Support Policy
Reliable International, through the ShipyBox brand, provides operational support to onboarded merchants and pre-sales support to prospects. This policy defines the channels, hours, response timelines and escalation paths.
Last updated: 16 June 2026 · Operator: Reliable International · Brand: ShipyBox
1. Support Channels
| Channel | Use case | Reach us at |
|---|---|---|
| All formal requests, billing & weight disputes, written escalations | support@shipybox.in | |
| WhatsApp / Phone | Time-sensitive shipment escalations | +91 98180 11897 |
| Web contact form | Non-urgent enquiries | shipybox.in/contact |
| In-panel ticketing | Logged-in merchants — preferred for shipment-specific issues | Available inside the merchant panel post-onboarding |
2. Support Hours
- Standard hours: Monday to Saturday, 10:00 to 19:00 IST.
- Sunday and public holidays: limited monitoring for critical shipment escalations.
- Pre-sales and demo requests: responded to within one (1) business day.
3. Response Timelines (SLA)
The table below sets out indicative first-response and resolution targets. SLAs assume the merchant has provided complete information at the time of raising the ticket.
| Category | First-response SLA | Resolution target |
|---|---|---|
| General enquiry | 1 business day | 3 business days |
| Pre-sales / demo | 1 business day | 2 business days |
| Tracking discrepancy | 4 business hours | 2 business days |
| Shipment exception / NDR | 4 business hours | Resolution depends on Courier Partner; ShipyBox tracks until closure |
| Weight dispute | 1 business day | 7 – 21 business days (Courier Partner-driven; ShipyBox represents the merchant) |
| Billing / invoice query | 1 business day | 5 business days |
| RTO investigation | 1 business day | 7 – 14 business days |
| Critical outage / security | 1 business hour | Continuous until resolution |
4. Supported Topics
- Shipment booking, label generation and pickup scheduling.
- Tracking event interpretation and stuck-in-transit consignments.
- NDR (Non-Delivery Report) review and re-attempt orchestration.
- RTO (Return to Origin) investigation.
- Weight and dimension dispute filing and follow-through.
- Billing, invoices, COD remittance and reconciliation.
- Courier allocation queries and rule overrides.
- Quote requests, pricing profile setup and rate-card mapping.
- Merchant onboarding, KYC and integration setup.
- API token management and integration troubleshooting.
5. Escalation Matrix
- Level 1 — Merchant Support: first-line ticket triage and routing.
- Level 2 — Operations & Courier Liaison: direct engagement with Courier Partner POCs for exceptions.
- Level 3 — Management: Head of Operations or Customer Success for unresolved escalations beyond standard SLA.
- Level 4 — Founder office: exceptional cases (legal, regulatory, strategic).
Escalations between levels happen automatically when SLA breaches occur, or upon explicit merchant request by replying to a ticket thread with the word “escalate”.
6. Limitations
ShipyBox provides best-effort support but cannot:
- Alter, backdate or generate Courier Partner scans.
- Override Courier Partner investigation outcomes or compensate beyond the Courier Partner's declared SLA.
- Guarantee delivery dates beyond Courier Partner-published transit times.
- Modify weight or dimension audit outcomes once finalised by the Courier Partner; we can only file and represent disputes.
- Provide legal, tax or financial advice.
7. Quality of Service
We review support quality monthly using ticket resolution time, customer-satisfaction surveys and re-open rate. Aggregated metrics are shared with paying merchants on request.
8. Contact
All support requests should be addressed to support@shipybox.in. For shipment-critical escalations, message us on WhatsApp at +91 98180 11897 with the AWB number and a one-line summary.