ShopDeck Seller SOP

Standard operating procedure to handle shipment dispute related to wrong item, false delivery, missing items
(applicable on all dispute claims raised after 27th April)
Terminology
Escalation time - The time within which the dispute ticket/claim should be raised after delivery/pickup, any dispute
claim raised after escalation time will be rejected

Resolution time - The time in which Nushop team will get back with resolution - it is 10 days for all issues(except
mass dispute)

Claim amount - The amount credited to seller against accepted claim

Mass Dispute - When repeated cases of disputes are observed(>2% of orders in a week), standard process will be
not be followed and investigation request can be raised. In such cases investigation and more proofs will be called for,
on denial of submission of proofs, Shopdeck will reject the claim request

Raising Disputes
Sellers should raise and track delivery related dispute tickets in the post
delivery issues section of the dashboard-
1. Click on options and report post delivery issues against the order ID
2. Track raised tickets in the post delivery issues section
 Pickup Issues
If shipment picked up by Pickup Executive as per seller and is not reflecting as intransit in
dashboard(Still in Print/Pack/Handover)
- Seller must and should escalate the ticket with all
signed manifests of the LP signed on that day.
- Manifest should have the correct AWBs/total number,
FE signature + phone number and date of the pickup.
- In case of AWB cancellation/not handed over from a
manifest, that AWB should be striked off by the FE with
signature on the strike.
- If signed manifest with all details and correct signature,
number and AWBs is found the seller will receive the
claim.
- If its is a mass dispute the seller can raise request for
investigation, closure will be provided post investigation.
If seller does not support with more proofs for
investigation and denies of submission of proofs,
Shopdeck will reject the claim request
Escalation time - 72 hours from manifest date
Resolution time - 10 days
Claim amount - 50% of invoice value
 RTO Issues
If seller receives an RTO shipment with missing or wrong product.
- Any parcel with label change/any bit of tampering, tapes, changed packaging
material, should not be accepted, and seller should mention on POD
- Seller can escalate received RTO parcel only if both packaging and unboxing video with
clear label, AWB and different product while packing and unboxing is visible.
- If parcel is received and any one or both videos are missing, the claim will be rejected
- For cases which were rejected due to tampering, open RTO delivery will be arranged
and if wrong product is received claim will be accepted
- For cases where both packaging and unboxing video is present and wrong/missing item
is received claim will be accepted
- In case of absence of packaging video and Nushop team telling the seller to accept Label tempered Packaging tempered
shipments after rejection, seller should accept and make unboxing video highlighting the
tempering issues.
- If its is a mass dispute the seller can raise request for investigation, closure will be
provided post investigation

Escalation time - 48 hours from shipment marked RTO delivered POD remark of damaged and
Resolution time - 10 days from escalation rejected
Claim amount - 50% of invoice value+freight charges or Rs.2000 (Whatever min)
 POD Issues
If tracking shows Delivered/RTO delivered and the Customer/Seller has not received the product
Forward cases-
1. COD Orders - received cash is the considered as POD
2. Prepaid orders -
- In case of OTP base delivery/EPOD/customer number where OTP was share will be
provided in 72 hrs
- In case of not OTP based delivery customer signature/ID will be shared within 5 days from
escalation, is it is not matching with seller stamp, claim will be accepted within 7 days
RTO Cases-
- Seller should always use stamp on POD while accepting orders
- Nushop will share the POD within 5 days, if POD stamp is not present against escalated
AWB or stamp not matching with seller stamp, claim will be accepted in 7 days
Stamp on POD

If its is a mass dispute the seller can raise request for investigation, closure will be provided post
investigation

Escalation time - 72 hours from shipment marked RTO delivered/Delivered

Resolution time - 10 days from escalation
Claim amount - 50% of invoice value+freight charges or Rs.2000 (Whatever minimum)
 Forward Delivery Issues
If tracking shows Delivered but the customer received, wrong/missing content in the parcel.

