zepo logistics disclaimer
TRANSCRIPT
Logistics Disclaimers & FAQs
Frequently Asked Questions about the Logistics Support
& important disclaimers related to the Logistics Service Providers.
Important Pointers Regarding Zepo-AVN Tie-UpTo handle the logistics aspect of running your online store, Zepo provides a tie-up with AVN Logistics Solutions. Here are a few pointers to help you understand the processes
involved.
AVN Logistics is a 3rd party logistics aggregator, which has tie-ups with FedEx, Aramex and Delhivery courier companies.
Zepo and AVN are two separate entities, that have tied-up to provide you the logistics service for your online store.
Zepo simply connects its customers to AVN Logistics, after negotiating a cost-effective deal on their behalf.
Whatever services are provided, whether good or bad, the answerability for the same lies with the respective courier company. Zepo can at most take up the customer’s query on their behalf, and request an answer from the courier company.
We want our customers to have the best logistics experience at all times. That is why we provide them with the option to pick from multiple courier services. This helps them choose the one that suits their needs and expectations the best.
Important Pointers Regarding Zepo-AVN Tie-Up
Zepo is a company that connects an eCommerce business to a courier service. This is like how a travel booking website connects a customer to an Airline Company.
All responsibility regarding the quality of service provided, lies with the courier company. For example, if the service on a flight is unsatisfactory, the customer does not lodge a complaint with the travel booking website, but with the respective airline company.
Zepo simply resells the courier companies’ service to its clients. This is done on a good will basis, with zero profit margin.
1. The Logistics Refundable Security Deposit & Credit Limit Policy
Zepo Refundable Security Deposit: It is a 100% refundable deposit (minimum Rs 2,000) that is maintained in your logistics account. It ensures that the net billing balance in your logistics account is always positive.
Total Credits: They define the amount that you owe the logistics company. Here is how it is calculated.
Total Credits = (Current Cycle Bills + Pending Payments) – Pending Remittances
Current Cycle Bills: Bill amount for Non-COD shipments during ongoing billing cycle.
Pending Payments: Unpaid bills by you, from previous billing cycles.
Pending Remittances: Pending remittance amount that you are yet to receive.
What is the relation between the refundable deposit & total credits?
The Credit Limit policy states the following: Logistics Refundable Deposit should be higher than the Total Credits, at any given time.
If not, your logistics account will be temporarily put on hold, till your bills are paid or deposit amount is increased.
To know more, you can read up about the refundable deposit and credit limit policy on the Zepo Blog.
2. How Do I Check the Pickup Status of My Consignment?
Once the pickup is scheduled, you can check the pickup number from the AVN dashboard. Incase you want to know the status of your pickup, please call the logistics company’s support number.
Please understand that logistics in India is still in its evolving phases, and approximately 5-7% of the pickups are not completed on time.
For your reference, here are the support numbers for FedEx, Delhivery & Aramex.
Fedex: 1800 419 4343 (Working hours: 9 AM-9 PM, Monday-Saturday)
Delhivery: 0124 6719500 (Working hours: 8 AM-9 PM, Monday-Saturday)
Aramex: 022 3300 3300
3. What If the Shipment is Not Delivered in the Estimated Time Given by the Courier Company?
You can raise the issue with the respective logistics provider or AVN for the reason of delay.
Only the logistics company or AVN can provide the reason for the same.
Delivery Exception
An exception occurs when a package is temporarily delayed while in transit. Every effort is made to deliver every package as soon as possible, so an exception does not necessarily denote a late shipment. The status exception explains the most recent exception in the scan activity section.
The term "PMX" refers to a p.m. exception, when a shipment is returned to a delivery station for the night because it was undeliverable during the courier's route. Such a delivery exception may occur because the package was incorrectly addressed, a recipient was unavailable, etc. In many cases, delivery is re-attempted the next day.
3. What If the Shipment is Not Delivered in the Estimated Time Given by the Courier Company?
For your reference, You can contact AVN/Logistics provider on following No.
Fedex: 1800 419 4343 (Working hours: 9 AM-9 PM, Monday-Saturday)
Delhivery: 0124 6719500 (Working hours: 8 AM-9 PM, Monday-Saturday)
Aramex: 022 3300 3300
AVN - 077188 28629 (Working hours: 10 AM – 7 PM, Monday-Friday. 10 AM – 1 PM, Saturday)
4. Accounts & Billing
Payments of bills & reimbursement shall be as follows:
We follow 2 remittance cycles every month – 1st to 15th AND 15th to 30th.
For the consignment delivered between 1st and 15th of a month, reports will be shared by the 15th of the following month.
For the consignment delivered between 15th and 31st of a month, reports will be shared by the 30th of the following month.
5. What If the Customer Refuses the Shipment? What Charges Would be Applied and How Many Days Does it Take to Return the Shipment?
Incase the customer refuses the shipment, the consignment will be shipped back to you. You will be charged the shipping charges for 2 sides – to the customer, and then back to you.
In case of a COD order, the ‘Cash Handling Charges’ will be levied, irrespective of whether the customer accepts the order or not.
The time taken to return the shipment will be 10-15 days, depending upon the Zone.
The time taken to return the shipment could be longer, because the parcel is kept for 7 days at the warehouse. After that, it goes to the original account holder, i.e. AVN. Only then is the shipment returned to the seller. So, there is a possibility that the return shipment could be delayed further.
Note: Tracking No. for return shipment changes. Please find the return shipment tracking no. by original tracking no. on the tracking page of the logistics provider or contact AVN.
6. What if Logistics Service Provider returned the package with out prior notice or information?
Logistics Service Provider tries to deliver the product 3 times during a period of maximum 7 days incase Customer is not available for the first 2 times.
Logistics Service Provider will not inform you incase of return. Please keep a track of the consignment until it is delivered back to you.
7. What if Logistics Service Provider delivered the package at wrong place?
Usually the chance of this is less than 2%. But incase it happens, please write to [email protected] and [email protected] to direct it to the right location.
Logistics Service provider will deliver the consignment at no extra cost.
8. What is the process to claim the insurance on the product incase of damage or loss?
To claim the insurance on any product, please write to [email protected] and [email protected] and start the process of claiming the insurance.
There is a possibility of breakage of fragile item while it is being shipped. Kindly use proper packaging material to ensure the safety of such items.
Claims for Damage:
1. Fedex: All claims due to damage (visible or concealed) must be notified to FedEx in writing within 21 calendar days after delivery of the Shipment, failing which no action for damages may be brought against FedEx
2. Aramex & Delhivery: No, claim shall be entertained by Aramex or Delhivery for any loss, damage, non delivery, breakage, pilferage, etc for the shipment unless a written claim is lodged with in 30 days from the date of docket
9. How Should I Keep a Track of Billing & Remittance Reports?
To help you manage your bills and remittances, you can use the Zepo Logistics Billing Management System.
You can know more about how to use it here.
You can always check the same in AVN dashboard
Please maintain an excel sheet with all the orders that have been delivered/returned, along with the tracking number.
10. Where Do I Find the Sales Tax Form for My Shipments?
Please find all the forms required while shipping your products interstate here.
You need to fill the required form and attach with consignment while delivering interstate.
Note: Please note that without the sales form, consignment will not be delivered, will get stuck somewhere in transit.
11. What If The Customer Wants to Return the Shipment?
Incase the customer wants to return the shipment, please schedule the pickup from the customer’s address.
While generating the pickup, please mention customer’s address as the pickup address. Your address should be mentioned as the shipping/delivery address.
Once label is generated, please mail this label to the customer. Ask the customer to take a printout of the same and hand it over to the pickup guy along with the consignment.
The consignment will then be shipped to you from the customer’s address.
12. How Do I Calculate the Volumetric Weight of My Consignment?
The volumetric weight of any consignment is calculated by using the following formula.
Volumetric Weight
1. (Length * Breadth* Height) / 5000 [Air Shipment]
2. (Length * Breadth* Height) / 4750 [Surface Shipment]
The length, breadth and height of the
consignment is calculated in centimeters.
13. How Do I Track the Shipment Status of My Consignment?
Once the shipment is dispatched, you can track the status of the shipment by using the tracking/docket number on the respective courier company’s website.
On the ZePOST dashboard, once the order is dispatched, you can see the status of consignment in the ‘Dispatched’ section.
14. Whom Should I Contact Regarding Escalations for Logistics?
If you are not satisfied with the service provided by the logistics provider, please escalate the issue with AVN.
1. Email Id: [email protected]
2. Phone No: 9665706060
If you are not satisfied with the response provided by AVN, You can escalate the issue with Zepo.
1. Email Id: [email protected]
2. Support no: 9223583358
Note: In 90% of the cases, Zepo’s scope of action is very limited. We will, however, take up your issue on your behalf, and follow-up with the respective courier company to get your issues resolved.
Why do we work with AVN when there could possibly be 5% to 7% issues?
We are working with Logistics provider like Fedex, Aramex & Delhivery. Through AVN, we provide you the option to choose from more than one logistics provider .
All of the logistics providers are among the best in the country, especially for ecommerce shipping.
Since the logistics infrastructure is overall in a very nascent stage in India, we need to work within limitations.
Operational issues of Fedex / Aramex / Delhivery would continue even if we work with AVN or any other partner or directly as well.
Logistics cost is one of the very important criteria while choosing Logistics provider . AVN has provided the best negotiated rates, which is much lower than the prices quoted by these courier companies for a direct account holder.
Our mission is to bring 100% service satisfaction to our customers. By letting you know about issues in advance, we are just being transparent.
Thank You!