The document provides frequently asked questions and information about logistics services provided through the partnership between Zepo and AVN Logistics Solutions. It discusses that Zepo connects customers to AVN for logistics needs, and while Zepo can address customer queries, the courier companies are ultimately responsible for service quality issues. Customers have options for multiple courier services and are asked to create a Zepo wallet to pay bills. Contact details and processes are provided for tracking shipments, delays, returns, claims and more.

1. Logistics Disclaimers & FAQs
Frequently Asked Questions about the Logistics Support
& important disclaimers related to the Logistics Service Providers.

2. Important Pointers Regarding Zepo-AVN Tie-Up
To handle the logistics aspect of running your online store, Zepo provides a tie-up with AVN
Logistics Solutions. Here are a few pointers to help you understand the processes involved.
 AVN Logistics is a 3rd party logistics aggregator, which has tie-ups with FedEx and Gati
courier companies. Zepo and AVN are two separate entities, that have tied-up to
provide you the logistics service for your online store.
 Zepo simply connects its customers to AVN Logistics, after negotiating a cost-effective
deal on their behalf.
 Whatever services are provided, whether good or bad, the answerability for the
same lies with the respective courier company. Zepo can at most take up the
customer’s query on their behalf, and request an answer from the courier company.
 We want our customers to have the best logistics experience at all times. That is why
we provide them with the option to pick from multiple courier services. This helps
them choose the one that suits their needs and expectations the best.

3. Important Pointers Regarding Zepo-AVN Tie-Up
 Zepo is a company that connects an eCommerce business to a courier service.
This is like how a travel booking website connects a customer to an Airline
Company.
 All responsibility regarding the quality of service provided, lies with the courier
company. For example, if the service on a flight is unsatisfactory, the customer
does not lodge a complaint with the travel website.
 Zepo simply resells the courier companies’ service to its clients. This is done on a
good will basis, with zero profit margin.

4. 1. The Zepo Wallet: An Easier Way to Pay Bills
 Every customer is required to create a Zepo Wallet, which will be used to pay
logistics bills.
 The customer has to recharge the wallet, with a minimum of Rs. 2000, and the bill
amount is deducted from the same.
 The amount recharged in the Zepo Wallet is completely refundable for the
customer, if they wish to discontinue the logistics services.
 This helps us ensure that seamless service is provided to you .

5. 2. How Do I Check the Pickup Status of My Consignment?
 Once the pickup is scheduled, you can check the pickup number from the AVN dashboard.
Incase you want to know the status of your pickup, please call the logistics company’s support
number.
 Please understand that logistics in India is still in its evolving phases, and approximately 5-7% of
the pickups are not completed on time.
 For your reference, here are the support numbers for FedEx ,Gati & Dot Zot.
 Fedex: 1800 209 6161 (Working hour :9 AM-9 PM, Monday-Saturday)
 Gati: 1800 180 4284 (Working hour :9 AM-9 PM, Monday-Saturday)
Note: Please ask for Proof of Pickup once the Pickup Person from Logistics Company picks up the consignment.

6. 3. What If the Shipment is Not Delivered in the Estimated
Time Given by the Courier Company?
 You can raise the issue with the respective logistics provider or AVN for the reason of
delay.
 Only the logistics company or AVN can provide the reason for the same.
 Delivery Exception
1. An exception occurs when a package is temporarily delayed while in transit. Every effort is
made to deliver every package as soon as possible, so an exception does not necessarily
denote a late shipment. The status exception explains the most recent exception in the scan
activity section.
2. The term "PMX" refers to a p.m. exception, when a shipment is returned to a delivery station for
the night because it was undeliverable during the courier's route. Such a delivery exception
may occur because the package was incorrectly addressed, a recipient was unavailable,
etc. In many cases, delivery is re-attempted the next day.

7. 3. What If the Shipment is Not Delivered in the Estimated
Time Given by the Courier Company?
For your reference, You can contact AVN/Logistics provider on following No.
 Fedex: 1800 209 6161 (Working hour :9 AM-9 PM, Monday-Saturday)
 Gati: 1800 180 4284 (Working hour :9 AM-9 PM, Monday-Saturday)
 AVN - 9665706060
Working Hours:
Mon - Fri - 10:00am to 7:00pm
Sat - 10:00am to 1:00pm.

8. 4. Accounts & Billing
Payments of bills & reimbursement shall be as follows:
 We follow 2 remittance cycles every month – 1st to 15th AND 15th to 30th.
 For the consignment delivered between 1st and 15th of a month, bills will be
settled in next 30 days i.e. before 15th of next month.
 For the consignment delivered between 15th and 31st of a month, bills will be
settled in next 30 days i.e. before 30th of next month.

