Running a growing D2C business means your attention is constantly divided between marketing, products, customer experience, and scaling operations. As order volumes increase, manually reviewing every order, confirming customer intent, and managing delivery exceptions can quickly become a time-consuming operational task.
​

Order Management Services are designed to take that responsibility off your plate.
​

With Order Management Services, vFulfill's dedicated in-house team helps manage your orders throughout their journey - from reviewing and confirming incoming orders before fulfillment to actively managing NDRs after dispatch.
​
This helps reduce avoidable costs, improve delivery success rates, and free up your time to focus on growing your business.
​

Order Management Services is a fully managed operational service where vFulfill's dedicated in-house team handles your order verification, customer confirmations, and post-dispatch NDR management - on your behalf, for every order that syncs to your account.
​

In a nutshell: once you enable this service, our team steps in as your order operations layer. They review incoming orders, confirm customer intent through IVR calls and WhatsApp messages, make judgment calls when signals conflict, and continue managing your orders even after they leave the warehouse.

​You focus on growth. We handle the orders.
​

Before an order reaches your customer, several costs may already be involved, including fulfillment charges, shipping charges, packaging costs and operational effort.

Some of the most common situations that lead to avoidable losses:

Order Management help identify and address such situations before they become expensive problems. By reviewing customer information, verifying intent, and managing delivery exceptions, the service helps improve delivery outcomes while reducing avoidable operational costs.
​

Order Management Services are built around three key stages of the order journey.
​
​

​

As soon as an order syncs to your vFulfill account, our team reviews it before anything moves forward.

During this review, our team evaluates customer information, order patterns, and confirmation signals to identify potential issues before fulfillment.
​

This includes checking:

Each of these checks serves a specific purpose.

By identifying these issues early, the team helps reduce avoidable delivery failures and operational costs.

Once the initial review is complete, customer intent is verified through a combination of automated and manual confirmation methods.

Rather than relying on a single source of information, multiple confirmation signals are used together to create a clearer picture of customer intent.

As soon as an order syncs, an automated IVR call is triggered.

Customers can confirm or reject their order through the call, and the response is recorded within the order.

At the same time, automated WhatsApp messages are sent through Wingman.

These messages allow customers to:

Responses received through WhatsApp are also recorded within the order.

Our team reviews all available information, including:

If the available information is clear and consistent, the order can move forward accordingly. If the information is incomplete, unclear, or conflicting, human intervention is performed.

For example, if a customer confirms the order through IVR but rejects it through WhatsApp, our team will contact the customer directly to verify their final intent before taking any action.

Human calling is not performed for every order. It is only triggered when additional verification is required. This helps maintain efficiency while ensuring fulfillment decisions are based on verified information.
​

Order Management Services continue even after an order has been dispatched.

When an order enters NDR (Non-Delivery Report), our team reviews the available information and takes action based on the recommendations available within the system.

This may include scheduling reattempts or escalating cases where required.

By actively managing NDR orders, the service helps improve delivery outcomes and reduce avoidable returns.

This is one of the reasons the service is called Order Management Services and not simply Order Confirmation Services.
​

Order Management Services are particularly useful if:

Many growing businesses eventually reach a point where manually reviewing every order becomes difficult. Order Management Services help bridge that gap without requiring you to build and manage an in-house team.

Order Management Services are available at ₹25 per synced order.
​

The service is enabled on a store basis, not at the account level. If you run multiple stores and want coverage across all of them, you will need to enable it separately for each store.
​

Before you enable the service, make sure Wingman is already set up for your store - WhatsApp confirmations are a core part of the workflow, and the system depends on Wingman for that. If you haven't set up Wingman yet, do that first.
​

Not sure how Wingman works or how to set it up? Read the Wingman setup guide →
​

If you have a calling script, product details, or specific customer handling instructions you want our team to follow, share them with your Account Manager before activation. The more context they have, the better they can represent your brand in every interaction.
​

Once Wingman is ready, connect the store you want to enable the service for:

​Step 1: Go to Settings >> Store Settings
​

​
​Step 2: Click Request Service Activation.
​

​

Step 3: A support conversation opens automatically.
​

​
​Step 4: Our team will confirm the details and activate the service
​

Orders start entering the workflow from the next business day after activation.
​
​

If you are not ready for the full Order Management package but still want to automate customer communication, Wingman can be enabled as a standalone tool. It handles WhatsApp-based confirmations without the IVR calls, human review, or NDR management that come with the full service.
​

For some businesses, especially those with lower order volumes, Wingman can be a good starting point before moving to the complete Order Management workflow.
​

Learn more about Wingman →
​

Order Management Services help verify customer information, confirm customer intent, and manage delivery exceptions.
​

However, the service cannot guarantee delivery outcomes.
​

Final delivery success may still be affected by factors such as customer availability, courier network limitations, serviceability constraints, weather conditions, or other circumstances beyond the verification process.
​

1. Can I enable only IVR confirmation or only human calling?

No. Order Management Services are offered as a complete package and individual components cannot be enabled separately.
​
​

2. Can I use only Wingman without Order Management Services?

Yes. Wingman can be enabled independently if you only require WhatsApp-based customer confirmations.
​
​

3. Is Wingman included within Order Management Services?

Yes. Wingman is one of the components used within the Order Management workflow.
​
​

4. Does the service work for both COD and prepaid orders?

Yes. Both COD and prepaid orders can be reviewed and managed through Order Management Services.
​
​

5. Is human calling performed for every order?

No. Human calling is only performed when additional verification is required.
​
​

6. Can I activate the service for only one store?

Yes. The service is enabled on a store basis, allowing you to choose which stores should use it.
​
​

7. When will my orders start being managed after activation?

Orders generally begin entering the workflow from the following business day after activation.
​
​

8. Can I share my own calling script or instructions with the team?

Yes. You can share product information, customer handling instructions, brand guidelines, or calling scripts with your Account Manager before the service is activated.
​
​