BigShip's SOP's

BigShip Courier SOP's

KYC (Know Your Customer) is an important process for all financial transactions, including in logistics and courier aggregation. Logistic companies require their customers to be KYC compliant to verify identity and ensure the safety and legality of products and their seller. There are two types of KYC commonly required by courier aggregator companies- COD KYC and Prepaid KYC.

COD KYC stands for Cash on Delivery KYC; Prepaid KYC stands for KYC for prepaid ord¬ers. Compulsory documents required for COD KYC-

  • Aadhaar
  • PAN
  • Cancelled cheque / Passbook photo of the same beneficiary sharing documents. On the other hand, Prepaid KYC requires PAN and any government-authorized identity proof. Uploading GST certificate is optional for Prepaid and COD KYC.

After Uploading the Documents kindly inform your Sales POC (Point of contact), so further KYC can be approved.

The benefits of doing KYC with courier aggregator companies are numerous. First, it ensures the security and authenticity of transactions, which prevents any fraud. KYC also helps in faster and hassle-free transactions, as the verification process is already completed. In logistics it also helps in building trust between the company and its customers, creating long-term business relationships.

NOTE: COD Remittance will not be processed in case of incomplete or mismatch in KYC details.

KYC approval and rejection depends on the uploaded documents. Anytime if a seller wants to change his Business from Prepaid order to COD order, the required documents can be shared beforehand at- finance@bigship.in and the approval process can begin again.

In case of bank details update seller is required to share the KYC Documents of the new beneficiary. COD Remittance will be on hold if the required documents are not shared.

Completing the KYC process can sometimes be difficult for customers. However, they can always contact the Sales PoC (Point of Contact) for assistance. The sales POC can guide them through the process and help them complete their KYC successfully. Or seller can mail at- client.service@bigship.in

COD Remittance

  • COD Remittance is the payment which is collected as COD from the consignee.
  • The payment is processed directly to the seller’s bank account.

The COD Payment Cycle is mentioned below: -

  • Payment is processed after 7 Days from the DOD (Date of Delivery) on first Tuesday and Friday.
  • COD Remittance for heavy shipments (LTL) is only processed on first Friday after completion of Delivery + 7 days.
  • COD Remittance processed on Tuesdays is for all the B2C shipments delivered till last Monday.
  • COD Remittance processed on Fridays is for all the B2C & B2B shipments delivered till last Thursday.
  • If seller wants to get his remittance held due to any reason; he should inform the finance department priory by mailing at finance@bigship.in
  • Seller is required to fill correct bank details in the system; Bigship will not be liable for any wrong payments processed due to incorrect bank details mentioned by the sellers.
  • In case payment is bounced by the bank due to any reason the same will processed once the correct bank details are updated.

COD Remittance hold

  • COD Remittance can be held in case of negative wallet
  • COD Remittance will be held in case of Incomplete KYC or if the uploaded documents are not readable format.
  • COD Remittance can be held if any fraudulent activity is detected against the seller.

Sop Early Cod Remittance

  • Sellers need to apply for Early COD plan via panel only.
  • Once we receive the request our executive will call you within 24-48hrs of the application for details.
  • Once the details are filled the application will be reviewed and it may be approved or rejected by our finance team.
  • Sellers will be informed via mail once the plan is Approved or Disapproved.
  • Sellers can also update their plans by applying from panel; it may take 24-48hrs to update your new plan till then COD Remittance will be processed as per the previous plan.
  • Seller will start receiving Early COD after 24-48hrs of activation of the plan.
  • Seller can request for deactivation of the Early Cod plan via mail on finance@bigship.in the plan will be deactivated within 24-48hrs of request; mean while the shipments delivered in that duration will be charged in early cod.

Big Ship’s First Mile SOP’s

  • For pickup we can only raise the escalation to the courier company only after 24 hours if the pickup is not done.
  • Pickup request will be cancelled after 3 days if the shipment is not picked up.
  • Raise any escalation for pickup to CS team after 24 hours if the shipment is not picked up.
  • Please share the complete documents at the time of pickup for (e.g. Ewaybill/ Invoice)

E-WayBill

E-Way Bill is an Electronic Way bill for movement of goods to be generated on the e-Way Bill Portal. A GST registered person cannot transport goods in a vehicle whose value exceeds Rs. 50,000 (Single Invoice/bill/delivery challan) without an e-way bill that is generated on www.ewaybillgst.gov.in.

E-Way Bill is mandatory for all those shipments whose actual value is more than Rs.50000/- to be transited in a single consignment, irrespective of the value declared by the Seller/Client.

GST Officials have the basic per unit price lists according to the HSN CODE which they use for calculating the actual value of shipments. If any discrepancy is encountered related to alteration in tax payment while transiting the shipment, the officials have the authority to impose a penalty of 200% of the actual value of the shipment.

NOTE: If any E-Way Bill is tagged with any shipment once, it cannot be retrieved or untagged to use it further with any other shipment. Fresh E-Way Bill is to be generated every time when an order is manifested with the actual details in the invoice of the shipment.

BigShip’s Packaging SOP’s

Liquid Items

Packing an item involves leak proofing, cushioning, placing of the item and filling of the voids in the box. Enough cushioning needs to be provided to ensure no loads are transferred to the item.

Material - Bubble Wrap & Foam sheets

Liquid Products

Liquid Products need to be made leak proof before cushioning or packing. Common leak proofing techniques are mentioned below.

Material - Heat Shrink Sleeve / Tapping Of Bottle Caps / Zip Lock Pouches

BigShip Courier SOP's

Packaging Recommendations:-

  • Check Strength / Load bearing capacity box (from manufacturer).
  • Load bearing box should be greater than total weight of product going inside.

