Order Processing Workflow
IntiMind Private Limited – Order Processing Workflow
- Order Placement
- Customer places an order via website/app.
- Order details captured: Product(s), quantity, price, shipping address, contact info, payment method.
Automatic order confirmation email/SMS sent to customer with order ID and summary
- Payment Verification
- Prepaid Orders:
- Payment gateway confirms successful transaction.
- Order moves to processing stage.
- Cash on Delivery (COD):
- Verify customer address and eligibility for COD.
- Flag order as “COD – Pending Payment.”
- Order Verification & Validation
- Check for:
- Product availability in inventory
- Correct shipping address and contact info
- Any special instructions (gift wrap, personalization, etc.)
- If issues are found, customer support contacts the customer within 12 hours.
- Order Processing / Packing
- Warehouse team picks products from inventory.
- Products inspected for quality and accuracy.
- Items packed securely with:
- Protective packaging
- Invoice/order slip included
- Return/exchange instructions included
- Shipment & Courier Assignment
- Assign courier partner based on:
- Delivery location
- Preferred shipping method (Standard / Express / COD)
- Generate tracking number and update order system.
- Notify customer with:
- Courier name
- Tracking number
- Estimated delivery date
- Shipping & Delivery
- Courier delivers package to customer.
- Delivery attempts: Maximum 2 attempts.
- Customer receives delivery confirmation via SMS/email.
- In case of failed delivery, package returned to warehouse; customer support contacts customer for re-delivery (additional charges may apply).
- Post-Delivery & Customer Feedback
- Customer confirms receipt; optionally, collect feedback or product rating.
- Update order status in system to Completed.
- Returns / Refund / Exchange Handling (if applicable)
- Customer initiates return/exchange via email/app within 14 days.
- Return request verified (product condition, eligibility).
- Warehouse inspects returned item.
- Refund / replacement processed:
- Refund credited to original payment method (within 7–10 business days).
- Replacement dispatched immediately after verification.
- Exception Handling
- Out-of-stock items: Notify customer within 12 hours; offer alternatives or cancellation.
- Damaged shipments: Customer reports within 24 hours; replacement/refund processed promptly.
- Delayed shipments: Customer notified proactively; extended delivery timelines explained.
Optional Enhancements
- Integrate automated order management system (OMS) for real-time tracking.
- SMS/email triggers at each step: Order Placed → Payment Confirmed → Packed → Shipped → Delivered.
- Dashboard for warehouse & logistics teams for priority handling of express or COD orders.