Industries · E-commerce
We build the operating system behind your online store — orders from your website, marketplaces and WhatsApp, stock that agrees everywhere, couriers, cash on delivery, returns and customers, connected in one platform designed around how you actually sell.
01Where online stores lose money
Most online stores have a good storefront and a back office made of tabs: the store admin, two marketplace portals, a courier dashboard, a spreadsheet and a WhatsApp phone.
What happens
The website, each marketplace and orders taken on Instagram or WhatsApp each keep their own stock number. Someone updates them by hand after a delivery arrives or a sale goes live.
What it costs
Oversold orders, apologetic cancellation messages, marketplace penalties for late or cancelled shipments and a team that doesn't trust any stock figure.
With one system
One stock record per variant feeds every channel. A sale anywhere reserves the unit everywhere, and low-stock variants are flagged before they oversell.
What happens
A customer messages on WhatsApp. The team finds the order in the store admin, the tracking number in the courier portal and the delivery notes in a chat with the driver.
What it costs
Support time spent looking things up instead of selling, slow replies during sale weeks and customers who never order again after one confusing delivery.
With one system
Every order carries its payment, picking status, airway bill and courier events in one timeline, and status updates go to customers automatically at the moments you choose.
What happens
Couriers send remittance files in their own formats. Finance matches them to orders line by line, and failed delivery attempts and returns to origin are tracked in a separate sheet.
What it costs
Delivered orders that are never paid out, courier fees nobody checks, and a cash position that's only clear weeks after the money should have arrived.
With one system
Remittance files are matched to delivered COD orders automatically. Missing payments, fee differences and repeated failed attempts surface as a short exceptions list.
What happens
A customer asks to swap a size. The agreement, the pickup, the inspection and the refund all happen in messages, and the returned item goes back on a shelf without updating stock.
What it costs
Refunds issued twice or not at all, saleable stock sitting unlisted, and no view of which products come back most and why.
With one system
Each return has a reference, a reason, a pickup, an inspection result and a resolution — refund, exchange or store credit — and inspected stock goes straight back to available.
What happens
Reorders happen when the warehouse notices an empty bin. Supplier lead times, inbound purchase orders and sale plans live in different people's heads.
What it costs
Bestsellers out of stock in the weeks that matter, and cash tied up in slow variants nobody meant to reorder.
With one system
Sell-through by variant, open purchase orders and supplier lead times sit together, so reorder suggestions arrive early enough to act on.
What happens
Revenue is visible in the store admin, but courier fees, gateway charges, marketplace commission, discounts and returns are spread across other systems.
What it costs
Promotions and channels that look profitable on revenue but lose money once every cost is counted.
With one system
Each order carries its fees, discounts and return costs, so contribution by channel, product and campaign is a live view rather than a quarterly exercise.
02E-commerce platform preview
Switch between the views an operations lead, warehouse team, support agent and founder would use every day. Every screen is designed per store in discovery.
Illustrative interface with sample data — your system is designed around your channels, products and couriers.
Illustrative demo · sample dataCan you picture your own store on it?
Build your e-commerce system03Solutions
Every order in one pipeline
Website, marketplace, WhatsApp and Instagram orders arrive in the same pipeline with their channel, payment method and ship-by time, then move through picking, packing and dispatch.
Every order in one pipeline
Website, marketplace, WhatsApp and Instagram orders arrive in the same pipeline with their channel, payment method and ship-by time, then move through picking, packing and dispatch.
Not every store needs every module. We scope the ones your operation actually uses, and add the rest when you need them.
04AI inside the system
AI in your e-commerce system works on your own orders, stock, courier events and messages. It drafts, matches, forecasts and explains — your team approves what goes out.
AI never issues refunds, cancels orders, changes prices or messages customers outside approved templates without a person confirming. Payment card data stays with your payment provider, and every suggestion links to the records it came from.
