Questions to ask a courier before you start shipping

When you are excited to start shipping, it is tempting to sign up and send the first parcel. A short conversation first can save you weeks of frustration. Here is a list you can print or paste into your phone. Ask the same questions of every courier, write the answers down, and compare later.

Before you call

Have your basics ready, such as your pickup address, the usual size and weight of your parcels, the cities and pincodes you ship to most, and roughly how many parcels you expect each week. Say these up front so the answers fit your situation. Make a note of who you spoke to and when.

Questions on pickup

• Do you pick up from my address, and which days and general time of day?
• How do I book a pickup, and how far ahead must I do it?
• What happens if no one is available at the time of pickup?
• What if a pickup is missed? Who do I contact, and what is the usual process?
• Is there a limit on the number of parcels or a minimum for a pickup visit?

For daily routines around pickup, see scheduling courier pickups around your working day.

Questions on delivery and coverage

• Do you deliver to the pincodes where my customers live? Is there a way to check quickly?
• How many delivery attempts are made before a parcel is returned?
• How do you contact the customer, and can they reschedule?
• What happens to a parcel that cannot be delivered?

Questions on cash on delivery

If you take COD, these are important.

• How is the collected cash passed on to me, and how will I see what has been collected?
• What charges apply to COD parcels, and how are they shown?
• How are disputes handled, for example when a customer says they paid but the record disagrees?

The idea behind this is in what COD remittance means for your cash flow. Do not rely on an assumed schedule. Ask them to explain their process in their own words and share it in writing.

Questions on claims and damage

• What do I do if a parcel is lost or damaged, and what proof do you need?
• Is there a time limit for raising a claim?
• How is compensation decided, and does declared value matter?
• Is any extra cover available, and what does it exclude?

Questions on returns

• How are return shipments booked, and are they handled differently from forward ones?
• What happens when a customer refuses a parcel at the door?
• How will I be told about returns and failed deliveries?

Questions on support

• How do I reach someone, and by which channels?
• Will I have a contact for my account, or a general queue?
• How are issues escalated if the first answer does not help?

Questions on tracking and paperwork

• How do I get tracking information, and can customers see it directly?
• What documents or labels do I need to print, and what do I attach to the parcel?
• Do you issue a handover receipt at pickup?

After the conversation

Do not judge only on how friendly the call felt. Compare your notes side by side. Then send a small number of real orders and see whether practice matches the promises. A courier is hard to replace once your orders depend on them, so a little research now is worthwhile. For a way to weigh what you have learned, read how to compare couriers without just looking at price.