Last-mile delivery

ZipTrail

Deliver Calm, Not Chaos

ZipTrail is a lightweight SaaS that provides real-time last-mile tracking and branded customer notifications via simple web and mobile dashboards. It helps small restaurants, neighborhood shops, and independent couriers auto-sync driver GPS progress into route-aware ETAs, reduce missed drops and ETA calls, and improve on-time delivery with measurable time savings.

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ZipTrail

Product Details

Explore this AI-generated product idea in detail. Each aspect has been thoughtfully created to inspire your next venture.

Vision & Mission

Vision
Transform local delivery into predictable, delightful experiences for small businesses and couriers, ensuring reliable, on-time customer satisfaction.
Long Term Goal
Within 3 years, onboard 15,000 local merchants and cut their delivery failures by 30%, saving independent drivers a cumulative 1,000,000 hours annually and restoring calm.
Impact
For small restaurants and independent couriers, ZipTrail cuts missed deliveries by up to 40%, reduces customer ETA inquiry calls by 70%, and saves drivers 10–20 minutes per route, improving on-time delivery rates 15–25%.

Problem & Solution

Problem Statement
Small restaurant and shop owners and independent couriers struggle with unpredictable ETAs, missed drops, and endless customer calls because existing enterprise platforms are costly and complex and consumer apps lack business-facing controls or branded notifications.
Solution Overview
ZipTrail auto-syncs driver GPS progress into route-aware ETAs and sends branded SMS/web notifications from a simple dashboard, giving small restaurants and shops live delivery visibility that cuts missed drops and customer ETA calls.

Details & Audience

Description
ZipTrail is a lightweight SaaS that delivers real-time last-mile tracking and branded customer notifications through simple web and mobile dashboards. Small retailers, neighborhood restaurants, and independent couriers use it to manage local deliveries. It prevents missed drops, cuts ETA inquiry calls, and boosts on-time performance with measurable reductions in delivery failures. Its route-aware ETA sync updates driver GPS progress live and automatically adjusts customer ETAs.
Target Audience
Small restaurant and shop owners (25-55) needing predictable, low-cost deliveries who rely on phones.
Inspiration
On a frantic Saturday morning outside a neighborhood bakery, the manager balanced a ringing phone, a cooling cake, and a stream of angry texts while drivers retyped addresses into two phones and customers frantically refreshed tracking links. Watching that churn—missed drops, wasted staff time—made clear we needed a simple, affordable tool to sync real-time driver progress into route-aware ETAs and branded notifications that turn chaos into calm.

User Personas

Detailed profiles of the target users who would benefit most from this product.

C

Catering Coordinator Casey

- Age 34; event catering manager at mid-size caterer (12 drivers). - Based downtown; serves office parks, hospitals, campuses, and venues. - Bachelor’s in hospitality; owns delivery tooling and staffing budget. - Compensation $70–90k; peak seasons spring graduations and holidays.

Background

Started as banquet captain, promoted after rescuing a chaotic 300-meal drop. A near-disaster from parking delays pushed Casey to digitize routing and client updates.

Needs & Pain Points

Needs

1. Venue-aware ETAs with parking notes attached. 2. Bulk message blasts to anxious coordinators. 3. Rapid reroute when a driver runs late.

Pain Points

1. Dock access delays derail entire lunch windows. 2. Coordinators calling repeatedly for status reassurance. 3. Drivers skipping instructions buried in spreadsheets.

Psychographics

- Lives by tight timelines and contingencies. - Hates uncertainty; craves proactive communication. - Measures success in calm, warm arrivals. - Trades hacks that shave minutes daily.

Channels

1. Email - client updates 2. WhatsApp - driver group 3. Google Calendar - event holds 4. LinkedIn - catering groups 5. YouTube - routing tips

C

Compliance-Minded Morgan

- Age 38; pharmacy delivery lead at regional chain. - Suburban hub; dispatches 8 couriers across 20 miles. - Certified pharmacy tech; HIPAA compliance owner for delivery workflows. - Salary $60–75k; rotating on-call for controlled runs.

Background

Former pharmacy tech who built a makeshift delivery log after an audit scare. A critical missed refill cemented Morgan’s zero-miss, privacy-first playbook.

Needs & Pain Points

Needs

1. HIPAA-safe notifications excluding PHI details. 2. Reliable ETAs to reduce patient anxiety. 3. Clear audit trail for late deliveries.

Pain Points

1. Paper logs crumble under audits. 2. Patients waiting for critical meds. 3. Gated communities block timely access.

Psychographics

- Patient safety over everything else. - Privacy zealot; avoids exposing PHI anywhere. - Trusts systems, not heroic memory. - Prepares Plan B for every route.

Channels

1. Email - SOP updates 2. Microsoft Teams - pharmacy chat 3. SMS - driver alerts 4. LinkedIn - pharmacy operations 5. YouTube - compliance refreshers

F

Franchise Ops Fiona

- Age 41; operations lead for 15 quick-service locations. - Mixed urban/suburban markets; hybrid in-house drivers. - Business degree; accountable for on-time and NPS KPIs. - Compensation $95–120k; owns tooling budget.

Background

Rose from GM to regional ops, standardizing curbside during pandemic pivots. Promo-driven call spikes forced Fiona to seek consistent, branded updates across locations.

Needs & Pain Points

Needs

1. Multi-store dashboard with rollups. 2. Location-level KPIs and exports. 3. Notification templates shareable network-wide.

Pain Points

1. Inconsistent ETAs between stores. 2. Blind spots when drivers no-show. 3. Support calls surge during promos.

Psychographics

- Scale first; eliminate heroics. - Obsessed with comparable, clean metrics. - Brand consistency over improvisation. - Pragmatic, training-light solutions.

Channels

1. Email - executive updates 2. Slack - ops channel 3. LinkedIn - franchise networks 4. Webinars - vendor demos 5. Google Sheets - KPI tracking

L

Local-Loop Leo

- Age 29; D2C owner for specialty coffee brand. - Downtown micro-warehouse; offers 5-mile same-day delivery. - Two part-time couriers; self-taught operator. - Revenue ~$35k/month; margins tight, cash-conscious.

Background

Scaled from pop-ups to online, then added local drops after customer DMs. Text chaos and late handoffs pushed Leo to automate tracking.

Needs & Pain Points

Needs

1. One-click Shopify order import. 2. Live tracking links at checkout. 3. Fast batch routing during peaks.

Pain Points

1. Customers DMing nonstop for ETAs. 2. Manual routing burning evenings. 3. Drivers confused on handoffs.

Psychographics

- Customer-obsessed; replies fast. - Automation fan; hates repetitive chores. - Scrappy, tests and iterates weekly. - Protects brand vibe at all touchpoints.

Channels

1. Instagram - product drops 2. Shopify Inbox - customer chats 3. SMS - drivers and customers 4. YouTube - how-to tutorials 5. Reddit r/Entrepreneur - advice

S

Service-Savvy Sam

- Age 36; scheduler at regional appliance repair firm. - Suburban territory; five technicians with vans. - Ten years dispatching; associate degree in business. - Salary $55–65k; bonus on first-visit resolution.

Background

Moved from call center after mastering upset-customer triage. Late arrivals tanked reviews, so Sam adopted visible ETAs to set expectations.

Needs & Pain Points

Needs

1. Accurate tech ETAs visible to customers. 2. Easy rescheduling when jobs overrun. 3. Heads-up alerts for traffic delays.

Pain Points

1. Double-booked or slipping appointment windows. 2. Customers stepping out during waits. 3. Techs forgetting to update status.

Psychographics

- Punctuality evangelist; promises sparingly. - Clear, proactive communicator. - Fixes root causes, not symptoms. - Calm under chaotic back-to-backs.

Channels

1. Phone - inbound customers 2. Google Calendar - scheduling 3. SMS - appointment updates 4. Facebook - local reach 5. Email - confirmations

P

Petal-Punctual Paige

- Age 33; florist owner-operator with three drivers. - Urban neighborhoods; huge spikes on Valentine’s and Mother’s Day. - Design school graduate; hands-on in shop and deliveries. - Monthly revenue $25–40k; lean staffing, seasonal temps.

Background

V-Day chaos with missed doors and angry callers forced a rethink. Paige ditched paper tags for live links and tighter ETAs.

Needs & Pain Points

Needs

1. Holiday surge routing that adapts mid-run. 2. Branded delivery updates to senders. 3. Parking notes visible per stop.

Pain Points

1. Nonstop where-is-my-bouquet calls. 2. Parking detours blowing tight windows. 3. Recipients not home on first attempt.

Psychographics

- Perfectionist presentation, timing-obsessed. - Relationship-driven; delights senders and recipients. - Frugal but invests for peak days. - Loves repeatable, checklist-friendly workflows.

Channels

1. Instagram - portfolio sharing 2. Google Business - reviews 3. SMS - customer updates 4. WhatsApp - driver chat 5. Email - order confirmations

Product Features

Key capabilities that make this product valuable to its target users.

Adaptive Expiry

Automatically tunes each Magic-Link’s lifetime to the live route: long enough to be useful, auto‑shortening after drop-off. Recipients can extend once (e.g., +15 minutes) with a tap if delays occur, while completed orders hard-expire. This preserves privacy without cutting off access mid‑delivery, reducing support pings during slips.

Requirements

Route-aware Link Lifetime Engine
"As a customer awaiting delivery, I want my tracking link to stay usable until my order arrives so that I can check progress without it expiring prematurely."
Description

A service that computes and updates Magic-Link expiry based on live route signals (dispatch time, driver GPS, ETA drift, arrival, drop-off confirmation). Keeps links active throughout the delivery window and progressively contracts TTL as milestones are reached, within tenant-defined caps and floors. Integrates with the event bus and token service to recalculate and set absolute expiry timestamps on relevant events. Propagates changes to edge caches/CDN to ensure immediate effect across sessions. Expected outcome: fewer mid-route cutoffs, accurate access windows, and automatic privacy-preserving expiry post-completion.

Acceptance Criteria
In‑Route Continuity: No Mid‑Route Cutoffs
Given an order is in state "In‑Route" and the last driver GPS ping is within tenant.ping_freshness_s When the current time is before a drop‑off confirmation event is processed Then the Magic‑Link must remain valid and its absolute expiry must be at least now + tenant.floor_ttl_s And the absolute expiry must not exceed now + tenant.max_ttl_s And the absolute expiry must not be earlier than ETA + tenant.pre_dropoff_view_buffer_s while state remains "In‑Route"
Hard Expiry on Drop‑Off Confirmation
Given a drop‑off confirmation event is received for the order When the Route‑aware Link Lifetime Engine processes the event Then it sets the Magic‑Link absolute expiry to now + tenant.completion_grace_s And the token service persists the new expiry atomically for the token And all requests after expiry return 410 Gone (or equivalent) within 5 seconds globally And the link cannot be extended after completion
Recipient One‑Time Extension Within Limits
Given the order is "In‑Route" and the Magic‑Link is active and the recipient has not used an extension When the recipient requests an extension Then the engine increases the absolute expiry by tenant.extension_increment_s without exceeding now + tenant.max_ttl_s or tenant.extension_max_s total And the extension can be used exactly once; subsequent requests return 409 Conflict and do not change expiry And extension requests in states "Completed" or "Cancelled" return 410 Gone and do not change expiry And an audit event is emitted with order_id, token_id, delta_s, actor, and timestamp
Tenant Caps and Floors Enforcement Across States
Given a tenant has floor_ttl_s = F, max_ttl_s = M, and arrival_window_s = A configured When the engine recalculates expiry in states "Dispatched", "In‑Route", or "Arrived" Then the absolute expiry is >= now + F and <= now + M And in state "Arrived" the expiry is set to now + min(A, M) but not less than now + F And if F > M the engine rejects the configuration, falls back to platform defaults, and raises an alert
ETA Drift Recalculation and Idempotent Event Handling
Given an ETA_UPDATED or GPS_PING event is received for an active order When the event is newer than the last processed event for that order Then the engine recalculates and writes the new absolute expiry to the token service within 2 seconds p95 And duplicate or older events do not change the expiry (idempotent handling) And the expiry never moves earlier than now + tenant.floor_ttl_s while the order is not "Completed" or "Cancelled"
Edge/CDN Propagation of Expiry Changes
Given the token service has updated a Magic‑Link's absolute expiry When clients in different regions request the link Then they observe the new expiry within 5 seconds globally (propagation SLO) And cached responses with stale expiry are purged so expired links return 410 Gone within 5 seconds of expiry And any session started before an expiry change is denied on its next request after the change
Drop-off Hard Expiry
"As a merchant admin, I want tracking links to expire as soon as an order is delivered so that customer and order data are protected after completion."
Description

Upon delivery completion events (e.g., proof-of-delivery, merchant marked delivered), immediately invalidate associated Magic-Links with an optional short grace period and purge cached content. Show a completion state that hides location and sensitive order details while confirming delivery. Ensure token revocation in the auth layer prevents reactivation or replay. Integrate with audit logs and support tooling for dispute resolution. Expected outcome: privacy preserved after delivery with zero lingering access.

Acceptance Criteria
PoD Event Triggers Hard Expiry (Optional Grace Window)
Given an active Magic-Link for an in-progress delivery When a proof-of-delivery or merchant-delivered event is received Then the Magic-Link is marked expired and live location streaming stops within 5 seconds And subsequent GET requests return a Delivery Completed state (HTTP 200) with no sensitive data for the duration of the configured grace window (0–120 seconds) And after the grace window elapses, requests receive HTTP 410 Gone with no token-bound content And duplicate completion events are idempotent and do not change the final state
Completion State Redacts Sensitive Details
Given a Magic-Link is expired due to delivery completion When the recipient opens the link during the grace window Then the page shows delivery confirmation with: masked order reference, merchant/brand name, delivered timestamp, and support contact/CTA And the page must not show: driver/vehicle location, route history, precise delivery address, phone numbers, payment details, or itemized order contents And image thumbnails (if any) are blurred/redacted unless explicitly whitelisted for disputes And page metadata (title/OG tags) contains no sensitive details
Token Revocation Blocks Reactivation and Replay
Given a Magic-Link token is expired When the same URL (including any query variants) is requested via GET/HEAD/WebSocket/SSE Then access is denied (401/403) or returns 410 Gone as per endpoint contract with no sensitive body content And any extension action attempts return HTTP 409 Conflict with message Delivery already completed And toggling order status back to Out for delivery does not reactivate the expired token; only a newly generated link can be issued And signed URL integrity is enforced (host/path/expiry bound); replay with captured requests fails And all blocked attempts are logged with anonymized client fingerprint for abuse detection
End-to-End Cache Purge and No-Stale Guarantee
Given CDN and edge caches may hold Magic-Link responses When a delivery completion event is processed Then edge/CDN cache for the link URL is purged within 10 seconds And subsequent responses for the expired link include Cache-Control: no-store, no-cache and a new ETag/asset hash to prevent 304 of pre-expiry content And service worker (if present) bypasses cached artifacts and serves the completion state immediately And no stale pre-expiry content is served in synthetic tests across regions (0% tolerance)
Audit Logging and Support Console Visibility
Given delivery completion triggers hard expiry When the event is processed Then an immutable audit record is written within 5 seconds containing: order_id, link_id, event_type, event_source, occurred_at (UTC), processed_at, actor (system/user), client_ip, and revocation_latency_ms And the support console can retrieve the record within 30 seconds and display a redacted completion snapshot (no PII beyond masked order reference) And audit records are searchable by order_id, link_id, and timeframe And export provides a signed JSON record for dispute resolution
Multi-Session and Cross-Device Invalidation
Given the recipient has the Magic-Link open on multiple devices/sessions When delivery is completed Then all active sessions transition to the completion state within 5 seconds via push (SSE/WebSocket) And if push fails, polling detects expiry and transitions within 15 seconds And no further location or ETA updates are emitted after transition
Revocation Latency Monitoring and Alerts
Given the privacy requirement of zero lingering access When tokens are expired system-wide Then the metric magic_link_revocation_latency_seconds is emitted for each link And p95 latency is <= 5 seconds over a 24h window And an alert fires to on-call if p95 > 10 seconds for 5 consecutive minutes And a dashboard shows revocation rate, latency distribution, cache purge success rate, and blocked replay attempts
One-tap Recipient Extension
"As a recipient, I want to extend my tracking link once when the driver is delayed so that I can keep viewing accurate ETAs without contacting support."
Description

Enable recipients to extend their Magic-Link once by a configurable duration (e.g., +15 minutes) prior to drop-off. Provide a clear CTA on the tracking page with real-time countdown, disable after single use, and reflect updated expiry instantly across devices. Validate eligibility server-side (not expired, not completed, within max cap) and record an audit trail. Outcome: fewer support contacts during delays and improved customer experience.

Acceptance Criteria
CTA visible and functional for eligible recipient
Given a recipient opens an active Magic-Link before drop-off and the link has not been extended And the tenant’s extension feature is enabled with a configured duration (e.g., 15 minutes) When the tracking page loads Then an “Extend +<configured duration>” CTA is visible above or adjacent to the countdown timer And the countdown displays the remaining time to expiry in mm:ss and updates at 1-second intervals When the recipient taps the CTA Then the client sends a single idempotent extend request to the server And the server responds success with the new expiry timestamp And the countdown reflects the new expiry within 2 seconds on the current device And the CTA state changes to indicate the extension was applied (e.g., label: “Extension applied”)
Single-use enforcement and post-extension UI state
Given a Magic-Link for which an extension was already granted When the recipient views the tracking page Then the extend CTA is disabled or hidden And the page communicates that the extension has been used (e.g., “Extension used”) When the recipient attempts to trigger an additional extension via any client action Then no additional server-side extension is performed And any stale client attempt receives a non-success response (e.g., 409 Already Extended) And the UI remains in the disabled state without changing the expiry
Server-side eligibility validation and ineligible responses
Given a server receives an extension request for a Magic-Link When the link is expired OR the order is completed OR the request exceeds the configured max extension cap OR the feature is disabled for the tenant Then the server rejects the request without changing the expiry And returns an appropriate error (e.g., 400/409/410) with a machine-readable code indicating the reason And the client displays a non-blocking message explaining why the extension failed And an audit record is written for the rejected attempt When a drop-off completion event races with an extension request Then only one outcome is persisted, with the extension rejected if completion is committed first
Cross-device propagation of updated expiry and CTA state
Given the same Magic-Link is open on multiple devices or browser tabs When an extension is successfully applied from any device Then all other active sessions reflect the new expiry within 5 seconds And their countdown timers adjust to the new expiry without page reload And their extend CTA state updates to disabled/used to prevent further attempts
Audit trail recording for extension attempts
Given any extension attempt (successful or rejected) When the server processes the request Then an immutable audit record is stored containing: order_id, link_id, tenant_id, previous_expiry, requested_duration, resulting_expiry (if success), outcome (success/rejected), reason_code (if rejected), request_timestamp (server time), requester_ip (hashed), user_agent, and idempotency_key And audit records are queryable by order_id and link_id within admin tools And timestamps are recorded in UTC with millisecond precision
CTA deactivation after drop-off and hard-expiry
Given an order is marked completed OR the Magic-Link has hard-expired When a recipient opens or refreshes the tracking page Then the extend CTA is not shown And the countdown no longer ticks and instead shows a clear expired/completed state When an extend endpoint is called against such a link Then the server returns a non-success (e.g., 410 Gone or 409 Ineligible) And no audit entry indicates a successful extension
Configurable duration and max cap enforcement
Given a tenant has a configured extension_duration_minutes and a max_extension_cap_minutes When an eligible recipient requests an extension Then the granted extension equals extension_duration_minutes but does not cause total added time to exceed max_extension_cap_minutes And if extension_duration_minutes is 0 or the feature flag is off, the CTA is not shown and requests are rejected And the new expiry never exceeds any route-completion hard-expiry limit if present And the server response includes the precise new expiry timestamp used by the system
Tenant Policies & Overrides
"As an operations manager, I want to configure how long links last and how extensions work so that our policy matches our customers’ expectations and privacy standards."
Description

Deliver tenant-level configuration for default link lifetimes, minimum/maximum TTL, extension allowance, extension duration, and post-completion grace. Support per-order overrides via API for special cases and expose settings in the ZipTrail dashboard with role-based access and revision history. Validate inputs on save and propagate effective policy to the runtime engine. Expected outcome: consistent, governance-aligned behavior tailored to each business’s risk and customer experience posture.

Acceptance Criteria
Dashboard Policy Configuration: Valid Save With Defaults & Bounds
Given I am a Tenant Admin on Settings > Magic-Link Policy And the form shows fields for Min TTL, Max TTL, Default TTL, Extension Allowed, Extension Duration, Post-Completion Grace When I set Min TTL to 5 minutes, Max TTL to 240 minutes, Default TTL to 90 minutes And I set Extension Allowed to true and Extension Duration to 15 minutes And I set Post-Completion Grace to 10 minutes And I click Save Then the system validates all inputs and accepts the configuration And a new policy version ID is created and displayed And the saved values persist after page refresh and re-login
Dashboard Policy Configuration: Validation Errors Block Save
Given Min TTL is 5 minutes and Max TTL is 240 minutes When I enter Default TTL = 3 minutes Or I set Extension Duration = 0 minutes while Extension Allowed = true Or I set Post-Completion Grace to a negative value And I click Save Then the save is rejected And each invalid field shows an inline error with specific bounds or rule text And the server responds with a 400/422 carrying machine-readable error codes per field And no new policy version is created
Role-Based Access Control for Policy Settings
Given a tenant with roles: Admin, Manager, Courier When an Admin opens Settings > Magic-Link Policy Then fields are editable and Save is enabled When a Manager opens the same page Then all fields are read-only and Save is disabled When a Courier attempts to access the page or policy API endpoints Then access is denied with 403 and no data leakage of current values
Per-Order Policy Overrides via API With Bounds Enforcement
Given tenant policy Min TTL = 5, Max TTL = 240, Extension Allowed = true, Extension Duration = 15, Post-Completion Grace = 10 When I POST /v1/orders with policyOverrides { defaultTtlMinutes: 120, extensionAllowed: true, extensionDurationMinutes: 10, postCompletionGraceMinutes: 5 } Then the API responds 201 Created And the response body includes effectivePolicy reflecting the resolved values and source = "order-override" When I POST with defaultTtlMinutes: 3 (below Min) or extensionDurationMinutes: 0 Then the API responds 422 Unprocessable Entity And includes error codes like POLICY_BOUNDS_VIOLATION with json-pointer paths to offending fields And no order is created
Policy Revision History, Diff, and Revert
Given an Admin saves a policy change with an optional change note Then a revision entry is created with version ID, editor, timestamp, note, and before/after diffs per field When I open Revision History Then I can view at least the last 50 versions with pagination When I select a prior version and click Revert Then a new version is created that restores those values And the revert is logged with a reference to the source version And the reverted values are immediately the active tenant policy
Policy Propagation to Runtime Engine Within SLA
Given a new tenant policy is saved as version Vx at time T0 When the runtime engine issues Magic-Links for orders created after T0 Then within 10 seconds of T0 the engine uses version Vx for policy evaluation And link payloads include policyVersion = Vx and computed expiry consistent with Vx And an internal event/log confirms propagation success with latency ≤ 10s
Runtime Enforcement of Extension Allowance and Duration
Given tenant policy Extension Allowed = true and Extension Duration = 15 minutes and Max TTL = 240 minutes And a recipient has an active Magic-Link with remaining lifetime ≥ 1 minute When the recipient taps Extend for the first time Then the link expiry is extended by 15 minutes without exceeding Max TTL And an extension event is recorded with user agent and timestamp When the recipient attempts to extend again Then the request is denied and the UI indicates the one-time limit per link When Extension Allowed = false in the effective policy Then the Extend control is not shown and any direct call returns 403
Secure Expiring Tokens & Revocation
"As a security-conscious merchant, I want tracking links to be cryptographically time-limited and revocable so that customer data remains protected even if a link is shared."
Description

Issue signed, time-bounded tokens for Magic-Links with embedded claims (order ID, tenant, expiry, extension_used) and enforce validation at the edge on every request. Implement fast revocation lists and cache-busting on expiry or completion, with protection against replay and reuse after invalidation. Rate-limit extension requests, bind tokens to channel entropy where feasible, and avoid PII in URLs or error messages. Expected outcome: strong privacy and security with minimal latency overhead.

Acceptance Criteria
Expiry UX States & Messaging
"As a recipient, I want clear messages about when my tracking link will expire and what I can do so that I’m not surprised or left without options."
Description

Present a visible countdown and contextual messaging on the tracking page, including pre-expiry warnings, extension availability, and post-expiry states (“Delivery in progress,” “Delivery complete,” “Link expired”). Provide localized copy, accessible components, and consistent behavior across web and mobile. Offer a fallback CTA (contact store/support) when extensions are unavailable and avoid revealing order details after expiry. Expected outcome: clear, low-friction UX that reduces confusion and support pings.

Acceptance Criteria
Telemetry & Policy Effectiveness Analytics
"As a product owner, I want analytics on how Adaptive Expiry is used and its impact so that I can tune policies and prove value to customers."
Description

Capture events and metrics for expiry updates, extension requests, approvals/denials, expiry reasons, and post-drop-off access attempts. Provide dashboards and exportable reports showing extension adoption, average TTL by route state, support contact correlation, and privacy KPIs. Emit alerts for anomalies (e.g., unusually high extension rates) and suggest policy adjustments. Expected outcome: data-driven optimization of Adaptive Expiry and demonstrable impact on support reduction and privacy.

Acceptance Criteria

ForwardSafe

Enables controlled delegation by creating a limited-scope sub-link for a doorman, receptionist, or neighbor. Sub-links mask address details, hide driver contact, and only show arrival window and confirmation within a small geofence. Full view/forward audit and auto-expiry at handoff cut office/apartment missed drops while keeping data private.

Requirements

Scoped Delegation Sub-Link
"As a dispatcher, I want to generate a limited-scope link for a doorman so that they can confirm receipt without exposing address or driver contact details."
Description

Implements creation of a limited-scope sub-link tied to a specific order/stop that delegates minimal access to a third party (e.g., doorman/receptionist). Supports policy configuration for permissions (view arrival window, confirm handoff), time-based and event-based expiry, single-use vs. reusable tokens, geofence radius, and forward limits. Generates cryptographically secure, non-guessable tokens with short TTLs and tenant branding. Integrates with ZipTrail order/route models, respects multi-tenant isolation, and records metadata for audit and analytics. Provides UI and API endpoints for creation, preview, and management.

Acceptance Criteria
Geofenced Access Control
"As a doorman, I want access to the arrival window and confirmation only when I am near the building so that privacy is preserved and I act at the right time."
Description

Enforces location-gated visibility for sub-links so that detailed information is revealed only within a small configured geofence around the delivery point. Outside the geofence, the view shows minimal, non-sensitive context (e.g., generic arrival window). Uses browser/mobile location with graceful fallbacks (network-based approximation), clear permission prompts, and denial handling. Continuously updates ETAs and gate state in real time with low battery impact and resilient behavior in GPS-poor environments (urban canyons, high-rises). Compatible with mobile web, PWA, and native WebView contexts.

Acceptance Criteria
PII Redaction Layer
"As a recipient delegate, I want to see only the essentials to accept the delivery so that customer address and driver contact remain private."
Description

Provides a redaction service that masks customer address details and driver contact information across sub-link views, notifications, and webhooks. Displays coarse location cues (e.g., building name or block-level indicators) and role-based initials instead of full names or phone numbers. Applies consistent policies per tenant, with configuration for granularity and exceptions. Ensures redacted data cannot be reconstructed client-side, enforces encryption in transit and at rest, and logs redaction policy versions for compliance.

Acceptance Criteria
Forwarding Controls & Audit Trail
"As a store manager, I want a clear audit of who viewed and forwarded the link so that I can trace issues with missed drops or misuse."
Description

Introduces controlled forwarding with per-tenant policies for allowed channels (SMS, email, apps), maximum forwards, device binding, and single-use options. Each forward generates a unique child token. Captures and stores detailed event telemetry (created, viewed, forwarded, geofence-entered, confirmed, expired) with timestamps, approximate location, IP, and user-agent. Presents a chronological audit trail in the dashboard with export and retention controls, and flags suspicious patterns for review.

Acceptance Criteria
Handoff Confirmation & Auto-Expiry
"As a doorman, I want an easy way to confirm I received the package so that the driver can complete the stop and access is immediately revoked."
Description

Delivers a simple, friction-light confirmation flow that lets the delegate acknowledge receipt via one-tap confirmation, optional OTP/PIN from the driver, or QR scan. On confirmation, marks the stop as delivered-to-delegate, emits real-time updates to driver, dispatcher, and customer, and auto-expires all related sub-links. Supports optional photo/signature capture, short undo window for owner-led corrections, and immutable proof-of-handoff records for compliance and analytics.

Acceptance Criteria
Revocation & Policy Management
"As a dispatcher, I want to revoke or adjust a sub-link’s permissions on the fly so that I remain in control when circumstances change."
Description

Provides owners with immediate revocation of any active sub-link and real-time propagation of policy changes (expiry, geofence radius, forward limit, confirmation requirements). Includes admin UI and API for bulk actions, per-tenant defaults, and per-order overrides. Handles offline and latency scenarios with cached denial states and clear messaging. Emits webhooks/events for revoke and policy updates to keep external systems in sync.

Acceptance Criteria
Branded Notifications & Share Channels
"As a shop owner, I want to send a branded, expiring link via the delegate’s preferred channel so that they trust it and can access it quickly."
Description

Enables sending sub-links through SMS, email, and WhatsApp with tenant-branded templates, localized content, and clear expiry/geofence cues. Supports deep links, rich previews, sender ID configuration, rate limiting, retries, and deliverability tracking. Provides a copy-link fallback and in-dashboard preview of messages. Ensures no sensitive data appears in notifications and that links resolve to the redacted, scoped view.

Acceptance Criteria

Instant Revocation

Lets dispatchers or drivers revoke or refresh any Magic-Link in one tap. Mistyped number? Issue a fresh, signed link and instantly invalidate the old one. This tight control prevents unauthorized viewing and resolves edge cases fast—without exposing personal information.

Requirements

One-Tap Revoke/Refresh Controls
"As a dispatcher, I want to revoke or refresh a tracking Magic-Link with one tap so that I can immediately stop unauthorized viewing and resend a valid link without slowing down delivery operations."
Description

Add single-tap revoke and refresh actions to ZipTrail’s web and mobile dashboards for any active Magic-Link. The UI surfaces context (order ID, recipient channel, last accessed time) without exposing PII and requires lightweight confirmation to prevent accidental taps. On refresh, the system generates a new, signed link, associates it with the same order/route, and automatically invalidates the prior link. Success and error states are clearly communicated with toasts and inline messaging, and the list view reflects state changes in real time. This integrates with the tracking page, notifications, and route-aware ETA logic so that active viewers are gracefully redirected or blocked according to the new link state.

Acceptance Criteria
Signed, Versioned Magic-Link Tokens
"As a platform administrator, I want Magic-Links to be signed and versioned so that revocation is immediate and secure without leaking personal information."
Description

Issue Magic-Links as signed, short-lived, versioned tokens that encode minimal scope (tenant, order/route, permissions) and a monotonically increasing version field. Tokens are cryptographically signed (e.g., HMAC or asymmetric keys) and include anti-replay fields (nonce, issued-at, TTL) to prevent reuse. Revocation increments the stored version for the link key in a low-latency data store; any token with an older version fails verification without needing server-side session lookups. The token format supports link regeneration, QR rendering, and deep links to the branded tracking page, and avoids embedding PII in the URL. Key rotation and per-tenant secrets are supported to meet security and compliance requirements.

Acceptance Criteria
Real-Time Invalidation Propagation
"As a dispatcher, I want revoked links to stop working everywhere almost instantly so that recipients cannot access outdated or unauthorized tracking pages."
Description

Ensure revocations propagate globally within seconds via pub/sub events and edge cache busting. When a link is revoked or refreshed, emit an event that updates the in-memory revocation/version map, purges edge/CDN caches for affected resources, and pushes a client-side signal to any open tracking sessions to block further access or prompt for the refreshed link. Define an eventual consistency target (p95 < 2s, p99 < 5s) and provide observability (metrics, traces) to verify SLA. Integrate with existing ZipTrail notification flows so that customers attempting to access a revoked link receive a friendly, branded message with guidance or an option to request the updated link.

Acceptance Criteria
Safe Resend via Preferred Channel
"As a driver, I want to quickly resend a fresh tracking link to the recipient via their preferred channel so that I can correct a mistyped number and keep the delivery on time."
Description

Enable dispatchers and drivers to send the refreshed Magic-Link through the recipient’s preferred channel (SMS, email, WhatsApp, push) with one action. The system pre-fills the last known recipient contact from the order, masks sensitive fields, and validates the destination before send. It enforces rate limits and templates branded messages that include the new link and context (order nickname, ETA), while ensuring the previous link is already invalidated. Delivery status (queued, sent, failed) is surfaced in the UI, and failures suggest corrective actions (edit contact, choose alternate channel). Integrates with existing communications providers and ZipTrail’s notification preferences.

Acceptance Criteria
Revocation Audit Trail and Alerts
"As an operations manager, I want a detailed audit trail of link revocations and resends so that I can investigate issues, detect misuse, and meet compliance requirements."
Description

Record an immutable audit trail for every revoke and refresh event, including actor (user or API key), timestamp, IP/device, reason code, affected order/route, and resulting token version. Expose searchable logs in the dashboard with filters and export, while respecting tenant data retention policies. Generate configurable alerts for anomalous patterns (e.g., high-frequency revocations from one user, repeated resends to different numbers) and route them to Slack/email/webhooks. Provide evidence for compliance and security reviews, and support incident investigation without revealing recipient PII.

Acceptance Criteria
Role-Based Access and Safeguards
"As an account admin, I want only authorized staff to revoke or refresh links with guardrails so that we prevent mistakes and minimize abuse risk."
Description

Add granular permissions that govern who can revoke or refresh links (e.g., Dispatcher:Revoke, Driver:Resend, Admin:Bypass Limits). Include safeguards such as confirmation prompts, contextual warnings (large audience links, high-order value), soft-undo windows where feasible, and per-user/org rate limits. Enforce least-privilege defaults for new users and support per-tenant policy overrides. All safeguards interoperate with mobile and web clients consistently to reduce accidental or malicious actions.

Acceptance Criteria
Revocation API and SDK Support
"As an integrator, I want an API and SDK to revoke or refresh Magic-Links so that our internal systems can automate remediation when contact details change."
Description

Provide REST/GraphQL endpoints to revoke and refresh Magic-Links programmatically, with idempotency keys, strong authentication (OAuth2/service tokens), and clear error semantics (already revoked, version conflict, rate limited). Publish webhooks for revocation and refresh events so external systems can react (e.g., resend through a custom channel). Supply client SDK methods (JS, iOS, Android) for easy integration in partner apps and internal tools. Comprehensive documentation and examples ensure consistent adoption without exposing PII in logs or URLs.

Acceptance Criteria

Quick Replies

Adds no-login actions on the tracking page—Add Drop-Off Note, Gate Code, I’m Away (reschedule), or Call Me. Inputs sync to the order in real time and nudge ETAs as needed, reducing failed attempts and back-and-forth calls for busy rushes.

Requirements

No-Login Quick Reply UI
"As a delivery recipient, I want to quickly submit delivery instructions from the tracking page without logging in so that I can prevent failed deliveries while I’m busy."
Description

Embed one-tap actions—Add Drop-Off Note, Gate Code, I’m Away (reschedule), and Call Me—directly on the public tracking page without requiring authentication. Provide compact, mobile-first UI widgets with inline validation, optimistic updates, and clear confirmations. Ensure components load fast (<1s on 4G), degrade gracefully if JS is disabled, and expose a consistent event model for analytics. Persist unsent inputs locally for 15 minutes in case of connectivity loss. Support theme/brand config so widgets inherit merchant branding and language settings.

Acceptance Criteria
Secure Signed Tracking Link & Abuse Protection
"As a security-conscious merchant, I want quick replies secured by expiring, scoped links so that customers can act without accounts while preventing abuse or unauthorized changes."
Description

Authorize no-login actions via short-lived, single-order signed tokens embedded in tracking links. Validate tokens server-side, scoped to order ID and customer contact, with rolling expiration and one-time nonce per mutation to prevent replay. Implement per-IP and per-order rate limits, soft CAPTCHA escalation on anomalies, and audit logs for all updates. Strip PII from logs and encrypt sensitive fields at rest. Provide token rotation on link re-issue and invalidate on order close.

Acceptance Criteria
Real-Time Order Sync & Driver/Dispatch Alerts
"As a dispatcher, I want quick reply updates to sync instantly to the order and notify drivers so that the team can adjust on the fly and avoid missed drops."
Description

On submission of any quick reply, update the order record in real time and broadcast changes to the driver app and dispatcher console via WebSocket/push. Show inline toasts on recipient page, in-app banners for drivers, and activity feed entries for dispatch. Guarantee at-least-once delivery with idempotent mutation keys and a retry queue for offline drivers. Expose a webhook for POS/OMS to ingest updates. Maintain a change timeline with timestamp, actor type, and previous values.

Acceptance Criteria
Smart Reschedule & ETA Recalculation
"As a delivery recipient, I want to postpone my delivery with a couple of taps so that the driver doesn’t attempt while I’m away and other customers still get accurate ETAs."
Description

Provide an “I’m Away” flow that lets recipients pick a later window (e.g., 30/60/120 minutes or date/time), then automatically pause the stop, resequence the route, and recalculate ETAs for remaining deliveries. Respect business rules (cutoff times, perishables, driver shift end) and capacity constraints. Surface the new ETA to the recipient, driver, and dispatch with clear reasoning. Allow dispatch override and lockouts. Log the previous schedule and applied constraints.

Acceptance Criteria
Call Me Request with Verification & Proxy Dialing
"As a recipient, I want to request a call from the driver without sharing my real number so that we can coordinate securely when needed."
Description

Enable recipients to request a callback by confirming or editing their phone number, with SMS verification for edits. Create a time-limited “Call Me” flag on the stop that notifies the driver and dispatch. Integrate number masking via telephony proxy so calls route through ZipTrail while preserving privacy and generating call logs/recordings (where permitted). Auto-clear the flag after successful connection or timeout and capture outcome metrics.

Acceptance Criteria
Private Instructions & Gate Code Handling
"As a driver, I want clear, private access to gate codes and delivery notes so that I can complete the drop efficiently without exposing sensitive information."
Description

Capture gate codes and drop-off notes with field-level privacy controls so only the assigned driver and dispatch can view them. Mask sensitive values in notifications, encrypt at rest, and redact in customer-facing histories. Provide structured fields (code, building, buzzer, note) with validation and optional one-time use toggles. Offer opt-in to save instructions to a customer profile for future orders per merchant policy, with clear consent copy.

Acceptance Criteria
Quick Replies Analytics & Impact Reporting
"As a merchant owner, I want to see how quick replies affect first-attempt delivery success so that I can quantify value and optimize operations."
Description

Track usage and outcomes of each quick reply type (submissions, success, retries, error rates) and correlate with delivery KPIs (first-attempt success, on-time rate, support call reduction). Provide merchant dashboard widgets and exportable reports, plus event hooks to BI. Include funnel and latency metrics (time to sync, time to driver view) and segment by channel, device, and language. Anonymize recipient data and aggregate by merchant or route.

Acceptance Criteria

Auto Locale

Detects device language and region to localize SMS and the tracking page—language, time format, units, RTL, and high-contrast mode. Clear, familiar ETAs reduce confusion and increase open-to-understand rates across diverse recipients.

Requirements

Adaptive Locale Detection & Context Builder
"As a delivery recipient, I want the system to automatically use my language and regional norms so that I can immediately understand my delivery status without extra steps."
Description

Implement a multi-signal locale detection pipeline that determines language, region, script, text direction, timezone, time format (12/24h), unit system (metric/imperial), and contrast preference for each recipient session. Source signals include device/browser settings (Accept-Language, Intl APIs), mobile app OS locale, explicit URL/query parameters, merchant account defaults, and coarse geo fallback where legally permissible. Define a deterministic precedence order and produce a standardized locale context object accessible to web, mobile, and notification services. Persist ephemeral context in a short-lived cookie/session and attach to order events for consistency between SMS and tracking page. Provide a user-facing locale switcher and remember overrides. Enforce privacy-by-design: avoid storing PII-rich geo data, honor DNT/consent flags, and comply with regional regulations (e.g., GDPR/CCPA). Include robust fallback behavior and error handling to ensure a valid default (e.g., en-US) under all conditions.

Acceptance Criteria
Tracking Page Internationalization & RTL Layout
"As a recipient, I want the tracking page content and layout to match my language and reading direction so that I can quickly scan my ETA and delivery details."
Description

Internationalize the tracking page with locale-specific strings, pluralization rules, and number/date formatting using an i18n framework. Dynamically load language bundles at runtime with caching and versioning. Apply locale-driven presentation rules: 12/24-hour clocks, local date formats, decimal/thousand separators, and unit labels. Provide full right-to-left (RTL) support including layout mirroring, directional-aware components (maps, progress bars, steppers), appropriate fonts, and bidi-safe text rendering. Ensure graceful fallback to English for missing keys and clear visual indicators when a translation is unavailable. Include an inline locale switcher, persist the chosen locale, and keep UI state consistent across sessions and deep links. Validate performance budgets for bundle sizes and render times across locales.

Acceptance Criteria
Multi-language SMS Template Engine with Encoding Awareness
"As a merchant, I want SMS notifications to be sent in each recipient’s language with clear, concise ETAs so that customers trust the message and click through to track their order."
Description

Build a template engine to generate localized SMS messages with placeholders for recipient name, merchant brand, driver name, ETA (relative/absolute), and tracking link. Maintain per-locale templates, including RTL variants, with translation keys managed via a TMS workflow. Detect GSM‑7 vs UCS‑2 encoding and apply character-safe substitutions to minimize segment count while preserving meaning; estimate message length and segment billing before send. Support regional sender ID capabilities, opt-out keywords, legal disclaimers, and compliance rules per country. Choose template locale based on the locale context with merchant-defined fallback chains. Shorten links and preserve locale parameters for continuity into the tracking page. Provide preview/testing tools in the dashboard and auditable logs of sent content and chosen locales.

Acceptance Criteria
Locale-aware ETA and Units Formatter
"As a delivery recipient, I want ETAs and distances shown in the formats I’m used to so that I can quickly judge when to be ready for the delivery."
Description

Create a formatter service that renders ETAs and distances according to local conventions. Support configurable rules for when to show relative time (e.g., “in 7 minutes”) vs absolute time (e.g., “by 14:32”), with locale-specific phrasing, pluralization, rounding, and threshold logic. Respect the recipient’s timezone and 12/24h preference. Convert and display distances and speeds using metric or imperial units with correct abbreviations and spacing per locale. Handle edge cases such as “arriving now,” delays, and stale GPS data with clear, localized copy. Expose the formatter as a shared library for both SMS generation and the tracking page to maintain consistency, with unit tests and snapshot tests per locale.

Acceptance Criteria
Auto High-Contrast and Accessibility Localization
"As a low-vision recipient, I want the tracking page to automatically present a high-contrast, accessible interface in my language so that I can read my delivery details without strain."
Description

Detect user contrast preferences (e.g., prefers-contrast, OS accessibility settings) and automatically apply a high-contrast theme that works in both LTR and RTL locales. Ensure localized UI elements meet WCAG 2.2 AA contrast and legibility requirements, including focus states, error messaging, and link visibility. Localize ARIA labels, live region announcements for ETA updates, and keyboard navigation hints. Provide a user-accessible toggle to enable/disable high-contrast mode and remember the choice. Validate with screen readers across major languages and scripts, and include automated accessibility checks in CI for each supported locale.

Acceptance Criteria
Merchant Locale Controls & Overrides
"As a merchant admin, I want to configure and preview localization settings so that my notifications and tracking page align with my customers’ preferences and my brand guidelines."
Description

Add dashboard settings for merchants to configure localization behavior: default locale, allowed languages, priority fallback order, forced locale (for branded campaigns), and toggles for auto-detection sources (e.g., disable IP-based hints). Provide per-market SMS template selection, preview across languages/RTL, and sandbox test sends. Allow per-order overrides via API and UI. Let merchants choose default unit system and time format when detection is ambiguous. Document configuration impacts and surface warnings for incomplete translations. Ensure changes propagate to both SMS generation and the tracking page in real time without redeploys.

Acceptance Criteria
Localization Telemetry, QA, and Fallback Analytics
"As a product manager, I want visibility into localization effectiveness and failures so that we can prioritize fixes that improve understanding and reduce support contacts."
Description

Instrument locale detection, template selection, and rendering to capture success vs fallback rates, detection sources used, missing translation keys, and encoding-induced SMS segmentation. Track comprehension proxies (e.g., SMS click-through to tracking page, time-to-first-meaningful-view, repeat opens) by locale. Provide dashboards and alerts when fallback or error rates exceed thresholds. Add pseudo-localization, RTL flip testing, and screenshot automation to CI to catch layout/text overflow issues early. Define data retention and anonymization policies to protect user privacy while enabling actionable insights.

Acceptance Criteria

Link Insights

Provides store-level analytics for Magic-Link engagement: delivery and open rates, time-to-open vs. ETA, reshares, and call deflection. Actionable recommendations (e.g., send earlier, tweak copy) help teams prove ROI and steadily cut “where’s my order” volume.

Requirements

Magic-Link Engagement Event Tracking
"As an operations lead, I want reliable, privacy-safe tracking of Magic-Link events so that I can trust engagement metrics and use them to improve on-time delivery and reduce support calls."
Description

Capture and persist all Magic-Link lifecycle events with normalized metadata to power store-level analytics and ROI calculations. Events include link_sent, message_delivered, link_opened (first and repeat), link_reshared, support_call_received, and delivery_outcome, each stamped with order/store IDs, channel, timestamps, driver ETA at send, device/OS, locale, and campaign/copy variant. Implement server-side computation for time-to-open vs. ETA, de-duplication and debouncing of rapid events, and resilience to late/out-of-order events. Ensure privacy by hashing customer identifiers, enforcing data retention policies, and honoring opt-outs. Provide idempotent ingestion APIs, SDK hooks in notification pipeline, and a validated schema with versioning to guarantee data quality and backward compatibility across dashboards and exports.

Acceptance Criteria
Store-Level Insights Dashboard
"As a store manager, I want a clear dashboard of Magic-Link performance for my store so that I can quickly spot issues and understand what’s driving fewer “where’s my order” calls."
Description

Deliver an interactive dashboard that surfaces key Magic-Link engagement KPIs by store and time range, including message delivery rate, open rate, time-to-first-open vs. ETA distributions, reshare counts, and estimated call deflection. Provide filters for store, channel, campaign/copy, device, and time window; include drill-down from aggregate tiles into order-level event streams. Support saved views, timezone-aware rendering, mobile responsiveness, and export from any chart. Define clear metric definitions and tooltips to prevent ambiguity. Optimize queries via pre-aggregations and caching to ensure sub-second load for common ranges (last 7/30/90 days). Enforce role-based access so users only see their stores.

Acceptance Criteria
Call Deflection Attribution
"As a customer support lead, I want to quantify how Magic-Links reduce WISMO calls so that I can prove ROI and prioritize rollout to more stores."
Description

Attribute reductions in inbound “where’s my order” calls to Magic-Link engagement by integrating call data and modeling expected baseline volume. Ingest call logs via telephony integrations (e.g., webhooks, CSV) or manual entry, map calls to orders using phone numbers, order IDs, and time windows, and classify reason codes. Compute deflection by comparing cohorts with/without opens and pre/post adoption baselines, adjusting for volume and seasonality. Present deflection rate, avoided calls, and estimated cost savings per store and campaign. Provide data quality checks, conflict resolution for ambiguous mappings, and configuration for business hours and SLAs.

Acceptance Criteria
Send Timing and Copy Recommendations
"As a marketing/ops manager, I want data-driven suggestions for when to send and what to say so that more customers open links sooner and fewer call support."
Description

Generate actionable recommendations to improve engagement and deflect calls by optimizing send timing and message copy. Analyze historical performance by store, channel, and audience to propose earlier/later send offsets relative to driver departure and ETA, and suggest copy variants that correlate with higher open rates and faster time-to-open. Present recommendations as ranked cards with expected impact, confidence, and supporting evidence; allow one-click application to create experiments or update templates. Track post-implementation lift with holdout/A-B tests and automatically retire underperforming suggestions. Support guardrails (e.g., quiet hours, compliance) and localization.

Acceptance Criteria
Reshare Detection and Analytics
"As a courier ops lead, I want to know when and how links are reshared so that I can see if household or gatekeepers viewing the link helps reduce missed drops."
Description

Detect and measure reshares of Magic-Links to understand multi-viewer engagement and their impact on delivery success. Implement share intents and unique viewer tokens to distinguish the original recipient from additional viewers while preserving privacy via hashed identifiers and short-lived params. Aggregate unique viewers, viewing sessions, and reshare pathways (e.g., SMS forward, copy link), and correlate reshares with reduced delivery failures and call rates. Provide controls to disable/share tracking per jurisdiction, and handle bot/preview fetches with robust user-agent filtering and throttling.

Acceptance Criteria
Insights Export and API Access
"As a franchise analyst, I want to pull engagement and deflection metrics into my BI tools so that I can combine them with sales and labor data to measure ROI."
Description

Enable secure access to Link Insights data outside the dashboard via CSV exports, scheduled email reports, and a REST API. Provide endpoints for aggregated metrics and order-level events with pagination, filtering, and time-zone parameters. Include webhooks for threshold breaches (e.g., open rate drop) and daily summaries. Enforce OAuth2 with store-scoped permissions, rate limits, and audit logs. Guarantee data freshness SLAs (e.g., <5 minutes for engagement metrics) and schema documentation with versioning and deprecation policies.

Acceptance Criteria
Performance Alerts and Benchmarks
"As a regional manager, I want alerts and benchmarks for my stores’ link performance so that I can act quickly when metrics slip and guide teams toward proven fixes."
Description

Provide configurable alerts and peer benchmarks to surface performance deviations early. Let users set thresholds for KPIs (open rate, delivery rate, time-to-open vs. ETA) and receive notifications via email/Slack when breached. Offer automatic anomaly detection and benchmarking against similar stores (size, region, channel) with anonymized aggregates. Include alert suppression windows, escalation rules, and links to suggested fixes. Log alert history and outcomes to evaluate effectiveness of interventions.

Acceptance Criteria

Smart Radius

Dynamically adjusts the geofence (e.g., 10–50 meters) based on venue type and GPS confidence, only activating codes when both parties are truly co-located. Cuts “I’m here but it won’t work” moments at towers and malls, speeding confirmations and reducing support pings.

Requirements

Adaptive Geofence Engine
"As a delivery driver, I want the app to automatically adjust the arrival radius to the location’s context so that my arrival is recognized only when I’m truly at the drop-off point."
Description

Implement a dynamic geofence engine that computes a per-stop radius (default 10–50 meters, merchant-configurable) using inputs such as venue type, current GPS accuracy/HDOP, speed, map-matching to road/entrance polygons, and recent location variance. The engine must run primarily on-device for sub-150 ms decisions, with server-side fallback when signals are limited. Apply hysteresis and dwell thresholds to prevent flapping (e.g., require N seconds within radius before switching to WITHIN_RADIUS). Expose a state machine (OUT_OF_RADIUS, APPROACHING, WITHIN_RADIUS, CO_LOCATED) to the driver app, customer web view, and ZipTrail backend so downstream features (ETAs, notifications, code activation) can react consistently. Support offline operation with last-known venue rules and sync decisions when connectivity returns. Provide per-client overrides via remote config and a REST endpoint for server-side evaluation during web-only flows.

Acceptance Criteria
Venue-Type Knowledge Base
"As a dispatcher, I want standardized venue rules applied to each stop so that drivers get consistent arrival behavior across different location types."
Description

Create and maintain a venue taxonomy (e.g., residential house, apartment tower, shopping mall, office park, campus) mapped to default radius bands, dwell times, and entrance heuristics. Ingest venue metadata from address geocoding, POI polygons, and merchant-tagged locations; allow operators to override per-location rules in the ZipTrail dashboard. Store canonical entrance points (lobby, dock, curbside) and apply entrance snapping for approach logic. Provide APIs to fetch venue rules by job/stop ID. Changes must version and propagate safely to devices via remote config, with audit logs for compliance and rollbacks.

Acceptance Criteria
Co-Location Activation Gate
"As a store owner, I want codes and confirmations to unlock only when the driver and recipient are verifiably co-located so that deliveries are accurate and disputes are minimized."
Description

Gate activation of time-sensitive actions (PIN/QR code reveal, “I’m Here” button, proof-of-delivery capture) behind a co-location decision that requires both driver proximity (engine state WITHIN_RADIUS + dwell) and recipient/venue confirmation signals when available (customer device location consent, scanned QR at entrance, BLE beacon, or merchant kiosk check-in). Provide configurable fallback paths when recipient signals are absent (e.g., require photo + name capture). Record decision inputs and outcomes for auditability. Expose a single policy object per client to tune strictness by venue type and risk profile, ensuring reduced false negatives at towers/malls without opening fraud vectors.

Acceptance Criteria
GPS Confidence & Fallback Fusion
"As a courier, I want the system to still recognize my arrival in GPS-unfriendly areas so that I can complete deliveries without getting stuck waiting for perfect signal."
Description

Continuously assess signal quality (accuracy radius, HDOP, satellite count, speed jitter) and adapt behavior when GPS is degraded. Fuse alternative signals—Wi‑Fi SSIDs, cell triangulation, barometer for floor change, compass heading, and map-matching—to stabilize position near complex venues. When confidence is low, automatically widen the candidate radius within policy bounds and require additional corroboration (extended dwell, QR scan). Provide a manual override workflow gated by merchant policy with reason capture. Ensure low-power operation and graceful degradation on older devices.

Acceptance Criteria
Contextual Guidance & Notifications
"As a customer, I want clear instructions on where to meet the driver so that the handoff is quick and trouble-free."
Description

Deliver step-by-step, brandable prompts to drivers and customers during approach and arrival: entrance hints ("Use Loading Dock B"), move-closer cues when just outside radius, and tips when GPS is poor. For customers, send real-time, venue-aware notifications with clear next actions ("Meet driver at Tower A lobby") when co-location is required. Localize text, support merchant theming, and throttle messages to avoid spam. Integrate with existing ZipTrail notification pipeline and respect user consent and quiet hours.

Acceptance Criteria
Observability & Auto-Tuning
"As a product manager, I want visibility into how Smart Radius performs and tools to tune it so that we continuously reduce support tickets and confirmation delays."
Description

Instrument end-to-end metrics and logs for Smart Radius: radius chosen vs. venue type, confidence scores, dwell times, false positive/negative rates, activation successes/failures, and time-to-confirmation. Provide a dashboard in ZipTrail to visualize trends and slice by client, city, and venue. Enable remote configuration and A/B testing of thresholds and policies, with guardrails to prevent regressions. Surface anomalies and suggested policy tweaks (e.g., widen mall radius at specific POIs) based on historical outcomes, and feed back into the venue knowledge base after approval.

Acceptance Criteria

ID Snap Match

Guides a quick photo capture of the recipient and an ID/name label, with on-device text match to the order name. Shows a simple green check for drivers and stores encrypted evidence for audit—minimizing disputes in regulated drops without slowing the handoff.

Requirements

Guided Dual Capture Flow
"As a delivery driver, I want a guided, one-tap flow to capture the recipient and ID/name label so that I can verify handoff quickly without fumbling with camera settings."
Description

Provide a fast, step-by-step capture experience in the driver app that first frames the recipient’s face and then the ID/name label (e.g., package sticker or government ID), with on-screen guides, auto-focus, glare/low-light detection, and auto-crop. Enforce a single-tap capture with instant review and quick retake to minimize friction. The flow must timebox each step to keep handoffs under 10 seconds and support iOS and Android camera APIs. Images should be normalized (crop, de-skew, denoise) on-device before match, and the UI must be accessible (large buttons, haptics, high-contrast). Integrate with the active order context so captured evidence is auto-associated with the correct stop and route segment in ZipTrail.

Acceptance Criteria
On-device OCR Name Match
"As a driver, I want the app to read the ID/label text on my phone and match it to the order name so that I get an instant green check without waiting for network calls."
Description

Perform on-device OCR to extract the presented name text and match it against the order’s recipient name using configurable fuzzy logic (case-insensitive, nickname mapping, initials, hyphenation, diacritics). Support printed labels and government IDs where name appears in Latin scripts at launch, with an extension point for additional languages. Return a simple green check on match and a clear reasoned prompt on mismatch (e.g., suggest alternate order name or manual verify flow). Enforce sub‑1.5s median processing on mid-tier devices without network calls. Do not upload raw images before match; compute and store only minimal features required for the decision until evidence is committed post-handoff.

Acceptance Criteria
Encrypted Evidence Storage & Retention
"As a compliance manager, I want capture evidence stored securely with configurable retention so that we can resolve disputes and meet regulatory requirements."
Description

Encrypt captured photos and match metadata end-to-end (device at-rest via Keychain/Keystore + file-level AES-256, in-transit via TLS 1.2+). Store evidence in ZipTrail with tenant-scoped keys and link to order, stop, driver, timestamp, and GPS location. Provide configurable retention (e.g., 30–365 days), auto-purge schedules, and hard-delete on data subject request. Offer privacy minimization options (store cropped name region only; optionally blur or hash facial region) while preserving audit value. Maintain tamper-evident hashes and immutable event logs for chain-of-custody. Enforce role-based access and redact sensitive fields in downstream exports.

Acceptance Criteria
Offline Capture with Deferred Sync
"As a driver in low-connectivity areas, I want ID Snap Match to work offline and sync later so that I don’t have to delay the handoff."
Description

Enable full capture and match offline, queuing encrypted evidence and decisions locally with durable storage and background retries using exponential backoff. Stamp records with device time, GPS, and app build to preserve provenance. Display the green check to the driver offline, and surface sync status badges in the stop timeline. Reconcile conflicts on reconnect (e.g., duplicate uploads) and ensure eventual consistency with the order timeline and analytics. Provide admin visibility into sync lag and failure reasons without exposing PII.

Acceptance Criteria
Recipient Consent & Privacy Controls
"As a store owner, I want to present a clear consent prompt during ID capture so that we respect privacy laws while collecting proof."
Description

Present a configurable, localized consent notice prior to capture that explains purpose, retention, and contact info. Support tap-to-consent, checkbox, or signature where required by policy, and store a consent artifact linked to the evidence and notice version. Provide policy toggles per tenant to redact facial regions, limit storage to text crops, or disable face capture for non-regulated drops. Ensure the flow remains under the target handoff time and degrades gracefully if a recipient declines (fallback to manual verification with reason capture).

Acceptance Criteria
Evidence Audit & Retrieval Dashboard
"As a support agent, I want a dashboard to quickly retrieve and share proof of handoff so that I can resolve customer disputes efficiently."
Description

Deliver an admin web view to search and retrieve evidence by order, customer name, driver, date range, and route. Show redacted thumbnails, detail view with metadata, and links to the ZipTrail route timeline. Enforce role-based access, watermark previews, expiring share links, and full access logging. Allow export of a dispute-ready bundle (PDF/ZIP) with images, match result, and chain-of-custody log. Indicate retention status and purge dates, and support bulk export under lawful requests. Target sub‑2s search response for typical tenants.

Acceptance Criteria

Offline Code Cache

Enables secure, time-sliced codes to validate even with spotty coverage. Drivers complete the duo-code check offline; events auto-sync when back online, giving dispatch a clear “verified offline” status and preserving a compliant audit trail.

Requirements

Offline Duo-Code Validation Engine
"As a driver, I want to complete duo-code verification without network so that I can finish deliveries in areas with spotty coverage while maintaining secure proof of delivery."
Description

Implements a driver-side verification flow that works fully offline using time-sliced rolling codes preloaded for assigned stops. The app prefetches a limited, per-stop code schedule during route start or when connectivity is available, then validates a two-factor check at the doorstep: the delivery token associated to the stop plus a recipient confirmation code (e.g., PIN/one-time code), without server roundtrips. Validation enforces code window tolerances, configurable clock-skew, single-use consumption, replay prevention, and attempt limits. Includes graceful fallbacks when cache is unavailable (e.g., capture reason code and alternate proof like photo/signature) and prevents completion if policy thresholds are exceeded. Integrates with route assignment services, mobile SDK, and server code issuance endpoints to ensure codes are scoped to driver, device, stop, and time slice for security and traceability.

Acceptance Criteria
Secure Code Cache and Key Management
"As a security-conscious operator, I want cached codes secured and scoped so that offline verification doesn’t increase fraud or tampering risk."
Description

Provides encrypted, tamper-resistant local storage for time-sliced codes and related metadata, bound to the specific device, driver session, and app build. Utilizes platform keystores/secure enclaves, encrypts at rest with rolling keys, and wipes cached material after use, route completion, or policy-defined TTL. Enforces jailbreak/root detection, rate limiting, and lockout after consecutive failures. Limits cached scope to active stops only, supports remote invalidation on next contact, and rotates server-side master keys regularly. All cryptographic materials and token formats avoid storing or exposing full plaintext codes while still enabling offline validation.

Acceptance Criteria
Offline Event Queue and Auto-Sync
"As a driver, I want my offline verifications to auto-sync when I’m back online so that dispatch sees accurate records without extra steps from me."
Description

Captures offline verification outcomes as durable, ordered events with metadata (timestamps, GPS fix, driver/device IDs, stop IDs, code slice indices, and attempt counts) in a local queue. Implements deduplication via UUIDs, idempotent server endpoints, and conflict resolution rules to merge with server state. Automatically synchronizes when connectivity resumes using an efficient, battery-aware retry strategy with exponential backoff and transport compression. Guarantees event ordering per stop and preserves causality across related actions (arrive, verify, complete). Exposes sync status to the UI and provides retry visibility for support and drivers.

Acceptance Criteria
“Verified Offline” Status and UI Indicators
"As a dispatcher, I want a clear “verified offline” label with details so that I can trust completions and quickly handle any exceptions."
Description

Surfaces a clear “verified offline” marker across mobile and web dashboards, timelines, and reports, distinguishing it from online verifications. Includes badges, tooltips, and filters, with drill-down details such as verification time window, GPS accuracy, code slice index, and attempt count. Extends APIs and webhooks with a verification_mode=offline flag and supporting metadata for partner integrations. Ensures accessible color/label choices and consistent behavior across light/dark modes. Supports bulk views for dispatch to triage exceptions and export lists of offline-verified stops for operational review.

Acceptance Criteria
Compliance-Grade Audit Trail with Cryptographic Proof
"As an operations manager, I want an immutable audit of offline verifications so that we can pass audits and resolve disputes confidently."
Description

Generates tamper-evident audit records for each offline verification, including hashed/truncated code artifacts, signed event envelopes, and optional hash-chaining to prove sequence integrity. Stores server-side immutable logs with retention controls, timezone-normalized timestamps, and data minimization for privacy. Provides export (CSV/JSON) and a human-readable audit viewer, plus verification utilities to validate signatures and event integrity during investigations. Ensures alignment with organizational policies and applicable regulations by keeping PII minimal and implementing role-based access to detailed artifacts.

Acceptance Criteria
Admin Policy Controls for Offline Mode
"As an admin, I want to configure offline verification policies so that they align with our risk tolerance and SLA commitments."
Description

Adds organization-level settings to tailor offline verification behavior: cache warm-up timing, per-stop cache size, code validity window, allowable clock skew, maximum offline duration, geo-fencing requirements, attempt limits, and conditions under which offline completion is blocked. Includes role-based permissions, environment-based defaults, and change audit logs. Provides safe configuration rollout with validation and preview, plus APIs and UI to manage policies. Emits alerts or dashboard warnings when drivers approach policy thresholds (e.g., cache nearly expired or offline too long).

Acceptance Criteria

Proxy Pass

Issues a limited-scope proxy code for authorized intermediaries (front desk, doorman, nurse station). Scoped to a tight geofence and short window, it masks sensitive details while still closing the loop with a verified handoff, reducing lobby runarounds.

Requirements

Scoped Proxy Code Issuance
"As a dispatcher, I want to issue a time- and location-scoped proxy code for a delivery so that an authorized intermediary can accept the package without exposing customer details."
Description

Generate a unique, limited-scope proxy code tied to a specific delivery, with configurable parameters for geofence radius, valid time window, and single/multi-use limits. Provide code formats as numeric PIN and QR for scan-and-confirm workflows. Support creation from dispatcher web, driver mobile, and API, with server-side tokenization, expirations, revocation, and association to order ID without exposing recipient PII. Persist lifecycle events (created, viewed, redeemed, expired, revoked) and surface state to the order timeline and driver workflow.

Acceptance Criteria
Geofence and Time Window Enforcement
"As a courier, I want the proxy code to work only when I’m at the correct building within the delivery window so that handoffs are secure and compliant."
Description

Validate proxy code redemption only when the courier device location is within the configured geofence of the drop-off site and within the active validity window, with configurable grace periods and indoor GPS drift handling. Support fallback station devices (e.g., front desk tablet) via registered device IDs and network/location constraints. Log rejected attempts with reasons and expose override workflows gated by role-based permissions and reason capture. Integrate enforcement checks into driver app, scanning flows, and backend redemption API.

Acceptance Criteria
Masked Details Mode
"As a recipient, I want my personal details masked from intermediaries so that my privacy is protected during a lobby handoff."
Description

When a proxy pass is active, minimize exposed recipient data across courier and intermediary views by showing only essentials (order alias, building/floor, instructions) while hiding phone numbers, full names, and item details. Allow org-level configuration of what fields are masked, and ensure masking applies consistently to notifications, QR screens, and printed slips. Maintain internal linkage so ZipTrail can reconcile events and ETAs without leaking PII to intermediaries.

Acceptance Criteria
Proxy Handoff Proof of Delivery
"As a courier, I want to capture a verified proxy handoff so that the delivery is closed without disputes."
Description

Require a verified handoff flow that combines proxy code redemption with at least one evidence type (photo, digital signature, or badge/name entry), plus timestamp and geolocation. Emit a "Proxy Handoff Confirmed" event that closes the order loop, updates ETA state to completed, and triggers branded notifications to the customer and dispatcher. Store artifacts securely with retention policies, and make them viewable in the order timeline and exportable for dispute resolution and SLA reporting.

Acceptance Criteria
Secure Code Delivery Channels
"As an operations manager, I want proxy codes sent securely with clear instructions so that intermediaries can complete handoffs smoothly."
Description

Deliver proxy codes to authorized intermediaries via secure, expiring links over SMS and email with branded templates, localized content, and clear instructions. Enforce link expiry aligned to the proxy time window, rate limit resend attempts, and track delivery/open events. Support fallback printable/QR lobby cards for buildings without device access, with safeguards to prevent reuse after expiry or revocation.

Acceptance Criteria
Admin Policies and Audit Logs
"As an admin, I want to set policies and review audit logs for proxy passes so that we meet compliance and detect misuse."
Description

Provide organization-level controls for maximum geofence radius, maximum validity duration, required evidence types, allowed delivery channels, and who can override enforcement. Maintain a tamper-evident audit trail of proxy pass actions (created, viewed, redeemed, overridden, revoked) including actor, timestamp, device, and location. Offer search, filters, exports, and retention settings to support compliance and incident reviews.

Acceptance Criteria
Proxy Pass APIs and Webhooks
"As a developer partner, I want APIs and webhooks for proxy passes so that I can automate issuance and receive real-time status in my systems."
Description

Expose API endpoints to create, fetch, and revoke proxy passes, and to redeem codes from scanning devices, secured with OAuth scopes and idempotency keys. Provide webhooks for key lifecycle events (created, viewed, redeemed, expired, revoked) with signed payloads and retry policies. Publish developer docs and a sandbox with test tokens to enable partner integrations and automation within existing dispatch systems.

Acceptance Criteria

Safe Reattempts

When a match fails or the recipient isn’t present, auto-generates a fresh pair of duo-codes tied to a short retry window and nudges both parties via SMS. Prevents stale codes, keeps privacy intact, and salvages deliveries without dispatcher juggling.

Requirements

Auto Duo-Code Rotation
"As a courier, I want new verification codes to be auto-generated after a failed attempt so that I can try again quickly without calling dispatch."
Description

When a delivery attempt fails because codes don’t match or the recipient is unavailable, the system instantly generates a fresh pair of short-lived duo-codes bound to the same order, current driver, and a defined retry window. Previous codes are invalidated atomically to prevent reuse. Codes are created using cryptographically strong randomness, are non-sequential, and scoped so they cannot be reused across orders. Driver-facing code is displayed in the courier app; recipient-facing code is only sent via SMS and never shown in the dashboard to protect privacy. All code creation and invalidation events are idempotent and traceable.

Acceptance Criteria
Retry Trigger Detection
"As an operations manager, I want the system to detect failed handoffs automatically so that reattempts happen reliably without manual intervention."
Description

The platform determines when to initiate a reattempt by listening to explicit driver actions (e.g., “No match,” “Recipient not present”), failed code validation events, geofenced arrival with elapsed wait threshold, and customer no-response within a configurable time. The trigger logic deduplicates concurrent events, enforces per-order cooldowns, and records the failure reason. It works offline by queuing triggers on-device and reconciling once connectivity returns. Edge cases like order cancellation, driver reassignment, or delivery window expiry are honored to avoid creating invalid reattempts.

Acceptance Criteria
Time-Bound Code Enforcement
"As a recipient, I want codes that expire quickly so that my privacy is protected and old codes cannot be misused."
Description

Each duo-code pair has a configurable validity window (e.g., 15–30 minutes) enforced server-side with clock drift tolerance. After expiry or on successful delivery, codes are invalidated and cannot be reused. The system supports a maximum number of reattempt rounds per order, configurable per account, and escalates the order status when the cap or overall SLA window is reached. Countdown timers persist across app restarts and offline periods, with background jobs cleaning up expired codes to minimize attack surface.

Acceptance Criteria
Two-Way SMS Nudge
"As a recipient, I want a clear SMS with my new code and window so that I know when to be available for the reattempt."
Description

Upon reattempt creation, branded SMS messages are sent to both courier and recipient with the new code (only the relevant half), the short retry window, and a clear call to action. Messages use localized templates, support sender IDs/short codes per region, include opt-out language, and retry on delivery failures with backoff. The system masks PII, prevents leak of the other party’s code, rate-limits notifications to avoid spam, and records delivery receipts. Links in SMS open a lightweight web view that can confirm availability or request a later reattempt within the allowed window.

Acceptance Criteria
Reattempt UI and Timers
"As a courier, I want a clear UI showing my current code and time left so that I can complete the reattempt before it expires."
Description

Courier mobile and web dashboards show a prominent reattempt status with a live countdown, the driver-side code, and next steps. The recipient-side code is never displayed to staff to preserve privacy. Status chips and activity feed entries indicate failure reason, when codes were rotated, and when the next expiration occurs. UI supports accessibility requirements (WCAG AA) and offline behavior with state reconciliation on reconnect. Admins can view read-only details and cancel reattempts if policy requires.

Acceptance Criteria
ETA Recalculation on Reattempt
"As a shop owner, I want ETAs to update automatically after a reattempt so that customers receive accurate expectations without extra calls."
Description

When a reattempt is initiated, the route engine recalculates the stop’s ETA based on the courier’s current GPS and route constraints and pushes the updated ETA to the recipient notification and the dashboard. The system avoids churn by throttling recalculations and ensures downstream analytics treat reattempts as a continuation of the same stop, not a new order. Existing webhook and integration payloads include a reattempt flag and new ETA.

Acceptance Criteria
Audit Logs and Metrics
"As an operations manager, I want visibility into reattempt outcomes so that I can measure salvage rates and optimize policies."
Description

The service records a full audit trail for each reattempt: trigger source, reason, code generation/invalidation timestamps, SMS send and delivery outcomes, validation attempts, and final disposition. Sensitive values are redacted or hashed at rest. Product analytics include salvage rate, average time to successful reattempt, SMS deliverability, and reduction in dispatcher contacts. Exports are available via CSV and API, and dashboards can be filtered by account, driver, and time range.

Acceptance Criteria

Handoff Ledger

Captures a signed, time-stamped record of both code entries, GPS fix, photo, and name note. One-click exports (PDF/CSV) and API access make compliance reviews fast and give teams defensible proof to resolve chargebacks and complaints.

Requirements

Unified Handoff Capture (Signature, Code, GPS, Photo, Name)
"As a delivery driver, I want a single, guided flow to capture code, signature, GPS, photo, and name at drop-off so that I can quickly produce a complete and accepted proof of delivery every time."
Description

Deliver a guided capture flow on mobile and web that records, in a single atomic event, the recipient’s delivery code entry (4–6 digits), a digital signature, a precise GPS fix with timestamp, a handoff photo, and a typed recipient name note. The flow must attach the event to the correct order/stop, driver, and route context, validate inputs (e.g., enforce code match, minimum GPS accuracy threshold, photo present), and prevent duplicates. Support offline-first operation with local secure storage and queued sync on reconnect, while detecting device time drift and flagging low-accuracy GPS or missing artifacts with reason codes. Each event must include device/driver identifiers, capture method, and validation outcomes, and be encrypted at rest and in transit. Errors should surface actionable guidance to the driver and log diagnostics for support. The outcome is a complete, consistent, and verifiable handoff record that reduces failed deliveries and disputes.

Acceptance Criteria
Tamper‑evident Ledger and Chain‑of‑Custody
"As a compliance manager, I want immutable, verifiable handoff records with full audit trails so that I can prove delivery authenticity during audits and chargeback investigations."
Description

Store each handoff event as an immutable, tamper‑evident record using hash chaining (including artifact hashes for photos and signatures), write-once storage semantics, and server-side timestamps. Maintain a full audit trail of who created, viewed, exported, or accessed each record, with IP/device metadata and reason codes for any administrative redactions. Enforce tenant-scoped RBAC/ABAC, encryption at rest and in transit, and configurable data retention policies with legal hold support. Provide integrity verification endpoints and an internal verification service that can prove record authenticity for audits and disputes. Any post-capture corrections must generate append-only events linked to the original record, never overwriting primary evidence. The outcome is defensible, verifiable proof with clear chain-of-custody.

Acceptance Criteria
One‑click Branded Exports (PDF/CSV)
"As an operations lead, I want one-click PDF/CSV export of handoff evidence so that I can respond to audits and customer disputes quickly and consistently."
Description

Enable users to generate exports for one or many orders with a single action, producing branded PDFs and CSVs suitable for audits and customer communications. PDF packets must include order metadata, event timestamps, driver and recipient details (respecting redaction settings), GPS map snapshot, photo(s), signature image, code verification status, and integrity verification badge/QR linking to an authenticity check page. CSV exports must include normalized fields for bulk review. Provide filters (date range, driver, route, status, tags), batch selections, pagination-aware export, and asynchronous generation with email or shareable, expiring links. Support configurable branding (logo, colors), watermarks, page numbering, and optional PII redaction toggles. Log export actions to the audit trail. The outcome is fast, consistent evidence packets that reduce time spent on compliance reviews.

Acceptance Criteria
Handoff API and Event Webhooks
"As a partner integrator, I want secure APIs and webhooks for handoff records so that I can automatically sync proof of delivery into our ERP and case management systems."
Description

Provide a stable, versioned REST API to list, filter, and retrieve handoff ledger entries and their artifacts (photos, signatures, verification metadata), with pagination, sorting, and rich filtering (order ID, external reference, driver, time window, validation outcomes). Implement OAuth2 client credentials for server-to-server access, tenant-scoped tokens, rate limiting, idempotency keys for uploads, and HMAC-signed webhooks for new/updated handoff events and export completion. Include field-level redaction options, ETag/conditional requests, and error contracts. Deliver comprehensive API documentation and example clients. All accesses must be audited. The outcome is seamless integration with partner systems and back-office tooling.

Acceptance Criteria
Dispute and Chargeback Packet Builder
"As a customer support agent, I want to compile and share a dispute packet with verified handoff evidence so that I can resolve complaints and chargebacks efficiently."
Description

Add a workspace to assemble dispute-ready packets from one or more ledger entries, including a chronological timeline, annotated evidence (photos, signature, GPS map), and a narrative summary. Allow users to attach internal notes, categorize the dispute, and generate a shareable, expiring link or branded PDF bundle. Provide quick-apply templates (e.g., “No recipient present”, “Address mismatch”), redact sensitive fields as configured, and include an authenticity verification badge. Track packet status (Draft, Submitted, Resolved), owners, and external references (RMA/case IDs). Log all actions to the audit trail. The outcome is a faster, standardized process to resolve complaints and chargebacks with defensible evidence.

Acceptance Criteria
Capture Policy Rules and Compliance Settings
"As an administrator, I want to configure capture rules by order type and region so that drivers collect the right evidence to meet policy and regulatory requirements."
Description

Provide an admin UI and policy engine to define capture requirements by scenario (e.g., alcohol, high-value, contactless), geography, order tags, or order value. Rules can require or relax artifacts (signature, photo, code), set minimum GPS accuracy, enforce geofence within a distance of destination, and mandate reason codes and reattempt flows on failure. Support per-tenant branding and consent text, localization, accessibility options, and training tooltips in the driver app. Expose rule evaluation outcomes in the ledger and APIs. Include real-time validation feedback to drivers and configurable escalation (e.g., call customer, notify manager). The outcome is consistent, policy-compliant captures that adapt to business and regulatory needs.

Acceptance Criteria

SlipGuard Predict

Forecasts ETA slips before they happen by analyzing live GPS speed, dwell patterns, traffic, and prep signals. Flags at‑risk stops with minute‑by‑minute risk scores and proposes the smallest corrective action to keep promises. Act early, cut missed drops, and prevent “where’s my order” calls during rush.

Requirements

Live Telemetry Ingestion & Signal Normalization
"As an operations manager, I want SlipGuard to continuously ingest and normalize live GPS, traffic, and prep signals so that risk predictions always reflect the latest ground truth."
Description

Continuously ingest driver GPS traces, speed, and dwell events; third‑party traffic conditions; and merchant prep signals (e.g., order ready times) into a unified real‑time stream tied to each route and stop. Normalize heterogeneous data into a consistent schema, correct clock skew, snap GPS to roads, map points to route legs and stops, and deduplicate overlapping events. Provide back‑pressure handling, retries, and idempotency to ensure reliable processing during peak load and intermittent connectivity. Expose ingestion via SDKs and webhooks with authentication and rate limits, and store a rolling time window for model features and auditability. Integrate with ZipTrail’s existing route model so that each signal is associated with the correct courier, route, and stop. Target end‑to‑end data latency under 5 seconds with at‑least‑once processing guarantees and PII minimization consistent with ZipTrail privacy standards.

Acceptance Criteria
Minute‑by‑Minute ETA Slip Risk Scoring
"As a dispatcher, I want real‑time risk scores for each stop that update every minute so that I can spot delays before promised ETAs slip."
Description

Compute a per‑stop ETA slip risk score (0–100) that updates at least once per minute while a route is active, using features such as current speed vs. expected, dwell duration, traffic slowdown, distance/time remaining, merchant prep readiness, historical driver pace, and promised delivery window. Ensure scoring latency under 1 second per batch with horizontal scalability. Provide calibrated thresholds for Low/Medium/High risk and expose top contributing factors for each score to support operator trust and explainability. Persist scores and explanations for analytics and model monitoring. Integrate with the existing ETA engine to compare predicted arrival with promise windows and identify potential slips before they occur.

Acceptance Criteria
Early Warning Alerts & Routing Rules
"As a shift lead, I want configurable early warnings for at‑risk stops so that I can intervene before customers are impacted."
Description

Trigger early warnings when a stop’s risk score crosses configurable thresholds, with hysteresis and rate limiting to avoid alert noise. Route alerts to the right party (dispatcher, driver, merchant) based on role, territory, and shift, and support in‑app banners, push, and optional SMS/email within ZipTrail’s notification framework. Provide acknowledgement, escalation, and auto‑resolve rules tied to risk decay or action taken. Maintain an alert log with timestamps, recipients, delivery status, and outcomes for audit and optimization.

Acceptance Criteria
Smallest Corrective Action Recommender
"As a dispatcher, I want SlipGuard to suggest the smallest effective action to keep promises so that I can correct issues quickly without disrupting the whole route."
Description

Generate ranked, least‑disruptive corrective actions for an at‑risk stop, such as resequencing the next two stops, reassigning to a nearby courier, nudging prep to expedite or hold, suggesting a short detour to avoid congestion, or proactively adjusting the customer ETA. Estimate impact (minutes saved, promise kept probability) and operational cost for each option, respecting constraints like driver capacity, service zones, and merchant prep readiness. Provide one‑click apply with confirmation, simulate effects on downstream stops, and support rollback if outcomes degrade. Integrate with existing route editing and notification systems to execute selected actions.

Acceptance Criteria
Route‑Aware Risk Dashboard
"As an operations coordinator, I want a live view of at‑risk stops with explanations and quick actions so that I can manage exceptions efficiently during rush."
Description

Embed a route and stop‑level visualization in ZipTrail’s web and mobile dashboards showing current risk states on map and list views, with color‑coded scores, trend sparklines, top reasons, and recommended actions. Support filtering by fleet, zone, merchant, driver, and risk level; sorting by lead time to slip; and a timeline view to monitor how risk evolves minute by minute. Provide quick actions (acknowledge, apply recommendation, snooze) and tooltips with explanations to improve operator confidence. Ensure responsive performance with real‑time updates and accessibility compliance.

Acceptance Criteria
Proactive Customer ETA Updates
"As a store owner, I want customers to receive proactive, branded ETA updates when a delay is likely so that they trust our service and stop calling for status."
Description

When risk persists beyond a configurable lead time, automatically adjust branded customer notifications with revised ETAs and clear reasons (e.g., traffic delay), linking to the live tracker. Respect merchant preferences, quiet hours, and channel policies, and throttle updates to prevent over‑messaging. Support multilingual templates and A/B testing to measure impact on WISMO calls and CSAT. Seamlessly integrate with ZipTrail’s existing notification service and maintain delivery and engagement metrics for analysis.

Acceptance Criteria
Model Feedback Loop & Outcome Metrics
"As a product manager, I want measurable outcomes and a feedback loop so that we can prove SlipGuard prevents slips and continuously improve accuracy."
Description

Capture outcomes for every at‑risk stop, including actions taken, actual arrival time vs. promise, customer notification sent, and whether a slip was prevented. Compute precision, recall, lead time, and action ROI to monitor model health and operational value. Provide dashboards and exports, trigger alerts on model drift, and feed labeled data back into training pipelines on a scheduled cadence with versioning and rollbacks. Ensure data retention, privacy compliance, and experiment support to compare policy and threshold changes over time.

Acceptance Criteria

Smart Swap Matrix

Evaluates every feasible driver‑stop swap in real time and ranks options by net time saved, added detour, driver capacity, and proximity. Shows clear before/after ETAs and impact badges so dispatchers can apply the best fix in one tap. Stabilizes routes while rescuing late orders with minimal disruption.

Requirements

Real-time Swap Feasibility Engine
"As a dispatcher, I want the system to automatically screen and validate possible driver-stop swaps in real time so that I only see options that are actually feasible and compliant."
Description

Evaluates all potential driver–stop swaps in real time by ingesting live GPS pings, current route sequences, stop time windows, driver capacity, vehicle constraints, and service zones. For each candidate, simulates insertion/removal using the routing ETA service to compute incremental travel time, stop dwell, and knock-on effects across the affected routes. Filters out infeasible options (capacity overflow, zone/shift violations, SLA breaches) and annotates remaining candidates with constraint status and reasons for exclusion. Operates continuously with streaming updates and returns a bounded candidate set optimized for sub-second UI responsiveness. Integrates with ZipTrail’s routing, driver, and order services via internal APIs with idempotent requests and structured error handling. Outcomes are a clean, accurate pool of viable swaps ready for scoring.

Acceptance Criteria
Multi-factor Swap Scoring & Ranking
"As a dispatcher, I want ranked swap recommendations based on time saved and minimal disruption so that I can pick the best fix quickly and confidently."
Description

Assigns a composite score to each feasible swap using configurable weights across net time saved, added detour, proximity, route stability cost (stops reordered), driver workload balance, remaining shift time, and customer SLA impact. Supports organization-level default weights and per-queue overrides, with safe ranges and presets (Speed, Stability, Balance). Produces a stable, deterministic ranking and exposes the top N candidates with tie-breaking rules. Provides telemetry on score components for transparency and tuning. Designed to compute at stream rates and cache results until new telemetry invalidates inputs.

Acceptance Criteria
Before/After ETA Visualization & Impact Badges
"As a dispatcher, I want to see the precise before-and-after ETA impact of a swap so that I understand consequences before I apply it."
Description

Presents a clear, side-by-side preview of before/after ETAs for every stop affected by a candidate swap across both drivers’ routes. Highlights changes with color coding, delta minutes, and badges such as Rescues Late, +Detour, Capacity OK, and SLA Risk. Supports drill-down into per-stop details (distance, dwell assumptions) and aggregates total route impact. Optimized to render instantly from precomputed swap payloads and resilient to live data refreshes, preserving the current comparison state until dismissed.

Acceptance Criteria
One‑Tap Apply, Safeguards, Notifications, and Undo
"As a dispatcher, I want to apply a chosen swap instantly with a safety check and the ability to undo so that I can act fast without risking bad changes."
Description

Allows dispatchers to apply a selected swap in one tap with transactional updates to assignments, route sequences, and ETAs. Executes final pre-commit validations against the latest telemetry and locks affected routes during the transition to prevent conflicts. Notifies assigned drivers via the mobile app with turn-by-turn updates and acknowledges acceptance if configured; sends updated customer ETA notifications under the brand settings. Provides a time-boxed undo that fully rolls back changes and emits an audit log (who, what, when, before/after). Ensures idempotency and partial-failure recovery with compensating actions.

Acceptance Criteria
Live Data Refresh & Concurrency Control
"As a dispatcher, I want the swap list and previews to stay accurate with live changes and avoid conflicts so that I don’t make decisions on stale data."
Description

Keeps swap suggestions and previews synchronized with live GPS and ETA updates while preventing race conditions from multi-user edits. Implements optimistic concurrency with versioned route snapshots; flags stale previews and auto-refreshes scores when inputs change. Provides clear conflict messages and guided retry if another user modified the routes, and ensures consistent state through short-lived locks during apply. Includes performance guardrails to throttle recomputation under telemetry spikes.

Acceptance Criteria
Proactive Late‑Order Rescue Suggestions
"As a dispatcher, I want the system to proactively suggest swaps when an order is at risk of being late so that I can intervene before SLAs are breached."
Description

Continuously monitors orders trending late using predictive ETA risk scoring and raises proactive swap suggestions when risk crosses configured thresholds. Surfaces a focused alert panel with the top recommended swaps per at-risk order, including expected minutes rescued and disruption level. Provides configurable business rules (e.g., exclude VIP customers from disruption, prefer same-zone swaps) and quiet hours. Integrates with notifications to prompt dispatchers without overwhelming them, with rate-limiting and snooze.

Acceptance Criteria

PrepPulse Sync

Ingests live prep times from POS/KDS or quick-tap kitchen updates so the engine schedules around what’s truly ready. Prioritizes ready‑first orders and pairs them to nearby drivers finishing soon, shrinking counter pileups and keeping food hot to the door.

Requirements

POS/KDS Connectors for Live Prep Times
"As an operations manager for a multi-location restaurant, I want ZipTrail to automatically ingest real-time prep events from our POS/KDS so that driver dispatch is based on what’s actually ready."
Description

Build and maintain secure integrations to major POS/KDS systems (e.g., Square, Toast, Clover, Lightspeed) to ingest real-time prep signals (order created, prep started, item ready, order ready). Support webhooks where available with signature verification and replay protection; fall back to efficient polling with delta windows when webhooks are unavailable. Map external order and item identifiers to ZipTrail orders, including partial readiness for multi-item orders. Ensure idempotent event processing with retries and exponential backoff. Provide a self-serve configuration UI for merchants to authorize connections (OAuth2 or API keys), select locations, and map order channels to ZipTrail. Enforce multi-tenant isolation and rate limiting with backpressure handling. Performance targets: p50 ingestion-to-availability under 3 seconds, p95 under 8 seconds per event. Deliver operational resilience with dead-letter queues, vendor-specific health checks, and automated failover to heuristics if feeds degrade.

Acceptance Criteria
Quick-Tap Kitchen Ready UI
"As a line cook or expediter, I want a simple tap-to-mark-ready screen so that I can update order readiness without leaving the line."
Description

Provide a lightweight, low-latency kitchen interface (web and mobile) that allows staff to quickly update order status via large, glove-friendly buttons: prep started, paused, item ready, order bagged/ready. Enable quick access via PIN/QR code with role-based permissions (kitchen, expo). Include order lookup by name, order number, or barcode/QR scan; show prioritized queue with clear visual states and color contrast for high visibility. Support offline operation with local queueing and automatic sync on reconnect. Offer multi-station support with station-specific item ownership and merge of item-level events into order-level readiness. Include haptic/audio confirmations, configurable shortcuts (e.g., mark all sides ready), and multilingual labels. Ensure minimal training by following common KDS patterns and provide a compact widget mode that can embed alongside existing KDS screens.

Acceptance Criteria
Prep Time Normalization and Confidence Scoring
"As a dispatcher, I want accurate, normalized ready-times with confidence scores so that I can trust scheduling decisions and spot unreliable signals."
Description

Create a unifying data model that merges prep signals from POS/KDS, manual kitchen taps, and historical behavior into a single predicted ready-at timestamp per order. Compute a confidence score (0–1) based on signal freshness, source reliability, and agreement across sources. Detect and flag stale or conflicting signals; auto-resolve using recency, source priority, and item-level completion rules (slowest-item or bagging thresholds). Implement category-aware heuristics (e.g., pizza vs. salads) and time-of-day modifiers, with per-location overrides. Expose normalized fields via API and internal services: ready_at, ready_confidence, source_of_truth, and last_signal_at. Provide operational fallbacks when live signals are missing, including historical averages and dynamic adjustments derived from real-time kitchen throughput. Surface confidence and reasons in dashboards to help staff and dispatchers trust the data.

Acceptance Criteria
Ready-First Dispatch Prioritization Engine
"As a fleet manager, I want the dispatch engine to prioritize ready-first orders and pair them with nearby drivers finishing soon so that orders leave hot and counter pileups shrink."
Description

Enhance the scheduling engine to prioritize orders by readiness and proximity, pairing ready or near-ready orders with drivers who will finish current drops nearby. Incorporate constraints such as driver capacity, maximum counter dwell time, temperature windows, pickup time promises, and customer SLAs. Support batching of compatible orders when routes are aligned and thermal/hold-time limits are respected. Introduce configurable weighting between readiness, driver ETA to store, and promised delivery windows, with per-tenant tuning. Continuously re-optimize as new prep signals arrive, minimizing idle counter time and reducing missed drops. Provide what-if simulation and A/B toggles to compare outcomes against legacy dispatch rules, with key metrics (counter dwell, on-time rate, driver idle, hot-hold violations).

Acceptance Criteria
Dynamic ETA Recalculation and Branded Notifications
"As a customer, I want timely updates when my order status changes so that I know when to expect pickup and delivery without calling the store."
Description

Recompute pickup and delivery ETAs whenever prep readiness changes, updating driver assignments and customer-facing timelines in real time. Apply smoothing and rate limits to avoid notification churn (e.g., suppress updates for deltas under a configurable threshold). Trigger branded customer notifications via SMS, email, and push that reflect states like Preparing, Bagged, Driver En Route, and Adjusted ETA, with localized templates and quiet-hours rules. Update courier apps with precise pickup windows and alert when an order flips to ready or risks exceeding counter dwell limits. Expose an event timeline in the tracking view so customers and staff can see key milestones and sources of change. Ensure all notifications are compliant with messaging regulations and include opt-out mechanisms.

Acceptance Criteria
Ingestion Health Monitoring, Alerts, and Audit Logging
"As a support analyst, I want monitoring and an audit log of readiness events so that I can investigate issues and prove what happened."
Description

Implement end-to-end observability for PrepPulse Sync: metrics for event latency, throughput, error rates per vendor/location, backlog depth, and confidence distribution. Provide dashboards and alerting for missing webhooks, elevated retries, or stalled locations, with automated runbooks and circuit breakers that switch to heuristic mode when feeds degrade. Maintain an immutable audit log of readiness-related events capturing who/what changed status, timestamps, source system, and before/after values. Expose an admin view to search and export audits for dispute resolution and support, with data retention and redaction policies (e.g., 90 days default, PII minimized). Enable dead-letter queues with replay tools to recover from transient failures without duplicating state.

Acceptance Criteria
Security, Privacy, and Access Control for Prep Signals
"As a security-conscious admin, I want integrations to use least-privilege access and enforce tenant isolation so that our data remains protected and compliant."
Description

Secure all integrations and user interactions for PrepPulse Sync with least-privilege access to POS/KDS APIs (scoped OAuth), encrypted secrets management, and signed webhooks over TLS. Enforce strict tenant isolation across data pipelines and storage; minimize PII in ingested payloads and scrub logs. Provide role-based access control for kitchen and dispatch roles, optional SSO for larger tenants, and session hardening on shared devices (auto-logout, kiosk mode). Implement rate limiting and abuse detection on public endpoints. Align with compliance frameworks (e.g., SOC 2 controls) and maintain consent/opt-out management for customer messaging. Document data flows and provide a Data Processing Addendum addendum covering prep signal processing.

Acceptance Criteria

Lock & Limits

Sets guardrails the engine must honor: lock critical stops to a driver, require skills (ID check, age‑restricted), cap route stretch, avoid bike‑unfriendly/toll segments, and define max stop counts. Prevents risky or non‑compliant reassignments while still optimizing the rest.

Requirements

Stop Lock to Driver
"As a dispatcher, I want to lock critical stops to a specific driver so that re-optimization never reassigns them and compliance is guaranteed."
Description

Enable dispatchers to hard-lock specific stops to a designated driver so that the optimizer treats those tasks as immutable anchors during initial planning and any re-optimization. Locked stops persist across sessions, mobile reconnects, and batch edits, and are clearly indicated in web and mobile UIs. The routing engine must exclude locked stops from swap, merge, or reassignment operations while continuing to optimize all other stops. Provide single and bulk lock/unlock actions, effective-now or scheduled locks, and permissioned override with reason capture. Expose lock state via APIs, enforce on import/webhooks, and record all changes in an audit log. Mobile apps display lock badges and prevent self-reassign for locked tasks.

Acceptance Criteria
Skill-Based Assignment
"As an operations manager, I want stops with ID or age checks to be auto-assigned only to qualified drivers so that deliveries remain compliant."
Description

Support skill and certification tagging on drivers (e.g., ID verification, age-restricted delivery, hazmat, refrigeration) and required-skill markers on stops/orders. During planning and re-optimization, the engine must only assign stops to drivers possessing all required active skills, honoring expirations and effective dates. Validate skill requirements on ingestion and edit, surfacing real-time warnings when no eligible driver exists. Provide configurable fallbacks (e.g., allow override by role, place on hold queue) with explicit reason codes. Expose management via UI and API with bulk edit, import/export, and audit trails. Include reporting to monitor coverage gaps and upcoming expirations.

Acceptance Criteria
Route Stretch Cap
"As a dispatcher, I want to cap route stretch during re-optimization so that drivers aren’t burdened with excessive detours and ETAs stay reliable."
Description

Allow configuration of maximum allowable route stretch per driver or fleet, defined as percentage and absolute caps on added time and distance versus a baseline (initial plan, SLA, or historical average). During rebalancing, the optimizer must reject or limit moves that would exceed the cap, and return structured reason codes for blocked changes. Support per-shift and time-window caps, with separate thresholds for pickup vs. drop segments. Provide admin UI to set defaults and overrides, API for programmatic control, and analytics to visualize stretch impact and exceptions. Include simulation mode to preview effects before applying to live routes.

Acceptance Criteria
Avoid Restricted Segments
"As a bike courier, I want my routes to avoid unsafe or restricted road segments so that I can travel safely and legally."
Description

Introduce vehicle- and policy-aware routing profiles that avoid bike-unfriendly paths (stairs, tunnels, high-speed arterials), toll roads, and restricted highways based on map tags and jurisdiction rules. Constraints are configurable per vehicle type, driver, fleet, and time window, with fallbacks when avoidance makes a stop unreachable. When constraints are relaxed, the system must log the exception and explain the chosen path. Provide toggles in the planner UI, profile assignment at driver level, and API flags. Include regular map data updates and a validation layer to detect contradictory settings (e.g., bike profile with highway-only access).

Acceptance Criteria
Max Stops Per Route
"As a dispatcher, I want to enforce a maximum number of stops per driver so that workload stays within policy and service quality remains consistent."
Description

Enable hard and soft caps on the number of stops per driver, route, or shift, with configurable thresholds by service type and time window. The engine must respect hard caps during initial planning and re-optimization, and treat soft caps as a cost that discourages overloading unless necessary. Include validation on import and bulk assign actions, visual indicators when nearing limits, and suggestions to split or defer excess stops. Provide per-driver overrides with permissions, and ensure locked stops count toward the cap. Expose limits in APIs and include cap-related metrics in route summaries.

Acceptance Criteria
Constraint Conflict Explainability
"As a dispatcher, I want clear reasons when the optimizer can’t make a change so that I can quickly resolve the constraint or choose an alternative."
Description

When locks or limits prevent reassignment or routing changes, generate clear, structured explanations that identify the blocking rule(s), the affected stops/drivers, and the attempted action. Present actionable guidance (e.g., unlock stop X, assign driver with skill Y, increase stretch cap to Z%) and allow one-click remediation for users with permission. Provide an explanations panel in the planner UI, include reason codes in API responses, and log conflicts to the audit trail for postmortem review. Support export of conflict reports and telemetry to help tune policies over time.

Acceptance Criteria
Lock & Limits Admin and API
"As an administrator, I want to manage Lock & Limits policies via UI and API with full auditability so that changes are controlled and traceable."
Description

Deliver a centralized settings console and REST API to manage all Lock & Limits policies, including CRUD for locks, skills, caps, segment preferences, and stop limits. Implement RBAC with granular permissions (view, set, override), bulk operations, CSV import/export, versioning with effective dates, and sandbox mode to test policies against sample routes. Provide webhooks for policy changes, monitoring dashboards for policy hits/violations, and a complete audit log with user, timestamp, and reason. Ensure high availability and idempotent endpoints to support integrations.

Acceptance Criteria

Silent Hand‑off

Executes approved swaps end‑to‑end without dispatcher juggling: alerts the new driver, resequences their queue, updates turn‑by‑turn, and auto‑notifies recipients with a refreshed branded ETA. Keeps everyone aligned and reduces chaos during peak periods.

Requirements

One-Tap Swap Initiation & Approval
"As a dispatcher, I want to initiate and approve driver swaps with an impact preview so that I can rebalance routes quickly without manual juggling."
Description

Provide UI and API to initiate a swap of one or more stops/orders from one driver to another with minimal clicks. Enforce role-based permissions, capture reason codes and optional notes, and pre-validate eligibility (recipient driver on-shift, geo proximity, capacity, service/time-window constraints). Present an impact preview showing ETA deltas and service risks before confirmation. Support bulk selection, auto-approval rules for peak periods, and manual approval with a full audit trail. Integrate within the dispatcher web dashboard and mobile admin views, and expose an idempotent endpoint for external systems to request/approve swaps.

Acceptance Criteria
Automatic Route Resequencing
"As an operations manager, I want swapped stops to auto-resequence on the new driver’s route so that ETAs remain accurate and promises are met."
Description

Upon swap approval, automatically re-optimize the recipient driver’s stop order based on current GPS position, live traffic, time windows, priorities, and vehicle constraints, while preserving any locked or service-critical stops. Recompute ETAs for both the donating and receiving drivers, update route scores, and publish before/after views to the dispatcher. Apply business rules (e.g., item restrictions, driver certifications) and commit all changes within seconds to maintain real-time accuracy. Scale to handle bursts during peaks without degrading ETA quality.

Acceptance Criteria
Driver Alert & Acceptance
"As a driver, I want a clear, one-tap alert for newly assigned stops so that I can accept and continue with updated guidance without losing focus."
Description

Notify the recipient driver instantly via push/in-app banner with a concise summary (stop count, next stop, ETA impact, special instructions) and provide one-tap Accept/Decline. Configure a timeout with auto-assign or fallback routing based on policy. Offer SMS/voice fallback if the app is offline, and escalate to dispatcher on non-response. Track acknowledgement timestamps and surface status in the dispatcher dashboard. Localize content and support lock-screen actionable notifications for minimal friction.

Acceptance Criteria
Turn-by-Turn Navigation Refresh
"As a driver, I want my turn-by-turn to reflect newly added or removed stops immediately so that I can follow the optimal route without manual adjustments."
Description

Seamlessly update the driver app’s navigation queue after acceptance: remove transferred stops from the original driver and insert them into the recipient driver’s queue with correct ordering and guidance. If the driver is mid-leg, recalculate the current leg and provide an immediate next maneuver. Support deep links into native navigation (Apple/Google Maps) and preserve checklists and special handling notes. Ensure background sync for offline scenarios and reconcile upon reconnect without duplications.

Acceptance Criteria
Recipient Auto-Notification with Refreshed ETA
"As a recipient, I want to be proactively informed with a refreshed ETA and live tracking when drivers change so that I can be available at the right time."
Description

Automatically notify affected recipients when a swap changes their delivery/pickup ETA, using branded SMS, email, and push according to their preferences and quiet hours. Include a refreshed live tracking link, updated ETA window, driver identity (subject to privacy settings), and a brief reason message. Localize templates, handle bounces/retries, and rate-limit to avoid spam. Update the customer tracking portal and message center in real time and log delivery/engagement events for reporting.

Acceptance Criteria
Atomic Swap Consistency & Audit
"As a compliance and reliability stakeholder, I want swaps to be consistent and fully auditable so that we avoid data errors and can trace every change."
Description

Execute swaps as atomic transactions across orders, routes, notifications, and navigation updates to prevent partial states. Use idempotency keys, retry/backoff, and compensating actions for failure scenarios. Emit structured events for observability, maintain a tamper-evident audit log (who, what, when, why), and expose metrics/SLOs (e.g., p95 swap commit <5s, recipient notification <15s). Provide admin tools to view history and export logs for compliance.

Acceptance Criteria
Edge Cases & Safety Rules
"As a dispatcher, I want the system to prevent unsafe or non-compliant swaps and guide recovery when issues occur so that operations remain smooth and lawful."
Description

Enforce safety and policy constraints during silent hand-offs: block swaps during proof-of-delivery or payment capture, verify driver eligibility for restricted items, honor geofences and service zones, and prevent swaps that violate legal constraints or store policies. Provide graceful degradation for offline drivers, rollback on failure with clear dispatcher alerts, and guidance to resolve conflicts. Include configurable rule sets per tenant.

Acceptance Criteria

SLA Shield

Optimizes with promised windows at the core. Weights VIPs, hot items, and narrow windows so rebalances protect commitments first. Visual risk heat and swap rationale make trade‑offs transparent and help teams defend on‑time performance.

Requirements

SLA-Aware Optimizer
"As a dispatcher, I want the system to optimize routes using promised delivery windows and priority weights so that commitments are protected and on-time performance improves."
Description

Introduces a real-time optimization engine that centers promised delivery windows in decision-making. It ingests live driver GPS, stop ETAs, traffic, and order attributes to score each delivery by breach risk, applying configurable weights for VIP customers, hot items, and narrow windows. The engine continuously rebalances assignments and suggests swaps to minimize SLA violations while maintaining route feasibility and driver constraints. It integrates with ZipTrail’s existing routing and ETA services, surfaces protected commitments, and outputs updated routes and ETAs to web and mobile dashboards. Expected outcomes include higher on-time rate, fewer missed drops, and reduced manual triage.

Acceptance Criteria
Proactive Breach Alerts
"As an operations manager, I want proactive alerts when an order is at risk of missing its SLA so that I can intervene early with the recommended action."
Description

Provides early-warning notifications when a delivery approaches SLA risk thresholds based on live ETA deltas and confidence intervals. Alerts trigger in-app, via email, SMS, or push with severity levels and recommended actions (swap, resequence, customer notify). The module ties into ZipTrail’s notification service, respects user roles and quiet hours, and throttles to avoid alert fatigue. It logs acknowledgments and resolutions to support accountability and later analysis. Expected outcome is earlier intervention and fewer SLA breaches.

Acceptance Criteria
Risk Heatmap Dashboard
"As a store owner, I want a visual heatmap of SLA risk across all active deliveries so that I can quickly focus attention on the most critical orders."
Description

Adds a visual, route-aware heatmap that highlights current and forecasted SLA risk across all active orders and drivers. Uses color gradations, countdown timers to window end, and confidence bands to convey urgency at a glance. Supports filtering by VIP tier, item type, region, and driver, and pins narrow-window stops for fast triage. Integrates with existing ZipTrail dashboards and links directly to swap actions and customer messaging. Expected outcome is faster situational awareness and targeted resource focus.

Acceptance Criteria
Swap Rationale & Audit Trail
"As a dispatcher, I want to see why the system recommends a swap or rebalance so that I can trust the decision and explain it to stakeholders."
Description

Explains every auto- or suggested rebalance with plain-language rationale (e.g., ETA improvement, VIP weight, window tightness) and quantitative impact (minutes saved, risk reduced). Captures before/after route metrics and preserves a searchable audit log of changes, actors, and timestamps. Integrates with optimizer outputs and dashboard UI components to display justifications inline and in a detailed modal. Expected outcome is transparent decision-making that builds trust and enables post-shift reviews.

Acceptance Criteria
Priority Weighting Config
"As an admin, I want to configure VIP tiers, hot item rules, and window tightness thresholds so that the optimizer reflects our business priorities."
Description

Introduces admin-configurable policies for SLA protection, including VIP tiers, hot item definitions, narrow-window thresholds, penalty curves for lateness, and driver constraints (capacity, shift limits). Supports per-tenant presets, effective-dated changes, and safe defaults. Includes validation, preview of policy impact on sample routes, and API endpoints for automated updates. Expected outcome is alignment of optimization behavior with each business’s priorities without code changes.

Acceptance Criteria
What‑if SLA Simulator
"As a route planner, I want to simulate changes so that I can understand the impact on SLA risk before applying them."
Description

Provides a sandbox to simulate candidate changes—driver swaps, stop resequencing, start times, or temporary traffic slowdowns—and projects their effect on SLA risk, ETAs, and driver workload before committing. Runs fast, side-by-side comparisons with the current plan and highlights trade-offs. Integrates with the optimizer in read-only mode and permits one-click apply with permission controls. Expected outcome is better decisions through safe exploration of alternatives.

Acceptance Criteria
SLA Performance Reporting
"As a business owner, I want reports on on-time performance and SLAs saved so that I can measure ROI and tune policies."
Description

Delivers analytics on on-time percentage, breach counts, minutes saved, and commitments protected, sliced by store, route, VIP tier, item type, and time. Includes trend lines, cohort comparisons pre/post SLA Shield, and exportable reports. Pulls from the audit trail and delivery events to attribute outcomes to specific rebalances and alerts. Expected outcome is measurable ROI and continuous tuning of policies based on evidence.

Acceptance Criteria

FairSplit Balance

Maintains driver trust during rebalances by tracking workload and earnings across swaps. Suggests equitable assignments and auto‑splits tips or incentives when orders move, reducing friction and improving acceptance of dynamic load balancing.

Requirements

Swap Ledger & Earnings Audit
"As a driver, I want a clear, tamper-proof record of how my earnings were calculated across swaps so that I can trust rebalances and verify my payouts."
Description

Provide an immutable, event-sourced ledger that records all assignment, pickup, handoff, and completion events per order and driver, tracking workload metrics (time on task, distance, stops, wait time) and mapping them to earnings, tips, and incentives. On every swap, persist the split calculation, rationale, policy version, and before/after balances to ensure transparency and payroll-grade accuracy. Integrate with ZipTrail’s GPS telemetry and route-aware ETAs to compute effort attribution in real time, support idempotent event ingestion, backfill of late events (e.g., late-arriving tips), export for payroll/accounting, and API access for partner systems. Expose read-only views to drivers for trust while guarding sensitive peer data via role-based access controls.

Acceptance Criteria
Equitable Assignment Scoring
"As a dispatcher, I want suggested reassignments that balance workload and earnings without risking on-time delivery so that drivers feel treated fairly and customers still get accurate ETAs."
Description

Implement a scoring engine that recommends rebalances based on a fairness index combining live workload (active orders, route slack), effort-to-earnings ratio, proximity to next stop, historical shift earnings, vehicle capacity, and driver preferences. Surface ranked suggestions in the dispatcher dashboard with explanations of fairness impact and on-time delivery probability, enforcing constraints like maximum reassignments per order and cooldowns. Leverage ZipTrail’s ETA models to avoid degrading delivery SLAs, log decisions for audit, and expose metrics (acceptance rate, on-time rate, fairness variance) for continuous tuning.

Acceptance Criteria
Real-time Tip & Incentive Auto-Split
"As a driver, I want tips and bonuses to be split automatically and fairly based on who did the work so that I don’t have to worry about losing earnings when orders are rebalanced."
Description

Automatically calculate and apply tip/incentive splits when orders move between drivers, supporting policy options (fixed %, time-based, distance-based, step-bonus thresholds) and handling multi-driver handoffs. Ingest POS/gratuity events and promotions, hold late-arriving tips for deferred settlement, and reconcile deltas to the ledger with traceable adjustment entries. Implement rounding, currency, and minimum-guarantee rules; handle edge cases (cancellations, partial completions, batched orders) while reflecting updates instantly in driver balances and dashboards.

Acceptance Criteria
Driver Transparency & Consent Screen
"As a driver, I want to see how a swap will change my pay and workload before I accept it so that I can make informed decisions quickly."
Description

Add a driver-facing screen that previews the earnings and workload impact of a proposed swap before acceptance, including breakdown of base pay, tips, incentives, and fairness rationale. Provide accept/decline with response timers, offline-safe caching, accessibility and localization support, and secure acknowledgment logging. Integrate with in-app and push notifications to ensure drivers are informed in real time, and sync accepted/declined outcomes back to the scoring engine and ledger.

Acceptance Criteria
Dispute & Adjustment Workflow
"As a driver, I want an easy way to dispute an unfair split and track its resolution so that mistakes can be corrected and trust is maintained."
Description

Enable a structured workflow for drivers to dispute a split or assignment within a configurable window, attach evidence (notes, photos, telematics markers), and receive rule-based auto-resolution or admin review. Provide admin tools to propose adjustments, request info, and finalize outcomes that post compensating entries to the ledger with full audit trails. Notify involved drivers of status changes, enforce SLAs, and expose dispute analytics to identify policy tuning opportunities.

Acceptance Criteria
Policy Configuration & Simulation
"As an operations manager, I want to configure and test fairness and split policies before rollout so that changes improve equity without harming delivery performance."
Description

Offer an admin console to configure fairness weights, split rules, caps, and regional exceptions, with versioning and safe rollout (by merchant, fleet, or region). Provide a simulation mode that replays historical routes and swaps to compare policy variants on fairness, acceptance rate, and on-time delivery. Support A/B tests, publish policy change logs, and surface monitoring dashboards to detect regressions and guide continuous optimization.

Acceptance Criteria

Smart Significance

Automates test sizing and stopping so you only ship messages that truly reduce support pings. It calculates the right sample per store, monitors results in real time, and auto-ends tests once a clear winner emerges—protecting small locations from underpowered trials and preventing false winners. Clear win badges and projected impact make decisions effortless.

Requirements

Per-Store Sample Size Engine
"As an operations manager, I want the system to size each store’s test automatically so that small locations aren’t exposed to underpowered experiments and I can trust the results network-wide."
Description

Compute statistically valid sample sizes per store for A/B tests of customer notifications aimed at reducing support pings. Leverage historical order volume and baseline ping rate to set minimum detectable effect, power, and alpha, then output required exposures per variant and projected test duration by store. Apply guardrails for low-volume locations (e.g., minimum sample floors, clustering/pooling) to avoid underpowered trials and cap maximum test length. Dynamically re-calculate targets as live traffic deviates, publish sizing to the experiment config, and expose sizing rationale in the dashboard. Integrates with ZipTrail’s store catalog, event schema, and analytics warehouse.

Acceptance Criteria
Real-time Outcome Tracking Pipeline
"As a product analyst, I want live, trustworthy exposure and support-ping metrics so that I can see how each message is performing by store without waiting for batch reports."
Description

Stream low-latency exposure and outcome events to measure the impact of notification variants on support pings in near real time. Capture variant assignment, notification send/open, and a unified “support ping” outcome from inbound calls, SMS replies, chat, or help taps within a defined attribution window. De-duplicate events, handle late arrivals, and standardize across web and mobile SDKs and server-side sends. Provide per-store, per-variant metrics (conversion, ping rate, lift) with sub-minute freshness SLAs and emit metrics to the Smart Significance engine and dashboards.

Acceptance Criteria
Auto-Stop and Winner Promotion
"As a growth lead, I want tests to end themselves and promote winners when evidence is clear so that we avoid wasting traffic and can scale effective messages faster."
Description

Continuously monitor experiment results and automatically stop tests per store once stopping criteria are met (e.g., required sample reached and winner confidence threshold achieved). Optionally auto-promote the winning variant to 100% traffic with a configurable cooldown and rollback option. Support global or per-store stopping, freeze windows, and alerts to stakeholders via email/Slack. Persist decision artifacts (time, threshold, metrics) and update routing to enforce the new allocation immediately.

Acceptance Criteria
False-Winner Guardrails & Sequential Testing
"As a data scientist, I want rigorous guardrails against false winners so that decisions remain reliable even with continuous monitoring and many stores running in parallel."
Description

Implement sequential testing or Bayesian decision rules to control false positives across repeated looks at the data. Enforce minimum exposure thresholds, alpha spending/multiplicity adjustments across variants and stores, and practical significance checks to prevent promoting trivial lifts. Validate rules via simulation on historical data, and expose decision thresholds, posterior/confidence intervals, and error rates in an auditable log for each test decision.

Acceptance Criteria
Win Badges and Impact Projection UI
"As a regional manager, I want an at-a-glance view of winners and projected impact so that I can quickly decide which messages to roll out across my stores."
Description

Provide clear visual badges and summaries in the dashboard showing current winner/loser status, observed lift with confidence/posterior intervals, and projected monthly reduction in support pings and time saved for each store and network-wide. Include tooltips explaining why a variant is declared a winner, sample counts versus targets, and sensitivity to assumptions. Enable exportable reports and API access for sharing results with stakeholders.

Acceptance Criteria
Stable Randomization and Eligibility Controls
"As a platform engineer, I want consistent assignment and clear eligibility rules so that experimental traffic is controlled and results aren’t biased by edge cases."
Description

Provide deterministic bucketing (e.g., by order or customer ID) to ensure stable variant assignment across the delivery journey, with per-store traffic allocation controls and ramp schedules. Define eligibility rules to exclude ineligible orders (test orders, manual deliveries, GPS failures, out-of-coverage routes) to prevent contamination. Persist assignment for auditability and ensure cross-experiment isolation to avoid interference.

Acceptance Criteria
Data Quality Monitoring and Anomaly Alerts
"As a support lead, I want the system to detect and alert on data issues so that we don’t make decisions based on corrupted or incomplete test data."
Description

Continuously monitor data freshness, event volumes, attribution latency, clock skew, and GPS sync signals. Detect anomalies (e.g., sudden drop in exposure events or surge in pings), surface them in the dashboard, and auto-pause or flag impacted tests until data quality recovers. Provide backfill mechanisms for late events and maintain an audit trail of incidents, pauses, and resumes.

Acceptance Criteria

Send‑Time Lift

Optimizes when each SMS lands based on order stage, promised window, and past engagement. It learns per store and zone, then selects the minute that maximizes opens and link taps without spamming. Staggers bursts during rush, prioritizes pre‑arrival nudges, and measurably cuts “where’s my order” calls with zero manual scheduling.

Requirements

Event-Driven Order Stage Mapping
"As an operations manager, I want order stages consistently mapped to a canonical timeline so that send-time decisions are based on accurate, real-time contexts across stores and zones."
Description

Unify order lifecycle events (placed, accepted, ready, picked up, approaching, delivered, canceled) with promised delivery windows, route ETAs, and driver GPS to maintain a real-time stage context that Send‑Time Lift uses to decide when to schedule SMS. Ingest from POS, order APIs, and mobile SDK; normalize to a canonical state machine; include timestamps, zone, store ID, and customer timezone; handle late/missing events with timeouts. Emit idempotent updates and provide a queryable context so the scheduler can evaluate rules per order. Expected outcome: accurate, timely stage detection that triggers scheduling decisions and prevents messages after delivery/cancel.

Acceptance Criteria
Per-Store/Zone Send-Time Model
"As a store owner, I want send times to learn from my customers’ behavior in my area so that messages land when they’re most likely to be opened without spamming them."
Description

Implement a learning algorithm that determines the optimal minute to send each SMS per store and delivery zone, conditioned on order stage, promised window, and historical engagement (open/tap). Start with heuristic baselines (e.g., X minutes after pickup, Y minutes before ETA) and progressively adapt using bandit or Bayesian optimization to maximize opens and link taps while minimizing frequency. Model must support cold-start defaults, confidence thresholds, decay of stale data, and guardrails (max N SMS per order). Provide explainable outputs and override hooks. Persist model parameters per store/zone and surface a scoring API for the scheduler.

Acceptance Criteria
Engagement Signal Tracking
"As a product analyst, I want reliable open and tap signals tied to order context so that we can learn and prove which send times work best."
Description

Capture SMS engagement metrics by instrumenting tracked short links and delivery receipts. Generate unique per-message short URLs with redirect service, log opens (clicks), downstream actions (track page views), and correlate with order, store, zone, stage, and send timestamp. Ingest carrier delivery/failure receipts to compute deliverability. Store aggregated cohorts for modeling and reporting with privacy safeguards and TTL. Expose events to analytics and experimentation layers.

Acceptance Criteria
Rush Hour Staggering & Rate Limits
"As a store operator, I want message bursts automatically staggered during rush so that customers aren’t spammed at once and carriers don’t throttle our sends."
Description

Build a scheduling and queuing layer that smooths bursts during rush periods by staggering sends across orders while respecting carrier throughput and per-sender limits. Implement per-store, per-zone, and per-SMS-number rate limits; backoff and retry on provider 429s; ensure ordering fairness; and preserve priority for time-sensitive messages. Provide minute-level scheduling with timezone awareness and failover between SMS providers if capacity saturates.

Acceptance Criteria
Pre-Arrival Nudge Prioritization
"As a dispatcher, I want pre-arrival nudges to send at the right moment before the driver reaches the customer so that more customers are ready to receive the delivery."
Description

Ensure messages intended to reduce missed drops (e.g., “driver arriving soon”) are prioritized in the scheduler and bypass non-critical throttling when within a configurable window before ETA. Include logic to re-evaluate ETA drift from GPS; cancel or reschedule if arrival passes; enforce per-order frequency caps and deduplication. Provide templates and tokens for dynamic content (driver name, updated ETA, tracking link).

Acceptance Criteria
Compliance & Quiet Hours Guardrails
"As a compliance admin, I want guardrails that prevent non-compliant or ill-timed texts so that we respect customer preferences and regulatory standards."
Description

Enforce consent, opt-out, and quiet-hour policies automatically. Honor STOP/HELP flows, maintain opt-in status per phone number and brand, and block sends during store- or zone-defined quiet hours based on customer timezone. Apply frequency caps per order and per day; scrub PII from analytics; and provide audit logs for message decisions. Integrate with carrier compliance requirements (A2P 10DLC, sender IDs) and validate template content for required disclosures.

Acceptance Criteria
Lift Measurement & Experimentation
"As a product manager, I want controlled experiments and lift reporting so that we can prove value and iterate on the send-time models with confidence."
Description

Provide an experimentation framework to quantify the impact of Send‑Time Lift versus fixed schedules. Support holdout groups, per-store/zone experiments, and statistical reporting on open rate, tap rate, conversion proxies, and reduction in “where’s my order” (WISMO) calls. Attribute WISMO reductions by correlating inbound support calls with order timelines. Expose results in dashboards and export via API.

Acceptance Criteria

Copy Coach

Generates on‑brand, multilingual variants with one click and guards tone and phrasing to match your style. It highlights clarity issues, suggests concise CTAs (e.g., Add Gate Code), and auto-includes safe variables like ETA ranges. Side‑by‑side previews and readability tips help teams publish stronger copy faster.

Requirements

Brand Voice Profiles & Tone Enforcement
"As a shop owner, I want our delivery messages to always match our brand voice so that customers get a consistent, professional experience in every notification."
Description

Enable tenants to create and manage reusable brand voice profiles (tone, style descriptors, do/don’t phrases, reading level targets) and enforce them during copy generation and edits. Copy Coach must validate outputs against each profile’s rules, flag violations (e.g., off-tone wording, banned phrases), and propose compliant alternatives. Profiles are selectable per template and channel, ensuring consistent voice across SMS, email, and push. Enforcement applies across languages and preserves intent while adapting idiomatically. The service integrates with ZipTrail’s notification templating engine, supports auditability of rule hits, and exposes a policy evaluation API for pre-publish checks.

Acceptance Criteria
Safe Variable Registry & Auto‑Injection
"As an operations manager, I want essential delivery details automatically included and validated in copy so that customers have accurate ETAs without exposing sensitive data."
Description

Provide a centrally managed whitelist of safe variables (e.g., ETA window, tracking link, order short ID, driver first name initial) with formatting rules and localization patterns. Copy Coach must preserve and auto-inject required variables if missing, validate placeholders, and block unapproved or PII-revealing fields. It should render channel-aware fallbacks when data is unavailable and standardize formats (e.g., ETA 12:10–12:25 local time). Pre-publish validation runs inline and in CI for templates, integrating with ZipTrail’s notification runtime to ensure runtime-safe substitution. This reduces support calls and compliance risk while ensuring critical delivery context is always present.

Acceptance Criteria
One‑Click Multilingual Generation with Glossary
"As a customer communications lead, I want to create localized notification variants instantly so that all customers receive clear, on-brand messages in their preferred language."
Description

Allow users to generate on-brand variants for selected locales in one click, preserving placeholders and style rules. Support a per-tenant localization glossary and do-not-translate lists for brand terms, plus right-to-left rendering and locale-specific punctuation/date formats. Include translation memory to reuse previously approved segments and a fallback strategy when a locale variant is unavailable. Bulk-generate across channels and export/import glossary files. Integrates with brand voice enforcement and safe variable handling to ensure semantic fidelity and compliance across languages.

Acceptance Criteria
Readability Analysis & Clarity Highlights
"As a dispatcher, I want the tool to flag unclear or long wording and suggest concise alternatives so that customers quickly understand what to do upon delivery."
Description

Provide real-time readability scoring (e.g., grade level ranges) and clarity diagnostics that highlight long sentences, jargon, passive voice, and ambiguous phrasing. Offer inline, one-click rewrites that preserve variables and tone, plus channel-specific guidance (e.g., SMS segment limits, subject line length). Display predicted comprehension impact and show before/after diffs. The analyzer runs client-side for immediate feedback and server-side for final checks, integrating with previews and approval workflow.

Acceptance Criteria
Contextual CTA Suggestions for Last‑Mile
"As a courier coordinator, I want Copy Coach to suggest the most relevant CTA for each message so that customers take the right action and fewer deliveries fail."
Description

Generate concise, context-aware CTAs based on delivery stage, data completeness, and channel (e.g., “Add gate code,” “Confirm drop spot,” “Track your driver,” “Reply STOP to opt out”). Use business rules and models that evaluate order metadata and past outcomes to prioritize the most impactful CTA per message. Provide a curated library with performance notes and allow one-click insertion with deep links. Ensure CTAs comply with carrier policies and include opt-out language when required.

Acceptance Criteria
Side‑by‑Side Channel Previews with Constraints
"As a marketing manager, I want to preview how the copy looks across SMS, email, and push before publishing so that it fits channel limits and reads well everywhere."
Description

Display synchronized previews for SMS, email, and push (including dark mode) with live variable substitution using safe sample data. Show SMS character counts and segmenting, email subject/preview text, push title/body limits, and link tracking indicators. Provide device and client presets to visualize truncation and line wrapping. Support locale toggling to verify multilingual layout and right-to-left rendering. Previews integrate with readability checks and pre-publish validation to prevent broken templates.

Acceptance Criteria
Approval Workflow & Versioning
"As a small business owner, I want a clear review and approval process with version history so that only compliant, on-brand copy goes live and we can revert quickly if needed."
Description

Implement a lightweight workflow with Draft, In Review, Approved, and Published states, including role-based permissions, required checks (voice compliance, variable validation), and audit logs of changes, comments, and rule violations. Maintain version history with diffing and one-click rollback. Publishing propagates approved variants to ZipTrail’s Notification Template Library used by automations, with environment targeting (staging/production) and scheduled release options.

Acceptance Criteria

Dynamic Blocks

Drops in live, privacy‑safe tokens—ETA window, driver initials, building tips—with automatic fallbacks if data is missing. Previews across languages and time formats ensure messages read cleanly for every recipient. This removes manual edits while keeping sensitive details masked.

Requirements

Token Rendering Engine
"As a store owner, I want message templates to auto-fill live delivery details so that customers get accurate, up-to-date info without my team manually editing messages."
Description

Implement a standardized token system that renders dynamic, privacy‑safe placeholders (e.g., ETA window, driver initials, building tips) into outbound messages across SMS, email, and push channels. Define a token schema and syntax (e.g., {{eta_window}}) with strict type validation, channel-aware formatting, and deterministic outputs given a render context (order, route, locale, tenant policy). Integrate with existing ZipTrail data sources for GPS/ETA and order metadata, support derived values (e.g., time window rounding), and ensure render performance meets SLA targets (<100ms p95 per token set). Provide error handling for unresolved tokens, safe defaults, and sandbox rendering for previews without touching production sends.

Acceptance Criteria
Fallback Rules Engine
"As a customer support lead, I want automatic fallbacks when data is missing so that messages stay helpful and avoid confusion or manual rework."
Description

Create a configurable rules engine that supplies meaningful default values when token data is missing, stale, or outside policy. Support per-tenant fallback hierarchies (specific -> generic -> omit), staleness thresholds (e.g., ETA older than N minutes), and display-safe phrasing (e.g., "Your order is on the way" when precise ETA is unavailable). Allow token-level fallback definitions, preview of fallback outcomes, and versioned rule sets with rollback. Ensure fallbacks are applied consistently across channels and are logged for diagnostics.

Acceptance Criteria
Locale‑aware Preview and Formatting
"As a marketing manager, I want to preview messages in multiple languages and time formats so that every customer receives a clear, correctly formatted notification."
Description

Provide a preview system that renders templates across languages, locales, and time formats prior to send. Support ICU MessageFormat for pluralization and variable substitution, right‑to‑left scripts, timezone normalization, and locale-specific time representations (12/24h, regional date formats). Enable switching sample recipients to validate how tokens (e.g., ETA windows) appear per locale and device. Ensure previews respect tenant privacy policies (masked outputs) and simulate channel constraints (SMS length, push title/body limits) to avoid truncation.

Acceptance Criteria
Privacy and PII Masking Controls
"As an operations admin, I want sensitive details automatically masked according to policy so that we protect drivers and customers while still delivering useful information."
Description

Enforce privacy by default for all dynamic blocks with configurable, token-level masking policies (e.g., initials only for drivers, redact unit numbers from building tips). Implement automatic PII detection and redaction for free-text fields, ensure encryption in transit and at rest for render contexts, and prevent sensitive values from being persisted in logs or analytics. Provide tenant-level policy settings, auditability of applied masks, and compliance safeguards (e.g., GDPR data minimization, data retention controls). Validate outputs via a privacy linter during preview and render.

Acceptance Criteria
Template Editor with Dynamic Block Library
"As a store manager, I want an easy editor to add and configure dynamic blocks so that I can update notifications without developer help."
Description

Deliver a web-based editor that lets users insert and configure dynamic blocks from a curated library (ETA window, driver initials, building tips) with drag‑and‑drop placement, inline token configuration, and per-token fallback settings. Include real-time validation, syntax highlighting, and preview panes for locale/channel variations. Support versioning, draft/publish workflows, permissioned access, and change history with rollback. Provide test sends to sample recipients and import/export of templates via JSON for CI/CD integration.

Acceptance Criteria
Render Audit Logs and Analytics
"As a product owner, I want visibility into how tokens resolve and when fallbacks trigger so that I can improve template quality and reduce support tickets."
Description

Capture structured logs for every render event, including token resolution outcomes, fallbacks used, locale/channel, and render latency. Provide dashboards and exportable reports showing fallback rates, unresolved tokens, and privacy masks applied, with alerting thresholds to flag template issues. Ensure logs exclude raw PII, support tenant scoping and retention policies, and expose a query API for support and troubleshooting.

Acceptance Criteria

Segment Wins

Picks different winners for different audiences (first‑time vs. repeat, apartment vs. house, language, VIP/SLA critical). Routing happens automatically, so each recipient gets the version proven to drive fewer calls and faster confirmations for their context.

Requirements

Real-time Segmentation Engine
"As an operations manager, I want recipients automatically segmented by behavior and context so that notifications can be tailored to reduce calls and speed confirmations."
Description

Implements a low-latency decisioning service that classifies each recipient into a defined audience segment (e.g., first-time vs. repeat customer, apartment vs. house, language preference, VIP/SLA-critical) at the moment a notification trigger fires. Ingests order metadata, address type signals, historical interaction data, language settings, and SLA flags from ZipTrail’s existing data sources and event bus. Attaches the computed segment label to the notification event context and persists it for analytics. Provides a deterministic rules layer with optional model hooks, supports caching, and guarantees p95 <50 ms added latency. Includes default and fallback segment behavior when inputs are incomplete, plus audit logs of inputs and final segment decision. Integrates with the notifications pipeline, experimentation layer, and dashboards.

Acceptance Criteria
Variant Catalog and Experimentation Framework
"As a product marketer, I want to manage and test multiple notification variants per segment so that we can discover which version performs best for each audience."
Description

Provides a centralized catalog to create, version, and manage multiple notification variants per touchpoint (e.g., Out for Delivery, ETA Update, Arrival). Supports differences in copy, CTA layout, timing, and channel mix (SMS, push, email). Enables per-segment testing strategies including A/B and multi-armed bandit with configurable exposure, minimum sample sizes, cooldowns, and guardrails. Uses deterministic assignment via hashing to ensure consistency across events. Integrates with template localization, segmentation context, and ZipTrail’s messaging services. Includes approvals, change history, previews, and rollback of templates, ensuring safe iteration without service disruption.

Acceptance Criteria
Auto-Routing to Segment Winners
"As a dispatcher, I want the system to automatically send the winning notification for each segment in real time so that customers receive the most effective message without manual routing."
Description

At send time, selects and dispatches the current best-performing variant for the recipient’s segment, based on live performance data and configured guardrails. Supports per-segment winner thresholds, traffic ramping, and automatic fallback to a default or safe variant when data is sparse or performance degrades. Enforces SLA-critical policies (e.g., pin conservative variant for VIP/SLA segments) and logs decision rationale for observability. Meets a total decision latency budget of <100 ms, is idempotent, and resilient to partial outages via cached winner snapshots. Integrates tightly with the notifications pipeline and experimentation framework.

Acceptance Criteria
Per-Segment Metrics and Success Criteria
"As a data analyst, I want per-segment metrics and success criteria so that we can measure impact and make data-driven decisions on winners."
Description

Defines and computes the core success metrics that determine winners per segment, such as post-notification call rate reduction, confirmation time to tap/click, read rate, and cancellation reduction. Implements attribution windows and event joins across notifications, support calls, and confirmation actions. Feeds an analytics store and dashboards with per-segment, per-variant time series and statistical outcomes. Supports alerts when performance regresses or when a winner’s confidence falls below thresholds. Ensures privacy by aggregating metrics, minimizing PII, and honoring data retention policies.

Acceptance Criteria
Admin Controls and Overrides
"As an admin, I want controls to configure segments, set thresholds, and override winners so that I can enforce business rules and respond quickly to issues."
Description

Adds dashboard controls to define segment rules, set winner thresholds, configure experimentation modes, and specify SLA/VIP guardrails. Provides manual override to force or pause a winner for a segment, with scheduled windows and instant rollback. Includes preview-by-segment, test-send, role-based access control, and full audit trails of changes. Surfaces real-time status of active winners, exposure allocations, and recent performance so operators can act quickly. Optimized for desktop and mobile admin flows within ZipTrail’s existing UI.

Acceptance Criteria
Compliance, Localization, and Fallbacks
"As a compliance officer, I want language, consent, and fallback rules enforced per segment so that messaging remains compliant and understandable across audiences."
Description

Enforces channel-specific consent, opt-out handling, quiet hours, and rate limits per segment and region. Routes recipients to localized templates based on stored preferences and locale detection, with graceful fallback to a default language. Ensures accessibility standards for message content and preserves critical SLA notifications in compliant form. Handles unknown or conflicting attributes (e.g., ambiguous address type) by applying safe defaults. Documents data flows, limits PII in decisioning, and aligns with applicable regulations.

Acceptance Criteria

Compliance Shield

Bakes in STOP/START handling, quiet hours, and region‑specific rules so tests stay compliant everywhere you operate. Consent tracking and audit logs protect your brand while ensuring recipients only get helpful, expected updates.

Requirements

Regional Rule Engine with Policy Packs
"As a compliance admin, I want to define and apply region-specific messaging policies so that all notifications comply with local regulations without manual intervention."
Description

Introduce a policy-driven rules engine that automatically applies region-specific messaging regulations at send time. Policies define permitted channels (SMS, email, push), mandatory consent states, required disclosures, quiet-hour windows, keyword handling, frequency caps, and content restrictions per country/state/province. Recipient region is resolved via phone country code, delivery address geocoding, or account locale, with fallbacks. Policies are versioned, testable, and roll-backable, and are evaluated synchronously in the notification pipeline to allow, suppress, reschedule, or reroute messages. Multi-tenant scoping ensures merchants can adopt default ZipTrail policy packs or override with stricter settings. Integrates with routing/ETA events to gate transactional vs. marketing messages appropriately.

Acceptance Criteria
Quiet Hours with Accurate Timezone Resolution
"As a shop owner, I want customer messages paused during local quiet hours and automatically rescheduled so that we respect customers and remain compliant without missing critical delivery updates."
Description

Implement configurable quiet-hour windows that suppress or defer outbound notifications based on the recipient’s local time. Resolve timezone using ranked signals: delivery address geocode, user profile, order metadata, and phone country/area code. Support DST changes, holiday exceptions, and merchant-level overrides. Provide options to reschedule deferred messages to the next permissible window and to allow critical operational alerts (e.g., "driver arriving now") with compliance-safe templates. Expose APIs and UI for merchants to configure defaults per region and per notification type. Fully integrated into the notification scheduler and route-aware ETA triggers.

Acceptance Criteria
STOP/START Keyword and Opt-out Handling
"As a recipient, I want to easily stop or restart notifications by replying with standard keywords so that I control what messages I receive from a merchant."
Description

Support industry-standard opt-out/opt-in keywords (e.g., STOP, START, UNSTOP, HELP) with multilingual variants and fuzzy matching. On receipt of an opt-out, immediately suppress future sends on that channel, send compliant confirmation, and propagate the consent state across channels per policy (e.g., apply to SMS only or all). Maintain channel- and brand-scoped preferences, throttle automated replies, and handle carrier-required help responses. Provide webhooks and APIs for external systems to update or query consent states. Integrate with the rules engine to enforce opt-outs at send time and to record state transitions in the consent ledger.

Acceptance Criteria
Consent Ledger and Immutable Audit Trails
"As a compliance officer, I want a verifiable audit trail of all consent changes so that I can demonstrate regulatory compliance and investigate issues quickly."
Description

Create an append-only consent ledger that records every consent event (opt-in, opt-out, double opt-in, scope changes) with timestamps, channel, brand, source, IP/agent, and evidence (e.g., message IDs, UI action). Implement WORM-style immutability via cryptographic hash chaining and periodic anchoring to provide tamper-evidence. Encrypt PII at rest, enforce retention policies per region, and provide exportable, filterable audit reports for regulators and enterprise customers. Surface consent state snapshots for runtime enforcement and detailed drill-downs for support. Integrates with identity, notification services, and the rule engine.

Acceptance Criteria
Compliance Rule Simulator and Sandbox
"As a product manager, I want to simulate policy outcomes before deploying changes so that I can catch compliance issues and estimate customer impact in advance."
Description

Provide a self-serve simulator (UI and API) to test whether a proposed message would be sent, suppressed, or rescheduled for a given recipient profile, region, and time. Show the full decision trace: matched policy pack, quiet-hour evaluation, consent checks, keyword state, and resulting action. Support batch simulations for new policy versions to estimate impact before rollout. Include safe test numbers/addresses and synthetic routes to validate route-aware exceptions. Results can be exported and attached to change approvals.

Acceptance Criteria
Real-time Violation Alerts and Compliance Reporting
"As an operations lead, I want alerts and reports on compliance violations so that I can take action quickly and reduce risk across our merchants."
Description

Emit real-time alerts when attempted sends would violate a policy, including rule identifiers, affected tenant, channel, and recommended remediation. Provide dashboards with suppression rates, opt-out trends, quiet-hour deferrals, and regional compliance scores over time. Offer weekly emailed reports and webhooks for downstream monitoring tools. Include drill-downs to message templates, routes, and merchants contributing most to violations to guide corrective actions.

Acceptance Criteria
Policy Management UI with Versioning and Just-in-time Overrides
"As an administrator, I want a controlled UI to manage compliant policies and emergency overrides so that changes are safe, auditable, and reversible."
Description

Deliver an admin UI for creating, editing, reviewing, and publishing policy packs with semantic versioning, draft/approval workflow, and change logs. Support environment scoping (sandbox, staging, production), effective dates, and staged rollouts by tenant or region. Allow time-bound emergency overrides with required justification and automatic expiry, fully audited. Provide RBAC to restrict who can view, edit, approve, or override policies. Integrates with the rules engine runtime and simulator for safe deployments.

Acceptance Criteria

Timeband Replay

Scrub through past days by hour to watch lateness bloom and fade on the map. See which blocks slip at lunch vs. dinner, compare weekdays to weekends, and export the exact windows that need attention. Turns hunches into targetable patterns in minutes.

Requirements

Timeband Scrubber & Playback
"As a dispatcher, I want to scrub through past hours on a map so that I can quickly see when and where lateness peaks."
Description

Interactive timeline control that lets users scrub through historical delivery performance by hour (with 5-minute bucket granularity), play/pause, step forward/back, and adjust playback speed (0.5x–4x). The scrubber stays synchronized with the map viewport and updates the lateness layer and stats panel in real time. Supports keyboard accessibility, touch/drag on mobile, and timezone alignment per tenant. Implements debounced layer updates and frame-throttled rendering for smooth animation without overloading the client or API. Exposes an API to fetch bucketed data for a given date/daypart/hour range and persists UI state across sessions.

Acceptance Criteria
Historical Lateness Aggregation & Indexing
"As an operations analyst, I want precomputed hour-by-hour lateness metrics so that playback is fast and analytically reliable."
Description

Server-side pipeline that computes and stores lateness metrics in fixed time buckets for efficient playback. Defines lateness as the route-aware delta between promised ETA and actual door time (fallback to predicted vs scheduled when actual is missing), with configurable thresholds and handling for outliers and canceled drops. Aggregates counts, mean/median, P90/P95, and standard deviation by tenant, date, day-of-week, hour, and spatial unit (block/zone). Provides backfill over a configurable retention window (e.g., 90 days), incremental daily updates, and query indexes optimized for timeband and comparison queries. Ensures PII safety (no customer addresses), adheres to data retention, and emits data quality metrics (coverage, sample size).

Acceptance Criteria
Block Segmentation & Zone Mapping
"As a store manager, I want delivery performance summarized by familiar blocks and zones so that I can target staffing or rerouting precisely."
Description

Standardizes spatial units used in Timeband Replay by mapping deliveries to consistent blocks and zones. Implements block-level segmentation using H3 (configurable resolution) or street-block geometry, with GPS trace snapping and tolerance for drift. Maintains a mapping table from delivery stops and routes to block_id/zone_id, supports merchant-defined zones, and exposes both views in queries and the UI. Handles multi-city coordinate systems, ensures idempotent mapping for replays, and caches results for low-latency lookups.

Acceptance Criteria
Lateness Heatmap Visualization
"As a dispatcher, I want a clear heatmap that blooms and fades with lateness over time so that hotspots are immediately obvious."
Description

WebGL-powered map layer that visualizes lateness magnitude and volume over time as an animated heatmap. Supports absolute minutes late, percentile-based normalization, and z-score modes with a clearly labeled legend. Provides tooltips with key stats (n, median, P90, trend vs baseline) and sample-size gating to avoid misleading visuals. Implements smooth transitions between time buckets, colorblind-safe palettes, and clustering for sparse areas. Integrates with the existing ZipTrail map stack and adapts to mobile and low-powered devices with a simplified render mode.

Acceptance Criteria
Daypart & Day-of-Week Comparison
"As an owner, I want to compare lunch versus dinner and weekdays versus weekends so that I can see which periods slip and plan staffing accordingly."
Description

Filtering and comparison controls that let users analyze lunch vs dinner, weekdays vs weekends, and custom dayparts. Includes predefined dayparts (e.g., 11:00–14:00, 17:00–21:00) with tenant-level configurability. Offers split-view side-by-side playback with synchronized scrubbers and a difference mode that highlights changes between two selected periods. Persists selections, supports sharing via encoded state, and uses optimized comparative aggregate queries for responsive interaction.

Acceptance Criteria
Export Target Windows & Shareable Views
"As an ops lead, I want to export the exact windows and areas that need attention and share a link to that view so that my team can act on specific, validated issues."
Description

Export capability to capture selected time windows and geographic areas with their lateness metrics as CSV/JSON, plus optional PNG snapshot of the map. Generates shareable, expiring links that rehydrate the exact state (date range, timeband position, filters, map extent, comparison mode) for collaboration. Enforces role-based access, audit logging, rate limits, and PII-safe exports (aggregate at block/zone only). Provides an API endpoint for scheduled exports to sync with external BI tools.

Acceptance Criteria

Root Cause Layers

Toggle overlays that attribute late drops to the biggest drivers—kitchen prep lag, traffic slowdowns, parking/entry friction, recipient unreachable, or route overload. Each hotspot shows top causes, supporting evidence, and impact share so you know what to fix first.

Requirements

Cause Attribution Engine
"As an ops manager, I want late drops to be automatically attributed to clear root causes with evidence so that I can prioritize the most impactful fixes."
Description

Real-time service that attributes each late drop to one or more standardized root causes (kitchen prep lag, traffic slowdown, parking/entry friction, recipient unreachable, route overload) with explainable scores and an impact share. Consumes normalized event timelines per order/stop and compares observed durations to learned baselines and SLA thresholds. Outputs primary cause, secondary contributors, confidence, and percent impact to overall lateness, with deterministic fallbacks when signals are sparse. Exposes gRPC/REST endpoints and stream topics for the UI overlays and reporting, supports backfill for historical ranges, and runs within 60 seconds of drop completion.

Acceptance Criteria
Multi-Source Data Ingestion & Normalization
"As a technical admin, I want all relevant delivery signals consolidated into a consistent timeline so that root cause analysis is accurate and reliable."
Description

Connectors and pipelines that ingest and normalize heterogeneous signals into a unified delivery timeline: POS/kitchen prep timestamps, driver GPS and status events, traffic speed tiles/ETA deltas, call/text attempt logs, building entry/parking dwell events, and route capacity metrics. Handles OAuth/API keys for third parties, retries and deduplication, clock skew correction, timezone handling, and PII redaction. Produces a canonical schema with ordered events and derived durations at second-level resolution for each stop, available via stream and warehouse tables.

Acceptance Criteria
Toggleable Cause Overlays UI
"As a dispatcher, I want to toggle cause overlays on the map so that I can quickly see where specific issues are driving lateness."
Description

Interactive web and mobile map overlays that allow users to toggle visibility of each root cause layer and view its spatial distribution over a selected time window. Includes a legend with counts and impact share, persistent user preferences, keyboard and screen reader support, and responsive performance for up to 10k points with sub-second toggle latency. Integrates with existing ZipTrail dashboards and honors team/location filters.

Acceptance Criteria
Hotspot Clustering & Map Visualization
"As a regional lead, I want hotspots that surface where and when lateness concentrates and its top drivers so that I can direct field actions efficiently."
Description

Server- and client-side clustering that aggregates late drops into geospatial hotspots by zoom level and time bucket. Displays heatmaps and cluster markers with tooltips showing total late drops, average minutes late, and top three causes with shares. Supports time scrubber, weekday/time-of-day presets, and fast filtering by courier, store, service tier, and weather. Scales to metropolitan areas without degrading map interaction.

Acceptance Criteria
Evidence & Impact Panel
"As an operations analyst, I want to see the evidence and impact breakdown behind a hotspot so that stakeholders trust the recommendations and can act."
Description

Detail side panel that opens from a hotspot or cluster and presents supporting evidence: representative orders, prep-time variance vs baseline, traffic speed anomalies, parking dwell distributions, recipient contact outcomes, and driver notes. Ranks causes by calculated impact share and suggests the top fix. Provides export to CSV/PDF and copyable links that preserve filters and map state.

Acceptance Criteria
Feedback Loop & Model Tuning
"As a store manager, I want to correct attribution and contribute context so that the system learns and future insights become more accurate."
Description

Workflow for users to correct misattributed causes at the drop or hotspot level, add notes, and submit evidence. Captures labeled feedback into a governance queue, applies versioned rules/model updates, and tracks attribution accuracy over time. Includes role-based permissions, audit logs, and rollback. Incorporates active learning to adjust baselines by store, daypart, and weather without degrading current SLAs.

Acceptance Criteria

Microzone Clusters

Auto‑groups adjacent blocks into stable microzones with a rolling SLA risk score. Reduces noise from one‑off blips and highlights persistent trouble pockets you can own, coach, and measure over time.

Requirements

Microzone Clustering Engine
"As an operations manager, I want adjacent blocks automatically grouped into stable microzones so that I can view performance at a meaningful, persistent area level instead of noisy single-block fluctuations."
Description

Implements an algorithm to auto-group adjacent street blocks into contiguous, stable microzones that persist over time. The engine ingests geocoded delivery events, driver GPS traces, and base map data (blocks/segments or geohash cells) to form clusters within configurable constraints (min/max blocks per zone, maximum radius, contiguity). It applies hysteresis and change thresholds to avoid thrashing from one-off blips, ensuring boundaries change only when underlying patterns consistently shift. Outputs include unique microzone IDs, polygon boundaries, and mappings of historical and real-time deliveries to zones. Results are stored for reuse by dashboards, APIs, and analytics, with nightly recomputation and optional incremental updates after peak windows.

Acceptance Criteria
Rolling SLA Risk Scoring
"As a dispatcher, I want a clear rolling SLA risk score per microzone so that I can quickly identify persistent trouble areas that need attention beyond one-off delays."
Description

Calculates a rolling SLA risk score for each microzone that reflects the likelihood of late or missed deliveries. The score aggregates multiple signals over configurable windows (e.g., 7/28 days) with decay weighting: late-drop rate vs SLA, ETA volatility, driver dwell time, stop density, cancellations/returns, time-of-day and day-of-week effects, weather/traffic overlays when available. Supports per-merchant SLA profiles and normalization across service areas to enable fair comparisons. Outputs a 0–100 score plus categorical bands (low/medium/high) and contributing factors for explainability. Scores update on a scheduled cadence and in near real-time when sufficient new data arrives, feeding dashboards, alerts, and coaching workflows.

Acceptance Criteria
Zone Versioning and Change Audit
"As a performance analyst, I want versioned microzone definitions with change logs so that I can compare metrics over time without losing context when boundaries evolve."
Description

Introduces version control for microzone boundaries and attributes to ensure stability and traceability. Each recomputation produces a new version with effective dates, while preserving stable microzone IDs when changes are within tolerance. When thresholds are exceeded, the system creates new IDs and a mapping from old to new zones for historical continuity. Provides a detailed change log (added/removed blocks, area delta, population of stops affected) and supports diffs by date range. Exposes query-by-date semantics in the API and UI so historical analytics align with the correct zone definitions, enabling longitudinal measurement of interventions.

Acceptance Criteria
Microzone Map and Heat Visualization
"As a store owner, I want to see a map of my delivery area with microzones highlighted by risk so that I can immediately understand where customers are most affected and prioritize actions."
Description

Delivers interactive web and mobile map layers that render microzone polygons with color-coded risk heat, tooltips with key metrics (risk score, late rate, volume), and labels for zone IDs. Includes filters for merchant, time window, service level, and time-of-day segments, with drill-down to recent deliveries and driver traces within a zone. Supports pan/zoom performance at city scale, clustering of markers, and server-side tile generation for responsiveness. Provides export of views (PNG/CSV) and deep links to specific zones for collaboration and coaching sessions.

Acceptance Criteria
Risk Threshold Alerts and Subscriptions
"As an operations supervisor, I want proactive alerts on sustained high-risk microzones so that I can intervene before SLAs are repeatedly missed."
Description

Enables configurable alerting when a microzone’s risk exceeds thresholds for sustained periods (e.g., high risk for 3 consecutive days or during specific dayparts). Users can subscribe by merchant, geography, or owned zones and choose channels (in-app, email, SMS) with quiet hours and de-duplication to prevent alert fatigue. Alerts include context (trend, top contributing factors, recent incidents) and one-click deep links to the zone detail. Maintains an alert audit trail with acknowledgment state to support operational runbooks and postmortems.

Acceptance Criteria
Ownership and Coaching Workflow
"As a team lead, I want to assign microzones to my staff with trackable actions and outcomes so that we can own problem areas and verify that our interventions improve on-time performance."
Description

Adds the ability to assign microzones to owners, track interventions (e.g., driver coaching, route tweaks, staging changes), and measure impact over time. Provides a lightweight task and notes system, status pipelines (New, Investigating, Actioned, Monitored), and automatic before/after comparisons of risk and SLA performance. Integrates with the map and alerts to create or update action items directly from a zone. Generates weekly summaries of owned zones, open actions, and outcome metrics to reinforce accountability and continuous improvement.

Acceptance Criteria

ShiftFit Planner

Simulate staffing by zone and hour: +1 driver, swap car‑to‑bike, add a runner, or widen windows. See projected SLA lift and cost per saved late before you publish the schedule. Build smarter shifts that hit promises without overspending.

Requirements

Zone-Hour Demand Forecasting
"As an operations manager, I want accurate zone-by-hour demand forecasts so that I can staff precisely where and when demand occurs to hit SLAs without overspending."
Description

Compute hourly order demand per delivery zone by ingesting historical orders from ZipTrail, real-time signals (day-of-week, seasonality, holidays, events, and weather), and travel-time distributions from GPS traces. Produce a forecast matrix (zone x hour) with confidence intervals that the simulator and scheduler consume. Provide cold-start handling via similarity clustering and configurable priors, plus manual overrides at zone/hour level. Refresh forecasts daily and allow on-demand updates when major conditions change. Expose a read API and internal cache for low-latency access by the ShiftFit Planner UI and optimization engine.

Acceptance Criteria
Interactive What‑If Staffing Simulator
"As a dispatcher, I want to simulate different staffing and vehicle mixes by zone and hour so that I can see operational impact before committing to a schedule."
Description

Deliver a responsive UI and backend engine to model staffing changes at zone-hour granularity, including +1/-1 driver, vehicle swaps (car ↔ bike), assigning a runner for store handoffs, and widening or narrowing delivery windows. Allow editing shift start/end times, breaks, and role composition. Leverage the route-aware ETA model and current travel-time distributions to simulate assignment load, route saturation, and slack. Support side-by-side scenario comparison, cloning, and quick toggles. Ensure results compute within seconds with cached inputs and parallelized calculations.

Acceptance Criteria
SLA Lift & Cost per Saved Late Calculator
"As a business owner, I want to see the expected SLA improvement and cost per saved late for each scenario so that I can choose the best-performing plan for my budget."
Description

For any scenario, calculate projected change in on-time delivery rate versus baseline, number of late orders avoided, incremental labor and vehicle costs, and cost per saved late. Incorporate pay rates by role, on-cost multipliers (tax, benefits), vehicle operating costs, and batching effects. Present confidence bands derived from forecast and travel-time uncertainty. Surface marginal ROI and highlight the most efficient zone-hour adjustments. Provide CSV export and API access for finance review.

Acceptance Criteria
Shift Constraints & Compliance Engine
"As a scheduling coordinator, I want the planner to enforce labor and operational rules so that published shifts are compliant and practical to execute."
Description

Implement a constraint layer that validates scenarios against labor rules and operational policies: min/max shift lengths, required breaks, daily/weekly hour caps, role/vehicle eligibility per zone, skill tags, coverage targets, and individual availability. Support hard and soft constraints with penalty scoring and clear explanations of violations. Ensure the simulator and recommendations respect constraints and provide actionable fixes (e.g., stagger start times, reassign zones). Log decisions and constraint evaluations for auditing.

Acceptance Criteria
Schedule Versioning & Publish Workflow
"As a regional manager, I want to compare scenarios and publish the best one with an approval trail so that the field executes a clear, auditable plan."
Description

Enable creation, naming, and storage of multiple schedule scenarios with diff views on key metrics. Provide approval gates, role-based permissions, and an audit trail of changes. Allow publishing of a selected scenario to Dispatch with effective dates and zone mappings, send notifications to stakeholders, and support rollback to prior versions. Include tags and notes for context and link each published schedule to its source scenario for traceability.

Acceptance Criteria
Live Feedback & Model Calibration Loop
"As a data-driven operator, I want the system to learn from actual outcomes so that future staffing recommendations become more accurate over time."
Description

After publishing, capture realized demand, route progress, SLA outcomes, late saves, and actual labor cost. Compare against forecasts and scenario predictions to compute plan adherence and variance. Feed deltas back into the forecasting and simulation models for continuous calibration, with drift detection alerts when accuracy degrades. Provide dashboards and an API exposing realized vs predicted metrics by zone and hour.

Acceptance Criteria

Event Overlay

Layer in weather, road works, school schedules, and local events to see how each correlates with late spikes. Get early heads‑up when new events intersect with known hotspots and receive simple prep and routing recommendations.

Requirements

Event Data Connectors & Normalization
"As an operations manager, I want ZipTrail to automatically pull and standardize external event data so that I can view reliable, comparable overlays without manual data wrangling."
Description

Build and maintain connectors to ingest weather, road works, school calendars, and local event feeds (APIs, ICS, CSV, and webhooks), normalize them into a unified geo-temporal schema (geometry, time window, category, severity), and persist them with deduplication, geocoding, and enrichment. Provide source configuration (API keys, polling cadence, toggles), rate-limit handling, retries, and caching to ensure reliable, near real-time updates. Map events to ZipTrail service areas and driver territories to support downstream correlation. Ensure data quality metrics and observability (ingest lag, error rates) and adhere to privacy and licensing constraints.

Acceptance Criteria
Event-Route Correlation & Impact Scoring
"As a dispatcher, I want the system to quantify how nearby events affect my current routes so that I can anticipate delays and adjust ETAs proactively."
Description

Implement a geo-temporal correlation service that matches incoming events to active routes and historical deliveries using road network topology, proximity buffers, and time overlap. Compute an impact score and predicted ETA deltas per route/stop, factoring severity, duration, route slack, and historical lateness patterns. Support historical backfill (e.g., 90 days) for analysis and model training. Expose correlations via API for dashboards and notifications, with configurable thresholds and confidence levels. Persist correlation records for auditability and downstream analytics.

Acceptance Criteria
Map Overlay Visualization & Filters
"As a store owner, I want to see event layers on my delivery map with simple filters so that I can quickly understand what’s impacting today’s drops."
Description

Add interactive map layers in web and mobile dashboards to display weather, road works, school schedules, and local events alongside live routes and driver locations. Provide layer toggles, severity color-coding, clustering, and time slider playback to inspect past, current, and forecast windows. Include tooltips with source details and impact scores, filters by route/driver/time/radius, and quick actions to jump to affected stops. Optimize rendering for low-latency interactions and ensure accessibility and responsive behavior across devices.

Acceptance Criteria
Hotspot Intersection Alerts
"As a dispatcher, I want to be alerted when a new event overlaps known delay hotspots so that I can act before delays cascade."
Description

Detect intersections between newly ingested events and predefined delay hotspots (geofences derived from analytics or configured manually). Generate early heads-up alerts when intersections are predicted within a configurable horizon (e.g., next 2–6 hours), deduplicate repeated alerts, and respect quiet hours. Include impacted routes, drivers, and stops in the alert payload and link to the map view. Log alert lifecycle events for traceability and performance tuning.

Acceptance Criteria
Actionable Prep & Routing Recommendations
"As an operations manager, I want clear, actionable recommendations when events threaten my routes so that I can minimize delays with minimal effort."
Description

Translate impact assessments into clear, low-friction recommendations such as advancing prep times, adjusting batch sizes, resequencing stops, or applying detours via the routing engine. Present expected time savings, confidence, and rationale in plain language with the option to simulate changes before applying. Enable one-click apply to update the current plan and propagate adjusted ETAs to customers. Maintain an audit trail of recommendations, decisions, and outcomes for learning and accountability.

Acceptance Criteria
Alert Configuration & Delivery
"As a store owner, I want to control how and when event alerts are sent to my team and customers so that notifications are useful and not disruptive."
Description

Provide configuration for recipients, channels (in-app, push, SMS, email), thresholds (impact score, affected orders), frequency (immediate vs. digest), branding templates, and per-location schedules with quiet hours. Enforce user notification preferences, handle channel failover on delivery errors, and record delivery/read receipts. Integrate with existing ZipTrail notification services and customer messaging to keep communication consistent and on-brand.

Acceptance Criteria
Event Impact Analytics & Reports
"As a business owner, I want reports that show how events correlate with delays and how our actions changed outcomes so that I can prove ROI and refine operations."
Description

Deliver analytics that correlate events with late spikes over time, including breakdowns by event category, location, route, weekday, and school calendar periods. Compare performance before/after recommendations, estimate avoided delay minutes, and surface top recurring hotspots and event types. Provide downloadable CSVs and an API endpoint for BI tools, with privacy-safe aggregation and data retention controls aligned with ZipTrail policies.

Acceptance Criteria

Live Hot Alerts

Get instant alerts when a hotspot is forming right now—“3 blocks trending late in Midtown 12–1 PM.” One tap opens the map with recommended actions (swap, resequence, message) so you can intervene before SLAs are breached.

Requirements

Real-time Hotspot Detection Engine
"As a dispatcher, I want the system to detect emerging late-delivery hotspots in real time so that I can intervene before SLAs are breached."
Description

Continuously ingest driver GPS pings, order lifecycle events, and ETA deltas to compute geo-temporal hotspots where lateness is accelerating. Implement streaming analytics with sliding time windows (e.g., 15–30 minutes) over a configurable spatial grid to detect “forming” conditions based on deviation from dynamic baselines by neighborhood, weekday, and hour. Emit hotspot entities containing severity score, confidence, affected orders/drivers, and time band (e.g., 12–1 PM). Calibrate sensitivity with minimum sample sizes and noise filtering to avoid false positives. Ensure sub-10s detection latency, horizontal scalability to thousands of concurrent routes, and graceful degradation when data is sparse or delayed. Integrate with existing ETA engine and telemetry pipeline using idempotent eventing so downstream systems can react reliably.

Acceptance Criteria
Alert Generation, Routing, and Throttling
"As an operations lead, I want actionable alerts routed to the right people and devices instantly so that the team can respond without noise or delay."
Description

Transform hotspot detections into actionable alerts with severity levels and human-readable summaries (e.g., “3 blocks trending late in Midtown 12–1 PM”). Route alerts to the right recipients based on role, store/region ownership, and on-shift status across web and mobile clients. Support push notifications, in-app banners, and email fallbacks with per-user preferences, quiet hours, and frequency caps to prevent alert fatigue. Deduplicate overlapping alerts, coalesce updates, and allow acknowledge/snooze/resolve actions with real-time state sync. Guarantee at-least-once delivery with idempotent identifiers and retry/backoff; capture delivery outcomes for analytics. Localize content and align with brand settings for each tenant.

Acceptance Criteria
One-Tap Map Deep Link with Hotspot Context
"As a dispatcher, I want one tap from an alert to open a map focused on the hotspot with impacted orders and drivers so that I can assess and act in seconds."
Description

Enable a single tap from an alert to open the ZipTrail map centered on the hotspot with an overlaid heat polygon, severity, and time band. Preload context including impacted routes, drivers, and orders, with sortable lists and filters (ETA risk, SLA window, distance). Provide quick-access controls for recommended actions (swap, resequence, message) and show immediate impact estimates after selection. Optimize for fast render under spotty networks with cached tiles and progressive data loading; provide accessible interactions and keyboard shortcuts on web. Ensure deep links are shareable, respect tenant/role permissions, and expire securely.

Acceptance Criteria
Action Recommendations Engine (Swap, Resequence, Message)
"As a dispatcher, I want recommended actions like swap, resequence, or message with estimated impact so that I can choose the best intervention quickly."
Description

Generate ranked, context-aware intervention suggestions for each hotspot, including driver-package swaps, stop resequencing, and templated customer/driver messages. Use constraints such as driver proximity, vehicle capacity, delivery windows, prep readiness, and traffic forecasts to estimate the SLA impact and feasibility for each action. Provide transparent rationale and expected delta in on-time probability and ETA. Support one-tap apply with confirmation, rollback on failure, and full audit logging. Integrate with route optimization APIs, driver apps, and messaging services to execute changes atomically and notify affected parties.

Acceptance Criteria
SLA Policy and Hotspot Threshold Configuration
"As an admin, I want to configure SLA policies and hotspot thresholds by store, region, and time windows so that alerts reflect our business rules."
Description

Offer an admin interface to define SLA policies and hotspot detection thresholds by tenant, store/region, service level, and time-of-day. Configure baseline definitions, time-window lengths, minimum sample sizes, sensitivity curves, and quiet hours. Allow versioned configurations with staged rollout, per-environment overrides, and permissioned access. Provide safe defaults and validation to prevent nonsensical settings. Changes should propagate in real time to the detection and alerting services with audit history for compliance.

Acceptance Criteria
Alert Outcome Analytics and Audit Trail
"As a product and operations manager, I want analytics and an audit trail of alerts and actions so that I can measure effectiveness and improve processes."
Description

Track end-to-end outcomes from hotspot detection through alert delivery to action and resolution, attributing improvements in on-time performance to interventions. Provide dashboards and exports showing counts, response times, action types, avoided SLA breaches, and false-positive rates by region, store, and time. Maintain an immutable event timeline for each hotspot and related orders/drivers, including who acknowledged, what actions were taken, and resulting ETA changes. Support cohort analysis and A/B toggles to tune thresholds. Enforce data retention policies and protect PII in accordance with tenant agreements.

Acceptance Criteria

Smart Org Match

After scanning a ZipTrail onboarding QR, the app verifies the signed token and auto-selects the correct organization, store, and role—even for multi-brand drivers—while preventing wrong joins. A clear store name/logo confirmation minimizes mistakes, and pre-authorized role overrides are supported. This removes invite back-and-forth and misconfigurations so drivers are route-ready in seconds.

Requirements

Signed QR Token Verification
"As a driver, I want the app to verify the onboarding QR is authentic and current so that I can securely join the correct organization without manual checks."
Description

Validate and enforce authenticity, integrity, and freshness of the onboarding QR token before any account linkage occurs. The app must verify the token signature against ZipTrail’s keyset, confirm audience and issuer, and enforce short TTLs with clock skew handling. Claims must include a nonce (jti) to prevent replay, org/store identifiers, permitted roles, and optional geofence hints. The client initiates verification over HTTPS and the server performs authoritative checks, returning a scoped onboarding session on success. Failures surface precise, localized error states (expired, invalid signature, revoked, reused) with safe retries and telemetry. This provides a secure foundation that blocks spoofed or stale invites while enabling instant, trusted onboarding.

Acceptance Criteria
Auto Org-Store-Role Resolution
"As a multi-brand driver, I want the app to automatically select my correct organization, store, and role so that I can start routes right away without setup steps."
Description

Automatically determine and set the driver’s correct organization, store, and role from verified token claims and existing account memberships. On success, prefetch org/store configuration and permissions, bind the active context to the device session, and update the local profile without user input. When multiple valid stores or roles exist, compute a recommended default using heuristics (token scope, recent activity, proximity) and pass remaining options to the confirmation UI. The flow must be idempotent, complete within seconds on average networks, and minimize PII handling by caching only required identifiers. This eliminates manual dropdowns and misconfiguration while making drivers route-ready immediately.

Acceptance Criteria
Brand & Store Visual Confirmation
"As a driver, I want a clear on-screen confirmation with the store name and logo so that I can avoid accidentally joining the wrong store."
Description

Present a concise confirmation screen that clearly displays the selected brand logo, store name, address, and optional distance to the store, with the recommended option preselected. Require a single explicit confirm action to finalize context, and provide an unobtrusive link to view other eligible stores when applicable. The UI must be accessible (WCAG AA), support localization, dark mode, and low-connectivity fallback assets. Guardrails warn when the target org differs from the currently active one and prevent accidental taps via debounce. This reduces wrong joins by giving drivers an unmistakable visual checkpoint before committing.

Acceptance Criteria
Pre-Authorized Role Override
"As a dispatcher or lead driver, I want to switch to a pre-approved role during onboarding so that I can access the permissions I need without waiting for admin approval."
Description

Enable drivers with pre-approved permissions to switch into a higher or alternate role during onboarding when allowed by policy encoded in the token (e.g., allowed_roles with time bounds). The app surfaces eligible roles with concise permission deltas, defaults to the safest option, and applies the override only after explicit confirmation. Server enforces constraints (time-limited, store-limited, one-time use) and records a tamper-proof audit trail linked to the onboarding session. The override propagates to access control and dashboard capabilities immediately, and can auto-revert at session end. This removes admin back-and-forth while maintaining strict control and traceability.

Acceptance Criteria
Wrong-Join Safeguards
"As an organization admin, I want safeguards that block incorrect joins and token misuse so that drivers don’t end up in the wrong org and support load stays low."
Description

Implement layered protections that prevent mis-association and token abuse. Server-side checks include single-use or limited reuse tokens, device fingerprint binding on first success, optional geofence proximity checks, cross-org mismatch detection, and rate limiting on verification attempts. The client provides clear, actionable error states and a safe exit path that avoids partial joins. Suspicious events (e.g., repeated cross-region attempts) trigger soft blocks and alerting. All denials are recorded with redacted context for support. These safeguards materially reduce support tickets and protect organizations from accidental or malicious joins.

Acceptance Criteria
Seamless Multi-Org Context Switching
"As a driver who serves multiple brands, I want the app to switch my active org and store automatically when I scan a new QR so that I remain route-ready across shifts."
Description

Support drivers who serve multiple brands by maintaining multiple saved org/store profiles and switching the active context instantly upon scanning a valid QR. Preserve each context’s cached configurations, notification channels, and route settings without overwriting others. Ensure background syncs and notifications are re-registered for the new context, pause any active tasks from the previous context with user prompts, and complete the switch with minimal taps and no credential re-entry. Provide a lightweight selector for manual switching when online, with offline-readiness using previously cached manifests.

Acceptance Criteria
Admin Audit & Conversion Analytics
"As an admin, I want visibility into onboarding events and outcomes so that I can track adoption, diagnose failures, and improve QR invite flows."
Description

Capture and expose a structured event stream for the onboarding funnel: qr_scanned, token_verified, auto_resolved, user_confirmed, override_applied, blocked_join, and context_switched. Compute metrics such as success rate, median time-to-ready, and top error codes, and surface them in the admin console with filtering by org/store/time window. Provide exports and webhooks for BI tools, while enforcing data minimization and retention policies with PII redaction. This visibility enables organizations to monitor adoption, diagnose failures, and iteratively improve their QR invite processes.

