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# Tivale365 – Order Management Problems and Required Solutions

We are experiencing several problems with managing customer orders. We need the new website/system to help us reduce mistakes, improve tracking, and prevent losses.

## 1. Mistakes with customer orders

### Problem

We sometimes make mistakes when recording:

* What the customer ordered
* The quantity of each item
* Different items included in the same order
* Whether the customer has added other items to an existing order

This can result in customers receiving the wrong items or the wrong number of pieces.

### Solution

Every order should have a unique **Order Number** and a detailed order record showing:

* Customer name
* Customer phone number
* Each item ordered
* Quantity of each item
* Size/colour where applicable
* Price per item
* Total amount
* ⁠upload of what is ordered
* ⁠upload proof of payment
* Any additional items added later
* Delivery or pickup method
* Payment status

If a customer adds another item, the system should **update the existing order** rather than creating confusion with multiple separate records.

---

## 2. We need clear order statuses

### Problem

We currently struggle to keep customers updated about where their order is.

### Solution

Each order should have a clear status that staff can update.

For example:

**Order Received**
↓
**Order Confirmed**
↓
**Preparing Order**
↓
**Ready for Pickup / Delivery**
↓
**Out for Delivery**
↓
**Delivered / Collected**

The customer should also be able to receive an update when the status changes.

---

## 3. We need to know exactly who collected a parcel

### Problem

We need a proper record of who collected an order, especially for customers picking up parcels.

### Solution

When a customer collects an order, staff should mark the order as **Collected**.

The system should record:

* Date and time collected
* Staff member who handed over the parcel
* Customer name
* Customer phone number
* Order number
* Confirmation/signature or another form of collection verification

Ideally, the customer should provide a **collection code/OTP** before the parcel can be released.

---

## 4. We need proof that a delivery was completed

### Problem

Sometimes we need to confirm whether an order was actually delivered.

### Solution

When a delivery is completed, the system should record:

* Delivery date and time
* Delivery person
* Order number
* Customer name
*if pick up or delivery
* Delivery address
* Proof of delivery

Where possible, the customer should confirm receipt using an **OTP/code, signature or digital confirmation**.

The order should then automatically change to **Delivered**.

---

## 5. Problem: Customers collecting the same parcel twice

### Problem

We have had situations where someone has come back and collected a parcel more than once. This creates a risk of theft and financial losses.

### Solution

Every order must have a **unique order number and unique collection code/OTP**.

Once the parcel has been collected:

**ORDER STATUS = COLLECTED**

The collection code should immediately become **invalid** and cannot be used again.

Staff should also see a clear warning if someone tries to collect an order that has already been marked as collected.

For example:

> ⚠️ THIS ORDER HAS ALREADY BEEN COLLECTED.

The system should not allow staff to accidentally mark the same order as collected twice without administrator approval.

---

## 6. Staff accountability

We also need to know which staff member performed each action.

The system should keep a history showing:

* Who created the order
* Who edited the order
* Who added additional items
* Who changed the order status
* Who prepared the parcel
* Who handed over the parcel
* Who marked the delivery as completed

This will help us identify mistakes and prevent internal losses.

---

## 7. Dashboard for managing all orders

We would like a simple dashboard where staff can see orders grouped by status:

**Pending | Confirmed | Preparing | Ready | Out for Delivery | Delivered | Collected | Cancelled**

There should also be a search function using:

* Customer name
* Phone number
* Order number

This should make it easy to find a customer's order quickly.

---

## 8. Customer notifications

The system should automatically notify customers when their order status changes.

For example:

**Order Confirmed:**
“Your order #1234 has been confirmed.”

**Ready for Pickup:**
“Your order #1234 is ready for collection. Your collection code is 4582.”

**Out for Delivery:**
“Your order #1234 is now out for delivery.”

**Delivered:**
“Your order #1234 has been delivered.”

**Collected:**
“Your order #1234 has been successfully collected.”

---

## Main goal

We need the new system to give us **one reliable record for every order**, from the moment the customer places the order until the order is delivered or collected.

The most important requirements are:

1. Prevent mistakes with quantities and items.
2. Track additional items added to an order.
3. Give every order a unique number.
4. Clearly show the current order status.
5. Record who collected or received each parcel.
6. Prevent the same parcel from being collected twice.
7. Keep a history of staff actions.
8. Provide proof of delivery or collection.
9. Automatically update customers about their order.
10. Make the system simple enough for staff to use every day.