# Shiprocket SOP Docs

> Index of the Shiprocket SOP Docs documentation.

## SOP Documentation

- [Welcome to SR SOP Site](https://shiprocket.documentationai.com/sop/intro.md)
- [Call Scripts](https://shiprocket.documentationai.com/sop/call-scripts.md): Standard scripts for inbound, outbound, Click-to-Call (C2C), hold, CSAT, Google Review, and IVR rating — in English and Hindi
- [Escalations and Transfers](https://shiprocket.documentationai.com/sop/escalations-transfers.md): L1 to L2 transfer protocol, KAM callback, refund SOP, OSLA handling, FCR/NFCR tagging guide, and ticket notes format
- [Buyer Handling](https://shiprocket.documentationai.com/sop/buyer-handling.md): Inbound buyer calls, Buyer Desk SOP, SR Assured verified seller buyer dispute flow, and first response templates
- [Sales Inquiry Qualification Process](https://shiprocket.documentationai.com/sales-inquiry-qualification.md): Standard operating procedure for qualifying inbound sales inquiries via Nugget tickets.
- [Order Creation](https://shiprocket.documentationai.com/sop/order-creation.md): How to create orders manually or in bulk on the Shiprocket panel, resolve panel issues, and understand order features
- [Order Cancellation](https://shiprocket.documentationai.com/sop/order-cancellation.md): Steps to cancel orders or shipments from the seller panel or ICRM, applicable statuses, and refund timelines
- [Courier and Shipping Features](https://shiprocket.documentationai.com/sop/courier-shipping.md): OTP delivery, Amazon Shipping, Multi-Packet Shipment, Split Shipment, Hyperlocal, India Post, Drone Delivery, RADAR, E-Way Bill, and logistics transporter IDs
- [Pickup](https://shiprocket.documentationai.com/sop/pickup.md): Pickup timings, address management, failure reasons, verification process, delays, cancellation, disputes, pickup IDs, escalation, and Pickups by Shiprocket
- [Return Orders](https://shiprocket.documentationai.com/sop/return-orders.md): Creating return orders, reverse pickup cut-offs, quality check, exchange orders, refunds, and return delay handling
- [Label Customization](https://shiprocket.documentationai.com/sop/label-customization.md): Self-serve label customization, configurable fields, formatting controls, character limits, and important courier exceptions
- [Weight Discrepancy](https://shiprocket.documentationai.com/sop/weight-discrepancy.md): Understanding weight terminology, how discrepancies are raised, how to dispute or accept them, and auto-accept rules
- [Delivery — In TAT and Out of TAT](https://shiprocket.documentationai.com/sop/delivery-in-out-tat.md): How to handle delivery queries within or beyond the estimated delivery date, tracking mismatches, and untraceable shipments
- [Delivery Dispute](https://shiprocket.documentationai.com/sop/delivery-dispute.md): Complete SOP for handling delivery disputes including DNU, PRD, and DNR across Forward, RTO, and Reverse journeys.
- [NDR and Delivery Boost](https://shiprocket.documentationai.com/sop/ndr-delivery-boost.md): Full NDR panel guide, Delivery Boost, reattempt actions, escalation, fake attempts, and buyer communication
- [RTO and NDR](https://shiprocket.documentationai.com/sop/rto-ndr.md): Procedures for NDR reattempt, RTO initiation, RTO-NDR, BPR, NDR verification, and related escalations
- [In-Transit Damage and Shipment Misroute](https://shiprocket.documentationai.com/sop/in-transit-damage-misroute.md): Handling shipments damaged in transit or misrouted to the wrong location, and resolution steps for each
- [Account and KYC](https://shiprocket.documentationai.com/sop/account-kyc.md): KYC types and verification, account blocked and disabled scenarios, bank verification, email and company name changes, Bluedart activation, user management
- [Panel Settings](https://shiprocket.documentationai.com/sop/settings-panel.md): User role management, 2FA, courier selection, shipment features, return settings, buyer communication, and label/invoice customization
- [Panel Setup and Manage](https://shiprocket.documentationai.com/sop/panel-setup-manage.md): Catalogue management, packaging master, tools (rate calculator, reports, bulk actions), dashboard, and navigation bar guide
- [Wallet and Recharge](https://shiprocket.documentationai.com/sop/wallet-recharge.md): Wallet recharge queries, recharge errors, auto wallet transfer, convenience fee, and balance transfer to bank
- [COD Remittance](https://shiprocket.documentationai.com/sop/cod-remittance.md): COD remittance plans, early COD, instant COD, partial COD, COD to prepaid, and COD handling fee
