Frequently Asked Questions
Offline or failed evidence can create disputes. Koovira needs the partner to keep the delivery status honest so support can resolve without false delivered or false failed attempts.
- Retry app/browser connection.
- Check camera permission.
- Ask receiver to retry secure link.
- Contact support if OTP is locked or expired.
- Use failed attempt only with correct reason.
Fake delivery attempts damage customer trust and merchant reputation. Koovira keeps delivery logs and evidence so repeated manipulation can be reviewed by support and padmin.
- Use the correct failed reason.
- Add clear notes if customer is unavailable.
- Do not mark failed without visiting the location.
- Respond to support verification if disputed.
Fake COD and high RTO damage merchant margins. Koovira is designed to make delivery attempts auditable, reduce blind dispatch decisions, and give merchants better context before accepting repeat-risk orders.
- Check buyer and order risk indicators.
- Use prepaid or protected payment where risk is high.
- Track failed attempts and NDR reasons.
- Escalate repeated fake delivery or fake COD patterns.
Courier delays and false delivery attempts often hurt the merchant even when the merchant shipped on time. Koovira separates commercial order status from courier execution logs and gives support/padmin an audit trail for escalation.
- Open shipment tracking from merchant delivery pages.
- Check AWB, webhook events, NDR, and delivery order status.
- Raise courier escalation if tracking and customer experience conflict.
Ecommerce may require owner unboxing and return evidence. Food and quick delivery need faster proof, delivery tracking, rider accountability, and issue reporting suitable to perishable orders. Courier and hyperlocal both feed the common evidence and status model.
- Select the correct delivery option for the order.
- Use hyperlocal for serviceable quick delivery.
- Use courier for regular or long-distance delivery.
- Follow module-specific issue rules.
Courier integration failure should not break the common delivery lifecycle. The shipment adapter can fail while the commercial order still needs transparent status, support notes, and customer/merchant communication.
- Verify courier vendor credentials and serviceability.
- Check courier_shipments status and response_json.
- Run or inspect tracking sync/webhook logs.
- Switch vendor or book manually where policy allows.
- Update delivery status with clear notes.
If hyperlocal and courier flows behave differently, customers and merchants get contradictory support answers. Koovira uses adapters for transport execution but keeps trust and evidence rules centralized.
- Treat logistics_orders as hyperlocal execution.
- Treat courier_shipments as courier execution.
- Use delivery_orders and order status history as common lifecycle records.
- Apply module-specific exceptions only where policy requires.
Koovira intentionally does not send a blind SMS OTP for protected delivery. OTP display depends on secure link status, receiver type, evidence requirements, rate limits, retry count, and expiry rules.
- Verify order status is out_for_delivery or reached_customer_location.
- Check order_delivery_links status and expiry.
- Check required evidence types.
- Check otp_gen_count, otp_locked_at, and wrong attempts.
- Regenerate or escalate only through approved support controls.
AI moderation is an assistive risk layer, not a blind final decision. It can flag tampering, missing product indicators, suspicious behavior, duplicate media, or inconsistent claims for human review.
- Check AI moderation log status.
- Review evidence manually.
- Check buyer, merchant, and courier history.
- Add support notes.
- Escalate before settlement or refund override.
Authorized receiver mode is designed for family members, office staff, security desks, receptionists, or assistants. It keeps order ownership with the actual customer and prevents someone else from opening the package, confirming product condition, or raising refund claims without owner review.
- Use Authorize Someone Else when courier reaches your location.
- Enter receiver name, mobile, and relationship.
- Share the generated receiver link.
- Receiver confirms sealed parcel and generates OTP.
- Order owner later completes unboxing.
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