- Both packaging and unboxing video of the parcel should be available, if parcel contents are not matching,
claim will be accepted.
- If packaging video is not present, and unboxing video is present - shipment will go under investigation based
on sorter images, weights, time at each node in the network, and claim will be provided if investigation proves
that fraud has happened in the shipping network - in this claim will be provided for 1 in 500 delivered parcels.
- If its is a mass dispute the seller can raise request for investigation, closure will be provided post
investigation

Escalation time - 72 hours from shipment marked delivered

Resolution time - 10 days from escalation
Claim amount - 50% of invoice value+freight charges or Rs.2000 (Whatever minimum)
 Reverse Orders Issues
If seller receives wrong product in the reverse order(customer return) parcel

- We offer quality check(QC) as a service to ensure customer is handing over the right product.
- If QC is not applied on the reverse shipment no claim will be provided
- If there is a mismatch in product seller need to raise the issue with unboxing video. If
Unboxing video is not present claim will be rejected
- If QC is applied and product mismatches between seller unboxing video and the picked
product image claim will be accepted.
- If its is a mass dispute the seller can raise request for investigation, closure will be provided post
investigation

Escalation time - 72 hours

Resolution time - 10 days from shipment marked delivered
Claim amount - 50% of invoice value+freight charges or Rs.2000 (Whatever minimum)
 Lost Products
Any product which is marked lost in tracking or had crossed 60 days from pickup date and not
delivered/RTO delivered claim will be provided.

Resolution time - 10 days from shipment marked lost

Claim amount - 50% of invoice value+freight charges or Rs.2000 (Whatever minimum)

If seller proves customer has received the product and even then the product is marked lost 100% of
invoice value will be refunded to the seller within 7 days of escalation.

Escalation time - 48 hours from delivery

Resolution time - 10 days from escalation
Claim amount - 100% of invoice value or Rs.2000 (Whatever minimum)
 Damaged Products
No claims are accepted for damaged products if non standard packaging is used or
outer packaging is not damaged

Claim will only be provided if standard packaging used and outer package is
damaged in the network Handling caution stickers

Seller should follow proper packaging guidelines to avoid damages in the network-

1. Choose 60-80 microns hot melt glue adhesive LDPE poly-bags which are
tamper evident for apparel/outer packaging
2. Packaging should involve leak proofing, cushioning, placing of the item and
filling of the voids in the box.
3. 5 Ply boxes with H taping and relevant stickers for handling must be used for
plastic/metal/ceramic items

Escalation time - 48 hours from delivery

Resolution time - 10 days from escalation
Claim amount - 50% of invoice value+freight charges or Rs.2000 (Whatever
minimum)
5 PLY box with H
taping for sealing
 Packaging/Unboxing video Guidelines
1. Show the parcel from all sides and corners before opening/after packing the
parcel, if anything suspicious is found on parcel packet highlight it properly In
video.
2. The shipping label on packaging should be clearly shown(readable).
3. Highlight received product properly (design, colour, and received contents).
4. Video should not be paused in between or product should not go off from the
screen at any stage of opening/packing. Mobile camera mount for
packaging video

ShopDeck Recommendation for packing

1. Use customized branded packaging to avoid parcel
changes.
2. Make packaging video of all parcels and save with
20 day retention
3. Use thermal printed sticker labels to avoid
Thermal printed sticker label
misuse/change of labels, and stick the label on the flap Branded packaging
 Shipment Weight/Dimensions
When entering the details of the shipment in catalogue file/dashboard, the user must enter the weights and
dimensions of the item accurately after packaging and sticking the Label.

There are two weights-

1. Physical or dead weight – The weight of the shipment when measured on a weighing scale.
2. Volumetric weight – The weight of the shipment as per volumetric density – Length(cm) x breadth(cm) x
height(cm)/5000

Raising weight disputes-

Before 10th of every month – Nushop dashboard will have 3PL weight uploaded for weight dispute cases.

In case of disputes, sellers need to get the proofs of weight disputes by 15th to Nushop account support team.

ShopDeck team will review the proofs with courier partner and close final disputes by 25th of every month.Shipping
Invoices of the undisputed shipments and previous months closed disputes will be generated on 10th of every
month.
Delivery Escalations-
EDD – 5-9 days + orders – if any delivery escalation is done before EDD then the escalation will not be accepted, delivery
escalations will only be addressed once the shipment crosses the EDD. RTO EDD will be taken as 15 days from when the
shipment is marked RTO.

Shipment lifecycle – If shipment is not delivered/RTO delivered within 45 days of the pickup, seller can escalate to Nushop
team, if not closed in the next 15 days, if shipments are not delivered/RTO delivered within 60 days from pickup, it will be
considered lost and claim will be process to seller wallet.

Seller Support-
ShopDeck Seller support team is available on Monday to Saturday – 10:30am to 6:30pm on working days.