Recommendation

ReasonReason Packaging Recommendation
Box Specification
Up to 4 Kg 3-Ply Corrugated Box Material specification to be decided as per strength required & weight inside box
4-25 kg 5-Ply Corrugated Box
Above 25 kg 7-Ply Corrugated Box
Tools & machinery Corrugated box covered with wooden frame or wooden box

NOTE: If the seller is using Gunny Bags for packaging the shipment, it must be packed properly and its edges to be attached in a way that no extensions should be left. Leaving extensions in the Gunny Bags could result in more volumetric weight and overweight discrepancy afterwards. It is recommended better to “H” pack the bags using the adhesive tape.

BigShip Courier SOP's
Heavy Tools/ Equipment-Packaging Procedure
Primary Packaging

Pack the product in primary box if available, In case of no primary packaging, wrap the product in 3 layers of bubble wrap & tape it

BigShip Courier SOP's
Secondary Packaging
  • Put them inside appropriate secondary box.
  • Use separators, if required.
    (Select secondary box depending on load inside)
BigShip Courier SOP's
  • Wooden pallet box can also be used for very heavy tools/ equipment.
BigShip Courier SOP's
  • If any space is left inside secondary box, put enough filler so that primary boxes do not move in transit.
BigShip Courier SOP's
  • Close the box & tape it. ”H-Taping is recommended on both sides.
BigShip Courier SOP's
  • All necessary handling symbol should be mentioned on the secondary box.
BigShip Courier SOP's
  • Strap box for easy handling put edge protector on the stress points in box.
BigShip Courier SOP's

BigShip’s Internal Packing Material

BigShip Courier SOP's

Packaging Multiple Products SOP

Taping multiple package products under one shipment type is against the packaging practices. If you have multiple bags/ cartons- ship them under different AWB numbers (as different products) or use our Multi- package shipment facility. All packages must have AWB number label sticked on them properly. No claims for loss or damage will be entertained in such a case.

BigShip’s Special Handling Labels

Special handling labels helps in communicating the necessary information for appropriately handling the Shipment.

Common Categories
  • Fragile
  • Perishables
  • Dangerous Goods
  • Package Orientation
  • Keep Dry
BigShip Courier SOP's

Quick Check

Inspect the box for holes, tears, crushed edges and sturdiness. Avoid poor quality boxes for the safety of the item shipped.

Material
  • Use corrugated boxes of 3 ply for products below 4Kg and not fragile.
  • Use corrugated boxes of 5 ply for products above 4Kg and fragile.
  • Use tamper evident boxes for high value items (Cost above Rs. 7000).
  • Ensure the material used can withstand the required edgecrush and burst factor loads.
Size
  • Optimize the size of the boxes as per the product dimensions
  • The box should not be too small or too big for the item shipped. An optimum size box should be chosen Quick Check
  • Inspect the box for holes, tears, crushed edges and sturdiness. Avoid poor quality boxes for the safety of the item shipped.
BigShip Courier SOP's

List of Dangerous items:

Dangerous Goods
Acid Butane
Adhesive products (containing flammable liquid) Camphor
Aerosol cans (e.g. Hair spray) Chemicals
Alarm devices (gas or battery powered) Christmas crackers
Anti-freeze Disinfectants
Appliances (containing batteries) Drugs (unless in prescription quantities)
Asbestos Dyes
Batteries (contained in any appliance, made of lithium or car wet cell & battery fluids) Electronic items (containing batteries)
Blasting caps Essential oils (e.g. Eucalyptus, tea tree)
Bleach Fertilizers
Brake fluid Fire extinguishers
Fire lighter & Flint Lighters & Cigarette lighters Gas (e.g. Propane, butane, hydrogen, helium, camping gas cyliender full or empty)
Firearms Glue (e.g. Flammable, quick drying)
Fireworks (e.g. Skyrockets, sparklers, crackers) Varnish (e.g. Removers, thinners)
Flammable liquids and flammable solids (e.g. Perfume) Grenades

List of Prohibited or Restricted Items

Restricted Items
Live or dead animals Bullion
Prescription drugs Cash or Currency
Illegal narcotic substances Payment cards, traveller cheques, etc.
Firearms(including parts) and Ammunition Jewellery
Fake/dummy/game/toy weapons, paint ball Precious metals & stones
Guns, BB guns, antique weapons, swords, knives etc. Works of Art
Items that could be used as weapons decorative swords, kitchen, knives etc.) Antiques
Human remains (including ashes) Items of a fragile nature
Furs and skins (untreated) Packages that are wet, leaking or emit any
Indecent goods & pornography Ammunition
Any noxious substance Foodstuff
Plants/Seeds Perishable goods
Any unsolicited indecent item Any inadequately packaged item

NOTE: If any shipment is encountered to have any prohibited or restricted items and reported by the Courier Partner, a penalty of Rs. 25000/- (extendable up to Rs. 50000/-) can be levied over the shipment which is liable to be paid by the Seller or Consignee depending upon the case and shipment will be disposed of at the same time.

Special Deliveries & Pickups Charges

All kind of extra handling charges shall be billed extra to the client.

  • Excess Charges: POS (Payment on scan) charges will be leived if COD payment is paid through POS machine. It will be 1.5% of the COD amount.
  • Mall Delivery & Pickup
  • Canteen Delivery & Pickup
  • Government Office or compound Delivery & Pickup
  • Sunday delivery & pickup
  • Higher floor delivery & pickup charges
  • Crane Charges
  • Demurrage charges
  • Appointment Base delivery and pickup charges
  • Pickup & Destination Union charges
  • Warai charges
  • Special vehicle arrangements charges.
  • Labor charges
  • Army Area
  • Mathadi Charges
  • Hamaii Charges
  • Adhoc charges

Address Format

Address Format
*House No. / khasara No. / Ward no.
*Building Name / Floor No./ Block no. or name
*Road Name/ Area Name /Colony Name / District
*Landmark (Hospital , School, Temple bank & government office)
*City & state
*Pin code (According to area or Post office)

Forward Delivery

In any case related to forward delivery after the 1st delivery attempt has been made, shipment it will be re-attempted in a window of 24-48 hours.

