📦 Kisanio Vendor Shipping Policy

Kisanio Agritech Private Limited Effective: May 2026 | Version: 1.0

Trusted Digital Platform for Agriculture, Horticulture, Aquaculture & Livestock Care.

📌 Document Overview

1. Vendor Shipping Responsibilities

2. Logistics Partners & Pickup Process

3. Packaging Standards (Category-Wise)

4. Dispatch Timelines & SLAs

5. Delivery Zones & Rate Card

6. Non-delivery & Returns from Transit

7. Restricted & Hazardous Products

8. Vendor Shipping Penalties

9. Shipping Support & Escalation

📄 SECTION 1: Overview & Vendor Responsibilities

Why This Policy Matters

Shipping is the final and most critical step in a farmer's buying experience. Late dispatch, poor packaging, and wrong products destroy buyer trust — and hurt every vendor on the platform. Kisanio's shipping policy ensures every farmer across Telangana and AP receives their order on time, in perfect condition, with complete accuracy.

📋 Vendor Shipping Responsibilities

As a vendor on Kisanio, you are responsible for the following shipping-related tasks:

Before Dispatch

• Verify the correct product and quantity against the order.

• Check manufacturing date and expiry date before packing.

• Pack securely as per Kisanio packaging standards (Section 3).

• Attach the system-generated shipping label (do NOT handwrite).

After Dispatch

• Update the seller dashboard immediately after handover to courier.

• Enter the AWB/tracking number within 2 hours of dispatch.

• Respond to buyer/Kisanio queries within 4 hours on business days.

• Resolve delivery disputes within 48 hours of escalation.

• ⚠️ Mandatory Compliance Rules:

• NEVER dispatch a product that differs from what is listed — even if the substitute is 'equivalent'.

• NEVER dispatch expired, damaged, or tampered products under any circumstance.

• NEVER share buyer contact details with any third party.

• NEVER arrange cash collection from buyer outside the Kisanio platform.

• Always use the Kisanio-generated invoice — do not create separate invoices.

🚚 SECTION 2: Logistics Partners & Pickup Process

Official Logistics Partners

💡 Important Note: Kisanio integrates directly with Shiprocket and Delhivery. You do NOT need a separate account with these couriers. All bookings, pickups, and tracking are managed from your Kisanio Seller Dashboard.

📦 Pickup Process — Step by Step

[ Step 1: Accept Order ] ──> [ Step 2: Generate Label ] ──> [ Step 3: Pack Product ]
                                                                     │
[ Step 6: Update Dashboard ] <── [ Step 5: Hand Over ] <── [ Step 4: Schedule Pickup ]

1. STEP 1: Accept the Order

   • Log in to Seller Dashboard → Orders → New Orders.

   • Click 'Accept Order' within 4 hours of receiving the notification.

   • If you cannot fulfill (genuine stock-out only), click 'Reject' with reason.

2. STEP 2: Generate Shipping Label

   • Go to accepted order → Click 'Generate Shipping Label'.

   • Shiprocket label is auto-generated — print or save as PDF.

   • Label includes: buyer address, AWB number, barcode, product weight.

3. STEP 3: Pack the Product

   • Follow Kisanio packaging standards (see Section 3).

   • Stick or tape the printed shipping label on the outermost package.

   • Do NOT write on the shipping label — use it exactly as printed.

4. STEP 4: Schedule Pickup

   • Dashboard → Order → 'Schedule Pickup' → Select pickup date & slot.

   • Shiprocket executive will arrive at your registered address in the chosen slot.

   • Pickup slots: Morning (9 AM–12 PM), Afternoon (12 PM–4 PM), Evening (4 PM–7 PM).

5. STEP 5: Hand Over to Courier

   • Hand the packed parcel to the Shiprocket executive.

   • Collect the pickup receipt (physical or digital) — keep it for your records.

   • AWB number is now live — tracking starts immediately.

6. STEP 6: Update Dashboard

   • Dashboard auto-updates when Shiprocket scans the package.

   • If using own delivery (metro only) — manually enter tracking/challan number.

