Retail fulfillment

How orders from our retail channels flow into OMS and get fulfilled.

Channels

All three channels → OMS → supplier API → customer. B2B orders go through eSIM Hub (not OMS) once that system is live.

Happy path

1. Customer checks out on Shopify / Amazon / eBay
2. Order lands in OMS via integration
3. OMS matches the SKU to products table, looks up the active product_variant (routing logic)
4. OMS calls supplier API to provision the eSIM/SIM
5. Delivery email is sent to customer with activation details
6. Order marked as fulfilled

Target: 95% of orders complete the happy path without human intervention.

Exception types

eSIM activation failure

• Supplier API returned an error
• Customer device doesn’t support eSIM
• Country coverage mismatch

Handling: see SOP / eSIM activation failure.

Payment anomaly

• Stripe flagged the transaction
• Currency mismatch on checkout (known issue post AUD upgrade)

Handling: CS escalates to Ray within 4 hours.

Wrong product ordered

• Customer bought the wrong country
• Customer bought eSIM when their device only supports physical SIM

Handling: see SOP / Refund review.

Response time targets

Related

• SOP library — all operational SOPs
• Customer service — CS-specific response rules and scripts