Fulfillment
Fulfilment is the first internal process after an order is received, performed by the handling branch before the order is ready for delivery.
What is fulfillment and what are its steps (verify → payment check → stock check → pack → ready)?
Fulfilment is the first internal process after an order is received, performed by the handling branch before the order is ready for delivery.
How is each fulfillment step timed and attributed to a staff member?
Each fulfilment step is an instance (a fulfilment task) that records who performed it and when it started and completed, from which its duration is computed.
Why is fulfillment speed a key KPI, and where do breaches surface?
Fulfilment speed — how long each step and the whole process takes — is a key performance indicator because it directly affects customer experience and throughput.
How is the internal step sequence configured per deployment?
The fulfilment step sequence is configurable per deployment: an admin defines the steps, their order, and which are required (via a Fulfilment Steps configuration).
What happens when payment is not yet confirmed at verification?
If payment isn't yet confirmed at the verification/payment-check step, the order is held — it is not packed until payment is confirmed or it's explicitly flagged as COD.
How is a stock mismatch found during picking handled (substitute, partial, reassign, refund)?
If a stock mismatch is discovered during picking (the system says it's there but it isn't), the situation is flagged and the operator is offered options: substitute an equivalent item,…
How is damaged stock found at packing handled?
If a unit is found damaged at packing, it's rejected, and the system pulls a replacement or triggers a restock/refund path.
How does item substitution work (e.g. grocery) with configurable customer approval?
For categories like groceries where exact items may be unavailable, the system supports substitution: offering an approved equivalent, with a configurable customer-approval rule (the…
How is an order split into multiple packages, each tracked independently?
A single order can be split into multiple packages (parcels), each tracked independently under the one order.
How is packer reassignment handled while the KPI clock continues?
If a packer becomes unavailable, the fulfilment task can be reassigned to another staffer, and the KPI clock continues (with the hand-over recorded) rather than resetting.
How are fragile/cold-chain/special-handling items flagged?
Items needing special handling — fragile, cold-chain, or otherwise — are flagged on the pick list and at the packaging step, so staff know to handle them appropriately (extra protection,…
What happens when an order is verified as illegitimate?
If an order is verified as illegitimate during fulfilment, it's rejected/held and routed to fraud review, with admin notified — it doesn't proceed to packing or delivery.
How is fulfillment from another branch handled when the chosen branch is out of stock?
When the chosen branch is out of stock but another branch has the item, the order (or the affected portion) is transferred to that branch to fulfil, and the **master data is…