OrderProcessingAndManagement
OrderProcessingAndManagement
1. Introduction
1.1 Purpose
1.2 Scope
1.3 Audience
2. System Overview
3. Business Requirements
Order Placement:
o Customers should be able to select products,
add them to the cart, and proceed to checkout.
o The system must calculate the total cost,
including applicable taxes, shipping fees, and
discounts.
Payment Handling:
o Customers should be able to securely complete
the payment via multiple methods (credit/debit
cards, PayPal, gift cards, etc.).
o Payment must be processed in real time, and
customers should receive instant feedback on
the payment status.
Order Confirmation:
o Customers must receive an order confirmation
email with order details, estimated delivery time,
and tracking information.
Order Tracking:
o Customers should be able to track their orders
using tracking IDs provided by the shipping
partner.
Order History:
o Customers must be able to view past orders,
including status updates, shipping information,
and payment details.
Returns and Refunds:
o Customers should be able to request a return or
exchange directly from their order history.
o The system must provide clear instructions and
timelines for returning products and receiving
refunds.
Order Management:
o Admins should be able to view all customer
orders, including order details (products,
payment status, shipping information).
o Admins must have the ability to process orders
manually, update order status, and make
adjustments (e.g., cancel or modify orders).
Inventory Updates:
o Admins should be able to update stock levels in
real-time when an order is placed or when stock
is received.
Shipping and Logistics:
o Admins must be able to view shipping details
and tracking numbers.
o Admins should have the ability to manage
shipping logistics, including selecting preferred
shipping providers.
Returns and Refunds Management:
o Admins should be able to approve or deny
return/refund requests based on company
policies.
o The system must track return statuses and
manage the issuance of refunds.
Order Reporting:
o Admins should have access to reports on order
statistics (e.g., total orders, pending orders,
returns).
o Admins can filter orders by date, payment
status, shipping status, and customer.
4. Functional Requirements
Shopping Cart:
o Customers can add products to their shopping
cart, view the cart’s content, modify quantities,
and remove items.
Checkout Process:
o The checkout process will include the following
steps:
Review cart items.
Enter shipping information.
Choose a payment method.
Review order and confirm.
Payment Confirmation:
o Upon successful payment, customers should
receive an instant confirmation with order
details and estimated delivery.
Stock Updates:
o When an order is placed, the system must
update the product stock in real-time.
o Inventory levels should be updated
automatically, ensuring accurate product
availability information for customers.
Stock Alerts:
o Admins should be alerted when a product
reaches low stock levels, triggering a reorder or
restocking action.
Shipping Methods:
o The system will allow customers to select from
various shipping methods (e.g., standard,
expedited, international).
Shipping Integration:
o The system will integrate with shipping partners
(e.g., UPS, FedEx, DHL) to generate shipping
labels, calculate shipping costs, and track
deliveries.
Tracking Numbers:
o After shipping, customers should receive
tracking numbers to monitor their order’s
delivery status.
Return Request:
o Customers must be able to submit return
requests via their order history.
Approval Workflow:
o Admins should have the ability to approve or
deny return requests.
o Return reasons should be tracked (e.g., product
damaged, incorrect order).
Refund Process:
o Once a return is approved, refunds should be
processed via the original payment method.
4.7 Order Reporting
5. Non-Functional Requirements
5.1 Performance
5.2 Security
5.3 Usability
5.4 Scalability
The system must scale to handle an increasing
number of orders and product listings as the
business grows.
5.5 Availability
7. System Integration
7.1 Payment Gateway Integration
8. Data Requirements
10. Assumptions
12. Glossary
Order Status: The current state of an order (e.g.,
Pending, Shipped, Delivered).
Return: A process initiated by the customer to
return purchased products.
Refund: The reimbursement issued to the customer
when a return is accepted.