Tariff and policies

Delivery policy

Every status a parcel can hold, how attempts are counted, what happens on a hold or a refusal, and when a parcel goes back.

Merchants, support agents and operations6 min readPrintable handbook

A parcel moves through a fixed set of states, and every move is recorded with who made it, when, and why. There is no way to edit a status: a correction is a new entry, which is what makes the history worth reading.

Every status

Parcel statuses
Status	Owned by	Means
Draft	Merchant	Started but not committed. No tracking number and no label yet.
Booked	Merchant	Committed with the charge frozen. Print the label and forward it for pickup.
Pickup requested	Merchant	In the pickup queue, waiting for a rider to be assigned.
Pickup assigned	System	A pickup rider is on the way to collect the parcel.
Collected	Rider	Scanned at your premises. Public tracking is now open to your customer.
Pickup failed	Rider	Not handed over. The reason is recorded and the parcel is back in your Booked tab.
At the warehouse	Warehouse	In QCS stock at Gulberg 3, waiting for a delivery run to its area.
Dispatch assigned	Warehouse	Allocated to a delivery run and rider, not yet released to the road.
Out for delivery	Rider	With a rider on the road today.
Delivered	Rider	Delivered with proof of delivery and the cash confirmed. The charge is captured and your payable is credited.
On hold	Rider	The customer deferred the delivery. A reattempt is scheduled.
Refused	Rider	The customer refused the parcel. The reason and evidence are on the order.
Returning to the warehouse	Rider	Travelling back to QCS stock after an undelivered attempt.
Cancelled	Back office	Terminated and queued to return to you. No delivery charge applies.
Return assigned	Warehouse	On a return run back to your address.
Return in transit	Rider	The rider is on the way to hand the parcel back to you.
Returned to you	Rider	Handed back and signed for. This is final.
Lost	Back office	Declared lost after investigation. This is final and the claim path is open.
Damaged	Back office	Damage reported with evidence. A dispute has been opened.

Delivery attempts

A delivery attempt is a rider reaching the address and the parcel not being accepted. The threshold is 3 attempts; the parcel page shows the live count against it, so nobody has to guess how many are left.

01Attempt recordedThe rider records a hold or a refusal with a reason and a photograph. The counter rises by one.
02Parcel comes back to stockThe parcel returns on the same run and is scanned into the warehouse. That scan is what makes it available for another run.
03Another run goes outThe parcel is dispatched again to the same area, usually the next working day.
04Threshold reachedAfter 3 attempts the parcel is flagged return pending instead of being dispatched again. Support contacts the merchant before anything is sent back.

Holds and refusals

The difference
	Hold	Refusal
What happened	The parcel could not be handed over yet.	The customer was there and turned it away.
Typical reason	Nobody home, shop closed, customer asked for another day, address needs correcting.	Changed their mind, will not pay, says they did not order it.
Evidence	Reason code plus a photograph of the location.	Reason code plus a photograph, and the rider’s note.
Counts as an attempt	Yes	Yes
Charged	No	No, unless the allow-to-open exception applies.

Proof of delivery

Every delivery carries a photograph or a signature, plus the name of the person who received the parcel.
A COD parcel also carries the cash amount the rider confirmed taking.
The database refuses a delivery without that proof. It is not a habit the app encourages; it is a rule the data layer enforces.
The proof is visible to you on the parcel page, and a masked version is visible to your customer on public tracking.

Allow to open

Where you have marked a parcel customer may open, the customer may inspect the goods before paying. On every other parcel the rule is payment first and the parcel stays sealed. Marking this flag wrongly is one of the two cases where a failed delivery can be charged.

Returns

A parcel goes back when attempts are exhausted, when you ask for it back, or when the address is outside the service area.
Returning a parcel to you is not charged.
The handover is scanned and signed, exactly like a delivery. A return without a scan did not happen.
A parcel that can be neither delivered nor returned becomes a recorded loss with a dispute attached, never a quiet write-off.

Prohibited contents

QCS does not carry cash, gold or jewellery, firearms or ammunition, explosives or flammable liquids, narcotics, live animals, perishable food without agreed handling, or anything whose carriage is unlawful in Pakistan. A parcel found to contain these is held, reported, and returned or surrendered to the authorities as the law requires.

Liability

A declared value is what you tell us the goods are worth. It does not change the delivery charge and it is not an insurance premium.
A loss or damage case is settled through a dispute, against the evidence held on the parcel.
Pack for transit. A parcel that fails because of inadequate packing is assessed on the photographs taken at the warehouse and at the door.

Questions we get asked

Can I ask for a specific delivery date?Not yet as a booking field. Put the request in the instructions for the rider, and for anything firm call cs@qcs.com.pk so the dispatch desk can plan the run.

Do you deliver on Sunday?Working days and business hours are platform settings, currently 09:00 to 19:00 on working days. The coverage page carries the current working week.

My customer says the parcel was never delivered, but it is marked delivered.Raise a delivery denial dispute on the parcel. The proof of delivery photograph, the receiver name and the rider’s cash confirmation are all on the record and will be reviewed with you.