# 9 Internal Workflows

In this section, we identify workflows to manifest some of the main services. These may be enhanced or customized as needed for specific implementation needs. The following common preconditions may need to be met before utilizing these services:

Entities are registered and active in the system.

Currently, acting entities will be logged in the system and have sufficient roles to act.

The Initiator Building Block and the target block must be registered in the system as network participants with status as subscribed and should be active.

This section captures the example workflows that may take place between internal functional blocks to orchestrate key functionalities for a minimum viable product as follows. The exact workflows may be decided depending on implementation time considerations.

* User search for product/service from a provider platform.
* Viewing an item from the provider catalog.
* Inventory management.
* Selection of the product.
* Initiation of the purchase request.
* Confirmation of the order.
* Checking the status of the order.
* Cancellation of the order.
* Tracking of an active order.
* Feedback for an order.
* support for an order.
* Catalog management.

## 9 Order Lifecycle Workflows

### 9.1 Searching for Items

The search flow allows consumers to search for available products or services. When a consumer initiates a search request, the catalog providers relevant products or services available respond to the search request by sending back detailed information about their offerings. This includes product details such as descriptions, images, specifications, prices, and any applicable offers or promotions.

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Catalog Management
end
consumer-->>consumer interface: search
consumer interface->>Catalog Management:declare search intent
Catalog Management->>consumer interface:return catalog
consumer interface-->>consumer:view search results" %}

### 9.2 Catalog Management

This allows the creation of a catalog for a product or a service based on the request made by the user. This allows users to update the catalogs of a product or service. New attributes can be added or removed from a catalog.

Users while searching for products can request the catalog of the product or the services, and the platform will fetch and serve back user with the required catalog.

{% @mermaid/diagram content="sequenceDiagram
UI->>consumer platform interface: catalog
consumer platform interface->>provider platform interface: catalog
provider platform interface->>Catalog:catalog
provider platform interface->>consumer platform interface: on\_catalog
consumer platform interface->>UI: catalog Response" %}

### 9.3 Inventory Management

This enables users to manage inventory of the products also they can add or remove products from the inventory.

{% @mermaid/diagram content="sequenceDiagram

Admin UI->>provider interface: fetch inventory list
provider interface->>Inventory: fetch inventory list
Inventory->>provider interface: return inventory list
provider interface->>Admin UI:Return invetory list" %}

### 9.4 Quotation Management

The consumer utilizes the internal workflow within the platform to explore and select from a range of available offers and attributes. These choices have an impact on the pricing, as different combinations can result in varying costs.

Once the consumer has made their selections, the consumer platform sends a request to the provider platform. The purpose of this request is to validate the chosen offers and attributes against the provider's system.

The provider platform conducts the necessary validation checks to ensure the selected offers and attributes are accurate and permissible. If any discrepancies or changes are identified, the provider platform communicates this information back to the consumer.

Upon receiving the feedback from the provider platform, the consumer can review the changes and make any necessary adjustments or confirm the modified selections.

This internal workflow allows the consumer to have control and flexibility in selecting offers and attributes, while also ensuring that the provider's systems validate the choices for accuracy and feasibility.

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Quotation Management
participant Inventory Management
end
consumer-->>consumer interface: select items <br/> from catalog
consumer interface->>Quotation Management:request <br/> quote
Quotation Management->>Inventory Management: check availability
Inventory Management->>Quotation Management: return availability
Quotation Management->>consumer interface:return quote <br/> with breakup
consumer interface-->>consumer: view quote <br/> with breakup" %}

### 9.5 Initializing an order by providing billing and fulfillment details

The consumer carefully reviews the contents of their cart, ensuring that everything selected is accurate and satisfactory. Once satisfied, the consumer initiates a checkout call, indicating their intention to proceed with the payment. This action finalizes the cart, preventing any further modifications.

The consumer platform then sends a request to the provider platform to initialize the payment process for the products or services in the cart. In response, the provider platform generates a payment link and presents the consumer with additional terms and conditions related to the payment.

The payment link serves as a gateway for the consumer to complete the transaction securely. It directs them to a designated payment page where they can input their payment information and finalize the purchase.

Alongside the payment link, the provider platform communicates any specific terms and conditions associated with the payment, ensuring that the consumer is aware of any applicable fees, refund policies, or other relevant details.

