Transcript for "Spring '26 Release": Hi, everyone. Welcome. We will get started here in a few minutes. If you are tuning in, please let us know where you're tuning in from while we are getting everything started. I have a few housekeeping items. Use chat throughout. We want to hear from you and keep this engaging. Please ask questions. If you use the chat, okay, we'll push it to q and a, but you have a q and a widget, specifically for for that, and we should have plenty of time at the end to answer your questions, live with Drew and Melissa. Also, we by attending today, you enter a chance to win, a gift card with two of our fabulous customers, Vuori and Array. So you can pick one or the other, so we'll, reach out to you after the event and let you know if you were a winner. You will see two links in the docs section, on Goldcast. The first is our spring release notes page. Take a look at that afterwards. You'll hear about these releases today, but if you want to read more, definitely check out that page. And then number two, you've probably, especially if you're a ShipBob customer, heard about our upcoming Fulfilled event. This is our fifth year doing Fulfilled, and we are going back to Vegas in less than two months. So we we will be there June. You can check out some of the amazing speakers that we've confirmed so far, at the link in the doc section. And if you want to, I'll put my email in the chat. Reach out to me if you want a special discount code to join the event or if you have any questions about fulfilled. We'd love to see you there. With that said, I will go ahead and introduce our, two speakers. They are no strangers to our seasonal release events. Welcome Dhruv, our CEO, and Melissa, our Chief Supply Chain Officer. They are super excited to dive into the agenda today. Dhruv will go into an exciting update around AI and just how we're thinking about AI at ShipBob and what it means for you. Melissa will go through some of our supply chain investments, especially around merchant experience, and then go into our top product and operations releases. With that said, I will hand it over to Dhruv. Amazing. Thank you, Britney. Let me get started with something that I'm super excited about. So I'm sure you all have been hearing about AI everywhere in your news feed, so we thought this would be a great place for us to start as well. And so the big thing in the world of supply chain, you know, that things, or or how companies were getting built is changing so quickly, and fundamentally in very real ways. And so the reason behind it, as we see it from our vantage point, is, you know, a lot of the work at ShipBob happens through software. And in software, writing code through engineers was super expensive. And that because that was always the constraint, that assumption shaped everything on how we planned, how we approved, what do we need to build, how we resourced different projects and initiatives. And what AI is doing for for our world is it's completely collapsing that cost of building software. And so what used to take months and quarters can now effectively be done in days. And what used to require heavy upfront planning, because it was so expensive to rework an initiative after it was already halfway in production, now can actually be validated with a very real working prototype. And so that's just how product and engineering, which is a large portion of where we spend our time, is changing. The underlying themes apply across all various functions. And so faster validation, less time on low leverage processes because now we can get leverage through using AI agents, and a heavy bias towards pushing something out, getting feedback, and a very strong bias towards action and learning. And so internally at ShipBob, a lot of things are changing. We are leaning very aggressively into this AI, way of working. And so we're gonna walk you through the next few slides on what that actually looks like in practice. And so the the big shift is that it actually starts with the foundation. And so maybe I'll spend a minute, speaking about the foundation in our our investment in technology, which, you know, which is really helping us accelerate through this AI wave. And so as a reminder, 100% of our technology stack, the which includes the warehouse management software, which runs their day to day inside the fulfillment centers, the decision engine, which dictates, you know, which sequence of orders to pick in, what box to pack in, what shipping carrier to use, the effective decisions to be made inside the fulfillment center. The merchant facing application, the dashboard of the merchant application, the transportation logic, all of the different components of running a supply chain at scale is built in house by ShipBob. In fact, there are over 300 plus engineers working on this technology stack every single day. And so this decision that we made almost ten years ago was very deliberate because we thought, like, owning the software chain stack would allow us to build stuff and provide capabilities to our brands that would be incredibly hard for somebody else to replicate and also will add meaningful value to our brands. And now what's happening with AI is that we are able to compound on these advantages or from the get go, and we are doing it way faster than what would be possible if we were sort of piecing together third party software solutions into our stack into our technology stack. And so the point being that AI and ML is effectively woven into the the ShipOps platform all the way into production, whether that is inventory placement optimization, which is dictating placing the right SKUs at the right location that's driven almost 55% of in region fulfillment, which that means that 55% of of all of our orders actually get shipped from the fulfillment center closest to the end shopper. And so you can think through the the SKU level decision making that happens at the network level to allow the right SKUs to be at the right fulfillment center. Two, the delivery estimate accuracy, which is a metric that we introduced last year, which really helps dictate whether we and our carriers are doing or making sure that the packages show up at the customer's doorstep at the right time. That now is trying to close it to 98%. When we started, it was close to 93%. And so all of the incremental improvements are happening through our investments in the technology and in the machine learning, ML layer. And then intelligent carrier selections, system directed warehouse operations, these are not really, like, AI experiments. They've been part of our systems thinking that has been compounding over years. And so, we are super excited and very, very bullish on