   • Buyer receives automated WhatsApp + SMS with tracking link.

🧪 SECTION 3: Packaging Standards

📢 Why Packaging Standards Matter

60% of all buyer complaints on agri platforms relate to damaged or leaking shipments. Proper packaging protects your products, prevents returns, preserves your vendor rating, and reduces your cost of replacements.

Category-Wise Packaging Rules

🧪 Liquid Pesticides, Tonics & Liquid Fertilizers

• Primary seal: Original manufacturer cap must be intact — never open or transfer.

• Secondary seal: Wrap bottle in bubble wrap (minimum 2 layers).

• Leak protection: Place in double-sealed zip-lock polythene bag before boxing.

• Outer box: Corrugated cardboard box — minimum 3-ply.

• Mark the outer box clearly: 'LIQUID — HANDLE WITH CARE — THIS SIDE UP'.

• Multiple bottles: Separate each bottle with cardboard dividers inside the box.

🌱 Seeds — All Types

• Use original manufacturer sealed packaging only — no repacking.

• If original pack is open (bulk purchase from mfr), use food-grade moisture-proof poly bag, heat-sealed.

• Outer layer: Brown kraft paper bag or corrugated box for protection.

• Keep away from direct sunlight and moisture during storage before pickup.

• Label must show: Seed variety, lot number, germination %, net weight, expiry date.

🪨 Fertilizers — Granular & Powder

• Factory-sealed bags (25 kg, 50 kg): Ship as-is — do NOT repack, cut, or reseal.

• Small quantity packs (1–5 kg): Use thick HDPE bags, double-stitched or heat-sealed.

• Outer wrapping: Stretch wrap (cling film) around entire bag to prevent moisture.

• For multiple bags: Stack on a pallet if above 100 kg, tie with PP strapping.

• Dust-proof the outer carton or wrap with stretch film before label attachment.

🚜 Agricultural Equipment & Tools

• Wrap each item individually in bubble wrap — minimum 3 layers for metal parts.

• Place foam sheet (minimum 1 cm thick) at bottom, sides, and top of outer carton.

• Use double-wall corrugated box for items above 5 kg.

• Loose parts/accessories: Seal in separate zip-lock bags inside the main box.

• Paste 'FRAGILE' sticker on all 4 vertical sides of the box + top.

🧬 Animal Care, Veterinary Medicines & Vaccines

• Medicines: Original sealed packaging only — check expiry before packing.

• Vaccines requiring cold chain: Ship ONLY via Delhivery Cold Chain service — contact vendor team before listing cold-chain products.

• Liquid vials: Bubble wrap + foam insert in corrugated box.

• Powder sachets: Resealable poly pouch inside cardboard box.

• Vaccines requiring temperature control (2–8°C): Use insulated thermocol box with ice packs. Mark: 'KEEP COOL — DO NOT FREEZE'.

🦐 Aquaculture Supplies & Fish Feed

• Fish feed bags: Original sealed packaging — wrap with stretch film for moisture protection.

• Liquid aqua chemicals: Same as liquid pesticide standards — double bag + corrugated box.

• Aeration equipment: Bubble wrap + foam + double-wall corrugated.

• Powder supplements: Moisture-proof poly bag + corrugated box with silica gel packet.

🏷️ Mandatory Label Requirements on Every Package

Every package dispatched from Kisanio vendors MUST have all of the following clearly visible:

1. Kisanio system-generated shipping label (printed — not handwritten).

2. Vendor name and address (From address on shipping label).

3. Buyer name and complete delivery address including village, mandal, district, and pincode.

4. Product name and quantity (on inner packaging or packing slip inside).

5. Gross weight and dimensions (auto-filled in Shiprocket dashboard).

6. For regulated products: License number, batch number, manufacturing date, expiry date.

7. Warning stickers where applicable: FRAGILE / LIQUID / KEEP COOL / HAZARDOUS.

⏱️ SECTION 4: Dispatch SLAs & Delivery Zones

Dispatch SLA by Order Type

SLA Clock Definition

• The SLA clock starts from the moment the buyer places the order and Kisanio confirms it to you (via WhatsApp/SMS/Dashboard notification).

