SOP - Last Mile Support

DELIVERY DELAY ESCALATION:

If the order has not been delivered on the provided estimated delivery date (EDD) and no delivery attempts have been made, Escalate delivery delay through shipment escalation panel for immediate action and updates. 

DELIVERY FREIGHT REFUND SOP (NO DELIVERY ATTEMPT MADE AND SHIPMENT GOT RETURNED): 

If no delivery attempt is made and shipment got returned – Freight Refund will be provided (excluding ODA/Damaged/Misroute and if there is a natural calamity or disaster. FR will be issued in 7 to 10 days of reporting the claim for approved cases.

NON DELIVERY RETURN (NDR)

After the 1st attempt, 2 more delivery attempts will be made by the courier. When a shipment goes into NDR, we do an SMS & IVR Calling for the buyer’s response. In the case of an OTP-based shipment, if the buyer refuses the shipment with the OTP, then no further attempts will be made.

PROOF OF DELIVERY (POD) REQUEST: 

Within 2 days of the delivery date, proof of delivery (POD) can be requested from the escalation panel except for OTP based delivered shipments. POD requests will not be accepted after 48 hrs of delivery. If POD is shared but customer still denying Receipt of shipment- VOC is required for investigation (within 48 hrs) -If shipment is delivered as per customer but status not updated, Product with shipping label images required.

CASH ON DELIVERY (COD):

COD is a payment method in which customer pay for product at time of delivery.

• KloudShip send the COD amount just after receiving it from carrier. 
• COD Frauds: In some cases, delivery person collect cash from receiver and ask them to share the OTP, but instead of the delivery OTP, they request the cancellation OTP. After receiving the cancellation OTP, the shipment is marked as Returned To Origin (RTO), due to which the seller does not receive the COD payment. To prevent such frauds, KloudShip offers a paid feature where the operations team calls receiver once the shipment is marked as Out for Delivery and advises them to share the OTP only after verifying that it is a Delivery OTP and not a Cancellation OTP.

DELIVERY DISPUTE:

Raise a Delivery Dispute within 48 hrs of the shipment delivery. After that dispute won’t be entertained.

• ELIGIBILITY: A delivery dispute can be raised for Delivered but Not Received, Damaged Product, Empty Packet, Wrong Product &Partial Delivery.  
• PROCESS: Share image of the pre-shipped package, packaging video, post shipped package, inner content, catalogue product and unboxing video. Disputed remarks on POD are mandatory.
• SUPPORT & REFUND: Ops will use these images and videos as to file a dispute with the courier and initiate the refund process if eligibility criteria is met.

LOST SHIPMENT:

Once the LOST/Damaged confirmation received from courier, The invoice value of the shipment up to INR. 2000 (Maximum Liability) can be claimed.

• COF will be issued for the shipments above INR 2000 for all couriers 
• Any fragile /Eatables product will not be considered for lost / damage Credit Notes i.e. Food, Glass, 
• Ceramic, Plants, Spray/Perfumes and any Liquid form shipments. 
• No Credit Note for Damage or Lost shall be issued where in the average delivery % for last 3 Months is below
• 40% for all couriers except DELHIVERY (for Delhivery courier, min 60% delivery is mandatory) 
• However, we shall push courier to return the shipment with utmost urgency and care

If shipment is Secured by Insurance: No insurance claim will be provided by KloudShip, seller can opt 3rd party insurance to insure his shipments. We will help to provide the required documents to seller, which are available with KloudShip.

• For RTO delivery - a maximum of 3 delivery attempts will be made to get the shipment delivered. After 3 attempts, the shipment will be disposed of, and no refund will be issued.
• Ewaybill (EBN) is mandatory for shipment value is equal to or more than INR 50000/- which need to be physically handed over to pickup team at the time of pickup  

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