where on how quickly the advancements in AI are helping us take these ideas and scale them up 100 x much faster than what would be traditionally possible. And to make it more real instead of just being slides, I thought I'll I'll give you an example of, of, for yard manager software that went from, of a prototype, to actually being consumed inside the entire network in The US in less than 10. And so for folks, you know, who who may not be in the supply chain, what is a yard management software or system? Yard management system or YMS as it's technically called in this industry, Think of it as, you know, a software to manage your your active parking lot, in the fulfillment space or call the yard. And so the keyword being that, the yard inside, which is the surrounding area of the warehouse, it's extremely active. And so it's the area where trailers pull in and wait for the warehouses to have a empty or an open dock door where they can back up and drop off, let's say, your inbound inventory. On the outbound side, that's the area where trailers of FedEx and UPS come in. They wait to be assigned a dock door for them to start picking up your outbound orders. And, for merchants who do b to b shipments, this is extremely critical because you're scheduling, like, you know, trucks or, appointments for your freight providers to come in and grab those palletized shipments so that they can make their way to the Nordstrom or the REI or the exporting goods, docks, and and holds and warehouses. And so a trailer, which has not been assigned correctly to a dog door or is maybe sitting in a yard and nobody's aware, that's, like, wasted time. That's maybe an extra day that that creates a lot of inefficiency. It might be a missed delivery commitment because we didn't plan the right, trailers to show up at the right time. And now we have a, you know, sort of a traffic jam because there aren't enough dock doors. And so there's a fairly complicated set of decisions that need to be made so that the truck shows up at the right time and gets assigned the right dock door, and then the the work happens and then it leaves the yard as well. And so our yard our new yard manager software tracks every single trailer arrival. It monitors that. It monitors the departure in real time. It recognizes if a trailer has been dwelling inside a yard for a long time and and proactively, reaches out to the dock manager to make sure that they are cleaning up any dwelling trailers and makes and as a result, it makes sure that your outbound orders get picked up on time. It It makes sure your inbound inventory, if it's coming in through, LTL shipment gets gets, done on time. And and that's the like, so you can think through all of the various functions that this yard management software is helping ship or perform. And not that long ago, maybe let's call it even till last year, a project like this to build your own yard management software would have required extended planning cycles. It would require product management, managers, and operations managers to go and to really diagnose what exactly needs to be built, then prototyping it. It would you are talking about at least a quarter's worth of work, if not longer. In fact, they are full fledged companies, whose entire product is a yard manual software. Instead, now post AI, at Shubhaut, we prototyped something very quickly, and we deployed it as a test inside one of our fulfillment centers. We got some feedback, and we moved it from a prototype to a working production system in effectively ten days. And so day one, we identified the problem, and we've started building the prototype. Day three, the prototype was working in a test environment. And day seven, the with the new feedback, we went into production. And now in day 10, it was rolled out across the entire network in The United States, which is, of course, a massively scaled network. And so this is an example of a project which is extremely critical and how quickly it can go from an idea to production is simply using AI. And that's just one example. There are countless number examples of projects which are happening inside Shubhob today where you can expect that same velocity velocity and a step change in how ShipBob operates because of this application of AI inside ShipBob. However, obviously, this is not the expectation of every project overnight, of, things being happening, things being deployed overnight. But it's a clear signal for us as to what is actually possible when we rethink how we are building. And this is not just for software. It is generally applies to all of the different teams inside Shubhub. And so, that brings me to where all of this is heading. And so lot of, you know, today, lot of the application of the ShipBob merchant application is users. It is, folks logging in to the ShipBob dashboard and extracting information out of the ShipBob application. I think going forward, most of the users inside the Shiba application are not gonna be humans. They are actually going to be AI agents. And so we need to redesign our network or our software infrastructure to also service the agents as well as we service the humans today. And that is truly possible because of the full step technology stack that Shubhob has built from the ground up over the last ten years, but also because so much of that operational data inside the fulfillment centers because of our WMS is being captured. So we have access to data around shipments, around inventory, around carrier performance, and all of this proprietary data is getting exposed to to our brands and to our merchants and to their agents, through our API, to our MCP layer. And so we are super excited on how quickly this technology is changing and how ShipBob is investing with with using that technology in building, APIs and MCP layers, which now your agents can start utilizing. So that is not like vaporware. Today, ShipBob MCP is live actually in cloud. So you can now deploy your agents and ask them very relevant questions around, hey. Can you give me the last 10 orders that ShipBob has shipped out of my California warehouse? Or can you give me the on hand report of my top 10 fastest selling SKUs? And you don't have to go and log in to the Shiba dashboard to do that. You basically install the Shiba MCP, and now that MCP is making the right API calls for you to be able to ask and get answers to your questions. And so a lot of the ways that brands interact with the supply chain is changing. For the last so many years, as I said, it's been through dashboards. Tomorrow, most of your day to day work will happen through AI agents, which will be performing these workflows and also will happen through conversational tools to help you