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E-commerce logistics · Xpressbees
Cutting delivery fraud at Xpressbees: ₹1.5 Cr saved every month
A fraud-reduction programme that cut unverified non-delivery reasons by 99% — alongside OTP, call masking and PII protections that made deliveries safer for customers.
₹1.5 Crsaved per month
The problem
When a shipment isn't delivered, the delivery attempt is closed with a non-delivery reason (NDR). Reasons that couldn't be verified were costing the business money, hurting customer experience and making delivery data unreliable.
What I did
- Launched fraud-reduction controls so non-delivery reasons had to be verified, not just recorded.
- Re-engineered OTP delivery for resilience, lifting success to 99.5%.
- Introduced call masking so customers and delivery staff could talk without exposing phone numbers.
- Implemented PII encryption across consumer data.
- Led a team of 7 product managers across consumer experience verticals to deliver these alongside the core roadmap.
Outcome
- 99% decline in unverified non-delivery reasons, saving ₹1.5 Cr every month.
- OTP failures down 90% and OTP-related complaints down 85%.
- Harassment incidents down 90%, with user trust up 75%.
- 100% PII compliance, reducing estimated data-breach risk by 60%.
Working on a similar problem?
I'm open to senior product roles and select consulting work.