Called Kwik Ship, the platform is designed to solve common issues flagged by online shoppers including delayed deliveries, failed delivery attempts and lack of communication after an order is placed.
The company said brands using the platform have seen up to 20% fewer failed deliveries, ensuring more orders reach customers successfully on the first attempt.
For shoppers, the biggest change could be greater visibility into where their packages are and when they are likely to arrive. The platform sends automated WhatsApp updates and AI-powered calls to customers with shipment information and delivery reminders.
If a delivery is delayed or fails, the system automatically follows up with delivery partners and customers before the issue escalates into a complaint or cancellation.
The platform also shows more accurate delivery timelines at checkout, which the company said helps customers make better purchasing decisions and reduces disappointment from unrealistic delivery expectations.
India’s ecommerce market has expanded rapidly over the past few years, but delivery reliability continues to remain a major concern for consumers, especially in smaller cities and towns where logistics networks are less predictable.
Many online shoppers still face situations where orders are delayed without updates, marked undelivered despite customers being available, or returned before reaching their doorstep.
GoKwik said its platform uses data from more than 200 million shopper interactions to identify delivery risks before orders are shipped and route packages through carriers with stronger performance in specific areas.
“Shipping is no longer just about moving packages. Customers expect visibility, reliability and faster resolutions when something goes wrong,” said Chirag Taneja, cofounder and CEO of GoKwik.
The company said the platform also reduces the burden on customer support teams by automating shipment updates and delivery follow-ups.
Kwik Ship additionally includes return and exchange management features and integrates with more than 50 e-commerce and logistics platforms including Shopify and WooCommerce.
Founded in 2020, GoKwik provides checkout, payments and customer engagement tools to over 15,000 direct-to-consumer brands in India.