CurrencyLiquidator

Currency Liquidators Requirements

Separate Stores (Phase 1)

We offer 4 different, unique product types that are completely different from one another. I want to have a store within a store, meaning I want to have 4 stores, that are all under the one domain name, but when someone orders it goes to its own section on the WordPress backend. The other reason these stores need to be separated is different companies own different stores and for accounting and purposes need to go to different LLCs

Store 1: Buy Orders
All orders where a customer is buying currency go to this store
Will have a separate business that accepts their payments
Will have a separate mailbox where these payments go
Service income (subscriptions and services) no currency or fulfillment on these products

Store 2: Sell Orders
All orders where a customer is selling us currency go to this store
The processing of these orders will be done via the same company that handles the BUY ORDERS

Store 3: Layaway Orders
All orders where a customer is putting currency on layaway go to this store
This store should also have segmenting capabilities to separate “Deposit Orders” vs “Service Fee Orders”
Both are layaways, but operate completely different from one another

Store 4: Subscription & Services
We offer many services that are subscription based or yearly memberships. These services require no shipping of a product and I want to keep this revenue and product line separate from the core stores above

Sell Platform (Phase 1)

Buying currency from people (Seller, Sell, buybacks) are a major part of our business. We need to have a solution that allows us to 1 do this easily 2. make it streamlined and easy for the customer and 3. give us the reports and analytics we desire. Outlined below is all of the features I want and need for the processing of the selling platform

There is nothing on the market that will work out of the box for what this needs to do since our business type requires this.

What its most closely resembled to would the the RMA or Return Authorization system that companies use to manage returns.

However, this is a return, because a customer is actually making a reverse purchase. They are selling us currency, shipping it to us via a label we provide them, then we are shipping them a check.

Some plugins that have many of the features that would work for the buyback platform:

Returns and Warranty Requests – RMA Management

WordPress WooCommerce Product RMA

Sell process use cases
This is the step by step process a customer will go through on the front end. Attached are the 4 pages associated with this process. The only page that will differ from this funnel is

The currency being exchanged – we will be offering buybacks on 30 currencies
Only the Iraqi Dinar will have an up-sell. No other currency will have an up-sell
The Cart and Thank you page will be the same regardless of the currency, as long as the customer is selling us currency this will be the pages displayed. Buyer Thank You and Cart Checkout pages will be completely different

1. Calculator
A customer will visit a page like the one attached in this email that shows the notes we buy and how much we will pay. They will enter the number of notes they have next to each currency denomination. They will then see a live price we will pay or price range.
Some currencies have a specific price we will pay, others have a range. The reason some have a range and others do not is do to the multiple different conditions the banknotes come in
This price info will be fed from the back end. I would imagine we’d have an interface in the back end that allows us to enter what we will pay per note or the range we will pay per note so when the customer enters it into the calculator it displays a live price
The final price we pay will be decided when we receive the notes for exchange

2. Up Sell
This upsell is for the Iraqi Dinar ONLY. No other currency will have an upsell. Also, this process can be PHASE 2 of the build if its going to slow down or complicate the process.
Once the user adds the item to the cart I want to show them an up sell called “Dinar Surance”
We can decide if showing the up sell is better after the adding to the cart or at the time of checkout
“Dinar Surance” is a program that we will charge a set fee per million Iraqi Dinar the customer is selling to us that give them the right to buyback their dinars for up to 90 days at a locked in price
The up sell pricing will be dynamic and display a price based on what the customer is selling us
Customers can accept the offer to add this service or decline
If customer adds this service to the cart we will just deduct it from their exchange. They will not have to send a check with their sell order. Since we have to send them money for the currency they are selling us, we will deduct the fee from that
This upsell should show on their invoice and ours to insure we deduct that amount of what we are paying them
The upsell for Dinar Surance will be displayed in the cart, if the customer accepts the offer we will add it to their order. If the customer DOES NOT accept the offer we need to add them to an email list that attempts to sell this benefit to them as a stand alone product. This will be an automation that will be built into MailChimp. Only customers that decline to purchase the Dinar Surance in the cart will be added to this list. If they bought the Dinar Surance plan they should be added to a separate list as a Dinar Surance subscriber, where we will attempt to sell them renewals of the Dinar Surance program upon expiration. This Dinar Surance program is similar to our Layaway Program
The Dinar Surance program should be a great seller for us as most people selling Iraqi Dinar do not want to and this program gives them the benefits of getting cash for their dinar now, but being able to buy it back at a set price over a specific 30, 60 or 90 days. The option to renew this Dinar Surance program from a customer standpoint should be a nice revenue source for the company and its important we approach this product as one that will be a significant revenue and profit driver

3. Checkout
The checkout process is customized to someone selling currency vs buying currency
You will see the custom cart attached in this email
The questions we ask are specific to someone selling so there is no confusion on what they are doing. The current seller checkout process on CurrencyLiquidators live website is a disaster and confusion. Customers often have no idea if they are buying or selling, so this leads them to do nothing at all, even when they place an order
A customer can elect to buy expedited shipping of which will be deducted from their exchange as well. They will not have to send us a check if they upgrade shipping

4. Thank You
The final step of the funnel is the “Thank You” for your order page
This page will only be seen by a someone sell currency. This page shows the customer important details of their order like an order number, ability to print invoice or packing slip so our staff can match their order up, shows them shipping instructions, gives them the address, a video to make it east to understand how the process will go from here
This page also has the refer a friend feature. I found that most people buy currency together and when one bails they all bail so I want to leverage this persons thank you page to refer friends or share the purchase
On the invoice the customer gets it will show them what they are exchanging along with all the additional costs like Dinar Surance or expedited shipping
There should also be a customized SELLER THANK YOU FOR YORU ORDER email that goes out
Also, any emails we send to the customer as part of the fulfillment process should be custom for the SELLing process as well

These are the steps that will go through after the currency is shipped and delivered to us for exchange:

1. Customer Ships
Now that a customer has placed their order they will not be tasked with shipping their currency to us
We will provide the customer detailed shipping instructions on what do do. However, some customers will not be comfortable shipping so we need the ability to provide them a return label. This label will be generated from the order page inside our backend. This is a standard feature for the RMA plugin example I told you to mirror, so I won’t go into to much detail on the functionality
Not all customers get shipping labels from us, we will do this in unique cases or when the customer has a big exchange and its worth the risk to provide them the fully insured label
Their order in our backend will be ORDER RECEIVED which means that they placed an order to sell us currency, but we haven’t received it

