Mobile Customer Support

1. Purpose

To define the process for installing and accessing the TwinBP Customer mobile application.

2. Scope

This procedure applies to all customers using the TwinBP mobile application.

3. Procedure

3.1 Install the Application

Open the Google Play Store or Apple App Store.
Search for TwinBP.
Select the application from the search results.
Tap Install.

3.2 Accept Terms and Permissions

Select the checkbox to accept the Terms and Conditions.
Tap Accept to proceed.
Grant the required permissions when prompted.

3.3 Location Access

1. Allow the application to access your location by selecting one of the following options:

Allow Once
Allow While Using the App

3.4 Access the Application

Once permissions are granted, the application will open.
Users may explore the application interface.

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3.5 Login or Sign Up

1. To access all features, select one of the following:

Log in (for existing users)
Sign up (for new users)

(Note: Login or sign-up is required to enable full functionality and access system features.)

1. Purpose

To define the process for creating a new customer account in the TwinBP system.

2. Scope

This procedure applies to all customers registering through the mobile or web application.

3. Procedure

3.1 Access Sign-Up

Tap Log In.
Tap Sign Up.

3.2 Enter User Details

Enter the following details:
- Name
- Email address
- Mobile number
Select the checkbox to accept the Terms and Conditions.
Tap Sign Up.

3.3 Verify Account

Enter the OTP sent to the registered mobile number.
Tap Verify.

3.4 Completion

Upon successful verification, the home screen will be displayed.

1. Purpose

To define the process for accessing an existing customer account in the TwinBP system.

2. Scope

This procedure applies to all registered customers using the mobile or web application.

3. Procedure

3.1 Access Login Screen

Tap Log In.
Tap Log In again.

3.2 Access Login Screen

Enter the registered mobile number (9 digits, excluding the leading "0").
Tap Log In.

3. Verify Account

Enter the OTP sent to the registered mobile number.
Tap Verify.

3.4 Completion

Upon successful verification, the user will be redirected to the home screen.

1. Purpose

To define the process for resending and verifying the OTP when it is not received during the sign-up or log-in process in the TwinBP system.

2. Scope

This procedure applies to all customers who do not receive the OTP during the sign-up or log-in process on the TwinBP mobile or web applications.

3. Procedure

If the OTP is not received, tap Resend.
Enter the new OTP.
Tap Verify.
The home screen will be displayed.

1. Purpose

To define the process for completing and updating a customer profile in the TwinBP system.

2. Scope

This procedure applies to all registered customers using the TwinBP mobile and web applications to complete their profile information.

3. Procedure

3.1 Access Profile

Tap the Menu icon.
Tap My Profile.

3.2 Update Profile Information

Add Profile Picture.
Tap Edit next to Profile Information.
Enter Secondary Contact (optional).
Enter Address.
Select City from the dropdown.

3.3 Select Customer Type

Option A: Individual Customer

Select Individual.
Enter NIC Number.

Option B: Corporate Customer

Select Business.
Upload BR Certificate (Business Registration).
Wait for Admin Approval before accessing corporate features.

3.4 VAT Status (Optional)

Tick VAT Registered checkbox (if applicable).
Enter VAT Number.
Upload VAT Certificate.
Tap Submit.

3.5 Set Location

Tap Set your location on map.
Select a location on the map.
Tap Set to save.

3.6 Completion

The system displays "Profile updated successfully."

1. Purpose

To define the process for creating and submitting product inquiries through the system.

2. Scope

This procedure applies to all customers using the web or mobile application to send inquiries.

3. Procedure

3.1 Search and Select Products

Tap the Search Product icon or label.

3.2 Add Products to Inquiry

Option A: Select an Existing Item

Enter the product name in the search box.
Tap the Search icon to view matching products.
Select a product to open the product details page.
Enter the required quantity.
Enter specifications (if applicable).
Tap Add to Inquiry.
Repeat the process to add more items as required.

