DirectShip Express - FAQs

DirectShip Express - FAQs

This article addresses frequently asked questions about DirectShip Express, an expedited version of the DirectShip model on Noon. Products under this model are marked with an express tag, indicating a faster fulfillment process.

1. How to create and manage a new warehouse on Seller Lab?

In order to have a clear step by step explanation of creating and managing the warehouse click on this article. This article gives you information about all the information you need to know about managing a warehouse.

2. How to add stock to the warehouse and make it active?

To understand how you can update your stock and link the offer to a given warehouse please refer to this article. This article shows how to update the stock both in single and in bulk upload.

3. How to order the packing material from Seller Lab?

The step to order the packing material are clearly explained in this article. You may also check out this video to have more clarity about the steps.

4. Should I be using Express packing materials while fulfilling DirectShip Express orders? What if the Express packing material is not available?

·         Once you are live on the DirectShip Express model, you will find Express-branded packing materials on the packing material page in Seller Lab.

·         It is recommended to use Express-branded packing for DirectShip Express orders. If it is not available, you can order and use DirectShip packing materials.

·         You can order Express packing materials once a week. If you need to increase this frequency, please send an email to seller@noon.com.

·         If you are selling non-sort items, you are required to order at least the QR code roll. For additional security of the product during the transit process, you may shrink-wrap the item. Please refer to this article for more details on packing guidelines.

5. How to switch between pickup and drop-off modes?

·         If your current handover preference is set to drop-off mode and you would like to switch to pick-up, please contact seller@noon.com for assistance. Please note that these changes cannot be made directly in the warehouse settings.

·         If your current handover preference is pick-up and you wish to change it to drop-off, you can do so directly from the warehouse settings.

6. Is it possible for my DirectShip Express tag to be removed?

The Express Tag may be removed under two circumstances:

1.      If your weighted average of handover adherence is less than 97% in the last 4 weeks.

2.      If your weighted average of seller cancellations is more than 2% in the last 4 weeks.

7. How can I get back the Express tag for my offers?

To get back the Express tag you must adhere to the following:

·         Your handover adherence must be more than 97%

·         Your overall cancellations should be less than 2%

Note: The handover adherence is calculated on a daily basis. So if you are handing over all the orders for the specific day it will considered as adhered to.

Let's understand this through some scenarios:

For AE & EG: The pickup cutoff time for UAE and EGY is 4 pm.

1. The shipments are created and handed over before 4 pm. This will not lead to drop in adherence.

2. The shipments are created before 4 pm and pickup is done after 4 pm but on the same day. This will not lead to drop in adherence.

3. The shipments are created after 4 pm and the pickup was not done the same day. This will lead to drop in adherence as this is a seller's fault.

4. The shipments are created before 4 pm but not picked up the same day. This will lead to drop in adherence unless a sufficient reason is provided by the logistics for non-adherence.

5. In adherence calculation, we only consider the orders that were ordered and confirmed before the cut off timeframe. 

For SA : The pickup cutoff time for KSA is 2 PM

1. The shipments are created and handed over before 2 pm. This will not lead to drop in adherence.

2. The shipments are created before 2 pm and pickup is done after 2 pm but on the same day. This will not lead to drop in adherence.

3. The shipments are created after 2 pm and the pickup was not done the same day. This will lead to drop in adherence as this is a seller's fault.

4. The shipments are created before 2 pm but not picked up the same day. This will lead to drop in adherence unless a sufficient reason is provided by the logistics for non-adherence.

5. In adherence calculation, we only consider the orders that were ordered and confirmed before the cut off timeframe. 

8. How can I process the orders I received on my new warehouse when the DS Express tag has not been added or was removed?

·         Pre-DS Express situation: The seller would process these orders like normal DirectShip orders from the new warehouse.

·         DS Express tag removed: If the seller looses the express tag due to performance issues, the seller would still fulfill the order on the basis of warehouse's processing time which is Same day.

9. I am a drop-off seller. How can I select my drop-off location?

You can make the selection in the Order Fulfillment and Handover setting for the warehouse. Please refer this article for more clarification.

10. I am currently fulfilling my order from DirectShip App. How can I change my fulfillment platform to web version?

You can make the selection in the Order Fulfillment and Handover setting for the warehouse. Please refer this article for more clarification.

11. I am facing the error "This warehouse is on DirectShip Web" while processing the order via APP. How can I fix this issue?

This error appear if your fulfillment platform is selected as Web. You can change this to mobile application by making the selection in the Order Fulfillment and Handover setting for the warehouse. Please refer this article for more clarification.

12. Will I still have an express tag during the week off or holidays?

a.                  For the seller who are on leave on Sunday: 

The seller would lose the express tag on Saturday after the cut-off time as there will be no pick up on Sunday. For orders received on Saturday after the cut off time the pickups will be done on Monday. 

b.      For the seller who are on leave on Friday: 

The seller would lose the express tag on Thursday after the cut-off time as there will be no pick up on Friday. For orders received on Thursday after the cut off time the pickups will be done on Saturday. 

c.       Public Holidays: 

The public holidays will be considered as leave for all sellers till we have the new seller-level management system available on the seller lab. The express tag would be taken off for these days. The first mile logistics team will be on leave on public holidays.

d.      Seller Holidays: 

Sellers can update their holidays via Seller Lab. The seller would lose the tag after the cut-off on the day before the marked holiday. Any orders placed before the holiday update have to be fulfilled by the seller before it’s breached.

13.Which areas are serviceable in Directship Express?

·         KSA - Only the warehouses in Riyadh and Jeddah can be part of DS Express.

·         UAE - Western Region in Abu Dhabi and Umm Al Quwain cannot be part of DS Express.

·         EGY- DS Express is available for both sort and non-sort items in Cairo, Giza, and Alexandria. For bulky items, DS Express is only available in Cairo and Giza.

14. When will my DS Express orders be picked? 

- If you have selected pickup as your handover preference all the orders placed by the customer before the  order cut-off time should be processed and kept ready for pickup before the Order Processing cut off time. We will attempt to collect the orders within the pickup time given in the table below.

- If you have selected drop-off as your handover preference, you'll need to handover the shipment at the drop off hub before the drop-off time given in the table.

UAE

Warehouse Type

Order Cut-off

Order Processing Cut-off time 

(Ready for pickup)

Pickup Time

Drop Off time

Sort/ Non-Sort (Regular)

12 PM

4 PM

4 PM - 8 PM

5 PM

Bulky Directship

11 AM

2 PM

2 PM - 4 PM

3 PM

KSA

Warehouse Type

Order Cut-off

Order Processing Cut-off time 

(Ready for pickup)

Pickup Time

Drop Off time

Sort/ Non-Sort (Regular)

11 AM

2 PM

2 PM - 4 PM

3 PM

Bulky Directship

11 AM

2 PM

2 PM - 4 PM

3 PM

EGY

Warehouse Type

Order Cut-off

Order Processing Cut-off time 

(Ready for pickup)

Pickup Time

Drop Off time

Sort/ Non-Sort (Regular)

12 PM

4 PM

4 PM - 8 PM

5 PM

Bulky Directship

11 AM

2 PM

2 PM - 4 PM

3 PM

 

 

 

 

That’s it!

 

Got questions?

Reach out to seller@noon.com

 

 



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