Directship Express operations playbook: Daily running & support guide
This guide is designed to help you smoothly run your day-to-day express orders, maintain your performance metrics, manage your warehouse schedule, and easily get support when unexpected issues arise.
Part 1: The Daily Flow
Every express operational day revolves around a simple, consistent routine:
Receiving Orders: Incoming express orders are placed throughout the day. Orders received after your daily cutoff time automatically roll over to the next day.
Packing: You pick and pack orders within your assigned processing time, strictly using noon packaging materials.
Creating Shipments: You process the shipment for the day's orders before your cutoff time.
Handing Over: You hand over the items to noon as per your preferred handover preference (Pickup or Drop-off).
Crucial Rule: Always create the shipment before the cutoff time. It serves as your daily proof that items were packed on time and protects you during disputes if a delivery agent misses a pickup.
Handover Modes
1. Pickup Mode
How it works: A noon Delivery Agent (DA) collects packed orders from your warehouse during your dedicated handover window. Your adherence rate depends on completing handovers on time.
Best Practices:
Create the shipment and keep it ready for collection before the agent arrives, not while the agent is waiting.
Once the DA is at your warehouse, generate your handover manifest for smooth operations.
Immediately document the details (time, agent details, reason) on the same day if a DA fails to show up or refuses packages.
2. Drop-Off Mode
How it works: You bring your packed orders directly to your assigned noon drop point before the cutoff time. Adherence depends on dropping off orders on time.
Best Practices:
Create the shipment as soon as possible to leave extra transit time to reach the hub.
Document the details immediately if a hub refuses your shipment.
Handling Bulky Items
Bulky items follow distinct cutoff and handover schedules compared to standard items. If you handle both, monitor two separate timelines by checking your exact warehouse times in Seller Lab.
Part 2: Managing Your Availability
Your Express Tag shows buyers your real-time availability. Here is how to manage your operational levers effectively:
1. Daily Order Capacity
How it works: Set a cap on maximum express orders per day. If orders hit this threshold, your express tag pauses automatically until the next cutoff, preventing unmanageable volumes.
How to update: If you consistently reach your capacity, you can increase it yourself at any time under the Directship tab in Seller Lab.
2. Weekly Off Days
How it works: Your primary weekly off days (up to 2 days) pause the express tag automatically.
Adding an off day: Go to your warehouse settings in Seller Lab to add an off day directly.
Removing or changing off days: Requires submitting a support ticket (subject to logistics validation for pickup warehouses). Changes take effect the following Monday.
3. Public Holidays
How it works: Announced public holidays are applied to all express warehouses by default—no manual setup is required to take the day off.
Working on a holiday: If you prefer to stay open, manually remove the holiday in Seller Lab before the communicated cutoff date, which is sent via an email communication. Note: Once the cutoff passes, settings cannot be changed.
4. Custom Holidays
How it works: If you need specific days off outside of official public holidays, set a custom holiday in Seller Lab.
Submission window: Submit the request before the previous day's order cutoff for immediate effect.
How the Express tag behaves before any holiday: The express tag automatically turns off one day before your holiday, right after the order cutoff. This prevents promising orders that would fall on your day off. The tag turns back on automatically once the holiday ends.
Part 3: Returns & Failed Deliveries
Returns and failed express deliveries follow the standard Fulfilled by Partner (FBP) return policies and procedures. Refer to the standard FBP returns guide for full operational details.
Part 4: Getting Help & Dispute Resolution
Disputing an Adherence Incident
If you missed a handover due to issues beyond your control, submit a ticket to request a review and have that day excluded from your performance metrics.
Common Ticket Categories:
DA did not arrive for pickup
DA arrived late
DA refused pickup
DA picked up orders partially
noon packaging material issues
noon system/technical issues
Hub refused shipment/drop-off
External disruptions (e.g., severe weather)
Something else
Mandatory Details for Dispute Claims:
To avoid ticket processing delays, always provide:
Warehouse Code where the incident occurred.
Incident Date corresponding to a recorded performance miss.
Clear Details: What happened, when it happened, and what actions you took.
Shipment Proof: Your shipment must be generated before the daily cutoff time. Claims without a pre-cutoff shipment generation will be rejected.
Handling misses on your side
If an operational failure was internal (e.g., staffing issues or inventory shortages), submit a Seller Unable to Fulfill Order ticket.
Requirement: You must submit a detailed Plan of Action (POA) clearly explaining the root cause and specific steps you are implementing to prevent future recurrences.
Changing Warehouse Settings Matrix
Warehouse Status: "Deactivated by noon"
If your warehouse card displays "Deactivated by noon", your express features are paused at the account level. Reply to the email from noon that highlights why your warehouse is deactivated.
General Tips for any Support ticket you raise.
Always include relevant Order IDs, Shipment numbers, and exact dates in ticket submissions.
Keep your Account Manager updated on complex cases so they can monitor progress.
That’s it!
Got questions?
Contact us at seller@noon.com