Shiprocket Hacks: How to Overcome Common Shipping Issues

Efficiently managing operational challenges is essential for smooth logistics, especially when using platforms like Shiprocket. Common issues such as weight discrepancies, auto-closed tickets, fake NDR escalations, pickup failures, and delivery delays can disrupt order fulfillment and customer satisfaction. 

This blog provides clear steps on how you can handle these problems within Shiprocket, from raising disputes and escalating issues to connecting with the customer support team. By following these processes, you can minimise downtime and ensure quicker resolutions, keeping your operations on track.

How to Deal with Delivery Delays?

You must manage a delay in delivery immediately. To do so, you must raise a pickup escalation with Shiprocket by following the steps below:

• Navigate to Help and Support and create a ticket by stating the delivery delay issue in the respective category. Share the product’s AWB that needs to be picked.
• To understand the reasons for the delay, you can also contact our special delivery desk at +91-9711623070 from your registered mobile number. They will share the reason for the product’s delay and prioritise moving the shipment forward.

How to Deal with Pickup Failures?

You must report a pickup failure immediately by following the steps below:

• Go to Help and Support. Create a ticket and state the pickup issue under the relevant category. Share the product’s AWB that has to be picked up.
• Additionally, share the image of the product if it is readily packed for shipping. Make sure that the AWB is visible at the top while you raise the ticket. This will be used to identify the reason for the pickup failure with the courier.
• Dial +91-9711623070 from your registered mobile number to contact our special pickup desk for further support. You can whatsapp the image of the packed shipment to them too.

How to Deal with Weight Disputes and Auto-Closed Tickets?

Follow the guidelines below to deal with weight disputes and auto-closed tickets:

How to handle a weight discrepancy?

You can raise a dispute if you notice any discrepancy in weight by following the steps below:

• Go to your Shiprocket dashboard. In the left menu, navigate to the Wight Discrepancies section.
• Select the relevant shipment with the weight discrepancy.
• Go to Raise Weight Dispute.
• State the details necessary to raise the dispute. You will also need to upload supporting documents such as images and weight slips.
• Once you are done, you can submit the dispute to be reviewed.

In case, your dispute gets rejected, or you are not satisfied with the resolution, or your dispute is auto-accepted after you failed to take action on it, you must connect with our Weight Experts to seek resolution. You can write to us at weight.desk@shiprocket.com. Ensure that you share the following details with us in the email:

• Previous Ticket ID
• AWB Numbers
• Volumetric of all sides and the dead weight images of the courier

Once you have completed the above steps, we will support you with further steps.

Reaching Out to Your Key Account Manager (KAM) to Escalate Issues

In case you need to reach out to your Key Account Manager (KAM) to escalate certain disputes or issues, you can follow the steps below:

• Login to Shiprocket with your credentials.
• At the top right corner of the page, click on the profile icon.
• Go to your profile name. Here, the contact details of your KAM, including their name, contact number, and email address, will be visible.
• You will also find the contact details of the Level 2 and Level 3 manager. You can write to them if there is an issue that needs to be prioritised or urgently looked into or if you are not satisfied with the resolution provided to you.

There might be situations where you will need to escalate an issue to your KAM’s manager or the escalation desk. In such cases, you must share the Ticket ID and your concern in detail so that we can offer a prompt and satisfactory resolution.

How to Speed Up Fake NDR Escalation Resolutions?

You can follow the steps below to speed up fake (Non-delivery Report) escalations resolutions in Shiprocket:

• Contact the NDR’s desk team as soon as you receive an NDR. You can contact them at 9711623070 from your registered phone number.
• If you want to directly connect with our NDR desk, you can do so by dialling 8510036060 or 8510042020 from your registered phone number.
• Share the buyer details as well as the issue with NDR.
• After you have raised the escalation, inform the buyer that the courier might contact them to verify attempts or reattempts. Also, ask them to be prepared to make the payment in case of COD orders.

What to Do When Shiprocket’s Customer Support Isn’t Responsive?

If you are facing issues with Shiprocket’s Customer Support and they are not responsive, you can follow the steps stated below:

Contact through different channels

• Contact the Shiprocket team from your registered phone number by dialling +91-9711623070.

Escalate the issue:

• If the response from the support team is not satisfactory, you can escalate the issue by writing to escalation@shiprocket.com. Make sure that you include the previous ticket ID for reference in the email and also explain the issue in detail.

Conclusion

Navigating common shipping and operational challenges in Shiprocket becomes manageable with the right approach. By leveraging the platform’s support tools, raising escalations, and reaching out to dedicated desks for specific issues, you can resolve weight discrepancies, pickup failures, and delivery delays effectively. With actionable steps to handle such problems, you can ensure that all shipments remain consistent and reliable despite any disruptions.