Value Added Services (VAS)

Brand Boost

1. Objective

To standardize the process of introducing, explaining, activating, deactivating, and handling queries/escalations related to the Brand Boost feature for Shiprocket sellers.

2. Brand Boost Introduction

Inform the seller:

• Shiprocket has launched Brand Boost, a feature that provides a branded tracking experience

• Helps increase brand awareness among buyers via the Shiprocket platform

• Charges: ₹2.99 + 18% GST per shipment

3. Feature Explanation

• Brand Logo – Add your logo to the tracking page

• Menu Links – Display brand and contact details

• Social Media Links – Add social platform links for promotion

• Instagram Feed – Showcase brand images and posts

• YouTube Integration – Display product/brand videos

• Promotional Banners – Highlight offers and discounts

• Custom URL – Add product links for easy navigation

• Product Recommendations – Promote top-selling/similar products (Limit: 3 sections × 8 products each)

• Multiple Themes – Customize tracking page appearance

• Allow returns from tracking page

4. Benefits Communication

• 65% reduction in "Where is my order" queries

• 45% reduction in support cost

• 15% increase in repeat purchases

• 2X improvement in NPS (customer satisfaction)

5. Billing & Charges

Applicable on: Delivered + RTO Delivered shipments Charges deducted: When shipment is marked as Pickup Scheduled Billing: Monthly VAS (Value Added Service) invoice shared with seller

6. Important Note

Billing logic updated since June 2023. Charges apply to all shipments reaching terminal status.

In case of disputes (seller claims non-activation):

• Assign ticket to Tech Team

• Request validation of activation logs

• Attach invoice/sample if required

7. Activation/Deactivation Process

Login to Seller Panel >> Go to "Value Added Services" >> Brand Boost >> Activate/Deactivate

8. Invoice Communication

• Invoice will be shared like regular invoices

• It will be a monthly VAS invoice

9. Validation via ICRM Plugin

Search with company id >> Go to Financial >> Tech Product, here we can see who activated/deactivated the VAS and along with date.

10. FAQs Handling

Q1: Is this available for offline sellers?

• Primarily beneficial for online sellers

Q2: Can seller activate via mobile app?

• Not available on Shiprocket app

Q3: Instagram image selection option?

• No manual selection; auto-sync applies

11. Additional Guidelines

• Ensure correct and complete information is provided

• Avoid committing features that are under development

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ShipSure — RTO Refund Program

Automated RTO refund program — no claims or paperwork required.

How it works:

• On onboarding to ShipSure, a small premium fee is charged per shipment.

• For every RTO, a flat pre-decided refund is automatically credited to the wallet.

• All RTOs are eligible (except fraudulent and very high risk orders).

• Covers both COD and Prepaid orders.

• No cap on the refund amount.

Refund cycle: Monthly — all eligible RTOs within a month are settled together on the 7th of the following month.

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Notify

Shiprocket Notify allows sellers to send WhatsApp, sms and email communication to buyers for real-time order updates.

Seller Panel Path: Value Added Services (left menu) > Notify

WhatsApp Communication

A seamless tool designed to send real-time order tracking updates directly to buyers via WhatsApp. Shiprocket sends WhatsApp order updates to buyers at the following statuses: Packed, Picked, Shipped, Out for Delivery, Arriving Early, Delivery Delayed, and Delivered.

Benefits:

• Keeps buyers updated in a non-intrusive manner.

• Reduces post-purchase anxiety.

• Improves read rate to 94%.

• Reduces customer queries by 30%.

Themes: You can choose from 3 themes:

• Visual: Best suited for sending images with tracking updates

• Professional: Best suited for buyers ordering items for their business.

• Casual: Best suited for buyers ordering items for their personal use.

Charges: Deducted from wallet - a small amount per shipment.

Demo: Value Added Services > Notify > Try Demo > Enter phone number with active WhatsApp > Get Demo Message.

Activate/Deactivate: Value Added Services > Notify > Activate/Deactivate.

Email & SMS Notification

This allows sellers to send order updates via email and sms.

• SMS header for buyer notifications cannot be changed. Current notifications are sent for: Picked, Shipped, Out for Delivery, etc.

• If a buyer has DND enabled, they cannot be reached via the in-built customer connect module. Contact them through another medium.