2. Accept or Reject
So here is the process that happens once we receive the customers banknotes for exchange
We count, verify the number of notes, make sure the note are authentic
We will now, through the backend and the customers order page, submit the customer a final offer. This final offer is a confirmation of what we will be paying them for their currency
The customer will receive an email that tells them what we will pay for their currency for sure now that we have it
The email will have our offer, an accept button and a reject button
When customer clicks on the ACCEPT button we will receive an email confirming they accepted our offer. We will then manually update their order to the next step in the order process which will be COMPLIANCE or PAYMENT SHIPPED (see Backend Management order statuses file)
When a customer clicks on REJECT button we will also receive an email that the customer rejected our offer. We will then have a sales guy contact them to negotiate a deal that the customer is comfortable with

3. If Customer Accepts
Now that a customer has accepted our order we need to do the following
1. If the customer order is $1,000 or more, meaning we are sending them a payment for $1,000 or more we need to update they order status to COMPLIANCE which will send them an email requiring them to verify their identity before we will ship their payment. This will be to comply with state and federal licensing requirements
2. After a customer verifies their identity then we can ship their check based on the shipping option they selected at checkout
3. If customers order value is $999.99 or less then no COMPLIANCE verification is required we will ship this customers order and update it to PAYMENT SHIPPED

4. If Customer Rejects
If the customer rejects our offer we will have a sales guy reach out to them to discuss an offer they are happy with as well as us
Once the updated offer is agreed upon the sales guy will update that in the system
If customers order is under $999.99 no compliance is required and we will process their order and ship their check
If customers order is $1,000 or more then we will require the COMPLIANCE which ill do the same as above

5. Compliance
Compliance is required on any order $1,000 or more, but its only required for us to verify the customer 1 time then they can do unlimited amount of orders of any size
Compliance will be triggered manually by updating the order status to COMPLIANCE
Once triggered a customer will be notified that they need to verify their identity in order to be paid. This email will ask them to login to to the verification via the customers dashboard and will walk them through that process
Once a customer verifies their identity then we will ship their payment and order will be updated to PAYMENT SHIPPED

6. Fulfillment
The final step of the process is shipping the customer their payment. This steps will be called PAYMENT SHIPPED
We need the ability to print the final invoice that outlines the deal we have just closed. That invoice will be sent to accounting to issue a check and then mailed to the customer
The customers order will be updated to PAYMENT SHIPPED and they will be sent a tracking number for their check thats being sent via the shipping options they selected at checkout
The order is complete at this point

What we will see?
I would imagine what we see is just like what we’d see for any order. I want all the order information and anything else to do with the order on the order detailed page when clicked upon
Sell Order: What customer is exchanging (Currency, denominations, #of notes)
Address: Their shipping info
Shipping Method: Their shipping method
Shipping Fee: Our standard shipping is Free, but if the customer selects a faster shipping service we need that fee added to the invoice that accounting will use to draft the customers check. Expedited shipping is an uncharge that will deduct from their total exchange value
Payment: Who we are paying (First and Last Name)
Their verification status – are they verified all ready via our compliance or do they need it
Invoice – Access to the invoice in PDF format that is easy to print or email
Add Ons – If customer added an upsell that would be an order associated with this order, but not this order. Meaning when someone selects the Dinar Surance up sell to buy then that would have a separate order number as it will be a product that we continue to sell the customer well after this order is complete, but on this invoice we need to be advised that this customer bought DinarSurance as its a deduction we subtract from their exchange
Order Notes: The steps of which their order has went through. The different status and the date of which they were entered into different status, basically the timeline statuses of the order
Accept or Reject Offer: The submit an offer interface – this is the section of the customers order where we submit a final offer of which we will pay. When they accept the offer it will show here. When they decline the offer it will show here
Check Shipping Status – The tracking number once we update the order to PAYMENT SHIPPED so our staff can access it easily if need be
Currency Shipping Status – We will provide customers free Fedex labels from time to time so if we do then this is where that information will be accessed. Also, we will have an auto email that messages the customers 24 hours after their order asking for them to provide us their own tracking number for their shipment so we can track it ourselves.

What will customers see?
I have attached the dashboard images they will see when the log into their account. So the customer will only see the emails we send them based on different order status updates and the info they can access on the order via their customer dashboard
1. When a customer submits an order they will get an emailed order confirmation with instructions, packing slip, etc based on what they are selling us
2. When the login to their account they will see the order under the SELL ORDERS tab attached in this email
3. They can get detailed order details by clicking on the order to see the detailed order view. They can also see the offer we submit to them only upon that offer being submitted. So it won’t show until an offer is submitted
4. If we provide the customer a shipping label then that will be displayed here as well
5. We need to add a link or a submission box that asks the customer to provide us their tracking info as well
6. Once the customers currency is received we will email them the ACCEPT Or REJECT email. We can allow them to accept the offer or reject from this email or require them to login to their account to accept or reject

RMA Plugin
The RMA plugin I gave you is exactly what I’m looking for
The main issue with the RMA plugin is the fact it only works with orders that were placed previously, now being returned. So its associated with a previous order number. We do accept customer returns and this plugin would work fine for that, but for the running of the SELL ORDER process for new customers just looking to sell something, not return an existing currency order this plugin will not work
We are not accepting a return in that sense, we need the ability for a customer to place an order to send us something, essentially it would operate like the taking of any order, but the customer will ship us the package first, then we will ship them the package (their check) next
The standard RMA plugin has almost all the features I need outside of the customer exchange reports, compliance, upsell path, and the front end process of a customer placing an order. But as far as the rest of the RMA it does exactly what I need it to do

Notes on sell process

In our terms and conditions if were unable to come to terms with a customer there is a $150+ fee to return the currency to them if they reject all of our offers. So the penalty and the fact we tell people upfront not to send currency if they do not plan to complete the transaction upfront limits the amount of currency we will have to ship back. Historically, this hasn’t been an issue, but there has been times. Most of the time is because customer shipped us something considerably different then what they said they were or thought they were.