achieve an outcome. And and Shubhob is well prepared for that future because of our investments in our APIs and our MCP layer. And so, hopefully, that gives you context of all of the great stuff that is happening inside Shiphub. The release that we're talking about today is also a proof point on on how we've applied AI in providing you with what we're going to speak about, the promise engine, the carrier intelligence layer, the unified tracking, the returns innovation. Each one of these product features built on proprietary data and models that only exist because we owe that technology stack end to end. And so, what worked, as I realized over the last few months and quarters, is what's worked for the last five years, will not be what works for the next five. And we intend to not be a bystander, but really intend to lead during this transition. And so with that, handing it over to Melissa to talk about how, we are investing in the merchant experience and walk through some of the biggest releases this quarter. Awesome. Thank you, Dhruv. Appreciate that introduction. You know, Dhruv just laid out how we're building way faster and smarter than we've ever done before. I wanna talk about what we're building toward today, which is the absolute best merchant experience in fulfillment. I'm gonna be really direct with you. Our growth and the added complexity of our merchant base has put some pressure on parts of our network. We've heard that through our metrics and directly from some of our merchants. And so, rather than talk around that, I'm gonna talk around, talk specifically what we're doing about it. We've got a few different, investments here. I'll call them three different phases. The first column is already in motion. We're launching new sites across every single one of our regions right now to keep up with our growth. Through our new labor planning tools and processes, we're better matching, our labor and our staffing to the weekly order volume so that fulfillment capacity can track to demand even when there are spikes and unexpected, maybe a promotion does really well or something like that. And we're improving routing with our customer service flows so that when you do need to talk to a real person, you get to one fast. The second column is rolling out now. The packages are moving through our network far more quickly than ever before, and we continue, to improve on our time in transit, through programs like zone skipping, which we've talked about in previous releases, and also our inventory placement program. Wait times when you reach support are getting shorter, and we're adding more hands on under the roof operational support dedicated to, your needs as they come up. The third column is more longer term investment. This involves launching larger sites that really scale with our growth. So we're never playing catch up to get in front of capacity, faster resolution when a fulfillment issue becomes urgent. And then we're also really doubling down in our international space adding localized support, so that experience is consistent no matter what region our merchants may be operating in. I'm gonna walk through our product releases. And as we walk through them, they're not separate from these efforts. They really are directly connected. So I'll show you how how that connection looks. On our capabilities, first, I wanna talk about Promise. Promise gives merchants and their customers accurate delivery dates grounded in real data. Cube aware picking increases our throughput and really drives efficiency so that we can nail those promise dates. And then our new unified order dashboard will give you real time visibility into every, everything that's happening in in the network, whether that be order prioritization, carrier cutoffs, where there may be risks or or exceptions to our typical standard flows. And then there's yard management. Dhruv touched on yard management, which was just such an awesome improvement we made in a ten day time frame. I wanna add the operations perspective because this one matters a lot for our merchants and particularly with our our b to b merchants. When a trailer can sit in a yard longer than it should, the downstream impact is real. Your your inbound inventory doesn't get received as quickly. It means it's not available to fulfill an order. Your outbound shipments could miss a carrier pickup window, which means your retail partner doesn't get the delivery when they need it. For brands that may be shipping into Target, Nordstrom, or any retailer that has really strict defined delivery windows, we wanna avoid a chargeback. And so anything dwelling in the yard, we wanna make sure that we can have our eyes on. Our yard management system now tracks every trailer from the moment it pulls into the trailer yard, every departure in real time across our sort centers, all of our receiving hubs. And so what that translates to is less dwell, faster receiving, and more predictable outbound cut handoffs to downstream partners and into retailers. Dhruv mentioned this, but it was built at a pace that would have been just it couldn't have been done a year ago. And that velocity isn't just an engineering story. It's an ops story on how we directly support our merchants. We can identify a problem real time and have a solution in your hands faster than anyone else. These four capabilities aren't just isolated features. Their product, they're the product side of our operational investment that we're making. So I'm gonna walk through some of these. The the goal is reliable, predictable fulfillment that you can just really build your brand on. So let's step through. First, I'm gonna start with the biggest release of this quarter, which I'm really excited about. This is a quick preview of what a delivery promise looks like for an end shopper. So this is how promise would land, for merchants. It's coming later this summer, and if you're you're fulfilled you fulfilled, you'll hear a lot about it. What matters most with promise is that we have to nail accuracy. And so we set a date that the shopper can count on, and you can see it there in kind of the right hand side middle of your screen. We set that date and then we absolutely have to nail that date. This conversion from providing a delivery window to an exact delivery date is actually really hard work. It takes an end to end improvement in technology and alignment and operations and then the entire network to pull it all together. I saw this firsthand during my time at Amazon. When you flip from a window to a promise system, you have to reimagine the entire flow from how you pick, how you pack. It's the under the roof transition that requires actually the most change management in a