(Note: The cart icon will update automatically as items are added.)

Option B: Create a Custom Item

Tap Custom Item.
Enter the item name and quantity.
Tap Add to Inquiry.

(Note: The cart counter will update upon successful addition.)

3.3 Manage Cart

Tap the cart icon to open the cart page.
To update quantity:
- Enter the new quantity
- Tap the Save icon

(A confirmation message will be displayed upon update.)

3.4 Delivery Options

3.4.1 Site Delivery

Option A: Enter a New Address

Select Site Delivery Required.
Enter the delivery address.
Tap Set Delivery Location on Map.
Select the location and confirm.
Tap Set to save.

Option B: Use Saved Address

Select Site Delivery Required.
Select Use Saved Address.
Choose an address from the list.

3.4.2 Self-Pickup

Select Self-pickup.

3.5 VAT Selection

Select the appropriate VAT status for merchants.

3.6 Merchant Selection

For site-delivery:

Option A:

Select Find Anywhere to send the inquiry to all registered merchants.

Option B:

Select a radius to limit the inquiry to nearby merchants.

For self-pickup:

Select Self-pickup.
Tap Set Additional Pickup Areas.
Select the location on the map.
Choose the preferred radius.
Confirm the selection by tapping SET.

(Note: Only merchants within the selected radius will receive the inquiry.)

3.7 Finalizing Inquiry

Enter special notes (optional).
Set the following dates:
- Quotation Requested Before (Deadline for receiving quotations)
- Goods Requested Before (Preferred delivery date)
Tap Confirm Inquiry.
Review the details.
Accept the confirmation checkbox.
Tap Create Inquiry.

(A confirmation message will be displayed: "Inquiry Created Successfully.")

1. Purpose

To define the process for viewing quotations, accepting quotations, creating orders, and completing payments in the TwinBP system.

2. Scope

This procedure applies to all registered customers using the TwinBP mobile and web applications to review merchant quotations, confirm orders, and complete payments.

3. Procedure

3.1 Viewing Quotations

Tap the Notification icon on the mobile device.
Open the Quotation Created notification to view merchant details.
Alternatively, go to Menu → Inquiries → Requested Quotations.

3.2 Preview Quotation

Select an Accepted Quotation.
Tap Preview to view quotation details.
Tap Price Comparison to compare merchant prices.

3.3 Compare and Select Items

Compare prices from different merchants. (Each row represents a merchant.)
Select required products using the checkbox.
Select Transport Mode for each merchant you select.
Review Delivery Charges and Total Amount.
Tap Confirm Quotation.

Note:
- Merchants may suggest Alternative Products.
- If unavailable, the item will be shown as Not Quoted.
- If you select items from different merchants, Delivery Charges will vary by merchant.

3.4 Create Order

Review order details.
Enter the Expected Delivery Date.
Enter Remarks (if required).
Tick the confirmation checkbox.
Tap Create Order.

Output: Proforma Invoice is sent to the registered email address.

The Output: Sample Proforma Invoice.

3.5 Payment Options

Three payment options are available:

Option A - Immediate Payment

Transfer funds to the provided bank account (Bank Transfer/ CDM).
Upload Payment Proof.
Tap Notify Payment.

Applicable for:

Self-Pickup Orders
Site-Delivery Order

Note: The order will move to Dispatch stage after admin approval.

Option B - Pay at Location

Tap Pay at Location.
Pay at the hardware store.

Applicable for:

Self-Pickup Orders Only

Note:

No admin verification is required for Pay at Location.
The customer settles the payment directly at the hardware store.

Option C: Pay Later

Tap Payment Later.
Go to Menu → Orders → Accepted Quotations.
Filter by Pending.
Select the order.
Tap Process Payment.
Upload payment proof.
Tap Notify Payment.

Applicable for:

Self-Pickup Orders
Site-Delivery Orders

Note: The order will move to Dispatch stage after admin approval.

