Buyer & Seller Journey
Last Updated: 18 August 2026
Nassham Pay Marketplace

Buyer & Seller Journey

This document explains the complete journey through the Nassham Pay marketplace, beginning when a visitor discovers the platform, registers an account, logs in as a Buyer, shops and places an order, and continuing through payment, seller onboarding, product creation, order processing, delivery, Buyer confirmation and Seller payout.

Effective Date 18 August 2026
Last Updated 18 August 2026
Version 1.0
Journey Overview: The marketplace journey connects Buyers, Sellers, payment processing, order management, delivery and seller settlement. Each stage should be completed successfully before the next stage becomes available.

1. Journey Overview

Nassham Pay operates as a marketplace that connects Buyers with Sellers. The journey begins when a visitor enters the platform and ends when a completed order is confirmed and the Seller becomes eligible for payment.

VISITOR → BROWSE → REGISTER → LOGIN → BUYER → SHOP → PAYMENT → SELLER FULFILMENT → DELIVERY → CONFIRMED → PAYOUT

The journey begins when a Visitor discovers and browses the Nassham Pay marketplace. When the Visitor creates an account and successfully logs in, the registered user can use the platform as a Buyer.

The Buyer can browse products, select items, proceed through checkout and complete payment. After a successful order, the Seller receives the order, processes and prepares it, updates the order status and arranges delivery. After delivery is confirmed and the order is successfully completed, the Seller's eligible earnings become available for payout.

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2. Visitor, Registration & Login Journey

The journey starts when a Visitor accesses Nassham Pay. A Visitor may explore the marketplace and discover products before creating an account.

1
Visitor Arrives at Nassham Pay
A Visitor accesses the marketplace and can begin exploring available products, categories and other publicly available marketplace content.
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2
Browse the Marketplace
The Visitor browses categories, subcategories, product types, products and available Seller stores before deciding to create an account or continue with a purchase.
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3
Register an Account
The Visitor provides the required registration information and submits the registration form to create a Nassham Pay user account.
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4
Account Successfully Created
After successful registration, the Visitor becomes a registered Nassham Pay user and can use the registered account credentials to sign in.
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5
Login
The registered user logs in using the account credentials. After successful authentication, the platform creates an authenticated user session.
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6
User Enters the Platform as a Buyer
After logging in, the user can use Nassham Pay as a Buyer. The Buyer can access the marketplace, manage the account, shop for products, place orders and manage purchases.

Registered User Options

After logging in, the registered user can continue using the marketplace as a Buyer. A registered user who wants to sell through Nassham Pay may separately submit a request to become a Seller.

REGISTERED USER → BUYER → REQUEST TO BECOME SELLER → SELLER REVIEW → APPROVED SELLER

Important Journey Rule

Registration creates a platform user account. Seller access is a separate journey. A registered user must submit a Seller request and complete the applicable Seller approval and onboarding process before creating a store and adding products for sale.

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3. Buyer Journey

The Buyer journey covers the complete customer experience from visiting Nassham Pay through selecting products, payment, receiving the order and confirming successful delivery.

1
Enter Marketplace as Buyer
After successful login, the registered user accesses Nassham Pay and uses the marketplace as a Buyer.
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2
Browse or Search
The Buyer browses categories, subcategories, product types or searches directly for products.
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3
Select Products
The Buyer reviews product details, pricing, quantity, availability and applicable options.
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4
Add to Cart
Selected products are placed in the Buyer's shopping cart.
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5
Checkout and Payment
The Buyer provides delivery details, reviews the order and completes the applicable payment process.
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4. Browse and Product Selection

A visitor may explore the marketplace before becoming a Buyer. Products should be presented through the marketplace category and product structure.

Buyer Actions

  • Browse marketplace categories.
  • Select a subcategory.
  • Select a product type where available.
  • Search for a specific product.
  • Apply available filters.
  • Open a product page.
  • Review product information.
  • Review pricing and applicable discounts.
  • Select quantity or available options.
  • Add the product to the shopping cart.

Product Availability

Before an item can proceed through checkout, the platform should verify that the product is active, visible and available in the requested quantity.

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5. Nassham TradeTalk

Nassham TradeTalk is the built-in messaging system provided by Nassham Pay to allow Buyers and Sellers to communicate directly about products and orders within the marketplace.

Buyers and Sellers should use Nassham TradeTalk when they need to discuss product details, availability, price, discounts, delivery arrangements or other information related to a marketplace transaction.

