Shiprocket: eCommerce Shipping

Pathetic customer service, The RTO rates are skyrocket high and the support team does not respond to the escalations. Frequent bugs and inconsistencies plague the app.

ANOTHER UPDATE: These guys have no idea of customer support! absolutely ridiculous, my team has spent days and weeks to get answers to simple question. ZERO SUPPORT!! stay away from this ridiculous piece of crap team
UPDATE: Updating my review as I was finally reached out by the shiprocket team to fix the issues. Ideally any customer should not have to jump this many hoops and post a review to get response. Hopefully these guys ramp up the support part and match it with product improvements. They are solving a big problem in the ecommerce space for SMB's and i want them to succeed. - good luck
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I really wanted to like these guys and their product. I think they have a decent product but the support team's response and onboarding is just horrible. I have sent tons of emails to support with no response for weeks. I got one call to upgrade to advanced plan to ask for more money and that was it?? cmon guys you have potential and need to sort your support team response. Right now they have blocked my account due to some "suspicious" activity!! whatever that means after I have loaded 10,000 in their wallet. way to lock a frustrated customer. lets see if anyone has courtesy to respond to this feedback and fix your mistakes. I will be willing to update this review.

We lost a lot of money in weight discrepancy (around 250 Rs. per shipment for 200gm package and they will let you know this additional charge after 30-60 days of shipment), stolen RTO shipments (till now our 40 shipments were stolen with RTO fees charged or in shipments not returned with no POD provided. Tickets are getting closed in 2-3 days automatically (cases are pending for the last 4-5 months). In short, the way the business is conducted is disappointing. I don't know how this is even on the shopify. UPDATE - Now they are also stealing money by not returning the RTO packages and rejecting the disputes. They are classifying almost all items (such as earphones, android boxes, all without batteries) as prohibited item and stealing it in name of COVID regulations

Review Update: July 17, 2020
Apparently they have migrated me to a FREE Lite Plan to their Pro plan and have issued a 3 month invoice to me for Rs.10,089. I addressed this with their call center and after being assured that the invoice will be canceled in 2 days (this was 5 days ago), they have suspended my account now disabling me from shipping out any of my orders. FIx your mess Shiprocket. You're dragging your name through dirt right now.

Once again, I appeal to any competition out there. Read this. See the flaws and incompetence that their customers have to put up with on a regular basis. Please come up with something better. You can migrate each and every one of Shiprocket's dissatisfied customers to your platform.

Review Update: June 06, 2020

Is there any competition in the shipping aggregator field even surveying and reading this. Please see what your competing against and reach out to me. I will gladly shift over in the blink of an eye if you offer even slightly better product and service. Shitrocket has reached rockbottom in terms of customer service.

Their partners falsify delivery status updates, packages don't get delivered and even with supporting proof from the recipient Shitrocket fails to locate the package, provide insurance/compensation towards lost/unreturned packages or even waiver the shipping charges (two way because they claim to have initiated return of undelivered packages to me). So now I,m left with a forever diminishing wallet balance and ten in thousands of rupees in misplaced/unreturned shipments.

Review Update: December 27, 2019
I have been failed miserably by Shiprocket for International Shipments. They make me migrate to a subscription model charging about US$32 per month and then I was consistently faced with problems.

Even with having all Export documents in place and completed KYC with DHL and Aramex, I was unable to get my shipments dispatched through Shitprocket. It has been 5 months now on the $32 plan and have not yet been able to ship even one consignment internationally. Moving back to the free version for domestic shipping. I don't need to deal with this circus again for shipping internationally. There are other option to consider.

Shitrocket: You can shove it! your petty excuses and justifications are full of shit.
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Review Update: August 7, 2018

The overcharging issue by courier partners has been resolved and an assurance has been given that future instances like that will reduce drastically. I'm hopeful for that. I was suggested to use Delhivery as they have more lenience in terms of volumetric weight, however, there is still a lot of delays in terms of picking up and updating delivery statuses from Delhivery. So looks like I will be sticking my neck out and opting for a more timely courier service like FedEx or XpressBees and only hope that I don't face any more unnecessary overcharges. I have definitely been impressed by the followup action led by Sachin from Shiprocket and so have increased my rating from 1 to 3 stars. You can definitely expect a better rating once you tighten your reigns with the courier partners as that is where you are still falling short. They are the core of the shiprocket model and hence need to be operationally consistent.
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Skips Soft Sole Shoes posted on Jun 27

Great app. The app in itself is very straight-forward and easy to integrate and use.

On the downside, the customer service and response rate is outright awful.

The courier partners often end up charging double and sometimes triple based on what they claim is volumetric weight. Several emails, chats and calls to the Shiprocket customer support have fallen on deaf ears. What you can be sure to receive are standard scripted emails and messages. So if you plan on using shiprocket, take the average shipping rate and increase by 30% to arrive at a more realistic rate.