POD Cases

Any case related to POD whether forward delivery or RTO (Return to origin) delivery will be entertained within the courier TAT which is 24-48 hours. No escalation after that will be entertained.

BigShip Courier SOP's

In-Transit Shipment

The usual TAT of any shipment varies between 3-5 day, it is requested to put any escalation bearing this in mind.

ODA Location- (NSZ)

In ODA location cases (Out of delivery area & Non serviceable zone) customer has to self-collect the shipment from the courier branch.

ODA (Out of Delivery Area) Non-Serviceable Zone
Out of Delivery Area means, the location/area of delivery is beyond regular pickup and delivery service. Non Serviceable Zone means, the location/area is non serviceable for regular pickup and delivery.
In ODA locations shipments courier charge a specific amount for pickup and delivery. In Non Serviceable Zone no charges will be charged. No delivery and pickups will be done in such areas.
There could be cases where a part of an ODA area is non-serviceable due to sanctions imposed by the Courier Partner due to their past experience in that particular area or part of it. (Cases of Snatching, Theft, etc.)

Branch Address

In any case, when provided the branch address for self-collection and customer is unable to self-collect the same within a TAT of 24-48 hours, same will marked RTO.

Shipment Closure

RTO Shipment (Return to Origin):- Shipment closure courier TAT is 60days. Only after that can we ask the courier to mark the shipment as LOST.

Appointment Base Delivery

In appointment-based delivery, the seller has to take an appointment with the consignee then the seller need to inform us about the delivery date prior 24 hours of the delivery, so that we can instruct the courier to deliver the shipment on the given date & the charges for the appointment base delivery are mentioned below.

Appointment Base Delivery Charges
Delhivery Surface 1.5 per kg per day or Rs. 400 for single tracking or whichever is higher +18% GST.
Delhivery LTL 1.5 per kg per day or Rs. 500 for single tracking or whichever is higher +18% GST.
DTDC LTL Rs 2.5 per Kg Per Day or Rs. 600 for single tracking or whichever is higher +18% GST.
Rivigo Rs 1.5 per Kg per Day or Rs 300 for single tracking or whichever is higher +18% GST.
Delhivery Air Rs 3 per Kg Per Day or Rs. 600 for single tracking or whichever is higher +18% GST.
Smartr Rs 5 per Kg per Day or Rs 600 for single tracking or whichever is higher + 18% GST.
Movin Rs 1000 per tracking +18% GST.
Ekart LTL No appointment Base Delivery
Gati No appointment Base Delivery
Xpressbees No appointment Base Delivery

Charges for Extra Delivery Attempt

Please be informed that if the consignee didn't accept the delivery in the first two attempts by the courier then for further delivery attempts the seller has to pay extra charges.

Charges for Extra Delivery attempt
DELHIVERY 10kg, 20Kg & 30Kg Rs 2 per Kg or Rs 500 after 2nd attempt whichever is higher.
Delhivery LTL Rs 3 per Kg or Rs 600 after 2nd attempt whichever is higher.
DTDC LTL Rs 2 per Kg or Rs 600 after 2nd attempt whichever is higher.
Rivigo Rs 2 per Kg or Rs 600 after 2nd attempt whichever is higher.
DELHIVERY AIR Rs 2 per Kg or Rs 600 after 2nd attempt whichever is higher.
Gati Rs 2 per Kg or Rs 600 after 2nd attempt whichever is higher.
Xpressbees Rs 2 per Kg or Rs 600 after 2nd attempt whichever is higher.
Smartr Rs 2 per Kg or Rs 600 after 2nd attempt whichever is higher.
Ekart LTL Rs 2 per Kg or Rs 600 after 2nd attempt whichever is higher
Movin Rs 2 per Kg or Rs 600 after 2nd attempt whichever is higher.

Damages

Client needs to raise any content mismatch / short / partial / damage issues in either forward or return delivery within 48 hours of receiving the shipment. Courier shall not be liable in any manner whatsoever to the customer /Consignee of any third party, if the customer or receiver has accepted the shipment without mentioning the dispute on the proof of delivery (POD). No escalation would be entertained on clean POD.

Limitation of Liability (Carrier Risk & Owner Risk)

Delhivery

Parties agree that in cases where in Courier Partner agrees to insure the shipments entirely, it will provide 100% of invoice value (after deducting the relevant processing charges of Rs 10,000/- & deduction of salvage charges ) to the seller for any loss suffered or incurred due to gross negligence or wilful misconduct of the Courier Partner.

However, if the Seller agrees to insure the shipments on its own risk, Courier Partner will only provide a Certificate of Fact (COF). Courier Partner will not be responsible for any other liability. The full liability for the loss/damage value will be that of the sellers alone.

NOTE: - There is no liability on liquid& glass items. There should be a fragile sticker on the breakable items.

Rivigo

The Seller should be liable for the any liquidation, indirect, incidental, punitive or consequential damages or consequential damages or losses. The Courier Partner will be liable for the liability under or in connection losses or damage and agrees to pay max amount (after deducting the relevant processing charges & deduction of salvage charges by the courier partner)or as per the conclusion of the investigation of the courier partner.

However, if the Seller agrees to insure the shipments on its own risk, Courier Partner will only provide a Certificate of Fact (COF). Courier Partner will not be responsible for any other liability. The full liability for the loss/damage value will be that of the Seller’s alone.

NOTE: - There is no liability on liquid & glass items. There should be a fragile sticker on the breakable items.

Gati KWE

Shipments carried by Gati are subjected to several constraints as some services are handled in GATI KWE are by the external agencies (third party vendor) which are beyond its reasonable control. Courier Partner shall not, under any circumstances, be liable for any consequential, incidental or special damage, direct or indirect loss, claim expenses or delay in pickup or delivery for any shipment regardless of the causes of such delays or whatsoever nature arising.

