Order Journey
Description
The order journey is a complete lifecycle of an order, including all stages from its initiation to fulfillment, cancellation, or return-to-origin. It starts when a customer orders, which goes through various stages, such as invoiced, DP assigned, out for delivery, and canceled.
If issues arise, the journey may include exceptions like returns, cancellations, or exchanges, each requiring specific workflows. APIs power the journey and webhooks, enabling sellers to monitor and manage orders while providing customers real-time updates. Orders on Fynd Commerce come through various applications or storefronts in the Order Management System (OMS).
Types of Order Journey
The Order Journey in logistics is categorized into three key flows on the movement of goods:
Forward Flow
Forward Flow is the movement of goods from the seller to the customer. This is the most common order journey in logistics, where an order is placed, processed, and shipped to the customer’s address. It involves steps like order confirmation, picking, packing, and dispatching the goods for delivery.
RTO Flow
RTO Flow happens when a package is not delivered and is sent back to the seller. This can occur for various reasons, such as incorrect address details, multiple failed delivery attempts, or customer refusing to accept the package. In this case, the product is returned to the seller’s warehouse, where it is processed, and the order is either canceled or restocked depending on the seller’s policy.
Reverse Flow
Reverse Flow occurs when the customer returns the product to the seller after delivery. This process is part of reverse logistics. When a return is initiated, the seller picks up the product. Once the product is received, it undergoes an inspection to determine if it can be restocked, repaired, or refunded, depending on the condition and return policy.
Refer to OMS States which contains a list of possible OMS states.