Order Tracking & Customer Notifications
For Sales, CX, Vendor Ops, Marketing & Support Teams
1. Purpose of This SOP
To define:
How customers track their order
What statuses appear internally & externally
What notifications we send at each step
How CX should update customers manually
How Ops should manage vendor assignments
What triggers SMS/WhatsApp/App notifications
Goal:
âś” Zero confusion
âś” Transparent order flow
âś” Consistent messaging
âś” Better customer trust
âś” Improved SLA handling
2. Complete Order Status Flow (Customer Journey)
Here is the full tracking flow visible to customers:
Order Created
Vendor Assigned
Vendor En Route
Vendor Arrived
Inspection in Progress
Final Price Generated
Payment Sent (OTP Generated)
Order Completed – Payment Successful
If unsuccessful:
→ Order Failed / Cancelled / Customer Rejected Price
3. Internal Status Mapping (Admin Panel)
Internal system statuses:
Created
Pending Vendor Assignment
Assigned
Vendor Accepted
Vendor En Route
At Location
Inspection Started
Inspection Completed
Payment Initiated
Payment Successful
Completed
Customer Rejected / Vendor Failed / Unable to Reach
These trigger customer-facing notifications.
4. Customer Notifications (Automated)
Customers receive SMS + WhatsApp + App notification at key events.
A. Order Creation
Trigger: Customer places order
Message:
“Your order has been created! Your vendor partner will contact you soon for pickup.”
B. Vendor Assigned
Trigger: Vendor unlocks order
Message:
“A pickup partner has been assigned. They will call you shortly to confirm timings.”
C. Vendor En Route
Trigger: Vendor taps “Start Trip”
Message:
“Your pickup partner is on the way.”
D. Vendor Arrival
Trigger: Vendor taps “Arrived”
Message:
“Your pickup partner has arrived at your location.”
E. Final Price Ready
Trigger: Vendor completes inspection
Message:
“Final price for your device is ready. Please confirm to proceed with payment.”
F. OTP Payment
Trigger: Vendor initiates payment
Message:
“Your payment OTP is XXXXXX. Share it with the pickup partner to complete payment.”
G. Payment Success / Order Completion
Trigger: Payment processed
Message:
“Payment successful! Thank you for selling your device on Cashkr.”
H. Order Failed / Customer Rejected
Trigger: Vendor selects failure option
Message:
“Your order could not be completed. No worries—create another order anytime.”
5. Customer Tracking Options
Customers can track orders via:
A. SMS / WhatsApp Links
Direct link to order tracking page.
B. App Order History
“My Orders” → See live status → Vendor details.
C. Customer Support (CX Team)
CX can fetch:
Vendor name
Vendor contact
Current status
ETA
Payment verification
6. How CX Should Handle Tracking Queries
A. “Where is my vendor?”
Check status:
If “Assigned” → Vendor has order but hasn’t called yet
If “En Route” → Share ETA
If “Accepted but not en route” → Call vendor and update customer
Script:
“I’ve checked your order—your pickup partner will reach you shortly. I’ll keep you updated.”
B. “Why is my order still waiting for vendor?”
Possible reasons:
Low vendor availability
High rush
Remote area
CX Steps:
Tag Vendor Ops
Try alternative vendor
Provide time estimate
Script:
“We’re assigning the best available partner. Please allow us a short time—we’ll update you soon.”
C. “Vendor is late”
Steps:
Call vendor
Confirm ETA
Reassign if vendor unavailable
Script:
“I apologize for the delay. I’m coordinating with your pickup partner right now.”
D. “Payment not received but vendor left”
Steps:
Check payment logs
Verify transaction
Escalate to Finance if needed
Script:
“I’m checking the transaction right now. You will receive confirmation shortly.”
7. Manual Notifications (CX Action)
CX must manually notify customers in cases like:
Vendor reassignment
Vendor failure
Delay due to traffic
Price dispute review
Return flow
Payment verification
Template:
“We’re updating your order status. Our team is reviewing the situation and will update you shortly.”
8. Internal SLA for Notifications
Stage | SLA to Notify Customer |
|---|---|
Vendor Assigned | Within 5 minutes |
Vendor Delayed | 10–20 minutes |
Vendor Reassigned | Immediate |
Final Price Ready | Instant |
Payment Completed | Instant |
Order Failed | Within 15 minutes |
9. CX Escalation Rules
Escalate to Vendor Ops when:
Vendor unreachable
Vendor delays >30 minutes
Customer unsafe
Vendor misbehaviour
Wrong inspection
Escalate to Finance when:
Payment stuck
Double deduction
Payment not received in bank
Escalate to Tech when:
Status not updating
App showing errors
Wrong notifications triggered
10. Common Issues & Resolutions
A. Customer Didn’t Receive Notifications
Ask customer to:
Check spam
Check WhatsApp blocked status
Check SMS network
Reinstall App
If still unresolved → Tech escalation.
B. Vendor Assigned but Didn’t Call
Call vendor
Confirm ETA
Reassign if needed
C. Order Stuck on a Status
Admin Panel → Refresh → Check vendor updates
If still stuck → Ask vendor to update from app → Tech escalation.
D. Customer Wants Live Tracking
Share vendor’s contact number & ETA (only after assignment).
11. One-Page Summary (Training Card)
Order Flow:
Created → Assigned → En Route → Arrived → Inspection → Final Price → OTP Payment → Completed
Automatic Notifications Sent At:
Order Created
Vendor Assigned
Vendor En Route
Arrival
Final Price
OTP Payment
Completion / Failure
CX Should:
âś” Provide ETA
âś” Coordinate with vendor
âś” Assist with payments
âś” Update when delayed
âś” Escalate when needed