Workflow: E-commerce Fulfillment — From Online Order to Delivery

Modules involved: OmniSales · WooCommerce / Shopify · Warehouse · Innoship · Couriers · Invoices · eInvoice · Returns · Clients · Price Lists
Who uses it: Order operator, Warehouse, Logistics, Finance, E-commerce Manager
Typical duration: Hours – 1-2 business days (from online order placement to courier handover)

Overview

The e-commerce fulfillment workflow covers the entire lifecycle of an order placed on an online store integrated with CRMConnect. Orders arrive automatically from WooCommerce or Shopify via webhook or cron sync, are processed in OmniSales, the warehouse executes picking and packing, the courier receives the parcel via automatically generated AWB (via Innoship or direct Cargus/FanCourier), and the customer receives the invoice and shipping notification. Returns are handled through a dedicated sub-flow.

The difference from OmniSales Fulfillment — the generic order workflow — is the bidirectional integration with the e-commerce platform: statuses are updated back in WooCommerce/Shopify, customers are synced automatically, and channel prices are controlled through Price Lists.

Flow Diagram (ASCII)

[ONLINE ORDER (WooCommerce / Shopify)]
  │  webhook → OmniSales → New Order
  │  or cron sync (at configured interval)
  │  sync: client, products, address, payment method
  │  OmniSales status: 0 - Draft → 1 - New
  │
  ↓
[ORDER VALIDATION]
  │  status: 2 - Processing
  │  stock check: qty_available vs qty_ordered
  │  client check: created/matched in Clients
  │  ├── Stock OK → continue
  │  └── Insufficient stock → operator alert → hold (9) or partial order
  │
  ↓
[PICKING & PACKING]
  │  Goods Delivery Note generated automatically
  │  Packing List created from delivery note
  │  warehouse operator: confirms each item (scanned or manually ticked)
  │  warehouse status: wh_ready_to_deliver
  │
  ↓
[SHIPPING — AWB]
  │  AWB generated via Innoship (recommended) or direct Couriers
  │  label printed → affixed to parcel
  │  OmniSales status: 4 - Shipping · warehouse status: wh_in_transit
  │  tracking number sent back to WooCommerce/Shopify (automatic sync)
  │
  ↓
[INVOICING]
  │  invoice generated automatically on Shipping (if create_invoice = on)
  │  email with PDF invoice + AWB number → customer
  │  eInvoice → ANAF if B2B customer with valid VAT number (automatic)
  │
  ↓
[DELIVERY CONFIRMED]
  │  Innoship/Courier tracking → packing list status: wh_delivered
  │  OmniSales status: 5 - Delivered/Completed
  │  status updated in WooCommerce/Shopify: Completed
  │
  ├── [RETURN (if applicable)]
  │     │  customer requests return within allowed window
  │     │  operator creates Goods Return Receipt
  │     │  returned stock entered back into warehouse (or quarantine)
  │     │  credit note issued or voucher / refund
  │
[ORDER COMPLETED ✓]

Step by Step

1. Syncing the order from the e-commerce platform

Where: /admin/omni_sales/order_list · /admin/woocommerce · /admin/myshopify

Orders from the online store arrive in the CRM in two ways:

What is synced automatically:

• Order data: products, quantities, prices, discounts, payment method, shipping address
• Customer: if exists in CRM by email → matched; if not → created automatically in Clients
• Order status from the online platform maps to OmniSales status (configurable per channel)

Channel configuration: /admin/omni_sales/omni_sales_channel → Edit channel → set:

• create_invoice: on/off (automatic invoice on shipping)
• E-commerce ↔ OmniSales status mapping
• Price List associated with the e-commerce channel
• Default source warehouse

Key fields on the OmniSales order:

2. Order validation and stock check

Where: /admin/omni_sales/order_list → open the order

OmniSales order statuses:

Stock check:

The system checks availability for each product line before creating the delivery note:

if inventory_manage.inventory_number < ordered_quantity:
    flag_export_warehouse = 0  → delivery note blocked, operator alert

If stock is insufficient:

• Order moves to On Hold (9) status
• Operator sees the warning in the UI
• Options: partial delivery (type_of_delivery = 'partial'), urgent procurement, or cancellation

Order approval (optional): If enabled on the channel: approve_status → 0 (pending) → 1 (approved) → -1 (rejected). Useful for high-value orders or new customers without order history.

