FAQs

Zepo Couriers – FAQ’s

Zepo Couriers FAQ’s

Scheduling couriers

Do I get to choose the courier partner of my choice?

Yes, you can choose the courier partner of your choice each time you schedule a pickup using Zepo Couriers.


Can I schedule more than 1 shipment at a time?

Yes, you can do this via Bulk Upload option available on our dashboard. However, you can upload only 50 orders at a time.


Notifications

Do I and my customer get tracking updates?

Yes, tracking updates will be shared via SMS or Email depending upon the plan you opt for.


What is the flow of the tracking update notifications? 

Status Seller user Pickup user Delivery user
When consignment is scheduled Yes Yes No
When consignment has been picked up Yes No No
When consignment is In Transit Yes No Yes
When consignment is out for delivery No No Yes
When consignment is failed attempt No Yes Yes
When consignment has been delivered Yes No No
When the consignment is returning Yes Yes No
Expired/Pending/Pickup request No No No
When there’s a delivery exception Yes Yes No

Seller user – Parent account holder/Marketplace seller

Pickup user – Child account holder/Vendor in a marketplace

Delivery user – End customer

Pick-ups

Do I have to call or notify someone for my pickup?

No, you don’t have to.

Whenever you schedule a pickup from the dashboard, a shipping label gets generated. Simultaneously a notification goes to the respective courier company person to make a pickup from your place.


Can I schedule pickup from multiple pickup locations?

Yes, you can schedule pickup from multiple pickup locations. Multiple pickup locations are offered only in Pro & Advanced plans.


What do I do in case of reverse pickups?

In case of reverse pickups you need to schedule a new shipment from your dashboard by interchanging the pickup and delivery address and scheduling a new shipment.

You then need to communicate with the end customer and provide them the shipping labels which need to be pasted on the return shipment.

Note: Only shipping labels generated from the dashboard should be used to ship the package.


Whether same day pickup is possible?

It’s possible if you are scheduling a pickup before the cutoff time for the respective courier company. The cutoff time will be shown in the dashboard itself while you are scheduling a pickup.

Pickup from a new location may be delayed due to operational reasons. Once the pickup guy knows your location, it becomes a routine.


Payment

How do I pay for the courier charges?

Zepo Couriers works on a prepaid system You can pay for the courier charges using PayTM or Zepo wallet to schedule your shipments.


Do I need to pay any deposit to open an account with Zepo?

Yes, you will have to pay Rs. 2000/- as refundable security deposit the first time you schedule a shipment.


Why do I have to pay Rs. 2000 deposit?

When you schedule a shipment, you pay according to the weight that you have entered. When the courier company measures the weight of the consignment at their hub and in cases where there is a discrepancy between the weights, the difference amount is billed on a monthly basis.
Once the monthly bill is sent to you, the bill needs to be cleared within 7 working days. Back when we did not charge the security deposit, we had several cases the client refused to pay the pending amount and we had to pay the courier company  ourselves. This resulted in financial losses for us.
To make sure that we have a buffer amount in such situations, Zepo charges the Rs. 2000/- to protect our interests in such situations.


Packaging & Weight Calculation

How do I weigh my Package accurately?

In order to get an approximation of the actual chargeable weight of your product, you need to measure its physical as well as volumetric weight.

The calculation for volumetric weight is as follows :-

Air Shipment L x B x H (in cm) / 5000
Air Shipment using Bluedart L x B x H (in cm) / 6000
Surface shipment using Fedex L x B x H (in cm) / 4500
Surface shipment using DotZot L x B x H (in cm) / 4750

* L – Length;  B- Breadth; H – Height

The volumetric weight should be compared with the physical weight of the shipment and the higher weight is used to calculate the shipping cost (actual chargeable weight).

This actual chargeable weight is determined/finalized when the shipment reaches the courier companies warehouse.

For example, a pillow is light but occupies more space as opposed to a book which is heavy but occupies less space. Hence, even though they are the same weight, the pillow might cost more to ship than the book due to the difference in volumetric weight.


How should I pack my items before shipping?

We advise you to follow some basic guidelines:

  • Make sure the box or bag you use is suitable for the contents you are sending and use a strong tape to seal it.Use fillers like crumpled newspaper, bubble wrap and other cushioning material to protect your items.
  • And finally, make sure that you do not have any labels on your box apart from the ones generated from the dashboard.
  • It is advisable to try to reduce the size of the final package which will in turn reduce the volumetric weight of your shipment.
  • Please note that your shipments should be well packed as any damage caused to due improper packaging will not be entertained in case of a claim.

