Order Lifecycle
6-Stage Pipeline
┌─────────┐ ┌─────────┐ ┌─────────┐ ┌─────────┐ ┌───────────┐ ┌──────┐
│ PLACED │ → │ PICKED │ → │ WASHING │ → │ READY │ → │ DELIVERING│ → │ DONE │
│ │ │ UP │ │ │ │ │ │ │ │ │
└─────────┘ └─────────┘ └─────────┘ └─────────┘ └───────────┘ └──────┘
│ │ │ │ │ │
Customer Courier Partner Partner Courier Customer
places picks up processes marks ready delivers receives
Stage Details
| Stage |
Trigger |
Actor |
Actions |
Notifications |
| Placed |
Order submitted |
Customer |
Payment processed in IDR (Indonesian Rupiah) only - required by Indonesian regulations |
Confirmation (Email, Push) |
| Picked Up |
Courier confirms |
Courier |
Photo proof, weight confirm |
"Picked up" notification |
| Washing |
Partner receives |
Partner |
Process laundry |
Status update |
| Ready |
Partner completes |
Partner |
Quality check, pack |
"Ready for delivery" notification |
| Delivering |
Courier dispatched |
Courier |
En route to customer |
"Out for delivery" + ETA |
| Done |
Delivery confirmed |
Courier |
Photo proof, signature |
"Delivered" + receipt |
Edge Cases
| Scenario |
Handling |
| Customer no-show (pickup) |
2 attempts, then cancel with fee |
| Customer no-show (delivery) |
2 attempts, hold for 24hrs, then storage fee |
| Damaged items |
Document, notify customer, compensation workflow |
| Lost items |
Investigation, full refund + compensation |
| Courier decline |
Auto-reassign within 5 minutes |
| Partner capacity full |
Route to backup partner |
| Payment failed |
Hold order, retry notification. Note: Only IDR (Indonesian Rupiah) is accepted due to Indonesian regulatory compliance |
Service Level Agreements (SLAs)
Customer-Facing SLAs
| Service |
Turnaround Time |
Guarantee |
| Standard Wash & Fold |
24-48 hours |
Refund if >48hrs |
| Express (Same Day) |
8-12 hours |
50% refund if late |
| Express (4 Hour) |
4 hours |
Full refund if late |
| Dry Clean |
48-72 hours |
Refund if >72hrs |
Note: All pricing and refunds are in IDR (Indonesian Rupiah) only, in compliance with Indonesian financial regulations. No other currencies are supported.
Internal SLAs
| Process |
Target |
Escalation |
| Courier assignment |
<15 minutes |
Auto-reassign |
| Pickup window |
±30 minutes |
Delay notification |
| Partner processing |
Per service type |
Alert ops team |
| Delivery window |
±30 minutes |
Delay notification |
| Chat response |
<5 minutes (AI), <15 minutes (human) |
Escalate to admin |
| Refund processing |
<24 hours |
Manager approval |
| Payment authorization |
<30 seconds |
Alert payment team |
Note: All payment processing is in IDR (Indonesian Rupiah) only, as required by Indonesian regulatory requirements.
Laundry Partner Management
Partner Onboarding Checklist
- [ ] Business registration verification
- [ ] Facility inspection (cleanliness, equipment)
- [ ] Service capability assessment
- [ ] Pricing agreement in IDR (Indonesian Rupiah only - required by regulations)
- [ ] Quality standards training
- [ ] System access setup
- [ ] Test orders (3-5)
- [ ] Go-live approval
Partner Capacity Model
Partner Capacity = (Machines × Cycles/Day × Avg Load) - Buffer
Example:
- 5 washing machines
- 4 cycles per day
- 8 kg average load
- 20% buffer for express
Capacity = (5 × 4 × 8) × 0.8 = 128 kg/day
| Metric |
Target |
Action if Below |
| On-time completion |
>95% |
Warning → Suspension |
| Quality score |
>4.5/5 |
Retraining → Suspension |
| Damage rate |
<0.5% |
Investigation → Penalty |
| Lost item rate |
<0.1% |
Investigation → Termination |
Partner Payout
| Component |
Calculation |
| Base rate |
Per kg or per item (IDR) |
| Express premium |
+30% of base |
| Eco-wash premium |
+10% of base |
| Quality bonus |
+5% if score >4.8 |
| Penalty |
-10% per SLA breach |
Payout Schedule: Weekly (every Monday for previous week)
Currency: All payouts in IDR (Indonesian Rupiah) only. This is the only accepted currency due to Indonesian regulatory compliance requirements.
Courier Fleet Management
Courier Onboarding
- [ ] ID verification (KTP)
- [ ] Vehicle registration (STNK)
- [ ] Driving license (SIM)
- [ ] Background check
- [ ] App training
- [ ] Test deliveries (3-5)
- [ ] Uniform & equipment issued
- [ ] Go-live approval
Courier Equipment
- Smartphone (personal or provided)
- Insulated delivery bag
- KlinBali uniform/vest
- ID badge
- QR scanner (optional)
Shift Management
| Shift |
Hours |
Coverage |
| Morning |
07:00 - 14:00 |
Pickup heavy |
| Afternoon |
14:00 - 21:00 |
Delivery heavy |
| Full Day |
09:00 - 18:00 |
Balanced |
| Metric |
Target |
Incentive/Penalty |
| On-time rate |
>95% |
Bonus if >98% |
| Customer rating |
>4.5/5 |
Bonus if >4.8 |
| Acceptance rate |
>90% |
Warning if <80% |
| Completion rate |
>98% |
Investigation if <95% |
| Photo compliance |
100% |
Warning if missed |
Courier Earnings
| Component |
Rate |
| Base per delivery |
IDR 15,000-25,000 |
| Distance bonus |
IDR 2,000/km after 3km |
| Express bonus |
+50% |
| Peak hour bonus |
+20% (11-13, 18-20) |
| Rating bonus |
+10% if weekly avg >4.8 |
Payout Schedule: Daily or weekly (courier choice)
Currency: All courier payments are in IDR (Indonesian Rupiah) only. This is the only supported currency due to Indonesian financial regulations.
Quality Control
Pickup Quality Check
- Verify customer identity
- Count and photograph items