Common questions

Do we need to install anything? No. It's a website: laptop, warehouse PC, tablet or phone browser. A cheap USB barcode scanner is the only hardware that helps.

Do we stop using Shopify and Shiprocket? No, you keep both. The app sits on top: Shopify stays your store of record, Shiprocket stays your courier account (and its billing/weight disputes/NDR panel keep working). The app does the coordination between them.

How long does onboarding take? With the pre-onboarding list in hand: under an hour to connected-and-tested, and your first real shift the same day. The setup card on your home page walks you through it one step at a time, tells you how many are left, and highlights the next one. You can stop partway and come back; it remembers. It stays up until your orders have actually arrived on screen.

What happens to our historical orders? The app pulls your recent Shopify orders (last ~60 days) on the first sync so you start with a live queue, not an empty screen. Older history stays in Shopify.

Can it handle personalised products? Yes. It was built in a personalised-products warehouse. Names, colours and options show on the pick list and the packing checklist per item, and support can correct them (audited) before packing.

What if the internet goes down at the warehouse? The app is online-only. Orders keep collecting (Shopify holds them), and nothing is lost, but packing/scanning pauses until you're back up. If your connection is unreliable, get a 4G backup before onboarding.

What if we mark something packed by mistake? A manager reverses it with a reason. Stock is restored automatically, and the order re-opens for packing. Everything is in the audit log.

Can one order ship in two boxes? The system runs one order = one parcel = one AWB, and the packing checklist expects the full order in the box. If a second parcel must go out (missing or damaged item), create a replacement from the order page; it becomes its own trackable shipment. Genuine multi-box orders (large/heavy items split by weight) aren't supported yet; tell us if that's routine for you.

Can two packers work at the same time? Yes. Pick lists are claimed by one picker, an order can't sit on two active lists, and if two people somehow hit "packed" on the same order, only one of them succeeds.

Who can see our data? Your team, per their roles. Other brands on the platform can never see your data; it's fenced at the database level. You can export everything or delete the workspace whenever you choose.

We do publish combined figures across all the brands we work with — an average return rate, say — and those may appear in benchmarks or our own material. They're combined so nobody can pick your brand out of them, and we'd never put your name to a number, or say you're a customer, without asking you first.

Where is our data stored? Your orders, customers and stock are in a database in the United States; packing photos and backups are with Cloudflare, usually in the Asia-Pacific region (Cloudflare treats the region as a best effort, so we don't promise it). The privacy policy lists every provider we use.

What does it NOT do? Marketplaces (Amazon/Flipkart), multi-warehouse, purchase orders, accounting/GST, customer tracking pages, forecasting. See Is this a good fit? for the full list.

What does it cost? You pay per order that actually ships, with a ₹3,000 a month minimum. The order floor is ₹1 an order and includes stock tracking and your whole team; the COD and RTO suite is another ₹1, error checks another 50 paise. Switch a module off and you stop paying for it from your next order — orders you've already shipped keep the price they had on the day they went out, so a month that's finished never changes afterwards. If a manager reverses a pack you don't pay for that order: reverse it in the same month and it just doesn't appear on the bill, reverse it later and the amount comes back as a refund on your next one. An order counts once no matter how many times it goes out, and cancelled orders never count. Past 5,000 orders a month every further order is 20% off, past 15,000 it's 40% off, and beyond 30,000 we'll work it out with you. Prices are in rupees and GST is extra. There's no self-serve billing yet, so early brands get personal onboarding in exchange for feedback, and they keep the rate they join on.

Where do I see what we've run up? Settings → Billing, signed in as the founder — spend is the owner's business, so an operator or admin PIN alone can't open it. It shows the month's shipped orders, your per-order rate and which modules make it up, the volume bands, and whether the ₹3,000 minimum applied instead of usage. Open "Which orders is that?" and you get the whole list of order numbers behind the figure. The page charges nothing and holds no card details — it's there so you can check the number against real orders before any money moves. A module you haven't started using yet isn't charged for, and while a month is still running the figure is an estimate.

What if we leave? Export your records as CSVs from Settings → Your data (ask us for your settings and packing photos, which aren't in the zip), revoke the Shopify token and Shiprocket API user from your own panels, and delete the workspace. There is nothing more to it.

How long do you keep our packing photos? 180 days, then they're deleted automatically. The packing record stays — only the image goes. Everything else lives as long as your workspace does. The full list is in the privacy policy.

A customer asked us to delete their data. What do we do? Tell us and we'll do it. You're the one who decides on the request — it's your customer and your call — and we carry it out on your instruction. It's not a self-serve button yet, so email us and we'll confirm when it's done.

Something failed and the message mentions a "reference". What is that? Six letters and numbers that point at the exact record of what went wrong on our side. The screen shows you a plain sentence instead of the technical detail, because that detail is no use at a packing bench and can include things about our systems that shouldn't be on your screen. If a problem keeps happening, send us the reference — it takes us straight to the cause without you having to describe it.

Is there a limit on the files we can upload? Yes, and the page always says the limit next to the file box. Stock CSV: 10 MB or 50,000 rows. COD remittance reports: 25 MB per file, and you can select several at once. Packing photos: 8 MB, which is far more than a phone camera produces. Over the limit, nothing is imported and the message says so — split the file and upload the parts, which is always safe.