BigShip's SOP's

BigShip Courier SOP's

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
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.

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.

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.

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.

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

BigShip’s Internal Packing Material

BigShip Courier SOP's

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

Big Ship’s Selection of Boxes

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

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)

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.

Shipments carried by air are divided by a divisor of 5000 and shipments carried by surface are divided by a divisor or 4000.

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 finance 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.
  • Correct AWB numbers need to be mentioned along with the pictures

Please share all the above information with our finance team along with the AWB numbers on the mail id at finance@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 to raise a dispute, after which the weight given by the courier company will be auto accepted.

List of prohibited items:

  • Magnetized Materials
  • Infectious substances
  • Bleach
  • Flammable Adhesives
  • Live plants
  • Dry ice (carbon dioxide, solid)
  • Arms and ammunitions
  • Automobile batteries
  • Lithium batteries
  • Any compound, liquid or gas that has toxic characteristics
  • Fuel for camp stoves, lanterns, torches or heating elements.
  • Machinery (chain saws, outboard engines containing fuel or that have contained fuel)
  • Insecticides
  • Garden chemicals (fertilizers, poisons)
  • Oil-based paint
  • Thinners (flammable liquids)
  • Firearms, explosives and military equipment.
  • Uncrossed(bearer cheques) drafts/cheques
  • Currency and coins
  • Precious stones, gems and jewelry
  • Dangerous Goods
  • Insecticides, garden chemicals (fertilizers, poisons)
  • Infectious substances
  • Bleach
  • Arms and ammunitions
  • Pressurized Containers
  • Narcotic Substances
  • Uncrossed (bearer) drafts / cheque, currency and coins
  • Poison
  • Hazardous and radioactive material
  • Foodstuff and liquor
  • Any pornographic material
  • Hazardous chemical item

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.

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.

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 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 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.

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/-) to the seller for any loss suffered or incurred due to gross negligence or willful 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.

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 Rs 2500/- (max.) 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.

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 pay Rs 2500/-(max.) or as per the conclusion of the investigation of the courier partner.

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/-.

Xpressbees

The Xpreebees will be liable for the liability under or in connection losses or damage and agrees to pay Rs 2000/-(max.) or as per the conclusion of the investigation of the courier partner. If the losses are higher than Rs. 2000/- then Courier Partner will provide the Certificate of Fact (COF).

Special Deliveries & Pickups

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

  • Mall Delivery & Pickup
  • Canteen Delivery & Pickup
  • Government Office or compound Delivery & Pickup
  • Sunday delivery & pickup
  • Higher floor delivery & pickup
  • Crane Charges
  • Pickup & Destination Union charges
  • Warai charges
  • Special vehicle arrangements charges.
  • Labor charges
  • Army Area
  • Mathadi Charges

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)

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, 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. 400 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.
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.
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