promise system. So let's talk about more about ShipBob promise is what we're calling it. Here's the problem. When a customer sees a delivery date at checkout, that date has to be real. It can't be a guess, not a delivery date range. Our new delivery date engine uses a p 95 confidence model, and it's trained on millions of historical shipments that we've done. For every fulfillment center to ZIP code to carrier combination that exists out there, we predict a transit time based on what's actually happening real time in the network. If a carrier can't nail that promise date that is shown to an end customer, it gets flagged automatically and we route around it to a different carrier option. There's no silent failure. It's paired with a carrier selection that evaluates every single option on cost and delivery available availability and ties it all together. So we're gonna walk through this. It all starts with the order being created and dropped into the ShipBob system. Immediately, the back end math is done to calculate the closest fulfillment center. I'm sorry. On the last slide, we're kinda walking through that. So on the back the back end math is done, and it looks at the fulfillment center that's closest with the inventory available. Once that fulfillment center is assigned, the lowest cost carrier option is selected that's eligible based on that promise date that was already provided to the end customer. The fulfillment process is promise aware, so it makes sure that you pick, pack, and hand off to the carrier with that promise date in mind. And then if an exception happens anywhere in that fulfillment process, the carrier selection is updated to make sure, once again, that that delivery date that was promised is actually still feasible. And then lastly, we have tools to monitor the entire thing, and proactively escalate when maybe a carrier has a promise at risk. It's not just about accuracy. This is only possible because, Drew mentioned this. We have we own the entire technology stack. The data, the rating engine that's looking at the carrier selection, the routing logic of how packages move, our work our our WMS and our carrier relationships, it's all under our technology stack at ShipBob. And so it's not just about accuracy. Promise also optimizes for cost. So that way we're not overpaying for speed that maybe you don't need. Not everything's a next day delivery, and you don't need to pay for that. This entire ecosystem is launching in May for US parcels, in select sites. Promise makes the commitment. The next releases really is it's kinda how we keep that promise. There's several adjustments to our under the roof flows required to support a promise network. I'm gonna cover a couple of them. The first one is you'll see on here cube aware picking. Cube aware picking introduces smarter order to bin logic. So bigger items are handled differently in a fulfillment network than smaller items, and we needed to improve our under the roof routing to accommodate for this. It means we pick and pack the right orders at the right time in the most efficient way possible. We're piloting this in Moreno Valley right now, and it's going really well so far. Some lessons learned, but it's it's off to a great start. Next, our operations leaders now can configure their fulfillment settings at the system level based on actual or order flows for any given shift happening in a fulfillment center. So maybe your demand is coming in super hot due to a, TikTok promo that's going particularly well, or maybe a SKU is moving more than planned. We can dynamically adjust our flows and labor assignments to make sure that that promise date is met. All of this rolls up into a new unified order dashboard that will give you real time visibility into everything as it's moving through our network. Together, these reduce friction on the warehouse floor and prioritize the most time critical work at the right time. Now once the package leaves the warehouse, we need a tracking experience for your end customers to be just as good as our under the roof systems that we have. Now here's the reality. 34 to 40% of all ecommerce support tickets are where's my order. We call them Wismo, inquiries. And so during peak, that number can grow up to 50% because customers really just wanna make sure that that package is gonna arrive in time for the holiday. These inquiries are expensive. They can cost $5 of, like, where's my stuff or it can be up to $22 as we go chase that order and make sure that we can find and locate it. And so most of the time we find that these WISMO contacts are actually not a lost package. It's just a visibility gap. Multiple carrier handoffs, tracking numbers that stop updating, middle of the road, confusing package movement statuses. Your customers just don't know what's happening, and so they call you as a result. We're gonna change that. Today, when a package moves through several different carriers, the tracking experience breaks. There's different tracking numbers. Status updates don't flow through. It can be confusing for end customers when they see these these events happen, and then that becomes a support ticket. And so or a phone call. We're we're we're working to unify that entire experience together. Really exciting that ShipBob is now a carrier of record on Shopify. And so this change provides a seamless tracking thread from the time we generate a label on a package all the way through to the customer's doorstep at successful delivery. It provides detailed statuses that actually make sense to the end shopper. And another cool benefit, it can be branded, and it could be a branded tracking page with your own logo, your own colors, and your own brand all over it. Let me show you this tracking experience, across each piece. So as I mentioned, we're actually Shopify now recognizes us as a carrier partner. And so that became, like, the building block of the entire promise experience for us. Here's what used to happen. ShipBob would add a new carrier, maybe a regional carrier that delivers actually faster in a particular zone, but Shopify didn't recognize it. So then their tracking experience would break. Customers would click a link, and sometimes they would get nothing. And they didn't blame the carrier. They would blame the merchant for a really bad tracking experience. Some of our merchants were getting a wave of Wismo tickets, and it's something that's completely outside of their control. And so our tie hands were tied too. We had to build workarounds that blocked certain carriers even if they were actually the best carrier to be used because the tracking experience just wasn't good. So that meant we wouldn't always pick the best option for a given