Customer journey

What this feature does

The customer journey covers discovery, verification, following, checkout, order tracking, account management, and refund requests.

This guide describes the behavior implemented by Mallello, the people allowed to use it, and the operational checks that keep it dependable.

Detailed workflow

1. Browse Discover, Categories, Vendors, or a tracked campaign link.
2. Create an account and verify the email address.
3. Save a listing or follow its vendor to receive applicable updates.
4. Choose product options and complete checkout.
5. Track the order and group-buy progress from the dashboard.
6. Request a refund only while the listing's vendor-defined refund window and platform rules permit it.

Rules and permissions

• A customer must be authenticated for saved items, follows, hosted checkout, and account pages.
• Verification links are single-purpose and may expire.
• Group buys are generally non-cancelable after the refund deadline, order-period close, or manufacturing begins.
• Failed-MOQ refunds retain the disclosed non-refundable platform fee.

Failure handling and edge cases

• If checkout returns before the webhook, the success page reconciles the Stripe session where possible.
• A missing order should be checked against Stripe payment status before the customer retries.
• Unverified or suspended accounts cannot complete protected actions.