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How it works · Flow F7

From order to doorstep, return and review

Orders from web, POS, ONDC or WhatsApp move through payment, stock reservation, pick-pack, carrier selection, e-way bill, tracking, delivery, returns and loyalty.

What the Order to delivery flow does

Order to Delivery runs the physical side of selling.

An order arrives from the web store, a POS, ONDC or WhatsApp. Payment is taken or COD is recorded. Stock is reserved and picked and packed from warehouse bins. A carrier selection agent proposes the carrier. An e-way bill is generated where it applies. The shipment is tracked to delivery and proof of delivery.

If the customer returns the item or it arrives damaged, the returns flow runs. A refund is R4 and needs a human. Loyalty points are credited and a review request goes out.

Commerce (Online Store, POS) and Operations (Inventory, Supply Chain) are planned for W4 and later. No Commerce Action is exposed before Year 3.

Every step on this page is an Action: a typed verb with a risk tier (R0 read-only to R4 irreversible or financial), a permission check and a reversibility class. Agents and humans call the same Actions, so the same approval rules apply whether a person clicks a button or a Digital Employee acts.

Order to delivery, step by step

Twelve steps from order to review.

  1. 1

    1. Order received

    **Commerce · Online Store · POS · ONDC · WhatsApp channel.** Any channel creates one order.

  2. 2

    2. Payment or COD

    **Finance · Payments Hub.** Payment is captured via a licensed gateway, or COD is recorded.

  3. 3

    3. Stock reservation

    **Operations · Inventory & Warehouse.** Stock is reserved against the order.

  4. 4

    4. Pick and pack

    **Inventory & Warehouse.** Items are picked from bins and packed.

  5. 5

    5. Carrier selection

    **Carrier selection agent (Operations).** Proposes the carrier on cost, SLA and serviceability.

  6. 6

    6. E-way bill if applicable

    **Finance · Tax Engine.** Generates the e-way bill where rules require it (verify).

  7. 7

    7. Shipment tracking

    **Operations · Supply Chain & Logistics.** Tracking updates flow back to the order.

  8. 8

    8. Delivery and proof of delivery

    **Operations.** Delivery is confirmed with POD.

  9. 9

    9. Returns and damage flow

    **Commerce · Service Desk.** Returns and damage claims are logged and inspected.

  10. 10

    10. Refund (R4)

    **Human gate.** Refunds are R4 and always need human approval.

  11. 11

    11. Loyalty points

    **Marketing · Loyalty.** Points are credited.

  12. 12

    12. Review request

    **Marketing · Review Response Agent.** A review request is sent, with no incentives for reviews.

KPIs

ItemDetail
KPIsOrder cycle time, fill rate, return rate, damage rate, delivery SLA

Wave

Commerce and Operations are planned for W4 (Year 3). This flow is not part of the Year-1 product.

Apps involved

Each step runs as a typed, permissioned Action inside one of these apps. Nothing happens outside the Action contract.

Commerce

Online Store and POS capture orders; the shared Order Book keeps one order across channels.

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Operations

Inventory & Warehouse reserves, picks and packs; Supply Chain & Logistics tracks shipments.

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Finance

Payments Hub, Billing and Tax Engine handle payment, refunds and e-way bills.

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Marketing

Loyalty and review requests close the loop.

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Service Desk

Handles return and damage requests.

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Questions about this flow

Can an agent issue a refund?

No. Refunds are R4 Actions and always need a human approval.

Does One3 support ONDC?

ONDC seller onboarding is part of the India Stack plan for Commerce in W4. Protocol details are items to verify.

Who picks the carrier?

A carrier selection agent proposes one. Policy decides whether it can act alone or needs approval.

Are e-way bills generated automatically?

They are planned where applicable, through the Tax Engine. Rules and thresholds are verify items.

When is this flow planned?

W4, in Year 3. No Commerce Action is exposed before then.

Talk to us about commerce

Retail and D2C teams can help scope the Year-3 commerce flow now.

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Apps involved

Where this happens in One3

Marketing

Consented, measurable marketing across WhatsApp, email, search, ads and social

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Service Desk

Support on every channel, resolved on the same customer, invoice and order records

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Finance

Bill, collect, pay, account, plan and comply on the records your business already keeps

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Operations

Buy, stock, make, move, maintain and service physical goods on one Item master

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Commerce

One catalogue, one stock position and one order book for every place you sell

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