Lombard Party & Events — Operations Handbook

Rules that must not be broken

• Every product must carry a type (Sale or Hire), a location-aware inventory record and a fulfilment profile.
• Rental products must direct customers to Booqable for dates, availability and checkout — never Shopify Checkout.
• Discount stacking is controlled by Shopify Plus scripts — never by manual price edits.
• Abandoned checkouts flow to Klaviyo after 1 hour; do not chase manually before that.

Process: Online order — sale item

1. 1

   Adds sale product to cart

   Customer · Online Store

2. 2

   Completes checkout and pays

   Customer · Shopify Checkout

3. 3

   Order created, inventory committed

   System · Shopify Plus

4. 4

   Order routed to a fulfilment method

   System · Order Fulfilment App — Delivery, click & collect or store pick up

5. 5

   Pick, pack and ship scanned

   Warehouse · Easy Scan

6. 6

   Confirmation and tracking email sent

   System · Klaviyo

Process: Online order — hire item

1. 1

   Selects rental dates and duration

   Customer · Booqable

2. 2

   Availability checked against rental calendar

   System · Booqable

3. 3

   Completes rental payment

   Customer · Booqable Checkout

4. 4

   Booking confirmed and dates blocked

   System · Booqable

5. 5

   Hire kit picked and dispatched on out-date

   Warehouse · Easy Scan

6. 6

   Return scanned back to stock on in-date

   Warehouse · Easy Scan

Integrations

When something goes wrong

Hire product shows as always unavailable

The rental product is not configured in Booqable, or its available quantity is zero for the selected dates.

Order placed but no fulfilment created

Product is missing a fulfilment profile — assign it, then re-route the order in the Order Fulfilment app.

Rules that must not be broken

• Always attach a customer to the sale so loyalty points and hire history stay accurate.
• Returns must be processed against the original order — never as a negative sale.
• Exchanges are processed as return + new sale in one POS cart to keep inventory correct.
• Assisted orders (ship-to-customer) are created in POS so the sale is credited to the store.

Process: In-store sale

1. 1

   Scans items into POS cart

   Staff · Shopify POS

2. 2

   Attaches customer profile

   Staff · Shopify POS

3. 3

   Pays on terminal

   Customer · Shopify Checkout

4. 4

   Inventory decremented at store location

   System · Shopify Plus

5. 5

   Loyalty points awarded

   System · Loyalty App

Process: Return or exchange

1. 1

   Looks up original order in POS

   Staff · Shopify POS

2. 2

   Selects items and reason code

   Staff · Shopify POS

3. 3

   Chooses refund, store credit or exchange

   Staff · Shopify POS — Exchange adds the replacement item to the same cart

4. 4

   Stock returned to store or quarantined if damaged

   System · Easy Scan

5. 5

   Loyalty points reversed proportionally

   System · Loyalty App

Process: Assisted order (item not in store)

1. 1

   Creates POS cart and marks as ship-to-customer

   Staff · Shopify POS

2. 2

   Pays in store

   Customer · Shopify Checkout

3. 3

   Order routed to warehouse/DC

   System · Order Fulfilment App

4. 4

   Picks, packs and ships

   Warehouse · Easy Scan

Integrations

When something goes wrong

Return refuses to refund

Original payment method expired — issue store credit instead.

Stock looks wrong after an exchange

Damaged returns must be scanned to quarantine in Easy Scan, not back to sellable.

Rules that must not be broken

• Scan, never type. Manual quantity edits in Shopify admin are reserved for stock-take corrections by the Warehouse Manager.
• Every inbound delivery is receipted against a purchase order before it becomes sellable.
• Hire returns are scanned to Inspection first, then to Sellable, Cleaning or Quarantine.
• Shipping labels are generated at the pack station so tracking flows back to the order.

Process: Receiving and put away

1. 1

   Scans inbound carton against PO

   Warehouse · Easy Scan

2. 2

   Confirms quantities, flags shortages

   Warehouse · Easy Scan

3. 3

   Inventory added to receiving location

   System · Shopify Plus

4. 4

   Scans item to bin location (put away)

   Warehouse · Easy Scan

Process: Pick, pack, ship

1. 1

   Fulfilment task released to warehouse

   System · Order Fulfilment App

2. 2

   Scans pick list bin by bin

   Warehouse · Easy Scan

3. 3

   Packs and verifies each item at pack station

   Warehouse · Easy Scan

4. 4

   Prints label, marks shipped

   Warehouse · Easy Scan

5. 5

   Tracking written to order, email sent

   System · Klaviyo

Process: Hire out and hire return

1. 1

   Rental out-date reaches pick window

   System · Booqable

2. 2

   Scans hire kit out against booking

   Warehouse · Easy Scan

3. 3

   Scans kit back in on return

   Warehouse · Easy Scan

4. 4

   Inspects, cleans, returns to sellable pool

   Warehouse · Easy Scan

5. 5

   Availability released for future bookings

   System · Booqable

Integrations

When something goes wrong

Scan says item not found

Barcode is not on the variant — add it in Shopify, then rescan.

Stock negative after picking

Item was sold in store between release and pick. Short the line and re-route the order.