So in that case wed still have a package being shipped to the customer whether its their currency or the check. As payment we’d require the customer to send us a cashiers check or money order or we would deduct notes from the order totalling the value owed.

2. How would the customer know that you will provide them with a shipping label?

When a customer places and order we will wait 3 business days, if currency is not received our sales department will reach out to the customer to see if there is any issues. If shipping is the issue then we can solve that and give them a fully insured shipping label to save the sale. So in conclusion the shipping label will be manual, a customer won’t know its offered, its only offered as a way to close the sale.

Plugins
This needs to be its own plugin that could be deployed on any woo commerce store easily.
This plugin will be used on over 10 sites that only do currency buybacks ONLY
This plugin will also be used on websites that buy and sell currency.
Regardless the full plugins, front end experience and backend experience should be easily deployable

Calculator or Quote process
On the front end a customer can see exactly what we will pay based on the banknotes they are selling as well as how many of those banknotes they have
Each banknote type will have a price on the backend that allows them to get these calculations on the front end
An example of this is here: https://www.safedinar.com/sell-currency/iraqi-dinar/
If a customer like the live quote range we give them, then they will proceed to place an order to SELL us that currency. Some currencies we will display a quote range, others we will display a specific price
The order process will be just like someone buying a product, but will have a few different parts 1. a checkout process that is specific to this product 2. will provide a customer a shipping label to ship their currency to us 3. will be a custom backend that allows us to process these sell orders. More details below

Up-sell Path
This is where things get tricky! On the SELL orders we will promote products and services that are them essentially placing an order to BUY something, not just SELL something
I need the ability for a customer to SELL currency, yet buy add ons, subscriptions, etc. If the amount is less than what they are exchanging we will deduct it from what we are going to pay them, if its greater and they owe us money we need to provide them clear instructions on how much money to send us in addition to their exchange
The fulfillment once the order is placed for these up sell orders will operate as they should, but the act of placing something where your BUYING and SELLING in one order is something that we will need to solve.
In 99% of cases we will be deducting from the currency they send us, so we just need a invoice that is customized to these deductions

Customer Backend
Customers should be able access SELL ORDERS from their my account Dashboard just as they would for orders they are placing to BUY currency
Next to any order where a customer BUYS currency, I want to have a button next to that order that says “Sell” this way a customer can be taken to the sell currency page directly from their dashboard
The customer needs the ability to access instructions on mailing currency from their dashboard
The customer needs the ability to upload a tracking number for an exchange they are placing with us where they are shipping to us
The customer needs to be able to access the ACCEPT or REJECT offer from this backend. This is where they can negotiate with us on their deal, in addition they can via email and this will be applied to this platform
Customer needs the ability to see their sell orders, status, invoices, etc

Fedex Return Labels
I need the ability to automatically give a customer a return shipping label based on shipping rules. This label will be created automatically, then emailed to the customer, also should be accessible from the THANK YOU page when a customer places an order as well
When we give this label to the customer, it needs to be appended to the customers SELL ORDER so that our staff can track the package accordingly
Not all customers will get labels, so we need the ability to issue a Fedex label to a customer from the Backend dashboard on the customers order. Only certain orders will qualify for shipping labels, but we won’t lose a sale because the customer isn’t confident with shipping currency to us, so we need the ability to manually trigger the label
If the customers order meets the free Fedex return label, I want the ability to provide it on the THANK YOU page, as well as a customer will get that emailed to them automatically. I want to automate this as much as possible, to remove repetitive things we do

Notification System
There will be multiple custom notification emails that need to be tailored to the sell platform specifically. The notification emails for buyers, will not be sufficient for the SELL platform
Order Received – This is the email that goes out to the customer upon them successfully completing their order on the site
Accept or Reject – When we receive the customers currency, we submit a final offer to them via this messaging system. They have to click a button in that email to accept or reject our offer
We can require them to login to review the offer and accept, or put it all in the email where they can accept or reject
Im open to any option as long as we are notified from a business point of view of the acceptance or rejection. Maybe highlight orders in the backend GREEN for accepted and RED for rejected. That way we know the status when managing orders from the back end
Compliance – This is an email we will need to manually trigger to the customer if the amount we are paying out will be $1000 or more.
Payment Shipped – Once we ship their payment they need to be notified of that and be given the tracking number to follow their order
Cancelled – We get a lot of orders where customers never complete them. The customer has 5 days to get us their currency or their order is cancelled. We can automate this cancellation process and notification or we can trigger it manually
In addition on the notification system if had the ability to message back and forth with the customer and have that archived would be extremely helpful. Some exchanges are easy and seamless, some require more back and forth

Reports & Analytics
Reports and analytics into the health of the exchange platform is very important to the companies success and knowing what is going out of the business and what is coming in
I would like to have some native built in reporting and analytics for this plugin. However, I would like to setup custom reporting via Glew.io which allows api access to create custom analytics and reports.
How many exchanges done total (gross number of exchanges done example 10 exchanges)
How many exchanges done per currency (Iraqi Dinar 30 exchanges, Vietnam Dong 100 exchanges, Euros 50 exchanges, etc)
How many exchanged one per banknote type (Iraqi Dinar 25k note, Iraqi Dinar 10K note, etc)
How much money paid out total (gross amount of money we have paid customers for their currency in USD)
How much money paid out per currency (display each currency and how much we spent. Example Euros $25,000, Iraqi Dinar 250,000, etc
How much of the foreign currency purchased (example would be 100,000,000 Iraqi Dinar, 400,000,000 Vietnam Dong, 50,000 Euros, etc)
How much shipping cost (gross amount we have had in shipping fees whether those were labels we gave to the customer or packages we sent to the customer for their exchange. This report should factor in the fees we have taken on as well as fees that customer paid towards shipping. We offer free 3 day shipping, but if they upgrade we charge them for shipping. This will be deducted from their final payout

Order Statuses
Overview – The order statuses need to be customized to fit the buyback business processes. The standard orders statuses for people BUYING currency will not work for the SELLING of the currency.
Exchange Pending – This status is what all orders enter when a customer places an order on the site to sell us currency, but we haven’t received it
Accept or Reject – This is the part where we send the customer our offer for their currency. This is where they accept or reject. If accept or reject, we receive an email to support@domain.com with what they decided. If they accept we proceed to send them payment. If they reject a sales guys will reach out to close a deal we are both happy with
Paidout – This is the final stage of an order a customer goes through. This is where we send the customer their tracking number to track their payment and an invoice or receipt outlining the deal we made. Because its labeled as paid out in the backend we know its been shipped and customer paid
Cancelled – Cancelled will be orders that are placed then payment isn’t received. Customers get only a short window to return their currency before they can place a new order, so when management sets order to cancelled that is basically us closing it out as currency never received and no exchange taking place
Compliance – If a customers order is $1,000 or more we have to collect info. We will manually trigger this after a customers currency has been received. Auto email should be triggered and once customer completes verification process we need to be notified. After verification is complete we can ship the customers order.

