Direct delivery order fulfillment

This article provides a step-by-step guide to the new Direct Delivery process, covering two update methods:

1. Seller Lab – Offers periodic updates.

2. Web App – Provides real-time updates for better tracking.

We strongly recommend using the Web App with OTP enabled for real-time updates and added security against customer disputes.

Important: The Direct Delivery mini-app on the Supply Chain App will be discontinued soon.

Creating Shipments for Direct Delivery Orders

The shipment creation process remains the same, whether you're using the App or Seller Lab.

For detailed instructions, refer to:

• Directship Order Fulfillment – Web Version

• How to Fulfill a Directship Order Using the Mobile App

Accessing Direct Delivery Shipments

To view your shipments, follow these steps:

1. Navigate to the Fulfilled by Partner module in Seller Lab.

2. Select the Direct Delivery Shipments tab to view shipments categorized under:

   • Pending

   • Need Action

   • Completed

Managing Shipments

1. Pending Shipments Tab

This tab lists shipments with a "Shipped" status that requires an update (Delivered or Undeliverable).

Steps to Manage Pending Shipments:

 The Pending Shipments tab lists all shipments with an assigned AWB (Air Waybill) or shipment ID. It includes key details such as:

• AWB Number

• Order Number

• Customer Details (Name & Phone Number)

• Delivery Address

• Promise Date (Expected Delivery Date)

                The shipments can also be filtered based on:

• Delivery Area

• Date Range (based on the Promised Date)

• Search using AWB, Order number, and Customer Name

1. Mark Delivered - If the shipment is successfully delivered. This action is terminal and cannot be reversed:

• Click the Mark Delivered button.

• Upload the Proof of Delivery (Optional but recommended).

• Click Confirm Shipment Delivery

2. Mark Undelivered - If the shipment is cancelled or no additional delivery attempt is required. This action is terminal and cannot be reversed:

• Click the Undelivered button.

• Select the Undelivered reason.

• Once the reason is selected, click Confirm Shipment Undelivered.
  

Once a shipment is marked as Delivered or Undelivered, the shipment will be moved to the Completed Shipments tab.

3. Rescheduling delivery: If a shipment is not delivered to the customer for any reason and needs to be rescheduled, you can do so through Seller Lab by following the steps below       

• Locate the Direct Delivery shipment and click on the drop-down button.

• Select the Reschedule Order option.

• In the pop-up window, choose the reason for rescheduling and select the new rescheduled delivery date.

• Click on the Reschedule Order button to confirm.

2. Need Action Tab

This tab contains shipments requiring immediate attention, such as pending cancellations or blocked shipments.

There will be an Issue column where the reason is mentioned why the shipment is blocked. The reason can be:

• Pending Cancellation - These are shipments where the customer requested cancellation of the shipment via the noon.com website or the noon app.

• Blocked Shipment - These are shipments blocked by noon for a specific reason (Payment not successful, negative wallet balance, etc.).

This tab should be checked daily to make sure that shipments are actioned on time without any delay to avoid a negative customer experience. 

• Managing Pending Cancellations and Blocked Shipments:

  1. Identify shipments according to the issue.

  2. Choose an action:

     • Mark as Delivered.

     • Mark as Undelivered.

  3. Click Continue
     to confirm the selection. 

Important Points

1. Pending Cancellation Shipments:

1. These shipments should be immediately marked as "Undeliverable" and should not be attempted for delivery.

2. If a shipment is mistakenly delivered, it can still be marked as "Delivered."

3. If no action is taken within 70 hours, the shipment cannot be marked as "Delivered" and must be updated as "Undelivered."
   

2. Blocked Shipments:

1. If the issue causing the block is resolved, the shipment may be unblocked and delivery can proceed.

2. If the shipment remains blocked for more than 4 days, the "Mark as Delivered" button will be disabled, and the shipment can only be updated as "Undelivered."
   

3. Completed Shipments

This tab lists shipments that were marked as Delivered or Undelivered and are displayed in descending order by the latest update made.

