Diagram 2: Order Management — End to End

Diagram 2

Order Management — End to End

Once a client says yes, the real work begins. This covers everything from capturing the order at the exhibition through to the piece landing at the client's door in the US, whether it's a piece already in hand or a custom commission being made in India.

flowchart TD A([Client Confirms Order at Exhibition]) --> B{Ready Piece or Custom?} B -->|Ready Piece| C[Issue Proforma Invoice in USD Collect Full Payment] B -->|Custom Commission| D[Record Full Brief in Writing Client Signs Brief Form] D --> E[Collect 30-50% Deposit Issue Receipt in USD] E --> F[WhatsApp / Email Brief to India Studio — Same Day] F --> G[India Studio Confirms Feasibility & Timeline] G --> H{Client Approves Timeline & Final Quote?} H -->|No — adjust| G H -->|Yes| I[Production Starts in India] C --> J[Piece Reserved — Tagged with Client Name] I --> K[Progress Updates to Client Weekly via WhatsApp] K --> L[Quality Check in India Photos Sent to Client] L --> M{Client Approves Finished Piece?} M -->|Minor Change| I M -->|Approved| N[Collect Balance Payment Before Dispatch] J --> O[Quality Check at Exhibition / US End] N --> O O --> P[Pack for US Shipment Gem Certs & Invoice Enclosed] P --> Q[Export from India Shipping Bill Filed] Q --> R[US Customs Clearance HTS 7113] R --> S[Insured Last-Mile Delivery FedEx / Malca-Amit / Brinks] S --> T[Delivery Confirmed Photo Proof Collected] T --> U[Full Payment Cleared Invoice Closed] U --> V([CRM Notified — Relationship Continues]) style A fill:#1B2A4A,color:#C9A84C,stroke:#1B2A4A style V fill:#2C5F2E,color:#fff,stroke:#2C5F2E style B fill:#2C3E6B,color:#fff,stroke:#3D5A8A style H fill:#2C3E6B,color:#fff,stroke:#3D5A8A style M fill:#2C3E6B,color:#fff,stroke:#3D5A8A

Notes

Stage by Stage

What each step means in practice

1

Written Brief — Custom Orders If the brief isn't written and signed, it doesn't exist. Verbal custom orders lead to disputes. The brief should cover: metal colour (yellow / white / rose), purity (18k or 22k), stone type and grade, weight range, ring size or chain length, any engraving, and a reference image. One page, signed, photographed, filed.

2

Deposit — Why 30 to 50% Custom work in India starts only once the brief and deposit are both received. A 30% deposit covers materials. If a client changes their mind mid-production, you are not left covering the gold and stone cost. For orders above $10,000, consider asking for 50%.

3

Same-Day Brief to India The exhibition closes, the team flies home. If the brief goes to India 3 days later, the studio may have already committed capacity to other work. Send it the same night, even if it's a WhatsApp voice note followed by a written summary. Speed here sets the tone for the whole order.

4

Weekly Progress Updates US clients are not used to waiting 6-8 weeks without news. A weekly WhatsApp photo showing the wax model, the stone setting stage, or the polishing phase costs nothing and builds extraordinary trust. Cartier does this for bespoke commissions — there's no reason a boutique Indian house can't.

5

Balance Payment Before Dispatch Collect the balance before the piece leaves India. Once a piece is in transit to the US, recovering money from a reluctant client becomes a legal problem across two jurisdictions. No exceptions on this policy.

6

Specialist Carriers — Malca-Amit or Brinks For high-value pieces (above $5,000), do not use standard FedEx or UPS without declared value cover. Malca-Amit and Brinks operate insured luxury logistics in the US. Brinks also has India operations. Discuss with your freight forwarder which carrier has the best rate for your route and value range.

7

FEMA — Repatriation of USD Proceeds When a US client pays in dollars, those funds must be repatriated to India within the timeline set by RBI/FEMA regulations (currently within 9 months of export for goods). Work with your bank and CA on this. Do not leave USD receipts sitting in a US account indefinitely — it creates FEMA compliance exposure.

Checklist

Order Management — End to End

Stage by Stage

Operational Checklist