Checkout & Payments

The web store checkout is a multi-step flow that shows customers a reviewed total — including delivery charges and tax — before they pay. This page explains how the checkout works, the two payment modes available, and how to track incomplete orders.

Checkout Flow

1. Cart: customer adds products and reviews the item list and subtotal.
2. Contact & delivery details: customer enters their name, phone, email, delivery address, and pincode.
3. Delivery review: Socialone calculates the delivery charge based on your settings and shows the customer the final breakdown — subtotal, delivery, tax, and total. The customer must review and accept this total before proceeding to payment.
4. Payment: depending on your payment mode (see below), the customer pays online or submits a request.
5. Confirmation: the customer sees an order confirmation with their order reference. The order appears in Commerce → Orders.

Payment Modes

Online Payment (Razorpay)

When a Razorpay account is connected to your organization, customers pay directly on the store using:

• UPI: GPay, PhonePe, Paytm, any UPI app.
• Debit and credit cards: Visa, Mastercard, RuPay, Amex.
• Net banking: all major Indian banks.
• Wallets: Paytm, Mobikwik, and others supported by Razorpay.

Payment is captured before the order is confirmed. If a customer opens the payment window but does not complete payment within the session, the payment window expires. The customer can return to the store and start a new order — their session is automatically cleared so it does not block a fresh attempt.

To connect Razorpay: go to Settings → Integrations → Razorpay and enter your Razorpay API key and secret.

Request Form (No Payment Gateway)

Without a connected payment gateway, the checkout acts as a request form. Customers submit their order details and the total they agreed to, but no payment is collected at that point. The order lands in Commerce → Orders with payment status Unpaid. Your team reviews the order and follows up with the customer to collect payment.

• Suitable for businesses that prefer phone, bank transfer, or in-person payment collection.
• Use the Order Lifecycle to confirm and mark payment received once collected.

Order Confirmation

• After successful payment (Razorpay mode) or form submission (request form mode), the customer sees a confirmation page with their order reference number.
• The order appears in Commerce → Orders with the status and payment state corresponding to the checkout mode used.
• If you have notification templates configured, the customer receives an order confirmation message on WhatsApp if their phone is registered with WhatsApp.

Abandoned Cart Tracking

Socialone tracks checkout sessions that were started but not completed. This gives you visibility into how many customers entered the checkout flow but did not place an order.

• Where to view: Commerce → Analytics → Active Carts shows sessions currently in progress, with the customer's contact details and cart value where available.
• Abandoned checkout drops: the analytics view also shows sessions that failed or were abandoned, categorized by reason — for example, delivery blocked (pincode not serviceable), stock issue, minimum order not met, or payment not completed.
• Use this data to identify where customers are dropping off: a high rate of delivery-blocked drops may indicate your exclusion list is too broad, or a popular delivery area is not covered.

Common Blockers

• Payment window expired: the customer opened the payment page but did not complete payment in time. Their session is automatically cleared — they can return and start a fresh order without any intervention from your team.
• Delivery review shows wrong total: review your delivery charge mode and flat fee in OMS Settings. Also confirm the product's tax rate is set correctly.
• Customer reports duplicate orders: customers who pay and then click back or reload sometimes see the same order confirmation — this is a replay of the same committed order, not a duplicate charge. The order reference is the same.
• COD option missing: enable Cash on Delivery in OMS Settings and confirm the order value does not exceed the COD maximum.
• Order not appearing in Orders page: for Razorpay mode, the order is only created after payment is captured. If the payment failed or was abandoned, no order is created.

Related Docs

• Web Store Overview
• Delivery & Shipping
• Web Store Setup
• Order Lifecycle
• Orders