3.6 After Payment:

Wait for Admin Verification.
The customer receives an SMS confirmation:
"Your TwinBP order (T---) payment has been approved. The order will be processed soon."
Wait for merchant delivery updates.

1. Purpose

To define the process for completing a customer order in the TwinBP system after delivery or self-pickup.

2. Scope

This procedure applies to all registered customers using the TwinBP mobile and web applications to complete processing orders.

3. Procedure

3.1 Access Orders

Tap the Menu icon.
Tap Orders.
Tap Processing Orders.

3.2 Select an Order

Select Processing under Filter By.
Select the required order.

3.3 Complete an Order

Tap Complete.
Enter the Order Completion Password sent to the registered mobile number.
Tap Submit.

Note:

The merchant may request the customer to complete the order.
The password is sent via SMS.

3.4 Completion

The order status changes to Completed.

1. Purpose

To define the process for submitting customer reviews for completed orders in the TwinBP system.

2. Scope

This procedure applies to all registered customers using the TwinBP mobile and web applications to submit reviews for completed orders.

3. Procedure

3.1 Access Completed Orders

Tap the Menu icon.
Tap Orders.
Tap Processing Orders.

3.2 Select an Order

Select the required completed order.

3.3 Submit Review

Tap Write a Review.
Enter the review.
Click Post Review.

3.4 Submit Review

The review will be published.

Feature - 01: Download a Quotation (Business Customers)

Navigate to Requested Quotations or Archived. (if the order has already been completed).
Find the quotation you want to download.
Click the Download Quotation button.

Feature 02: Support and issue reporting

2.1 Customer Support

For support, click the Help Mascot in the app to contact us via phone or email us at [email protected]

2.2 Message with Merchant

You can message the merchant through the Processing Orders and Completed Orders sections; this option becomes available after the admin approves the payment and remains accessible until the order is completed.

2.3 Call with Merchant

You can call the merchant through the Processing Orders and Completed Orders sections; this option becomes available after the admin approves the payment and remains accessible until the order is completed.

TwinBP Full Features List

User Access & Authentication
- Sign up with OTP verification
- Log In using registered credentials
- OTP resend option if not received
User Roles
- Customers can create inquiries, receive quotations, make payments, complete orders, and submit reviews.
- Merchants can receive inquiries, submit quotations, dispatch orders, track payments, and view reports.
Inquiry Management (Customer)
- Customers can search products, add them to the inquiry bucket, or create custom items.
- Submitted inquiries are sent to merchants and tracked in real time.
Quotation Management (Merchant)
- Merchants receive inquiries and submit quotations with pricing and delivery details.
Quotation Selection (Customer)
- Customers compare quotations and select the preferred one.
- A Proforma Invoice is generated after selection.
Payment Process (Customer)
- Payments are made via bank transfer and confirmed through the app.
- Customers make the payment at the hardware.
Purchased Order & Dispatch (Merchant)
- Merchants issue a purchase order and dispatch items after payment confirmation.
Order Completion (Customer OR Merchant)
- Orders can be completed by either party, sometimes using a completion password.
Download Quotation (Business Customers)
- Business customers can download their quotations from the Requested Quotations or the Archived section
Reviews & Ratings (Customer and Merchant)
- Both customers and merchants can submit reviews after order completion.
Reports Section (Merchant)
- Includes Sales, Product, Orders, Customers, and Payment reports.
- Reports can be downloaded in Excel format using CSV.
Finance Section (Merchant)
- Shows Pending and Released payments from TwinBP to merchants.
Notifications (Customer and Merchant)
- Users receive alerts for inquiries, quotations, payments, dispatch, and completion.
Support & Help (Customer and Merchant)
- Support is available via the Help Mascot or by emailing [email protected]
Security & Transparency (Customer and Merchant)
- OTP-based authentication, transaction tracking, and role-based access.
Benefits of TwinBP
- Transparent pricing, efficient order management, financial clarity, and centralized marketplace experience.