Frequently asked questions

Sign up, finish the short onboarding, then get these three things in place before your first order:

1. 1Complete your KYC in Settings › KYC Details.
2. 2Add a pickup address in Settings › Manage Pickup Addresses.
3. 3Recharge your wallet — freight is deducted from it when you ship.

Then create an order (or connect your store) and use Ship Now.

Open Settings › KYC Details and upload the three documents it asks for: GSTIN Certificate, PAN Card and Cancelled Cheque / Bank Proof. Our team reviews them and your status updates once the review is done.

If something is rejected, fix it and resubmit from the same page.

Go to Settings › Manage Pickup Addresses and add your warehouse address with its pincode and contact details. The courier partner uses these details to collect your parcels, so keep them accurate.

You can add more than one address. Pick the pickup location when you create an order (the Quick Order Pickup & Payment step), and change it later from the order page while the shipment is not yet booked.

Go to Settings › User Management and add your team members. Each person gets a role: Owner, Admin, Manager, Staff or Finance. The role decides what they can see and do, for example only some roles can recharge the wallet.

Inside the app, open Help Center › Ticket and raise a ticket. Our team replies there. You can also email us at the address at the bottom of this page, or use the contact page.

Include the order ID or AWB so we can help faster.

Both Prepaid and COD (cash on delivery) orders are supported. Choose the mode when you create the order.

For COD, enter the amount to be collected from the customer. Store orders that need confirmation can be reviewed under approvals before they ship.

No. Orders from different stores always stay separate, even if the order number is the same. Each order card shows the store name so you can tell them apart.

To refer to a specific parcel, use its shipment ID or AWB, which are always unique.

Yes. Use Bulk Action to import orders from a file. Rows with problems are listed so you can fix them, and the Bulk Activity Log shows the progress of each upload.

Orders that fail to import appear under B2C › Failed Orders.

Yes. Until a shipment is booked you can edit, clone or cancel an order from B2C › Orders. After booking, changes to the shipment are done by cancelling it first (see Can I cancel a shipment?).

Before the courier picks it up, yes. Cancel the shipment and the freight goes back to your wallet automatically.

After pickup it can no longer be cancelled. Use Initiate RTO to bring the parcel back. The RTO charge follows your rate plan, and the forward freight is not refunded.

Once a shipment is created, open B2C › Shipments, select the shipment and download its label. You can select many shipments to print labels together.

Label size and what appears on it can be changed in Settings › Label Configuration.

Open B2C › Pickup and Manifest, choose the shipments that are ready and schedule the pickup. You can then download the manifest to hand over with the parcels.

Keep the parcels packed with the label on them before the courier arrives.

Yes. Each shipment has its own tracking page link for your customer. You can brand that page in Settings › Customised Tracking Page.

Customer notifications (WhatsApp, email or SMS, where enabled) are managed in Settings › Communication Settings.

Tracking comes from the courier partner, and updates can take a little time to appear after a scan. Check again after a while.

If a status looks stuck for long, raise a ticket under Help Center › Ticket with the AWB and we will look into it.

Yes. In Ship Now you see the available courier partner options with their rates and can pick one. You can also set your preferences in Settings › Courier Priority to pick couriers automatically by cost, speed, rating or your own order.

Use Tools › Pincode Serviceability to check a pincode, or the Rate Calculator which shows only the options that serve both pincodes.

NDR means Non-Delivery Report. The courier tried to deliver but could not, for example the customer was unavailable or the address was wrong.

Open NDR › B2C NDR to see these shipments. For each one you can Reattempt delivery, Defer it to a date within the next 6 days, edit the customer's details, or add a remark. Acting quickly gives the best chance of delivery. Mark RTO only records the return in RouteOne; to send an in-transit parcel back, use Initiate RTO.

RTO means Return to Origin. The parcel is sent back to you because it could not be delivered, for example the customer refused it or repeated delivery attempts failed.

You can also start an RTO yourself with Initiate RTO once a shipment has been picked up. The RTO charge follows your rate plan.

Open Returns in the menu and click Create Return, then choose Single Return Order or Bulk Return Order. The return then moves through its statuses on the same screen, where you can also cancel a return that has not progressed.

Open Billing › Wallet Transactions and use the recharge option (you can also recharge from the top bar). Enter an amount, choose a payment gateway if more than one is shown, and apply a coupon code if you have one. The amount must be between ₹500 and ₹5,00,000. Your balance is updated once the payment succeeds.

Every charge and refund appears in the same passbook, so you can always see where your money went.

COD is collected by the courier partner when the parcel is delivered. After that it is passed on to you as a remittance.

See Billing › COD Remittance for what has been paid, and Future COD for amounts on delivered orders that are still to come.

If the courier measures your parcel heavier than the weight you declared, freight is recalculated and the difference is raised as a weight discrepancy.

Open Weight Discrepancy › B2C Discrepancy, check the details, and raise a dispute with clear evidence such as photos of the packed parcel on a scale and the dimensions. Accurate weights at order time avoid most of these.

Rates come from the rate plan on your account and depend on things like weight, pickup and delivery pincodes, and payment mode.

View your plan in Tools › Rate Card, or try a specific shipment in Tools › Rate Calculator before you ship.

You will see a reminder in the dashboard asking you to clear the amount due. If the dues stay unpaid, access to your dashboard can be paused.

As soon as the dues are paid, access comes back automatically. Recharging on time avoids all of this.

Your invoices for shipping charges are in Billing › Invoice. Individual shipping charges are listed under Billing › Shipping Charges.

Only team members with billing access can see the Invoice page.

1. 1Open Settings › Configure API.
2. 2Click to generate a new key and pick the scopes it needs.
3. 3Copy it right away; the secret is shown only once.

Each key only works on the endpoints its scopes allow. You can revoke a key at any time.

Each API key can make 120 requests per minute. If you go over, you get a 429 response with a Retry-After value telling you how long to wait before trying again.

Add a webhook endpoint in Settings › Webhooks. RouteOne sends order events (created, cancelled) and every shipment status change to your URL, signed so you can verify it.

Failed deliveries are retried a few times, so make sure your endpoint answers with a 2xx status.

Yes. Yes. Connect your store from Settings › Channels / Integrations. For Shopify you can also install the RouteOne app from Shopify. Orders then sync into RouteOne so you can ship them without retyping anything.

You can connect more than one store to the same account.

Install RouteOne from the Shopify App Store, approve the permissions Shopify shows, and follow the prompts to link the store to your RouteOne account. See the install guide for the full steps.

RouteOne uses the order and customer details needed to ship and track your parcels. When Shopify sends a customer data request or a customer or store deletion request, RouteOne processes it and removes the buyer's personal details; a few non-personal shipping records (such as city, pincode, amounts and AWBs) are kept for billing and dispute purposes.

Read the full details in our data privacy article.