Insurance

What are the insurance charges for shipments ?

Invoice value up to Rs 5000 – Free

Invoice value for shipments above Rs 5000 – 0.5 % of invoice value

Note: Insurance will not be applicable for shipments containing jewellery, precious stones, perishable items etc.


How do I claim insurance for damaged or lost shipments ?

All you need to do is email us the details of your shipment and you will be provided with a claim form.

You need to fill the form to provide us the following details:

  1. Pictures of the outer package, displaying the damage on it (shipping label should be visible)
  2. Picture of damaged product
  3. Signed manifest
  4. Invoice copy
  5. Soft copy of shipping labels

We will get the claim submitted to the respective courier company. It takes around 45 to 60 days for the reimbursement of your claimed amount.   

In case of a lost shipment, you need to drop us an email with the tracking number and signed manifest. As the courier company declares the shipment to be lost, a claim for your shipment will be provided.


By when should I lodge an insurance claim?

Any insurance claim should be filed within 90 days from the date of booking of the concerned consignment.


Delivery

Is same day delivery possible?

No, we are not serving hyperlocal at the moment. We will be expanding to the hyperlocal space soon.


How many days does it take for my package to be delivered?

Air shipment – 1-4 working days

Surface shipment (Economy) – 4-7 working days


How many times do the courier companies attempt a delivery?

In case of COD orders the delivery is attempted only once whereas for online payment orders it is usually attempted two times depending on certain factors. The Delivery attempts are based on the updates received and can change on a case to case basis.

In an exception case you can mail us within 24 hours to notify the courier company to re-attempt the delivery.


What is a delivery exception?

Delivery Exception is a stage in the transit of the shipment where the shipment gets stuck due to some reason. There could be various reasons such as a wrong address, the customer was not available


Re-routing Consignments

What is meant by address correction and how does it happen?

Address correction happens when your customer has provided the wrong/Incomplete address or you have entered the wrong/Incomplete address while booking the consignment. In this case, the delivery guy gets in touch with your customer and corrects the address to deliver the product safely. There are additional charges applicable for the same.

What does rerouting mean and how to do it?

Rerouting is done by the shipper i.e. you. You might want to re-route the consignment for various reasons for eg. customer’s request to change the address.

You will have to drop an email to support@zepo.in to reroute the parcel. We will coordinate with the respective courier company to get this done.

Note: Consignment rerouting can be done only within the particular hub under which the deliver address exists.


What is the charge for address correction or rerouting the consignment?

Rs. 63/- per consignment (Inclusive of all taxes)


Billing & Remittance

How does the COD remittance work?

For all the shipments that are delivered between 1st and 15th of a particular month, the remittance reports will be shared by the 30th of the same month.

For all the shipments that are delivered between 16th and 30th/31st of a particular month, the remittance reports will be shared by the 15th of the following month.

The amount will be remitted to your bank account in 3-4 working days.

Any dispute raised regarding COD after 60 days of delivery date of the shipment will not be entertained.

In case of any discrepancies, you can drop a mail to support@zepo.in


How does the Billing work?

The billing and collection of the courier charge will be done on a pre-paid basis. The courier charge will be calculated depending on the physical dimensions of weight and dimensions as provided by the shipper. In case a discrepancy is found in the physical dimensions/extra charges at a later date, the shipper will be asked to pay the difference amount. Any dispute raised regarding Bills after 7 days of date of the bill will not be entertained.

In case of any discrepancies you can drop a mail to support@zepo.in


Taxes

What are Duty Taxes?

Duty taxes include Entry tax and Octroi charges and any other taxes levied by the government. These charges are subject to change without prior notice. The shipper is required to be aware of the applicable State Norms.

The taxes are levied on the product invoice value.

Apart from the Taxes levied by the Government, the courier companies also charge an advancement fee in these states. These are the charged by the courier companies as service charges since they are paying the taxes on behalf of shippers.

The advancement fees for shipments scheduled through Zepo Couriers.

Aramex – Rs 0

Delhivery – 5.5% of tax amount

Dotzot – 5.5% of tax amount

Fedex – Rs 10

State Tax:  Maharashtra – Octroi 5.5% / LBT – 3% to 5%

Entry Tax

Assam – 4%

Bihar – 5%

Orissa – 2%

Rajasthan – 5.5%

Uttarakhand – 10%

West Bengal – 1%

Jammu & Kashmir – 13.5%

Uttar Pradesh – 5%

Madhya Pradesh- 6%

Gujarat – 5 -15%

No Entry tax for surface shipments. Only Sales Tax forms will be required.

