Shiprocket Customer Care: A Complete, Practical Guide

Shiprocket is one of India’s largest eCommerce logistics aggregators, connecting sellers to 17+ courier partners and servicing 24,000+ pin codes nationwide. As of 2023, the company publicly reports working with 250,000+ merchants across India, which makes its customer care processes crucial for timely dispute handling, NDR management, and claims. This guide explains exactly how to contact support, what to include in tickets, realistic response times, and how to prevent avoidable escalations.

Whether you are new to Shiprocket or scaling to thousands of orders per month, knowing the right channel and the right data to submit can reduce turnaround time from days to hours. Below you’ll find condensed, field-tested advice drawn from typical workflows used by Indian logistics aggregators and what merchants commonly experience in day-to-day operations.

Contacting Shiprocket Customer Care: Official Channels

The most reliable way to contact Shiprocket support is from within your dashboard (logged-in). Using the in-dashboard Help/Support widget automatically attaches your account and order context, which speeds up triage and reduces back-and-forth. For self-help, use the public knowledge base for step-by-step articles and feature explainers; it is updated regularly.

For public-facing resources, start at shiprocket.in and the Help Center. When you contact Shiprocket via social media, avoid sharing sensitive data (order values, bank details, OTPs) in public threads—use private messages and always reference your Ticket ID or AWB. If you work under a managed/enterprise plan, your dedicated success manager is typically your fastest path for urgent issues during business hours (India Standard Time).

• Dashboard support: Log in to your Shiprocket panel, open the Help/Support widget, and select “Create Ticket” or “Chat.” Include AWB, Order ID, and screenshots. This creates a traceable Ticket ID.
• Help Center: help.shiprocket.in (self-help articles, workflows, policy details, and how-to guides). Also accessible via the dashboard Help widget.
• Status and announcements: Check Shiprocket’s official blog/news pages on shiprocket.in for feature updates and scheduled maintenance notices that may affect operations.
• Social support: Use official Shiprocket handles to raise visibility on existing Ticket IDs (do not share account credentials; move to DMs for specifics).

Response Times, SLAs, and What to Expect

First-response times generally depend on support load, your plan tier, and ticket type. A practical expectation for an initial response is within 4–12 business hours for standard accounts and faster for priority tiers. Complex cases that involve courier partner investigations (e.g., loss/damage) take longer because Shiprocket must coordinate with the underlying carrier’s NOC/claims teams.

Indicative (not contractual) timelines many merchants observe: NDR assistance within 24–48 hours, weight-discrepancy disputes 3–5 business days, AWB cancellation/refund eligibility checks 24–72 hours, and lost/damaged shipment claims 7–21 working days after all documents are submitted. Always verify the current SLA in your dashboard, because timelines differ by courier partner, lane (surface vs. air), and service level.

What to Include in a Ticket (For Faster Resolution)

Tickets that begin with complete, verifiable evidence almost always resolve faster. Attach high-resolution images, videos, and PDF invoices where relevant, and avoid partial or cropped screenshots. If multiple orders share the same issue (e.g., COD remittance query), open one ticket per AWB unless support advises batching—this prevents mixed outcomes and improves audit trails.

Name your files clearly: “AWB-1234567890_invoice.pdf” or “AWB-1234567890_weight-scale.jpg”. Use unedited, original files with visible timestamps when documenting damage or unboxing. Keep all carrier handover receipts and pickup manifests; they are often requested during claims.

• Identifiers: AWB, Order ID, pickup date/time, and the affected courier partner.
• Proof of value: Commercial invoice (with GST details if applicable) and SKU-level values.
• Weight/size evidence: Photos of parcel on weighing scale (display visible), dimension photos with measuring tape, and packaging shots (inside and outside).
• Delivery proof context: Delivery OTP logs (if any), buyer statements, NDR reason codes, call logs or delivery attempt screenshots.
• Damage/loss evidence: Unboxing video from seal intact to full reveal; photos of damaged items, outer carton, and airway bill label; police complaint/FIR if requested for high-value loss.

Handling Common Cases with Customer Care

Weight/Dimension Discrepancy Disputes

Courier audits may reclassify your shipment to a higher chargeable weight based on volumetric weight: for most air services in India, volumetric kg = (L x W x H in cm) / 5000. For surface, some partners use / 4000. If the audited weight is higher than what you declared, you’ll see an adjustment. To dispute, submit scale photos and dimensions taken before dispatch, plus the product listing link and packaging details.

Keep a standard SOP: weigh every parcel on a calibrated scale, photograph the reading with the parcel visible, and record dimensions with a measuring tape. If you frequently ship in the 0.5–2 kg range, small overages can trigger charges; rounding up your declared weight to the next 0.5 kg slab often prevents disputes.

