Settings

Standard delivery SLA is 48 hours intra-region and 72 hours inter-region. High-value orders above ₹25,000 must be delivered within 36 hours with mandatory tracking updates every 4 hours. SLA breach triggers automatic customer notification and carrier chargeback assessment.

Carrier allocation follows: 1) Serviceability check, 2) SLA score ≥85%, 3) Capacity availability, 4) Cost optimisation. High-value orders default to top-2 SLA carriers. Reallocation requires control tower approval when volumes exceed 100 shipments per lane.

NDR handling: Attempt 1 fails → auto-notify customer within 30 minutes. Attempt 2 fails → assign to control tower for verification. Attempt 3 → mandatory customer callback before RTO initiation. Spike detection (>25% baseline) triggers regional escalation matrix.

Communication triggers: order confirmation, dispatch, out-for-delivery, delivered, delay >4h, NDR, RTO. Delay notifications must include revised ETA and reason. High-value orders require personalised outreach by control tower agent.

Rate cards defined per carrier per zone per weight slab. Fuel surcharge applied monthly. Any deviation >2% between invoice and rate card triggers billing anomaly. Disputes must be raised within 15 days of invoice.

Orders above ₹25,000 classified as high-value. Requirements: signature confirmation, insurance, top-tier carrier, control tower watchlist. If predicted delay >4h, mandatory escalation to control tower manager and personalised customer outreach within 1 hour.

On severe weather advisory: 1) Identify affected routes and shipments, 2) Notify affected customers with revised ETA, 3) Reroute where feasible, 4) Hold non-urgent dispatches from affected origin, 5) Extend SLA by advisory duration for reporting.

Dwell time thresholds: 4h SLA, 8h L1 escalation to hub manager, 12h L2 to regional ops head, 24h L3 to VP operations. Congestion above 90% capacity triggers automatic inbound diversion to nearest facility with spare capacity.

Return window 7 days for standard, 14 days for premium categories. RTO after 3 failed delivery attempts and customer non-response for 48 hours. Reverse pickup SLA 72 hours. QC failure returns processed within 24 hours of receipt.

COD remittance SLA T+3 days from delivery. Reconciliation runs daily. Discrepancies flagged automatically. Carrier billing reconciled weekly. Disputes tracked in billing anomaly workflow with 15-day resolution SLA.