Weight Management FAQs

Shiprocket Weight Management Process

FAQ 1. What are the reasons for weight disputes?

·         Incorrect or loose packaging including Flyers.

·         Incorrect weight and dimensions updated in the system - Incorrect dead weight of          dimensions updated in panel this could be an intentional or unintentional error. 

FAQ 2. What are the benefits of weight freeze ?

·         There will be reduction in weight discrepancy.

·         Shorter billing cycle. Average billing timeline is 21 days but with weight freeze process it can come down to 4 days

·         Peace of mind for sellers. More time to focus on growth and other business activities.

FAQ 3. What are the types of weight freeze?

1.  SKU freezing – This is beneficial for sellers sending only single shipments

This is applicable for mapped SKU with minimum one shipped order

Path:- Panel> weight management >weight freeze>not requested >select SKU>select request weight freeze>mention product details, package details, upload images and submit request for weight freeze.

Seller can export product sample file>fill details and upload file as well for bulk upload form the panel

2.  Box level freezing- This is beneficial for multiple Shipments getting shipped in one box. Quantity

This is applicable for the shipment with volumetric weight > dead weight (includes the item inside the box,packaging fillers and box weight)

Path :- Panel> Setup & Manage >Packaging>select create new package and add package details, dimensions ,images and add SKU.

Seller can download the sample Bulk SKU upload format , add SKU details in the format and upload for bulk freeze.

3.  SR Suggested - SKU Level freezing - This is beneficial for SKU where only single quantity is getting shipped

Based on historical data we suggest seller to take action for weight freeze under Action required TAB under weight management TAB

Seller has to take action from panel>weight management> weight freeze>Action required TAB.

Incase of lack of any action from the Seller for SR suggested shipments, the weight freeze etc auto accepted by the weight team.

It takes 72 working hours to accept or reject the weight freeze request by the courier. And investigation TAT will remain as 5-7 working days.

FAQ 4.Which are the top weight freeze rejection reasons

·         Incorrect/missing post  packaging images

·         Dead weight not clear

·         Incorrect measurements

FAQ 5. What are the reasons for SKU unfreeze ?

·         If the product name or HSN code for a  frozen SKU is modified, the  freezing logic will become  ineffective.

Example – While SKU freezing request was approved with the product name entered as “Tablet” however at the time of order creation the seller mentioned the name as “ Tablet 2.0 “

·         If the seller changes the packaging and started using bigger size packaging then basis on courier MIS report, SKU-PID will be unfreeze.

·         If the product price of the frozen shipment is changed by >25% of the current price, the system will auto unfreeze SKU-PID

FAQ 6. How entering the incorrect weight & dimensions by Sellers can be reduced ?

·         Focus on SKU freezing to reduce discrepancy.

·         Use different SKU for different product.

·         Dead weight should be entered in Kg not in grams

·         Volumetric weight should be in cm not in inch

Random 1X1X1 dimension & Standard 0.5kg dead weight entered by sellers.

FAQ 7. What will be the communication flow ?                                             

·         The weight discrepancy gets uploaded on the panel every Thursday as day zero ( 0 )

·         Seller gets notified about the discrepancy via panel notification followed by the remaining day's visibility on panel.

·         Seller will also receive an email and SMS on day 1, alternate day, and on remaining days 3,2 and 1 to take action against the raised discrepancies. 

FAQ 8. What is weight dispute escalation and re-escalation process ?

·         Seller can escalate the dispute from panel within 48hrs of dispute rejection

·         Incase 1st escalation gets closed against seller then seller can re-escalate the dispute within 48hrs from the panel

·         On re-escalation rejection Seller can only get the dispute escalated via contacting to Customer support and raising the ticket.

·         Seller can also write to weights@shiprocket.com directly ( this is shared on SR social media platform )