For the operations team

Customer service and logistics, side by side facing the same exceptions

Those who talk to the customer and those who talk to couriers work on the same shipment statuses. The shipment on hold that logistics is releasing is the same one customer service sees in the ticket, and the customer gets the alert before writing.

14 days free no credit card required up and running in about 10 minutes

Animation: a shipment on hold enters the exceptions list, logistics releases it, the same status appears in the customer service ticket and the customer receives the alert.

Today's exceptions · all couriers 3 open

Delay · #10497 Courier 2 · held for 48 hours Notify

Failed delivery attempt · #10488 Courier 3 · incomplete address Fix

On hold · #10493 Courier 1 · recipient absent Release

On hold · #10501 Courier 4 · waiting for instructions Release

Ticket #4182 · Emma C.

“The courier says I wasn't in, but I was at home. When will it arrive?” Qapla' · shipment #10493 On hold · recipient absent

WhatsApp · Your shop · now Hi Emma, your shipment arrives tomorrow between 9am and 1pm. Follow the delivery on the tracking page.

Over 1,400 eCommerce and logistics businesses ship with Qapla'

One shipment on hold, from the courier to the customer, in one panel

Without a shared system the same exception passes through three inboxes. With Qapla' every step stays recorded in the shipment: who saw it, who acted, what the customer received.

Release from the panel is available on the Plus plan.

Features for the operations team

Four tools for those who must answer for times, costs and customers, not just one department.

Customer service 14 open shipments on hold

Logistics 14 open shipments on hold

Finance 14 open shipments on hold

Waiting for pick-up Departed In transit Out for delivery Failed delivery attempt Delay On hold Pickup point Delivered

How tracking works

The shipment status where each team works

No one should have to open an extra panel. Customer service sees the shipment inside the helpdesk with Qapla' Companion, management software and ERP receive status changes via webhooks, and whoever analyses the data queries it with their own AI.

Customer service: the shipment status inside the ticket, with Qapla’ Companion.
Management software and ERP: status changes arrive via API and webhooks, with no manual exports.
Management and analysis: questions about the data in your own language, with the MCP server.

ZendeskShipment status in the ticket
Qapla’ CompanionChrome extension: the shipment next to the ticket
GmailTracking in customer emails
API and webhooksStatus changes to your systems
MCP serverClaude or ChatGPT on your data
AnalyticsReport exports by courier and area

Chrome extension · in beta

Qapla' Companion: the shipment next to the ticket

The Qapla' extension for customer service opens a side panel in the tools the team already uses. Enter the customer's email and see their shipments, without switching tabs and without asking logistics.

Status at a glance: out for delivery, delivered or in exception, with the courier's latest update and the delivery address.
One click for everything: the order opens the shipment in the Qapla' panel, the tracking number opens the tracking page.
Ready-made replies: templates for exceptions, delivery, transit and other statuses, with the customer's name, order, tracking and courier filled in automatically.
Secure access: connects with your panel's API key, stored encrypted with an unlock code that renews every 7 days.

Add to Chrome Read the guide

Works with an active Qapla' account: the API key and the channels to consult are chosen in Settings, External plugins, Chrome extension.

Ticket #4821 · Open Where is my order? Hello, I ordered the sneakers on Friday and I still don't know when they'll arrive. Thanks, Emma Hi Emma, your shipment is out for delivery today with Courier 1…

Qapla' Companionβeta Search customeremma.clarke@example.com Out for delivery Order#10493 TrackingCourier 1 · +44 20 7946 0123 Address41 Market Street, Manchester Courier“Out for delivery, expected 9am-1pm” Reply with a template

Works inZendeskFreshdeskGmailOutlookSalesforceIntercomHelp ScoutGorgiasZoho DeskShopify Admin

The same shipment, five teams following it

Customer service, logistics, finance, IT and management look at the same shipment from different angles. Each has its own page: forward it to whoever decides with you.

Frequently asked questions

What does Qapla' do for an eCommerce operations team?

It brings the shipments of all couriers together in one panel with the same statuses, puts shipments on hold and delays at the top, assigns an action to every exception and notifies the customer under your brand. Customer service and logistics work on the same data.

How does customer service see the shipment status?

With the Qapla' Companion Chrome extension, the shipment appears in a side panel inside Zendesk, Freshdesk, Gmail, Outlook, Salesforce, Gorgias and the other customer care tools: you search for the customer by email and reply with a ready-made template, without switching windows.

Can I release a shipment on hold from the panel?

Yes: on the Plus plan you choose the release from the panel. The courier receives the instruction and the customer the alert, with no phone calls.

Which reports can I bring to a meeting?

With Analytics you see volumes, punctuality, transit times and shipments on hold by courier and area, comparable over time and exportable.

Can I ask questions about the data in natural language?

Yes. With the Qapla' MCP server you connect Claude or ChatGPT to your shipment data and ask in your own language, for example how many parcels are on hold today and with which courier.

Put customer service and logistics on the same data

Connect your shop and couriers, and in a few minutes you see today's exceptions in one list.