This article introduces transaction processes and how they define marketplace order flows.
Your marketplace's transaction process (or order flow) defines how the different parties in your marketplace (customers and providers) interact to create value (typically this means the process of placing and completing an order). A transaction process defines the possible interactions between the customer and the provider (for instance, making a booking request, accepting it, and leaving a review afterwards) and outcomes that the transaction can have (for instance, a successful, rejected, or a cancelled order). Your marketplace can have multiple different transaction processes in use simultaneously. You can see the transaction processes of your marketplace on Console.
In addition to the steps in the order flow, a transaction process also describes notifications related to it. These include an invoice sent to the customer after they've made a payment, or a notification sent to the provider when there's a new booking.
Typically, all transaction processes are different. These differences can be fundamental and change the logic of the order flow, or they can be small and superficial.
An example of a fundamental difference is choosing whether the users book by night or by day (booking a hotel room), by seat (booking tickets to an event), by hour (booking a hairdresser), or not at all (booking is handled outside the marketplace).
A smaller variation could be, for example, deciding if the provider has to always accept the booking before it can be confirmed or if the booking is automatically confirmed as soon as it is made (i.e. instant booking), or a change of wording in a notification email sent to remind the customer of their upcoming booking.
The Sharetribe Flex transaction engine allows each marketplace to define its own transaction processes within certain platform-supported boundaries. A transaction process consists of a set of transitions between a set of states and a list of notifications.
Transitions define what happens at each step of the process as a list of actions (e.g. create booking, calculate transaction price, create charge or payout, post a review or make a refund, etc), what parameters need to be provided for each action (e.g. what is the commission percentage of the platform), and who can perform the given transition (the customer, the provider, the operator or the platform itself in case of delayed transitions).
States define the next possible transitions.
Notifications specify which emails are sent out to transacting parties at each step of the transaction process. Notifications can be sent immediately after a transition occurs, or be scheduled for sending at a specific time during the process. The email templates used for the notifications are also considered part of the transaction process, and can be fully customised to fit the needs of the marketplace.
Like delayed transitions, notifications can be scheduled for a specific time in the transaction process. The time can be specified relative to when a transition occurred or to some of the fixed times in the transaction process, such as the start and end times of the booking period. For example, it's possible to express times like "6 days after 'request'", "1 day and 12 hours before the booking start time" or "the earliest of the booking start time and 3 days after 'request'".
The default transaction process for Flex marketplaces is visualized in the graph above. In this flow, the user can either start with a booking request or send the provider an enquiry, after which they can continue with a booking request. After receiving a booking request, the provider has to either accept or decline the request. If they accept, the credit card of the customer is charged and the payment is held by the marketplace. If the provider doesn’t do either one, the request expires after a period of time. When the request has been accepted, it is still possible for the provider to cancel the booking, in which case the payment is refunded to the customer. If this doesn’t happen, the booking will automatically move to state “delivered” after the booking period ends. At this point, the provider will receive the money to their bank account, after the commission of the marketplace is deducted. When the booking has been completed, both the customer and the provider can review each other.
As all marketplaces’ have their own characteristics, it is common to need some customization to the default transaction process to make it more suitable to the customers’ needs.
However, quite often it's helpful to start building your process by making slight customizations to the default process. Typical minor customizations for transaction process are adding the possibility for a customer to cancel a booking or a booking request, changing the marketplace commission percentage or editing the contents of the email templates used for the notifications.
Another common example is to modify the process so that the provider has to manually mark the booking as completed and the rented goods as returned in good condition. This might be useful in rental marketplaces where the goods that are rented are of high value. In another case, the process could be modified so that the operator can close down the transaction process in case that there is trouble in the order flow. This could be done for example in cases where a customer has booked a time from a professional, but doesn’t appear in the meeting.
Apart from the order flow, customizations can also affect the money flow, storing protected data or sending notifications.
At the moment, you need to contact Sharetribe support team and ask them to make changes to your transaction process(es). In the future it will be possible for you to make these adjustments yourself.
You can change the transaction process in use in your marketplace by following the How to change transaction process setup in FTW guide.