Order Fulfillment
I need the ability to place these orders for new and existing clients over the phone easily. If I can do this from the backend that would be ideal, otherwise we can complete the process a customer would do on the website. If the customer is an existing customer I need the ability to login to their account and shop as them. If its a new customer I need the ability to create an order from scratch as well as the customers account
We give a customer an offer range for their currency on site, for many currencies, then once received submit a final offer. I need the ability to have a bidding platform that corresponds with the customer our final offer once their currency is received. They can then accept it or reject it. Regardless of their decision we need a messaging flow that is attached to the customers order on the event that take place up to the offer being accepted. When an offer to accept or reject has been sent to the customer the order status should be updated so our staff knows an offer has been submitted to the customer
Once a customer accepts an order we need a detailed invoice that goes to the customer on their exchange, as well this invoice will be printed and accounting will issue payment to the customer per the terms of that invoice. Its super important this invoice is 100% accurate and shows the shipping charge, what were paying for the currency, plus any add on services a customer may have added. All of these are deductions from their overall exchange value
A customer can select different shipping speeds for their exchange in the cart, when we go to send the customer their check and create the shipping label, it should be based on what the customer selected at the time of checkout
When a customers order ships the tracking number needs to be emailed to them as well as attached to their order profile
We will have built in shipping rules for exchanges that will override a customer selection in certain events, even if they don’t pay for the service, we will upgrade them based on these rules we employ. The reason we do this is sometimes we payout in cash or upgrade a customer because the exchange is large and we want to give a great experience.
On the customers order we need to get all the details on what order #, order status, date, delivery status, paid out status, etc.

Compliance
The compliance program listed above needs to be fully integrated into our SELL ORDERS process. Compliance is the same whether someone is buying or selling currency to or from us. That is why I want a customer plugin for compliance specifically so that it can be deployed on any site
The compliance is manually triggered upon an admin requesting it
If customer doing the exchange has already been verified on previous buy orders, then no verification is needed, but customer should have Verification Badge so this isn’t triggered

Legal
There are different terms and conditions that have to be accepted when placing a sell order. They will be required to check a few boxes confirming acceptance of the terms before placing an order

Custom Invoices
Unlike an invoice that is money coming into the business, the SELL ORDERS is money going out of the business. These invoices need to reflect that. This is important from an accounting point of view as well as reports and analytics on site
An idea for the invoice could be a color coating we have on sell orders like RED for money paid out or some other type of accounting system

Custom Cart – Checkout process
When a customer places an order to sell us currency, the cart language needs to be customized to fit what they are doing. A sell order is just a reverse of them buying. Instead of them buying currency from us, sending payment and then us mailing their currency, this process is in reverse where they place an order, send us their currency, then we send them the check. Examples of how the cart should flow are 1. Who do we make your check payable to? 2. Where do you want us to mail your check? 3. How fast do you want to receive your check? (Picks Service)
Not only the cart needs to be customized, but the order notifications a customer gets, the order status updates from a business management perspective, etc
Custom Thank You page specific to customer selling currency. This page would be different then the thank you page a customer buying or laying away currency would see

Layaway Plugin (Phase 1)

The point of a layaway plan is to allow customers to make one or more payments over time. Since the currency is expensive this program allows us to get more orders, more fee revenue and allows a customer more flexibility in paying for an order overtime, rather than all up front today.

There isn’t a plugin for Woocommerce that I found that would work perfectly for this business type. We will most likely have to create a custom plugin that works for my business goals.

This plugin should be able to be deployed on other sites that may offer the layaway program. So when its built, build it in a way that allows it to be added to 1 or more sites.

Plugin Examples To Consider

This may work: https://woocommerce.com/products/woocommerce-deposits/

Another in-depth Magento plugin to consider if we need to build our own:
https://www.magedelight.com/partial-payment.html
https://www.milople.com/magento-extensions/partial-payment.html#!indies_productvideo[img]/15/

Program Types

Layaway Program #1 – Service fee based program
Buyer pays a service fee upfront based on the amount they want to put on layaway. No deposit is required. Service fee is non-refundable. Buyer ONLY receives currency if they payoff their order
Besides the upfront service fee payment, the only other payment a buyer will make is when the payoff their layaway balance
If buyer doesn’t make final payment order expires and the customer loses the ability to make the payment on it from their back end. They can however click a renew button to be taken to the cart to reorder it.
Does not pull from inventory. Layaway orders will have no inventory controls

Layaway Program #2 – Deposit based program
Buyer pays a deposit 10% towards the currency
Allow users to pay more than 10% down if they wish, but must be in 10% increments
On this upfront deposit to start their layaway, we will ship that portion of their layaway as soon as funds are received
Buyer makes a final payment anytime on or before day 30 from their back end or the emails we send them
If buyer makes final payment then we ship their order
If buyer doesn’t make final payment their order expires and they can click a button to renew it and be taken to the cart to reorder
Buyer will pay shipping on any order they complete. 2 potential packages shipped on this order. One upon deposit, another upon payoff
When the complete the order we will fulfill it as soon as payment is received

Front End

When a customer places an order on the site they should be able to see what their payment schedule will be, how much they owe now, and how much they owe by the end of their layaway. That information should show on the order page, all the way through the cart, checkout page and the order confirmation email, in the customers back end and again when they are invoiced as payment received. The should have full visibility to their order and the payment schedule, including the amounts due. See completed designs to see how information should be displayed. Rates, dates, amounts, etc will change based on what the customer is ordering

Service Fee Program
Service Fee (due today)
Payoff Schedule (due date of payoff)

Deposit Program
Deposit Amount (due today)
Payment schedule (date due + amount due)
Shipping fee (this will be added to each payment they do

Addition Payments
For customers that elect to go with the “Deposit Program” they gain access to be able to pay more than 10% down by selecting an increment of 10%. 10% is the minimum amount needed down to utilize the program, but there is no max on how much they want to put down. For instance one customer could put down 20% and another 50%, no matter what they put down, we will adjust their payment schedule accordingly

Cart
The cart will have to be customized to fit the questions and information we need to collect exclusive to the layaways. Buy order cart and sell order cart won’t work here
COD will not be a payment option available to layaway customers. Only mailed cashiers checks or money orders

Legal
In order to submit an order a customer must agree to the terms and conditions before they can complete their order

Thank You Page
I want to have a custom thank you page that is displayed to layaway customers on what they next steps are.

Business Back End

These are the features I need to have from a business management standpoint
Layaways should be under their own section in the admin area. The layaways should be a store, within a store. These layaway orders operate by themselves, have different payment details, etc. So I want to keep them segmented
Ability to change anything to do with an order, term, amount, payment status, shipping status, etc
Ability to block someone from buying this product
Ability to place an order on a customers behalf – orders via phone or email are common. These may be new customers or existing customers. Need the ability to handle either
Ability to see what the customer has paid and what he has left to pay
Ability to edit the front end payment
Ability to edit the back end payment
Ability to edit the date or term of a layaway
Ability to edit the invoice in its entirety – easily
Any tracking number for a shipment associated with deposits or payoff should be tied to the original order, not be new orders
Layaway orders do NOT pull from normal inventory for BUY orders. They will operate on their own completely and their will be no inventory controls used
Invoices we give to customers need to be customized to fit the layaway program – these are the invoices customers receive when they place an order or when we issue the receipt upon receiving their payment
Every time an invoice is updated with a new payment or payoff, the original invoice should be updated, not new invoices created.
Everything to do with a layaway orders, should be tied to that one order, should not create new orders for each event a customer does
Shipments should be tied to that layaway orders as well

Customer Back End

In the customers back end they need the ability to access their layaway order to see or do:
See their payment schedule, when their payment is due, what their payoff is, when their order expires, etc
Have the ability to 1. make a payment or 2. payoff on their open layaway order or 3. Start a New order (renew)

Up-Sell Path (this can be added via phase 2)

When a customer places a layaway order I want to be able to deploy the same custom up sell paths as I want for the buy orders and sell orders
The path will be 1-3 offers where a customer can add to cart or decline. If they add to cart then it updates the total. If they don’t then they go to the next offer.
Up-sells will be invoiced separately. Meaning if they order a layaway + up sells the system needs to create 2 orders. Order 1 for the layaway and order 2 for the up-sells, however the customer can send one payment for both items
The up-sell path will have rules that are used to display certain offers or not

Transactional Emails

There are multiple different notifications that need to be customer tailored to the layaway program. Those are listed below.

Expiration Notices

Pre Expiration
These emails will start going out before their order expires letting them know they have 7, 3, or 24 hours to make payment before the order expires.
10 Day
7 Day
3 Day
1 Day
Order Expired

Post Expiration
These emails will be triggered on customers that do not place a new order. If they place a new order or make a payoff they will not receive this email. If they don’t place a new order or do their payoff, then they will be sent these messages.
3 Day
7 Day
14 Day
30 Day

Note: The pre expiration and post expiration emails should have calls to action to renew, make payment or make full payoff in them. Those are the 3 goals of these emails. One to educate on the status, but to get a new order

Other Transactional Emails
Order Received – Shows payment schedule and tells them who to make check payable to and where to send it
Payment Received – Invoice/Receipt + payment schedule
Order Cancelled – check never received, manually canceled by staff
Shipped – When we ship currency associated with the layaway this will be the email they receive with tracking info
Expired – This is the message that they will receive when the order expires

Other Emails
Layaway Welcome Series (Service Fee)
Layaway Welcome Series (Deposit)
These emails go out to new layaway customers only to welcome them to the program and explain how it all works

Order Statuses

We need custom order statuses tied to the layaway program as they will different from our buy orders and sell orders

Order Statuses (Service Fee Based Program)
Fee Pending – When a customer places an order it will enter this status until their payment is received. Customer will receive a invoice upon placing the order with information on making payment
Awaiting Payoff – Once the service fee is received we will update the order to awaiting payoff. Customer will be notified that their service fee was received and the email will explain to them what to do next
Payoff Pending – This is the status an order will go to when a customer decides to pay it off. This status will be “payoff pending” because we haven’t received payment yet. Customer should receive an email invoice when they make a payoff with payment instructions
Payoff Complete – This is the status an order will enter once we have verification of payment received. Customer will be notified via email that their payment was received and their order will ship soon
Shipped – Once the customers order is shipped it will enter this status. Upon entering this status the customer will be notified that the order has shipped and be provided the tracking number for their shipment(s)
Cancelled – We give customers 5 days to send in their service fee. If its not receive within 5 days the system should automatically cancel the order and send the customer an email letting them know the order has been cancelled because we haven’t received payment
Expired – When a customer fails to make their payoff by the deadline orders will be converted to Expired status automatically. Customers will also receive an automated message letting them know their order has expired

Order Statuses (Deposit Based Program)
Deposit Pending – When a customer places an order it will enter this status until their payment is received. Customer will receive a invoice upon placing the order with information on making payment
Awaiting Installments – Once their deposit is received and processed the order status will be moved to “awaiting installments.” Customer will receive an email confirming their deposit was received
Installment Pending – Once the customers next payment is due and they decide to make it the installment they are paying on will enter pending status. Customer will receive an email with payment instructions and invoice for this payment they are making on the existing order
Installment Received – Once the customer payment is received we will update them that the installment was received and their order has been updated
Shipped – Once we ship the customers installment order the customer will receive an email with tracking information for this shipment
Cancelled – This status applies to the upfront deposit they make to start their layaway. They have 5 days to deliver that deposit or the order will automatically cancel. Customer should receive an email notifying them that it has been cancelled and why it was cancelled
Expired – If customer fails to make an installment payment or payoff by their expiration date the order will be updated to expired status automatically and the customer will be notified that the order has expired

