Answers to the most common questions about Chalan — accounts, orders, pricing, pickups, deliveries, and payouts.
Stuck on something else? Email support@chalan.sarn.top and the platform team will help.
Chalan is a B2B delivery and logistics platform. Merchants book pickups and deliveries from their panel, warehouse hubs receive and dispatch parcels, riders collect and deliver them (including Cash on Delivery), and platform admins approve orders, manage pricing, and release payouts. Every signed-in user has one of four roles: Super Admin, Warehouse Admin, Merchant, or Rider.
Merchants register at https://chalan.sarn.top/register with your business name, owner name, email, phone, address, business type, and a password. Your account starts as Pending: once your email is verified you can sign in, but a Super Admin must approve the account before you can create orders. Riders apply through the public rider application at https://chalan.sarn.top/apply/rider. Warehouse and admin accounts are provisioned by a Super Admin.
After registering you receive a verification email. Open the link to verify your address — the link expires, so use the Resend activation button shown on the login page if you need a fresh one. Your email must be verified before a Super Admin can approve your merchant account, and a verified email is also required before you can create orders.
Three things must be in place:
If any of these is missing, the order form will tell you exactly what to finish.
Open Verification (/merchant/verify-nid) in your merchant sidebar and submit a photo of the front of your NID, the back, a selfie holding your NID, and your NID number. A Super Admin reviews the submission on the Merchant Reviews page (/dashboard/nid-reviews) and approves or rejects it — you'll see the current status on your Verification page. Until your NID is verified you cannot create orders.
Riders apply publicly at https://chalan.sarn.top/apply/rider; a Super Admin approves applications on Rider Applications (/dashboard/rider-applications), choosing the rider's task type (pickup, delivery, or both) and home warehouse — approval activates the login and sends an email. Warehouse Admin and Super Admin accounts are created by a Super Admin from the Admins page (/dashboard/team).
/merchant/orders/new).Your order starts as Pending. A Super Admin approves it (Approved), then a warehouse assigns a pickup rider. From there the parcel is picked up, received at the warehouse, dispatched to a delivery rider, and delivered. You'll see every transition on the order detail page.
Yes, while it is still Pending or Approved — those are the only statuses a merchant may cancel. Admins and warehouse admins can cancel up to the point the parcel is Out for delivery. A reason is recorded with the cancellation.
Not yet. Today you create orders one at a time from the New Order form, which supports several parcels in a single submission. CSV/bulk import is planned but not built yet — the multi-parcel form is the current alternative.
Open Orders (/merchant/orders) and use the tabs — Active, Pending, In progress, Issues (failed attempts and returns), and All — plus search and filters. Click any order to open its detail page (/merchant/orders/<code>) for the full timeline, rider names, and proof photos.
Yes. Every order has a public tracking link at https://chalan.sarn.top/track/<code>. Anyone with the code can see the live status and timeline, and the recipient can leave a delivery note from that page — no account required.
Delivery fees come from the zone-to-zone pricing matrix: the origin zone (the warehouse your pickup location belongs to) and the destination zone (the delivery city's zone) select a rate. The rate is a base fee plus an extra per-kg charge for weight above the free allowance, with partial kilograms rounded up. If no zone pair is configured, your account's flat rates apply instead. You can review your rates and preview charges with the calculator on Pricing (/merchant/pricing).
The COD fee is a percentage of the cash amount collected from the recipient (1% by default; your exact rate is shown on the Pricing page). It is charged together with the delivery fee when the order is created.
When you create an order, a platform charge equal to the delivery fee + COD fee is recorded against your balance — there is nothing to pay upfront, and the full breakdown is stored on the order.
When an order is marked Delivered, an earning credit of COD amount − delivery fee − COD fee is posted for that order. Fees are therefore settled out of the COD proceeds rather than invoiced separately.
A delivered order becomes payable once the warehouse has settled its COD (the COD settlement step at the hub). Settled orders show up in the Available for payout list on Finance (/merchant/finance), with the amount you can request.
/merchant/finance).Your request is created as Pending. A platform admin approves it (Approved) or rejects it (Rejected, with a reason shown on the request), and approved requests are marked Paid once the transfer is sent. Track every request and its status in the Payout requests table on the Finance page.
Riders must attach at least one photo of the parcel at the pickup location before they can confirm collection. The photos are stored with the order and visible to you and to admins.
A proof of delivery photo is mandatory before a rider can mark a parcel delivered. For a failed attempt, a written note explaining the failure is required instead. Both are attached to the order timeline.
The order moves to Failed attempt with the rider's note. From the Exceptions desk (/warehouse/exceptions) the warehouse can either schedule a reattempt (the parcel goes back to Out for delivery) or return it — returned parcels show up under the Issues tab of your Orders page.
When the warehouse returns a parcel, its status becomes Returned and it appears in your Issues tab with the reason recorded on the order.
The rider collects the COD amount from the recipient at delivery, the warehouse confirms the cash during COD settlement, and the settled order moves into Available for payout on your Finance page. From there you request a payout as described above.
Open Forgot password? on the login page (/forgot-password), enter your account email, and we'll send you a reset link. Open it and choose a new password. If the email doesn't arrive, check spam first, then contact support@chalan.sarn.top.
Go to Account in your sidebar (/merchant/account, /rider/account, /warehouse/account, or /dashboard/account). Under Account settings, enter your current password plus a new password of at least 8 characters and save.
Not yet. Two-factor authentication is on the roadmap and will be offered from Account settings when it ships. In the meantime, use a strong unique password and never share your login.
The usual causes are: your account is Pending or Suspended, your email isn't verified, your NID isn't verified, the parcel is heavier than your account's maximum weight, or your pickup location has no active warehouse behind it. The error message on the order form tells you which one it is. Suspended merchants must contact the platform team to be reactivated.
Email support@chalan.sarn.top with your business name and, for order issues, the tracking code. Platform announcements also appear in your Inbox (/merchant/announcements and the equivalent page for other roles) and as a banner at the top of the app.