Suqva Help centre← Order journey guide

Order placement → Delivery

Follow the complete order process: who handles each step, how payments and stock reservations work, and what happens with delivery, pickup, cancellations and returns.

1. Who handles each step?

ORDER JOURNEYFrom checkout to handover · Follow the arrows
Delivery: from checkout to receiving the orderFollow the numbered steps through Customer, Payment, Store staff and Courier. Staff assign a courier; the order goes On the way and is marked Delivered after handover.CUSTOMERWebsite or appPAYMENTChosen methodSTORE STAFFAdmin workspaceCOURIERDelivery appPending orderAssign courierHandover1Review cartProducts and quantities2CheckoutAddress or pickup · Total3Payment choicePay online or on receipt4Confirm orderStatus: Confirmed5Prepare itemsStaff task · Pack the order6Assigned deliveryCheck order details7On the wayTake order to the customer8Order receivedStatus: Delivered
  1. Customer1. Review cart

    Check products and quantities.

  2. Customer2. Checkout

    Choose an address or pickup location and review the total.

  3. Payment3. Choose payment

    Pay online or choose payment on receipt. Submit the order.

  4. Store staff4. Confirm order

    Review the Pending order and record Confirmed.

  5. Store staff5. Prepare items

    Pick and pack the products.

  6. Courier6. Assigned delivery

    Check the order and delivery address.

  7. Courier7. On the way

    Take the order to the customer.

  8. Courier8. Complete handover

    Hand over the order, then record Delivered.

CustomerPaymentStore staffCourier

Follow the arrows and numbered steps. On a phone, follow the vertical steps or expand the full lane diagram. Preparing items is a staff task; payment status and order status are separate.

Checkout →Order management →Assign a courier →Delivery handover →Pickup locations →Returns and refunds →Download delivery diagram ↓Download pickup diagram ↓
Order journey

2. Payment and stock logic

Follow the arrows. On small screens, scroll across the map. Stock is reserved at order creation; accepted online payment and COD activation keep the reservation for fulfilment.

ValidInvalidCOD activationOnline / walletCOD readyReservation unavailablePayment receivedNo completed payment15-minute hold expiresHold validHold lost / expiredCustomer submits checkoutSign-in, products, quantitiesAddress / pickup, coupon, totalValidate final orderPrice, stock and service areaPayment option must be enabledCreate Pending orderPayment: Unpaid · Stock heldInitial hold expires in 15 minutesChoose payment routeCash on delivery, onlineor wallet creditCorrect checkoutNo accepted order from invalidinput; review and submit againActivate cash on deliveryValidate activation and stockActive order · Unpaid · No expiryComplete online / walletVerify accepted paymentDuplicate payment is not repeatedPayment unfinishedRetry while the hold is validDo not treat a redirect as paymentCancel expired checkoutOnly inactive, unpaid holdsRelease reserved stockRecheck stock holdAccepted payment sets PaidCheck the hold before fulfilmentLate payment exceptionReject order · Credit walletRelease stock; no card-refund claimReady for staff reviewPaid order or active COD orderPending until staff confirmationConfirm → FulfilKeep stock held for fulfilmentUse delivery or pickup routeKeep payment separateTrack Paid / Unpaid separatelyfrom the order lifecycle

3. Fulfilment and exception paths

YesDeliveredPickupCollected · Staff completionCancel / reject if allowedReturnPendingStaff review orderPayment remains separateConfirmedRecheck and keep stock holdPrepare items: operational taskPrepare and packCheck items and quantitiesSelect delivery or pickupDelivery route?Delivery needs an assignedcourier; pickup does notAssigned courierCourier can view own orderStaff record On the wayCourier completesOnly own On-the-way orderUnpaid without a payment record → PaidCustomer pickupCustomer visits chosen outletStaff mark order DeliveredDeliveredStock is fulfilled, not releasedPayment still has its own recordCancel / rejectReason required; release stockRecorded payment → wallet creditReturned / return entryDelivered → Returned allowedReturn entry and refund separate

4. Order status changes

Current statusAllowed next statuses
PendingConfirmed · Cancelled · Rejected
ConfirmedOn the way · Delivered · Cancelled · Rejected
On the wayDelivered · Cancelled
DeliveredReturned
Cancelled / Rejected / ReturnedFinal status

Selecting the same status again leaves the order unchanged. “Prepare items”, “Assigned courier”, “Ready for pickup” and “Collected” are tasks or descriptions, not additional recorded statuses. Pickup uses Confirmed → Delivered.

5. Payments, cancellations and refunds

  • At checkout, the store checks product availability, quantities, prices, your delivery area or pickup location, and the payment option.
  • A newly placed, unpaid order initially holds stock for 15 minutes. Accepted online or wallet payment, or successful cash-on-delivery activation, keeps the stock reserved for fulfilment. An expired inactive checkout releases its stock.
  • An online payment must be confirmed before the order is treated as paid. Returning to the store from a payment page alone does not confirm payment.
  • If payment arrives after the stock reservation has expired or been lost, the order is rejected and the amount is credited to the customer wallet once.
  • Cancelling or rejecting an order releases reserved stock. If a payment has been recorded, this cancellation flow credits the customer wallet once. It does not automatically send money back to the original bank card.
  • For delivery, staff assign a courier and record On the way. The assigned courier can complete the order after handover. If the order is Unpaid and has no recorded payment transaction, courier completion records it as Paid.
  • For pickup, the customer collects from the selected outlet and staff mark the order Delivered. Staff must separately check that the payment record matches the money received.
  • Delivered fulfils the reserved stock. Marking an order Returned does not automatically restock the items or issue a refund. Review the return record, stock and payment adjustment separately.
  • Order status and payment status are separate. Review both when answering a customer enquiry. Email, SMS and push updates are sent when enabled; a failed message does not undo an order or payment.