About the company and current work
The company sells products through:
several Rozetka stores;
5–8 stores Prom.ua;
several Epicentr stores.
Volume: approximately 50–100 orders per day.
A connection to Good will be established in the near future.
Used systems and payment methods
Rozetka;
Prom.ua;
Epicentr;
Nova Poshta;
NovaPay;
PrivatBank;
monobank;
RozetkaPay;
Checkbox.
Payment methods:
cash on delivery via Nova Poshta / NovaPay;
RozetkaPay;
direct transfer to IBAN;
payment via link through monobank acquiring is planned.
NovaPay and RozetkaPay transfer money in total amounts according to registers:
the NovaPay register includes TTH;
the RozetkaPay register includes orders.
Main goals
Set up KeyCRM so that the owner can:
-See all orders from all stores.
-Not lose orders and TTH.
-See the current status of each shipment.
-See the actual movement of money for orders.
-Automatically link received payments to the corresponding orders.
-See unlinked payments, underpayments, overpayments, and other discrepancies.
-Control employee actions.
-Minimize manual work.
-Automatic fiscalization
- Establish correct automation for order movement
Conduct an audit of the existing KeyCRM
Check:
-current statuses, fields, and automations;
-banking and payment connections;
-roles and rights of employees;
-action history;
-current Checkbox settings;
-the possibility of implementing requirements with standard KeyCRM tools.
Based on the audit results, provide:
-a list of identified problems;
-a list of necessary settings;
-a list of tasks that require API integration or external service;
-recommendations for better service operation
-an assessment of timelines and costs.
Set up order receipt and processing
It is necessary to:
set up a unified order processing sequence;
set up mandatory fields without which the order cannot be passed to the next stage;
create control for orders that did not load, loaded with errors, or remained without a responsible person.
Set up payment movement and reconciliation
Connect all used accounts and payment services to KeyCRM:
PrivatBank;
monobank;
NovaPay;
RozetkaPay;
monobank acquiring after its connection.
It is necessary to implement:
-Automatic retrieval of available statements and transactions.
-Display of actual receipts for each FOP and account.
-Automatic linking of direct payment to IBAN to the order by order number in the comment.
-Reconciliation of the total payment from NovaPay with the register and further linking of register lines to orders by TTH.
-Reconciliation of the total payment from RozetkaPay with the register and further linking of register lines to orders by order number.
-Automatic processing of payments via link after connecting acquiring.
-A separate list of payments that cannot be linked automatically.
Identification:
-underpayment;
-overpayment;
-partial payment;
-duplicate payment;
-payment without a found order;
-an order marked as paid without confirmed receipt.
-Daily reconciliation of amounts by FOP, accounts, and payment methods.
-The status "Paid" should be set automatically after confirmed receipt of money to the corresponding IBAN. Employees should not have the right to set it manually.
If the standard capabilities of KeyCRM are insufficient, the integrator must:
offer API integration or an external module;
describe its logic;
separately assess the development;
provide an error log and reprocessing;
not link payment automatically in case of ambiguous matches.
Set up control of lost orders
A separate working list or report is needed:
the order was received but not taken into work;
the order is confirmed but not transferred to the warehouse or drop;
the order is ready but TTH is not created;
TTH is created but the package is not handed over to the carrier;
the package is not moving for a long time;
the client does not pick up the package;
there was a redirection;
a return has started;
the return package has not been received by the company;
the order is delivered but payment is not credited;
payment is received but not linked to the order;
the order remained in an intermediate status longer than the allowable period.
For each exception, there should be:
responsible person;
reaction time;
task or notification;
clear reason;
link to the order.
4.7. Set up rights and control of employees
Mandatory restrictions:
-employees cannot delete orders;
-employees cannot manually set the status "Paid";
-employees do not have access to banking connections, API keys, and administrative settings.
Set up Checkbox
Currently, checks from KeyCRM are not created.
The integrator needs to:
-check existing accounts, cash registers, and cashiers in Checkbox;
-connect the cash registers of the respective FOP;
-set up payment methods;
-set up automatic fiscalization for agreed scenarios;
-set up error handling;
-set up return checks;
-conduct testing.
Set up reports for the owner
The owner should see:
-the number of new and unprocessed orders;
-problematic shipments;
-packages in the department;
-returns;
-delivered orders without received payment;
-received but unlinked payments;
-underpayments and overpayments;
-manual changes by employees.
The format can be implemented using standard lists, filters, analytics, tasks, or an external report — the method is proposed by the integrator.
Train employees
After setup, conduct training:
for the owner — control, reports, errors, and rights;
for managers — order processing;
for the drop employee — order transfer and TTH control;
for the warehouse employee — TTH creation and shipping;
for the finance responsible — processing unlinked payments and discrepancies.
Provide short instructions or video recordings of key operations.
Expected result
After the work is completed:
-all orders are processed in KeyCRM;
-missed and stuck orders are automatically identified;
-each TTH is linked to an order and tracked;
-problematic packages are assigned to responsible employees;
-banking and payment receipts are visible in CRM;
-unambiguous payments are automatically linked to orders;
-the registers of NovaPay and RozetkaPay are reconciled with receipts and orders;
-ambiguous payments go for manual verification;
-employees cannot delete an order or manually mark it as paid;
-the owner sees the movement of money and a list of discrepancies;
-Checkbox works according to agreed scenarios;
-the team is trained to work.
Format of the proposal from the integrator
Before the implementation begins, the contractor must provide:
-Audit results.
-Proposed setup scheme.
-What will be implemented with standard KeyCRM tools.
-What will require API or external service.
-Cost of standard setup.
-Separate cost of development.
-Timelines by stages.
-List of necessary accesses.
-Testing and launch plan.
