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# Packages — Operating Process

Last updated: 4 August 2026

## Overview

SEND provides affordable, trackable freight for aggregators and logistics resellers — a lower-cost alternative to express carriers (DHL, FedEx, UPS, Aramex), and a more structured cargo service, without sacrificing shipment visibility. This document covers how the service works operationally. For booking, tracking, pricing, and exception-handling via API, refer to the Send API documentation.

## Service Model

### Accessing Our Service

We provide a dashboard for aggregators/resellers to interact with our service.

Technical aggregators can also use our API.

You can turn on a booking link on the dashboard for your customers to make bookings with your business directly. This link will quote and receive payments on your behalf. Share with your customers.

### Import Address

We issue each customer a prefixed warehouse address — typically a 3-character partner code followed by a 3–4 letter customer identifier (e.g. ABC-VXYZ). Parcels sent to this address are automatically associated with the correct customer. End-customer data does not need to be shared with SEND under this model.

### Delivery

We deliver in bulk to the aggregator or reseller.

The aggregator or reseller handles last-mile delivery to end customers.

We can handle last-mile delivery if required.

### Tracking

Real-time tracking is available via the dashboard or API, per parcel.

For API users, Webhooks are configurable on the dashboard.

### Invoicing

Invoicing is batched weekly per aggregator, not per individual shipment.

### Pricing

Fixed pricing per kg including customs clearance.

Whenever pricing changes, aggregators/resellers will be notified via email.

Current rates are available via the Dashboard or API.

## Exceptions

| Exception Type     | Frequency                               | Handling                                                    |
| ------------------ | --------------------------------------- | ----------------------------------------------------------- |
| Weight discrepancy | Very common — typically honest mistakes | Updated weight on dashboard or pushed automatically via API |
| Contraband / holds | Less frequent                           | Flagged – notice will be seen on dashboard via API          |

## Shipping Cadence & Transit Times

### Frequency

Shipments go out at least weekly.

Cutoff is typically Tuesday/Wednesday for Thursday/Friday dispatch. It will vary by route.

## Routes & Coverage

| Route  | Direction     | Status      | Cutoff    | Transit Time |
| ------ | ------------- | ----------- | --------- | ------------ |
| China  | Import        | Live        | Wednesday | 14 days      |
| UK     | Import/Export | Coming soon |           |              |
| US     | Import/Export | Coming soon |           |              |
| Canada | Export        | Coming soon |           |              |
| Ghana  | TBD           | Planned     |           |              |
| Kenya  | TBD           | Planned     |           |              |

Route launch details will be shared in advance of each go-live to allow time for partner and customer-facing preparation.

### Volume

No minimum weight.

No practical maximum — high-volume shipments follow the same process and may qualify for rate discounts.

### Dangerous Goods

Supported on the China route (e.g. perfumes, battery items) at a slightly higher cost, flagged on dashboard.

Availability on other routes confirmed at launch.

### Insurance

Aggregators can purchase (on behalf of their customers) additional insurance for packages moved on our service.

### Prohibited Items

A current prohibited items list is maintained on the Send dashboard.

## Get Started

| Step | Action                                                      |
| ---- | ----------------------------------------------------------- |
| 1    | Review the Send API documentation                           |
| 2    | Schedule a dashboard and API walkthrough with the Send team |
| 3    | Confirm insurance and coverage requirements                 |
| 4    | Align on route launch timeline and any pre-launch comms     |