shipment. We were choosing between really good tracking and the right carrier to get the job done, and that's just not a good trade off for us to make. With us being a registered carrier on Shopify, instead of Shopify seeing a tracking number from postal service, UPS, or whoever's moving that package, it sees one ShipBob tracking number that brings it all together. Shopify is querying us directly for those for those tracking events, and we translate real time data from the underlying carrier into a clean, consistent update no matter who's doing the last mile delivery. Your customers actually see a consistent tracking experience all across the journey. The broken tracking experience is gone. The where's my order tickets drop, and we can now route shipments through any carrier in our network. We can pick the one that's the fastest, the cheapest, or actually has the best experience in that particular ZIP code without compromising any of the tracking experience. Millions of our orders are already shipped this way. Tens of millions more forecasted, this year. And it's just a better customer experience with lower cost. And we're not making that trade off between a good tracking experience and the best carrier to use. Now the tracking page is fully within your own control. Track Bob is now generally available. You can customize your tracking page with your brand's logo. You can put your own colors on it and assets. Your customers get detailed statuses throughout the entire journey and full visibility end to end. This is the last mile of the delivery experience completely in your control, not a generic tracking page with a bunch of broken links. You turn a support moment actually into a brand moment now because your brand is on the front of the tracking page. Now let's talk about what happens when a customer wants to send something back. Really excited about some of our investment in returns. Returns is one of the most painful parts of ecom. We have two solutions now with returns. We have a standard returns process for all d two c brands, and then we have an apparel returns experience for mid market merchants with more complex SOPs. And that's being operated out of our Fort Worth hub now. This spring, we have three updates across both of our return solutions. First, I'll talk about return labels. Really exciting, we've got QR return labels now. Your customers can just scan a QR code and then return chips using our carrier rates and the package flows directly into our network. This works for both standard and apparel returns. You manage everything from one platform. We're kicking this off in June with our our loop integration first. And then second, we're really leaning into lot product returns. Now if you sell lot tracked products, eligible returned items can now be inspected and restocked. This allows you to recover value and reduce waste while staying compliant with the regulations tied to some of the lot controlled products. This will apply to both return solutions, whether it be our standard returns flow for DTC or our apparel returns flow that go into our returns hub in Fort Worth. Several of our apparel brands track their product lot codes for quality reasons, and we can now support it with our returns loop. Lot quarantine management is, is now available via API, which is a really cool improvement that we've been able to come through with. And then third, I wanna talk about apparel returns. As we've leaned into more apparel, we're expanding our pair apparel return solution. This is built specifically for mid market apparel merchants who need us to follow really complex SOPs. Maybe we do garment inspection, we do minor refurbishment, we can do lip rolling and add new tags, and maybe we refurbish some of the items slightly. This just really puts more of your returns volume into a resellable state. We've already launched in Fort Worth at our facility there at our hub. We started with just a a few brands to make sure we're really nailing the flows, and now we're accepting new merchants. So if you're an apparel brand dealing with high return volume, talk to your ShipBob team, and we'd be happy to figure out how we can route route your apparel returns through our Fort Worth, returns facility as well. These are the biggest things that we're launching this quarter. There's even more, though. Everything else is on the spring release landing page. I'm gonna hand it back over to Dhruv to to close this out. Awesome. Thank you, Melissa. This was great. Yeah. This is one of our biggest releases, so I hope you all are acts as excited as we are on this one. And if you wanna ask us more questions, there's that fulfilled event that Britney spoke about that hopefully, we can see a bunch of you over that. Britney, do you wanna open it up for q and a? Yes. Let's do it. So like I said at the beginning, keep sending your questions, via the q and a widgets. We have plenty of time to answer them. One that did come through and maybe, Drew, you told me an anecdote. So, like, so maybe you can answer this one. But with ShipBob MCP being live in Claude, what could this like, can you give us a specific example of how a merchant might use this in practice? Yeah. For sure. And so, you know, so the MCP is a really easy way to get access to our APIs, especially if you are not technical. And so and the way our so effectively think of the MCP as a wrapper on top of our APIs. And the way our APIs are built is that the APIs are designed for a user to do everything that is possible on a ShipBob application. So a long way of saying that now using MCP, a nontechnical person can perform the same actions or a agent can perform the same actions that a human user could do on a dashboard. So what are the different actions that a user does on the dashboard? They wanna review orders. They wanna see how many orders with an SLA date of today are shipping out of Moreno Valley, for example, or how much of my SKUs are running low on, below a certain threshold that I must reorder from. And so really think of the MCP layer as a way for nontechnical person to ask really relevant questions around orders, inventory, customers, returns, and get all of that information without having to log on to the ShipBob dashboard. And then once you instead of asking the same question over and over again, you can now task a AI agent to produce that same answer for you every day. Let's say at 10:00 in the morning, you start your day and you want that AI agent to pull out of ship up. How many orders were shipped yesterday? How many of them got a first carrier scan? How many of them were delayed? How many, inventory items, you know, you're running low off. All of the basic metrics that you would have a human analyst