Reports

Reports should be accessible on a per day, per week, per month or per specific date range selected. They should only report orders that have been paid for. Orders that have been placed, but have not been paid for should not be included in the reports

I would also like reporting built via API to Glew.io – This can be a phase 2 project

Service Fee Program Reports
How much foreign currency on layaway (this would be the total amount of foreign currency on layaway)
Layaway payoff value in USD (total gross amount in USD if everyone that had a layaway paid it off)
How many layaway orders placed (total amount of layaway orders made)
How many layaway orders paid off (how many layaway orders have been paid off, meaning they paid them off in full)
Revenue on layaway payoffs (total amount of gross revenue generated in USD from people paying off their layaways in full)
Revenue on layaway service fees (total amount of gross revenue generated on the upfront service fees paid in USD)
How many layaway orders expire by day
All reports should be able to seen by day, week, month, year, specific date range, etc.

Deposit Program Reports
How much I have on layaway (this would be the total amount of foreign currency on layaway)
Layaway payoff value (total gross amount in USD if everyone that had a layaway paid it off)
Layaway payments due today, by each day, by week, by month (# of payments due and value of those payments)
How many layaway orders placed (total amount of layaway orders made)
How many layaway orders paid off (how many layaway orders are paid off, meaning they paid them off in full – just the number of orders, not the amount of those orders)
Revenue on layaway payoffs (total amount of gross revenue generated from people paying off their layaways in full)
Revenue on layaway upfront deposits (total amount of gross revenue generated on the upfront 10% deposits paid)
Profit on layaway upfront deposits (we can use inventory cost here to get this calculation)
Profit on layaway installments and payoffs (we can use inventory cost here to get this calculation
How many layaway orders expire by day
All reports should be able to seen by day, week, month, year, specific date range, etc.

Collect on Delivery (COD) Phase 1

To date I have never offered a COD payment options, but moving forward we need to deploy this payment option to increase conversions. However, we need to have strict protocols to insure that we do not take on significant losses to fraud.

I have researched the industry for existing COD plugins and found nothing. So we will need to create a custom plugin that will work specific to my business.

I found this as a starting ground: https://docs.woocommerce.com/document/cash-on-delivery/

What all of these COD payment options fail to provide that I need is proof of funds via the verification platform. Then once verified appending those details back to the customers original orders.

Order Funnel (High Level)

1. Customer adds item to cart and checkout

2. Customer selects COD as their payment option

3. Customer hits the “Thank You” for your order page.
Customer will be given payment instructions – who to make their cashiers check or money order to, where to get these types of payments, why we require this type of payment and do not accept personal checks or business checks
Customer will then go get their cashiers check / money order
Customer will then have to upload their cashiers check or money order to provide us proof of funds, that check will then be verified by accounting, no order will ship until funds are verified
The last step of the funnel before we will ship the customers order is for them to verify their identity and mailing address. Depending on the order size different information will be needed

4. We ship the customers order via Fedex.

Note: Collecting personal information like social, drivers license, dob, etc is very personal. So the way I want the funnel structured is we get them to commit to getting the check, they have their funds, they verify their funds, then after we verify their payment is good, we require them to verify their identity for us to complete their order. I believe we will have less cancellations on orders this way, rather than trying to get all of this at once. It will be very overwhelming to them, therefore hurting our conversions

Order Limitations
I will have multiple limitations on COD orders as follows below. All customers will start with a set order limitation
Max COD order for a new customer will be $1500 – If customers cart exceeds this value, then the COD payment option will not be displayed
Once a customer becomes verified we will increase their order value to $2500 – so we will need the ability to have rules for COD on a per everyone basis and a per customer basis
If an admin wishes to increase the COD order amount then we need the ability to edit the COD orders for that individual customer only
We also need the ability to block a user from COD regardless of order size

COD Verification
There are 2 verification tiers that we will have to employ based on the order size

If customer order is $999.99 or less
Require image of check
Require upload of drivers license that matches mailing address
If no mailing address match, require utility bill

If customer order is $1,000 or more
Require image of check
Require upload of drivers license that matches mailing address
If no mailing address match, require utility bill
Complete compliance verification

Notes:
We only need to verify their identity on the first order. After they verify their identity on order number one, any future orders will not require identity verification only “Check Verification”
If we verify a customer and then on their next COD order they change the mailing address, then we need to redo the “Address Verification” which would be proof of a utility bill, bank statement, etc. We won’t need to verify their identity, just shipping to limit fraud
Customers future orders need to have some type of Verified Badge or Icon that lets us know they are verified. I don’t want to have to look all over the site to find this, it should be front and center
Also, when a customer uploads their check, I want that upload applied to the original order. That original order needs to have some type of verification as well which admin says: Check Verified or Check NOT Verified. No orders ship until all orders are verified, so I need to have a thread on these orders that explains all steps taken. COD on currency orders will be very risky
I need the ability to charge a COD surcharge for this payment options due to the additional processes we have to go through

Notification Emails
I need to have an email series for COD paying customers to make sure they complete the order. This is almost like cart abandonment, but the customer actually completed the order, we are just making sure they have all the information they need to complete it. These emails will have calls to action, videos, frequently asked questions, etc to push the customer through conversion

Email 1: Thank you for your order – This email will basically be the receipt that has information on paying via COD. This email will have a video in it the explains what to do and

Email 2: After 24 hours passes from the customers order and they haven’t yet uploaded an image of the check we need to send them a reminder letting them know we won’t ship their order until proof of funds are provided

Email 3: After 24 hours from the last email we should send them another follow up asking them if they want to proceed with the order or cancel it. If they click cancel then support should be notified that they want to cancel the order.

Email 4: After 24 hours from the last email we will send them a email that lets them know we are cancelling the order within 24 hours if proof of funds is not uploaded so we can ship.

