Eshopbox provides reliable shipping services with warranty protection for shipments. This warranty policy exclusively applies to orders shipped through Eshopbox Shipping services. Our Shipping Warranty Policy ensures protection against various shipping contingencies, including loss, damage, and delivery delays.
In this article, we have outlined the key aspects of the Shipping Warranty Policy, including how it works, its exclusions, and how it can assist in addressing shipping-related issues.
The shipping warranty covers the following scenarios:
An on-time delivery attempt occurs when the courier makes their first attempt within the estimated delivery date (EDD). Eshopbox guarantees a 95% on-time delivery attempt rate. Orders that fall below this threshold are eligible for compensation.
Formula: The monthly on-time delivery attempt rate is calculated as:
(Number of orders attempted within EDD / Total number of orders shipped via Eshopbox) × 100
For example, as per the on-time delivery guarantee, if 1,000 orders are shipped in a month, at least 950 orders should be attempted on time. If only 940 orders were attempted within the EDD, 10 orders would be eligible for average freight value waiver under money-back assurance. Assuming an average freight charge of ₹70 for these delayed orders, the compensation would be ₹700 (10 × ₹70).
Eligibility criteria:
The order must be a forward shipment.
A minimum of 300 orders must be shipped in a month.
The freight charges must not have been already refunded for that order.
Exclusions:
Orders that are lost in transit.
Orders affected by incidents like riots, strikes, public holidays, festivals, or natural calamities.
Orders with incorrect addresses or those outside the delivery area (ODA).
Heavy shipments weighing 5kg or above.
Orders requiring special handling, including hazardous materials or items with specific shipping restrictions.
Reporting timeline: Eshopbox auto-identifies delayed orders where the on-time delivery guarantee is breached.
Compensation: Reimbursement of forward freight charges for delayed orders breaching the 95% on-time delivery guarantee.
If an order is marked as Return to Origin (RTO) without the courier making three genuine delivery attempts at the customer's address, it will be eligible for compensation under this policy. A delivery attempt is considered genuine only if the courier provides valid proof of the attempt.
Exclusions:
Orders with incorrect addresses or those outside the delivery area (ODA).
Orders on which the courier provided valid proof of delivery attempt.
Orders cancelled by customers through OTP/IVR verification.
Orders where customers requested open-box delivery.
Orders were marked as failed deliveries, and no action was taken from your end.
Orders affected by incidents like riots, strikes, public holidays, festivals, or natural calamities.
Reporting timeline:
Incidents must be reported within 48 hours of the fake delivery attempt.
The verification may take up to 15 days.
Compensation: Reimbursement of forward freight charges.
Any order damaged during transit is eligible for coverage under this policy, whether delivered to the customer or returned to the fulfilment location.
The case-wise exclusions, reporting timelines, and compensation terms are detailed below.
(a.) A damaged/ missing item was delivered to the customer.
Any order delivered to the customer with visible physical damage or item was missing from a damaged shipment will be eligible for compensation under this policy.
Exclusions:
The product is incorrectly configured in the Eshopbox workspace.
The order contains fragile, liquid, or dangerous items.
The order's outer packaging was intact at the time of delivery.
The product experienced normal weight or volume loss through natural processes (e.g., evaporation, drying).
The product shows normal wear and tear (e.g., broken seals and missing apparel buttons).
Liquid products like detergents or shampoos have minor leakage.
The packaging for the order was inadequate or inappropriate.
The customer has tampered with or misrepresented the product's condition.
Reporting timeline: Incidents must be reported within 24 hours of receiving the order. Learn here how to report a delivery dispute.
Compensation: Reimbursement up to INR 5,000 or the invoice value (whichever is lower). For shipments with invoice values above INR 5,000 that are not secured through Eshopbox Extended shipment value coverage, a Certificate Of Fact (COF) will be provided equivalent to the invoice value.
(b.) A damaged item was received in return shipment at the fulfilment location.
Any return delivered to your fulfilment location in a damaged condition will be eligible for compensation under this policy.
