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Customer Order Flow

This guide explains how a customer places an order and how the tenant team handles it after submission.

Customer Places an Order​

  1. Customer logs in through the client login page.
  2. Customer opens New Order.
  3. Customer selects the customer company and department where applicable.
  4. Customer fills service date, service time, pickup and drop-off details.
  5. Customer adds passenger details if required.
  6. Customer selects available add-ons and quantities if needed.
  7. Customer submits the order.

Tenant Reviews the Order​

After submission, tenant staff should:

  1. Open Orders.
  2. Review the new order details.
  3. Confirm route, passenger details, add-ons, and special requests.
  4. Accept or reject the order based on operational availability.

Orders that are not accepted should not move into operational actions such as driver assignment or completion.

Quotation Flow​

If quotation approval is required:

  1. Open the order.
  2. Go to Price Breakdown.
  3. Open or generate the quotation preview.
  4. Copy or send the public quotation link.
  5. Customer accepts or rejects from the public quotation page.
  6. Tenant admins receive notification of the response.

Quotation status is separate from operational order status.

Dispatch Flow​

After the order is accepted:

  1. Dispatch assigns driver and service timing.
  2. Stop remarks and special requests should be reviewed.
  3. Driver or dispatch updates stop progress.
  4. Completed orders are ready for billing.

If work starts but the order cannot complete all planned stops, the order should be treated as terminated rather than simply cancelled.

Billing Flow​

  1. Finance opens Invoices.
  2. Select accepted/completed billable orders.
  3. Generate invoice by customer and issue date.
  4. Send billing email or download documents.
  5. Receive payment in Receivables.
  6. Reconcile payment in Bank Reconciliation.

Customer Communication​

Orders and Dispatch include WhatsApp actions when passenger phone or customer group link is configured. Templates are managed in Profile -> Communication.