Shipping Policy
Learn how shipping, courier partners, order fulfillment and tracking work on TWAICY Commerce OS.
Shipping Network
Powered by Shiprocket
1. Overview
Software Logistics Integration & Courier Partner Boundaries
"TWAICY acts as a technology platform that enables merchants to integrate with logistics providers such as Shiprocket. TWAICY is not a courier company and is not responsible for courier delays, damages, lost shipments, or delivery failures. Such matters are governed by the merchant and the selected logistics provider."
TWAICY provides merchants with automated shipping software management tools, AWB generation workflows, and live tracking embeds. Physical product transport, warehouse pickup, and last-mile door delivery are executed by independent courier partners (such as Shiprocket, Delhivery, or merchant local driver fleets).
2. Shipping Architecture & Order Dispatch Workflow
Step-by-Step Logistics Handshake Pipeline
TWAICY Logistics Handshake Workflow
3. Merchant Fulfillment Responsibilities
Packaging Standards, Volumetric Accuracy & Dispatch Timelines
Merchants maintain full operational control over physical inventory preparation, packaging quality, and courier handovers:
Safe Product Packaging
Ensuring products are packaged securely to prevent transit vibration or impact damage.
Label Printing & Attachment
Printing AWB barcode shipping labels and pasting them legibly on packages.
Pickup Scheduling
Setting warehouse pickup time slots for courier driver collection.
Accurate Weight & Dimensions
Entering precise volumetric weight and box dimensions to prevent courier weight disputes.
Pickup & Return Addresses
Configuring valid warehouse origin addresses for dispatch and RTO returns.
Delivery Exception Response
Handling buyer address updates and responding to NDR non-delivery re-attempt prompts.
4. Shiprocket API Integration & Credentials
Merchant Account Binding & Automated Dispatch Capabilities
TWAICY integrates natively with Shiprocket REST APIs. Merchants connect their own official Shiprocket API secret keys directly inside the TWAICY Merchant Dashboard.
Automated Shiprocket Integration Capabilities:
5. Order Fulfillment Lifecycle Timeline
9-Stage Real-Time Status Lifecycle
Order submitted on storefront
Direct bank / gateway transfer verified
Merchant approves order & syncs inventory
Box packed & AWB label pasted
Courier driver pickup requested
Package collected by courier driver
In transit through courier hubs
Driver out for last-mile delivery
Package handed over to buyer
6. Buyer Shipment Tracking & Notification Suite
Multi-Channel Tracking Alerts via Email, SMS & WhatsApp
Store buyers receive multi-channel shipment tracking updates throughout the delivery journey:
AWB Tracking Number
Unique barcode identifier generated upon shipment creation.
Courier Partner Name
Identifies assigned courier (Delhivery, Blue Dart, DTDC, etc.).
Estimated Delivery Date (EDD)
Real-time estimated arrival window calculated by courier APIs.
Storefront Tracking Embed
Dedicated order status page hosted on merchant store domain.
Email Notifications
Automated shipment dispatched and out-for-delivery email alerts.
WhatsApp Notifications
Direct WhatsApp updates sent to buyer's phone number upon dispatch.
7. Shipping Charges & Rate Rules
Merchant Defined Shipping Fees & Free Delivery Thresholds
Merchants set their own store shipping rates within their shipping settings dashboard. TWAICY never alters or adds hidden markups to merchant shipping rates.
Free Shipping Rules
Offer free delivery on orders exceeding a minimum cart value (e.g. Free shipping above ₹499).
Zone-Wise Freight Rates
Configure local, intrastate, metro, and national pincode shipping tiers.
Express Air Delivery
Premium express shipping rules for urgent customer deliveries.
8. Estimated Delivery Timelines & SLA Factors
Variables Influencing Transit Timeframes
Standard delivery SLAs across India range between 2–7 business days depending on destination pincode and transit mode:
Processing Time
Merchant warehouse order packaging and AWB label generation (24–48 hours).
Destination Zone
Same-city (1-2 days), Metro-to-Metro (2-3 days), Rest of India (4-7 days).
Weather & Holidays
Monsoon disruptions, regional strikes, or national public holidays.
Courier Mode
Express air freight vs surface logistics transport.
9. Delivery Exceptions & Retry Workflows (NDR)
Non-Delivery Reports & Courier Re-Attempt Protocol
When a courier driver is unable to complete a delivery attempt (e.g. buyer unavailable or incorrect landmark address), Shiprocket triggers an automated Non-Delivery Report (NDR).
Couriers execute up to 3 re-delivery attempts over consecutive business days. Buyers or merchants can update phone numbers and delivery landmarks directly via the tracking SMS link to ensure successful handover.
10. Reverse Logistics & Return-To-Origin (RTO)
Reverse Pickup Handovers & Merchant RTO Warehousing
If 3 delivery re-attempts fail or a buyer refuses delivery, Shiprocket initiates a Return-to-Origin (RTO) shipment back to the merchant's configured origin warehouse.
When a merchant approves a buyer return or exchange request, a reverse pickup shipment label is generated automatically via Shiprocket.
Upon receiving RTO shipments at the warehouse, merchants inspect product seals and restock inventory ledgers with 1-click in the dashboard.
11. Supported Courier Partners
Pan-India Logistics Carrier Support
Shiprocket Integration
Access 25+ courier partners via unified API.
Delhivery Surface & Express
Pan-India express air and surface transport.
Blue Dart Express
High-priority air express and COD delivery.
DTDC Courier
Extensive pincode reach across tier-2 and tier-3 towns.
XpressBees
Fast last-mile fulfillment and reverse pickup.
Ecom Express
Specialized e-commerce logistics and COD handling.
Shadowfax
Same-day hyperlocal and intercity express delivery.
India Post Speed Post
Complete 100% pincode coverage across rural India.
12. Hyperlocal & Future Delivery Integrations
On-Demand Intra-City & Quick Commerce Roadmap
We are actively expanding native logistics integrations to support hyperlocal, same-day, and quick-commerce delivery APIs:
Delhivery Direct API
Native direct account integration alongside Shiprocket.
Porter Hyperlocal
Same-day 2-wheeler and 3-wheeler pickup within city.
Borzo (Fast Courier)
Instant intra-city bike courier dispatches.
Uber Direct & Dunzo
30-minute quick commerce delivery for local groceries & food.
Merchant Custom Fleet App
Mobile driver dispatch app for merchant in-house delivery staff.
13. Policy Revision & Carrier Updates
Notification Framework for Logistics Updates
We may update this Shipping Policy framework to incorporate new courier API capabilities, hyperlocal delivery modes, or carrier SLA guidelines.
Merchants will be notified via email and dashboard alerts whenever material revisions occur to platform logistics features or courier integration policies.
14. Contact Logistics & Shipping Desk
Dedicated Assistance for Merchant Shipping & API Setup
If you have questions regarding Shiprocket API configuration, courier manifest generation, or warehouse pickup settings, reach out to our team: