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Support

Questions about Enrixa IndiaPost, or something not working as expected? We’re here to help.

Email support@myenrixa.com. Include your store’s Shopify address (your-store.myshopify.com) and, for a specific parcel, the order number or article ID. Please don’t send customers’ personal details.

Help with setup

Getting API access from India Post is usually the longest step. If you’re not sure what to ask for, or you’re stuck with India Post, request setup help and we’ll take you through it. Getting India Post API access explains each step.

Getting set up

After installing, the app opens on its Setup page, which walks you through five steps and shows what each needs from India Post (the setup guide has the details):

  1. Connect your India Post account with the API login, customer ID and password India Post issued to your business.
  2. Add your dispatch location (the address parcels leave from), and choose the post office that books your parcels.
  3. Enter the contract ID for each India Post service you use, and pick your default service.
  4. Add the article ID range India Post allotted to you.
  5. Add the package size you ship in most.

Until setup is complete, new orders wait under Needs attention, so nothing is missed.

Common questions

India Post login can’t be verified

Your API login comes from India Post, not from your customer portal login. Ask your India Post sales executive to raise an API integration request with CEPT for your customer ID, and say Enrixa IndiaPost App will do the integration. When CEPT sends the API username and password, save them under Settings → India Post account. If a login that worked stops working, email us: India Post may need to approve our server again.

An order is under Needs attention

Open it to see the reason, such as a missing phone number, an incomplete address or a parcel over the weight limit, and how to fix it. Fix it on the shipment or in the Shopify order, then choose Re-check order. If India Post rejected a booking, fix what it named and choose Retry: the same article ID is reused, so a retry never books twice. Every reason is listed in the docs.

Tracking isn’t updating

Tracking starts once India Post first scans the parcel. The app checks every 15 to 30 minutes by day and every 2 hours overnight; Check now on a shipment asks India Post at once. India Post’s instant webhook needs its business team’s approval (Settings → India Post account).

A customer asked for their data

When a customer makes a request through your store, Shopify tells us automatically. The export appears under Settings → Customer data for you to send them. Erasure requests are carried out as they arrive and listed on the same page; a shipment that wasn’t booked yet waits under Needs attention for you to cancel. See our privacy policy.

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