Skip to main content

Logistics Integration SOP

This document outlines the technical and operational framework for integrating logistics providers with the BusinessOnBot (BoB) platform. These integrations enable automated order tracking and real-time delivery notifications for customers.

1️⃣ Overview​

Scope​

This SOP covers the setup, event mapping, and troubleshooting for primary logistics partners (Shiprocket) and aggregator platforms (ClickPost).

Objectives​

  • Improve Order Tracking: Ensure customers receive proactive updates without manual intervention.
  • Rich Data Events: Provide detailed delivery status beyond standard Shopify capabilities.
  • Reduce dependency: Use direct logistics APIs to bypass delays in e-commerce platform syncing.

2️⃣ Logistics Integration Details​

a. Purpose of Logistics Integration​

Logistics integration allows the BoB engine to "listen" to shipping milestones. This data is used to trigger automated WhatsApp/Instagram messages such as:

  • Out for Delivery: Reducing RTO (Return to Origin) by ensuring the customer is home.
  • Delivered: Confirming successful receipt and requesting a review/feedback.
  • Order Delayed: Proactively managing customer expectations.

b. Primary Logistics Partner​

  • Shiprocket: Our most frequently used native integration for shipping and NDR (Non-Delivery Report) management.

c. Events Provided by Shiprocket​

Direct integration with Shiprocket provides a richer set of events compared to standard Shopify webhooks:

  • In-Transit
  • Out for Delivery
  • Delivered
  • Cancelled
  • RTO Initiated

3️⃣ Technical Limitations & Mismatches​

a. Shopify vs. Shiprocket Limitation​

It is critical for support teams to understand the sync gap between the two platforms:

  • The Issue: Shopify typically receives limited delivery events. Shiprocket provides granular details but does NOT listen back to order updates in Shopify once a shipping label is generated.
  • The "COD to Prepaid" Problem: If a customer changes their payment method from COD → Prepaid in Shopify after the Shiprocket label is created, Shiprocket will still treat the order as COD.
  • Impact: This results in incorrect payment status tracking in BoB automated flows.

4️⃣ Partner-Specific Onboarding​

a. ClickPost Integration​

ClickPost follows a specialized onboarding path handled primarily by the Tech Team via a CFR.

  • CFR Reference: Every ClickPost setup must be linked to a specific Configuration Request (CFR) ID.
  • Requirements (Credential Flow): * The x-api-key and Secret are generated by the BoB Tech Team following the CFR.
    • Action: You must provide these credentials to the merchant to be configured on their ClickPost Dashboard.
  • Dependency: ClickPost requires manual mapping by the Engineering team to ensure delivery events (In-transit, Out for Delivery, Delivered) correctly trigger our internal notification flows.
Important

The merchant cannot "find" these keys in our dashboard. They are only issued after the Engineering team whitelists the account and provides the unique headers for the ClickPost webhook.

b. Standard Logistics Onboarding (Shiprocket & Others)​

For standard logistics partners, the onboarding process is focused on Webhook synchronization rather than API key exchange.

  1. Raise CFR: Initiate the request in the internal portal to whitelist the merchant's store.
  2. Configure Webhooks: Input the BoB Webhook URL directly into the logistics partner's dashboard (Settings > Webhooks/API). This allows BoB to receive real-time status updates.
  3. Validate Events (NewRelic): Use the NewRelic tool to confirm that "Out for Delivery" and "Delivered" pings are being successfully received by our servers.
  4. Live Test: Verify that the notification triggers on a live order after the first webhook ping is recorded.
No API Keys Required

Standard onboarding for Shiprocket and similar partners does not require securing an API Key or Secret from the partner dashboard. The connection is handled purely via Webhook pings.

5️⃣ Action Items (Role-Based)​

  • Credential Collection: Securely obtain API keys for Shiprocket/ClickPost.
  • CFR Management: Track the progress of logistics whitelisting.
  • Webhook Validation: Ensure the endpoint format in the partner dashboard is correct.
  • Conflict Resolution: Handle cases where Shopify and Shiprocket statuses mismatch.

6️⃣ Documentation Commitment​

  • Audit Logs: Every logistics integration must have a verified test event logged in the Admin Panel before the client is marked "Live."
  • Screenshot Updates: If a partner (like Shiprocket) changes their Webhook UI, the screenshots in this SOP must be updated within 48 hours.
  • Consistency: Ensure the "Logistics Partner" toggle in the BoB dashboard is set correctly to avoid duplicate notifications from Shopify.

Was this page helpful?