Shiprocket: eCommerce Shipping

The support is the most pathetic. There is a lost shipment which has been 'Shiprocket Secured' and shipped on March end via Indiapost. The shipment was lost. After escalating the issues, they take 3 months of time postponing the response and close the ticket claiming the shipment has been delivered. Even after submitting the voice recoridng of the customer claiming that no one has contacted him, they just repeat the statement that it has been delivered without giving any proof. We understand that shipments can be lost occassioanlly. But what is the purpose of charging extra money in the name of 'Secure Shipment' if they just want to waste months of customer's time in following up and try to dodge with false claims.

worst customer service policy. no way to escalate weight discrepancies. i have uploaded the images for AWB: 7D9149137 when the courier mentioned it was 0.5kg excess weight on the weight discrepancy panel. i have uploaded the images of the package at the time of booking the shipment and they were the exact images i have provided you at the time of dispute. the weight image has the details of the weight as well as the package details in it.
how can you close the dispute if all the evidence was provided
i want my money back for the excess amount charged from me.
no way to reach the support from ship rocket as the tickets are autoclosed for non delivery of articles. lost a lot of items and customers due to this. cheaters
AWB:1904043857456
AWB: FH004650783IN
where are they? no response. very unprofessional

Very poor service. Staff is rude and they never have solutions for anything. So many lost package and no solutions after that too. No delivery on time, Most of the time I have received my COD Remittance after 15-20 days. My customers received different products than we have sent and they take no responsibility for that too. PATHETIC SERVICE.

PATHETIC and UNETHICAL!!!!! I wish I could give them a negative rating. They are CHEATERS, THIEVES, and survive on the hard-earned money of new businesses.

PLEASE DO READ ALL THE REVIEWS AND TAKE A CALL! The number of one-star ratings is ~ 130!!!!!

I am not using them for 4 months - I integrated my Shopify store with them 4 months ago, but started selling products only less than a month ago on my store and stopped selling 2 weeks ago, thanks to Shiprocket.

This review has 2 parts:

1st part is my initial review

2nd part is the list of SERIOUS CHALLENGES I faced with them. Please keep these in mind before going for them so that you do not suffer later - you lose precious money and time (days - weeks in my case), your valuable reputation, and your peace of mind. I suggest you spend 15 minutes right now to save yourself from lots of trouble later.

1st PART BEGINS:

I would encourage you to take into consideration all these factors before going for them - PLEASE READ THEIR REVIEWS AND ASK YOUR ACCOUNT MANAGER ALL THESE QUESTIONS, OTHERWISE YOU WILL BE IN SERIOUS TROUBLE.

I started my dropshipping business 3 weeks ago. Over this time, I have given Shiprocket a business of ~ 50 INR K - could be more than that. I have a small business, and I am working alone right now. I was getting more than 100 orders per day as well.

However, I have faced MULTIPLE SERIOUS CHALLENGES with the services of Shiprocket, and my new business is on the verge of shutting down. Bottom line ~ 70% RTOs. I was literally begging my account manager to help me before writing this review.

In my case, the account manager had no clue what he was telling me. He would tell me different things on different days.

We put in a lot of time (many days) to manually call the customers to confirm orders. We also sent WhatsApp confirmation messages to them. The same customers were later calling us to say that, if you cannot deliver, why do you take orders?

Rather than spending time on expanding my business, product research, marketing, and analysis, I am spending the whole day on non-deliveries and RTOs. I understand some of them were genuine RTOs. However, many, and I mean many of them, were initiated by the delivery partners. I pay on average ~ INR 170 to Shiprocket for shipping for every order, and I am working on wafer-thin margins.

This is what I have faced in many cases. I have the recordings also:
- The delivery partner is asking the customer to cancel the order, giving multiple reasons
- They tell the customer that the order will be fake
- They refuse to travel to the customer's home even if it is 2-3 km away,
- They do not call the customer even once, and many customers have told me that they had no clue when they were contacted - they tell me, just like they took my call, they would have taken any other call
- They call them from IVR, and in many cases, customers who are unable to call back on IVR are helpless
- They tell the customer that their home is out of the service area. My question: Why did you agree to deliver in the first place? and charge me for forward delivery, and now I have to pay for RTO as well.

