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Anjani Kumar Singh

Zigly · by October 2025

Post-order self-service

One status source for every order, so customers can track, cancel and return on the website instead of calling.

Employer and timeframe: Zigly · by October 2025.

Problem
"Where is my order", cancellation and return requests grew with every order; returns could only be raised by calling care
Role
Product lead; defined the features and led the Shopify, Unicommerce and ClickPost integration
Key decision
One Zigly status API fed by ClickPost, with self-serve tracking, cancellation and returns on the website
Result
Calls to care about 70% lower, together with online booking

Problem and context

Each order question became a call or an email, so customer care's workload grew with every order. Unicommerce already knew each order's state, and ClickPost could talk to every courier. The job was to connect them, show the status to the customer, and let customers act on the website themselves.

Users

Pet parents waiting on orders; care agents answering the same three questions all day.

Discovery

The most common reasons customers called (where is my order, cancel, return) became the feature list.

Options and trade-offs

  • Customers ask care vs. customers serve themselves ChosenSelf-service chosen, so care cost grows more slowly than orders.

The solution

  1. Tell before they ask: a WhatsApp update on every status change.
  2. Let them act themselves: cancellations and returns on the website.
  3. One source of status: ClickPost sends every change to one Zigly API, and the website reads from there.
  4. Recover failed deliveries: every failed delivery (NDR) gets a chance to be reattempted.

Also delivered: pincode serviceability and an estimated delivery date on the product page, and courier allocation by serviceability, cost, delivery performance and return-to-origin (RTO) risk.

Technical considerations

Order, shipment, tracking, NDR and return flow across Shopify, Unicommerce, ClickPost and couriers
  • Forward shipment: when an order is packed, Unicommerce requests the airway bill from ClickPost, which picks the courier.
  • Tracking: ClickPost pushes each status (code, location, time, estimated delivery date, NDR reason) to the Zigly endpoint by webhook. Its guidelines ask for a reply within two seconds and safe handling of duplicate and out-of-order updates.
  • Status events are stored as separate records, not one overwritten field. That makes duplicate and out-of-order updates safe.
  • Returns and RTO: a return gets a reverse-pickup airway bill; an unrecoverable failed delivery becomes an RTO and goes back to stock.

Outcomes

  • Calls to customer careBeforeApril 2025 levelAfterAbout 70% lower, together with online booking
  • ReturnsBeforeOnly by calling careAfterRaised on the website
  • Order trackingBeforeBy calling careAfterReal time in My Profile and on WhatsApp

Lessons

COD refunds should have been automated at launch rather than left manual.