What Buyers and Sellers Can Discuss

  • Product details and specifications.
  • Product attributes such as colour, size, model, material or other available options.
  • Product availability and stock.
  • Quantity requirements.
  • Discount requests and agreed pricing where applicable.
  • Delivery options and delivery arrangements.
  • Delivery fees before the Buyer completes payment.
  • Pickup arrangements and collection information.
  • Questions about an existing order.
  • Other information directly related to products or marketplace transactions.

Example TradeTalk Journey

1
Buyer Finds a Product
The Buyer browses the marketplace and opens a product that they are interested in purchasing.
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2
Buyer Opens Nassham TradeTalk
The Buyer contacts the Seller through the built-in Nassham TradeTalk messaging system.
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3
Product Details Are Discussed
The Buyer may ask about details such as colour, size, specifications, availability, quantity or other product attributes.
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4
Price or Discount Discussion
The Buyer and Seller may discuss an applicable discount or other product-related pricing information through Nassham TradeTalk.
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5
Delivery Fee Discussion
Where the order requires delivery, the Buyer and Seller may discuss delivery requirements and the applicable delivery fee before payment is completed.
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6
Agreement Is Recorded
The conversation remains within Nassham TradeTalk as part of the marketplace communication record.
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7
Buyer Continues to Checkout
After the relevant details have been clarified, the Buyer can proceed with the marketplace order and payment process.

Why Nassham TradeTalk Is Required

Nassham TradeTalk helps keep important marketplace communication connected to the transaction. This creates a clear communication record between the Buyer and Seller.

Transaction Record and Transparency

Discussions about products, attributes, discounts, delivery fees and transaction arrangements should take place through Nassham TradeTalk. Keeping communication inside the platform helps provide a reliable record of what was discussed and agreed.

Benefits of Using Nassham TradeTalk

  • Creates a clear record of communication between the Buyer and Seller.
  • Helps verify discussions relating to product details and attributes.
  • Helps clarify discussions about colour, size, model, specifications and other product options.
  • Provides a record of discount discussions where relevant.
  • Helps record discussions about delivery arrangements and delivery fees.
  • Makes it easier for Nassham Pay to review a transaction when a dispute is reported.
  • Supports investigation of disagreements between Buyers and Sellers using the communication record associated with the marketplace transaction.
  • Can assist the return, refund or dispute process where communication about the product or order is relevant to the case.
  • Reduces the risk of conflicting claims about what was communicated or agreed.
Important: Buyers and Sellers should not rely on conversations conducted through third-party messaging applications, personal phone calls or other external communication channels as the primary evidence of agreements relating to a marketplace transaction. Communications relating to products, discounts, delivery fees, order arrangements, returns or disputes should be conducted through Nassham TradeTalk where the platform provides that functionality.

Disputes and Case Resolution

If a dispute, return request, refund request or other case is raised, relevant Nassham TradeTalk conversations may help Nassham Pay understand the communication between the Buyer and Seller in relation to the transaction.

For example, the communication record may help establish what product details were discussed, whether a particular colour or size was requested, whether delivery arrangements were discussed, or whether a delivery fee was communicated between the parties.

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6. Cart and Checkout Journey

After adding products to the cart, the Buyer reviews the order and proceeds through checkout.

1
Review Cart
Review products, quantities and current order amounts.
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2
Sign In or Continue as Required
The Buyer completes any required account or authentication step.
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3
Select Delivery Details
The Buyer selects or provides the delivery address and applicable delivery option.
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4
Review Final Amount
Product prices, discounts, delivery fees and other applicable charges are calculated.
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5
Proceed to Payment
The Buyer confirms the order and begins the payment process.
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7. Payment Journey

Payment must be successfully processed and verified before the Seller receives the order as a paid order for fulfillment.

PAYMENT_PENDING → PROCESSING → SUCCESSFUL

Payment Process

  1. The Buyer selects the payment method.
  2. The platform creates the required order and payment records.
  3. The order enters the payment pending stage.
  4. A payment request is initiated.
  5. The Buyer completes the required payment action.
  6. The payment result is received and verified.
  7. A successful payment updates the payment record.
  8. The order becomes eligible for Seller fulfillment.
  9. The Seller receives a new order notification.
Payment Verification: A payment should not be treated as successful solely because the Buyer returns to the marketplace. The platform should verify the final payment result before releasing the order for fulfillment.
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8. Seller Registration Journey

A user who wishes to sell through the marketplace follows the Seller onboarding journey.