Acceptance Criteria

Permission Coach

A guided, staged flow that explains why each permission is needed (location, notifications, motion) and triggers OS prompts at the ideal moment with quick validation checks (GPS ping, background refresh test). If denied, one-tap “fix now” paths appear. Drivers complete setup with proven signal quality, reducing “dot not moving” tickets and first-shift confusion.

Requirements

Contextual Permission Flow Orchestration
"As a driver, I want the app to ask for permissions at the right moment with clear guidance so that I understand why they’re needed and can complete setup without confusion."
Description

Orchestrates a guided, staged permission request flow inside the Driver app that triggers OS permission prompts (location: precise + background, motion/activity, push notifications) at the most relevant moment in onboarding and during first route start. The flow gates each step, surfaces pre-permission rationale, handles per-OS/version nuances (iOS/Android), rate-limits re-prompts, and resumes where the user left off. Integrates with ZipTrail’s session state to defer prompts until user intent is clear (e.g., tap “Start Shift”), reducing denial rates and confusion while ensuring the right scopes are requested for reliable last‑mile tracking.

Acceptance Criteria
Permission Rationale Education Screens
"As a privacy-conscious driver, I want clear explanations of each permission so that I feel confident granting access."
Description

Provides concise, branded explainer screens before each OS prompt that show what data is requested, why it’s necessary for accurate ETAs and notifications, and how privacy is protected. Content is localized, configurable by admin (copy, icons, examples), and dynamically tailored based on merchant type and OS (e.g., “Always Allow” on iOS for background tracking). Integrates with analytics to A/B test headlines and examples, aiming to increase allow rates while maintaining transparency and trust.

Acceptance Criteria
Instant Signal Validation Checks
"As a new driver, I want the app to test my setup right away so that I know everything will work when I start delivering."
Description

Immediately verifies that each granted permission functions correctly through lightweight checks: GPS fix within X seconds with acceptable accuracy, motion sensor event detection, push notification receipt, and background refresh viability. Displays real-time pass/fail with actionable hints and auto-retry. Sends a test ping to ZipTrail’s backend to confirm telemetry ingestion and associates results with the device profile for future diagnostics.

Acceptance Criteria
One‑Tap Remediation & Deep Links
"As a driver who denied a permission, I want a quick way to correct settings so that I can start my shift without delays."
Description

Offers “Fix Now” paths whenever a check fails or a permission is denied, with deep links into OS settings (app permissions, location precision, notifications) and contextual instructions for common states such as Limited Accuracy (iOS), “Allow only while using,” battery saver/low power mode, and OEM background restrictions. After the user returns, an automatic re-check confirms resolution. Handles hard denials (“Don’t ask again”) with persistent yet non-blocking guidance and scheduled soft re-prompts.

Acceptance Criteria
Preflight Signal Quality Score
"As an operations manager, I want drivers to meet a minimum signal quality before starting so that deliveries are reliably tracked in real time."
Description

Computes a readiness score that aggregates validation results (GPS accuracy, update frequency, background capability, notification reachability, battery constraints) and blocks or warns on shift start until thresholds are met. The score and specific failing criteria are shown to the user and logged to Ops dashboards, reducing “dot not moving” tickets and enabling proactive support. Thresholds are configurable per organization and route type.

Acceptance Criteria
Permission Funnel Analytics & Optimization
"As a product manager, I want visibility into permission funnel performance so that I can optimize the flow and reduce setup-related support tickets."
Description

Instruments the entire Permission Coach funnel with event tracking to measure view/allow/deny rates, time to completion, failure reasons, OS/version breakdowns, and impact on first-shift success. Provides export and dashboard views, plus hooks for A/B testing copy, sequencing, and prompt timing. Emits alerts when allow rates drop or when OEM-specific issues spike, informing content tweaks and engineering fixes.

Acceptance Criteria

Device Preflight

Runs an instant health check for high-accuracy GPS, battery optimization, background activity, and OEM-specific quirks (MIUI, OneUI, EMUI). Shows a single pass/fail card with targeted deep links to exact settings. Coordinators see preflight status in their dashboard, ensuring new drivers are dispatch-ready the moment onboarding ends.

Requirements

Instant Device Health Check
"As a driver, I want a quick device preflight so that I can confirm my phone is ready for accurate tracking before I start deliveries."
Description

Runs a fast device diagnostics routine that validates high-accuracy GPS mode, required location permissions (fine and background), battery optimization exclusions, background activity/autostart, motion/activity recognition, network connectivity, and Google Play Services availability. Aggregates results into a single pass/fail card with a concise list of failing checks and remediation count. Exposes a re-check action and auto-runs on app launch and before going on-duty. Integrates with ZipTrail’s mobile SDK and persists normalized results to the Preflight service for coordinator visibility and reporting.

Acceptance Criteria
OEM Settings Deep Links
"As a driver, I want one-tap deep links to the exact settings on my device so that I can quickly fix issues without hunting through menus."
Description

Provides device- and OS-specific deep links to the exact settings screens required to fix failed checks across MIUI, OneUI, EMUI, ColorOS, OxygenOS, Realme UI, and stock Android. Detects OEM and OS version at runtime to select precise intents, with safe fallbacks to generic settings when proprietary paths are unavailable. Presents clear, localized guidance and icons for each action, and verifies resolution on return to the app. Centralizes mappings in a remotely updatable configuration so deep-link targets can be refined without a full app release.

Acceptance Criteria
Dashboard Preflight Status
"As a coordinator, I want to see each driver’s preflight status in my dashboard so that I can dispatch only drivers who are ready."
Description

Surfaces each driver’s latest preflight status, last check timestamp, failing categories, and device metadata (model, OS version, app version) in the coordinator dashboard. Supports filtering, sorting, and search by status (Passed, Failed, Unknown), and shows compact readiness badges on dispatch and assignment screens. Provides near real-time updates via WebSocket or periodic polling and enables drill-down to view detailed results and remediation steps. Includes CSV export and audit history for operational oversight and compliance.

Acceptance Criteria
Onboarding Pass Gate with Override
"As a coordinator, I want onboarding to require a passed preflight with an override option so that quality is maintained while exceptions are documented."
Description

Integrates preflight into the driver onboarding flow, requiring a passing result before a driver is marked dispatch-ready. Enforces blocking of assignment and start-shift actions when the status is Failed, while offering a re-check button and guided remediation steps. Provides a role-based override for coordinators/admins with mandatory reason capture and automatic follow-up reminders. Supports configurable grace periods and re-check cadence by tenant.

Acceptance Criteria
Offline Preflight and Retry
"As a driver, I want preflight to work even when I’m offline so that I can prepare my device and sync results when I reconnect."
Description

Enables preflight execution and result display without network connectivity using local capability checks and cached guidance. Marks status as Unknown when server sync is unavailable and stores a signed local result for later upload. Implements a queued submission with exponential backoff, background sync, and conflict resolution based on most recent timestamp. Clearly communicates offline mode, pending sync state, and next retry time to the user.

Acceptance Criteria
Preflight Telemetry API
"As an integrator, I want APIs and webhooks for preflight results so that our internal tools can automate readiness checks and workflows."
Description

Delivers authenticated REST endpoints to submit preflight results from devices, retrieve readiness status by driver or fleet, and register webhooks for pass/fail state changes. Enforces OAuth 2.0 service tokens, request signing, and rate limiting. Normalizes payloads across platforms, timestamps events in UTC, and supports tenant-configurable data retention and redaction of device identifiers. Emits analytics events for pass rates, time-to-remediation, and common failure causes to inform product improvements.

Acceptance Criteria

Kiosk QR

Generates rotating, time-boxed QR posters for storefronts and hubs. Each code is scoped to a specific store and role, caps the number of joiners, and auto-expires after a shift window. Scan analytics reveal who started and completed onboarding. Ideal for pop-up or holiday staffing without manual invites or spreadsheets.

Requirements

Rotating, Time-Boxed QR Generation
"As a store manager, I want to generate rotating QR posters for a specific store and role so that walk-in seasonal staff can self-onboard during a shift without manual invites and without codes being reused after they expire."
Description

Provide a backend and UI service that generates QR codes scoped to a specific store and role, embedded with signed, time-bound tokens that auto-expire at the end of a defined shift window. Support two display modes: (1) Digital Kiosk mode that auto-rotates the QR at a set interval to mitigate screenshot reuse; (2) Printable poster packs that pre-generate a sequence of time-sliced codes for the shift window. Each QR encodes a short URL that resolves to a pre-auth landing with store, role, and capacity metadata. Include branding controls (logo, colors, headline) to produce on-brand posters. Integrate with ZipTrail’s org/store/role models to ensure correct scoping and revocation. Rotation and expiration must be deterministic and independent across stores. Admins can revoke or extend validity in real time without reprinting in digital mode. Tokens include exp/nbf, storeId, roleId, posterId, and signature (HMAC or asymmetric) to prevent tampering.

Acceptance Criteria
Shift Window and Capacity Rules Engine
"As an operations lead, I want to set the shift times and cap how many people can join per poster so that staffing levels are controlled and codes don’t overfill a shift."
Description

Implement a rules engine to define and enforce shift windows (start/end, timezone, recurrence) and per-poster capacity caps (e.g., maximum number of joiners). On scan, the engine validates the current time against the shift window, remaining capacity, and role eligibility before allowing onboarding to proceed. Capacity is decremented on successful onboarding completion and can optionally hold a spot at the start of verification with a short timeout to prevent overbooking. Support live edits (extend window, increase cap) with immediate effect and maintain consistency across rotating codes within the same poster. Handle edge cases like daylight savings transitions and overlapping windows. Expose rules configuration via API and dashboard, with audit logs for changes.

Acceptance Criteria
QR Scan to Guided Mobile Onboarding
"As a new courier, I want to scan a QR and complete a simple verification and setup flow so that I can start my shift at the right store without waiting for a manual invite."
Description

Create a streamlined mobile-first onboarding flow that opens from the QR short URL and auto-contextualizes the store, role, and shift window from the token. Flow includes consent screens, phone or email OTP verification, duplicate account detection, and pre-population of role-specific requirements (e.g., driver license photo for couriers). On success, create or link a ZipTrail user, assign the correct role and store, and deep-link drivers to the ZipTrail Driver app if needed. Provide progress save/resume within the active window, clear error handling for expired/invalid tokens, and localized instructions on what the shift entails. Enforce minimal data entry to reduce abandonment, and log funnel steps for analytics. Support fallback to a short code entry if a camera scan fails.

Acceptance Criteria
Scan Analytics and Onboarding Funnel
"As a regional manager, I want to see which stores’ QR posters convert scans into completed onboardings so that I can optimize staffing tactics and poster placement."
Description

Capture and surface end-to-end analytics for each poster: scans, unique visitors, verification starts, completions, and drop-off points, with timestamps, device type, approximate location, and referring mode (digital kiosk vs. printed). Attribute events to store, role, shift window, and posterId to compare performance across locations and time. Provide a dashboard funnel visualization, conversion rates, and time-to-complete metrics, plus CSV export and REST API access. Respect privacy by anonymizing pre-verification events and only attributing identities post-verification. Include configurable data retention and consent capture for analytics where required by local regulations.

Acceptance Criteria
Kiosk Management Dashboard and Poster Export
"As a store supervisor, I want a simple dashboard to create and print branded QR posters or run them on a tablet so that I can set up seasonal hiring in minutes without IT help."
Description

Deliver a manager-facing dashboard to create, preview, and manage Kiosk QR posters. Features include store/role selection, shift window and capacity configuration, visual poster preview with branding, one-click PDF export for print packs, and a live Digital Kiosk mode that rotates codes on supported displays. Provide controls to pause/resume a poster, regenerate codes, extend windows, and view real-time remaining capacity. Ensure role-based access control so multi-store users can manage only their assigned locations. Include printable instructions for staff to set up the kiosk, plus an embeddable link for tablets/TVs. All actions are audited.

Acceptance Criteria
Security and Abuse Prevention
"As a compliance lead, I want QR codes that can’t be reused or tampered with so that only legitimate candidates onboard and store data remains protected."
Description

Harden the feature against misuse by using signed, time-boxed tokens (JWS or HMAC) with short-lived rotation and replay protection. Implement rate limiting, optional CAPTCHA, and geo-fencing so scans far outside the store area are flagged or blocked. Enforce single active onboarding per person per window and detect suspicious sharing (e.g., multiple verifications from the same token across distant locations). Provide server-side revocation lists for compromised posters and immediate invalidation controls. Store only necessary PII with encryption at rest and in transit, and maintain detailed audit logs for all access and configuration changes. Conduct threat modeling and add automated tests for token validation and expiry edge cases.

Acceptance Criteria
Manager Notifications and Webhooks
"As a shift manager, I want alerts when a poster is nearing capacity or when new hires complete onboarding so that I can adjust staffing in real time."
Description

Send real-time notifications when key events occur: first scan detected, capacity threshold reached, capacity full, onboarding completions, and poster expiry. Allow per-poster configuration of channels (email, SMS, Slack) and quiet hours. Expose outbound webhooks for external systems (e.g., scheduling apps) with signed payloads that include store, role, posterId, and event details. Provide retries with exponential backoff and delivery logs. Integrate with ZipTrail’s existing notification infrastructure to ensure consistency and centralized preferences.

Acceptance Criteria

Instant Profile

Auto-creates the driver account after scan: pre-fills org, store, and shift zone, verifies phone via OTP, and assigns default vehicle and notification settings. No passwords or long forms. Drivers can begin receiving stops right away while details sync to the coordinator’s roster.

Requirements

Instant Scan Provisioning
"As a driver, I want to scan a code and start immediately so that I can receive my first stops without filling out long forms or creating a password."
Description

Creates driver profiles instantly from a scannable QR code or short link tied to an organization, store, and shift context. On scan, launches a streamlined flow that captures only the phone number, triggers verification, and auto-provisions the account with a passwordless session. Sets initial availability to receive stops immediately, while deferring non-critical profile details to background sync. Ensures links/QRs are single-use, short-lived, and signed to prevent misuse, and supports both mobile web and in-app deep links for a zero-friction start.

Acceptance Criteria
Auto-Association of Org, Store, and Shift Zone
"As a coordinator, I want drivers auto-associated to the right store and shift zone so that assignments and ETAs are accurate without manual setup."
Description

Automatically binds the new driver profile to the correct organization, store, and active shift zone using metadata encoded in the scanned link and validated against backend rules. Handles multi-store organizations, overlapping zones, and time-bounded shifts, with graceful fallbacks (e.g., coordinator prompt) if context is missing or expired. Persists associations to the assignment engine so route-aware ETAs and dispatch eligibility are accurate from the first stop.

Acceptance Criteria
OTP Phone Verification with Rate Limiting
"As a driver, I want to verify my phone quickly so that my account is secure and I can receive important updates."
Description

Verifies driver phone ownership using a one-time passcode delivered via SMS with voice and WhatsApp fallbacks. Implements automatic code retrieval where supported, retry/backoff, and lockout after configurable failed attempts. Enforces per-number and per-device rate limits, monitors deliverability, and surfaces clear error states. Successful verification binds the phone to the profile for secure login, notifications, and roster deduplication.

Acceptance Criteria
Default Vehicle and Role Bootstrap
"As an operations manager, I want default vehicle and role applied on creation so that delivery times and capacity logic are correct from the first assignment."
Description

Applies organization-defined defaults for vehicle type, capacity, and operational role during instant profile creation to enable correct ETA modeling and capacity checks immediately. Allows optional in-flow edits and post-onboarding changes, validates against org policies, and records an audit trail of defaults vs. user overrides. Ensures the assignment engine and telemetry pipelines receive the initial vehicle attributes without blocking onboarding.

Acceptance Criteria
Notification Channel Initialization
"As a driver, I want notifications set up automatically so that I receive critical delivery updates without extra configuration."
Description

Pre-configures driver notification preferences (push, SMS, email/WhatsApp where available) based on org defaults and requests OS-level permissions in a single, minimal consent step. Ensures critical alerts (new stop, reassignment, ETA changes) are enabled by default with fallbacks if push is denied. Supports language localization, quiet hours, and double opt-in where required, storing consent artifacts for compliance.

Acceptance Criteria
Roster Sync and Deduplication
"As a coordinator, I want new drivers to appear on my roster instantly without duplicates so that I can assign stops right away and keep records clean."
Description

Synchronizes new driver profiles to the coordinator’s roster in real time, merging with existing records based on verified phone and org scope to prevent duplicates. Updates presence, availability, and device info, emits webhooks/audit logs for admin visibility, and provides idempotent retries for transient failures. Ensures coordinators can assign stops immediately and maintain an accurate, searchable roster.

Acceptance Criteria

Offline Bootstrap

Keeps onboarding moving in low-signal environments. The QR carries essential config so the app can initialize offline, cache the 60‑second microtour, and queue account creation plus permission checks. If store install is blocked, a fallback SMS link and lightweight landing ensure progress. Everything syncs once online, so garages and basements aren’t blockers.

Requirements

Signed QR Bootstrap Payload
"As a store manager in a low-signal stockroom, I want to scan a secure QR that contains our setup so that the app can initialize even without internet."
Description

Implement a compact, signed QR payload that carries essential bootstrap configuration to enable app initialization without internet connectivity. The payload includes tenant identifier, environment/region, API base URLs, feature flags for offline mode, minimum app version, short‑lived bootstrap token, and branding references. Use a JOSE/PKI signature to prevent tampering, with payload TTL, max-scan count, and revocation support. The mobile app must parse and validate the signature completely offline, initialize local tenant context, and gracefully handle invalid/expired codes with actionable error states. Integrate QR generation into the ZipTrail admin console with audit logging and download/print options for store kits.

Acceptance Criteria
Offline Initialization and Microtour Cache
"As a first-time driver in a basement, I want the microtour and initial setup screens to work offline so that I can learn the basics and keep moving."
Description

Provide an offline-first initialization flow that creates local app state from the QR payload, seeds minimal navigation, and displays a 60‑second onboarding microtour without requiring network access. Bundle a lightweight, brandable microtour (sub‑2 MB) with localized text and images; when online, replace it with tenant-specific assets via background sync. Persist an "Offline Mode" banner and progress indicator, ensuring the user can proceed through setup steps, review privacy notices, and understand GPS/notification requirements immediately. Store all assets, preferences, and progress in encrypted local storage to survive app restarts until sync completes.

Acceptance Criteria
Account Pre‑creation Queue and Permission Preflight
"As a courier onboarding without signal, I want to enter my info and pre-authorize location and notifications so that setup can complete automatically later."
Description

Enable users to enter profile details (name, phone, vehicle) and pre-consent to required permissions while offline. Queue account creation, device registration, and team join requests locally with encryption-at-rest, recording timestamps and consent artifacts. Perform device capability checks offline and stage OS permission prompts for the earliest appropriate moment, minimizing duplicate prompts. Validate inputs client-side and assign a temporary local user ID that maps to the server account on sync. Provide clear UX for pending steps and allow users to edit queued data prior to submission.

Acceptance Criteria
Online Sync and Idempotent Retry Engine
"As an operations lead, I want the app to finish onboarding automatically once online so that staff don’t need manual intervention to complete setup."
Description

Implement a background sync engine that monitors connectivity and power state to submit queued bootstrap actions when a connection becomes available. Use idempotency keys and transactional journaling to safely create accounts, register devices, exchange keys, download branding, and fetch policy/feature flags without duplicates. Support exponential backoff, jitter, and retry budgets; handle partial failures with deterministic resume from last good checkpoint. Resolve conflicts (e.g., phone already registered) with server-guided reconciliation and clear user messaging. Emit progress events to the UI and capture metrics for time-to-completion.

Acceptance Criteria
Store-Blocked Fallback SMS Link and Lightweight Landing
"As a shop owner on a locked-down network, I want to receive a fallback SMS link with my setup context so that I can complete installation later without starting over."
Description

Provide a fallback flow when app store installation or captive portals block onboarding. From the QR payload, direct users to a lightweight landing (sub‑50 KB critical path) that confirms tenant context, shows next steps, and collects a phone number to send an SMS deep link to the correct store listing or direct app page. Offer alternative options (copy setup code, email link) and a minimal PWA that can display the microtour and instructions offline until installation is possible. Ensure links preserve bootstrap context securely and expire appropriately.

Acceptance Criteria
Admin Branding and Config Expiry Controls
"As a ZipTrail admin, I want to issue time-limited, revocable QR codes with our branding so that stores bootstrap safely and on-brand."
Description

Extend the ZipTrail admin console to manage offline bootstrap settings: upload brand assets used by the microtour and landing, set payload TTLs and max activations, scope QR codes to locations/regions, and revoke codes instantly. Provide role-based access, audit logs, and usage analytics (scans, completions) once devices sync. Allow toggling of offline-enabled features via flags, plus version gating to prevent unsupported clients from initializing. Export printable QR sheets with instructions optimized for back-of-house install kits.

Acceptance Criteria
Offline Telemetry and Support Diagnostics
"As a support specialist, I want access to an anonymized bootstrap log after the device comes online so that I can quickly diagnose and resolve onboarding issues."
Description

Capture a privacy-safe local event log of offline bootstrap steps, errors, and environment signals (connectivity, OS version, permissions state) for later upload. Redact PII and secure logs with encryption; provide a shareable diagnostic code that support can request after sync to correlate device sessions. On upload, aggregate metrics such as time-in-offline-setup, retry counts, and completion rates to dashboards to identify friction points and improve the flow without field visits.

Acceptance Criteria

Smart Tip Nudges

Context-aware tip suggestions and one-tap checkout embedded in the tracking page. Suggests fair amounts based on order total and local norms, with Apple Pay/Google Pay and local currency rounding. Clear, optional prompts reduce friction and increase tip conversions without pressure—lifting driver earnings while keeping the experience on‑brand.

Requirements

Context-Aware Tip Suggestion Engine
"As a customer tracking my delivery, I want fair, context-aware tip suggestions so that I can quickly choose an appropriate amount without overthinking."
Description

Compute dynamic tip options using order total, locale-specific tipping norms, delivery distance and difficulty (e.g., weather, hills, apartment access), time-of-day, and historical acceptance patterns. Provide both percentage and flat-amount suggestions with real-time updates as order details change. Include merchant-configurable presets, guardrails (min/max caps, fairness rules for very low/high order totals), and robust fallbacks if context signals are unavailable. Deliver suggestions via a lightweight API/SDK to the tracking page without exposing personal data, honoring consent flags and privacy policies.

Acceptance Criteria
One‑Tap Wallet & Card Payments
"As a customer on the tracking page, I want to tip with one tap using my mobile wallet so that I don’t have to enter card details."
Description

Enable tipping directly on the tracking page with Apple Pay, Google Pay, and Payment Request API support, falling back to a secure card form when wallets are unavailable. Use PSP tokenization (e.g., Stripe/Adyen) with idempotency, SCA/3DS flows where required, and zero PCI data stored by ZipTrail. Ensure instant authorization, clear loader/error states, receipt generation, refunds, and retries for intermittent failures. Associate tips to the correct order and current driver, supporting pre‑ and post‑delivery tips. Validate merchant domain association and merchant IDs for wallets; ensure cross‑browser/mobile compatibility.

Acceptance Criteria
Local Currency, Taxes, and Rounding
"As a customer in my country, I want tip suggestions shown in my local currency with sensible rounding so that the amounts feel natural and transparent."
Description

Detect and display amounts in the customer’s local currency based on order locale and wallet settings, applying culturally appropriate rounding rules (.00, .50, .95, or next whole). Respect markets with no tipping or mandatory service fees by adapting or suppressing prompts. Support jurisdiction-specific tax handling for tips (taxable/non‑taxable), tip pooling policies, and merchant-configurable rules. Handle cross‑currency scenarios using daily FX rates and present transparent conversions. Offer a "round up" option and prevent awkward cent values via configurable rounding constraints.

Acceptance Criteria
Branded, Accessible, Non‑Coercive UI
"As a customer, I want a clear, optional tipping prompt that matches the brand and is easy to dismiss so that I don’t feel pressured."
Description

Provide an embeddable, themeable tipping component that matches each merchant’s brand (colors, fonts, logo) and ZipTrail styling. Ensure WCAG 2.2 AA accessibility (contrast, focus order, keyboard support, ARIA labels, screen reader announcements) and clear opt‑out with a visible "No tip" option. Localize all copy and amounts; avoid pressure language and dark patterns. Optimize for performance (<100 ms render, <50 KB additional JS) with responsive layouts for web and mobile, trust indicators for secure payments, and compliance with app store and local disclosure requirements.

Acceptance Criteria
Timing & Eligibility Logic
"As a customer, I want tipping prompts to appear at the right time during my delivery so that they are helpful and not annoying."
Description

Control when and to whom prompts appear based on order lifecycle (accepted, en route, near arrival, delivered), prior tip status, merchant rules, and customer profile flags (e.g., corporate or pre‑paid). Provide pre‑delivery, in‑transit banner, and post‑delivery follow‑up within a configurable window, with frequency caps and respect for dismissals. Handle driver swaps and multi‑stop routes by attributing tips to the active driver at payment time. Include offline‑safe queues and retry logic for intermittent connectivity on mobile devices.

Acceptance Criteria
Analytics, A/B Testing, and Reporting
"As a merchant, I want to test and measure different tip nudges so that I can increase driver earnings without harming customer experience."
Description

Instrument the funnel (impressions, interactions, selections, conversions, value, declines/errors) with privacy‑safe telemetry. Provide A/B/n testing for copy, suggested amounts, layout, timing, and rounding options. Expose merchant dashboards for tip rate, average tip, lift vs. control, and breakdowns by locale, time, device, and order value. Offer exports and webhooks to BI tools (GA4, Segment, Snowflake) with consent handling and configurable retention. Support gradual rollouts, audience targeting, and kill switches for rapid reversions.

Acceptance Criteria
Admin Controls & Policy Configuration
"As an operations manager, I want to configure tip suggestions and policies per market so that the nudges align with our brand and regulations."
Description

Provide merchant‑facing settings to enable/disable Smart Tip Nudges and configure default percentage tiers, flat presets, min/max caps, rounding behaviors, locale‑specific copy, eligible order types, scheduling windows, and regulatory disclosures. Allow selection of supported payment methods per market, tax treatment, and fallback behaviors. Include role‑based access control, audit logging, preview/sandbox mode, and versioned, staged configuration rollout with safe revert.

Acceptance Criteria

Swap‑Proof Split

Automatically allocates each tip across drivers who touched the order—even when stops are reassigned mid‑route. Uses time on task, distance driven, and handoff role with configurable weights. Drivers get a transparent breakdown; coordinators see a verifiable audit trail. Prevents disputes and keeps dynamic operations fair.

Requirements

Real-time Order Touch Stream
"As a dispatcher, I want every driver interaction with an order recorded accurately and immutably so that tip allocation reflects true contributions even when routes change mid-delivery."
Description

Capture and persist all driver–order touch events in real time, including pickup, assist, handoff, drop, and reassignment, with timestamps, driver identities, GPS traces, and handoff role metadata. Ensure idempotent ingestion with deduplication keys, offline buffering with backfill on reconnect, and an immutable per-order timeline that survives mid-route swaps. Integrate with existing ZipTrail mobile SDKs and tracking to minimize added instrumentation. Provide sub-second ingestion latency targets and 99.9% availability, enabling the allocation engine to compute accurate, up-to-date splits.

Acceptance Criteria
Configurable Split Weights
"As an operations manager, I want to tune the relative weights of time, distance, and role so that our tip splits align with our fairness policy and operational realities."
Description

Provide an admin interface and backend configuration to set and manage weights for time on task, distance driven, and handoff role factors. Support org-level defaults, fleet/team overrides, effective-dated versions, and validation that weights are within allowed ranges and normalize correctly. Include preview templates, safe rollout via feature flags, and an API for reading/updating configurations. Emit change events so downstream calculators rehydrate configs without downtime, and retain historical versions for reproducibility of past allocations.