or a or a or you would do it yourself. Now you can now basically do it through an AI agent. Save that, for example, in Claude as an artifact, and now you don't have to do that task ever again. Or you can ask the AI agent to email you a PDF. And so it's very, very powerful. The use cases are presumably endless. You're so you're really constrained by, you know, maybe creativity in some ways. And if, again, as a plug for fulfilled, we will go deeper into actual workflows that heads of supply chain have built on top of ShipBob's MCP, which is driving their day to day at fulfilled. So if you're curious on how to build your own AI agents in the world of supply chain, you should absolutely attend fulfill. Awesome. And I we actually got a few more questions on this exact topic. I think Drew answered the more complex, use case question, but someone else called out. Hey. I tried to follow the developer documentation around this, ran into issues. You know, are we able to provide more information? Is there someone they can work with at ShipBob? Yep. Yeah. Of course. I think that we have, on the developers doc, there's a developers@shibar.com email. If you email them, there there's a engineering team on the other side of it that can jump on a call. Lot of times, especially if you're getting started, I think the OAuth, piece is little tricky. That's just, you know, security. But once you're able to get through it, then the rest of it is fairly straightforward. So especially if you're having trouble on OAuth, which, which a lot of folks do while getting started, you can, you know, you can definitely email us. But see, that's the beauty of the MCP layer is that you don't have to be a technical AI developer API developer anymore. You can basically use our MCP and get around some of these. topics pretty quickly. It also it's a I'm glad you bring it up, though, because as we're getting that feedback, that could be great virtual content. And like Dhruv mentioned, we're gonna be doing some live tutorials, have folks that fulfilled, and this will be a much bigger topic. Who knows, how much more advanced we'll get in the next month and a half, leading up to the event. Okay. Melissa, if you can answer this one, we were asked what happens if the promised delivery date is missed. Yeah. So the, you know, the the promised delivery date, we're still taking a look at what our what our policy is gonna be in terms of missed promise, which is why we're launching in, you know, a couple of regions and sites at first, to make sure that we're really nailing it. But we are we are you're it's never gonna be a 100%. Right? Generally, like, even Amazon runs it, you know, 95 ish percent nailed promise. And so that's kinda where where our benchmark is being set is, like, what is it gonna take to nail that 95%? The key lesson learned then for me in this space is proactive updates and notifications to end customers. So if a promise is at risk, you that should not be a surprise to an end, a buy you know, somebody who bought an item. They should know, hey. Weather happened in the Northeast. There's a storm. Your package was committed to be there Thursday. It's on track, still arriving. It's coming Friday. And the more proactive you can be in those notifications, it keeps the wizmo down. And then end customers get it of, like, oh, there's a storm in the Northeast and and they understand. And so that's kind of what how we're thinking about it is scoping the proactive and then nailing that kind of benchmark industry standard best in class level of promise execution. A 100%. And if you're using one of our, you know, customer service integrations with folks like, you know, Gorgias, because we have these, you know, additional events, you're able to provide your customers with so much more transparency Yeah. compared to other solutions. But much more to come on Promise. Y'all are will hear about it in, every seasonal release this year most likely. So more more to come of the field. I can take this one. I'm not sure who asked it, but is Europe equally included in this release or is it just US? I think this is absolutely global. Some of the things that we've talked about today and generally, you know, as we're rolling things out in our network, we'll start in The US. It's our the market where we may test and then extend it globally, but there are many globally available releases that we talked through today and that are on the landing page. If when you're on there, you'll see, emoji flag that lets you know, plus it should be within the text. Cool. Dhruv or Melissa, if y'all are familiar with our kitting API, I think I get asked about it on every webinar we have, and it should be live. So I'm not, again, not sure who who asked it, but that is included in our release. We didn't go over it today, but it's on our release notes page. Yes. Yes. That's a that's a big one. And, again, if you all, think through, you know, what are we going to put in our API, Just know that all of the UI at ShipBob dashboard, if it supports an action or it provides some information, that will be available through our API and through our MCP. So, so if there are any gaps that you all are seeing, definitely email developers@ShipBob.com, and we'll try to prioritize those APIs. That's how the kitting came about because one of our brands said, I can't, create a kitting order without having to log on to the ShipBob dashboard. Yes. I think we've we've heard about it too in our our customer feedback sessions that we do at Fulfilled. Melissa or Drew, either one of y'all y'all might, both wanna comment on this. But, you know, personally, which way in which ways do you think that these updates for spring, how should merchants be thinking about it, you know, with long term decision making as they think through consolidating, expanding, or diversifying their own in fulfillment infrastructure? Yeah. Maybe, Dhruv, I'll I'll jump in and then and then you can add on. You know, this is an interesting question because it's definitely not one size fits all. We have brands that have varying needs. Right? And so if I am a beauty brand, it probably makes sense for me to leverage the IPP program that we've built out, distribute my inventory, get it as close to the end customer as possible, and then I'm going to take advantage of the fast speeds that Shifab is able to offer in terms of delivery at the lowest possible cost. If I'm an apparel brand with a really, really high SKU count, it probably makes more sense for me to have a fulfillment option in the center of the country. I may, customers are less speed sensitive. I may have, you know, a time in transit of three days instead of two, maybe three and a half days. But then I'm not