No liability is assumed for any error/ omission of the information or data that is imparted in respect of the shipment.

The Courier Partner will be liable for the liability under or in connection losses or damage and agrees to max (after deducting the relevant processing charges & deduction of salvage charges by the courier partner)or as per the conclusion of the investigation of the courier partner.

NOTE: - There is no liability on liquid & glass items. There should be a fragile sticker on the breakable items.

DTDC LTL

The processing charges for the Claim Redressal will be 0.2% of the invoice value of the Shipment or Rs.100/-per Docket, whichever is higher. DTDC will provide either the certificate of fact (COF) or Rs.2000/-(Max.). Maximum coverage will be INR 5, 00,000/-.

NOTE: - There is no liability on liquid & glass items. There should be a fragile sticker on the breakable items.

Xpressbees

The Xpreebees will be liable for the liability under or in connection losses or damage and agrees to pay max amount (after deducting the relevant processing charges & deduction of salvage charges by the courier partner)or as per the conclusion of the investigation of the courier partner. If the losses are higher than invoice or the amount defined by courier for the claim then Courier Partner will provide the Certificate of Fact (COF) only.

NOTE:- There is no liability on liquid items in both the scenario carrier risk and owner risk in each and every courier. There should be fragile sticker on breakable items or which can be damaged easily.

Ekart LTL

The Ekart will be liable for the liability under or in connection losses or damage and agrees to pay the max amount (after deducting the relevant processing charges & deduction of salvage charges by the courier partner) or as per the conclusion of the investigation of the courier partner. If the losses are higher than invoice or the amount defined by courier for the claim then Courier Partner will provide the Certificate of Fact (COF) only.

NOTE:- There is no liability on liquid & glass items in both the scenario carrier risk and owner risk in each and every courier. There should be fragile sticker on breakable items or which can be damaged easily.

Smartr

The Smartr will be liable for the liability under or in connection losses or damage and agrees to pay the max amount (after deducting the relevant processing charges & deduction of salvage charges by the courier partner) or as per the conclusion of the investigation of the courier partner. If the losses are higher than invoice or the amount defined by courier for the claim then Courier Partner will provide the Certificate of Fact (COF) only.

NOTE:- There is no liability on liquid & glass items in both the scenario carrier risk and owner risk in each and every courier. There should be fragile sticker on breakable items or which can be damaged easily.

Movin

The Movin will be liable for the liability under or in connection losses or damage and agrees to pay the max amount (after deducting the relevant processing charges & deduction of salvage charges by the courier partner) or as per the conclusion of the investigation of the courier partner. If the losses are higher than invoice or the amount defined by courier for the claim then Courier Partner will provide the Certificate of Fact (COF) only.

NOTE:- - There is no liability on liquid & glass items in both the scenario carrier risk and owner risk in each and every courier. There should be fragile sticker on breakable items or which can be damaged easily.

Limitation of Liability (B2C & B2C Heavy All Carriers)

The service provider, any of its officers, employees' agents, or contractors shall not in any case be liable to the merchant for any incidental, consequential, special, exceptional, indirect, or other losses or damages resulting from the agreement.

If the invoice value is less than the liability clause, the service provider's maximum liability and the merchant's only and exclusive compensation for any damages or loss, theft, or misappropriation of any shipment resulting from the service provider's willful misconduct or gross negligence will be to pay Rs 2000.

The service provider's responsibility for any loss or damage to a shipment costing more than 2000/-will be restricted to giving the merchant the certificate of fact (COF).

The maximum liability which could be initiated by the Service Provider is limited to an amount of Rs. 2000/- when the invoice value is upto Rs. 2000/-. For Example, if a claim is requested with a claim value of Rs. 2000/-, it will be settled monetarily. But if the invoice value exceeds the amount of Rs. 2000/-, the settlement is made by providing a Certificate of Fact (COF) only. No monetary claim will be settled in that particular case.

LOST Cases Timeline

  • The Lost amount will be added for B2B shipments as per the courier TAT which 45-60 working days.
  • The Lost amount will be added for B2C shipments will be done as per the courier TAT which 30-45 working days.
  • As per courier sop in B2C maximum amount to be added will be Rs.1000/- or invoice value.
  • As per courier sop in B2B amount will be added or the invoice value whichever is higher. ( Carrier Risk & Insurance cases)
  • As per courier sop in B2B COF will be shared. (Owner Risk)
  • All the Lost/Damage & missing items amount will added in seller’s wallet.
B2C and B2C Heavy Claim amounts
B2C- 0.5kg- 5kg(0.5,1,2,5) Rs 1000/- or the invoice value whichever is lower.
B2C heavy- Above 5kg-20 kg(10,20) Rs 1500/- or the invoice value whichever is lower
B2C heavy- 20kg-30 kg(30) Rs 2000/- or the invoice value whichever is lower.

Third Party Insurance

Any escalation raised after 48 hour of delivery will not be entertained and no escalation will be taken on clean POD. All the details need to be mentioned the POD whether it’s a short shipment, damage shipment or missing item quantity should be specified on the POD. Below mentioned documents should be provided by the seller at the time raising the dispute in case of damage, short or missing.

Find the list below for the documents:-

  • Signed LR or manifest copy.
  • Signed & stamped invoice copy.
  • Before and after images of the damage product
  • In case short shipment and missing items packing video and unpacking video should be provide with label.

And there is no specific TAT of the investigation which is held by the third party vendor. (ICICI Lombard insurance)

Demurrages

If the seller wants to hold the shipment then he has to pay the demurrage charges and these charges will be imposed after the first attempt of delivery and incase of non-payment of the charges, the shipment will be forfeited or disposed accordingly at service provider’s end and no claim or escalation would be entertained on this furthermore.