Rules that must not be broken

• Buffer days between bookings cover cleaning and transit — never reduce them to win a booking.
• Minimum and maximum hire duration are set per product category, not per order.
• Blackout dates (public holidays, stocktake) are maintained centrally each quarter.
• Date changes and rental payments are managed in Booqable — never in Shopify Checkout.
• Rental refunds, deposits, balances, bonds and damage charges are processed against the Booqable booking.

Process: Availability check to confirmed booking

1. 1

   Chooses rental dates

   Customer · Booqable

2. 2

   Checks quantity, buffer days, blackout dates and duration rules

   System · Booqable

3. 3

   Holds the rental item during checkout

   System · Booqable

4. 4

   Completes rental payment

   Customer · Booqable Checkout

5. 5

   Booking confirmed and calendar blocked

   System · Booqable

6. 6

   Pre-event reminder scheduled

   System · Klaviyo

Process: Booking change or extension

1. 1

   Requests new dates

   Customer · Customer Service

2. 2

   Checks availability for the new window

   Staff · Booqable

3. 3

   Edits booking and takes any balance owing

   Staff · Booqable

4. 4

   Warehouse out/in dates updated

   System · Easy Scan

Integrations

When something goes wrong

Double booking on the same kit

Resource quantity is higher than physical stock, or a return was never scanned in.

Customer cannot select a valid date

Check blackout calendar and minimum lead time for the category.

Rules that must not be broken

• Routing follows stock location, customer address and delivery promise — staff override only with Ops approval.
• Click & collect orders must be marked ready before the customer is notified.
• Uncollected orders are chased at day 3 and returned to stock at day 10.
• Split shipments are allowed for sale items only, never for a hire kit.

Process: Routing decision

1. 1

   Order paid and captured

   System · Shopify Checkout

2. 2

   Evaluates stock by location and customer choice

   System · Order Fulfilment App

3. 3

   Assigns path: delivery, C&C, store pick up or DC

   System · Order Fulfilment App

4. 4

   Receives task and fulfils

   Location · Easy Scan / POS

5. 5

   Order marked fulfilled, customer notified

   System · Klaviyo

Process: Click & collect

1. 1

   Selects collect at store

   Customer · Online Store

2. 2

   Picks items and marks ready for collection

   Store · Order Fulfilment App

3. 3

   Ready-for-collection notification sent

   System · Klaviyo

4. 4

   Verifies ID/order number and hands over in POS

   Staff · Shopify POS

Process: Delivery

1. 1

   Packs and books carrier

   Warehouse · Easy Scan

2. 2

   Tracking attached to the order

   System · Shopify Plus

3. 3

   Dispatch and delivery updates sent

   System · Klaviyo

Integrations

When something goes wrong

Order routed to the wrong location

Check location priority and stock buffers before overriding.

Customer never got the ready email

Order was fulfilled without being marked ready — resend from Klaviyo.

Rules that must not be broken

• Never take rental deposits, balances or other rental payments in Shopify Checkout; use Booqable Checkout.
• Refunds are issued to the original payment method wherever possible.
• Rental bonds and damage charges are processed in Booqable, not as Shopify draft orders.
• Chargeback evidence is gathered within 5 business days.

Process: Shopify sale payment lifecycle

1. 1

   Submits payment at checkout or terminal

   Customer · Shopify Checkout

2. 2

   Authorises funds and runs fraud checks

   System · Shopify Payments

3. 3

   Captures on order or on dispatch

   System · Shopify Plus

4. 4

   Reconciles payouts and fees

   Finance · Finance

Process: Refund or partial refund

1. 1

   Opens the order and selects lines to refund

   Staff · Shopify Plus / POS

2. 2

   Confirms restock decision

   Staff · Easy Scan

3. 3

   Refund issued and receipt sent

   System · Klaviyo

Integrations

When something goes wrong

Rental balance is unpaid before dispatch

Send the payment request from Booqable; do not take the balance in Shopify Checkout.

Revenue mismatch with GA4

Expect small variance from consent and ad blockers; Shopify is the source of truth.

Rules that must not be broken

• Shopify is the source of truth for revenue; GA4 and Klaviyo are directional.
• Every automated flow must have an owner and a review date.
• Consent status syncs from Shopify to Klaviyo — never import lists manually.
• Loyalty points are earned on paid subtotal only, excluding delivery and bonds.

Process: Customer lifecycle (Klaviyo)

1. 1

   Profile and consent synced on signup or order

   System · Klaviyo

2. 2

   Welcome, abandoned cart and browse flows trigger

   System · Klaviyo

3. 3

   Order, dispatch and hire reminders sent

   System · Klaviyo

4. 4

   Post-event review and win-back flows

   System · Klaviyo

Process: Measurement and reporting

1. 1

   Storefront events streamed to GA4

   System · GA4

2. 2

   Organic impressions and issues tracked

   System · Search Console

3. 3

   Weekly trading review against Shopify reports

   Marketing · Shopify Plus

Process: Loyalty

1. 1

   Earns points online or in store

   Customer · Loyalty App

2. 2

   Redeems reward at checkout

   Customer · Shopify Checkout

3. 3

   Tier updated, tier email sent

   System · Klaviyo

Integrations

When something goes wrong

Customer receives duplicate emails

Two flows share a trigger — add a flow filter or smart sending.

Pages missing from Google

Check Search Console coverage, canonical tags and collection pagination.