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Terms Management
participant Inventory Management
participant Quotation Management
participant Fulfillment Management
end
consumer-->>consumer interface: provide billing <br/> and fulfillment details
consumer interface->>Order Management: initialize <br/> draft order
Order Management->>Inventory Management: check availability
Inventory Management->>Order Management: return availability
Order Management->>Inventory Management: lock inventory
Inventory Management->>Order Management: return inventory <br/> lock status
Order Management->>Quotation Management: fetch quote
Quotation Management->>Order Management: return quote
Order Management->>Fulfillment Management: check serviceability
Fulfillment Management->>Order Management: return serviceability <br/> with fulfillment charges
Order Management->>Terms Management: fetch Payment Terms, <br/> Cancellation Terms, <br/> Fulfillment Terms

Order Management->>consumer interface: return draft <br/> order with terms
consumer interface-->>consumer:view final order <br/> with checkout link

" %}

### 9.6 Confirming an Order

Once the consumer receives the payment link and reviews the terms and conditions, they proceed to make a payment. Upon a successful transaction, the consumer platform initiates a confirmation call to the provider platform. This call serves as a notification that the payment has been completed and confirms the order placement.

The provider platform acknowledges the confirmation call and responds with a success message. Along with the success message, the provider platform shares the details of the order that has been placed. These order details typically include information such as the order ID, items purchased, quantity, price, and any additional relevant data.

The consumer can then utilize the order details received from the provider platform to further check the status of their order. This information allows the consumer to track the progress of their order, anticipate the delivery, and stay informed about any updates or changes related to the order.

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Fulfillment Management
participant Payment BB Interface
participant E-Signature BB Interface
end
consumer-->>consumer interface: checkout
consumer interface->>Payment BB Interface: pay for order
consumer interface->>E-Signature BB Interface:sign order
consumer interface->>Order Management:confirm order
Order Management->>E-Signature BB Interface:verify signature
Order Management->>Order Management: Create Order
Order Management->>Fulfillment Management: check serviceability
Order Management->>E-Signature BB Interface:sign order
Order Management->>consumer interface: Return Confirmed Order
consumer interface->>E-Signature BB Interface:verify signature
consumer interface-->>consumer:view confirmed order

" %}

### 9.7 Checking the status of an order&#x20;

Once an order is confirmed, the user receives the details of the confirmed order, and they have the option to check the status of their order. The order status typically includes stages such as "placed," "packed," "dispatched," and so on. The "placed" status indicates that the order has been successfully received and recorded. The "packed" status signifies that the items in the order have been gathered and prepared for shipment. The "dispatched" status indicates that the package has been handed over to the delivery service for transportation.

#### 9.7.1 User explicitly requests for the fulfillment status of the order

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Fulfillment Management
end
consumer-->>consumer interface: view order
consumer interface->>Order Management:get order status
Order Management->>Fulfillment Management:fetch fulfillment state
Fulfillment Management->>Order Management: return current status <br/> of fulfillment
Order Management->>consumer interface: return latest order state
consumer interface-->>consumer: display latest status of order" %}

#### 9.7.2 Provider's Agent asynchronously updates the fulfillment status of an order at their end

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Fulfillment Management
end
participant Agent Interface
Actor Agent
Agent -->> Agent Interface: update fulfillment status
Agent Interface-->>Fulfillment Management: Update fulfillment status
Fulfillment Management->>Order Management: update current status <br/> of fulfillment
Order Management->>consumer interface: return latest order state
consumer interface-->>consumer: display latest status of order" %}

### 9.8 Tracking the fulfillment of an order

When a consumer places an order and it is confirmed, they are provided with the option to track the status of their order. This tracking feature allows the consumer to stay informed about the progress of their purchase. The order status typically encompasses various updates related to the delivery process, giving the consumer insights into the whereabouts and estimated arrival time of their package.

One of the primary aspects of the order status is the delivery status, which indicates whether the package has been dispatched from the provider's location or the warehouse. It confirms that the order is on its way to the consumer. This status assures the consumer that their purchase is in the process of being delivered.

#### 9.8.1 Update Agent's tracking information

Users can update the tracking status of an order.

{% @mermaid/diagram content="sequenceDiagram
box E-Marketplace BB
participant Tracking Management
end
participant Agent interface
Actor Agent
loop periodically
Agent-->>Agent interface: generate tracking data
Agent interface->>Tracking Management: push tracking data
end" %}

#### 9.8.2 Tracking an order

Users can request to get the tracking status of an order.

