Table of Contents
Portal Access
Package Lifecycle
Package Tracking
Shipper Support
Claims and Reimbursements
The Shipper Portal is the one-stop hub for your Pandion account. In the portal, you can track your Pandion shipments across the entire package journey through Pandion's network of sortation centers and delivery partners.
Portal Access
Only approved users of verified shipper accounts can access the Shipper Portal now. To request access for a new user or remove access from an existing user, submit a request here with the following details: (a) email, (b) name, (c) shipper account name. The new user will receive an email to verify their account and reset their password once the request has been processed by shipper support. To safeguard your account from malicious IP attacks, we will automatically lock you out of accessing the portal until you: (a) reset your password or (b) unblock your account through links sent to your user email on record. If you do not have a shipper account with us, contact our sales team to start shipping with Pandion.
Note: The Shipper Portal is currently accessible to beta users only but will be accessible to all shippers in the near future.
Package Lifecycle
Your Pandion package lifecycle begins when you decide to use Pandion’s network to fulfill your shipment. You do this through an existing shipping integration (API or file-based) or through a direct API integration with your in-house shipping system.
Package Tracking
As a Pandion shipper, you can use the package tracking data on the portal for added visibility about the location of a package, to troubleshoot package issues, and to get package-specific information to validate that delivery is in line with required specifications.
The package tracking data includes detailed statuses and supporting information—If there is a delay or an exception affecting delivery, you will see explanatory details in the portal. We are committed to meeting your promised delivery date. However, when delays occur it might be due to the delivery exception reasons highlighted below or a scheduling timeline mismatch e.g., we did not receive the package in our facilities in time to meet the delivery promise.
Here are the most common issues that result in a failed delivery:
- Address: (a) driver is unable to access the address e.g. needs security code, (b) business is closed for the day.
- Recipient: (a) delivery partner cannot obtain required signature.
- Security: (a) no safe location to leave package.
- Operations: (a) facility-related errors e.g. sortation, (b) driver mis-assignments.
- Other: (a) weather issue, (b) force majeure e.g. blocked road.
Shipper Support
Pandion shipper support is available to attend to requests on Monday – Friday 6:00am to 6:00pm PT and Saturday 7:00am to 3:00pm PT. Contact shipper support through the shipper support form available on the Pandion website for queries related to your Pandion account such as:
- Clarification on details shown on the package tracking page not answered on the help center.
- Address change requests.
- Return-to-shipper requests.
- Special delivery instructions.
Include the details below in your request:
- Select issue category from the drop-down.
- Further description of the issue.
- Pandion tracking number.
- Any other relevant information.
Note: The recipient and shipper addresses for a package are shown in the Shipper Portal, but not on the public tracking page for privacy purposes.
Claims and Reimbursements
Submitting a claim:
Pandion actively works to maintain a high-quality bar of service. However, we recognize that sometimes unexpected issues arise that may require reimbursement to compensate you for package damages, mis-deliveries, stolen, and/or lost packages. If this applies to you contact our claims team at claims@pandionpro.com. The time limit for submitting a claim on an associated package is 60 days from the estimated delivery date. However, for a speedy resolution, we recommend that you reconcile your package data and submit consolidated weekly claims. To timely process your claim request, prior to contacting us,
- Download and complete the provided shipper claims template. 5 out of 7 highlighted fields for shipper completion are required.
- For claims associated with theft and/or damages, kindly consolidate and attach relevant video and/or image evidence.
- Review package tracking data to confirm that the packages are not in any of the following transient stages:
- Out for delivery. Pandion will attempt delivery 3 times.
- Awaiting customer pick-up.
- Returned or returning to shipper.
Note: The proof-of-delivery including any signature capture information is available on the package tracking page on the user interface (navigate to the bottom) and as a downloadable file (file link on the right). Contact shipper support through the shipper support form or at support@pandionpro.com if unavailable on the tracking page.
Claim processing:
Following receipt of your request, a claims specialist will acknowledge your request within 2 business days and will review your case to approve and/or reject your claim appropriately within 30 days. You will receive an email notice from the specialist with the accompanying decision per claim included in your file submission.
You will receive payment for an approved reimbursement value which will be the sum of (a) shipping cost and (b) value of items in the package or the claims maximum value per package as defined in your contract, whichever is less. Reimbursements are issued one month in arrears. You can expect to receive payment the first week of the month following claim processing through check or ACH information provided to Pandion. As a reminder, Pandion’s liability for damages is addressed in detail in your contract. The matrix below shows our general rubric for approvals and denials:
| Approvals | Denials |
|
Delivered package with (a) no proof-of-delivery image (POD), (b) an unsecured POD, or (c) an indeterminate POD.
Note: In some cases, in lieu of a POD image, we will confirm delivery with geolocation data details. |
Claim submitted > 60 days from the estimated delivery date. |
|
Undelivered packages which get lost in transit.
Note: once we confirm that a package is lost, Pandion will update the package status to “Lost” and you can submit an applicable claim. |
Package statuses in the following transient stages: (a) out for delivery, (b) awaiting customer pick-up, (c) returned or returning to shipper. |
| Damaged packages when the package was damaged prior to induction in our facilities. | |
| Damaged packages due to (a) faulty packaging material, (b) temperature variability, (c) content leakage. |
Appealing a claim:
We rigorously review all claims and strive to get them right the first time. However, if you disagree with the outcome, you can appeal our decision. Contact us at claims@pandionpro.com with your appeal request and reason for the appeal. Include supporting documentation with your appeal, such as: (a) proof of reshipment or refund, (b) applicable correspondence between you and the recipient.