SDD/NDD SOPs

First mile

Pickup timings 

For SDD

Pickup Handover Cutoff:

1. City Outskirts - 09:00 AM
2. Within City - 12:00 PM

All handovers made within the defined cutoff should be picked up same day

For NDD

1. Pickup Cutoff - 09:00 PM (Intracity)
2. Pickup Cutoff - 03:00 PM (Intercity)

(Excluding Sundays & National/State Holidays)

Maximum Pickup Attempts

3 Attempts (Post 3 attempts, the order might get cancelled & the order needs to be rebooked/replaced to generate a new pickup request)

Pickup Escalation

If pickup is not done within 24 hours from Placed/Manifested date, seller needs to escalate with sample AWB & courier name over email ID - pickup@pickrr.com. Same will be resolved in next 24-48 hours

1. Fragile items must contain the sticker / image of a fragile item with an upside arrow or handle with care instructions.
2. Liquid Items will not be eligible for refund in case of damages.
3. Product Details should be mentioned on the Invoice & Packing Slip as per Government guidelines. Any fine / penalty / sales tax issue if observed, shipper will have to pay the penalty within 48 clock hours, failing which, it will be debited from shipper’s Account or shipment will be disposed of with no claim allowed on the same.
4. Shipper shall be ready with the packed order when the logistic partner’s field executive comes to receive the shipment as per cutoff alignment.
5. Contact number shared for pickup should be a valid 10 digit mobile number of the shipper's handover team / point of contact. In case the phone number is not contactable or is a wrong number, pickup failure will not be the responsibility of the Pickrr Team.
6. Pickup Address should be clearly mentioned along with the Landmark & correct pincode for aligning pickups.
7. If any shipments are handed over by shipper & it is not further connected / picked as per system or shipper has handed over interchanged / duplicate shipments, shipper will have to raise the issue within 48 hours along with the signed manifest copy. Signed manifest copy must contain the name & contact number of the logistic partner’s field executive, shipment quantity and signature. In case any shipments are handed over to the logistic partner’s field executive without any signed manifest copy, disputes arising because of this will not be entertained.
8. Shipper will ensure that the shipment to be handed over to the logistic partner’s field executive on behalf of Pickrr is in a tamper proof, damage proof packing of their brand along with clear visible details of shipment. Shippers should agree that they shall use good quality tapes, duly engraved with their trademark / name, etc. and not generic tapes for the packaging / sealing of the goods / shipments. In case generic (brown / plain) tapes are used in the packaging / sealing of the goods / shipments, Pickrr shall have no responsibility of any kind, in case of pilferage / damage / alteration / tapering / leakage etc. of the goods / shipments. In such a scenario, the entire responsibility shall be of the shipper.
9. Canceled shipment if handed over to the pickup field executive even by mistake, freight charges shall be charged as applicable.
10. Seller needs to share the Pickup Location Lat Long for easy identification of address

Last Mile

1. Undelivered Cases - Reattempt Instructions from Client's end
   To be shared within 24 hours from last Undelivered Date (Except for OTP Validation), If instructions not shared shipment will be marked as RTO

2. Undelivered reason	Requirement
   Customer Refusal (Except for OTP validation)	Reattempt Remarks with proof / validation in form of call recording / email / message / ticket of the consignee
   Open Delivery / No Such Consignee / Payment Dispute / Others	Reattempt Remarks with proof / validation in form of call recording / email / message / ticket of the consignee
   Address Issue	Correct address required along with landmark, alternate contact number & correct pincode
   Contact Number Issue	Correct alternate contact number
   Customer Refusal (OTP validation)	Such Shipments will be RTO'd w/o any delay and will be returned to the seller in 5 days of shipment being marked as RTO Initiated

3. Based on Clients' NDR remarks & escalations, Attempts / RTO will be made within 24-48 hours from the request date, except for force majeure / factors beyond control.
4. Maximum Attempts: 3 Attempts(Except for OTP verified cancellations)(Post 3 attempts, shipment will be marked as RTO)

Returns

In case of non-acceptance of the RTO shipment by the shipper or in case the shipper is not reachable for RTO shipment, Pickrr reserves the right to levy suitable demurrage / incidental charges for extended storage of such products for any period exceeding 5 (five) days from initiation of the returns and up to 7 (Seven) days from such date. In case of non-acceptance of the products beyond 7 (Seven) days, Pickrr has the right to dispose of such products and the user will forfeit all claims in this regard towards Pickrr. Also, user will be required to pay charges for disposing the product, along with all other charges (including demurrage / incidental charges)

Further in such a case, Pickrr shall inter-alia have the right to:

1. Retain the COD amounts of the defaulting user; and/or
2. Retain the custody of the shipments of the defaulting user which are in the possession of Pickrr’s logistics partner(s); and/or
3. Forfeit the security deposit amount of the defaulting user (if any) lying with Pickrr

Exception Management

Damage Cases

1. Shipper will escalate if any damage cases which either he has received in RTD or delivered to customer, within 4 Days from Delivered Date
2. Shipper should mention the tempered packaging remark or damage details on courier POD for RTD cases
3. In case of damaged boxes or shipments to end consignee, consignee should not accept the package and same should be intimated to the end customer
4. Shipper / Consignee will share the video or images at the time of opening the packet
5. Claims for any kind of damage / pilferage / tampering shall be entertained only if the outer packaging done by the shipper is damaged / altered / tampered. However, if the outer packaging done by the shipper is intact and not tampered with, in such a case, no claim(s) shall be entertained by Pickrr
6. No claims will be entertained for damaged liquid items
7. Post escalation, the courier will take 48-72 working hours to resolve the issue. Based on the finding, the courier will accept or reject the claims. For all accepted claims, a credit note will be issued to the shipper within 7 working days from the confirmation date
8. ‘Working hours’ in this clause shall mean days on which Pickrr is open for business, other than Saturday, Sunday and days declared by Pickrr as holidays

Empty Cases

1. Shipper will escalate if any damage cases which either he has received in RTD or delivered to customer, within 48 hours from Delivered Date
2. Shipper should mention the tempered packaging remark or damage details on courier POD for RTD cases
3. Shipper / Consignee will share the video or images at the time of opening the packet
4. If the outer packaging done by the shipper is intact and not tampered with, in such a case, no claim(s) shall be entertained by Pickrr
5. Post escalation, the courier will take 48-72 working hours to resolve the issue. Based on the finding, the courier will accept or reject the claims. For all accepted claims, a credit note will be issued to the shipper within 7 working days from the confirmation date
6. ‘Working Days’ in this clause shall mean days on which Pickrr is open for business, other than Saturday, Sunday and days declared by Pickrr as holidays

Wrongly Marked Delivered Cases

1. In case any wrong delivery is marked, the shipper will have to share the cases within 48 hours from Customer Delivery
2. Shippers will have to share call recording / email / chat, so that the same can be shared with the courier partner for investigation
3.  Post escalation, the courier partner will take 48-72 working hours to resolve the issue
4. In case the courier accepts the same, a credit note will be issued to you post confirmation within 7 day
5. ‘Working Days’ in this clause shall mean days on which Pickrr is open for business, other than Saturday, Sunday and days declared by Pickrr as holidays

POD

Pickrr shall not entertain any request for providing the POD of a shipment, after a period of 4 working days from the delivery / RTD of the shipment