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1. Bad recipient address – When the address is wrong, incomplete or unclear
2. Recipient not available – When the delivery team member reaches the delivery location and tries to contact the recipient, but the recipient is not available and not responding to the delivery team member calls
3. Recipient mobile switched off – When the delivery team member reaches the delivery location and try to contact the recipient, but the recipient is not available and his mobile is switched off.
4. Recipient number is wrong or incomplete – When the delivery team member reaches the delivery location and try to contact the recipient, but the recipient is not available and the mobile no is wrong or incomplete.
5. Recipient address change requested – When the delivery team member reaches the delivery location and contacts the recipient, the recipient request for the delivery to a different location
6. COD not ready – If the recipient is unable to provide the required COD amount to accept the shipment
7. Delivery rejected – When the delivery team member reaches the delivery location and recipient confirms to cancel it. Delivery rejected options:
8. Recipient mobile no response – When the delivery team member reaches the delivery location and tries to contact the recipient, but the recipient is not available and not responding to the calls.
9. Future delivery requested – When the delivery team member reaches the delivery location and contacts the recipient and the recipient request for delivery on a future date.
10. Unable to access recipient premises – When the delivery team member reaches the delivery location and unable access the exact unit/office/house/room and the recipient is not responding to calls.
11. ID or document required is missing – When order requires ID verification and the recipient is unable to provide any form of ID for verification.
12. Bad weather during delivery – When during the delivery the weather is unbearable (extreme rain, sandstorm and etc.) to complete the delivery
13. Recipient Name is missing – When the delivery team member reaches the delivery location and unable to verify the name of the recipient.
14. Collection arranged or requested – When the shipment is dispatched with the delivery team member and the recipient contacts the company and requests for self-collection.
15. Wrong shipment – When the recipient confirms that the shipment description does not match the recipient order.
16. Incomplete parcel – When the recipient confirms that the shipment has items missing and is not complete order.
17. No time for delivery – When the delivery team member has run out of time and cannot complete the delivery of the shipment dispatched with him
Step 1 – From the main menu in the admin backend select the drivers page
Step 2 – Select the add button on the Top right corner of the screen
Step 3 – Fill in all the details press submit to create the driver account
Note – The driver account CANNOT be created directly from the Shipox driver app
1. Select the driver tracking option from the main menu in the backend
2. Track the delivery team current status from this page
3. To look up the previous location of a specific driver, select the driver and click on the clock icon
4. Now select the date and time of the log you are looking for the driver. Scroll through the time bar to select a time.
Step 1 – To add a new vehicle select the Vehicles page from the main menu in admin backend
Step 2 – Select the add button on the top right corner of the screen
Step 3 – Once the details are entered and verified press submit button to create a Vehicle
Step 1 – To add a new warehouse select the main menu in the admin backend and click on warehouse
Step 2 – Select the add button on the top right corner of the screen
Step 3 – Enter the details and once verified press save button to create the warehouse
1. To update the settings and profile of your customers, click on the customers from the menu on the left side
2. Click on any of your users to make your changes
3. Details – Update the profile of your customer
4. Finance Settings – Update the finance settings of the customers
5. Contract Owner – Assign the contract owner for this custome
6. Sales Person – Assign the sales person for this customer
7. Company – Update the company details & check the box below
8. Contract – Upload the contract agreed with the customer for future reference
9. Delivery charge payment options – Update the charge options you want to provide the customer
10. Credit Limit – Set the credit limit for the customer
11. Option to settle the due service charge – Invoice end of the month or deduct from the COD
12. COD Fee – If you want to charge a COD handling fee for the customer
13. Auto Dispatch setting- If you want to enable the option of auto dispatch based on the package
14. Extra kg rate – If you want to charge customer for additional kg
15. Bank transfer fee – If you want to charge the customer bank transfer fee
16. Packages – Set custom rates for a specific customer
17. Communication Setting- Set custom communication setting as per the customer requirement
18. Call timing settings – Set the call timing options for the drivers to call the sender or recipient based on the requirement of the customer
Step 1 – To upload multiple orders through CSV. Select upload file option from the top right corner.
Step 2 – Select the download button on the right side and you will be able to download the template
Step 3 – You should fill in all the mandatory fields and save.