3. Picking and Packing — parcel preparation

Where: /admin/warehouse/manage_delivery · /admin/warehouse/manage_packing_list

3.1 Goods Delivery Note

Creation:

• Automatic — when the order reaches Confirmed (3) or Shipping (4) status (if the option is enabled on the channel)
• Manual — from the confirmed order → Generate Delivery Note button

Delivery note statuses:

Delivery types:

• total — complete delivery in one go
• partial — if not all products available; a second delivery note/packing list is generated later

3.2 Packing List

Creation: From the delivery note → Create Packing List button

The warehouse operator:

1. Takes the product pick list
2. Physically confirms each item (barcode scan or manual tick)
3. Packs the parcel and fills in the dimensions

Mandatory fields for AWB generation:

Packing list statuses:

Partial packing: type_of_packing_list = 'partial' — deliver what is available now, the rest follows. Customer receives a separate notification for each parcel.

4. Generating the shipping AWB

Where: Generate AWB button from the approved packing list

Option A — Innoship (aggregator)

Configuration URL: /admin/innoship/settings

Couriers supported through Innoship: Fan Courier, DPD, Cargus, Sameday, GLS, DHL and others (per active Innoship contracts).

Prerequisites:

• innoship_api_key and innoship_external_id configured
• Courier and service selected in packing list
• Dimensions and weight filled in
• Valid delivery address in the Innoship database (recognised locality)

What happens when AWB is generated:

1. CRM sends a request to the Innoship API with parcel data
2. Innoship returns: AWB number + tracking code
3. CRM creates a record in wh_omni_shipments
4. Packing list status → wh_in_transit
5. OmniSales order status → Shipping (4)
6. Status updated in WooCommerce/Shopify automatically (bidirectional sync)
7. AWB available for printing as A4 PDF or 100×150mm thermal label
8. Log created in innoship_audit_log

Option B — Direct Couriers (without aggregator)

URL: /admin/couriers

Advantage: no aggregator commission. Disadvantage: fewer couriers available, each configured separately.

Tracking: From the AWB list (/admin/innoship/awb or /admin/couriers/awb) the status is updated automatically via periodic polling.

5. Invoicing — issuing the fiscal document

Where: /admin/invoices

Invoice generation modes:

Invoice content:

• Product lines with quantities and prices from order
• Applicable discounts (from Price List or manual)
• VAT per product configuration
• Customer data (billing address from customer profile)

Customer notification: On invoice issue: automatic email with PDF invoice attached + AWB number for tracking.

eInvoice (B2B with VAT number)

If the customer is a legal entity with a valid VAT number:

• eInvoice automatically generated in XML format per ANAF
• Automatically transmitted to ANAF through the eInvoice module
• ANAF registration number returned and stored on the invoice

Where to check: /admin/invoices → invoice → eInvoice tab → transmission status

6. Delivery confirmation

Automatic tracking: Innoship or the direct courier confirms delivery via API → statuses updated automatically:

Stock is definitively decremented from the warehouse when the delivery note is approved (not on physical delivery). On courier confirmation → only status updates, not stock.

7. Returns — the Goods Return sub-flow

Where: /admin/warehouse/manage_order_return_receipt

Return window: configurable per channel (default 30 days from delivery).

Return flow steps:

Return types:

Relevant table: wh_order_returns → original_order_id (link to OmniSales order)

Credit Note: Issued automatically or manually from the Goods Return Receipt → appears in the customer's financial history.

What gets created automatically

Where the flow can stall

Relevant reports

Modules involved — detailed documentation

E-commerce & Orders: Omni Sales Orders · Sales Channels · WooCommerce · Shopify

Warehouse: Delivery Notes · Packing Lists · Delivery Returns · Inventory History

Courier: Innoship Couriers

Finance: Invoices · Price Lists

Customers: Clients

Related workflows: OmniSales Fulfillment · Purchase to Pay · Warehouse Inbound → Outbound

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