REQUESTED → PENDING → UNDER_REVIEW → APPROVED
  1. The user selects the option to become a Seller.
  2. The user completes the required Seller information.
  3. The Seller request is submitted.
  4. The request enters the appropriate review process.
  5. An approved Seller account becomes active.
  6. The Seller gains access to the Seller dashboard.
  7. The Seller can begin adding products.
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9. Seller Product Journey

After Seller access is approved, the Seller can create and manage products through the Seller dashboard.

1
Open Add Product
The Seller starts a new product listing.
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2
Select Product Classification
Select category, subcategory and product type.
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3
Enter Product Details
Add product information, images, pricing and availability.
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4
Submit Product
The product is saved and follows the applicable publication process.
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5
Product Published
The product becomes available to eligible Buyers on the marketplace.
DRAFT → PENDING_REVIEW → PUBLISHED
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10. Seller Receives a Paid Order

The Seller should receive the order after the platform has confirmed that the required payment process has completed successfully.

  1. Buyer payment is successfully verified.
  2. The order is marked as paid.
  3. The relevant Seller is identified.
  4. A new order notification is created.
  5. The Seller opens the order from the dashboard.
  6. The Seller reviews products and fulfillment details.
  7. The Seller begins order processing.

Seller Order Information

  • Order reference.
  • Ordered products.
  • Quantity.
  • Payment status.
  • Delivery information.
  • Order date.
  • Applicable fulfillment information.
  • Expected Seller earnings where applicable.
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11. Seller Order Processing Journey

Orders on Nassham Pay have two fulfillment types: Delivery Orders and Pickup Orders. The Seller follows the appropriate journey depending on the fulfillment method selected by the Buyer.

Order Status Lifecycle

PENDING → PROCESSING → PACKED → READY_FOR_PICKUP → DISPATCHED → IN_TRANSIT → DELIVERED

Depending on the fulfillment type, not every status is required. A Pickup Order normally ends after the Buyer collects the order, while a Delivery Order continues through dispatch and transit before reaching the DELIVERED status.

11.1 PENDING

A new order enters the PENDING stage while the required order and payment requirements are being completed. The Seller should review the order details and determine the required next action.

Delivery Fee Requirement

For a Delivery Order, the Buyer first provides the required delivery details. Before the Buyer can complete payment, the Seller reviews the delivery requirements and configures the applicable delivery fee.

Once the delivery fee has been configured, the Buyer can review the final order total and proceed to complete payment.

11.2 PROCESSING

After the order requirements have been completed and payment has been successfully confirmed, the Seller begins preparing the ordered products.

  • Review the products and quantities ordered.
  • Verify that the products are available.
  • Prepare the products for fulfillment.
  • Confirm that the correct items are included.
  • Update the order status to PROCESSING.

11.3 PACKED

When all products have been prepared and securely packaged, the Seller updates the order to PACKED.

At this stage, the order is prepared for either Buyer collection or delivery, depending on the selected fulfillment type.

11.4 READY_FOR_PICKUP

The READY_FOR_PICKUP status is used when the order is ready for the next fulfillment action.

For a Pickup Order, this means the Buyer can collect the order from the Seller's store or designated collection location.

For a Delivery Order, this status may indicate that the packed order is ready to be handed over for delivery.

11.5 CANCELLED

If an order cannot continue through the normal fulfillment journey and is validly cancelled according to the applicable marketplace rules, its status becomes CANCELLED.

A cancelled order does not continue to processing, pickup, dispatch, transit or delivery.

Processing Status Reference

Status Meaning Seller Action Fulfillment Type
PENDING The order has been created and is awaiting the required next step. Review the order and complete any required action, including configuring the delivery fee where applicable. Delivery / Pickup
PROCESSING The Seller is actively preparing the order. Prepare and verify the ordered products. Delivery / Pickup
PACKED The products have been prepared and packaged. Complete packing and prepare the order for collection or delivery. Delivery / Pickup
READY_FOR_PICKUP The order is ready for collection or handover. Allow Buyer collection or prepare the order for delivery handover. Delivery / Pickup
DISPATCHED The order has left the Seller or collection point for delivery. Confirm that the delivery process has started. Delivery Only
IN_TRANSIT The order is currently on its way to the Buyer. Continue the delivery process until the Buyer receives the order. Delivery Only
DELIVERED The Buyer has received or successfully collected the order. Mark fulfillment as completed and wait for the applicable Buyer confirmation and payout process. Delivery / Pickup
CANCELLED The order has been cancelled and will not continue through fulfillment. Stop fulfillment and follow the applicable cancellation and refund process. Delivery / Pickup
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12. Delivery and Pickup Journey

After a Buyer places an order, the fulfillment journey depends on whether the Buyer selected Delivery or Pickup.