Step 4 – Publish the orders
Step 5 – Click on publish again and wait until the pending is “0”
Note – All the dropdowns are mandatory and should only be chosen from the choices given and not typed.
1. Bad recipient address – When the address is wrong, incomplete or unclear
2. Recipient not available – When your delivery team member reaches the delivery location and tries to contact the recipient, but the recipient is not available and not responding to your delivery team member calls
3. Recipient mobile switched off – When your delivery team member reaches the delivery location and try to contact the recipient, but the recipient is not available and his mobile is switched off.
4. Recipient number is wrong or incomplete – When your delivery team member reaches the delivery location and try to contact the recipient, but the recipient is not available and the mobile no is wrong or incomplete.
5. Recipient address change requested – When your delivery team member reach the delivery location and when your delivery team member contacts the recipient, the recipient request for delivery to a different location
6. COD not ready – If the recipient is unable to provide the required COD amount to accept the shipment
7. Delivery rejected – When your delivery team member reaches the delivery location and recipient confirms to cancel it. Delivery rejected options:
8. Recipient mobile no response – When your delivery team member reaches the delivery location and try to contact the recipient, but the recipient is not available and not responding to your delivery team member calls.
9. Future delivery requested – When your delivery team member reach the delivery location and contact the recipient, and the recipient request for delivery on a future date.
10. Unable to access recipient premises – When your delivery team member reaches the delivery location and unable access the exact unit/office/house/room and the recipient is not responding to your delivery team member calls.
11. ID or document required is missing – When order requires ID verification and the recipient is and the recipient is unable to provide any form of ID for verification.
12. Bad weather during delivery – When during the delivery the weather is unbearable (extreme rain, sandstorm and etc.) to complete the delivery
13. Recipient name is missing – When your delivery team member reaches the delivery location and unable to verify the name of the recipient.
14. Collection arranged or requested – When the shipment is dispatched with your delivery team member and the recipient contacts your company and requests forself-collection.
15. Wrong shipment – When the recipient confirms that the shipment description does not match the recipient order.
16. Incomplete parcel – When the recipient confirms that the shipment has items missing and is not a complete order.
17. No time for delivery – This option should only be selected if your delivery team member has run out of time and cannot complete the delivery of the shipment dispatched with him
Orders – All orders assigned to you
New orders – All unassigned orders
Completed – All completed orders
Batch update – Use this option for batch pickup
Check in – To register your attendance
My profile – All your personal information
Settings – Change the settings of the app
Share app – Share the app
About – Details about Shipox
Legacy and Licence – Open source file details used in the app
Log out – Log Out from the app
1. New alert vibration – Turn on or off the vibration of the new alerts
2. New alert sound – Turn on or off sound of the new alerts.
3. SMS notification – Turn on or off sms notifications
4. Offline – Switch on or off the offline mode.
5. Languages – Language list available for your convenience. Select the language you are good at.
Step 1 – Go to the settings page in the main menu
Step 2 – Select the communications settings option
Step 3 – Select the options Target (sender, recipient, driver etc) or Events (Dispatched, out for delivery, Picked up etc)
Step 4 – Select the Status or Target you want to add the message for
Step 5 – Fillup the details and submit
1. The name of the message, for your reference in the settings page.
2. This will be the name under which the recipient receives the SMS in their phone. eg – SHIPOXAPP.
3. Type the message you want to send. This can include free text, variables and date methods.
4. The variables to be added to the message. E.g. the order link, tracking link or any data that has to be pulled from the actual order
5. The formats for the functions in date and time
Note – Check https://shipox.com/support/communication-templates-examples for examples of templates
Event – Order created
Template – Hola, we have got your order. Kindly click on the below link to update us with your location for quicker delivery. ${public_delivery_update_location_link}
Notes – For the sender, kindly rephrase if sent to a recipient.
Event – Assigned to driver
Template – Good news! Our driver is on his way to pick up the order ${order_code}. Kindly keep it packed and ready to avoid further delays. You can reach the driver at ${driver_phone_number}
Notes – For the sender, kindly rephrase if sent to a recipient.
Event – Picked up
Template – Yippee! Your order # ${order_code} was picked up by ${driver_name}.
