CLAIM PROCESS
| Key Point | Final SOP | |
| 1 | Shipments lifecycle closure | 100% shipments should get closed wtihin 60 days. Shipper to raise the open cases on 45 th Day, team will work on it and close it on or before 60 Days. |
| Following status will be considered as closure meaning (No CN) - 1. Delivered 2. RTO Delivered 3.Lost 4. Refused by Seller | ||
| Exceptions - | ||
| 1. Force Majure (Flood/COVID/Strike) | ||
| Post 60 Days, CRE can approve shipment as lost | ||
| 2 | POD/RTO Dispute request and Dispute resolution | Timeline to raise forward Delivery dispute from the date of Delivery is 5 days |
| Timeline to raise RTO Delivery dispute from the date of RTO Delivery is 3 days | ||
| Asia parcel to close Delivery disputes as per below timelines - | ||
| > Forward Delivery dispute (Shipment not received to buyer) - No claim to be accepted as all Delivery are OTP or COD amount is remitted. | ||
| > Forward Delivery disputes (Wrong product/Damage/Tempered)- 7 Days | ||
| > RTO Delivery Dispute (Shipment not received to Seller) - 10 Working Days | ||
| > RTO Delivery Dispute (Wrong product/Damage/Tempered) - 10 Working Days | ||
| Prerequisites to submit claim - POD Remarks (check the packets and update on POD if you received any shipment with visible damage) + LM Unpacking Video (TID has to be clearly visible) + Inside packaging images + Sample packaging video(Needed once to check how packaging in done at warehouse to check if packagint standard are met) + Mandatory Product Description (On Invoice and through API push) | ||
| In exceptonal case, Asia parcel will consider images instead of LM video | ||
| Wrong Product and RTO POD disputes to be raised via Google Form | ||
| 3 | RTO without attempt shipments | Exception - |
| 1. Seller Induced RTO | ||
| 2. Shipment damaged due to poor packaging | ||
| 3. Customer pincode not matching with address given | ||
| For rest RTO without attempt shipments, freight charges will not be paid by Shipper if no attempt done by Asia parcel | ||
| 4 | NDR | Delivery attempt count on NDR - |
| Incomplete Address - 1 attempt, if the address is updated in NDR - Next attempt, Else RTO after 2 days | ||
| ORC - Immediate RTO | ||
| COD Not Ready - max 3 attempts, no NDR instructions needed | ||
| Door Lock - max 3 attempts, no NDR instruction needed | ||
| Customer Not Available - max 3 attempts, no NDR instructrion needed | ||
| Request for reschedule. Delivery_date changed to:<new date> - max 3 attempts, no reattempt needed. | ||
| Rejected OpenDelivery - Client to confirm no OBD, NDR through API or CEMP, re-attempt should be done | ||
| Customer Not Responding - 3 attempts | ||
| 6 | RTO UnDelivered | Asia parcel to share all RTO unDelivered shipments list with Shipper within 24-48 hrs of marking first RTO unDelivered status. |
| Shipper to work with Sellers to get alternate instructions and get back to Asia parcel within 3 days of sharing RTO unDelivered information with Shipper & for seller not available cases, Shipper time to come back is 2 days | ||
| Basis Shipper instructions, Asia parcel is supposed to re-attempt shipments at Seller premise. | ||
| In case Shipper fails to share alterante instruction within 10 days, Asia parcel can take a call to move shipments for disposal. | ||
| Prior 10 days if shipments are marked as disposed off, Asia parcel to bear the claim liability for the shipment. Also if shipments are not re-attempted for RTO Delivery post Shipper instructions, Asia parcel to bear the claim liability for the shipment. | ||
| Asia parcel will not re-route shipments to alternate address however will support with self collection if Seller is interested within 7 days of sharing first instruction with Shipper | ||
| 7 | LM-TAT/SLA | SLA and TAT to be shared over monthly basis (if any changes) |
| Forward and RTO Disputes for Large Externalization | ||||||||||||
| Dispute Categories: | ||||||||||||
| 1. Wrong Product | ||||||||||||
| 2. Damaged Product | ||||||||||||
| 3. Partial Product | ||||||||||||
| 4. Empty Package | ||||||||||||
| 5. Fake RTO | ||||||||||||
| 6. Delivered but not Updated | ||||||||||||
| 7. POD Requirement | ||||||||||||
| Process Flow: | ||||||||||||
| 1. Dispute to be raised through mail by Client | ||||||||||||
| 2. Below guidelines are to be followed for raising and verifying the disputes: | ||||||||||||
| S. No. | Guidelines | TAT | Resp. | |||||||||
| 1 | TAT for raising the dispute post delivery (Forward/RTO) | 3 Working Days | Client | |||||||||
| (from the date of delivery. D3 if we deliver the shipment on D0) | ||||||||||||
| 2 | TAT for re-open/re-verification cases | 3 Working Days | Client | |||||||||
| Issue Type | Shipping Label | One Complete Image* | Product Images from All Sides | Image of Area of Damage and Brand and Logo | Primary Packaging - Top & Side View | POD Remarks | ||||||
| Damaged Shipment | Yes | Yes | Yes | Yes | X | Yes | ||||||
| Partial Shipment | Yes | Yes | Yes | X | Yes | Yes | ||||||
| Wrong Shipment | Yes | Yes | Yes | X | X | Yes | ||||||
| Empty Shipment | Yes | X | X | X | Yes | Yes | ||||||
| 1. Proofs - images as per below guidelines, proper product description and unpacking video footage** are to be shared by clients for the dispute verification. | ||||||||||||
| 2-One Complete Image: Front View of the Product. In case of combo, please provide images of all the products received. | ||||||||||||
| 3-Video footage must capture the MRP label of the packaging box and the all sides of the product before unpacking and the complete unpacking action with highlighting the issue inside the package. | ||||||||||||
| 4-Remarks to be mentioned on POD at the time of delivery if found damaged /Tampered condition or mention the precise issue* | ||||||||||||
| 5-Clients can fill the dispute form with max 10 attachment proofs of the subject type issue with a total of 30 mb size * via (dispute link form) | ||||||||||||
A cargo aircraft also known as freight aircraft, freighter, airlifter or cargo jet is a fixed-wing aircraft that is designed.
A cargo aircraft also known as freight aircraft, freighter, airlifter or cargo jet is a fixed-wing aircraft that is designed.
A cargo aircraft also known as freight aircraft, freighter, airlifter or cargo jet is a fixed-wing aircraft that is designed.
Providing reliable and convenient C2C and B2B services for documents, parcels, and commercial shipments to 220+ global destinations