• Business days count: Monday to Saturday, 8 AM to 8 PM. Orders received after 8 PM are considered received at 8 AM the next business day.

• Public holidays: SLA paused for nationally declared public holidays.

🗺️ Delivery Zones & Expected Transit Time

💰 Shipping Cost — Who Pays What?

Kisanio operates a subsidized shipping model to encourage farmer purchases:

• Below ₹299 Order Value: Buyer pays ₹60 shipping fee | Vendor Bears Nothing (fully buyer paid).

• ₹299 to ₹498 Order Value: Buyer pays ₹40 shipping fee | Vendor Bears Nothing (fully buyer paid).

• ₹499 and Above Order Value: Fee as per order size | Kisanio absorbs cost.

• Bulk/Institutional (>₹10,000): Fee as per order size | Kisanio absorbs cost.

💡 Note for Vendors: Vendors do NOT pay any shipping charges directly to Kisanio or to Shiprocket/Delhivery. Shipping is managed via Kisanio's master agreement with logistics partners. The cost is accounted for within the commission structure.

🔄 SECTION 5: Non-Delivery, Returns & Restricted Products

What Happens When Delivery Fails?

Shiprocket/Delhivery make up to 3 delivery attempts at the buyer's address before marking an order as 'Undeliverable'.

• Buyer Not Available (all 3 attempts): Package returned to vendor hub. Vendor re-dispatches after confirming new delivery date with buyer. No penalty on vendor for first occurrence.

• Wrong Address Provided by Buyer: Re-delivery attempted at corrected address. If address is uncorrectable, order cancelled with full refund to buyer. Vendor compensated for product cost minus shipping charges.

• Wrong Address Due to Vendor Error: Full re-shipping cost borne by vendor. If product is lost in transit due to wrong address, vendor is fully liable. Kisanio will deduct equivalent amount from next settlement.

• Package Damaged in Transit: Shiprocket/Delhivery cover transit insurance for properly packed parcels. Vendor must file claim via Kisanio vendor support within 48 hours. Vendor NOT liable if packaging standards were followed.

• Package Lost in Transit: Kisanio initiates courier claim on behalf of vendor. Buyer refunded immediately. Vendor compensated from courier claim settlement (typically 7–14 business days).

↩️ Return to Origin (RTO) Policy

• When a package is returned to origin (your address), you will receive a WhatsApp notification.

• RTO packages will be delivered to your registered business address within 5–7 business days of the final failed delivery attempt.

• Inspect the returned package immediately — take photos if packaging is damaged.

• Raise any damage claim within 24 hours of RTO receipt via vendor support.

• For COD orders that were refused at delivery: Kisanio does NOT charge the buyer — vendor receives no payment for refused COD orders.

🚫 Products NOT Allowed on Kisanio

• Banned pesticides under Schedule I of the Insecticides Act 1968 (e.g., Aldrin, Chlordane, DDT, Endrin).

• Adulterated or counterfeit seeds, fertilizers, or pesticides.

• Veterinary medicines without valid drug license.

• Products with expired manufacturing date or past use-by date.

• Pesticides not registered under CIBRC (Central Insecticides Board and Registration Committee).

• Genetically modified (GM) seeds without GEAC approval.

• Animal feed containing banned substances under FSSAI or PFA Act.

⚡ Restricted Products (Special Approval Required)

⚠️ Before Listing Restricted Products: Contact the Kisanio Vendor Compliance Team at [email protected] BEFORE listing any restricted product. Unapproved listing of restricted products will result in immediate removal and a 30-day account suspension for the first offense, and a permanent ban for repeat offenses.

💸 SECTION 6: Penalties, Support & Escalation

Purpose of Penalties

Penalties are not punitive — they protect farmers who depend on timely delivery of seeds and agri inputs during critical sowing windows. Vendors who consistently perform well have zero penalties.