Demurrage charges
Delhivery Surface Rs.1 per kg & per day after 3 day of first delivery attempt or 500 Rs whichever is higher +18% GST.
Delhivery LTL Rs.1 per kg & per day after 3 day of first delivery attempt or 600 Rs whichever is higher +18% GST.
DTDC LTL Rs.1 per Kg & per day after 4 days of reaching the shipment at destination or 600 Rs whichever is higher +18% GST.
Rivigo Rs.1.5 per kg & per day after 1st attempt of delivery or 600 Rs whichever is higher + 18% GST.
DELHIVERY AIR Rs.1 per kg & per day after 3 day of first delivery attempt or 600 Rs whichever is higher + 18%GST.
Gati Rs.1.5 Per & per day after 1st attempt of delivery or 300 Rs whichever is higher + 18% GST..
Xpressbees Rs.1 per Kg per day after 1st attempt of delivery or 300 Rs whichever is higher + 18%GST.
Smartr Rs.1.5 per Kg per day after 4 days of reaching the shipment at destination or 600 Rs whichever is higher +18% GST.
Movin Rs.1.5 per kg & per day after 1st attempt of delivery or 600 Rs whichever is higher + 18% GST.
Ekart LTL Rs.2.5 Per & per day after 1st attempt of delivery or 600 Rs whichever is higher + 18% GST.

Weight Discrepancy

Weight Disagreement between Client & Courier

Weight discrepancy occurs when there is difference between weight captured by courier and weight given by client while manifesting the shipment. It is to be notified that Bigship is an aggregator and does not involve its personals in the weight input process. All the weights shared under “weight discrepancy” are weights shared by the carrier strictly. Assistance of the client is thus needed for the physical verification of the shipment in the form of similar/same packaging pictures.

To understand this, some terminologies are important to be referred as below:

  • Dead Weight – Dead weight is the actual weight captured by a weighing machine shown in the below image and video link.
  • Volumetric Weight – Volumetric Weight is captured by measuring the dimensions of the item with a measuring tape. Measure the length, breadth & the height in centimetres as shown in the below images.

For Volumetric, after measuring the LBH, it needs to be calculated as Length x Breadth x Height ÷ Divisor

The divisor for couriers are different in surface and air.

How to raise a dispute?

Having an understanding that carriers are involved in the weight discrepancy process, assistance from the clients is needed to counter the false weights shared by the carrier.

This is done simply by sharing the following:

  • Dead weight pictures or a video of the packed shipment.
  • Measurement of length, breadth and height in pictures or video
  • All pictures and videos must be clear and not hazy for the concern team to evaluate very properly.
  • Pictures without any measuring tape will be considered as irrelevant.
  • While raising a dispute, Client needs to provide a video of the dead weight showing 0 weight first then measure the item weight by pressing the tare button.
  • Clients can raise a dispute only once per Tracking/LR number.A resolution on the disputed order is final and you cannot raise a dispute again.
  • Disputed AWB labels should be attached over the boxes while taking images or video.
  • In-case of QC & Manual weight sources without images of the disputed AWB/ LR number, no escalation will be accepted by Bigship or raised to the Courier Partner for resolution.

Please share all the above information with our finance team along with the AWB numbers on the mail id at escalation.desk@bigship.in keeping client.service@bigship.in in cc. We will send the information to counter the weight of the courier and assist you resolve the cases in your favour. In the case of a tampered or false proof, the weight given by the courier will be charged.

Please note that all the above is mandatory and a lack of any single information from the above will lead to case not being closed in your favour.

Note: Clients have 24 Hours (in B2B & 48 hours in B2C) to raise a dispute, after which the weight given by the courier company will be auto accepted.

Cancelled Shipment Sop’s:-

If any shipment which is cancelled by any dispute or issue the refund will be done as mentioned below.

  • The refund for B2B shipments will be done as per the courier TAT which 5-6 working days.
  • The refund for B2C shipments will be done as per the courier TAT which 2-3 working days.

Forfeiting Shipments

Under the circumstances where a seller is found to make a new account against an already existing account which is in negative wallet state, any shipments shipped with the new account will be forfeited without any intimation for the same. For the recovery of such shipments, the seller has to settle both the accounts and also pay charges for the overall journey of shipping which includes 2 forward shipping charges and 1 reverse shipping charges. For such accounts, an additional penalty will be applied to the seller for Rs.10, 000.

Post the penalty and all the settlement will only the shipments be sent back to the seller. Bigship or any of its entities will not be responsible for any loss or damage of the shipments in such cases.

Under condition of shipments forfeited and no closure/intimation from the client end for more than 7 days, shipments will be disposed off. Bigship will not hold any responsibility of such shipments for any loss, breakage or loss of any other type.

Amazon Shipping Sop’s

Proof of Delivery:-

The proof of delivery or other alternate documentation evidencing delivery of the shipment will be furnished (issued) after a request in that behalf is made within 24 hours of Delivery.

Amazon will carry the shipment from the point of pickup to the point of delivery to the consignee at the address indicated on the shipping label. There is no obligation to deliver a shipment to the consignee personally and Amazon may deliver to someone other than the person named in the shipping label on behalf of the consignee and such delivery shall be a valid discharge of Amazon's obligations. Amazon may either take physical PODs or use an electronic device to obtain proof of delivery and the Consignor agrees that it will not object to Amazon relying on a printed copy of the same as evidence merely on the grounds that the information concerned is obtained and stored in electronic form.

Additional Restrictions

Additional restrictions may apply depending upon destination, Service and ship method used. Amazon reserves the right to reject shipments based upon these limitations or for reasons of security or safety. Amazon shall be entitled to charge an administrative fee for shipment rejected and for the costs of returning goods, where applicable, to the Consignor.

Disposed or Destroyed

Amazon reserves the right to refuse, hold, cancel, postpone, return or destroy any shipment at any time if Amazon believes that such shipment would, likely to cause damage or delay to other shipments, or persons, or the carriage of which is prohibited by law of the land or is in violation of any of these Conditions of Carriage. In such scenario, Amazon has a discretion either to dispose or destroy that particular shipment as it seems necessary to it. In addition, the consignor will be liable to compensate Amazon for any damages incurred including any expenses Amazon incurs in connection with any unsuitable shipments. The fact that Amazon accepts a shipment does not mean that such shipment conforms to applicable laws and regulations or to the Conditions of Carriage.

