Clickgo’s role & courier responsibilities
Clickgo is a technology intermediary and logistics aggregator. Physical pickup, transit and delivery are performed by the assigned courier partner. Carrier serviceability and operational terms apply. Clickgo coordinates shipping and claims; it is not the physical carrier. The specific Clickgo lost-shipment compensation rule below is separate from the carrier’s own liability limits.
Packaging, declarations & handover
Merchants must use suitable packaging and provide accurate contents, order value, weight, dimensions and recipient details. Retain invoice, label, manifest and pickup or handover proof. Do not dispatch a parcel with an incomplete address or ship prohibited, hazardous, restricted, counterfeit or illegal items.
Pickup, transit & delivery estimates
Pickup and delivery estimates depend on courier capacity, serviceability, holidays and local conditions. Tracking reflects available carrier updates and can arrive late. A missed estimate or missing scan alone does not establish a shipment as lost. Report prolonged non-movement with the AWB so it can be investigated.
Freight, weight & return charges
Freight is calculated using chargeable weight, zone, service mode and applicable COD charges. Courier re-weighing can produce additional charges under the Terms & Conditions. Undelivered or refused parcels may incur return freight and other carrier charges; return-to-origin is not automatically refundable.
Confirmed lost shipments · 40% compensation
For a shipment confirmed lost after investigation, Clickgo’s lost-shipment compensation is 40% of the verified order total, including applicable charges recorded in that total, not just the product invoice value or shipping charges.
For example, a verified order total of ₹1,000 qualifies for ₹400 compensation once the lost-shipment claim is approved. A delayed shipment is not automatically a lost shipment.
Provide the AWB, order record, invoice, pickup or handover proof and supporting shipment evidence. Raise claims within 15 days of the last carrier scan, as set out in the Terms & Conditions. Clickgo coordinates the investigation with the courier and communicates the claim decision and settlement details.
The same loss cannot be reimbursed twice. Any prior refund, carrier settlement or later parcel recovery must be disclosed and reconciled. Damage claims are assessed separately under the applicable courier policy; the 40% lost-shipment rule does not automatically apply to damage.
COD collection & reconciliation
Courier partners collect COD and Clickgo reconciles eligible remittances to the merchant’s registered bank account under the Terms & Conditions. Outstanding freight, commission, weight adjustments and other dues may be deducted. A COD collection or remittance dispute is investigated separately from a lost-shipment claim.
Delivery exceptions & customer returns
Respond to delivery exceptions with accurate instructions and valid contact details. Reattempts and reverse pickups depend on the courier’s service. Merchants remain responsible for their customer return and product refund policies; Clickgo facilitates the logistics leg only.
Questions or claims
Contact Clickgo with your order number, AWB and supporting documents. Never send passwords, access tokens or full card details.