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:
✔ Zero confusion
✔ Transparent order flow
✔ Consistent messaging
✔ Better customer trust
✔ 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:
✔ Provide ETA
✔ Coordinate with vendor
✔ Assist with payments
✔ Update when delayed
✔ Escalate when needed