gonna have to duplicate my SKUs across multiple fulfillment centers, and then I can really optimize around some of the you know, you still get the benefits of promise, and the returns flows, but you're not having to multiply your SKUs across multiple. And or maybe I'm somewhere in the middle and I'm going to take my, what I call, hero SKUs, the SKUs that turn a lot, and I'm gonna move those across the country and take advantage of maybe three to five regions with ShipBob. And then I'm gonna have the rest of my SKUs at a more central location. And so I think the benefit of ShipBob is we've built a network where you can really pick and choose based on your own business dynamics and what makes the most sense to optimize for the end customer experience, but also at the same time for cost. And we have those options where, if you're not able to spread your skews out, but we can zone skip it and give you the best possible transportation cost at that fast speed. And so, it really is kind of a choose your own adventure based on what what the what the merchant needs to when you match up with ShipBob. Drew, I don't know if if you have anything else to add to that. No. That that was great. Yes. And we see that across our network, you. know, brands making decisions based on their scoop of file and which category they belong to. And our promise, I guess, just to weave it back into promise, we'll factor that in. And so if it's should be if all of your inventory is from Chicago, let's say, and you're shipping to California, the promise, it factors that in when we are surfacing that, delivery date to your to your shoppers. And so, promises may be different from, you know, like Amazon Prime, like ex like, everything has to be within two days. So that so that's the nuance I wanna make sure everyone gets through is, like, we are really building this for brands, and brands have different promises that they might expect, to provide to their shoppers. Awesome. A question from Nicole, and maybe you can send a a follow-up here, but I think you asked what are the next steps for getting the customized tracking on our return page. If you can just send me a little bit more detail, we can answer answer that question. But when Melissa right now, TrackBob, our branded tracking option, it's it's based on the integration you use to import your orders. So Shopify and ShipStation, are supported today. We're we're expanding further, but that's, that could be the issue. But let me know, and we'll try to answer it again. A question speaking of promise, how much does how does promise actually decide which carrier to use for a given order? Yeah. I can jump in here, Yeah. Drew. So the the system evaluates every available carrier across a couple of dimensions. First, can it meet the delivery date that was committed, and then what does it cost? And in in that order, we have an internal rating card that computes the carrier specific rate across every fulfillment. It'll look at the fulfillment center where the inventory is sitting, the ZIP code it's shipping to, and then what carrier accommodations can be used to make sure that that promise is hit. Our internal route planner will then pick the most cost effective option that can still nail that promise delivery date. If no carrier can meet the date, we have intelligent fallback logic so that that label generation won't fail and the order will still ship. It will update that promise and or upgrade the prompt, upgrade the ship option to a faster option to a faster option to make sure that the promise can be met. I hope that's helpful, Britney, in addressing how that's gonna flow. So, what carriers can hit it, make sure promises hit, and then the lowest cost that aligns to that promise. Yep. It's complex, but we've solved for it. So cool. Let me Dhruv, I feel like this, might be be good for you to answer, especially because you were our original, you know, kinda engineer. How long does it typically take for our product and engineering teams to, you know, review integrations and approve them for production. And does that in AI? oh, integrations meaning, like, new product features? I'm assuming that's what the implication implied. I am not positive. It's they said integrations. So maybe speak to it from, like, a feature perspective as well as a partner integration. Right. Yeah. For sure, partner integration should be especially if you all are a developer and you're trying to build against, Shubhob developer API and then trying to publish an app on our app store, that should be fairly quick. We go through a few checks. So maybe get in touch with us or Britney, and we can point you in the right direction. If it's a feature that Shubhav's product and engineering team is trying to build for its own network, traditionally, that would take, you know, several cycles. So it could be if it's relatively minor, like adding a not a minor, but, adding a new carrier, for example, because of our diverse wide carrier network, we can we have that down very quickly where we can introduce new last mile carriers, maybe, let's say, in a month of a few or a couple of sprints. A sprint is two weeks. And then but now post AI, we've been able to like, the yard bandwidth software, there are several other features. We are going from prototyping to having something done in production in, you know, in a sprint by itself. So from start to finish. And and the the way Shubhrant product and engineering works is in sprints, which is a two week run. And so, traditionally speaking, you know, engineers are well prepared for what they need to build in a a sprint months ahead. So our product team works maybe, like, six sprints ahead or four sprints ahead. Now because they are being able to do so much more in a sprint, we are being a lot more real time. And so a product, you know, an idea can go from idea to live asset as a set in the yard management demo, like, in ten days. And we are still doing lot more of that. Yeah. And it's still getting QA'd. Yes. Of course. not. skipping. that part and. well well, speeding ahead. Okay. I can take this one unless someone wants to expand. We were asked for our new return labels, solution. We're launching with Loop. Are you expanding to other platforms? And the short answer is yes. We are. So we we partner with a few different returns partners today. So we're kicking off with Loop, But there will be more to come, so look out for more info in our summer release. But if you're on Loop now and want to work with Ship ShipBob and use our return labels and, you know, save some money, reach out to us. Let us know. We'll be kicking that off next month. Alright. Keep keep sending them, y'all. We've we'll stay on a few more minutes. Let's