Environment Cess: Sikkim – 1%


API / Plugin integration

Can we integrate the API with the pre existing site?

Yes, you can integrate the API’s of Zepo Couriers with your pre existing website. We will provide you with the API’s on request. The Zepo Couriers API can be integrated on any platform.

The integration has to be done from your end with a developer. Our tech team will provide you with the necessary guidance throughout the integration process.


Do you offer plugins?

Yes, we have ready made plugins for Magento (1.8x & 1.9x) and Shopify at the moment.

For other platforms such as WooCommerce, Opencart, Prestashop and Magento 2.0x, we offer a plugin which involves 2-3 days of development work. Our tech team will provide you with the necessary guidance throughout the integration process.


Others

How to schedule an International Shipment?

To schedule an international shipment you need to provide us the details of the shipment in a specific format along with your I/E ( Import & Export) code and we will schedule it and provide you the labels.

Click here to know more about the I/E code and how to obtain it.


What are ODA/OPA Pincodes?

ODA/OPA are Out of Delivery Area/Out of Pickup Area Pincodes which are not serviceable by the courier companies but can be serviced on a special request.This incurs an extra charge of Rs 1500+ST per shipment.


What does one do in case of a Discrepancy in charges?

In case of any discrepancy in the bills charged to your account,you can email us with those specific tracking numbers and we will review the same.

In case of a genuine discrepancy, we will change the status of that tracking number to a rejected state and take up the issue with the courier company.

The billing of that shipment will be kept on hold till we receive a resolution.


What are the charges applied to Returned Shipments?

The shipments that are not delivered are returned to the origin address.

You will be charged for the to and fro shipping charges unless the courier company is willing to reimburse it.

In case of COD undelivered shipments, you will be charged the cash handling charges in addition to the to-and-fro freight charges.


Government Regulations

Please note that Government Regulations are subject to change without prior notice.

Here are a few restrictions due to regulations.

  1. No COD shipments will go to Kerala & Pondicherry
  2. Delhivery doesn’t accept any product value more than Rs. 4998/- for UP and Uttarakhand
  3. For J&K, Form 58 will be required, if product value is more than Rs. 5000/-

Can I ship liquid and semi solid items?

Yes, you can ship liquid and semi solid items with a MSDS sheet.


What is MSDS?

MSDS is required for shipping liquid and semi solid products.You need to get this certification  from the manufacturer of the product.You need to furnish the same for every consignment that carries such products. Liquid and semi solid products cannot be sent via Air and will be sent only through Surface Shipping.


Can we ship if we are a non-registered business?

Yes,you can ship your products via all the courier companies except for Fedex.
Only Fedex requires you to have a VAT/TIN number for shipping to certains states, however it can be used for States that do not have the above requirement.


Is it possible to ship perishable goods via Zepo Couriers?

Perishable good can be shipped but should have a minimum shelf life of 45 – 60 days.

These shipments containing perishable goods will not be covered under insurance.


Are multiple pick up options available?

Yes,You can schedule pickups from multiple locations if it’s a part of your subscription plan.


Does Zepo provide packaging for shipments?

Zepo does not provide packaging services as of now.


How do we compare to other service providers?

Zepo Couriers provides integrated order and shipping management system with intelligent suggestions for courier partners. You can compare the best shipping rates of all our partner companies and choose the one most feasible for you.

  • Robust support system for your shipments.
  • High pin code coverage in India as well as internationally
  • Notifications at every stage of the shipment.
  • Mobile App
  • Integrated Billing Management System

What can I ship through Zepo Couriers?

You can ship anything through Zepo couriers except for Prohibited Items.

The Invoice limit in Cash for COD orders is Rs. 20,000. A special request can be placed for COD shipments exceeding the invoice value of Rs. 20,000. In this case you need to email us the details of the shipment and we will schedule it and provide you the labels. The COD amount of this shipment will be collected via cheque.


What is the Weight limit for scheduling shipments?

You can ship packages up to 70kg in a single shipment. However you can use the multiple package option of Fedex to ship packages higher than the limit.


 

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Saptarshi Baksi

Saptarshi Baksi

Saptarshi finally found his calling & creative freedom in ZEPO after donating some blood to an IT company. A wannabe adventurer and a shutterbug. He is often found trekking in the Sahayadris on the weekends.
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"The biggest adventure you can take is to live the life of your dreams." ~Oprah Winfrey