At MyMuse, the trouble began after the delivery attempt. Someone had to call the customer, establish what went wrong, arrange another attempt and tell the courier. Then do it again. The intimate wellness brand’s operations team was spending two to three hours a day following up on failed deliveries. Around Valentine’s Day, its operations lead said, failed attempts could affect more than 30 percent of orders. Romance had acquired a logistics department.
- ClickPost connects carrier systems and automates the decisions around a shipment.
- Customers include Nykaa, Acer and MyMuse, with different problems behind the same checkout button.
- The useful question: how quickly can a customer’s answer become an operational action?
ClickPost’s answer was Parth, an AI voice agent. In the company’s account, Parth calls after a failed attempt, collects the customer’s response and updates the courier through an API. MyMuse reported that 80 percent of these cases were resolved the same day, compared with a previous cycle of 48 to 72 hours. Resolution describes closing the exception workflow; it should not be read as an 80 percent delivery rate.
Different measures, shown together for context. Customer outcome reported by ClickPost.
The interesting part is the connection. A phone call that ends in someone’s notes still leaves another person to move the information. A call that updates the delivery workflow removes a handoff. Much of ClickPost’s business can be understood through that modest distinction.
They found the software inside the shipping business
Naman Vijay and Prashant Gupta knew each other from school. Their early logistics experiments began in 2015; by 2017, they had settled on the software opportunity. In a 2021 interview, Vijay described the turning point: while running a shipping aggregator, they encountered retailers struggling with separate courier APIs, scattered tracking information and difficult performance monitoring.
The founders shifted toward a product that would manage those connections. Today Vijay is CEO and Gupta is CTO. The distinction still matters commercially. A retailer can retain its carrier relationships while using ClickPost to coordinate them. In the IGP customer story, keeping the gift retailer’s own carrier agreements was an explicit requirement.
Distribution had a similarly practical quality. Vijay told SaaSworthy that referrals were the biggest source of customer acquisition. Early Middle East clients arrived after users in India changed jobs and joined ecommerce companies in Dubai. Familiar software travelled with the person who knew what happened when it was absent.
The carrier is a decision
ClickPost sits between a retailer’s commerce systems and the companies moving its goods. Its shipping integrations connect those parties; allocation tools decide which carrier should receive an order. Rules can reflect weight, delivery zone, cost or cash-on-delivery availability. Performance-based allocation considers delivery speed, service commitments and return-to-origin rates. Teams can simulate scenarios before integrating.
The surrounding tools address the questions shoppers actually ask. Estimated delivery dates appear before purchase. Branded tracking and notifications explain progress afterward. Shopify order editing lets eligible customers correct details before dispatch. Returns software offers exchanges and store credits alongside refunds, with policies a retailer can configure.
There is an operational choice hidden in the returns settings, too. A retailer can decide when a refund should be triggered and whether to suggest another size or colour. Those decisions turn a generic return form into a policy the system can execute. They also require the retailer to decide what it wants the policy to achieve.
None of those categories belongs exclusively to ClickPost. AfterShip also sells tracking, returns, shipping and delivery estimates. Shiprocket offers merchants shipping aggregation. ClickPost’s case rests on connecting operational decisions across those jobs, with particular attention to Indian ecommerce practices such as cash on delivery and delivery reattempts. Buyers should compare the workflows their teams run every morning, rather than award points for feature names.
Sometimes the bottleneck is a receipt
Consumer parcels explain only part of the expansion. ClickPost Darwin handles B2B and bulk movements, including booking, delivery appointments, freight reconciliation and proof-of-delivery documents. A box reaching its destination does not automatically mean the paperwork has caught up.
At Acer, ClickPost’s case study describes physical delivery receipts moving through courier offices and teams spending three to five hours daily on verification. Darwin sorts uploaded documents into those that clear and those needing attention. The account describes verification within 24 hours of upload across a workflow serving more than 10,000 institutional orders a month.
“We’ve reduced manual intervention, improved turnaround times, and strengthened logistics visibility.”
Anish Nair, Head of Logistics Operations, Acer
In ClickPost’s customer account
This is a useful correction to the usual picture of logistics technology. Some delays involve roads and warehouses. Others involve a receipt waiting to be checked. Software has a different job in each case.
Count the handoffs. Then count the cost.
ClickPost sells custom-priced SaaS, with fees shaped by shipment volume, usage and selected modules. A merchant therefore needs a specific quote and a specific baseline: staff time, support contacts, failed-delivery follow-ups and freight discrepancies. The buying calculation changes with the work being automated. A tracking page addresses customer uncertainty; document verification addresses an internal queue. Combining them in one contract does not make their benefits interchangeable. A sensible pilot measures the particular queue it is meant to shorten.
The company raised $6 million in April 2024, led by Inflexor Ventures and Athera Venture Partners, with Riverwalk Holdings and Rebright Partners participating. That financed product development and expansion; it says nothing about an individual customer’s bill.
The lesson readers can copy is small enough to try: map one failed delivery from alert to customer answer to courier action. Count every manual transfer. Give the remaining exceptions an owner. A retailer with little volume or already simple operations may have less to recover. Unsupported carrier workflows and incomplete data also limit automation. Better software cannot supply a delivery attempt that a carrier never makes.
MyMuse’s story ends with a shorter wait between a problem and a response. For the shopper, that may simply mean another knock at the door. For the retailer, the sale gets another chance to become the experience it promised.