The full data can also be exported by clicking the Export button located on the upper right side. You can also download the proof of delivery   by clicking on the “Download POD file" button

Direct Delivery Web App 

The new Direct Delivery app is not a traditional app that you need to download from an app store. Instead, it runs directly through your mobile web browser, making it quick and easy to access on any device.

Accessing the Direct Delivery Web App

First, log in to your Seller Lab account to generate a QR token. The QR token can be generated in two ways:

1. Generic Access Token: This access will show ALL pending shipments in the web app.

-  Log in to Seller Lab.

- Click on Fulfilled by Partner.

- Select Direct Delivery Shipments.

- Under the Pending Shipments tab, click on Generate Access Token located on the right-hand side.

- A pop-up will appear with the QR access token. Please note that this token is for one-time use only and will expire after 72 hours. The QR access token can also be downloaded as a PDF and can be shared with the driver.  

- Once the access token is scanned, the web app will automatically open your web browser. Here you will have the option to select the language as per your choice.

2. Specific Access Token: This access will show selected pending shipments in the web app. Sellers who have multiple drivers can assign specific shipments to each driver.

- Log in to Seller Lab.

- Click on Fulfilled by Partner.

- Select Direct Delivery Shipments.

- Under the Pending Shipments tab, click on the shipments required to be on a specific token and click on Generate Token. 

- A pop-up will appear with the QR access token. Please note that this token is for one-time use only and will expire after 72 hours. The QR access token can also be downloaded as a PDF and can be shared with the driver. 

- Once the access token is scanned, the web app will automatically open in a web browser and display the Order List page with the specific shipments. It will also have the Assigned Only toggle enabled to show orders specifically assigned to the driver.

- The driver can still disable the toggle at any time to view all pending shipments assigned to this warehouse. However, we strongly discourage disabling the toggle unless necessary, as it might lead to confusion. 

 Managing Shipments via Web App 

1. On the Order List page, tap on a specific shipment. 

2. The driver will see the order details, including:

   • Name

   • Phone Number

   • Address

3. Updating the delivery status. 

Marking a shipment as Delivered

1. To mark a shipment as delivered, upload a Proof of Delivery (at least one photo) that shows the item is successfully delivered to the customer and enter the One-time Password (OTP) if required. 

2. Tap on Mark as Delivered. Then the shipment will be removed from the Order List page after it’s marked as delivered. 

Marking a shipment as Undelivered

1. To mark a shipment as undelivered, tap on the Report Issue Icon (!) located at the bottom right side of the screen.

2. Select the appropriate reason for marking the shipment as Undelivered.

3. Once the reason is selected, tap on Yes, Mark as Undelivered to confirm the action. The shipment will then be removed from the Order List page after it’s marked as Undelivered. 

Rescheduling th​​​​​e shipment 

1. In the web app, you will see the list of pending orders.

2. Click on the shipment that you want to reschedule.

3. Click on the Action button.

4. Select the Reschedule Order option.

5. Choose the appropriate reschedule issue code and select the new reschedule date.

6. Click on the Reschedule Order button to confirm your selection.

Blocked and Pending Cancellation Shipments

Some shipments may not be eligible for delivery and the status cannot be updated via the Web App due to the following reasons:

• Pending Cancellation - These are shipments where the customer requested cancellation of the shipment via the noon.com website or the noon app.

• Blocked Shipment - These are shipments blocked by noon for a specific reason (Payment not successful, negative wallet balance, etc.). These reasons will be mentioned in the Web app as shown below:

Enabling OTP 

Enabling OTP (One-Time Password) for deliveries is a key measure to ensure secure transactions and protect sellers from any potential customer disputes. Sellers are highly encouraged to always enable OTP for all deliveries, as it adds an extra layer of verification and helps prevent misunderstandings.

- Log in to Seller Lab. 

- Click on Fulfilled by Partner.

- Select Direct Delivery Shipments.

- On the upper right side, click on OTP Preferences.

- A popup will appear to enable or disable the OTP and click Save Changes.

That’s it!

 Got questions?

Reach out to seller@noon.com