Notes – For Sender, kindly rephrase if sent to a recipient.
Event – Dispatched
Template – Dear ${recipient_name}, parcel ${order_code} is with ${driver_name} and will reach you today.
Notes – For the recipient, kindly rephrase if sent to the sender.
Event – Out for delivery
Template – Dear ${customer_name}, parcel ${order_code} is out for delivery with ${driver_name}. Track it NOW https://demo-my.shipox.com/track?id= ${order_code}
Notes – For recipient, kindly rephrase if sent to sender. Highlighted space to be filled with customer URL.
Event – Delivered
Template – Yay! The parcel # ${order_code} has been Delivered to ${actual_recipient} at ${delivery_time}. Please rate the delivery service here ${public_customer_feedback_link}
Notes – For recipient, kindly rephrase if sent to sender.
Event – Delivery Rejected
Template – Your order #${order_code} from ${sender_name} has been rejected. Kindly let us know if you have any queries.
Notes – For the recipient, kindly rephrase if sent to the sender.
Event – Delivery failed
Template – Oops! Looks like we missed you. We were not able to deliver your order. The update given by our agent was – ${order_status}. We will reattempt the delivery tomorrow.
Notes – For recipient, kindly rephrase if sent to the sender.
Step 1 – To update the default prices of the shipment, in the main menu select “Packages”
Step 2 – Select the pickup & drop off city from the dropdown list
Step 3 – It will open the page which highlight the rates based on pickup and drop-off location
Step 4 – If you wish to make changes to the prices, select the pricing of the service type & weight category you would like to update
Step 1 – Select the customer page from the drop down list
Step 2 – Select the customer from the search bar and open the settings page by selecting the ID
Step 3 – Goto the packages tab from the page
Step 4 – Select the pickup and drop off location from the dropdown tab
Step 5 – Select the pricing of the service type & weight category you would like to update
Step 6 – Edit the required changes and press submit to save and update the changes
Step 1 – To upload the orders for the customer select Upload orders from the main menu
Step 2 – Select the customer from drop-down list and press submit
Step 3 – To create an international order, please uncheck the Domestic order box and download the international order template.
Step 4 – Enter the customer details using the dropdown list in the template. Please note: The drop-down fields have to be chosen from the option in the drop-downs and not typed or pasted. All the drop-down fields are mandatory and if not filled can result in the system not accepting the upload
Step 5 – Select and upload the template once the required details are complete
Step 6 – Press publish button to publish, publish again and wait for the numbers in pending moves to created
NOTE – If the system is not responding, please download a fresh template from the system and fill again. If you are uploading orders which have the same sender location, then copy the filled up the first row and paste it in the number of rows corresponding to your orders in order to help in quick uploads
Step 1 – Go to the Finance orders page in the admin backend
Step 2 – You can see all the finance information
Step 3 – To check the cash pending from a specific driver, go to “collected” tab and filter the page with that specific driver’s name.
Step 4 – Once the pending cash is received from the driver, select all the orders and “batch COD status update” as With Cashier
Note – To view the details in this page and to successfully make any updates the user should have the roles “role admin, finance admin, finance user, finance receivable”
Note:
Once the COD status is collected and updated as “with cashier” you cannot create an exception.
You cannot create 2 exceptions for the same order number.
Step 1 – To create timeslot Goto “timeslots” page in the admin backend
Step 2 – Select the add button on the top right corner of the screen to open create timeslot tab
Step 3 – Once the details are entered and verified press submit button to create the timeslot
Step 1 – Set the availability based on the timeslots created
Step 2 – Select the add button on the top right corner of the screen to create a timeslot availability
Step 3 – Once the details are entered and verified press submit button to create the timeslot
Note – If multiple timeslots are created for both pickup and delivery they will be visible for the clients at the time of order creation
Step 1 – Go to Settings dashboard -> Allocation rules -> Create a new rule
The rule for single condition
The rule for multiple conditions
Note – Please make sure you pay attention to the OR & AND in the rule.
