Order Creation from Forms

Socialone can automatically create an order in your OMS (Order Management System) whenever a form is submitted — with or without SIA image analysis. This is the foundation of bill submission workflows: a customer uploads a purchase receipt, the system reads it, creates a verified order, and your team manages fulfillment from the Orders screen.

Prerequisites

• Products set up under Commerce → Products with a retailer_id matching what appears on customer bills.
• A form with at least one question to capture customer input (bill photo for automatic extraction, or any field for manual creation).
• For SIA-powered extraction from photos: SIA image analysis enabled on your Socialone plan.

Setting Up the Create Order Action Rule

1. Open your form and go to the Actions tab.
2. Click Add Action Rule.
3. Set a Condition:
   • Any Submission — create an order for every response (recommended for bill submission workflows).
   • Rating Above / Below — create orders only when a rating condition is met.
   • Specific Answer — create orders when a particular question answer matches.
4. Set the Action to Create Order.
5. Configure the order options (see below).
6. Save the action rule and update the form.

Order Configuration Options

Product Configuration

The product configuration tells Socialone how to find and attach a product to the order.

• Product Retailer ID field key — the image analysis field key whose extracted value contains the product's retailer ID (e.g., product_code). Socialone looks up a product in your catalogue that matches this value and links it to the order item.
• Skip order entirely if product not found (require_product) — when enabled, if the extracted product code does not match any product in your catalogue, no order is created for this response. Use this when an order without a product is meaningless (e.g., you only create orders for known fuel grades or SKUs). When disabled, an order is created even if no matching product is found — the order will have no line item.
• Amount field key — the image analysis field key whose value is used as the order line item amount (e.g., invoice_amount).

Order Fields

• Order Notes — static notes added to every order created by this rule (e.g., "Bill submission via WhatsApp Form").
• Customer Name / Phone — automatically populated from the form respondent's contact record.
• Payment Status — defaults to Paid for bill submission workflows (the customer has already paid at the point of sale).

Order Lifecycle

Orders created from bill submissions go through a structured verification workflow before being marked as completed.

Verifying and Completing an Order

1. Go to Commerce → Orders and filter by Pending Verification.
2. Open the order and review the bill photo attached to the associated form response.
3. Click Verify Bill to confirm the submission is valid. The order moves to Verified.
4. Click Mark as Completed once fulfillment is done (loyalty points issued, reward credited, etc.).
5. If the bill is fraudulent or invalid, click Reject Bill. The order moves to Rejected and no further actions are taken.

Combining Order Creation with Image Analysis

The most powerful configuration combines image analysis (extracting data from the bill) with the Create Order action. When both are configured:

1. The customer uploads their bill photo via the WhatsApp Flow form.
2. Image analysis extracts product_code and invoice_amount (or other configured fields).
3. The uniqueness check ensures the same bill isn't submitted twice.
4. If extraction is valid, the Create Order action runs: Socialone looks up the product by retailer_id, creates the order with the extracted amount, and links the bill photo as an attachment.
5. Your team reviews the order in Commerce → Orders and verifies or rejects it.

If extraction fails and Run actions if analysis fails is enabled, the order is still created (without a product or amount) so a human can review the bill photo manually.

Best Practices

• Always enable uniqueness on the invoice/bill identifier. This is your primary guard against customers submitting the same bill multiple times to earn duplicate rewards.
• Use "Skip order if product not found" when your catalogue is comprehensive.If you have all valid products in Socialone with correct retailer IDs, any unmatched product code indicates an invalid or misread bill.
• Do not use "Skip order if product not found" when you want manual fallback.If extraction sometimes fails for valid bills, keep this off so an order is still created for human review.
• Keep retailer_id values consistent with what appears on bills. SIA extracts exactly what it reads from the image. If bills show "PETROL-95" but your product has retailer_id "petrol95", the lookup will fail.
• Set up a Ticket action alongside the Order action for problem cases. If the image analysis fails, create a ticket assigned to your ops team. The ticket will include the uploaded bill photo for manual processing.
• Review Pending Verification orders daily. Set a reminder or workflow to process these orders within 24–48 hours so customers get timely feedback on their bill submissions.
• Use Order Notes to track the source. Adding a note like "WhatsApp bill submission — form: Fuel Station Feedback" makes it easy to filter and report on form-created orders vs. manually created ones.

Frequently Asked Questions

Common Issues

• Order not created after form submission: check that the action rule condition is met (if you set "Rating above 4", a rating of 3 will not trigger it). Also confirm that "Skip order if product not found" is not blocking creation when the product lookup fails.
• Order has no product line item: the retailer_id extracted from the bill does not match any product in your catalogue. Check the spelling and format of your product retailer IDs vs what SIA is extracting.
• Duplicate orders being created: uniqueness check is not enabled on the invoice identifier field. Enable it on the field that uniquely identifies each bill (invoice number, order ID, etc.).
• Order stuck in Pending Verification: orders do not move automatically past Pending Verification. A team member must manually verify or reject it in Commerce → Orders.
• WhatsApp acknowledgement not sent: the acknowledgement requires a connected WhatsApp account and the conversation must be linked to the form response. This happens automatically for WhatsApp Flow submissions. Web form submissions do not trigger a WhatsApp acknowledgement.

Next Steps

• AI Image Analysis — SIA extraction setup and field configuration
• Orders — managing and filtering orders in the OMS
• Creating Forms — form setup, questions, and all action types
• WhatsApp Flow Forms — sending forms inside WhatsApp for bill collection

Need Help?

For help setting up bill submission workflows or order creation rules, contact our Support Team.