  • Amazon reserves the right to open or inspect any shipment at any time, at its own option or upon the request of the competent authorities (Aggregator) and shall not incur any liability thereof.
  • Amazon shall not be liable in any circumstances for any delay, loss, damage and/or resultant claims due to seizure or detention of shipments

Limits Of Liability

  • The liability of Amazon for any loss or damage to any shipment in relation to a Service shall not exceed the amount specified for the applicable ship method.
  • The declared value of shipments for carriage cannot exceed the invoice value.
  • Amazon shall not be responsible for any losses, damages and/or claims on account of delay in pickup, transportation or delivery of any shipment regardless of cause of such delays.
  • The Consignor will indemnify Amazon for all losses, expenses, and any claims made against Amazon by the consignee or a third party, arising where Amazon does not deliver a shipment because the consignee does not pay the cash on delivery ("COD") amount in the appropriate form or refuses to accept the shipment. In such a scenario, amounts paid by Consignor for all losses, expenses and any claims made against Amazon will not be subject to service tax.
  • Loss of Damage to Shipment. The Parties hereby agree and acknowledge that Amazon's liability for any loss, theft or damage to the goods/shipment (whether in contract, ort or any other legal theory to the fullest extent permitted by law) shall not exceed to max amount (after deducting the relevant processing charges & deduction of salvage charges by the courier partner)

Liabilities NOT Assumed

  • Amazon shall not be liable for loss of or damage to any shipment arising from causes beyond its reasonable control including but not limited to:
    • An Act of God; or Any consequences of war, armed conflict, invasion, act of foreign enemy, hostilities (whether war or not), civil war, riot, rebellion, insurrection, military or usurped power or confiscation, acts of terrorism, requisition or destruction of or damage to property by or under the order of any government or public or local authority, strike, lock-out.
    • Seizure or forfeiture under legal process.
    • Error, act, default, omission, mis-statement or mis-representation by the Consignor, consignee or any other party claiming interest in the shipment
    • The violation of any of the terms and conditions contained on the shipping label or these Conditions of Carriage, tariff or other terms and conditions applicable to the shipment
    • Damage to articles packed and sealed in shipments by the Consignor, provided that the seal is unbroken at the time of delivery and the shipment retains its basic integrity.
    • The erasure of data from or the loss or irretrievability of data stored on magnetic tapes, files or other storage media, or erasure or damage of photographic images or soundtracks from exposed film
    • The act, default or omission of any public authority carried out in connection with the entry, exit or transit of the shipments.
    • Accidents to vehicles and other conveyances carrying the shipments.
    • Flight delays.

Undeliverable Shipments

  • A shipment shall be considered to be undeliverable if:
    • The consignee's address is incomplete & in-correct or cannot be located.
    • The consignee is not present or fails or refuses to accept delivery or sign or pay for delivery of any shipment. In this regard, Amazon, on a commercially reasonable basis, agrees to make 2 attempts for delivery.
    • The shipment would likely cause damage or delay to other shipments, or injury to persons.
    • The shipment contains prohibited items.
    • The shipment's contents or packaging are damaged to the extent that re-wrapping is not possible.
    • The shipment is detained or otherwise unable to clear local or state boundaries.
  • Amazon shall use reasonable efforts to return such shipment to the Consignor at Consignor’s cost, failing which Amazon may elect to dispose of or destroy the shipment at its sole discretion without incurring any liability whatsoever to the Consignor or anyone else. Amazon shall, out of the sale proceeds so received, be entitled to retain a sum equal to the freight, storage and other charges due including expenses incurred for the sale and the surplus, if any, from such sale proceeds shall be returned to the Consignor, as the case may be.

Proofs Required for Claim

Reason Required Proofs Recommended Proofs
My shipment shows delivered but is not received packaging image & video with label and invoice packaging image & video with label and invoice and invoice
My Shipment is lost intransit packaging image & video with label and invoice packaging image & video with label and invoice
My Shipment is received in Damaged condition Received by Recipient (forwardleg)
  • Outer packaging image(condition)
  • Clearly visible Air way bill number on box(notseparatelabel)
  • Product images
  • Sample pre-ship image( to assess packaging type)
  • Packaging Videos
Received by Shipper (reverseleg)
  • Photos of outer package(w/o opening box)
  • Unboxing video
  • Invoice with amount & quantity for order(This is needed only if there are multiple products within the order and not all of them are received damaged)
  • Sample pre-ship image( to assess packaging type)
Unboxing video by recipients for forward leg
My shipments shows delivered, but the item is missing/different Received by Recipient(forwardleg)
  • Outer packaging image(condition)
  • Clearly visible Air way bill number on box(not separate label)
  • Product images(for different item)
  • Sample pre-ship image( to assess packaging type)
  • Packaging Videos
Received by Shipper (reverse leg)
  • Photos of outer package(w/o opening box)
  • Invoice with amount & quantity for order(This is needed only if there are multiple products within the order, along with details of which products are missing in the comment section)
  • Unboxing Video
  • Sample pre-ship image( to assess packaging type)
Unboxing video by recipients for forward leg

Insurance

Amazon does not provide insurance cover and the Consignor may insure the shipments entrusted for carriage to Amazon at his own cost and expense. In the event of any loss or damage to the shipment in such a scenario, Amazon agrees to provide the Consignor a certificate of facts ("COF") upon a written request from the Consignor. The Consignor agrees and acknowledges that the COF will be issued by Amazon without admission of any claim and that Amazon shall be discharged of all liabilities, if any arising out of the shipment on acceptance of the loss/damage/shortage certified by the Consignor.