see. Melissa, maybe you know this one. It says with cube aware, will we no longer have to set carts by package material? Yes. This is part of the auto cluster flow where the picks will cluster together in a pick path automatically by what size of product it is, rather than having to select a particular product package material or product dimension. Those can flow through just just naturally to the next picker and, it it this is a so far the results have been really, really cool to see in Moreno Valley. Awesome. Thank you. Okay. Melissa, you touched on this up upfront, so maybe the person wasn't on yet. But, can you expand upon what we're doing to improve, like, support experience and response times? Yes. Absolutely. So support experience and response times are a big focus of the supply chain and merchant experience teams, particularly right now. Frankly, we've learned some lessons in this space, around the use of AI. I think Drew walked through some of the really great benefits of AI and how we're, leaning into that technology. But frankly, it's been a frustration point for some of our merchants and the AI experience upfront with our chat box. And so, we're rolling back some of that and leaning more into using AI to help solve, the challenges faster versus answering direct merchant questions faster. So I guess directly, it's more human interaction earlier in the process to make sure exceptions are handled appropriately. Second to that, I mentioned it earlier in the presentation, just adding more boots on the ground under the roof operational support to answer those merchant questions. A lot of times merchants will hey. Can you take a picture of the SKU? I think my manufacturer sent x. They should have sent y. Can you go take a picture? I think this barcode issue like, you know, the plethora of issues that can happen within, supply chain flows, and so having more boots on the ground to quickly address those, issues for merchants faster is a is a key focus of us ours Awesome. Thank you. Nicole, thank you for following up. well. Natsko, if you can paste in the help center guide that has the instructions for updating the tracking page, it's really easy to do. I I don't have it in this presentation today or I would show you, but it takes it it takes less than five minutes, so we'll get that article to you. So good to know you're on Shopify. It should be very easy to turn it on. Awesome. Okay. I please don't be shy. Ask another question, but I think we'll close it out on this last one for you, Dhruv. We were asked, you know, a lot of folks in our space, our competitors, you know, say they're investing in AI. Why what makes ShipBob different than other fulfillment companies when it comes to AI? Yep. Great question. Yeah. Yeah. I think at this point, if any company is claiming that they're not investing in AI, they're probably making a mistake. So everyone will make that claim. But I think so you gotta really, you know, look underneath the covers to see how much of it is real versus a little bit of, you know, smoke and mirrors. So, for ShipOff specifically, you know, some of the capabilities that Melissa talked about, just in the spring release, the work we are doing in promise on returns using the Vision AI to understand whether those returns are are fraudulent or not. Our entire work around inventory placement, carrier selection, these are all applications of machine learning and AI, and they're truly possible if a company decides to own the technology stack of then it can build then it can use AI to turbocharge what it's already doing. So for Shiba, I think or maybe for for for the folks in, in the audience who are trying to decipher, you know, between Shiba and others, I would ask questions around, hey. How much of the technology stack does the company own and operate on its own versus uses third party software for? And at of course, we we we, you know, we are super proud of, decisions made of running our own WMS, of building our own merchant application, of building our own APIs, almost five, six years ago now, and then sort of using AI to build, really iterate really quickly on top of. And the problem is when you've not made those choices, then firstly and you're let's say in the warehouse, which is the most common example, you're using a third party WMS solution. Then you're only as good as how quickly that third party WMS solution is adopting AI. So even if you have a great idea on a new process path or on introducing promise, you fundamentally cannot do that unless the WMS that you're using also makes that same choice. And so you're constrained by the choices that, you know, of that third party software company. And so the WMS, I think, is the warehouse manual software is the most easiest one to decipher. Even if a company is claiming that they are investing in AI, will they be able to actually produce results or not? And I don't think if you do not have your own WMS inside the fulfillment centers, maybe that's, like, the first basic one, that it would be highly unlikely for you to materially impact merchant outcomes. And so for us, you know, that's that's the one big one that we've invested on and that we continue to invest on. And just to wrap this up, you know, for the longest time, merchants actually never really see a WMS. And so a lot of our investors, analysts would question, like, why are you investing in the software that your merchants will never really see? They couldn't really care whether it's your WMS or or somebody else's. And now it's so much easier for us to explain why we built our own WMS because we control our destiny. We can introduce new features. We can make constant iterations. And now with AI, we can do all of that a lot faster. So we are super, super excited, on the direction that Shubhob is headed in, with all of the capabilities that we are launching this year and all of the feedback that we're getting from our brands. Because that feedback also now has a real path of getting executed towards production. So I think in supply chain, this is probably the most excited I've ever been, because we are back to building, at a incredible place. So so super excited to be in a position at ShipBob to do so. Yeah. Full circle for you, Dhruv. Yeah. Amazing. Well, Dhruv, Melissa, everyone still listening, thank you so much for joining us today. I feel like we this is the most exciting one yet and super excited for Fulfilled and Summer Release. And thank you all. If you have any questions, I'll put my email in the chat. Feel free to reach out to us about anything we discussed today, or if you want a discount to come to fulfill. Okay. See you on the full call. Thank you. Thanks. Thank you. Thank you. Good day for hosting us.