General


1. Will I be able to track my shipments from my Shopify dashboard? 


Yes. Once you schedule a shipment an AWB numbers gets assigned against the respective order number.



2. Which all courier partners are available with Zepo Couriers? 


FedEx, BlueDart, Aramex, Delhivery, DotZot



3. Where can I manage my bills? 


You can login to your account on couriers.zepo.in to manage your bills.



4. Do I have to pay any Refundable Security Deposit? 


Yes. You will have to make a deposit of Rs. 2000 when you're sending your first shipment. The deposit is refundable and the amount will be refunded when you end your services with Zepo. 



5. 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. 


6. 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. 



Pick-ups


1. 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. 


2. 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. 


3. 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.


4. 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


1. 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. 


2. 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. 


3. 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 and Weight calculation


1. 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

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. 


2. 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


1. How much is the insurance covered?

 

Free insurance for consignments with invoice values less than Rs. 5000/-

Insurance charge of 0.5% of invoice value for consignments with invoice value exceeding Rs. 5000/-


2. 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.


3. 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


1. Is same day delivery possible?

 

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


2. 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


3. 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.


4. 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


1. 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.


2. 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


1. 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 to any discrepancies you can drop a mail to support@zepo.in


2. 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 to any discrepancies you can drop a mail to support@zepo.in


Taxes


1. 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.


State entry tax for surface - Shippers have to pay the state entry tax at the time of filling up the form. This has to be paid directly from the website of the respective state taxation department; except for West Bengal. For West Bengal, the courier companies will charge you the state entry tax in the monthly arrears report. 


 

Environment Cess: Sikkim – 1%