Chargeable Weight

  • Every shipment shall be charged by its chargeable weight, as defined hereunder, and not the actual weight. The chargeable weight shall be the higher of:
    • The actual weight rounded off to the next higher half kg or one kg as per the rate category agreed.
    • The volumetric weight similarly rounded off.
  • Volumetric weight (Dimensional weight) of a shipment, in kilograms, is its gross cubic volume in cubic centimetres divided by the Volumetric Divisor.
  • Courier Partner reserves the right to re-weigh or re-measure any shipment to confirm the calculation and chargeable weight until it is billed to BigShip.

Guidelines for Labelling and Packaging

Improper Packaging

The consignor (Seller) must ensure that all shipments given to Amazon are prepared and packed appropriatelyto ensure safe carriage with normal care in handling. Amazon shall not be liable for any damage or shortages occurring as a result of improper packaging.

Shipping Label and Packaging

  • Amazon shipping label is non-editable and shall be used as a evidence confirming
    • Acceptance of shipments(Improper Details could result in refusal to accept the shipment by the Courier Boy)
    • Acceptance of these Conditions of Carriage; and
    • Conclusion of the contract between Amazon and the Consignor.
  • Consignor acknowledges and agrees that sale invoice details provided at the time of the placing a shipment Service request will be included as part of the shipping label and other transportation compliance documentation. For such shipping labels, Amazon will consider GST ID of the pickup address state declared by the Consignor. Amazon may submit such documents to tax officials during inspections.
  • Each package within a shipment must be legibly and durably marked with the full name and complete postal address with the PIN Code and telephone number of both the Consignor and the recipient and in disagreement with the standards as may be communicated by Amazon from time to time. Amazon shall not be liable for non-delivery on account of incomplete or incorrect address being provided by the Consignor.
  • Any article susceptible to damage as a result of any condition which may be encountered during handling or transportation by air, railway or road must be adequately protected by the shipper by proper packaging and Amazon shall not be liable for any damage or shortages occurring as a result of improper packaging.

The following are the mandatory requirements for packages to be shipped with Amazon.

Labelling Guidelines for Amazon Shipping orders

  • The label print must be clear and readable, the bar code and QR code should be scan-able and the To/From address must be visible.
  • The size of a label shouldn’t be resized so small that more than four labels on an A4 sheet which is 4’x6’ (inches) size for each label. Labels smaller than 4’x6’ (inches) cannot be scanned and can lead to packages getting lost during transit.
  • Do not fold the shipping label along any edge as the Information at the bottom of the label is required at various points during transit.
  • Do not use polybags with pouch (POD bags) for packaging.

Note: Do not keep labels in the document pouch of the outer package.

  • Affix shipping label on the visible side of the package and put the invoice inside the package.
  • Use good quality sticky paper to print the labels. Do not make any markings on the shipping label.
  • Non-adherence to these guidelines can lead to the following:
    • Pickup associate refusing to pick up the packages.
    • Ship with Amazon services getting disabled on your account.
    • Orders getting cancelled or delayed.

Packaging guidelines for Ship with Amazon orders

  • All items must be packed in packaging (envelope/box/polybag) with minimum 20 cm X 16 cm base dimension.
  • If you are using polybags for packaging purpose, you need to ensure that poly bags are used as specified under applicable law. The plastic should be thicker than 50 microns. It should be recyclable (it should have a logo for recycling) and include information about the manufacturer (name, address, license no), thickness, buyback price, decomposability (if applicable) and type of plastic. See below image, a sample packaging polybag which contains required specification. Sample provided is indicative only.
  • Polybags with pouch (POD bags) should not be used for packaging.
  • Adequate cushioning in the form of dunnage (foam work) should be provided to prevent the movement of items within the package.
  • Only new packaging material should be used.
  • All items for one order must be packed in one package
  • Manufacturer’s box/package is not considered as packaging material for transportation. A separate outer packaging is mandatory.
  • Packages containing Hazmat or fragile products must carry required indicative labelling.

General Packaging Guidelines

These are generic packaging advice to ensure safe transit and delivery of the package to the customer.

  • External Packaging: Ensure package is not oversized for the product (product package ratio should be appropriate).
  • Sealing: The packages should be sealed using H taping technique to ensure they do not open during transit. Good quality packaging tape (at least 2” wide) should be used.
  • Shipping Label: The shipping label should be of good quality.
  • Outbound Labels: Orientation (eg. “This Side Up”) and category labels (eg. Fragile) should be used wherever required.

Packaging Guidelines by Category

Category Example Package Material Packaging Guidelines
Fragile Glass, Porcelain picture frames, Clocks, Mirrors Bubble wrap, double boxing
  • Bubble wrap items individually with cushioning
  • Double box heavier items (items > 13.5 kg)
  • Add orientation and fragile labelling
Liquids Soaps, Spray bottles, Lotions Plastic -bag box wrapping
  • For liquids without double seal, tighten the lid, wrap the container in a fully sealable strong plastic bag or plastic sheet, and tightly seal all the seams
  • Check if the content falls under Hazmat guidelines
Apparels, Fabric, Textile Towels, Clothing, Purses Plastic-bag box wrapping
  • Place the unit in a transparent poly-bag to protect it from damage due to dust and dirt
  • Pack the unit in a six-cornered corrugated box
Consumer Electronics Mobiles, MP3 Players, Camera, Electric shavers Bubble wrap, Plastic -bag double Boxing
  • Batteries/cells must be separated to prevent short circuit
  • Any device with installed batteries must be turned off during transport
  • Small cell bubble sheet, 1/4 inch thick air bubble wrapping could be used for additional protection
  • Double boxing with sufficient cushioning could be used to ensure no damage to the product
Toys and Baby Products Teething rings, Toy weapons, Exposed toys Poly-bag box wrapping
  • Units that are not contained in a sealed, six-edged package or have have an opening greater than one square inch, must b placed in a sealed poly-bag
Books Paperback/Hardcover Jiffy bags, 1/4 bubble sheet/craft paper
  • Small cell bubble sheet can be used to ensure surface protection and scuffing resistance
  • Additional packaging in jiffy bags or corrugated boxes can be done according to size
Sharp Objects Scissors, Tools, Knives Box packing, bubble wrap blister packing
  • Use blister packing wherever possible
  • Wrap the unit in protective bubble wrap and further pack it in a side edged corrugated box