9. 5. What If the Customer Refuses the Shipment? What
Charges Would be Applied and How Many Days Does it
Take to Return the Shipment?
 Incase the customer refuses the shipment, the consignment will be shipped back to
you. You will be charged the shipping charges for 2 sides – to the customer, and then
back to you.
 The time taken to return the shipment will be 10-15 days, depending upon the Zone.
 The time taken to return the shipment could be longer, because the parcel is kept for
7 days at the warehouse. After that, it goes to the original account holder, i.e. AVN.
Only then is the shipment returned to the seller. So, there is a possibility that the return
shipment could be delayed further.
Note: Tracking No. for return shipment changes. Please find the return shipment tracking
no. by original tracking no. on the tracking page of the logistics provider.

10. 6. What if Logistics Service Provider returned the package
with out prior notice or information?
 Logistics Service Provider tries to deliver the product 3 times during a period of
maximum 7 days incase Customer is not available for the first 2 times.
 Logistics Service Provider will not inform you incase of return. Please keep a track
of the consignment until it is delivered back to you.

11. 7. What if Logistics Service Provider delivered the
package at wrong place?
 Usually the chance of this is less than 2%.But incase it Happens ,Please write to
customercare@avnbiz.in vishal@avnbiz.in to direct it to the right location.
 Logistics Service provider will deliver the consignment at no extra cost.

12. 8. What is the process to claim the insurance on the
product incase of damage or loss?
 To claim the insurance on any product, please write to vishal@avnbiz.in
customercare@avnbiz.in and start the process of claiming the insurance.
 There is a possibility of breakage of fragile item while it is being shipped. Kindly use a
proper packaging material to ensure the safety of such items.
 Claims for Damage:
1. Fedex: All claims due to damage (visible or concealed) must be notified to FedEx in writing
within 21 calendar days after delivery of the Shipment, failing which no action for damages
may be brought against FedEx
2. Gati: No, claim shall be entertained by Gati for any loss of shortage , damage non delivery
breakage, pilferage, etc for the shipment unless a written claim is lodged with in 30 days from
the date of docket

13. 9. How Should I Keep a Track of COD Remittance Reports?
 You can always check the same in AVN dashboard
 Please maintain an excel sheet with all the orders that have been delivered,
along with the tracking number.
 This will help you tally the report shared
with your report . Download the sample
Remittance cycle excel sheet

14. 10. Where Do I Find the Sales Tax Form for My Shipments?
 Please find all the forms required while shipping your products interstate here.
 You need to fill the required form and attach with consignment while delivering
interstate.
Note: Please note that without the sales form, consignment will not be delivered, will
get stuck somewhere in transit.

15. 11. What If The Customer Wants to Return the Shipment?
 Incase the customer wants to return the shipment, please schedule the pickup
from the customer’s address.
 While generating the pickup, please mention customer’s address as the pickup
address. Your address should be mentioned as the shipping/delivery address.
 Once label is generated, please mail this label to the customer. Ask the customer
to take a printout of the same and hand it over to the pickup guy along with the
consignment.
 The consignment will then be shipped to you from the customer’s address.

16. 12. How Do I Calculate the Volumetric Weight of My
Consignment?
 The volumetric weight of any consignment is calculated by using the following
formula.
 Volumetric Weight
1. (Length * Breadth* Height) / 5000 [Air Shipment]
2. (Length * Breadth* Height) / 4750 [Surface Shipment]
 The length, breadth and height of the
consignment is calculated in centimeters.

17. 13. How Do I Track the Shipment Status of My
Consignment?
 Once the shipment is dispatched, you can track the status of the shipment by
using the tracking/docket number.
 On the ZePOST dashboard, once the order is dispatched, you can see the status
of consignment in the ‘Dispatched’ section.
 To check the detailed status, please visit the respective logistics provider’s
website.

18. 14. Whom Should I Contact Regarding Escalations
for Logistics?
 If you are not satisfied with the service provided by the logistics provider, please escalate the
issue with AVN.
1. Email Id: vishal@avnbiz.in
2. Phone No: 9665706060
 If you are not satisfied with the response provided by AVN, You can escalate the issue with
Zepo.
1. Email Id: support@zepo.in
2. Support no: 9223583358
In 90% of the cases ,Unfortunately we could not be able to do much , but what we can
do is we can take your query and take up with our partner.

19. Why do we work with AVN when there could possibly be
5% to 7% issues?
 We are working with Logistics provider like Fedex & Gati. Through AVN ,We provide
you the option to choose from more than one logistics provider .
 All of the logistics provider are best in the country .
 Since the logistics infrastructure is overall in a very nascent stage in India, we need to
work within limitations
 Operational issues of Fedex / Gati would continue even if we work with AVN or any
other partner or directly as well
 Logistics cost is one of the very important criteria while choosing Logistics provider .
AVN has provided the best negotiated rates, that one cannot even get by opening a
direct account with all service providers.
 Our mission is to bring 100% service satisfaction to our customers. By letting you know
about issues in advance, we are just being transparent.