Subscriptions & Memberships (Phase 1)

WooCommerce Subscriptions

We have several products that are membership subscriptions that are done on a per year basis. I need a solution that allows my customer to subscribe to these different services and keeps them resubscribing with email updates when expiration is close. Our service does not come with the ability to accept credit cards so that will limit us, but we need to make it work with what we have, which is mailed checks or money orders. The link above seems to have it all and should work just fine with what our services are.

Order Numbers (Phase 1)

I don’t want sequential order numbers. All numbers should be random and start in the xxxxxx range.

Backend Setup (Phase 1)

In the backend I want orders to be setup according to the order type they are, I have listed them below

Buy Orders
Sell Orders
Layaway Orders
Service Orders (ExpeditedExchange, CurrencyAlert, CurrencyVault, ExchangeSurance)

Dynamic Pricing (Phase 1)

We will provide built in discounts the more someone buys on each currency this plugin provides that ability.

Dynamic Pricing

Status Updates (Phase 1)

Managing Orders

We will have 4 types of status updates
Buy Orders statuses
Sell Orders statuses
Layaway Orders statuses
Service Orders statuses

All of these products are completely unique and the same out of the box statuses will not work for each of these products. Please see below status updates wanted. Not only should these be statuses, but have emails that notify the customer as well based on the status change.

Buy Orders

Payment Pending – Order received (unpaid) change to Unpaid
Processing – Payment received and stock has been reduced – the order is awaiting fulfillment. I want to change this to: Mail Paid and COD Paid need separate designations depending on customer payment type
Completed – Order fulfilled and complete – requires no further action. I want to change this to: Shipped
Cancelled – Cancelled by admin or customer
Refunded – Order refunded
Compliance – If a customers order is $1,000 or more we have to collect info. We will manually trigger this after a customers order has cleared. Auto email should be triggered and once customer completes verification process we need to be notified. After verification is complete we can ship the customers order

The statuses above are the statuses I want and need to run orders related to people buying currency from us

Sell Orders

Exchange Pending – This status is what all orders enter when a customer places an order on the site to sell us dinar, but we haven’t received it
Accept or Reject – This is the part where we send the customer our offer for their currency. This is where they accept or reject our offer to buy their currency. If accept or reject, we receive an email to support@domain.com with what they decided. If they accept we proceed to send them payment. If they reject a sales guys will reach out to close a deal we are both happy with
Paidout – This is the final stage of an order a customer goes through. This is where we send the customer their tracking number to track their payment and an invoice or receipt outlining the deal we made.
Cancelled – Cancelled will be orders that are placed then payment isn’t received. Customers get only a short window to return their currency before they can place a new order, so when management sets order to cancelled that is basically us closing it out as currency never received and no exchange taking place
Compliance – If a customers order is $1,000 or more we have to collect info. We will manually trigger this after a customers order has cleared. Auto email should be triggered and once customer completes verification process we need to be notified. After verification is complete we can ship the customers order.

Layaway Orders

Layaway Pending – Order received (unpaid)
Awaiting Payments – Payment received, awaiting next payment or payoff
Shipped – We will be shipping certain portions of their layaway and we need to have a notification that gets sent with a tracking numbers for those
Cancelled – Cancelled by admin or customer
Expired – When a customer fails to make their payment or payoff by the deadline orders will be converted to Expired status automatically

There will be other emails needed in this funnel, but Im not sure what plugin we will be using or if we will be creating one myself. All layaway orders have an upfront service fee that is charged and a payment at the end of the layaway term where physical currency is mailed. Layaway customer has the option to payoff, let expire or renew their order

Services

Unpaid – Orders that are received, but not paid for will start in this status
Active – Once customer pays we will update membership to Active
Expired – If a customer doesn’t renew his/her membership, it will update to expired
Cancelled – Cancelled by admin or customer if order goes unpaid
Shipping (Phase 1)

ShipperHQ.com – This service appears to do everything Im looking to do with my shipping requirements.

Fedex Integration – We will use my Fedex account to process orders exclusively for buy currency purchases

Stamps.com Integration – We will use Stamps.com for USPS shipments based on shipping rules

Shipping Rules – I will be using Flat Rate shipping that Fedex offers. I will have set pricing for 1 day, 2 day and 3 day service. We will use both envelopes and boxes. I want to make the site shipping work based on the rules we setup for packages. Most packages we do will fit in envelopes, but we will also utilize boxes as well depending on order size. A customer will have the option of upgrading shipment at the time of cart for a few, but certain situations regardless of what the customer chooses, we will upgrade them to safeguard a shipment at our own cost

Packing Slips – When we process orders for shipment not only should the system create a label for the customers order, but also a packing slip so that fulfillment can package the order a customer ordered. The packing slip will double as the customers invoice or receipt as well

Shipping Rules and Roles: https://woocommerce.com/products/role-based-payment-shipping-methods/

Coupons (Phase 1)

Smart Coupons

Coupons will be a big part of what were doing with the buy side of the business. We will use them on landing pages, email promotions, etc. Im not sure if this is the end all plugin for this or if there is something better, but lets take a look at this one

Text Message Order Updates (Phase 1)

Twilio SMS Notifications

I want to have text message capabilities to update customers on order information. This plugin looks like it will work or can be customized to work for my business

Refer-A-Friend + Customer Loyalty (Phase 1)

Refer A Friend

Smile.io – this is a more robust option that may work for not just referrals, but our loyalty program

We will be running a robust refer-a-friend program and based off the research I did this looks like it would be a good place to start.

Refer a friend program will be promoted throughout the site and different referral types will have different rewards attached to them. The refer a friend needs a tab in the customers backend as well so they can access rewards.

The refer a friend program will give a coupon to a new referral and a store credit to the customer that did the referring. The store credit will have to be used to buy something on our store to be redeemable

The only thing this refer a friend features appears to be missing that I would like to add is the ability for someone to text message their friend the referral link as well. So the methods of sharing would be:
Email
Text message
Facebook
Twitter

It looks like there is the ability to tie on Twilo to this service, but that will have to be determined by the people that quote this

Inventory Management (Phase 2)

We buyback currency at different rates depending on market conditions. I want to be a able to utilize inventory management and be able to track ROI properly based on what I’m buying currency for and the what I’m selling it for.