NDR (Non-Delivery Report) and Delivery Issues

If a shipment shows NDR (e.g., consignee unavailable, address incomplete, phone not reachable), act within 24 hours. In your ticket, include updated address/landmark, alternate number, desired reattempt window (morning/evening), and confirmation from the buyer. Proactive reattempt instructions reduce RTO risk and keep COD conversions healthy.

Enable any available “NDR management” workflows in your Shiprocket panel so buyers receive automated confirmation calls/SMS. Monitor NDR reasons: repeated “Customer refused” may indicate product-page mismatches or COD fraud. Share these patterns in your ticket to request focused courier action on future deliveries in the same lane.

Lost/Damaged Shipment Claims

For suspected loss (no scans or prolonged “in transit”), open a ticket as soon as the shipment crosses the typical transit SLA for that lane (e.g., 3–5 working days for regional surface, 2–4 for air). Provide invoice, item photos, and proof of handover (pickup manifest). Ask support to initiate a formal trace with the courier and request a written status update timeline.

For damage, unboxing videos are powerful: a continuous video from sealed box to item inspection typically yields faster outcomes. File the claim within the window communicated by support (often 24–72 hours from delivery). For high-value items, support may request a damage certificate or third-party assessment—prepare in advance to avoid delays.

COD Remittance and Finance Queries

If COD remittance seems delayed, first verify your panel’s remittance schedule and settlement cycle (e.g., T+2/T+3 working days from delivery for early COD products, or the default cycle shown in your account). In your ticket, share AWBs, delivered dates, expected remittance date, and bank statement screenshots redacting unrelated entries.

Discrepancies often stem from partial deliveries, returns in flight, or buyer refusals updated after the initial scan. Request a reconciliation sheet per AWB showing collected COD amount, deductions (if any), and final payable. If you use multiple COD products or have recent bank detail changes, note those explicitly in the ticket to reduce back-and-forth.

Escalation Matrix and Record-Keeping

Always begin with a standard ticket via the dashboard; it creates a traceable Ticket ID. If you cross the communicated SLA with no movement, reply on the same thread and request an escalation to a senior agent or team lead, citing the Ticket ID, AWB, and age of the issue in business days. Avoid creating duplicate tickets; they fragment the investigation.

Maintain a simple ledger or spreadsheet with columns: Ticket ID, AWB, issue type, date opened, last response, promised next step, and documents shared. If an issue exceeds, say, 7–10 working days without resolution (varies by case type), compile a concise summary (bullet points, evidence links) and request an L2 escalation. Use the same approach if multiple AWBs show the same systemic issue (e.g., repeated misrouting on a lane).

Preventing Support Issues Proactively

Most disputes start at data entry. Validate pincode serviceability before creating shipments, use complete addresses with landmarks, and confirm consignee phone numbers. For weight accuracy, standardize carton sizes and pre-measure volumetric weights: for example, a 30 x 20 x 15 cm box has 1.8 kg volumetric weight by air (30*20*15/5000). If your physical weight is 1.2 kg, you’ll be billed at 1.8 kg; plan product bundling accordingly.

Quality packaging reduces damage claims: double-wall corrugation for fragile SKUs, edge protectors, void fill, and “This Side Up” and “Fragile” labels. For COD-heavy catalogs, use confirmation calls/SMS and clear product pages to lower refusal rates. Periodically audit your pickup cut-off times and courier selection rules so service levels (air vs. surface) match promised delivery dates.

Costs That Often Trigger Customer Care Tickets

RTO (return-to-origin) generally mirrors forward freight; a 0.5 kg intra-zone forward charge might be modest, but an RTO doubles the logistics cost. Weight adjustments add the difference between billed and declared slabs, and some couriers levy audit or handling fees. Address-correction or reattempt charges can apply on certain networks, especially after multiple failed attempts.

To stay in control, reconcile weekly. Export freight invoices from your dashboard, sort by adjustment type, and sample 10% of high-variance AWBs. If you find a pattern (for example, a specific hub consistently adding size-based surcharges), raise a consolidated ticket with 5–10 representative AWBs and ask for a lane-level review—this typically yields better, faster outcomes than scattered one-off disputes.

Security and Compliance When Contacting Support

Never share OTPs, API keys, passwords, or full bank account numbers in tickets or chats. Redact unrelated bank statement entries and blur personal buyer data unless it’s strictly needed for the case. Use official domains only: shiprocket.in and the Help Center linked from your logged-in dashboard. If someone contacts you claiming to be customer care via unofficial channels and asks for credentials or payments, treat it as suspicious and verify via the dashboard.

For accounts with multiple users, assign role-based access so only finance users can view remittance details and only operations can create or edit shipments. This reduces accidental changes and keeps audit trails clean—something support appreciates when they need to retrace events quickly.

Key links to bookmark: shiprocket.in (official site) and help.shiprocket.in (Help Center). For any channel outside your dashboard, always cross-verify authenticity through these sources before sharing sensitive information.