Step 1 – To add a user Goto “user” page in the admin backend menu
Step 2 – Click the plus (+) at the top corner
Step 3 – In the popup window fill in the details and submit
Note – Role Admin is a mandatory role for all users who wants to log in to the admin backend
ADMIN – This role should be assigned to the user to access the admin backend. *Mandatory
RULE_ADMIN – This role should be assigned to the user to create and change the rules in the admin backend. Eg: Allocation rule, proximity rule etc.
PACKAGE_ADMIN – This role should be assigned to the user to set the delivery charges for the customer.
AREA_ADMIN – This role should be assigned to the user to create and edit areas.
ADMIN_VIEWER – This role should be assigned to the user who will have the option to view the admin backend but will not be able to create or edit any changes
FINANCE_ADMIN – This role should be assigned to the user who will have the option to admin the finance backend but will not be able to create or make any changes
SUPPLIER_ADMIN – This role should be assigned to the user who will be the admin for your 3PL.
COMPANY_ADMIN – This role is assigned to the company admin of the merchant/customer account.
DISPATCH_ADMIN – This role should be assigned to the user who will be setting the dispatch rules for your organization. Eg: Auto dispatch for certain customers.
USER – This role is required to access the customer backend.
CUSTOMER – This role is required to access the customer backend.
DRIVER – This role is assigned to the drivers of the organization.
MERCHANT – This role should be assigned to the merchants under your organization.
SUPPLIER_BASIC – This role should be assigned to the 3PL providing delivery service on your behalf
CONTRACT_OWNER – This role should be assigned to the user to access the customer details and update the company and contact information.
ROLE_CUSTOMER_SUPPORT – This role should be assigned to your customer support team.
Role_DISPATCH – This role should be assigned to the dispatchers of your organization.
SALES_REPRESENTATIVE – This role should be assigned to the sales representative of your organization.
MARKETPLACE_ADMIN – This role is assigned to the super admin of the account.
RADAR_VIEWER – This role should be assigned to the user to view the drivers realtime on the driver tracking tab.
FINANCE_ADMIN – This role should be assigned to the user who will have the option to admin the finance backend but will not be able to create or make any changes.
FINANCE_USER – This role should be assigned to the users who will have finance access to the system.
FINANCE_RECEIVABLE – This role should be assigned to the users who will be handling the receivable part of the COD.
FINANCE_PAYABLE – This role should be assigned to the users who will have be handling the payable part of the COD.
Adding a customer account cannot be done from the admin backend. It has to be done from the signup page of the customer URL
Step 1 – Go to customers page & select the customer you want to change to merchant
Step 2 – Go to the Finance settings tab (every box has to be submitted one by one)
Step 3 – Go to the Details tab
Note – To make changes in this page the user should have the roles “Company admin”, “Contract owner”, “Sales representative”, “Role merchant”. Without these roles, there will be an error when trying to submit any changes.
Step 1 – Go to Roster page from the main menu
Step 2 – Select either check-in by location or check-in with scan
Step 3 – To go off duty follow the same and choose “I am off duty”
Note – The driver will not be able to make any updates until he is marked “on duty” . They will not be assigned orders by auto allocation when they are “off duty”
Step 1 – Goto Package rules page in the admin backend
Step 2 – Create a rule and add prices. The rule can have multiple conditions. It could be a rule for the service charge applicable to a Customer/City/Country.
Note – To add a rule and save it the user should have “role package admin”.
If there is proximity allocation enabled, then please leave the supplier field blank
Step 1 – Goto Supplier/Hub page in Admin backend
Step 2 – Create a supplier by filling the mandatory fields
Step 1 – Goto Supplier user/Hub user page in Admin backend
Step 2 – Search with the supplier login email added while creating the supplier and then open the ID to set a password for the login
Use the above-created login and password to login to the supplier backend and start creating other users and drivers for the supplier directly from the supplier backend. The users and drivers created under a supplier backend will have access only to that supplier. Example supplier backend URL – supplier.companyname.com
Step 1 – In the domestic orders page select the 3 dots in the corner & select “dynamic CSV”
Step 2 – Select the fields you will require in your report and download. You also have an option to “save as default” which will save your selections by default for the next time.
Step 1 – Go to the main menu and select “create orders” or find the plus in the “domestic orders” page.
Step 2 – Please fill in the details in the orders form (pickup address, drop off address, shipment size & weight). Alternatively, you can also choose the address from the address book.