For instance I will show a scenario that Im commonly faced with and I want the ability to solve this….

On 1/1/2018 I buyback 20 million Iraqi Dinar for a rate of $500 per million
On 1/2/2018 I buyback 10 million Iraqi Dinar for a rate of $550 per million
On 1/3/2018 I buyback 50 million Iraqi Dinar for a rate of $600 per million

Now, all of this Dinar will be sold on the BUY IRAQI DINAR page

On 1/6/2018 a customer buys 20 million Iraqi Dinar for $750 per million
On 1/7/2018 a customer buys 10 million Iraqi Dinar for $800 per million
On 1/8/2018 a customer buys 30 million Iraqi Dinar for $900 per million
On 1/9/2018 a customer buys 20 million Iraqi Dinar for $800 per million

Here is what I want to know

1. As you can see from the example above Im buying Dinar from people selling it at a different rate daily based on the mid market exchange rate

2. That same Dinar I’m selling to new customers that are buying the Dinar from me at a higher rate

3. The inventory on hand would have been 80 million Dinar

4. I sold that 80 million Dinar, but I sold it at different rates, meaning there would be a different return on investment of that inventory

5. I want to be able to have an inventory management system that allows me to have 1 product, that is the same, but is bought and sold at different rates. What I mean buy this is CurrencyLiquidator.com/buy-iraqi-dinar would be the product page that would allow someone to buy Iraqi Dinar. This is the only page we sell Iraqi Dinar on. So this is the product being sold, but the product I’m selling I buy at different rates daily and sell for a different rate daily, this is what Im looking to solve.

I do not know if this is how all inventory management works already or if I need to build something custom for my business to track this. Ive never used inventory management and would like be able o get accurate reports about how much of any currency is on hand, what the ROI is on that inventory, etc.

My only concern is the way I have understood the standard inventory management solutions out there are based on a product being sold, that is always the same price per unit. My business isn’t like that.

Cost of Goods Sold or COGs is what Im looking to track here based on the inventory as well

Cost of Goods

Affiliate Program (Phase 2)

I will be launching an affiliate program and wish to use https://affiliatewp.com/ as the platform.

Ill be using the ULTIMATE plan.

I won’t be launching this right away, but I want to make sure it works on the build server and then we can push it to the live server whenever we decide to launch it.

Up Sell Path (Phase 2)

I want to create an up-sell / cross-sell path for people that add a product or service to their cart.

2 – 4 up sells, down sells and cross sells after a user proceeds to checkout
Ability to have specific funnels per each product or product category
Ability to split test offers in the funnel
Rules based system on what to present, what not to, what to show or not show based on what they customer does, doesn’t do, etc
Conversion reports on how the funnel is performing
Segmentation capabilities – Ability to not show certain offers to people that have already signed up for that offer
Compliance Platform (Phase 2)

The compliance process can happen in 2 ways.

1. We can have it in the customers account backend under a tab

2. We can trigger a verification email to the customer and they can verify their identity outside of the customer account backend area

Im open to either method. It may be easier having this in the customers backend, but its essential that this process is secure as very sensitive information is being collected.

Collects (Frontend Collection)
First, Middle and Last Name
Home Address
Date of Birth
Social Security Number
DL info: Issue state, issue year, Drivers license number
Occupation
Source of Funds explanation
What their IP address is
Experian Test Questions for verification

For liability purposes the website can collect the social, but once we receive it we will store it offsite. All of the other information we collect is information we can leave in the CRM for the customer.

Order Info (Internal Use – Backend)
Buy Orders – all invoices for this customer
Sell Orders – all invoices for this customer
All order numbers where a customer buys or sells currency should be tied to their verification profile.

We will offer 3 ways for customers to verify their info
Upload – The user will have the ability to upload their documents and enter the information we need to verify
Text Message – A customer can text their documents and information to a dedicated compliance department cell phone
Email Us – The last section is a customer can email us the info we need to verify their information.

On the compliance page we will give them the 3 options to verify identity as well is they will have access to the verification section in their customer backend.

Verification (Internal Use – Backend)
Verified Date:
Verified By:
Verified Via:
CTRs Filed:
SARs Filed:
Experian Score:
OFAC Check:
Ability to upload files by our compliance team

The information above is different things we have to do from a business standpoint with the information we collect. I would like to be able to append information and update information on the users profile. So the way invasion this is the customer will have a VERIFICATION tab where our staff can manage any verification, federal and state reporting on the customer from here

Velocity
We have to trigger compliance verification when the customer does the following:
Places an order that exceeds $1,000
If a customer places 2 or more orders that exceed $1,000 or more then we need to verify them (meaning a customer places an order on January 1, 2018 for $600 and then comes back on January 1, 2018 and spends another $600 that breaks the $1000 threshold and verification should be done
If a customer places an order for $10,000 or more then that order needs to be given special treatment and categories under a section call FILE CTR – A CTR stands for Cash Transaction Report and is required on any physical currency order that exceeds $10,000+ in currency out or $10,000+ currency in. Needs to be an email triggered to compliance when this order is invoiced so they know a CTR needs to be completed
There is no verification required by federal law if the order is $999.99 or less per customer, per 24 hour period
If customer uses our COD (Collect on Delivery) payment method certain verification will be required for those customers to limit liability and fraud

Verification
Once someone has verified their info on the website, our compliance team needs to be notified so they can verify the information submitted. Notification can be triggered via email or via a backend solution that allows us to access verification information
There needs to be a compliance messaging system in place to correspond with the customer if needed on their information . This messaging platform needs to be fully secure due to the nature of the information being exchanged. I can also do this via ZenDesk as that is the platform ill be using for customer support.
Once compliance verifies the customer, they are free to place as many orders as they want without the need to verify their identity again. The customer should be awarded some type of Badge or Checkmark that signifies verified so when we are processing orders they have a checkmark or badge on their orders that says they are verified to avoid order processing delays
The verification and admin platform needs to have access controls where only certain people can access it
We need the ability to print off the information submitted once the customer verifies their info. We will delete this info from the website after its verified and then file it physically to avoid data breaches
Glew.io (Phase 2)

WooCommerce Google Analytics

Analytics will be run through Google Analytics and Glew.io. Both need to be installed, tested and make sure its working

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