Plugins & Extensions Questions & Answers

To train support teams for Ecom Express-related tickets, develop a structured training program with clear escalation paths, build a comprehensive, dynamic knowledge base, and leverage data to refine the training and resources continuously. The training should cover logistics, supply chain, behavioral skills, and the specific technical aspects of Ecom Express, using a hybrid learning model with classroom sessions, virtual modules, and self-paced learning.

Potential change-freeze windows

• Thursday, October 2nd: Mahatma Gandhi Jayanti and coincides with Dussehra.
• Saturday, October 11th - Sunday, October 12th: October 11th is a regional holiday in many states, Saturday and October 12th is a Bank Holiday across all of India for Dussehra.
• Monday, October 20th: Diwali/Deepavali

You should use a webhook-based method in conjunction with a security token to export Shiprocket logs to a SIEM with least-privilege scopes. This is the most secure approach since it uses Shiprocket to transfer data to a secure, defined endpoint rather than giving a SIEM broad API access to your Shiprocket account.

To restrict Ecom Express features to a pilot group, you would integrate your application with Ecom Express's APIs, then use feature flags (managed by your own system or a third-party) to conditionally enable features, and combine this with policy controls to define which users or groups (your pilot group) receive the feature.

When you push a Delhivery system update (new APIs, warehouse automation, last-mile routing improvements, etc.), leadership will ask: Okay, but did this actually help our teams - and did it keep risk under control? That’s where you need KPIs that capture both productivity and risk.

Productivity KPIs

• Order Processing Time- average time from order creation to Delhivery API acknowledgment (should drop).
• Shipment Creation Time per Agent- fewer clicks/manual steps for ops staff to generate AWBs.
• First-Attempt Success Rate- % of labels/shipments booked without retries or manual corrections.
• Ops Team Hours Saved- monthly hours saved by automation (ex: fewer CSV uploads, fewer exception handlings).
• Delivery SLA Adherence- % of shipments still dispatched within promised TAT.

Risk & Reliability KPIs

• API Error Rate- % of failed booking calls (PAN India API reliability).
• Exception Volume- # of shipments landing in “manual exception” queues (address mismatch, pickup delays).
• Reconciliation Errors- mismatches between Delhivery tracking vs internal OMS/WMS (should not increase).
• Escalations Raised- customer complaints or partner escalations attributable to the new workflow.
• Rollback Incidents- number of times update had to be reversed due to blocking issues.

Balanced KPIs (Both Productivity & Risk)

• Throughput per Ops Member = Shipments processed/Team size.
• Compliance SLA % = Adherence to regulatory + partner SLAs (GST invoicing, audit logs).
• Cost per Shipment (Ops overhead) = Ops cost/Shipments booked (ideally goes down).
• Customer Query Volume = PF-style: # of Where’s my shipment? or booking error tickets (lower = smoother system).

After activating Shiprocket, anticipate possible problems such as weight inconsistencies, pickup failures, and delivery delays to train support staff for tickets. Create an extensive knowledge base using the unique procedures and solutions offered by Shiprocket. Provide practical instruction based on real-world situations and provide a defined escalation procedure for complicated issues. Lastly, enable client self-service via FAQs and tutorials, and track ticket data to continuously improve your support and training procedures.

An effective rollback and communications plan for a Delhivery pilot addresses both technical recovery and stakeholder communication in the event of performance regressions. This dual-track strategy ensures system stability while maintaining user trust and alignment across teams.

Technical rollback plan

Phase 1: Preparation (Before rollout)

• Implement feature flags
• Establish monitoring and alerting
• Create rollback scripts
• Test the rollback
• Document everything

Phase 2: Execution (Upon regression)

• Immediate action
• Verify stability
• Perform root cause analysis
• Decide next steps

Communications plan

Phase 1: Preparation (Before rollout)

• Identify stakeholders
• Create communication templates
• Define communication channels
• Appoint a communications owner

Phase 2: Execution (Upon regression)

• Internal notification
• Pilot user notification
• Regular updates
• Post-mortem summary

To restrict Shiprocket features to a pilot group, you would implement a multi-layered strategy using a feature flag system and role-based policy controls. This approach allows for granular control, ensuring only authorized pilot users have access to the new features while maintaining stability for the general user base.

• Step 1: Set up a feature flag management system

Instead of building a feature-flagging system from scratch, use a dedicated management platform like LaunchDarkly, ConfigCat, or Harness. These services provide robust infrastructure for defining and managing flags without modifying your core application code.

• Step 2: Define your pilot group

Create a specific user segment for your pilot group within your feature flag management system. You will define the criteria for membership in this group, which can include

• Step 3: Implement feature flags in your code

Wrap the new Shiprocket-related feature code within conditional logic that references your feature flag. The logic should check if the feature flag is enabled for the current user.

• Step 4: Add role-based policy controls

Layer on policy controls to ensure access is governed by user roles, especially for sensitive features. You can integrate your identity and access management (IAM) system (such as Microsoft Entra ID or Auth0) with your application.

• Step 5: Configure rollout and monitoring

Use the feature flag platform to manage the rollout and gather data on the pilot program's success.

• Step 6: Automate with webhooks for specific features

For certain Shiprocket features, like webhooks, you can set up a similar process. Shiprocket allows you to enable webhooks through its API settings.

To export Ecom Express logs to a Security Information and Event Management (SIEM) system with least-privilege scopes, you must use a layered approach that involves your application and an intermediary service. Ecom Express does not offer direct, configurable SIEM integrations. The logs you want are the records of your application's interactions with the Ecom Express APIs.