12.1 Delivery Order Journey

A Delivery Order requires delivery details and a delivery fee before the Buyer can complete payment.

1
Buyer Selects Delivery
The Buyer chooses delivery as the preferred fulfillment method.
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2
Buyer Provides Delivery Details
The Buyer enters the required delivery address and other applicable delivery information.
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3
Seller Reviews Delivery Request
The Seller reviews the delivery details and determines the applicable delivery fee.
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4
Seller Configures Delivery Fee
The Seller adds the applicable delivery fee to the order before payment can be completed.
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5
Buyer Reviews Final Total
The Buyer can see the order amount together with the configured delivery fee.
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6
Buyer Completes Payment
Once the required payment is successfully completed, the Seller can begin fulfillment.
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7
Seller Processes and Packs Order
The Seller updates the order through PROCESSING and PACKED.
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8
Order Ready for Delivery
The order is marked READY_FOR_PICKUP when it is ready for handover to the delivery process.
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9
Order Dispatched
The order leaves the Seller or collection point and the status becomes DISPATCHED.
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10
Order in Transit
The delivery is actively progressing and the order status becomes IN_TRANSIT.
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11
Buyer Receives Order
Once the order reaches the Buyer, the order status becomes DELIVERED.

12.2 Pickup Order Journey

For a Pickup Order, the Buyer collects the completed order from the Seller's store or designated pickup location. A delivery fee is not required for this fulfillment method.

1
Buyer Selects Pickup
The Buyer chooses to collect the order from the Seller's store or designated pickup location.
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2
Buyer Completes Payment
The Buyer completes the applicable order payment.
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3
Seller Processes Order
The Seller prepares the ordered products and updates the order to PROCESSING.
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4
Seller Packs Order
Once preparation is complete, the order status becomes PACKED.
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5
Ready for Buyer Collection
The Seller marks the order READY_FOR_PICKUP and the Buyer can collect it from the Seller's location.
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6
Buyer Collects Order
The Buyer arrives at the Seller's store or designated pickup location and receives the order.
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7
Order Completed
After successful collection, the order can be marked DELIVERED to represent that the Buyer has received the products.

12.3 Delivery and Pickup Comparison

Stage Delivery Order Pickup Order
Fulfillment Selection Buyer selects Delivery. Buyer selects Pickup.
Delivery Details Required before delivery fee configuration. Not required.
Delivery Fee Seller configures the applicable fee before the Buyer completes payment. Not applicable.
Payment Buyer pays after the final total, including the configured delivery fee, is available. Buyer completes the applicable order payment.
Final Fulfillment DISPATCHED → IN_TRANSIT → DELIVERED READY_FOR_PICKUP → Buyer Collection → DELIVERED
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13. Buyer Confirmation Journey

After delivery, the Buyer can confirm successful receipt of the order. Where the platform provides an automatic confirmation period, the order may also progress according to the applicable marketplace rules.

DELIVERED → WAITING_FOR_CONFIRMATION → CONFIRMED → COMPLETED

Successful Journey

  1. The Buyer receives the order.
  2. The delivery is marked as completed.
  3. The Buyer reviews the received order.
  4. The Buyer confirms successful receipt.
  5. The order becomes confirmed.
  6. The order becomes completed.
  7. The Seller's eligible earnings can proceed toward availability.

Alternative Journey

If there is an eligible problem with the order, the Buyer may instead enter the applicable return, refund or dispute process rather than confirming completion.

DELIVERED → RETURN_REQUESTED → DISPUTE / RESOLUTION
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14. Seller Payout Journey

Successful Buyer payment does not necessarily mean that the Seller immediately receives a payout. The order should first complete the required fulfillment and confirmation stages.