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RTO Score

Enable RTO Score to improve your Delivery Success Rate and reduce RTO risk.

Trial period: Free for 30 days from activation.

• Charges will be automatically deducted from Wallet.

• Charges deducted for High and Low prediction for COD orders only.

Benefits:

• All new Risk AI: Enhanced RTO Prediction, trained on 1.8 billion data points.

• Next best actions: Get preventive actions & accurate insights to reduce RTO risk.

• All new Address quality score: Reduce shipping costs for bad quality addresses with an AI, trained on 2.9 billion data points.

• Boost customer engagement: A new customer support tool with RTO risks, insights, customer calling scripts and free calls.

• Revised hassle-free billing: Charges for only COD orders will be deducted from the wallet automatically.

Not visible to SR Engage sellers.

Demo: Seller Panel > Value Added Services (left menu) > RTO Score > See Video

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Delivery Boost

AI feature that auto-initiates delivery failure messages to buyers and requests reattempt confirmation.

• Free for sellers who joined after 22nd February 2023.

• Trial activates after 20 BPR (Buyer Positive Responses). Before 20 BPR, no communication is sent.

• After free trial ends, seller cannot avail free service again.

Check activation status: ICRM > NDR tab

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Shipment SR Secure

Sellers can secure shipments valued Above ₹2,500 to ₹4,76,190.

Provides protection/claim eligibility for high-value shipments.

Selective Secure (Manual Selection):

How to Opt:

1. While creating order → Select "Secure Shipment = Yes"

2. Freight cost increases accordingly

3. Shipment gets secured

Bulk Orders: Select multiple shipments → Click Ship → Choose Secured / Unsecured option → Applies to all selected shipments

Blanket Secure (Auto Secure):

How it Works:

• All eligible shipments (above ₹2,500–₹4,76,190) are auto-secured

• No toggle visible during order creation

Path: Seller Panel → Settings → Value Added Services → Auto-Secure Shipments

How to Identify Secured Shipment: Check ICRM Plugin — Field: "SR Secured" = "YES" — Located under Freight / Shipping Charges tab

Important Notes:

1. Not applicable for Return Shipments

2. Applicable only within defined value range

Claim TAT Breach — Assignment Rule:

• Above ₹2,500 – ₹5,000 → Assign to Tech Support Channel

• Above ₹5,000 → Assign to: Vipin Kumar, Channel: SR Secure, Claim Not Received

Advisor Tips:

• Always check if shipment is secured before raising claim

• Verify shipment value before assigning case

• Guide seller on Selective vs Blanket based on usage

Quick Summary:

• Selective = Manual choice

• Blanket = Auto-secure

• Check "SR Secured = YES"

• Follow value-based escalation matrix

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SOP — VAS Invoices

If seller asks why an invoice was generated for Delivery Boost, Brand Boost, Promise, RTO Score, Engage, etc.:

There might be a possibility that you had activated the trial period, and now that the trial period is over, you are being charged.

If this is not the case, raise a support ticket.

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How to Do on Seller Panel

Activate / Deactivate Brand Boost

• Activate/Deactivate: Login to Seller Panel >> Go to "Value Added Services" >> Brand Boost >> Activate/Deactivate

Enable Order Verification

Follow this path on seller panel: Settings > Additional Settings > Shipment Features > Order Verification > Toggle ON

• Verify single order: Orders > New tab > More (...) > Mark as Verified

• Verify bulk orders: Orders > Select all > Bulk Actions > Verify Orders

• Call buyer for verification: Orders > Select order > Call Buyer > Enter contact > Initiate Call to Buyer

Brand Boost (Tracking Page)

Use this path to activate Brand Boost:Buyer Experience > Tracking Page > Activate Now

Customize Tracking Page

Buyer Experience > Tracking Page — upload brand logo, add social media links, set themes, add promotional banners.

Allow Returns from Tracking Page

Buyer Experience > Brand Boost > scroll to bottom > Toggle ON "Allow Buyers to initiate return of products directly from the tracking page" > Save

Tracking Page Analytics (Dashboard)

Dashboard > Tracking Page tab:

• Unique Visitors — distinct individuals who visited the tracking page.

• Views — total number of times tracking page was loaded.

• Filter by date range (date picker top-left below header).