I so wish I could share the long screenshot of my package history to educate everyone how pathetic is the service of shiprocket.
I have been using shiprocket for my dispatches for 2 years now and have been facing small ignorable issues but then, there was one parcel that was dispatched and even after 20 days, the parcel could not be delivered. The shiprocket team is highly incapable of doing anything regarding your parcel. Either you work hard and call the courier company directly and plead them to deliver or else wish yourself all the best. After making 10 calls in 15 days to the shiprocket customer care, the customer care executive finally agreed to make me talk to Mr. Munir, the so called senior. I thought of him to be a responsible guy as he assured me the delivery in next 24-48 hours but now it has been 5 days to his commitment and yet nothing has happened. In the end, it is my customer who is going to blame me and the brand. I suggest all the companies working with or thinking to start with shiprocket to NOT WORK WITH THEM. These guys are good for nothing. I am now switching to a different courier provider and it is a lesson I have learnt. It is not a fake remark, to prove this I am sharing the package details, AWB no. of Fedex 281971954593. I shipped this parcel through shiprocket and it has been 25 days since the dispatch and no concrete response has been received from shiprocket.

we are done with ship rocket after 3 years. They are just getting worst day by day. Asking for simple help and they are taking days to solve it.

It's been more than a month, and no resolution has been given on many tickets.

Their customer service is really poor, and day by day it is getting poorer.
I m pretty sure after this review I will get a call and a fake promise will be given that I will be given help, and at the end of the day he or she will ask to change my rating.

I wish the review section had the option to attach screenshots. I've been using this for 2 years now without a choice because of the one and only useful feature which is order syncing with shopify. None of the support tickets for the last 2 years have been resolved. They have a really irritating automated reply which will be sent and that'll be the only mail you'll receive from thier support team. All and when i say ALL i mean 100% of the orders that weren't delivered will have a POD report saying customers refused to collect the order when the same customer will be calling up your office and yelling at you that they haven't received the package. Next horrible thing : WEIGHT DESCRIPENCIES. I fulfil a minimum of 50 orders per day. I possibly cant take a photo of all the package one by one on a weighing scale and a photo consisting of dimensions before shipping it out but shiprocket has the audacity to charge you extra for all the shipments and reject your claims that you have been overcharged. Infact if you have a photo of one shipment they'll give you refund occasionally for only that shipment even if another order has the exact same item. ie. Shipping charge shown on panel : Rs.75, Shipment charge after weight discrepency : Rs.150, Initial price for 50 shipments per day : Rs.3750, Final Price you pay : Rs.7500). In my opinion Not worth it at all. If any app developer is seeing this. If you can provide just a little more trustworthy product, Please let me know. Even if there's a slightest chance to stop using shiprocket, I WILL! Please don't download this app. I'm saving you 1000s of dollars and your mental health which in my opinion is simply invaluable to lose for a few bucks! Hope this helps. Thank you.

updated review..
we are working with SR from 3 years, but nowadays their tech support is very poor.
we are in update from 3 months for API service issue and team is not that much sound to clear the issue, even after clear information and screentshot they are not able to resolve very basic issues,

their API is also really very poor.
which even don't have webook for order updation event.
due to which you need to fetch all the records updated by 1 day

FOR BILLING
you need to take followup for declared LOST and credits or else you need to forgot that amount. even after taking number of followup you may get credit at 2-3 months.
support team, billing team, and tech team all team not taking time to read seller words and to act as per that.

it looks like other companies will take place instead of SR for us in short time
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OLD Review
Best in class services among all other , KEM - Mr.Gurjot Bhela , is always ready to help and try every single solutions that can be done to solve our issue, Also need to add some more features to the panel and Keep Supporting.
Upper management needs to be precise to solve the issue and revert on the appropriate feedback

Now:

I stopped using Shiprocket and used other logistics partners. I thought of using Shiprocket again. For the initial few days had a good experience. The moment you face an issue and call up their customer care, I am pretty sure that their Customer Care is the worst I have ever seen. They had never changed. They don't solve any of your issues. They don't even give assurance that it will be solved. Very Poor.
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Earlier:

Very Poor Support from Customer Service. I have opted for a Paid Plan but receiving very poor support from them.

Also, they have given list of Pin Codes as serviceable, but when I try to service, It says no Courier service available between these 2 pin codes. Because of this mis information, I am loosing my customers. 26000+ pin codes must be a lie. I have already got 3 out of 50 pin codes unserviceable even though those 3 are part of their serviceable pin code list from my pick up pin code.

I am already looking for other shipping partners.

Update: The worst service ever!! I had to call them thrice and the calls conveniently disconnect the moment they accept their mistake

Extremely slow customer care, you will have to spend an hour on chat to get a not very favourable resolution. The return shipment costs are a nightmare for a business.

Update: The service is still really bad. The support system is the worst I have experienced so far. You ask a question & the response would be 10 thousand miles away from the question. They are always 'regretting the delay' & still not responding. NIGHTMARE!!