Platform Overview - Getting Started
Everything you need to know to start using Velocity Shipping
Table of Contents
- What is Velocity Shipping?
- Key Concepts & Terminology
- Dashboard Navigation
- Account Setup Checklist
- How Shipping Works End-to-End
- Common Questions
1. What is Velocity Shipping?
Q: What does Velocity Shipping do?
A: Velocity Shipping is a multi-carrier shipping aggregation platform that helps e-commerce businesses:
- Book shipments across multiple carriers from a single dashboard
- Automate carrier selection using intelligent shipping rules
- Track all shipments in one place regardless of carrier
- Reduce RTO (Return to Origin) with AI-powered customer communication
- Manage COD collections and billing automatically
Q: Who is Velocity Shipping for?
A: Velocity Shipping is designed for:
- D2C (Direct-to-Consumer) brands selling online
- E-commerce businesses on Shopify, WooCommerce, or other platforms
- Businesses shipping high volumes of orders across India
- Sellers looking to reduce RTO rates and improve delivery success
2. Key Concepts & Terminology
Q: What do common shipping terms mean?
| Term | Full Form | Meaning |
|---|---|---|
| AWB | Air Waybill | The unique tracking number assigned to each shipment |
| RTO | Return to Origin | When a shipment is returned back to the seller |
| NDR | Non-Delivery Report | A report raised when a delivery attempt fails |
| COD | Cash on Delivery | Payment collected by carrier at delivery |
| Prepaid | — | Order paid online before delivery |
| Manifest | — | The act of booking a shipment with a carrier |
| 3PL | Third-Party Logistics | The carrier/courier company (e.g., Delhivery, BlueDart) |
| Forward Shipment | — | Package going from seller to buyer |
| Reverse Shipment | — | Package being returned from buyer to seller |
| SDD / NDD | Same/Next Day Delivery | Expedited delivery services |
| VAS | Value Added Services | Premium features like AI calling, WhatsApp notifications |
| KAM | Key Account Manager | Your dedicated Velocity account manager |
| HP Mode | High Performance Mode | Carrier restricted to its best-performing pincodes |
Q: What is the difference between an Order and a Shipment?
| Order | Shipment | |
|---|---|---|
| What it is | Customer's purchase | Physical package booked with a carrier |
| When created | When synced from store / created manually | When you click "Manifest" |
| Has AWB? | No | Yes |
| Trackable? | No | Yes |
3. Dashboard Navigation
Q: What are the main sections of the Velocity Shipping dashboard?
| Section | What You Can Do |
|---|---|
| Orders | View all orders, create shipments, filter by status |
| Shipments | Track all manifested shipments, view AWBs |
| NDR Panel | Manage failed deliveries, request reattempts |
| Payments | Manage wallet, view invoices, track COD settlements |
| Reports | Download shipment data, schedule automated reports |
| Settings | Configure warehouses, shipping rules, automations, integrations |
| Tools | Check pincode serviceability, bulk operations |
| AI Agents | View automation call history and outcomes |
Q: Where do I go to create a shipment?
A: Go to Orders, find the order, and click Manifest. You can also:
- Manifest multiple orders at once via Bulk Manifest
- Let orders auto-manifest from your Shopify/WooCommerce store
4. Account Setup Checklist
Q: What do I need to set up before I can start shipping?
| Step | What to Do | Where |
|---|---|---|
| 1. Add Warehouse | Add your pickup address | Settings → Warehouses |
| 2. Configure Billing | Choose Prepaid / Postpaid / COD Offset | Set during onboarding |
| 3. Add GST | Enter your GSTIN | Settings → GST |
| 4. Connect Store | Link Shopify, WooCommerce, etc. | Settings → Integrations |
| 5. Configure Carriers | Enable carriers and set shipping rules | Shipping Rules → Courier Selection |
| 6. Recharge Wallet | Add funds (prepaid accounts) | Payments → Wallet |
| 7. Test a Shipment | Create a test order and manifest it | Orders |
Q: How do I add my first warehouse?
A:
- Go to Settings → Warehouses
- Click Add New Warehouse
- Fill in the warehouse name, full address, pincode, city, state, and contact details
- Mark as Default Pickup if this is your primary location
- Optionally set a separate RTO Address for returns
- Save — carrier activation takes 24–48 hours
See Warehouse Management for full details.
5. How Shipping Works End-to-End
Q: What is the end-to-end shipping flow?
Order arrives (store sync / manual / API)
↓
Velocity applies Shipping Rules → selects carrier
↓
Shipment manifested with carrier → AWB generated
↓
Carrier picks up from your warehouse
↓
Package in transit (tracking updates in real-time)
↓
Delivered ✓ OR Delivery failed → NDR raised
↓
Reattempt requested / RTO initiated
Q: What happens when a delivery fails?
A:
- Carrier raises an NDR (Non-Delivery Report)
- It appears in your NDR Panel
- If automation is enabled, Velocity contacts the customer via WhatsApp/AI Call
- Customer confirms reattempt or provides a new address
- If all attempts fail, shipment is returned (RTO)
6. Common Questions
Q: My store is connected but orders aren't syncing. What should I check?
A:
- Integration status — Go to Settings → Integrations, verify it shows green/active
- Sync settings — Confirm which order statuses trigger sync
- Order age — Some integrations only sync orders placed after the connection date
- Re-authenticate — If the connection was recently disrupted, reconnect the store
- Contact support if orders still aren't syncing after checking the above
Q: I can see my orders but I can't manifest them. Why?
A: Common reasons:
- Zero wallet balance (prepaid accounts) — Recharge in Payments → Wallet
- No carriers enabled — Enable carriers in Shipping Rules → Courier Selection
- No shipping rule configured — Ensure at least a Default Rule exists
- Account not fully activated — Contact your KAM or support
Q: What do the order statuses mean?
| Status | Meaning |
|---|---|
| Order Created | In Velocity, not yet manifested |
| Processing | Shipment request sent to carrier, awaiting AWB |
| Manifested | AWB assigned, confirmed with carrier |
| Pickup Pending | Waiting for carrier to collect |
| In Transit | Package en route to customer |
| Out for Delivery | With delivery agent today |
| Delivered | Successfully delivered ✓ |
| Undelivered | Delivery attempt failed — check NDR Panel |
| RTO Initiated | Return process started |
| RTO Delivered | Returned to your warehouse |
For full status reference, see Tracking & Order Status.
Q: Can multiple users access my Velocity account?
A: Yes. You can create sub-users with different roles. See Authentication & Access for details.
Need Help?
- Email: support@velocity.in
- Live Chat: Click the chat icon in your dashboard
- Account Manager: For onboarding and account setup help