Opening : 

Good Morning/Afternoon/Evening Welcome to shiprocket. My Name is _. How may I help you?


 System Check :-

1) Copy link from SPARK & paste it in new tab / Click on Internal ICRM (Ask for AWB no. in  shadowfax cases)

2) Click on View details  > Click on Weight discrepancy 

3) Check the following details (Applied weight, Charged weight, applied amount, charged amount & check courier remarks)


 Inform seller about :-

I would like to inform you that , in weight discrepancy you have 7 days to accept or raise dispute on weight discrepancy, after raising weight dispute, your weight dispute get resolve within 5 to 7 working days from date of weight dispute was raised. 

I would also like to inform you that if you do not take any action on weight discrepancy within 7 days from date of weight discrepancy then weight discrepancy will be auto accepted and  excess weight charges will be deducted from your wallet and you will not be able to take any action on it further.


Scenario 1- If weight discrepancy accepted by seller.

I would like to inform you that , if you accepted weight discrepancy then excess amount of freight will be deducted from your wallet.

Scenario 2- If  weight dispute raise by seller.

I would like to inform you that if you raise dispute against the shipment then you need to provide min 4 or max 5 mandatory images including scale measurement of length, breadth , height & Dead weight images on weighing scale within 7 days .

Path- Login your shiprocket panel  >  Go to left side of page & click on Weight Management>  Click on all shipments >  Search AWB /Use status filter option  >  Click on Accept/Raise dispute 


I would like to inform you that if weight dispute accepted by courier , then no charges will deducted from wallet.

 Scanerio 3- If you do not take any action on weight discrepancy-

I would like to inform you that if you do not take any action on weight discrepancy within 7 days from date of weight discrepancy then weight discrepancy will be auto accepted and excess weight charges will be deducted from wallet and you will not be able to take any action on it further.


Proactive Info-

 To avoid weight discrepancy issue in future request you to kindly upload shipment images in "Add Package Images" while creating shipment in seller panel.

How to avoid Weight disputes :-



 Seller panel > weight management >all shipment>click on weight freeze >select SKU or product id > request weight freeze>Add Product & Package Details > click on request weight freeze.

Weight Panel>>Weight Freeze>>Export Product>>CSV File>>mention the details (like inner content, L*B*H in CM and dead weight in Kgs.)>>Click on Import product file and upload the file. 


Click here for weight management FAQs:- Weight Management FAQs 

Further assistance :- 

Is there service related anything else I can help you with ?


Closing :-

Thank you for calling Shiprocket. Have a nice day


Nugget  Ticket FCR Scenario :-




Nugget  Ticket:- (If resolution TAT crossed) 

This should be Applicable for all the tiers 



Nugget Ticket:- (If seller unable to raise dispute)



Find the weight slabs for respective couriers:-