RCA: Custom Clickpost Generated Label Issue

Summary
On 20 August 2026, an issue with the shipping label configuration caused custom Clickpost-generated shipment labels to be generated using an incorrect label configuration.

The issue affected labels generated between approximately 2:20 p.m. and 3:20 p.m. IST. Order creation and shipment tracking were not affected.

Customer impact
Customers using labels generated by Clickpost were affected during this window. If you did not generate a label between 2:20 pm to 3:30 pm IST, there was no impact on your flows.

The affected labels were regenerated using the correct shipping label configuration and the required courier response data.

Root cause
The issue was caused by a fault in the internal Cweijan Database Client JDBC extension used to edit the shipping label configuration. The update was intended to change the configuration for a single account, but the tool applied an unintended unscoped change that temporarily overwrote the configuration across the affected shipping label configuration records.

This caused custom Clickpost-generated shipments to use the default Clickpost label configuration during the incident window.

Resolution
The correct shipping label configuration was restored from a backup. The affected labels were then regenerated with the restored configuration and the required courier response data.

By 18:37 IST on 20 August 2026, the team had confirmed that the affected labels had been restored successfully.

Preventive actions
- Added safeguards to detect and prevent updates that could affect an unexpectedly large number of records: introduced a maker checker policy for any config change.
- Improve the label-regeneration API so that it is generic, supports bulk processing, and is idempotent.

Current status
The shipping label configuration has been restored at 3:20 pm, and the affected labels have been regenerated successfully and shared with respective merchants.

The issue has been resolved

We are currently experiencing an issue with ClickPost Custom Labels, due to which the default ClickPost labels are being passed instead of the configured custom labels.

The team is proactively working on resolving the issue.