Step 3 – Once all the information is filled you can additionally add more optional information from “Customize” more option.
Step 4 – Once filled, place the order
Step 1 – Select the order you want to view by clicking on the order number
Step 2 – The details page
Step 3 – Use the drop-down to move from details to activity page for the order status history
Step 4 – Use the drop-down to move from activity page to Maps to view the order on map
Step 1 – The shipment has to be the first batch updated as “in sorting warehouse”. This is to remove the shipment from the drivers’ name and to say it’s received in the warehouse.
Step 2 – The shipment has to then be batch updated again with status as “To be returned” and keep it aside
Step 3 – When returning the shipments batch update all the shipments to “Out for return” and assign it to a driver
Step 4 – When the shipments are returned back to the seller the driver can update as delivered from the driver app or it can be batch updated as “Returned to origin” from the admin backend
Note – A manifest can be used to take signatures upon return for bookkeeping. How to take a manifest? -> https://shipox.com/support/batch-orders-update
Step 1 – Go to the customers’ page in the admin backend and select the customer
Step 2 – Select the “Has own AWB” option and save
Note – While creating a reverse order for the customer please don’t use the old order number as ref# as it will duplicate the old order. To create a return order please create a separate customer account with the above feature disabled.
Step 1 – Choose the “batch orders update” option from the drop-down menu from the side.
Step 2 – In the popup window add/scan the orders, status to be changed to and submit
Step 3 – In the success window select all the orders to get an option to download a Runsheet or Manifest
Runsheet – For drivers who go for delivery or pickup
Manifest – Used during Transit or RTO
Batch update status and explanations –> https://shipox.com/support/order-status-and-explanation
Step 1 – Go to the Finance settlements page in the admin backend
Step 2 – Select the customer and the date range
Step 3 – Select the orders to which the COD is transferred and create a transfer request
Step 4 – Fill in all the details and submit. The statement can be downloaded for mailing to the client.
Step 1 – After the transfer request is created, Go to the Customer COD transfers page in the admin backend
Step 2 – A unique transfer request ID is created and will appear under “Pending”
Step 3 – Select the ID and choose the edit option to change the status of the request
Step 4 – The status can be used based on the accounts process followed.
Note – The User must have the roles “Role finance user, Role finance admin, Role finance payable, Role admin” to make the above changes
1. Unassigned – An order when first reaches the Shipox system will have this status.
2. Assigned to Courier – When there is “assign to supplier” rule the order gets updated with this status by default
3. Assign driver for pickup – This is to assign a pickup to a driver
4. Cancelled – When a pickup is not done and the client has cancelled the order. This status cannot be used after “picked up” scan
5. In sorting warehouse – When the physical shipment reaches the warehouse after pickup or transit or a failed delivery. This is basically used to say the shipment has reached the facility. It should be done to also remove the drivers’ name from the shipment.
6. Dispatched – This is used when the order is going out for delivery
7. In transit – When sending the shipment to or from a supplier backend. Use “custom supplier” to choose the destination supplier
8. To be returned – When a shipment is unsuccessful or rejected this scan can be done and set aside for the RTO process. This has to be done after an “in sorting warehouse” scan
9. Out for return – When an RTO shipment is sent back to the customer.
10. Returned to origin – When a shipment is returned back to the sender/customer.
How to do a batch orders update? –> https://shipox.com/support/batch-orders-update
Step 1 – Do a batch orders update and “Dispatch” orders to the driver. Make sure the previous days runsheet is closed
Step 2 – Go to “Drivers” page in the main menu
Step 3 – Search for the driver and click on the download arrow
Step 4 – Select the current date and download report
Step 5 – Close the runsheet at the end of the day before debrief
Note – If there are multiple batch updates done for a single driver in a day the runsheet will have multiple batch labels as well. If the runsheet is not closed by EOD the batch update of the next date will get added to the previous days runsheet.
Step 1 – Go to Users page from the main menu in the supplier backend
Step 2 – Click on the add user “+” option from the corner
Step 3 – Fill in the details and submit
Note – To restrict the visibility of the user add the roles from the admin backend
How to add roles from Admin backend? -> https://shipox.com/support/adding-a-user
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