Use this article to compare the Ingrid products, see which features are included in each Ingrid tier (Essential, Premium and Enterprise), and find out which features are on the Ingrid roadmap.
This article is for retailers choosing an Ingrid tier and for existing Ingrid customers checking what their tier includes. Ingrid helps retailers turn delivery into a competitive advantage, from the first address a shopper types to the last return they send back. For a tailored scope and pricing, talk to your Ingrid contact.
Already an Ingrid customer and wondering where to begin? Start at Getting started. For how an Ingrid project runs, from scoping to go-live, see Implementation.
About roadmap items
This guide includes roadmap items, marked (roadmap item*). A roadmap item is on our roadmap and has no confirmed delivery date. Ingrid may change or remove roadmap items at any time. Contact your account manager for the latest status.
The Ingrid products at a glance
The table below lists the six Ingrid products and what each Ingrid product covers.
Product | What it covers |
Identify | Contact and address capture: autocomplete, validation and localized address forms |
Promise | The delivery promise in checkout: delivery options, pricing rules, pickup points and delivery times |
Engage | Post-purchase: order tracking, notifications and tools for your service team |
Transport | Carrier booking and shipping: carrier network, allocation, labels, customs and manifests |
Care | Returns, exchanges and claims |
Analytics | Reporting across Promise, Engage, Transport and Care |
Each product section below lists the features available today and the features on our roadmap, grouped by the tier where they are first included. Higher tiers include everything in the tiers below them.
Identify
Identify captures and validates contact and address details as shoppers type, so every order has a usable address for carrier booking and successful delivery.
Why it matters: fewer failed deliveries and faster checkouts, because addresses are complete and correct from the start.
The table below shows the Ingrid Identify features included in each tier. Features marked roadmap item are planned and have no confirmed delivery date.
Essential | Premium adds | Enterprise adds |
|
|
|
Promise
Promise builds the delivery promise shoppers see in checkout: intelligent, personalized delivery options based on live carrier, location and fulfillment data and your own delivery rules.
Why it matters: higher conversion, average order value and repeat purchases, by giving shoppers flexible, relevant delivery options at the point of decision.
The table below shows the Ingrid Promise features included in each tier. Features marked roadmap item are planned and have no confirmed delivery date.
Essential | Premium adds | Enterprise adds |
|
|
|
Available as add-ons: bulk delivery promise logic via CLI (command-line interface) · personalized return promise
Engage
Engage covers everything after the order: real-time tracking across carriers, proactive shopper notifications, and tools that help your service team answer delivery questions.
Why it matters: fewer "where is my order?" requests and lower support costs, while you own a branded post-purchase experience.
The table below shows the Ingrid Engage features included in each tier. Features marked roadmap item are planned and have no confirmed delivery date.
Essential | Premium adds | Enterprise adds |
|
|
|
Communication scenarios: 6 | Communication scenarios: 10 | Communication scenarios: unlimited |
Transport
Transport is a cloud-based transportation management system (TMS). It connects you to a broad carrier network and handles booking, labels, customs documents and manifests in one place.
Why it matters: lower cost and less complexity in carrier management, so teams can book, optimize and scale shipments without operational drag.
The table below shows the Ingrid Transport features included in each tier. Features marked roadmap item are planned and have no confirmed delivery date.
Essential | Premium adds | Enterprise adds |
|
|
|
Available as add-ons: in-store operations app · post-manifest booking cancellation
Care
Care lets shoppers start returns, exchanges and claims themselves in a branded portal, while your team controls the rules, fees, refunds and return delivery behind it.
Why it matters: returns become a managed commercial process instead of a cost center, protecting margin and keeping revenue through exchanges.
The table below shows the Ingrid Care features included in each tier. Features marked roadmap item are planned and have no confirmed delivery date.
Essential | Premium adds | Enterprise adds |
|
|
|
Available as add-ons: EU withdrawal requests (included with Engage) · personalized instant exchanges (roadmap item*) · recommerce (roadmap item*) · secured instant exchanges (roadmap item*)
Analytics
Analytics gives you reporting across the delivery journey in one place, so you can make checkout, transport and returns decisions based on evidence rather than instinct.
Promise: checkout conversion, order and session volume, delivery fees and cart value, carrier product performance, delivery promise reporting
Engage: delivery timing, fulfillment performance, tracking volume and engagement, notification delivery, post-delivery returns
Transport: booking volume, booking-to-fulfillment timing, parcel fulfillment volume
Care: return volumes and trends, return values and refunds, complaint outcomes, product-level and SKU-level (stock keeping unit) return reasons
Each product also includes its own analytics (Promise analytics, Engage analytics, Transport analytics and Care analytics) in every tier. Your Ingrid contact can confirm which tier includes the full Analytics reporting for your setup.
Why it matters: a single view of performance across orders, shipments and returns, so cost and efficiency opportunities surface faster.
Support and service levels
The table below shows the Ingrid support and service levels included in each tier. Rows marked Roadmap item are planned and have no confirmed delivery date.
| Essential | Premium | Enterprise |
Response and resolution SLA (service level agreement) | Standard | Standard | Custom |
Self-service knowledge center | ✓ | ✓ | ✓ |
Dedicated Customer Success Manager | – | ✓ | ✓ |
Expert services | – | ✓ | ✓ |
Office hour phone support | – | ✓ | ✓ |
Quarterly business reviews | – | ✓ | ✓ |
24/7 email support | – | – | ✓ |
24/7 on-call support | – | – | ✓ |
Dedicated Slack support | – | – | ✓ |
Annual product workshops | – | – | Roadmap item* |
Dedicated Technical Architect | – | – | Roadmap item* |
Feature request priority | – | – | Roadmap item* |
Performance and security
The table below shows the Ingrid performance and security guarantees included in each tier. Rows marked Roadmap item are planned and have no confirmed delivery date.
| Essential | Premium | Enterprise |
Uptime guarantee | 99.5% | 99.99% | Custom |
Response time guarantee | 1000 ms | 500 ms | Custom |
Technical environments | 1 | 2 | 4 |
Load testing | – | ✓ | ✓ |
Roles and permissions | – | ✓ | ✓ |
Enterprise SSO (single sign-on) | – | – | ✓ |
Annual security reviews | – | – | Roadmap item* |
Choosing your tier
Essential covers the core of each product: everything you need to capture addresses, show a delivery promise, track orders, book carriers and handle returns.
Premium adds optimization and control: A/B testing, proactive notifications, no-code allocation rules, customs documents, claims, and a dedicated Customer Success Manager.
Enterprise adds scale and customization: profit-optimized delivery, split delivery and ship from store, advanced booking automation, return fees and fraud detection, 24/7 support and custom service levels.
The right tier depends on your delivery strategy, volumes and the capabilities you need. Your Ingrid contact will walk you through what's included and tailor the scope and pricing to you.
Ready to get going? Getting started shows you where to begin, and Implementation covers how a project runs from scoping to go-live.