Acceptance Criteria
Swap-Proof Allocation Engine
"As a driver, I want my tip share to be recalculated fairly when a handoff occurs so that I am paid for the time and distance I actually contributed."
Description

Implement a deterministic computation service that calculates per-driver tip shares from the order timeline, continuously re-evaluating on new events or reassignments. Apply configured weights, enforce floors/caps, prevent double counting of overlapping time/distance, and handle zero/negative tips, cash tips, and partial refunds. Guarantee idempotency and versioned calculation records, produce transparent calculation artifacts, and meet a p95 processing time under 2 seconds per order. Support on-demand recalculation and emit events on allocation updates.

Acceptance Criteria
Driver Tip Breakdown & Notifications
"As a driver, I want to see how my tip was calculated and be notified of changes so that I can trust the system and plan my earnings."
Description

Deliver a transparent per-order breakdown to drivers showing their tip share, roles performed, key factors used, and any adjustments, with clear pending/finalized states. Provide in-app views plus SMS/email notifications based on user preference, multilingual support, and alerts when recalculations occur. Include period summaries and drill-downs, load within 500 ms p95, and integrate with the existing ZipTrail driver dashboard and notification services. Link to a guided dispute initiation flow without exposing other drivers’ PII.

Acceptance Criteria
Coordinator Audit Trail & Overrides
"As a coordinator, I want a verifiable audit trail with controlled override capability so that I can resolve disputes and prove allocations were computed correctly."
Description

Maintain a tamper-evident audit trail for all inputs, configuration versions, calculations, and changes, including who/when provenance and hash-chained records. Provide export (CSV/JSON) and API access, and enable role-restricted overrides with mandatory reason codes, attachments, and optional dual-approval. Trigger automatic recalculation, re-notification, and preservation of before/after states on any override. Enforce RBAC, redact sensitive data, and comply with retention policies to support dispute resolution and compliance reviews.

Acceptance Criteria
Settlement & Rounding Consistency
"As a finance admin, I want consistent rounding and settlement rules so that payouts match calculated allocations without reconciliation errors."
Description

Standardize rounding and settlement policies to eliminate discrepancies between displayed and paid amounts. Support currency-specific minor units, round-half-even rules, and org-level choices for when allocations finalize (on order complete vs end-of-day). Lock allocations post-payout while allowing reclass adjustments with full traceability. Provide exports and API endpoints for payroll/finance systems and automated reconciliation checks that flag mismatches between allocated tips and payouts.

Acceptance Criteria
Public APIs & Webhooks
"As a partner platform, I want APIs and webhooks to push tip updates and receive allocation events so that our systems remain synchronized."
Description

Expose secure endpoints to ingest tip declarations/updates and to query current and historical allocations, with OAuth2 scopes, rate limiting, and idempotency. Publish webhooks for allocation_finalized, allocation_adjusted, and dispute_opened events with signed payloads and retry/backoff. Provide versioned schemas, a sandbox environment, and comprehensive documentation with examples. Ensure backward-compatible changes and alignment with ZipTrail API standards for easy partner integration.

Acceptance Criteria

Shift Pools

Enable pooled tips for a shift, store, or microzone. Contributions can track by active minutes, completed stops, or revenue handled. Real‑time pool totals motivate teams, and at shift end, payouts distribute instantly to each wallet. Ideal for kitchens + runners or holiday surges.

Requirements

Pool Setup & Rules Engine
"As a store manager, I want to define pooled tip rules for each shift, store, or microzone so that contributions are fair and automated without manual reconciliation."
Description

Allow admins to create and manage pooled tip groups scoped by shift, store, or microzone, configure contribution metric (active minutes, completed stops, or revenue handled) with optional weighting, set schedule (start/end, auto-close), define participant roster and eligibility rules, apply default templates per location, and override settings per shift. Support minimum/maximum share caps, rounding rules, service-fee/tax exclusions, currency and timezone handling, preview of distribution outcomes, and cloning of configurations. Integrate with ZipTrail shift scheduling, route zones, and existing user/role models, with full UI and API endpoints for creation, update, and retrieval.

Acceptance Criteria
Participant Check-In/Out & Eligibility Tracking
"As a driver or runner, I want my active time to be tracked automatically when I’m on shift so that my share of the pool reflects my actual contribution."
Description

Provide participant check-in/out on mobile and web tied to shift assignments, auto-detect on-duty status from GPS activity and task acceptance, and track active minutes including break/paused states. Enforce eligibility constraints (role, location, minimum participation time), handle mid-shift joins/exits, and prevent double-dipping across concurrent pools. Sync presence with ZipTrail driver app events and support manager overrides with approval logs while maintaining accurate time windows for contribution calculations.

Acceptance Criteria
Contribution Metrics Computation Engine
"As an operations lead, I want the system to calculate pool shares in real time based on selected metrics so that the team sees accurate, motivating totals during the shift."
Description

Implement a real-time, idempotent computation pipeline that ingests events (stop completions, order revenue, tip amounts, on-duty minutes) and calculates each participant’s contribution and projected share per configured rules. Support metric selection and hybrid weighting, configurable rounding, minimum guarantees, caps, tie-breakers, and late-arriving events. Handle refunds, cancellations, order splits, and reassignments with automatic recalculation and versioned snapshots for consistency across web and mobile. Provide <2s update latency and backfill/replay capabilities for data integrity.

Acceptance Criteria
Real-Time Pool Dashboard & Notifications
"As a kitchen team member, I want to see the live pool total and my projected share so that I stay informed and motivated throughout the shift."
Description

Deliver live dashboards for managers and participants showing current pool total, individual projected shares, contribution breakdowns by metric, and progress toward goals. Support privacy modes (show/hide individual shares), multi-pool views, and filter by store or microzone. Provide branded push/SMS/in-app notifications for milestones (pool created, thresholds hit, pool closing) and adjustments. Ensure mobile-first responsive UI with accessibility standards, role-based access control, and streaming updates with optimistic UI synchronized to the computation engine.

Acceptance Criteria
Instant Wallet Payouts & Settlement
"As a store manager, I want pool payouts to be sent instantly to each participant’s wallet at shift end so that there is no manual cash handling or delays."
Description

Automatically close pools at shift end, finalize shares, and instantly disburse amounts to each participant’s ZipTrail Wallet with itemized ledger entries and downloadable receipts. Integrate with external payout rails (e.g., Stripe Connect, ACH, RTP) for cash-out, support partial settlements when orders are pending refund windows, and enable post-settlement adjustments with audit trails and clawbacks. Provide compliance settings for gratuity classification, export to payroll/accounting, and settlement webhooks for downstream systems.

Acceptance Criteria
Tip Source Integration & Data Normalization
"As an administrator, I want tips and revenue from our POS and delivery channels to flow into the pool automatically so that contributions are comprehensive and accurate."
Description

Integrate with POS and ordering platforms to ingest tip and revenue data via APIs, webhooks, and CSV imports. Normalize and deduplicate records, map orders to stops and participants, apply currency conversion and tax/service fee exclusions, and reconcile late or corrected transactions. Provide connection health monitoring, retry queues, configurable field mappings, and a sandbox mode for testing before going live.

Acceptance Criteria
Audit, Adjustments, and Dispute Resolution
"As a participant, I want a transparent history of how my share was calculated and a way to dispute issues so that I can trust the fairness of the system."
Description

Maintain immutable audit logs for all pool events, configuration changes, calculations, and payouts. Offer an admin console to issue adjustments with reason codes and approval workflows, notify affected participants, and recalculate shares with versioning. Provide participant-facing statements explaining share calculations, CSV/JSON exports, data retention policies, anomaly detection alerts, and a dispute ticket workflow with SLAs and resolution tracking to build trust and meet compliance requirements.

Acceptance Criteria

Instant Cashout

Give drivers immediate access to tips via push‑to‑debit, bank transfer, or an in‑app virtual card. Optional auto‑cashout thresholds and a daily free withdrawal minimize fees. Faster liquidity improves retention and acceptance of tougher routes without waiting for payroll.

Requirements

Driver Tip Wallet & Real-Time Ledger
"As a driver, I want my tip balance to update in real time and show what’s available to cash out so that I can decide when and how much to withdraw with confidence."
Description

Implement a per-driver wallet with an event-sourced ledger that records all tip credits, fees, holds, reversals, and payouts in real time. Ingest tip events from ZipTrail orders to credit balances within 2 seconds; separate pending vs. available funds based on settlement rules. Support partial and full cashouts, balance reservations during payout initiation, and idempotent operations with concurrency safety. Provide secure APIs and mobile/web UI to display balance, ledger entries, fees, and eligibility; include exportable audit logs and reconciliation reports. Handle adjustments, disputes, and chargebacks via compensating entries. Encrypt sensitive data at rest and in transit, and enforce role-based access for drivers, admins, and support.

Acceptance Criteria
Instant Push-to-Debit Payouts Integration
"As a driver, I want to cash out instantly to my debit card so that I can access my money immediately when I need it."
Description

Enable instant cashouts to debit cards via push-to-card rails (e.g., Visa Direct/Mastercard Send) using a PCI-compliant tokenization partner. Collect and tokenize card details in-app, store non-sensitive metadata (brand, last4), and initiate payouts within 3 seconds with clear, branded progress states and ETAs. Implement webhooks for asynchronous success/failure, idempotency keys, exponential backoff retries, and detailed error mapping for user-friendly messages. Enforce per-transaction and daily limits, fees, and velocity controls; surface fees pre-confirmation and net amount post-transfer. Provide observability (metrics, structured logs, alerts) and sandbox test flows.

Acceptance Criteria
Bank Transfer (ACH) Cashout & Account Verification
"As a driver, I want to link my bank and cash out via low-fee transfers so that I can keep more of my earnings when timing is less urgent."
Description

Offer bank transfer cashouts as a low-cost option with link-and-verify flows via OAuth (e.g., Plaid) or micro-deposits. Support Standard and Same Day ACH with configurable cutoffs, display expected arrival windows, and handle returns (R01, R03, etc.) with automated notifications and reattempt policies. Implement name matching and account validation to reduce fraud; tokenize and encrypt bank details. Provide user flows to manage linked accounts, select payout method, and review fees. Integrate ACH status webhooks for real-time updates to the ledger and customer notifications.

Acceptance Criteria
In-App Virtual Card Issuance & Spend Controls
"As a driver, I want a virtual card linked to my wallet so that I can use my tips right away for fuel and expenses without waiting for a transfer."
Description

Issue an in-app virtual card funded from the driver wallet through an issuer processor (e.g., Marqeta), enabling immediate spend without external transfers. Support instant provisioning, card display with PAN controls, tokenization to Apple Pay/Google Pay, and real-time authorization against wallet balance. Configure spend controls (MCC restrictions, per-transaction/daily limits, geofencing), and provide freeze/unfreeze, replace, and close actions. Show live transaction notifications and receipts, and reconcile settlements back to the ledger. Gate issuance behind KYC and terms acceptance, and include dispute initiation and case tracking.

Acceptance Criteria
Auto-Cashout Rules & Daily Free Withdrawal
"As a driver, I want to set automatic cashouts and get one free withdrawal daily so that I can save on fees and not worry about remembering to cash out."
Description

Allow drivers to configure automated cashouts based on thresholds (e.g., when available balance ≥ $X), schedules (daily at a chosen time, weekly), or route completion events. Enforce one free withdrawal per day across all payout rails; apply transparent fees to subsequent withdrawals with pre-confirmation disclosure. Implement a reliable scheduler with deduplication, rate limits, and backoff to avoid duplicate payouts. Provide admin overrides, org-level defaults, and eligibility checks (KYC passed, balance limits). Send confirmations and reminders, and surface an activity log of scheduled and executed cashouts.

Acceptance Criteria
Compliance, KYC, Risk & Limits Engine
"As a compliance-aware operator, I want KYC and risk controls enforced before payouts so that we can reduce fraud and meet regulatory and partner requirements."
Description

Integrate identity verification (document + liveness or SSN last4 + DOB), sanctions screening (OFAC), and watchlist checks before enabling cashouts or card issuance. Implement configurable per-user and per-organization limits (transaction, daily, rolling 30-day) and risk rules (velocity, anomalous geolocation, device fingerprint). Queue and review flagged transactions with support tooling and auditable decisions. Minimize PCI scope via tokenization; encrypt PII, enforce data retention policies, and capture explicit consents. Provide year-end exports and payout summaries, and maintain comprehensive audit logs for regulatory and partner reviews.

Acceptance Criteria

Tip Ledger

A searchable, exportable ledger with line‑item detail—order ID, tip source, amount, split logic, payout status, and adjustments. Tax‑ready summaries by driver and store (CSV/PDF/API) simplify 1099 and bookkeeping while giving micro‑fleets clear, defensible records.

Requirements

Unified Tip Capture & Normalization
"As an operations manager, I want all tips from every source to flow into one standardized ledger so that I have a complete, accurate view of tip revenue per order, store, and driver in real time."
Description

Implement ingestion pipelines to collect tip data from multiple sources (POS, third‑party marketplaces, ZipTrail in‑app checkout, and manual cash entries) and normalize them into a canonical tip record linked to Order ID and stop. Support webhooks, scheduled imports, manual CSV upload, and REST API endpoints with idempotency keys and deduplication using a composite key (order_id + source + timestamp + amount). Standardize fields (source, tip_type, currency, store_id, driver_id, timestamps, amounts, fees, reference IDs), convert currencies to store default using daily FX rates, and apply store timezones for period/1099 alignment. Handle edge cases including voids, refunds, chargebacks, partial cancellations, and late post‑delivery tips. Provide a retryable dead‑letter queue, validation error reporting, and observability (metrics, logs) to ensure data completeness and integrity.

Acceptance Criteria
Configurable Tip Split Engine
"As a fleet owner, I want to configure how tips are split and simulate changes so that payouts are fair, transparent, and consistent across stores and shifts."
Description

Deliver a rules engine to calculate driver/store tip allocations based on configurable policies per store, team, or driver group. Support percentage and fixed splits, tiered/threshold logic, pooled tips by shift window, platform fee offsets, rounding rules, minimum guarantees, caps, and exception overrides. Rules must be versioned and effective‑dated, with retroactive recompute for backfilled data and a simulation mode to preview impacts before publishing. Persist computed allocations as line items with references to rule versions and provide clear breakdowns on each ledger row. Prevent invalid configurations with validation, offer rule change diffs, and maintain full transparency for defensible records.

Acceptance Criteria
Searchable Ledger UI
"As a dispatcher, I want to quickly find and review specific tip records and their breakdowns so that I can resolve driver questions and keep operations moving."
Description

Provide a responsive web and mobile ledger with fast, multi‑facet search and filtering by date range, driver, store, order ID, source, tip_type, split rule version, payout status, and adjustment flags. Enable full‑text search on order/driver/store references, column selection, sorting, pagination/infinite scroll, and saved views. Offer row‑level drill‑down showing source amounts, split breakdowns, applied rules, fees, and audit history. Support bulk selection for export, status updates, and adjustments with role‑based column visibility. Reflect new records and status changes in near real time with unobtrusive refresh indicators.

Acceptance Criteria
Tax‑Ready Exports and Reporting API
"As a bookkeeper, I want accurate, tax‑ready summaries and exports per driver and store so that I can complete 1099 preparation and monthly bookkeeping without manual reconciliation."
Description

Generate tax‑ready summaries and detailed exports by driver and store in CSV and PDF with configurable date ranges and fiscal/calendar year boundaries. Include gross tips, net after splits, adjustments, fees, payout totals, outstanding balances, and period subtotals suitable for 1099/booking workflows. Provide one‑click exports from saved views, scheduled deliveries via email/S3, checksum and gzip options, and consistent column schemas with data dictionary. Expose reporting endpoints (OAuth2, scoped tokens) to fetch summaries and line‑item details, plus webhooks for export job completion. Respect locale formatting, timezone normalization, and PII redaction options for sharing with accountants.

Acceptance Criteria
Payout Reconciliation and Status Tracking
"As a payroll coordinator, I want to reconcile tip payouts and track their status so that drivers are paid accurately and discrepancies are quickly resolved."
Description

Track payout lifecycle for each ledger item with statuses (Unpaid, Pending, Partially Paid, Paid, Failed, Reversed, Locked) and batch identifiers. Allow creation of payout batches with exportable remittance files and support import of bank/processor confirmations (CSV/API) to auto‑match payments by order/driver/amount/date with tolerances. Handle partial payouts, reversals, and adjustments with clear audit notes. Provide permissioned actions to mark/rollback statuses and lock periods post‑close to prevent drift. Surface reconciliation dashboards showing unmatched items, variance, and aging to reduce missed or duplicate payouts.

Acceptance Criteria
Audit Trail, Permissions, and Data Retention
"As a store owner, I want strict permissions and an audit trail so that tip records are secure, compliant, and defensible during disputes or audits."
Description

Implement role‑based access controls (Owner, Manager, Accountant, Driver) with store‑scoped permissions so that drivers only see their own tips, managers see assigned stores, and accountants access exports but not rule editing. Record an immutable audit trail for all material changes (ingested data, adjustments, rule edits, payout status changes) including who, when, before/after values, and source IP. Provide exportable audit logs for compliance and dispute resolution. Enforce encryption in transit and at rest, retention policies with configurable periods, and data deletion/anonymization flows to satisfy privacy requests while preserving financial aggregates where permissible.

Acceptance Criteria

SafeTip Shield

Built‑in fraud and dispute protection for gratuities: 3D Secure/SCA, risk scoring, velocity limits, and instant receipts. Configurable refund windows and small rolling reserves protect drivers from clawbacks while keeping customer support simple and fair.

Requirements

3D Secure/SCA Tip Authorization
"As a merchant admin, I want tips to use 3DS/SCA when required or risky so that I reduce fraud and chargeback liability without adding friction to every customer."
Description

Implement conditional 3D Secure (3DS) and Strong Customer Authentication (SCA) for gratuity payments across web and mobile checkouts. Flow should support frictionless and challenge modes based on card/network and regional rules, with fallback to step-up authentication on elevated risk signals. Integrate via provider-agnostic payment abstraction with tokenization, idempotency, and liability shift tracking. Store auth results, liability shift status, and challenge outcomes in the transaction record for downstream dispute handling. Provide configuration toggles per merchant for mandatory/optional 3DS, and auto-detection for regions requiring SCA. Ensure minimal UX friction by re-using existing customer session and payment method fingerprints within ZipTrail’s branded tracking pages and apps. Emit events and webhooks for auth status to drive real-time UI badges and receipts.

Acceptance Criteria
Tip Risk Scoring Engine
"As a fraud analyst or owner, I want an explainable risk score on each tip so that I can auto-enforce policies and quickly justify decisions to customers and banks."
Description

Build a real-time risk scoring service that evaluates each tip transaction using features such as device fingerprint, historical customer behavior, order value vs tip amount ratio, geolocation mismatch, card BIN risk, prior disputes, and delivery route anomalies from ZipTrail GPS data. Produce a normalized risk score with reason codes and thresholds mapped to actions (allow, step-up auth, hold in reserve, block). Provide merchant-configurable policies and thresholds. Persist scores and reasons to enable analytics and support case evidence. Expose score to dashboards and notifications to support staff. Continuously learn via feedback loops from disputes and refunds.

Acceptance Criteria
Velocity Limits for Gratuities
"As a merchant admin, I want to limit how many tips can be attempted or approved in a short period so that I prevent abuse and bot-driven gratuity fraud."
Description

Implement configurable velocity rules that cap tip attempts and approvals by dimensions such as customer account, card fingerprint, IP/device, driver, route, and merchant per time window (e.g., per hour/day/week). Support both soft-block (challenge or hold) and hard-block actions, with audit logs. Provide real-time counters and sliding window calculations with low latency. Add admin UI to define templates (e.g., max 3 tips per card per hour, max $200 tips per day per customer). Show clear customer-facing error or step-up prompts when limits are hit. Export limit events via webhook for external SIEM.

Acceptance Criteria
Instant Tip Receipt and Confirmation
"As a customer, I want an instant, detailed receipt for my tip so that I have proof of charge and clear information on how and when I can request a refund."
Description

Generate and deliver branded digital receipts immediately after tip authorization, including order reference, driver details, amount breakdown, last-four of card, authentication status, and refund window end time. Support delivery via SMS, email, and in-app push using ZipTrail notification infrastructure. Include a secure link for viewing receipt details and self-serve refund requests within allowed windows. Log delivery and open events for support visibility. Localize content and support ADA-compliant formats.

Acceptance Criteria
Configurable Tip Refund Window
"As a support agent, I want clear, enforced refund windows for tips so that I can process legitimate requests fairly while preventing late clawbacks that hurt drivers."
Description

Provide merchant-level settings to define a refund window for tips (e.g., 2 hours to 7 days) with options for full versus partial refunds, minimum refundable amounts, and automated cooldowns. Enforce windows at the API and UI, showing countdown timers in receipts and dashboards. Route refund requests through defined approvals for larger amounts or high-risk scores. Update driver earnings projections in real time upon refund submission and completion. Record complete audit trails and notify customers and drivers of outcomes.

Acceptance Criteria
Rolling Reserve on Tips
"As a driver, I want a small, transparent reserve on my tips with clear release dates so that I’m protected from sudden clawbacks without losing track of my earnings."
Description

Implement a configurable rolling reserve mechanism that withholds a small percentage of tip payouts for a defined period to cover potential disputes and refunds. Support tiered reserve percentages based on risk score, velocity events, or merchant history. Maintain a ledger with accrue, release, and adjustment entries, reconcilable to payment processor reports. Provide transparency to drivers and merchants via dashboards showing held amounts, release dates, and reasons. Automate scheduled releases and handle manual overrides with permissions and audit logging.

Acceptance Criteria
Dispute Evidence Auto-Pack and Webhooks
"As a support lead, I want disputes to trigger auto-assembled evidence with deadlines tracked so that we can respond quickly and improve win rates with minimal manual effort."
Description

Upon dispute notifications from processors, automatically compile an evidence package including 3DS/SCA results, receipt delivery proof, GPS delivery trace, customer communications, refund window policy, and driver handoff confirmation. Provide a review UI for support to add notes and submit within processor deadlines. Emit real-time webhooks and in-app alerts when disputes are opened, approaching deadlines, or resolved. Store outcomes to feed back into risk scoring and merchant reporting.

Acceptance Criteria

Top‑Up Window

Keep the tracking link tip‑enabled for a short, configurable period after delivery so recipients can add or increase a tip once they’ve confirmed a great experience. A gentle, branded reminder boosts total tips without pressure, improving earnings with zero dispatcher effort.

Requirements

Configurable Top-Up Window
"As a merchant admin, I want to set how long the tracking link allows tipping after delivery so that the feature aligns with my policies and customer experience."
Description

Provide organization-level settings to keep the tracking link tip-enabled for a defined period after delivery. The window is anchored to a clear delivery event (driver marks delivered and/or recipient confirms) and defaults to a safe value (e.g., 30 minutes) while allowing per-merchant overrides, per-region policies, and the ability to disable. The setting controls link state so live location is suppressed post-delivery while the tipping UI remains active until expiry. Include eligibility rules (e.g., exclude corporate/no-tip orders), time zone handling, audit logging of changes, and resilient behavior if delivery status is reversed or edited. Expose configuration via dashboard and API, and surface the window state to clients for consistent UI behavior across web and mobile.

Acceptance Criteria
Post-Delivery Tip UI on Tracking Link
"As a recipient, I want an easy, branded screen to add or increase a tip after delivery so that I can reward great service without pressure."
Description

Replace the live tracking view with a branded, accessible thank-you and tipping screen once delivery is complete. Present preset tip amounts and a custom entry with currency-aware validation, show optional lightweight satisfaction confirmation, and provide a clear dismiss path. Honor brand themes, localization, and responsiveness across devices. Ensure the link is secure and idempotent, suppress driver location and personal data, and persist minimal state to recover from refreshes. Emit client events for analytics and gracefully handle expired windows by showing a friendly timeout message.

Acceptance Criteria
Tip Payment Processing and Settlement
"As a merchant, I want post-delivery tips processed securely using the original payment context so that customers can tip with minimal friction and funds settle correctly."
Description

Process additional tips using the original order context with minimal friction. Reuse an existing payment token when available via merchant PSP integrations; otherwise support Apple Pay, Google Pay, and secure card entry via hosted fields. Enforce idempotency by order and request, support SCA/3DS when required, and respect currency and merchant country rules. Attach the tip to the original order for reconciliation, emit receipts via existing channels, and expose webhooks/events for merchants. Handle edge cases including partial authorizations, refunds/chargebacks, and voids, and record settlement metadata to ensure accurate driver allocation and ledgering.

Acceptance Criteria
Gentle Tip Reminder Notifications
"As a recipient, I want a polite reminder shortly after delivery so that I don’t forget to tip when I had a good experience."
Description

Send a single, polite reminder within the configured window via the merchant’s selected channels (SMS, email, push) only if a tip has not been added or can be increased. Use branded, localized templates with deep links to the tip screen, respect consent and quiet hours, and enforce frequency caps. Support rules for suppression (e.g., bad delivery outcomes) and retries on transient failures. Provide dashboard controls for timing, channel selection, and copy variants, and capture delivery/open/click metrics for performance tracking.

Acceptance Criteria
Driver Tip Allocation, Payout, and Reporting
"As a driver, I want additional tips automatically reflected in my earnings and payouts so that I can see and receive what I earned without manual follow-ups."
Description

Attribute top-up tips to the correct driver and order, update the earnings ledger in real time, and include the amounts in scheduled payouts. Support tip pooling or split rules where configured, and reflect changes in driver and dispatcher dashboards. Provide exports and webhooks for payroll/accounting systems, maintain a complete audit trail (who/when/how much), and handle corrections for driver reassignment, returns, or order cancellations. Ensure amounts are clearly separated from delivery fees and taxes per jurisdictional requirements.

Acceptance Criteria
Security, Privacy, and Abuse Controls
"As a compliance manager, I want safeguards that prevent fraud and protect customer data so that the top-up feature is secure and compliant."
Description

Protect the top-up flow with expiring, signed links, per-order tip caps, and rate limiting. Evaluate risk signals (IP/device, velocity, prior fraud) to selectively require CAPTCHA or 3DS challenges. Prevent post-delivery location leakage by disabling map updates and redacting sensitive data. Log access attempts, monitor anomalies, and alert on abuse patterns. Keep PCI scope minimized via tokenization and hosted fields, and meet GDPR/CCPA requirements for consent, data retention, and data subject requests.

Acceptance Criteria
Tip Uplift Analytics and Experimentation
"As a product manager, I want analytics and A/B testing for the top-up flow so that we can optimize tip conversion and quantify impact."
Description

Provide dashboards and APIs showing conversion rate, average top-up amount, time-to-tip, and reminder effectiveness, with segmentation by merchant, channel, and region. Define a clean event schema for view, click, add, and payment success, and support CSV export. Enable A/B testing of UI and reminder variants with rollout controls and statistical summaries, and report incremental revenue and driver earnings uplift to quantify impact.

Acceptance Criteria

Product Ideas

Innovative concepts that could enhance this product's value proposition.

Magic-Link Tracking

Send expiring, signed tracking links requiring no login; recipients tap once to see live driver dot and precise ETA. Cuts support calls and keeps privacy.

Idea

Duo-Code Handoff

Geofenced one-time codes for both driver and recipient confirm delivery within 30 meters, capturing photo and name for audit. Reduces disputes in regulated drops.

Idea

Rush Rebalance Engine

Auto reassigns stops when ETAs slip, using live GPS and prep times to balance loads and hit promised windows. Saves missed drops during dinner rush.

Idea

A/B SMS Studio

Build and test branded SMS templates per store; auto-pick winners by click and reply rates. Cuts “where’s my order” calls without extra staff.

Idea

SLA Hotspot Map

Visualize late deliveries by block and hour on a heatmap; get zone-level root causes and recommendations. Target coaching and shift planning where it matters.

Idea

QR Fast-Start

Drivers scan a QR to auto-install, join the right org, enable permissions, and run a 60‑second microtour. Slashes onboarding time on busy shifts.

Idea

Fleet Tip Wallets

Collect digital tips on tracking pages; auto-split to assigned drivers with instant payouts and exportable summaries. Boost earnings and retention for micro-fleets.

Idea

Press Coverage

Imagined press coverage for this groundbreaking product concept.

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