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Onboarding Checklist

Use this checklist to onboard onto the Shiphustle platform. Each section is role-based — complete the items relevant to your role. For courier teams, this also serves as a User Acceptance Test (UAT): if every item can be checked off, your operations are ready to go live.

0. Customer — Account & First Order

Account Setup

  • Register with email (or Google / Apple sign-in)
  • Verify email address
  • Complete profile (first name, last name, phone number)
  • Upload passport photo (Profile → Passport)
  • Add a delivery address in a supported destination country
  • Enable MFA/TOTP (optional, under Profile → Security)

Product Discovery

  • Tap on a store (Amazon SA, Takealot, or Makro) to browse
  • Find a product and tap "Add to Shiphustle"
  • Confirm product details appear (name, price, image, weight)
  • Product is added to cart
  • Adjust quantity in cart

Checkout

  • View available couriers for your destination country
  • Choose delivery mode — depot collection, pickup point, or door-to-door
  • Select a destination depot or pickup point (or confirm address for door-to-door)
  • Review full invoice breakdown (product total, delivery, tax, levies, tariffs, platform fee)
  • Apply a promo code (if applicable)
  • Complete payment via Paystack (new card or saved card)
  • See order confirmation screen after successful payment

Order Tracking

  • View active orders and current status on the Orders screen
  • See per-item VAT status on order detail
  • Receive push notification when order status changes
  • View order documents (invoice, credit notes) when available
  • Send a message to courier via in-app chat
  • Confirm delivery using PIN or QR code when order arrives

Refunds

  • Receive notification if an item is unavailable (procurement refund)
  • Receive notification for VAT confirmation refund (if applicable)
  • View refund history and amounts on order detail

1. Admin / Owner — Setup & Configuration

Complete these setup tasks to get your courier company operational on the platform.

Company Profile

  • Upload company logo
  • Set company name and registration details
  • Add public contact info (phone, email, WhatsApp, website)
  • Configure banking details (bank name, account number, branch code)

Docs

See Becoming a Courier, Company Profile, and Banking Details.

Pricing & Zones

  • Set pricing per destination country (base fee, cost/kg, pricing method)
  • Configure depot-specific pricing overrides (if different depots have different rates)
  • Draw delivery zones on the map (for door-to-door coverage)
  • Enable or disable door-to-door delivery

Docs

See Pricing and Delivery Zones.

Depots & Pickup Points

  • Add source depot in South Africa (address, GPS pin, manager name & phone)
  • Add at least one destination depot per country (address, GPS pin, manager name & phone)
  • Add pickup points linked to destination depots (name, address, operating hours, photo)
  • Verify each depot/pickup point shows correct location on the map

Docs

See Depots and Pickup Points.

Escalation & SLA

  • Set transit time SLAs per country
  • Add escalation email recipients
  • Configure alert thresholds (hours before escalation triggers)

Docs

See SLA & Transit Times and Escalation & Alerts.

Team & Assignments

  • Invite all operational staff to the app
  • Assign source depot officer(s) — location assignment
  • Assign transporter(s) — route assignment
  • Assign destination depot officer(s) — location assignment
  • Assign dispatcher(s) — route assignment (if using pickup points)
  • Assign driver(s) — route assignment (if doing door-to-door)
  • Confirm all team members have logged in at least once
  • Verify each member can see their assigned stage in the operations flow

Docs

See Inviting Members, Location Assignments, and Route Assignments.

Country Expansion (if adding a new country)

  • Apply for country expansion
  • Confirm destination country is active
  • Verify pricing, depots, and pickup points are configured for the new country

Docs

See Country Expansion.

2. Source Depot Officer — Confirm Operations

Log in as a source depot officer and confirm you can perform each of these actions.

  • Can see the Source Depot stage in the operations flow
  • Can view incoming orders in the On Route tab
  • Can acknowledge/accept an incoming order
  • Can view order readiness checklist (passport, invoices, weights, depot receipts)
  • Can send a passport reminder to a customer
  • Can change an order's destination depot (tap the depot label → select new depot)
  • Can select multiple orders in the Ready to Ship tab
  • Can create a new shipment from selected orders
  • Can add orders to an existing pending shipment
  • Can assign a transporter to a shipment
  • Can handle transporter decline (cancel or reassign)
  • Can accept a returning shipment (Shipment Returns tab)
  • Can reject a returning shipment (send back to transporter)

Docs

See the full Source Depot Officer guide:

3. Transporter — Confirm Operations

Log in as a transporter and confirm you can perform each of these actions.

  • Can see the Transporter view (pending shipments)
  • Can view a pending shipment's details (orders, destination depot, weight)
  • Can accept a shipment assignment
  • Can decline a shipment (with reason)
  • Can view shipment orders and destination depot label while in transit
  • Can mark shipment as arrived at destination depot (initiate depot handover)
  • Can initiate return-to-source (if shipment cannot be delivered)
  • Can transfer shipment to another transporter (if applicable)

Docs

See the full Transporter guide:

4. Destination Depot Officer — Confirm Operations

Log in as a destination depot officer and confirm you can perform each of these actions.

  • Can see the Destination Depot stage in the operations flow
  • Can view incoming orders from dispatched shipments
  • Can accept incoming orders at the depot
  • Can view orders currently at depot (At Depot tab)
  • Can filter orders by depot (if assigned to multiple)
  • Can create a dispatch batch for a pickup point
  • Can add orders to a pending batch
  • Can assign a dispatcher to a batch
  • Can handle dispatcher decline (reassign)
  • Can assign a driver for door-to-door orders
  • Can handle driver decline (reassign)
  • Can accept returned orders (from failed delivery attempts)
  • Can accept returned batches (from failed pickup point handover)

Docs

See the full Destination Depot Officer guide:

5. Dispatcher — Confirm Operations

Log in as a dispatcher and confirm you can perform each of these actions.

  • Can see pending batch assignments
  • Can view batch details (orders, pickup point, depot)
  • Can accept a dispatch assignment
  • Can decline a dispatch (with reason)
  • Can confirm arrival at the pickup point
  • Can retry handover if pickup point officer declines

Docs

See the full Dispatcher guide:

6. Pickup Point Officer — Confirm Operations

Log in as a pickup point officer and confirm you can perform each of these actions.

  • Can see incoming batch awaiting acceptance
  • Can view batch details (orders, dispatcher info)
  • Can accept a batch handover
  • Can decline a batch (with reason)
  • Can view orders at the pickup point
  • Can confirm customer collection (PIN/QR verification)

Docs

See the full Pickup Point Officer guide:

7. Driver — Confirm Operations

Log in as a driver and confirm you can perform each of these actions.

  • Can see pending delivery assignments
  • Can view order details and customer delivery address
  • Can accept a delivery assignment
  • Can decline an assignment (with reason)
  • Can confirm delivery to customer (PIN/QR verification)
  • Can initiate return-to-depot (if customer unavailable)
  • Can transfer orders to another driver (if applicable)

Docs

See the full Driver guide:

Completion

Once all applicable sections are checked off:

  • Customer: You're ready to place real orders.
  • Admin: Your courier company is fully configured and operational.
  • Operations team: Each role has been validated end-to-end — you're ready for live orders.

This checklist doubles as UAT

If any item cannot be completed, it indicates either a configuration gap (Admin section) or a platform issue that needs attention before going live.