Delhivery – BFSI Segment

Standard Operating Procedure

The entire End to End delivery process has three parts

1. First Mile (Manifestation and Pickup)
2. Mid Mile (Processing)
3. Last Mile (Delivery to the consignee)

First Mile
1. Manifestation Process: There can be 2 different manifestation methods by the
client:
a. Client shares manifestation file in a prescribed format daily to the group email IDs
created by Delhivery
b. API integration
2. Pickup Process:
a. There will be pickup request generated in Delhivery first mile application on the day
of pickup by first mile servicing team
b. Pickup coordinator will dispatch the pickup request against the authorized Courier for
that respective bank to whom authorization letter was issued initially
c. The authorized Courier needs to carry physical proof of delivery of dispatch and a
valid employee card to the client premises along with white bags, bag seals and a
marker while going for pickup. Then at client location, shipments will be handed over
to our Courier
d. Courier must tally the physical count and apply scan (using Handheld Device) to the
shipments, put into bag and seal the bag with Delhivery bag seal. After sealing, he
must write the count of shipments on the bag seal. Courier has the right to refuse the
pickup of those shipments which are found tampered
e. Courier must sign off the exact count of shipments and bags on gate-pass/challan by
client and must take sign & stamp on physical proof of delivery sheet for the count of
shipments picked, mentioning bag seals on the same POD

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Standard Operating Procedure

f. Vehicle will then be moved to first mile facility after locking

Note: First mile scan at client location will be dependent on client-to-client basis as
certain printers provide lesser window for service providers to be in their premises. In
that case, scan will be performed at the Delhivery center once Courier returns first mile
center
3. Unloading at Inbound dock of facility:
a. Once COURIER returns with shipments to the FM facility, shipments need to be re-
counted in the presence of security guard and CCTV camera at the inbound dock.
b. In case of any discrepancy in count, the same is to be highlighted to client within 12
hours involving BFSI Client Servicing team for the respective client
4. Processing at facility:
The shipments having Delhivery barcode along with client reference number (order
ID) are sent for the following process
a. Inbound scan applied
b. Pin code wise sorting of the shipments
c. These will then be bagged for air connections and further connected to delivery hub
d. All banking shipments will be marked as flash shipments (high priority) and bagged
in blue bags for the prioritize treatment in the network.

Last Mile SOP

1. There are two types of shipments in case of Banking document:
a. Person Specific - These shipments can only be delivered to either the consignee or
his/her blood relations. (Not to any neighbor or friend or security card or in the
mailbox). Courier needs to capture ID proof of the receiver in both cases.
b. Address Specific - These should only be delivered at the specified address, even if
consignee asks courier to deliver at any other address nearby - courier should not
deliver at any other address. (Not at any other building/flat/floor/street), need not
check/capture ID details in case of Address specific.
2. There are four types of deliveries that can be configured at the time of delivery
a. 100% OTP based delivery: The shipment can only be delivered using a delivery
code shared on the consignee mobile number

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Standard Operating Procedure

b. OTP and KYC based delivery: The shipment can only be delivered using a delivery
code and last four digits of the client’s KYC
c. OTP or KYC based delivery: The shipment will be first attempted to be delivered
using an OTP, if the consigned doesn’t get the OTP three times at the time of
delivery which can be triggered again by the FE using his APP, then the
configuration will be opened to deliver the shipment by capturing the last 4 digits of
the Govt. ID.
d. OTP or KYC or Photo ID or POD based delivery: The shipment will be first
attempted to be delivered using an OTP, if the consigned doesn’t get the OTP three
times at the time of delivery which can be triggered again by the FE using his APP,
then the configuration will be opened to deliver the shipment by capturing the last 4
digits of the Govt. ID or capturing the employee ID card (beneficial in case of branch
deliveries) or can capture the signature of the customer on the APP.
3. FE places call in case of below mentioned NDRs
a. Bad/Incomplete address
b. Asked for delay delivery on
c. Entry restricted area
d. Consignee unavailable
e. Consignee moved/shifted
4. Security Procedures:
a. It is very important that all documents are to be stored separately from other
shipments at DC (Separate Bins) and the area should be clearly labelled as
'Documents'
b. The documents should also be kept in a locker at night/nonoperational hours and
then moved back to bins the next day.
c. Every time a document is added to dispatch, consignee will get an SMS stating,
“your shipment is out for delivery”.
5. Dual Address Delivery Process:
a. If in the first attempt, the NDR is shifted then second attempt to be done at the
secondary address.
b. In case of Bad address
 Incomplete address - Redirection to secondary address on 2nd
attempt.
 Cannot locate/wrong address - Redirection to secondary address
on 2nd attempt.

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c. In case of No ID proof -In case customer is not providing Approved ID Proof of

Delivery, delivery need to be hold and card need to be returned.
d. In case of Refusal by customer - if Customer refuses to take delivery at the time of
delivery attempt on his mailing address, card need to be returned in Intact condition.
e. KYC Process-We need to capture the last 4 digits of approved KYC documents for
all secured shipments with id proof type, receiver name with relationship with the
consignee.

Untraceable shipment
1. In case the shipment is not traced in the system or ageing is reflected around 5 days,
operation to inform security for corrective action
2. If security is not able to trace the shipment for 48 hours, it must be highlighted as lost
and immediately report is shared with CS
3. Online FIR would be filed by the responsible Delhivery operations representative
4. Client to immediately block the lost card post receipt of an email from Delhivery CS
team