Exclusions:
Orders shipped with partial, incorrect, or damaged items from your fulfilment location.
Customer-initiated returns with no doorstep quality check. Learn here how to enable doorstep QC.
The items having minor defects, such as:
Missing price tags or accessories.
Broken product seals.
Different items received from the same brand.
Damaged or missing outer packaging.
Items that are dirty, wrinkled, or have manufacturing defects.
Reporting timeline: Incidents must be reported within 24 hours of return delivery by the courier. Learn here how to report a return delivery dispute.
Compensation: Reimbursement up to INR 5,000 or the invoice value (whichever is lower). For shipments with invoice values above INR 5,000 that are not secured through Eshopbox Extended shipment value coverage, a Certificate Of Fact (COF) will be provided equivalent to the invoice value.
An order can be lost in transit by the courier due to various reasons. Any such order updated as Lost in the Eshopbox workspace is eligible for coverage under this policy.
The case-wise exclusions, reporting timelines, and compensation terms are detailed below.
(a.) The shipment is untraceable by the courier.
Any shipment that the courier fails to locate is eligible for compensation under this policy.
Reporting timeline: Eshopbox auto-identifies such incidents.
Compensation: Reimbursement up to INR 5,000 or the invoice value (whichever is lower). For shipments with invoice values above INR 5,000 that are not secured through Eshopbox Extended shipment value coverage, a Certificate Of Fact (COF) will be provided equivalent to the invoice value.
(b.) The courier made no delivery attempt within 45 days of handover.
Any shipment on which no delivery attempts are made within 45 days of handover will be eligible for compensation under this policy.
Exclusions:
The delivery address is incorrect or outside the delivery area (ODA).
Reporting timeline: Eshopbox auto-identifies such incidents.
Compensation: Reimbursement up to INR 5,000 or the invoice value (whichever is lower). For shipments with invoice values above INR 5,000 that are not secured through Eshopbox Extended shipment value coverage, a Certificate Of Fact (COF) will be provided equivalent to the invoice value.
(c.) A failed delivery return that was not delivered to its origin within 45 days.
Any order marked as RTO but not delivered back to your fulfilment location within 45 days of a failed delivery attempt will be eligible for compensation under this policy.
Exclusions:
Return delivery address is incorrect or outside the delivery area (ODA).
Reporting timeline: Eshopbox auto-identifies such incidents.
Compensation: Reimbursement up to INR 5,000 or the invoice value (whichever is lower). For shipments with invoice values above INR 5,000 that are not secured through Eshopbox Extended shipment value coverage, a Certificate Of Fact (COF) will be provided equivalent to the invoice value.
(d.) The shipment has been picked up, but the status has not been updated in the Eshopbox workspace.
Any shipment handed over to the courier whose status has not been updated in the Eshopbox workspace will be eligible for compensation under this policy.
Reporting timeline:
Incidents must be reported within 48 hours of handover.
The verification may take up to 15 days from the date of reporting.
Compensation: Reimbursement up to INR 5,000 or the invoice value (whichever is lower). For shipments with invoice values above INR 5,000 that are not secured through Eshopbox Extended shipment value coverage, a Certificate Of Fact (COF) will be provided equivalent to the invoice value.
(e.) The shipment has been marked as delivered, but the customer has not received it.
Any shipment marked as delivered by the courier but not received by the customer or at your fulfilment location will be eligible for compensation under this policy.
Exclusions:
The shipment was delivered via OTP verification.
The courier has provided valid proof of delivery.
Reporting timeline:
Incidents must be reported within 48 hours from the delivery date.
The verification may take up to 15 days from the date of reporting.
Compensation: Reimbursement up to INR 5,000 or the invoice value (whichever is lower). For shipments with invoice values above INR 5,000 that are not secured through Eshopbox Extended shipment value coverage, a Certificate Of Fact (COF) will be provided equivalent to the invoice value.
Note: All claims must adhere to the timeframes and conditions outlined in this policy. Failure to report incidents within the given timeframe or provide required evidence will result in claim rejection.