If the shipment in-transit contains anyone of the above mentioned substances/items and reported by the Courier Partner, the shipment under consideration will be disposed off at the real time and a penalty of an amount decided by the Courier Partner will be levied which is strictly to be paid by the Client (Upto Rs.2,50,000/- per LRN/AWB)

CLAIMS

  • Claims for Damage: All claims for damage or delay must be notified in writing to Amazon within 24 hours after delivery of the shipment, failing which no action for damages may be brought against Amazon. Receipt of the shipment by the recipient without written notice of damage on the delivery receipt is a valid evidence that the shipment was delivered in good condition. As a condition for Amazon considering any claim for damage, the recipient must make the contents, original cartons and packaging available for inspection by Amazon and must be retained until the claim is concluded. Amazon reserves the right to inspect the damaged shipment on the shipper's or recipient’s premises and to retrieve it for inspection at an Amazon location. Amazon shall be entitled to require proof in respect of any claim that the goods were undamaged when transit commenced.
  • Claims for Loss: All claims for loss must be received by Amazon in writing within 21 days after the shipment is accepted by Amazon.
  • No claim for loss, damage will be entertained until all invoices and charges have been paid. The amount of any such claim will not be deducted from any dues owed to Amazon.

What reason should you select for your Claim?

My Shipment is received in damaged condition

If a package arrives damaged and the damage is proven to be caused by us,you may receive the cost of the items in the package under this reason. If claim is found to be devoid of required proofs the status will change to ‘Missing information’ within 2 days, post which we will wait for 24 hours for you to share proof, before rejecting the claim on the 2nd day if no proof is received. This type of claim has to be raised within 24 hours from the delivery date

My Shipment is lost intransit

If the package's tracking status hasn't been updated for 10 days past the estimated arrival date/estimated delivery date to indicate it was delivered, please report it as a "My Shipment was not delivered" package. If they are unable to find it, you may receive the cost of the items in the package upto the amount as per the liability. Packages without a pickups can will not be refunded as it indicates it was not received. This type of claim has to be raised within 60 days from the pickup date.

My shipments shows delivered but is not received

If the tracking information shows that the package was delivered, but the recipient contacts you and reports that they cannot find it, please follow these steps before reporting it as Delivered not received.

  • Confirm that 24 hours have passed since the package was expected to be delivered
  • Ask the customer to:
    • Check with the security/neighbour if the shipment was delivered
    • Confirm that no one else accepted the delivery
  • This type of claim has to be raised with in 24 hours from the delivery date.

My shipment shows delivered,but the item is missing/different

If the tracking shows that the shipment was delivered and recipient or shipper claims to have received the package, but the contents in side were missing/different, then please follow raise under this reason. If claim is found to be devoid of required proofs, the status will change to ‘Missing information’ in 2 days, post which we will wait for 24 hours for you to share proof,before rejecting the claim on 2nd day This type of claim has to be raised with in 24 hours from the delivery date.

Amazon Claim Timelines & Statuses

  • My Shipment is received in damaged condition – 20 days from date of claim creation or from date of submission of proofs, which ever is later.
  • My Shipment is lost intransit – 20 days from date of claim creation.
  • My shipment shows delivered but is not received – 20 days from date of claim creation
  • My shipment shows delivered, but the item is missing/different – 20 days from date of creation or from date of submission of proofs, Whicheverislater?
  • Claim statuses:
    • Refund filed - Your claim is approved & refund is getting processed.
    • Refund completed – Your claim is approved & refund has been processed
    • Denied – Your claim is rejected
    • Pending Information – We need additional proof store solve these claims. Please refer comments for the type(s) of proof required.

Invoice

What is a valid invoice?

An invoice is a written document sent by a seller to its buyer after or at the time of delivering goods or rendering services. The primary purpose of sending an invoice is to request payment from the buyer when it’s due.

An invoice is considered valid only if it contains the details required by the local regulatory laws. Besides, a valid invoice must also comply with country-specific sales or value added tax laws and regulations where the company operates. The value of goods and services mentioned in an invoice becomes a base for calculating, collecting, and remitting tax.

What are the major details required for an invoice?

Although each country may have its own invoice requirements, a typical invoice should possess the following critical details:

  • The word “Tax Invoice” marked clearly at the top
  • Business name, address, and contact details With GSTIN
  • Client name, address, and contact details with GSTIN
  • Project address (if it’s different from the usual business address)
  • Invoice number
  • Invoice date
  • Payment terms and due date
  • Description of services rendered or products delivered with HSN CODE
  • Quantity of products or services
  • Proper GST classification required
  • Amount due (in local currency)
  • Taxes, if applicable
  • Mode of payment such as ECH, credit card, UPI , & COD (cash on delivery)

Businesses can assign a number to an invoice in chronological order or choose unique identifiers for each customer, product or service, or geographical region. Assigning a unique number to each invoice helps quickly retrieve necessary information when required for filing GST or sales tax returns and auditing purposes.

Invoice Penalty & clauses

  • If we found any seller who is uploading the false invoice or have uploaded a PI (Performa invoice), Delivery Challan or declaration, while manifesting the shipment. The seller would be penalized for Rs 2000/- (Per invoice) and the action would be taken against the seller.
  • If any shipment which has been caught the sales tax department or any other government authorities, the seller would be penalized according to the violation of the rules & regulatory terms as per the state or region + 10,000/- (It can be upto 200% as defined by the in-charge or the officer).
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