In-Transit Damage and Shipment Misroute
Handling shipments damaged in transit or misrouted to the wrong location, and resolution steps for each
Product Info
In-Transit Damage
A shipment may be scanned as "In-Transit Damage" when it is damaged during the courier's transit. Sellers must share pre-shipment (preship) images with a visible shipping label for investigation.
Shipment Misroute
Misroute occurs when a shipment is sent to the wrong delivery location by the courier. A revised EDD is usually provided. If it is faster to reship than wait — seller can create a new order and request RTO on the misrouted shipment. Freight refund applies for both shipments.
SOP — In-Transit Damage
System Check
- Copy link from SPARK and paste in a new tab / Click on Internal ICRM.
- View Details > Shipment section.
- Check shipment status.
Scenario 1 — Seller has NOT shared preship images
Sir / Ma'am, as I checked here, your shipment status is showing in-transit damage. I would like to request you to please share preship images with the shipping label. Our team will provide you a resolution within 24–48 hours. I am sharing an email on your registered email ID — kindly share the proof.
Scenario 2 — Seller HAS already shared preship images
Sir / Ma'am, as I checked here, your shipment status is showing in-transit damage and preship images have already been shared by you. I request you to please wait 24–48 hours for resolution.
Note: If seller is unable to share images from their end, or asks about the image for damage — raise an Open ticket.
SOP — Shipment Misroute
If the shipment is misrouted and the same is mentioned on the tracking or the status of the shipment, create an NFCR ticket to the LOPS team for the misroute reason and freight refund eligibility (if seller asks).
Process
- Confirm with seller that shipment is misrouted (wrong hub/location visible on tracking).
- Create NFCR ticket.
- Assign to LOPS team.
Issue Category
- Issue Category: Shipment Delivery Delay
- Sub Category: Delivery Delay - Miscellaneous
Timeline
1–2 working days for an update from the team.
Nugget Ticket (NFCR)
| Field | Value |
|---|---|
| Issue Category | Shipment Delivery Delay |
| Sub Category | Delivery Delay - Miscellaneous |
| Channel | LOPS Shipment Delivery |
| Status | Open |
| FCR | NFCR |
| TAT | 1–2 working days |
Script
"I can see your shipment has been misrouted. Let me raise this with our logistics team for investigation and freight refund eligibility. You will receive an update within 1-2 working days."
How to Do on Seller Panel
Check In-Transit Damaged Orders
- Go to Orders > In-Transit tab.
- Click Select Status dropdown.
- Select Damaged.
- View all damaged shipments.
Raise a Dispute for Damaged Shipment
- Go to Orders from the left menu.
- Search for the AWB.
- Click More (...) > Create Ticket.
- Select Wrong/Damaged/Partial/Empty Package Delivered.
- Upload preship images (with shipping label visible) and any other proof.
- Click Submit.
Disputes must be raised within 72 hours of delivery for delivered shipments. For in-transit damage, contact support as soon as the status is visible.
Track a Misrouted Shipment
- Go to Orders from the left menu.
- Search by AWB number.
- Check the tracking remarks for the updated location and EDD.
Request Freight Refund (Misroute)
Freight refund for misrouted shipments is processed via the internal Misrouted Shipment Tracker — fill it and the BPOC team processes the refund the same day.
Mobile App — How to Do
Check Damaged Orders (Mobile)
- From the bottom navigation, tap Orders.
- Go to In-Transit tab.
- Use the Select Status filter > select Damaged.
Report In-Transit Damage (Mobile)
- Find the damaged order.
- Tap Create Ticket or More options.
- Select the appropriate dispute type.
- Upload images (preship images with AWB label visible).
- Submit the ticket.