Account and KYC

KYC Process

At Shiprocket, KYC is now faster and simpler with an OTP-led flow. We no longer ask you to choose a KYC type upfront or upload selfies unless required.

We start with just one question:

Is your business GST registered?

If your business is GST registered:

• Enter your GSTIN

• Verify via OTP

• KYC is completed instantly. No document upload required.

If your business is NOT GST registered:

You'll be guided based on your business type:

Individual Seller

• Complete KYC using Aadhaar OTP verification

• KYC is completed instantly

Small Business

• Complete KYC using Udyam Aadhaar OTP verification

• KYC is completed instantly

Manual KYC (Optional / Fallback)

Manual KYC is available if:

• OTP verification fails, or

• You prefer uploading documents instead

You can upload any one valid government ID:

• Aadhaar Card

• PAN Card

• Voter ID

KYC TAT

If wrong OTP is entered 3 times during auto verification, auto verification will no longer be available. If manual KYC is rejected, seller can re-upload within 2–3 working days from rejection date.

Bank Verification — Penny Drop

• Used when updating bank account for the first time.

• A ₹1 transaction is credited to verify the account.

• Maximum 3 attempts via Penny Drop.

• Available on both web and mobile app.

• Seller can update bank details via Settings > Seller Remittance > Bank Details.

• KYC name and bank account beneficiary name should be the same.

• If there is a mismatch, seller must update KYC first or provide a bank account with a matching beneficiary name.

Path: Settings > Company > Accounting and Bank Details

Common Reasons for Penny Drop Failure

• Account number and re-enter fields do not match.

• Incorrect account type selected.

• Incorrect IFSC code.

• Account number or IFSC does not match the cancelled cheque.

Manual Bank Verification (After 3 Failed Penny Drop Attempts)

Submit bank details manually: upload cancelled cheque or passbook with bank stamp and photograph.

Path: Settings > Company > Accounting and Bank Details > Upload cancelled cheque

TAT: 48 business hours for manual verification.

If not verified within 48 hours → fill Bank and KYC Tracker. TAT after tracker: 24 hours.

If still unverified → assign to Compliance Query. TAT: 1–2 working days.

User Management

• Seller can create up to 14 additional users (excluding main user).

• Not available on Lite plan.

Add user: Settings > User Role Management > Manage User > Add New User > Fill details > Select modules > Add User

Change tool access: Settings > User Role Management > Manage User > Select user > Toggle to deactivate, or Edit > Select module > Update

Account Blocked Reasons

Bluedart Activation — Documents Required

• Company Name

• PAN Number

• Contact Person's Number

• Pickup Address with PIN Code

• Billing Address

• Company URL / Website

• Product Category

Check KYC status first. KYC must be approved before Bluedart activation can start.

After KYC approval, Bluedart activation takes 6–7 business days.

Panel path: Settings > Courier & Shipping > Courier Selection

If KYC is approved and Bluedart is still not activated after 7 days — assign to Customer Support tech desk channel.

For compliance-related queries such as documents or verification — assign to Compliance Queries channel.

"I can see your KYC is approved. BlueDart activation takes 6-7 business days after KYC approval. Please wait for the activation to be completed automatically."

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SOP — KYC

Nugget Ticket (FCR)

Nugget Ticket (NFCR — Unable to Upload)

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SOP — Account Blocked

Scenario 1 — Reason is visible in ICRM

Check reason: ICRM > Seller Info > View Details > Company Details > Account Blocked Reason (top left corner)

Inform seller about the reason and assign ticket accordingly.

TAT: 1–2 working days.

Scenario 2 — Reason is not visible in ICRM

Ask seller to share a screenshot of the error on email and create a ticket in your own bucket to check the image.

• Error says "Account Blocked" or "Account Blocked due to Suspicious / Fraud Activity" → assign to Compliance Queries — Ravi Jangra.

• Error shows any other message → assign to Customer Support Tech Desk. TAT: 24 working hours for callback.

Nugget Ticket

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SOP — Account Disabled

Request a screenshot from the seller that clearly shows the disabled or blocked message.

Raise an NFCR ticket to FOPS channel and keep the case in follow-up until the screenshot is received and shared.

Resolution timeline: 24–48 hours.

Nugget Ticket

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SOP — Bank Unfreeze (Change Bank Details)

If the seller provides the reason for unfreeze and the name matches in both KYC and bank details, assign the case to Compliance Queries channel.

TAT: 1–2 working days.

Advise the seller to wait for unfreeze confirmation first, then update bank details from panel.

Nugget Ticket

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SOP — Email ID Change

Seller can change the email ID if the new email is not already registered with another account.

Path: Login > Profile > Edit Details > Update Email/Phone > Validate with OTP

If an error occurs during the update, create a ticket to Customer Support tech desk.

"You can update your email by going to Login > Profile > Edit Details > Update Email/Phone. You will need to validate the new email with an OTP. Please ensure the new email is not already registered with another Shiprocket account."

Nugget Ticket (NFCR)

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SOP — Change Company Name

Company name changes are generally not allowed as the company name is linked to KYC compliance.

L1 action: Deny the request with a soft denial and create an FCR ticket in Customer Support Call Center channel.

If seller still disagrees (exception):

1. Request the seller to provide:

   • Reason for the name change

   • Updated company name

   • GST document (all 3 pages)

2. Create an ACR ticket requesting these GST details.

3. Assign to Compliance Queries — Ravi Jangra.

4. Once details are received — change ticket status to Open in Compliance Queries channel.

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How to Do on Seller Panel

Check KYC Status

1. Go to Settings > KYC.

2. View whether KYC is approved and active.

3. If pending, raise a support ticket.

Add/Update Bank Account

1. Go to Settings > Company > Accounting and Bank Details.

2. Enter account number, account type, IFSC code.

3. A Re. 1 Penny Drop will verify the account.

4. If Penny Drop fails 3 times, upload cancelled cheque/passbook manually.

Add Users

Settings > User Role Management > Manage User > Add New User > Fill details > Select modules > Add User

Enable Two-Factor Authentication (2FA)

Settings > Password & Login Security > Two-Factor Authentication (2FA) > Toggle ON/OFF

Activate Bluedart

Settings > Courier > Courier Selection > Deactivated > Click Activate next to Bluedart

Bluedart KYC must be completed first. Activation takes 6–7 business days after KYC approval.

Find Your Company ID / Seller ID

Settings > Company Setup > Company Details — Company ID is listed here.

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Mobile App — How to Do

Check KYC Status (Mobile)

1. Three-dots menu at bottom > Settings.

2. Look for KYC section to check status and upload documents.

Change Primary Pickup Address (Mobile)

1. Three-dots menu at bottom > Settings > Pickup Address.

2. Find the address you want to set as primary.

3. Swipe left > tap Set Primary.

Or:

• Tap + to add a new address.

• Check Set this address as Primary.

• Tap Verify Address.