They claim they make 3 attempts to a customer for delivery, but in many cases, they do not make even one. Also, the solution they have given me is to hire a person to call customers for deliveries.

This is a loss of revenue for me - many customers have cancelled because of these delivery partners; there is a loss of reputation - delivery partners telling the customers that the orders would be fake; I have to pay for forward delivery charges and RTO charges as well. I can't afford this much wastage of my money and time, which could otherwise have been used in more productive activities

Last week's example - I must have spent ~8-9 hours per day on such issues, and then was awake the entire night to place the orders in the system, because I can call my customers in the daytime only.

The entire day, I call the RTO customers. I cannot take more orders because of these challenges; the previous orders are not fulfilled, I do not get my revenue, and I can't pay my suppliers, who want advance payment. I have proof (recordings) that many of them are because of the problems I mentioned above. Also, I do not get time at all to analyse the performance of my business!

Customer support is useless and gives set answers even after I share the recordings. They say that they will refund the forward delivery and RTO charges when deliveries are improper. I spend my entire day calling customers to get recordings as proof. But no success.

My average order number was 100 per day, and I was selling only one product. What would happen if I sold more than 1 product, and the orders increased to more than 1000 per day? Should I keep on hiring people to call the customers? Does ShipRocket have no accountability?

I have many orders in transit, but I do not know how they will be fulfilled. And I have orders with me that I am scared to place with them now. Rather than wasting money on undelivered orders and fake RTOs, I would rather cancel the customer orders. SERIOUSLY DO NOT KNOW WHAT TO DO.

2nd PART BEGINS:

FAKE RTOs - My number of delivered orders is 90, and RTOs are more than 170 in number, ALMOST 70% of my orders. This is a joke. Do they want me to assume that 70% of my customers returned the product? I called many customers myself and have proof that MANY were fake RTOs. Customers are calling from their side and enquiring about the product. I had no answer. I have recordings. I am not saying all are fake, but many of them are. Why should there be even 1 fake RTO when I am paying you for forward delivery in advance without asking any questions?

Again, we manually called customers for days to confirm orders. We also sent WhatsApp confirmation messages to them. The same customers were later calling us to say that if you cannot deliver, why do you take orders?

Let's assume out of 170, only 85 (50%) were fake RTO - I am confident that it will be more. Product price = 699/- Revenue loss = 699 X 85 = Rs. 59,415 for a business that has begun operations a couple of weeks ago. I stopped my business ~ 2 weeks ago because of a lack of funds - you have to pay your suppliers in advance and run ads. I went for early COD with Shiprocket, and because I was working on wafer-thin margins, I thought of cancelling it as it costs me ~1% of my sales, but I am glad I went for it. Otherwise, I might still be waiting for the money from those 90 deliveries - by the way, it's stuck on 89/90 for I do not know how many days.

One time, after all these challenges, they stopped my COD remittance payment also- because my wallet went into negative because of RTOs, and they told me to first recharge, and then they will release it.

Also, now to sell these fake RTO units, I have to again pay the forward delivery charges (assuming none of them are RTO) and run Meta ads.

They claim they make 3 attempts for every delivery. The reality is that sometimes they will not even make one, and even if they make one and the customer is not available, the delivery person will ask them to cancel. The delivery person will take the customer's cancellation OTP and cancel the order. Later, you have to waste your time with customer support, giving them phone recordings, and they will reply with standard answers that the OTP was provided by the customer. Then you tell them that please listen to the recordings and that the delivery partner asked the customer to provide the cancellation OTP. You will be caught in a whirlpool of emails going to and fro, Excel sheets, maintaining a record of tickets - some tickets will be closed without your consent, some will be partially closed. You cannot raise a reattempt request for RTO even if it is fake, and you have the recording. Then you raise a ticket and make a record of it, and you get some reply after 2 days, so match it with the many spreadsheets that you have maintained day-wise. In my case, I have many Excel sheets for every day. E-commerce is a business where one tries to reach the masses, do upselling, do retargeting, and try to convert customers, but here they have made it a B2B kind of affair, where you have long sales cycles and you end up making multiple calls to multiple stakeholders for your deliveries.

