Frequently Asked Questions

Why Paperfly?
Paperfly is a one-stop logistics solutions provider company. We offer doorstep delivery services all around Bangladesh at the union level, along with warehousing and fulfilment facilities. Having started our operation back in February 2016, we now have the widest cash-on-delivery coverage through Paperfly’s points-of-presence in all 64 districts. We scan and track package movement at 25 steps. We are the first company in the country to have 100% of the field force using apps and updating status in real-time. We are constantly trying out new steps to solve core issues in logistics. All our effort is for only one thing – to develop the infra that enables the pathway for a successful e-commerce drive.
What are the current delivery coverage areas of Paperfly?
Paperfly provides home delivery service in 64 districts and 491 Upazilas all over Bangladesh with its own set-up and owns field force.
What are the key strengths of Paperfly?
Key strengths of Paperfly are:
• Coverage in 64 districts and 4554 unions all over Bangladesh for delivery services
• Doorstep pick up from anywhere in Bangladesh
• Own employees to cater the services – not through any 3rd party, which ensures complete control over the quality aspects of the services
• 1-stop merchant services – pickup, Warehousing, Packaging material & services (Fulfillment), Doorstep Delivery, Cash collection, etc.
• Easy and complete Paperfly GO App
• 5-day payment every week
• Special services like product return by the merchants through OTP. Smart Check, Smart Log, Smart Pay
• Next Day Merchant payment
• Online order tracking anytime from anywhere
• One step ahead for Cash management solution
• Committed SLA for delivery and product return
• 363 days round the year service availability– closed only on 2 Eid days
What services does Paperfly provide?
• Nationwide Doorstep Pick-up
• Nationwide Doorstep Delivery
• Cash-on-Delivery
• Small, Medium, and Large Items Delivery
• Exchange and Partial delivery service
• Warehouse Solution
• Fulfilment Service including Quality Checking (QC), Packaging Material
• Return control through OTP verification
• Cashless Pay
What type of products does Paperfly deliver?
Paperfly delivers small, medium and large parcels upto 5 KG weight to every doorstep 64 districts and 4554 unions all around the country.
Can Paperfly do Exchange delivery?
Yes. Exchange delivery can be done by Paperfly.
What are the Delivery timelines (SLA)?
Dhaka based Merchants
Within Same District: 24 hours, within Same Division: 24-48 hours, Others District: 24-72 hours. (The timeline may vary based on the remote area)
Outside Dhaka merchants
Within Same District: 24 hours, within Same Division: 48-72 hours, Others District: 48-96 hours. (The timeline may vary based on the remote area)
Can Paperfly do partial delivery?
Yes. Partial delivery can be done by Paperfly.
Can Paperfly do reverse delivery?
Yes, Reverse delivery service is available at Paperfly. Customer can drop their return parcel at the Paperfly counter and Paperfly can send the parcel back to the merchant.
What is the compensation process for the lost or damaged case?
For any parcel lost or fully damaged during the delivery process due to the fault or mishandling by Paperfly, then Paperfly will compensate based on mutual discussion up to 50% of Production or Manufactural cost, but not exceeding Tk. 5,000 (five thousand). However, if any product gets damaged because of a packaging flaw from the merchant’s end, Paperfly does not accept any responsibility.
How long will it take to get a refund on a damaged or lost issue?
It will take some time as we need to investigate the whole issue and within 15 to 20 days the merchant can get the refund.
What is Smart Log?
Smart Log is an innovative feature that will provide more visibility about the return orders and the correspondence between the Paperfly delivery officer and the customer while trying to deliver any orders. Every delivery call by delivery officers to the customers will be tracked and recorded by using this In-App Call service. With this service, merchants can see all correspondence between the Paperfly delivery team and the customer.
What is Return OTP?
You can control your return through OTP verification. No order will be returned without merchant and customer OTP confirmation.
What is Smart Check?
Smart Check is an innovative feature that enables our registered merchants to have more knowledge about the likely behaviour of the customer, even before the customer receives the product! The checking process requires only 2 clicks making it magically smooth! We are utilizing our rich database to fetch customer data while keeping detailed information secret. This whole service is FREE, just like any other SMART services in our portfolio.
What is SmartPay?
SmartPay is Paperfly’s process of making merchant payments on 5 working/banking days a week. The invoices are generated from Sunday to Thursday which become available to the merchant in WINGS and the payments are disbursed to the merchant’s account on the next working day. This process enables Paperfly to disburse the merchant’s COD amount for successful deliveries within the shortest possible time.
How can I get registered as SellerOne?
If you are a new merchant, then visit the Paperfly website registration page , select SellerOne option and fill up the registration form. After you submit the registration form, you will get your User ID and Password through an SMS at your contact number. Login to your panel using your User ID and Password and update your profile, like company name, pick-up address, and bank information. one of our Relationship Managers will communicate with you within the next 24 hours to verify your provided information.
How can I place an order?
Login to Paperfly Wings Merchant Panel with your User ID and Password. After login into your merchant panel, you will see
• Create single parcel
• Create multiple parcels
To create single order, click on and provide customer detail and product details and place your order. And to create multiple orders, click on download a demo excel file and input the info as given in the demo file and click continue. Your multiple parcels will be uploaded to the system. After submitting your order, Paperfly pick-up officer will communicate with you to pick up your product(s). Merchant can also drop off their product at the Paperfly counter at their convenient time from 9 am to 6 pm.
How can I update my bank account with Paperfly?
You can update your bank account information by yourself. From your merchant panel click on the (Menu > Bank Information > Edit payment info) then select payment info and save.
Can I change my bank account to any mobile wallet account?
Yes, you can change your bank account to a mobile wallet account. To update your mobile wallet, click on the (Menu > Bank Information > Edit payment info) then select payment info and save.
Can a merchant maintain two bank accounts?
No, merchants can only maintain any one account (bank or mobile wallet) with Paperfly for merchant payment.
How does Paperfly make payment to the merchant?
Paperfly makes payments to the merchant’s bank account or mobile wallet account on 5 banking days a week. Upon successful delivery, the collection amount is deposited to the merchant account deducting the service charges and COD commission. The invoices are generated from Sunday to Thursday which becomes available to the merchant in the panel and the payments are disbursed to the merchant’s account on the next working day.
When the pick-up will be done?
Product pick-up starts from cut-off time and usually it continues till 6 to 7 PM every day.
What is the meaning of 'In Transit' status?
It means the destination delivery point has received the parcel and the Delivery Officer is on the way to deliver the parcel.
Is there any time limit on the "on Hold" issue?
We can keep the order on hold for up to 3 days against the recipient’s request or if s/he is unreachable.
How does Paperfly handle the orders that are returned by customers?
Paperfly sends the returned parcels to the merchant’s location. The pickup officer takes a signature from the merchant on the respective copy of challan as proof of return delivered to the merchant.
When we can get returned parcel?
• Orders inside Dhaka: return within 7 days • Orders of periphery district: return within 10 days • Orders of other Districts: return within 15 days.
How to contact with Paperfly?
Following are the Paperfly contact points:
Phone 09678300900
Facebook Page Paperfly Private Linited