- [Finance, Tax, and Invoicing](https://shiprocket.documentationai.com/sop/finance-tax-invoicing.md): GST queries, TDS claims, ledger requests, weight discrepancy, insurance claims, festive surcharge, and convenience fee
- [Plans and Billing](https://shiprocket.documentationai.com/sop/plans-billing.md): SAAS plan upgrade and downgrade, postpaid service, label settings, packaging, and milestone program
- [Credit Line and Business Loan](https://shiprocket.documentationai.com/sop/credit-line-business-loan.md): Shiprocket Instant Cash Credit Facility, Business Loan via Flexi, CRIF credit score, and ShipSure RTO protection
- [Financial Products](https://shiprocket.documentationai.com/Removed Content/financial-products.md): Shiprocket Credit Line, Business Loan, Instant COD, and credit score information for sellers
- [Value Added Services (VAS)](https://shiprocket.documentationai.com/sop/vas-services.md): Brand Boost, SR Engage, SR Convert, RTO Score, SR Promise, Delivery Boost, SR Amplify, Audience Pro, RevProtect, Buyer Protect, SR Secure, and Shiprocket Checkout
- [Shiprocket Trends and App Store](https://shiprocket.documentationai.com/sop/shiprocket-trends-appstore.md): Shiprocket Trends market intelligence tool, Shiprocket App Store overview, and available apps
- [Tech and Integrations](https://shiprocket.documentationai.com/sop/tech-integrations.md): API integration, channel integrations, Shopify sync, ZOP, SR Support portal, and common tech FAQs
- [Shiprocket Engage 360 — FAQs](https://shiprocket.documentationai.com/sr-engage.md)
- [Shiprocket Cargo](https://shiprocket.documentationai.com/sop/shiprocket-cargo.md): B2B cargo shipping for heavy and bulk shipments, appointment-based delivery, AI courier recommendations, and platform guide
- [Shiprocket Checkout (Fastrr)](https://shiprocket.documentationai.com/sop/shiprocket-checkout.md): One-page checkout solution with address pre-fill, RTO reduction, payment orchestration, discounts, and analytics
- [Shiprocket Trends](https://shiprocket.documentationai.com/shiprocket-trends.md)
- [Warehousing and Fulfillment](https://shiprocket.documentationai.com/sop/warehousing-fulfillment.md): Shiprocket Fulfillment centers, available cities, GST requirements, seller callback, and inventory management
- [International Shipping (SRX)](https://shiprocket.documentationai.com/sop/international-shipping.md): Shiprocket International activation, KYC documents, delivery options, escalation handling, and new seller onboarding
- [ZOP — D2C Marketplace](https://shiprocket.documentationai.com/sop/zop.md): ZOP.in onboarding, commission structure, catalogue management, order flow, and remittance for D2C brands
- [Shiprocket Sense](https://shiprocket.documentationai.com/sop/shiprocket-sense.md): AI-powered API suite for RTO risk prediction, pincode serviceability, address quality, order risk, and product categorization
- [E-mail/Phone Number Update](https://shiprocket.documentationai.com/email/phone-number-update-process.md)
- [Minimum Wallet Recharge ](https://shiprocket.documentationai.com/minimum-wallet-recharge.md)
- [Forced Cancellation Button](https://shiprocket.documentationai.com/forced-cancellation.md): If the shipment is in the status "cancellation requested", champ can click on "force cancel pickup" as shown in the attached screenshot, after confirming with the buyer. Clicking on the button will immediately cancel the shipment and the seller will not have to wait for 24 hours days for cancellation requested status to change Freight charges will be refunded immediately in the wallet.
- [Buyer Protect - T&C](https://shiprocket.documentationai.com/buyer-protect.md): Buyer Protect terms and conditions — coverage for lost or damaged orders, exclusions, claim timelines, evidence requirements, and refund limits.
- [Cash on Demand - Remittance Cycle](https://shiprocket.documentationai.com/cash-on-demand.md)
- [Amazon Courier Activation](https://shiprocket.documentationai.com/amazon-courier-activation.md): Learn how to help sellers activate Amazon Courier, including KYC and Business Seller registration requirements, troubleshooting steps, and when to escalate to the Tech Team.
- [Team-wise Escalation Matrix](https://shiprocket.documentationai.com/sop/team-wise-poc.md): Level 1 and Level 2 escalation directory across Tech Support, Privacy Support, and Product teams — each function's coverage (KRAs) shown alongside its point of contact, phone, email, and group email ID.