Wrong parcel delivered by Xpressbees (booked via Shiprocket)

Social Off-topic & Debates
1

Hello everyone,

So after all these years of using various courier services without any major (or even next-to-none minor one) incident happening, an untoward one has happened with me.

Few weeks ago I had arrived back to India directly at some relatives’ place in Gurugram (sector 49/50), where I unpacked my stuff & sent some of it via Shiprocket through Xpressbees to my home-address at Thane in order to lighten my bags because I had to travel to some other places too via domestic flights. I have done like this on some earlier occasions too. However this time when I came back home after travelling for ~15 days in between since sending the parcel, I got a jolt when I realized that there was a goof-up and the parcel that was received at home (by my parents) wasn’t the one which I had originally sent, but a much smaller box (containing a couple of seal-packed perfumes). My fault that I didn’t confirm with my parents about what kind of parcel was it (as I didn’t suspect or expect such a situation). I was back home only for barely a day and had to travel again for a trip and was in the process of preparing for it when I found this, and I needed to carry those items with me which I had couriered home.

Now this wrongly-delivered parcel has a label mentioning the correct pickup & delivery addresses as well as the same AWB number. It also has the mention of ‘Bigfoot Retail Solutions’ (parent-company of Shiprocket I believe) on the label. I immediately contacted Shiprocket on phone & apprised them about this. The executive was helpful & sent me an email asking various info & pics-videos of the original parcel & the wrongly-delivered one. With some difficulty I also managed to find the local collection & dispatch centre of Xpressbees near my home, where they told me that they’re just “third-party” & that their job is to only deliver the packages which they get, and that this “fraud” was surely done by Shiprocket.

Anyway, I replied to Shiprocket’s email, to which I got a prompt response that they also need pictures of the original parcel’s contents (which I didn’t have and wrote to them so), and that this was beyond the “defined TAT” but that they’d still raise this dispute with the courier-agency on an exception-basis, and it may take 8-10 days to receive any response from them. Now today I received this from Shiprocket:

We sincerely regret the inconvenience caused and would like to inform that dispute was informed beyond defined TAT but raised to Courier on exception basis however courier unable to conclude investigation due to data archived in courier panel, hence further action is not possible & unable to process claim for this case.

No clue now as to how to proceed. Am also away from India and will be back only after atleast a month. I have asked my relative in Gurugram to check their ‘MyGate’ history for the number of the courier pickup person who had checked-in to their society, so that atleast can get to know the location of the local Xpressbees centre there through him & may be then some relative could visit there & look for my parcel personally if possible.

The parcel was picked-up on 22nd July after 1-2 days’ delay & the wrong one was delivered on 30th of July. I dont recall all the contents of it but most, and thankfully they aren’t valuable & are dispensable so to say, but would be good if I could have them back.

Am sure some of you must’ve gone through an ordeal like this with any of the many courier agencies. What could’ve gone wrong here? Could you pls advise what could be done in this scenario? Or/and how could this be escalated, if at all? The Xpressbees phone number is useless.

I just recalled that I haven’t written directly to Xpressbees yet! Shall write to them too now!

Kindly advise..

And thanks for reading!

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2

The wrongly delivered parcel had the Label that you generated on Shiprocket?

3

no, its some other altogether different computer-generated label.

4

Does it have the courier pickup and delivery addresses and Phone numbers? If yes, can you try to call them and inquire if they mistakenly received your parcel.

5

unfortunately no. the label has my relative’s pickup & my home delivery addresses. am assuming that my parcel may still be lying at the local xpressbees collection centre in gurugram or delhi.

6

I would say to post this on X (twitter) tagging all the corresponding social media handles as a last-ditch method but I think without any solid proof like pictures taken of the shipment before and after it got delivered you will not get compensated. I also think your items are lost permanently because how would a totally different parcel gets delivered with your info on it (I assume the label had everything like waybill tracking no., barcode, address etc.) unless someone intentionally did it as to steal your original parcel.

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7

It is baffling that your addresses got assigned to a random label. For the very least this is violation of privacy. It is Shiprocket’s fault their system glitched and assigned your address to some random label. Reach out to them with this angle too, and warn them about pressing charges.

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8

Thanks. I did share a clear pre-shipping photo of my parcel with Shiprocket, just that I didn’t have any photos of its contents. And yes, the label on the wrongly-delivered parcel has all the info that was on my original parcel.

9

Thanks. Good point. Let me reply to them with this.

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10

The picked up parcel has the details of delivery address and sender address written on to that?

11

These details were printed in Shiprocket’s provided format & pasted on the picked-up parcel by me.

12

Another forum member receives email notifications of my perfume purchases when the sellers uses shiprocket to ship my order – the transaction is completely unrelated to the forum.

I suspect their database was poisoned sometime ago during a backup/restore or by a disgruntled employee.

This information is autofilled and overwritten when the seller/shipper starts preparing an order. So you’d type in the address but after you enter the phone number or some other detail, the poisoned data replaces whatever you’ve typed.

In OP’s case, his information replaced whatever the perfume seller had entered and some poor customer lost their order.

Shiprocket is aware of this “bug” but they have no clue on how to fix it so they just investigate and pay out the losses through insurance instead.

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13

But then what happens to my parcel on which I pasted the correct label which I checked before shipping? Does it then gets lost somewhere in the warehouse?
Also, some fault lies upon the perfume seller too for not cross checking the label before pasting it on the parcel.

14

It’s sitting around somewhere. The AWB was transferred to this parcel so in their system it’s been delivered.

In actuality, it’s been orphaned. If any Xpressbees employee tries to scan it, it’ll show up as delivered so they’ll probably either take it, destroy it, or try to manually deliver it if it is in the destination city. If it’s at a hub or in transit, then there’s little hope.

You can show photos of what you received for Shiprocket to compare and try to claim the value of what was lost.

The perfume sellers are all side-hustlers, they never check details, they just want a quick resale. But the bug originates from Shiprocket’s poisoned database.

15

I guess then it is a lottery for the receiver as to whichever parcel gets delivered earlier.

16

They know something is wrong, that is why they asked for photos, that’s how they’re able to investigate because they have no other way.

I’ve had a few losses this way, shiprocket reimbursed me, but I stopped using them unless it was absolutely necessary.

Until now, I had no idea it affected anyone else other than me and the forum member that gets the notification emails intended for me.

17

This is a very weird glitch. Do you use insured option with Shiprocket, or they reimburse regardless of the insurance option?

Also, any other options apart from Shiprocket to prefer?

18

Just fyi, shiprocket is just an aggregator of various actual courier services.

19

Yeah that’s known to me.

20

No other similar aggregator so better option is to just book directly with the courier service provider, better tracking/lesser points of contact in case of issue.

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