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Tracking Management
end
consumer-->>consumer interface: track order
consumer interface->>Order Management: track order
Order Management->>Tracking Management: track order
Order Management->> Tracking Management: fetch tracking link
Order Management->> consumer interface: send tracking link
consumer interface-->>consumer: render real-time <br/> tracking screen
consumer interface-->>Tracking Management: start tracking
Tracking Management-->>consumer interface: stream real-time tracking data
consumer interface-->>consumer: view real-time <br/> tracking data
" %}

### 9.9 Updating an Order

#### 9.9.1 Consumer-initiated update

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Terms Management
participant Fulfillment Management
participant Payment BB Interface
end
consumer-->>consumer interface: provide updated information
consumer interface->>Order Management:update order
Order Management->>Terms Management:validate <br/> update terms
Terms Management->>Order Management: return <br/> update charges
Order Management->>Fulfillment Management:update fulfillment
Order Management->>consumer interface: return updated order
consumer interface-->>consumer: display update <br/> order with <br/> update charges
Order Management->>Payment BB Interface: Initiate Payment / Refund" %}

#### 9.9.2 Provider Initiated Update

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Fulfillment Management
participant Payment BB Interface
end
participant Agent interface
Actor Agent
Agent-->>Agent interface: update order information
Agent interface->>Fulfillment Management:update order state
Fulfillment Management->>Order Management:update fulfillment
Order Management->>consumer interface: send updated order
consumer interface-->>consumer: display updated <br/> order
Order Management->>Payment BB Interface: (Optionally) Initiate Refund <br/> to consumer" %}

### 9.10 Cancelling an Order

When a consumer places an order and it is confirmed, they are provided with the option to cancel their order. This will allow the user to cancel the order before receiving an order.

#### 9.10.1 Consumer initiated cancellation

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Terms Management
participant Fulfillment Management
participant Payment BB Interface
end
consumer-->>consumer interface: cancel order
consumer interface->>Order Management:cancel order with reason
Order Management->>Terms Management:validate <br/> cancellation terms
Terms Management->>Order Management: return <br/> cancellation charges
Order Management->>Fulfillment Management:cancel fulfillment
Order Management->>consumer interface: return cancelled order
consumer interface-->>consumer: display cancelled <br/> order with <br/> cancellation fees
Order Management->>Payment BB Interface: Initiate Refund" %}

#### 9.10.2 Provider Initiated Cancellation

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Order Management
participant Terms Management
participant Fulfillment Management
participant Payment BB Interface
end
participant Agent interface
Actor Agent
Agent-->>Agent interface: cancel fulfillment
Agent interface->>Fulfillment Management:cancel fulfillment with reason
Fulfillment Management->>Order Management:cancel fulfillment
Order Management->>consumer interface: return cancelled order
consumer interface-->>consumer: display cancelled <br/> order with <br/> cancellation fees
Order Management->>Payment BB Interface: Initiate Refund <br/> to consumer
" %}

### 9.11 Rating and Feedback Management

This allows users to rate any rate-able entity in the system, it can be a product, service, agent, etc. Users can also provide detailed feedback on the entities.

#### 9.11.1 Rating an Order (without feedback)

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Rating Management
end
consumer interface->>Rating Management: fetch rateable entities
Rating Management->>consumer interface: Return rateable entities
consumer-->>consumer interface: provide rating
consumer interface->>Rating Management: rate entity
Rating Management->>consumer interface: Acknowledge rating
" %}

#### 9.11.2 Rating an order with feedback

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Rating Management
participant Feedback Management
end
consumer interface->>Rating Management: fetch rateable entities
Rating Management->>consumer interface: Return rateable entities
consumer-->>consumer interface: provide rating
consumer interface->>Rating Management: rate entity
Rating Management->>Feedback Management: fetch form link
Rating Management->>consumer interface: Acknowledge rating with <br/> link to feedback form
consumer interface-->>consumer: Display feedback form
consumer-->>consumer interface: provide feedback
consumer interface->>Feedback Management: Submit feedback
Feedback Management->>consumer interface: Acknowledge feedback" %}

### 9.12 Support Management

Users can request support, this can happen anytime during the lifecycle of an order.&#x20;

{% @mermaid/diagram content="sequenceDiagram
Actor consumer
participant consumer interface
box E-Marketplace BB
participant Support Management
participant Order Management
end
participant Customer Support Interface
Actor customer support executive
consumer-->>consumer interface: contact support
consumer interface->>Support Management: fetch support info
Support Management->>Order Management: fetch order
Order Management->>Support Management: order details
Support Management->> consumer interface: send support center info
consumer interface-->>consumer: render support <br/> center screen
consumer interface->>Support Management: start chat session
Support Management->>Support Management: Allocate executive
Support Management->>Customer Support Interface: Notify executive
Customer Support Interface-->>customer support executive: Open chat session
Customer Support Interface-->>consumer interface: stream real-time chat data
consumer interface-->>Customer Support Interface: stream real-time chat data
" %}