Customers check their orders, dues and shipments in one portal, and pay online

Each customer sees their orders, invoices, dues and shipment tracking in one place and pays online. Payments close the invoice in NetSuite, and questions reach the account manager as Zendesk tickets.

Used day to day by
  • Customers
  • Account managers
  • Accounts team

How it runs with AI

Each customer signs in to a portal that shows their orders, invoices, dues and shipment tracking, drawn from NetSuite and Shiprocket. They pay any invoice online through Razorpay, and NetSuite marks that invoice paid. A question about an order opens a Zendesk ticket for the account manager, with the order and invoice attached.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Shows each customer their open orders, unpaid invoices and what is overdue, from NetSuite

    Needs to know: Which logins see which accounts

    In Customer portal , NetSuite

  2. Step 2, AI

    Matches each order to its Shiprocket shipment and shows where it is

    Needs to know: Promised delivery dates, Account manager per customer

    In Customer portal , Shiprocket

    Exception to step 2

    Alerts the account manager when a shipment runs late

  3. Step 3, AI

    Takes payment through Razorpay and marks the invoice paid in NetSuite

    Needs to know: Payment methods offered

    In Customer portal , Razorpay , NetSuite

  4. Step 4, AI

    Turns a question about an order into a Zendesk ticket for the account manager, with the order, invoice and delivery proof attached

    Needs to know: Account manager per customer

    In Customer portal , Zendesk

  5. Step 5, Person

    Checks the packing record and decides whether to resend the boxes or issue a credit note

    In Zendesk , NetSuite

What stays with a person

  • Checks the packing record and decides whether to resend the boxes or issue a credit note

Apps in this example

  • Customer portal
  • NetSuite
  • Shiprocket
  • Razorpay
  • Zendesk

The same flow works with the apps you use.

This fits you if

  • You sell to a few hundred business customers who order again and again
  • Account managers spend hours a week on order status, invoice copies and statements
  • Your orders and invoices are in NetSuite, and you ship through Shiprocket
  • Matching customer bank transfers to invoices takes your accounts team hours each month

What to watch for

  • Each customer sees only their own account. When one buyer has several branches, your team decides which login sees which branch
  • Credit notes, disputes and changes to payment terms stay with the account manager and the accounts team. The portal records the question and a person decides
  • Tracking shows the courier's latest scan, so a parcel between scans shows its last known place
  • Your accounts team decides up front which payment methods the portal offers, and keeps large or unusual payments on bank transfer if it prefers

Read more

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