Pathao launches parcel ‘Delivery Assurance’ service

KATHMANDU: Pathao Nepal has introduced a new service, “Delivery Assurance,” through its parcel division, aiming to help merchants better manage delivery risks.

According to the company, failed or delayed deliveries have long been a major challenge for merchants.

Under this service, Pathao Parcel commits to taking responsibility for ensuring timely and secure delivery of shipments.

Pathao Nepal Director Surakshya Hamal stated that merchants using Pathao Parcel will be guaranteed that goods will be delivered safely within the promised timeframe.

If a delivery attempt is not made by the specified date and a customer cancels the order, the merchant will receive a refund equal to the value of the goods.

The assurance applies only in cases where delivery was not attempted by the promised date, the customer canceled due to delay, and the delay was not caused by strikes or natural disasters.

Claims must be submitted within seven days of the order cancellation. The service does not cover situations such as incorrect customer addresses, unresponsive recipients, delayed but ultimately successful deliveries, returned orders, or claims filed after seven days.

Merchants can easily submit claims through Pathao’s merchant portal by selecting the relevant order, reporting the issue, providing the reason for the delay, and submitting necessary evidence.

The company’s support team contacts merchants within 15–20 minutes, and refunds are processed within 24–48 hours.

Pathao Parcel currently operates in over 500 locations across Nepal and provides 24-hour customer support, rapid problem resolution, and cash settlement within 24 hours.

According to the company, simply promising delivery is not enough; taking responsibility for delivery risks is the true measure of trust.

Through this service, Pathao aims to reduce merchant stress and establish itself as a reliable business partner.