D2C support desk or retail order counter · split 14 Aug 2026
Dvaarik routes a D2C brand with its own store to order support, COD confirmation and recovery calls, while a retail shop selling through Dvaarik receives Products, Orders and Payments. At ₹0.30 a started minute, 500 two-minute D2C support calls add about ₹300 a month in Dvaarik platform fees on top of the ₹1,500 plan.
Product configuration and public price checked 15 Aug 2026.
The 14 Aug 2026 product split removed the old one-size-fits-all ecommerce behavior. A D2C brand already has checkout elsewhere; a shop uses Dvaarik's own order counter.
01
Order status, refunds and delivery facts come from the brand's own connected systems. Outbound flows cover COD confirmation, failed delivery and abandoned checkout without syncing a full catalogue into Dvaarik.
02
Confirmation, correct address and a receiving time matter. Cancellation is recorded cleanly rather than treated as a persuasion failure.
03
The shop path uses Products, Orders, Customers and Payments. Item, quantity, price acceptance, delivery or store visit and timing form the sale record.
04
A brand with its own website or marketplace belongs in d2c_brand; a kirana, boutique, jewellery, electronics or local retail shop selling through Dvaarik belongs in shop.
Shipped configuration · read 15 Aug 2026
Dvaarik provisions the Brand Support Desk shape for the backend key d2c_brand. The configured job is to resolve: the store sells elsewhere, while Dvaarik handles existing-customer support and operational calls without recreating checkout
| Configuration | Shipped value |
|---|---|
| Vertical key | d2c_brand |
| Dashboard shape | Brand Support Desk |
| Trade nouns | Bookings · Top Products · Staff · Customers · Catalogue PDF |
| Shape-specific pages | Customers · Services |
| Pages every vertical receives | Overview · Calls · Conversations · Leads · Outbound · WhatsApp · Instagram · Campaigns · Widget · Agent · Voice · Knowledge · Billing · Settings |
The D2C brand / Own website dashboard adds Customers, Services to the fourteen universal platform pages. The same registry also changes the owner-facing vocabulary: Bookings become Bookings, Services become Top Products, Staff become Staff, Customers become Customers, Brochure become Catalogue PDF. The page list and words are derived on each request rather than being a marketing-only template.
Ask-on-call budget
2 CALL MINUTES
The D2C support flow keeps the spoken budget to the order outcome and any address or delivery correction. Order facts must come from the brand's own connected systems.
Column-only fields do not force another spoken question. Post-call extraction can still populate a field when the caller volunteers the information naturally.
| Lead field | Capture behaviour |
|---|---|
| Order outcome | Asked as confirm, cancel, or change without scoring customer mood. |
| Delivery address status | Asked only to confirm or correct the address already attached to the order. |
| Receiving availability | Extracted when the customer says when delivery can be received. |
| Escalation reason | Recorded for damage, wrong item, payment dispute, or an angry customer. |
The D2C brand / Own website intake record names Order outcome, Delivery address status, Receiving availability, Escalation reason. Spoken questions use the stated CALL MINUTES budget; extraction-only columns preserve useful details without turning every call into an interrogation.
Vertical scoring rubric
D2C scoring measures the order outcome rather than sentiment: confirmation, correct address, and a receiving time score high; cancellation, denial of the order, or an unreachable customer score low.
Worked monthly voice cost · 15 Aug 2026
At Dvaarik's ₹2/min direct voice rate, 500 calls a month averaging 2 billed minutes each would use 1,000minutes and cost about ₹2,000/month in voice usage (500 × 2 × ₹2), with the call-volume assumption and rate read on 15 Aug 2026.
Dvaarik bills whole minutes rounded up. The worked amount excludes a phone line and optional recurring channel plans, so the number is a voice-usage equivalent rather than a bundled quote.
Read the full pricing scopeDvaarik's shop vertical is the other half of the split. The Shop / Retail store sells through Dvaarik's Order Counter, so the dashboard includes Orders, Customers, Products and Payments rather than external-store support only.
Shipped configuration · read 15 Aug 2026
Dvaarik provisions the Order Counter shape for the backend key shop. The configured job is to order: repeatable stock is selected and paid for inside one conversation without a calendar or staff rota
| Configuration | Shipped value |
|---|---|
| Vertical key | shop |
| Dashboard shape | Order Counter |
| Trade nouns | Orders · Products · Team · Customers · Product sheet |
| Shape-specific pages | Bookings · Customers · Services · Payments |
| Pages every vertical receives | Overview · Calls · Conversations · Leads · Outbound · WhatsApp · Instagram · Campaigns · Widget · Agent · Voice · Knowledge · Billing · Settings |
The Shop / Retail store dashboard adds Bookings, Customers, Services, Payments to the fourteen universal platform pages. The same registry also changes the owner-facing vocabulary: Bookings become Orders, Services become Products, Staff become Team, Customers become Customers, Brochure become Product sheet. The page list and words are derived on each request rather than being a marketing-only template.
Ask-on-call budget
2 CALL MINUTES
The shop flow asks which item or quantity the customer wants and whether the next step is delivery or a store visit. Products are sold through Dvaarik rather than supported in an external store.
Column-only fields do not force another spoken question. Post-call extraction can still populate a field when the caller volunteers the information naturally.
| Lead field | Capture behaviour |
|---|---|
| Item and quantity | Captured as the customer chooses products. |
| Price acceptance | Recorded when the customer accepts or rejects the listed price. |
| Delivery or visit | Asked to settle the next step. |
| Timing | Extracted when the customer gives a delivery or visit date. |
The Shop / Retail store intake record names Item and quantity, Price acceptance, Delivery or visit, Timing. Spoken questions use the stated CALL MINUTES budget; extraction-only columns preserve useful details without turning every call into an interrogation.
Vertical scoring rubric
Shop scoring measures a specific item or quantity, acceptable price, delivery or visit intent, and timing.
Worked monthly voice cost · 15 Aug 2026
At Dvaarik's ₹2/min direct voice rate, 450 calls a month averaging 2 billed minutes each would use 900minutes and cost about ₹1,800/month in voice usage (450 × 2 × ₹2), with the call-volume assumption and rate read on 15 Aug 2026.
Dvaarik bills whole minutes rounded up. The worked amount excludes a phone line and optional recurring channel plans, so the number is a voice-usage equivalent rather than a bundled quote.
Read the full pricing scopeThe D2C path no longer claims an in-chat cart, payment checkout, booking calendar, or full-catalogue sync inside Dvaarik.
The D2C agent never asks for an OTP, card number, or UPI PIN and never asks for online payment to confirm a COD order.
The retail-shop path remains an Order Counter and can use Products, Orders and Payments without a Calendar or Staff page.
The page publishes both shipped shapes instead of describing a vertical key named ecommerce that no longer exists as a canonical choice.
Dvaarik's answers below restate the shipped workflow, lead capture, scoring basis and price assumptions without adding features outside the current vertical configuration.
A brand whose checkout and orders already live on its own website or marketplace should choose d2c_brand. Dvaarik becomes the Brand Support Desk for order status, refunds, delivery, COD confirmation, failed delivery and abandoned checkout.
A local shop selling through Dvaarik uses the shop vertical and Order Counter shape. The dashboard adds Orders, Customers, Products and Payments without Calendar or Staff.
500 calls averaging two billed minutes use 1,000 minutes, which is about ₹300 a month in Dvaarik platform fees on top of the ₹1,500 plan. Whole-minute rounding applies; phone-line and optional channel charges are separate.