The assistant finds the order, reads the courier events and drafts a reply: out for delivery in Al Nahda, second attempt, driver unable to reach them — with a request to confirm a time. Anything about refunds or complaints goes to a person.
Suggests quantities per variant from recent sell-through, last year's sale weeks and supplier lead times, and drafts the purchase orders for a buyer to review.
Compares each charge with the agreed rate card and the order's weight and zone, and lists the differences with the shipments behind them.
Groups return notes and inspection results — most mention chips at the handle on arrival — and points to the packaging change in week 3 as the likely start.
Drafts titles, descriptions and size details in English and Arabic from your product sheet, formatted for the website and each marketplace, for your team to edit and publish.
Answers from your own orders: extra orders, average basket, courier cost absorbed and returns from those orders, with the figures linked so you can check them.
05A day with ORCHESTR
An illustrative day — every system is designed around how your team actually works.
06Integrations
Integrations depend on what each provider exposes — we confirm every connection in scoping before committing to it. Names are examples of categories we work with, not partnerships.
07How we build your system
08Why it matters
We don't quote savings we haven't measured. In discovery we baseline how your team works today, so improvements can be tracked against your own numbers.
09Possible use cases
Examples of what we could build — not completed client projects.
A single-brand store selling on its own website and WhatsApp replaces a stock sheet, a courier portal and a chat phone with one order pipeline and automatic customer updates.
A store selling on its site and two marketplaces shares stock across all three, routes marketplace orders by ship-by time and reports contribution after commission per channel.
For stores where most orders are cash on delivery: failed-attempt follow-ups, return-to-origin tracking and remittance matching across several couriers.
A group running several brands from one fulfilment centre, with shared picking and stock, separate brand reporting and a group view on top of existing storefronts.
Running today
For Gymholic, an online clothing brand, ORCHESTR built an order management system that carries each order from pending to delivered, alongside a product catalogue with sizes, colours and stock, customer records, a revenue dashboard, WhatsApp order updates and generated invoices and shipping labels.
01 / 01Custom Order Management System
Orders flow from payment to doorstep. Customers hear about it automatically.
FAQs
Retail & commerce
No. Your storefront stays where it is — customers keep the checkout they know. We connect to it through its API and build the operations layer behind it: orders, stock, fulfilment, returns and reporting. If the storefront itself is holding you back, we'll say so in discovery, but replacing it isn't the default.
Where the marketplace offers a seller API, yes — stock, orders and shipping status can flow both ways. Some regional marketplaces only offer file exports or limited access, so we confirm exactly what each one supports before we commit to it, and design a fallback where they don't.
Any courier with an API for bookings and tracking can be connected directly. For couriers that only share spreadsheets or portal exports, the system imports their files — including COD remittances — so the order still carries the full picture.
Yes. WhatsApp orders can be created from the conversation by your team (or drafted by AI for approval) and go through the same pipeline as website orders. Order updates can go back out over the WhatsApp Business API once your business account is approved by Meta.
Only within limits you set. It can answer order-status questions from live order and courier data using approved templates. Refunds, complaints, cancellations and anything unusual go to a person, and nothing that changes an order or touches money happens without approval.
Usually, yes — from your storefront's API or exports. We map products and variants, de-duplicate customers who bought on several channels and agree how much order history to bring across before launch.
The system is built for your peak, not your average. We size the platform and the courier and marketplace connections around your busiest sale weeks, and test those flows with realistic volumes before they matter.
Card details never touch the system — they stay with your payment gateway. Customer data is protected by role-based access enforced on the server, so warehouse staff, support and finance each see what their work needs. Hosting and retention are agreed in scoping.
We quote after a discovery call, based on your channels, couriers, order volume and the modules you need. You get a written scope and fixed proposal before any build starts, with hosting and support agreed separately.
We do, under a support agreement — fixes, monitoring of the channel and courier connections, and changes when you add a marketplace, a courier or a new way of selling.
Start here
Tell us how orders move through your business today. We'll show you how one system could connect your channels, warehouse, couriers and customers.