And there have been cases where customers were not contacted even once (manual or IVR), and it went to RTO. I have recordings, and it is clear that customers are not lying. It appears as if they do not even have the intention to make deliveries.

Delivery partners will refuse to go to the customer's location and ask them to travel to their office or some other location; otherwise cancel. Please put yourself in the customer's shoes and tell me what you would do in such a situation. And then the customer support will tell that they got the OTP from the end customer.

Delivery partners will not call them from their mobile phones, and the IVR call will go. If the customers are not able to pick up, they can't call back - attempt counted.

And, if delivery partners can't go to the customer address, why did Shiprocket take the delivery in the first place - to earn freight charges, forward delivery, + RTO - for free?

The company has one more way of looting businesses - weight discrepancies. They charge you for very small products at a price equivalent to 1 kg. We had ~100 weight discrepancies for our very small products. Also, they have stopped our hard-earned remittance.
The account managers are unprofessional and do not respond.
[...]

Worst Customer service ever. Not supportive to sellers and close the tickets as per their convenience without resolution. Weight charges are the biggest problem with them and delay in COD remittance

Shiprocket checkout is just like a scam, They will force you to recharge wallet with huge amount just after deduction of huge amount wrongly. Never ever use shiprocket service. I said never

After a year of use, I can say that Shiprocket is not appropriate for small businesses like mine. Every time I place an order for pickup, the courier partners always display weight inconsistencies/descrepencies and charge more than the actual delivery fee. It is very frustrating to call every time to their executive and ask for help. Even though I upload all the images of the shipment with length, width, and height measurements, they still show weight discrepancies either with dead weight or volumetric weight. Its very annoying and frustrating. I am completely dissatisfied with the service they are providing.

i would not give even 1 star if i could. Worst platform. I am receiving weight discrepancies for all the shipments since November. I have been shipping the same products in the same package since September and now suddenly there is a weight issue. They have mentioned wrong dimensions and weight and charged me for this. They have even disregarded all the raised disputes. Only a few of them were accepted, for which i have not received any refund yet. I am switching the platform now. The customer care is also not helpful at all.

Subject: Urgent Support Required – Service Disruptions

We are facing a series of issues with Shiprocket services:

Overcharging & Billing Discrepancies: We’ve been charged multiple times without proper justification. Charges are being applied through both Shiprocket , and amounts are being deducted from our Shiprocket wallet without clarity. Despite not using Shiprocket Promise, we’re still being charged for it.

Lack of Support Response: We've reached out to the support team several times but have received no response. It has been 3 days, and there’s still no update from your side.

WhatsApp Integration Issues: Although our WhatsApp API is connected, it hangs after submission and fails to work. As a result, customers are unable to reach us, affecting our service experience.

Engage Login Failure: We are unable to log in to Shiprocket Engage. The platform is not accessible, causing further operational difficulties.

In our last call, we were informed that the tech team is too busy to address urgent issues, which is extremely disappointing.

We request immediate attention to these matters. Our business operations are being severely impacted.

Customer care only knows to give time 24-28hours they will not do anything. i lost my sales + customers and got bad reviews on my site. Even if you will fill NDR (with recording) even if you will do conference call with shiprocket and customer. they are helpless only can give 24-28hours time if courier boy wants he will if not he will return.
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according to reply i also try to contact them again they again not doing anything. they are not giving refund of my 2 month old parcels. which is not delivered to me
AWB are R121811627KR and R121800688KR