Back to Documentation
Payment and Order Process

End-to-End Order Process — From the Customer and Store Perspective

The complete journey of an order, from adding products to the basket through delivery, from both the customer and store perspective.

From the Customer's Perspective

  1. Basket: The customer adds products to the basket. The shipping fee or free-shipping threshold is displayed in the basket.
  2. Checkout: The customer enters delivery information; registered customers can select one of their saved addresses. They choose a payment method, apply a coupon where available, and may consent to receiving order updates through WhatsApp.
  3. Payment: Card payments are completed immediately. If Bank Transfer/EFT is selected, the payment and receipt-upload process is followed.
  4. Tracking: The customer receives Payment Received → Preparing → Shipped → Delivered notifications through the selected channel. The tracking number is sent during the shipping stage, and the order status can be monitored from the customer account.
  5. After delivery: The customer can review the product and create a return request where necessary.

From the Store's Perspective

  1. Notification: The new-order notification is delivered through the channels configured in the Notification Routing Matrix.
  2. Payment check: Card orders are marked Paid automatically. For Bank Transfer/EFT orders, you review the receipt and approve the payment manually.
  3. Preparation: You package the product and move the order status through the operational workflow.
  4. Shipping: When you set the order to Ready for Shipment and select the carrier, the active integration creates the shipment record and tracking number automatically.
  5. Completion: The order is completed when delivery is confirmed. If the e-Invoice module is installed, you can create the document using Issue e-Invoice.

Automations That Strengthen the Process

  • Stock: Stock decreases automatically when payment is received and is restored when the order is cancelled.
  • Notifications: At each status transition, the relevant parties are informed automatically through the enabled channels.
  • WhatsApp assistant: It can answer questions such as “Where is my order?” even when the store team is unavailable.
  • Abandoned cart: Incomplete purchases are detected automatically and included in the reminder process.