1
Buyer Payment Confirmed
Funds are recorded against the order according to the payment process.
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2
Order Fulfilled
The Seller processes and delivers the order.
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3
Order Confirmed
The Buyer confirms receipt or the order otherwise completes under platform rules.
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4
Seller Earnings Calculated
Applicable commissions, fees and adjustments are calculated.
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5
Funds Become Available
Eligible Seller earnings become available for the applicable payout process.
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6
Seller Gets Paid
The payout is processed through the approved settlement method.

Seller Net Earnings

Seller earnings should be calculated from the applicable order amount after valid marketplace commissions, fees, refunds, reversals or other permitted adjustments have been applied.

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15. Status Lifecycle

Nassham Pay maintains separate status lifecycles for orders, payments, Seller payouts and products. Each status type represents a different part of the marketplace journey and should be managed independently.

15.1 Order Status

The Order Status tracks the physical fulfillment journey of an order from preparation through delivery or Buyer collection.

PENDING → PROCESSING → PACKED → READY_FOR_PICKUP → DISPATCHED → IN_TRANSIT → DELIVERED

Delivery Order Lifecycle

For a Delivery Order, the normal fulfillment journey is:

PENDING → PROCESSING → PACKED → READY_FOR_PICKUP → DISPATCHED → IN_TRANSIT → DELIVERED

Pickup Order Lifecycle

For a Pickup Order, the Buyer collects the order from the Seller's store or designated pickup location. The dispatch and transit stages are not required.

PENDING → PROCESSING → PACKED → READY_FOR_PICKUP → DELIVERED

Cancellation Status

An order may move to CANCELLED when it is validly cancelled according to the applicable marketplace cancellation rules. A cancelled order does not continue through the normal fulfillment journey.

PENDING → CANCELLED

Order Status Reference

Status Meaning Applies To
PENDING The order has been created and is waiting for the required next step before fulfillment proceeds. Delivery / Pickup
PROCESSING The Seller is preparing and verifying the ordered products. Delivery / Pickup
PACKED The ordered products have been prepared and packaged. Delivery / Pickup
READY_FOR_PICKUP The order is ready for Buyer collection or ready for handover to the delivery process. Delivery / Pickup
DISPATCHED The order has been handed over and has started its delivery journey. Delivery Only
IN_TRANSIT The order is currently being transported to the Buyer. Delivery Only
DELIVERED The Buyer has successfully received or collected the order. Delivery / Pickup
CANCELLED The order has been cancelled and fulfillment has stopped. Delivery / Pickup

15.2 Payment Status

Payment Status is separate from Order Status. It tracks whether the Buyer's payment has been initiated, processed and successfully confirmed.

PENDING → PROCESSING → SUCCESSFUL

15.3 Seller Payout Status

Seller Payout Status tracks the Seller's earnings separately from both the Order Status and Payment Status.

HELD → AVAILABLE → REQUESTED → PROCESSING → PAID

Seller funds may remain HELD until the applicable order delivery, Buyer confirmation and any required review or resolution period have been completed. Once eligible, the funds become AVAILABLE for payout according to the marketplace payout process.

15.4 Product Status

Product Status controls the publication lifecycle of a Seller's product on the marketplace.

DRAFT → PENDING_REVIEW → PUBLISHED

Important Status Separation

Order Status tracks fulfillment, Payment Status tracks the Buyer's payment, Seller Payout Status tracks the Seller's earnings and withdrawal process, and Product Status tracks whether a product is ready to appear on the marketplace.

For example, an order can have an Order Status of IN_TRANSIT while its Payment Status is SUCCESSFUL and its Seller Payout Status remains HELD.

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16. Complete End-to-End Journey

The complete marketplace journey can be summarized as follows.

1
Visitor Enters Marketplace
Browse and search available products.
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2
Buyer Selects Products
Products are reviewed and added to the cart.
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3
Checkout
Delivery information and final order details are reviewed.
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4
Payment
Payment is initiated, completed and verified.
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5
Seller Receives Paid Order
The Seller is notified and begins fulfillment.
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6
Seller Processes Order
The order moves through processing and delivery preparation.
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7
Order Delivered
The Buyer receives the order.
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8
Buyer Confirms
The order becomes confirmed and completed, subject to applicable platform rules.
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9
Seller Earnings Available
Eligible net earnings become available for settlement.
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10
Seller Gets Paid
The Seller payout is processed and recorded.
Core Marketplace Flow: Visitor → Browse → Product → Cart → Checkout → Payment → Paid Order → Seller Processing → Delivery → Buyer Confirmation → Order Completed → Seller Payout.
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