Violation & Penalty Structure

• Late Dispatch (Standard — beyond 48 hrs): 1% of order value per day (capped at 10% of order value. Auto-deducted from settlement).

• Late Dispatch (Express — beyond 12 hrs): 2% + review flag (3 express violations = temporary suspension of express delivery privilege).

• Wrong Product Dispatched: Full replacement + ₹150 handling fee (Vendor bears full cost of return, replacement, and re-shipping).

• Packaging Non-Compliance (causing damage): Full replacement cost (Vendor liable for all replacement and re-shipping costs).

• Order Cancellation by Vendor (non-stock reason): ₹100 flat + 1% of value (More than 3 cancellations/month triggers account review).

• Shipping Label Not Updated (>2 hrs after dispatch): Warning (1st), ₹50 penalty (2nd+) (3 warnings = 7-day dashboard suspension).

• Listing/Dispatching Expired Products: Account suspension (Immediate permanent removal. Full refund borne by vendor).

• Dispatching Prohibited/Restricted Products without Approval: Permanent ban (No appeal. Legal action may follow under applicable Indian law).

🏅 Good Performance Rewards

Vendors who consistently deliver on time and maintain high buyer ratings earn:

• Featured placement on Kisanio homepage and category pages (increased visibility).

• 'Verified Top Seller' badge on product listings.

• Priority access to new seasonal campaigns and Kharif/Rabi promotional slots.

• Reduced commission rate (0.5–1% reduction) for vendors with ratings above 4.5 stars for 3 consecutive months.

• Dedicated vendor relationship manager for accounts with monthly GMV above ₹50,000.

8. Shipping Support & Escalation Process

Contact Points for Shipping Queries

• Pickup not scheduled / delayed: WhatsApp: +91 7095602964 (Within 2 hours during business hours)

• Tracking number not updating: [email protected] (Within 3 hours)

• Package lost / damaged in transit: [email protected] (Within 4 hours — urgent priority)

• RTO package received / damaged: [email protected] (Within 24 hours of RTO receipt)

• Penalty dispute / settlement query: [email protected] (Within 2 business days)

• Restricted product / approval request: [email protected] (Within 2 business days)

🔺 Escalation Matrix

If your issue is not resolved within the stated response time, escalate sequentially:

• L1 STEP: First Contact — Vendor Support

  • WhatsApp: +91 7095602964 or [email protected]

  • Response expected: 2–4 hours on business days

  • Include: Vendor ID, Order Number, clear description of the issue.

• L2 STEP: Escalation — Vendor Success Manager

  • Email: [email protected] — Subject: ESCALATION — [Vendor ID] — [Issue]

  • Triggered if L1 is not resolved within 8 hours. Response expected: Within 1 business day.

• L3 STEP: Final Escalation — Vendor Relations Head

  • Email: [email protected] — Use only for unresolved L2 cases.

  • Triggered if L2 is not resolved within 2 business days. All escalations at this level are reviewed personally by Kisanio management.

📋 Quick Reference — Vendor Shipping Checklist

Before every single dispatch, verify this list:

• [ ] Correct product and quantity verified against the order.

• [ ] Manufacturing date and expiry date checked — product is within valid date.

• [ ] Product packed as per Kisanio packaging standards for its category.

• [ ] Kisanio-generated shipping label printed and securely attached to outer packaging.

• [ ] Appropriate warning stickers applied (FRAGILE / LIQUID / KEEP COOL if needed).

• [ ] Gross weight entered correctly in seller dashboard before generating label.

• [ ] Pickup scheduled in Shiprocket dashboard (or own delivery arranged for metro).

• [ ] Seller dashboard updated with AWB/tracking number within 2 hours of dispatch.

• [ ] Invoice copy placed inside the package (buyer's copy).

• [ ] Pickup receipt retained at your end for record documentation.

💡 Remember: A farmer who orders paddy seeds or pesticides from Kisanio is often working against a narrow sowing window of a few days. Your timely dispatch directly impacts their crop — and their livelihood. Treat every Kisanio order as if it were your most important customer. Because for that farmer, it is.