate a Delivery Dispute if a request for the investigation has been raised within 72 hours of package delivery.

Step 5: Click on the Raise Dispute button. 

Step 6: Select your exact dispute reason from the drop down, upload shipment images, and click on the Submit button.  We ask you to upload shipment images if the package appears to be damaged or tampered with, or if the contents of the shipment are missing or incorrect. 

Note: You will receive an update on your dispute within 10 business days. A dispute can be raised a maximum of two times.

Help & Support Screen: B) Shipment Physically Delivered but Status Not Updated

Step 1: Click on the Shipment Physically Delivered but Status not Updated’ option available in the Shipment Delivery Dispute section. 

Step 2: Enter, paste, or upload your AWBs here for which you want to raise a dispute. 

Step 3: Confirm the AWB numbers of shipments that are Physically Delivered but whose status is not Updated. Click on ‘Proceed’ to view the latest details of these shipments and raise a ticket.

Step 10: Follow the same steps when ‘Shipment Physically RTO/Return Delivered but Status Not Updated’.

Step 11: Select an order and click on ‘submit’ to raise a ticket for further assistance.