CourierCop Help
Understanding findings
A finding is a shipment where the courier billed more than your rate card says it should. Find them in Money to recover, on the Findings tab.
How a finding is made
For each billed shipment, CourierCop works out what it should have cost: the weight (from your products and boxes), the zone (from the pickup and delivery pincodes), and the price (from the rate card in force on the ship date). It then compares that with what you were billed.
A small difference is ignored. The difference must be above the tolerance, which is fixed at ₹2 or 1% of the expected cost, whichever is higher. Bills lower than expected are shown as "Under-billed", for your information only.
Each shipment ends up as one of: Above rate card, Within tolerance, Under-billed or Not checked.
The reasons
A finding can have one or more reasons. The amounts of the reasons add up to the difference. Open a finding and read Reasons and Why? How we worked it out.
| Reason shown | What it means |
|---|---|
| Charge billed more than once | Duplicate. The same charge appears twice for a shipment, or the shipment is on more than one bill. |
| Forward rate above your rate card | The delivery charge is higher than your card says for that weight and zone. |
| Billed zone differs from yours | Zone. The courier used a more expensive zone than the one your pincodes and rate card give. |
| Billed weight above expected | Weight. The courier billed a higher chargeable weight than we expect from your product weights, box and volumetric weight. |
| Charged but never picked up | You were billed for a shipment that was not picked up. |
| RTO charged on a delivered shipment | A return charge on a parcel that was delivered. |
| RTO charge above your rate card | The return charge is higher than your card allows. |
| COD fee not reversed on RTO | The parcel came back, but the COD fee was still charged. Your card says it should be reversed. |
| NDR fees beyond your contract | More failed-delivery-attempt fees than your contract allows. |
| Billed for a shipment not in your store | Not your shipment. The AWB on the bill matches no shipment from your Shopify store. It is listed for you to review. |
| COD fee on a prepaid order | A COD fee was charged although the order was paid online. |
| COD fee above your rate card | The COD fee is higher than your card says. |
| Charge type not on your rate card | The bill has a charge that your card has no price for. |
| Other differences | The part of the difference that the reasons above do not explain. |
| Total doesn't match your rate card | The total is higher, but no single cause could be found. Review it by hand. |
Confidence
- High confidence - all inputs are known and the rate card is verified. Best for a claim.
- Review - something is not certain, for example the rate card is not verified, the zone was worked out by us, or the product weight is missing. Check first.
- Watch - the difference is below ₹10.
"Review: product weight missing" means a weight is guessed. Add real weights on Setup → SKU weights and the finding is rechecked.
The tabs
| Tab | What is in it |
|---|---|
| Claim-ready | Findings of ₹10 or more that you confirmed, or high-confidence findings on a verified rate card, with time left to claim. Findings already on a claim are on the Claims tab. |
| Needs review | Check the bill, then choose Confirm. |
| Watch | Differences under ₹10. |
| In claims not sent | On a draft or ready claim. Open Money to recover → Claims to send it. |
| Claimed | On a claim sent to the courier. |
| Won / Lost | The courier's answer. |
| Dismissed | Findings you set aside. |
Statuses
A finding has one status.
- New - found, no claim yet.
- Confirmed - you checked it, or we confirmed it for you. No claim sent yet.
- Claimed - on a claim that was submitted and is waiting for the courier.
- Won - the courier approved the full amount, or credited it back.
- Partly won - the courier approved or credited only part.
- Lost - the courier rejected the claim and nothing was credited.
- Dismissed - you set it aside. This is the only status you set yourself. The rest follow your claims and credits.
Click Confirm on a finding when you have checked it. You can take it back with More actions → Remove confirmation.
Not checked
Some shipments cannot be checked. The finding says why:
- Before install - shipped before the app could see your orders.
- Over plan limit - over the shipments your plan checks each month. We check up to 110% of your limit; the rest show 'Not checked: over plan limit'. Upgrade and they are checked. On Scale, contact us for a higher limit.
- Unknown status - the bill has a delivery status we don't know yet. Map it once on the bill page and we check the bill again. Common ones such as RTO, Returned, RTS and Undelivered are read without a mapping.
- Unusual value - a bill line that looks like a typo: charged weight over 30 kg, a total over ₹5,000, or more than 10 times the expected cost. It isn't checked, so it isn't in your findings or checked totals. Check it, and click Count it anyway if it's right.
- No rate card - add one under Setup.
- Currency mismatch, Zone unknown, Weight unknown, No price, Weight or size too large - data or rates are missing for that shipment.
What you can do on a finding
- Confirm, then Create claim (Starter plan and above). High-confidence findings are confirmed for you, and on Starter and above added to a draft claim. See Claims.
- Download evidence PDF (Starter plan and above) - shows how we worked out the difference, to send the courier.
- More actions → Copy dispute text (Starter plan and above) - a ready-written message to paste into an email or the courier's portal.
- Dismiss - choose a reason: Provider is right, My rate card was wrong, Shopify weight was wrong, Already credited, or Other (add a note). A dismissed finding leaves your open findings. Use Restore to bring it back.
If a finding says "My rate card was wrong", fix the rate card. See Couriers and rate cards. Findings are recalculated by themselves a few seconds after a rate card, setting or product change.