One Salesforce B2C Commerce platform powering Chicco India's full B2C lifecycle
Nanostuffs implemented Chicco India's B2C commerce platform on SFCC SFRA, integrating India-specific checkout, payment, order management, serviceability, loyalty, and returns workflows into one operating model from browse to refund.
The core risk was not launching a storefront. It was preventing paid orders, loyalty redemptions, and fulfillment handoffs from splitting apart across gateway and OMS failure points.
How the Chicco India storefront works
Video coming soon
At a glance
Client
Chicco India (Artsana Group), a global baby and childcare brand operating B2C in India
Challenge
Build India-ready B2C on Salesforce B2C Commerce without fragmenting payment, OMS, loyalty, and returns operations
Solution
Composable SFRA cartridge architecture with shared post-payment orchestration and integration-driven recovery jobs
Result
One platform carrying the lifecycle from OTP login and pincode check through payment, fulfillment status, and refund flows
Indian buyer behavior and post-order complexity on a global commerce core
Chicco needed a B2C channel tailored to Indian buying behavior, where shoppers expect phone-first identity, pincode-level delivery confidence, and reliable cash-on-delivery and prepaid options. A standard global implementation would not cover this operating reality.
The business risk sat beyond checkout: if payment confirmation, OMS export, and loyalty side effects diverged by gateway, paid orders could fail to reach fulfillment, and finance teams would inherit a manual reconciliation burden. For a consumer brand, that directly affects customer trust and repeat purchase behavior.
At the same time, Chicco needed brand-specific flows including baby registry profile handling, promotional rules, gift vouchers, and return/refund governance that aligned with Indian logistics and customer support expectations.
Engagement Snapshot
- Industry
- Baby and Childcare Retail
- Geography
- India
- Users
- B2C shoppers on chicco.in
- Platform
- Salesforce B2C Commerce (SFRA)
- Integrations
- PayU, Razorpay, Unicommerce, Increff, ShipRocket, Shippigo, EasyRewardz
Why SFCC was the right fit for this operating model
Salesforce B2C Commerce provided a governed commerce backbone with SFRA overlay patterns, allowing the team to add India-specific capabilities as cartridges instead of hard-forking platform core behavior. That preserved maintainability while supporting deep integration requirements.
The architecture decision was to treat payment capture and downstream order orchestration as separate recoverable stages, then standardize integration behavior through hooks and jobs. This made the system resilient to callback gaps and partner API variability.
What Salesforce B2C Commerce (SFRA) handles natively
- Catalog and promotions
- Checkout framework
- Cartridge extension model
- Business Manager job runtime
- Hook-based extensibility
Where custom engineering was needed
The custom engineering work sat on top of that baseline: PayU redirect controls, Razorpay signature verification, OTP-to-session authentication, pincode checks with warehouse-aware serviceability, dual OMS orchestration patterns, and refund/returns governance with loyalty rollback behavior.
What we built
01 · Layer
Experience Layer
SFRA storefront extensions for OTP login, pincode checks, account and return interactions, and India-specific checkout surface behavior.
Storefront and buyer interactions02 · Layer
Orchestration Layer
Gateway-specific handlers for PayU, Razorpay, and COD with shared sequencing for order progression, loyalty steps, and OMS handoff.
Payments and order flow controls03 · Layer
Integration Layer
Unicommerce, Increff, ShipRocket, Shippigo, and EasyRewardz integrated with controllers, hooks, and jobs for fulfillment and recovery operations.
OMS, logistics, loyalty, and operationsConverging three payment modes into one reliable OMS and loyalty chain
PayU used a hosted redirect and asynchronous callback model. Razorpay used inline checkout with signature verification. COD skipped gateway capture entirely. Each mode could fail at a different stage, but all of them had to produce one consistent operational outcome: valid order progression, loyalty/gift voucher consistency, and OMS export.
The tempting approach was to wrap all gateways in one abstraction layer and assume it solved divergence. It did not. The real breakpoints occurred between payment confirmation and downstream side effects, especially on callback drops and partial execution scenarios.
The fix was not another payment abstraction. It was splitting payment confirmation and post-payment orchestration into recoverable stages and adding explicit replay paths.
Nanostuffs implemented shared Unicommerce hook usage for post-payment order export, plus retry patterns for callback and state-recovery conditions. The result was a more resilient sequence across paid, pending, and reconciliation paths.
Before
- Gateway-specific divergence in post-payment operations
- Callback failures could strand order progression paths
- Loyalty and voucher side effects risked inconsistent final state
After
- Shared hook-based OMS export sequencing for all payment modes
- Scheduled recovery jobs for failed or incomplete paths
- More controlled replay behavior for loyalty and voucher side effects
How we delivered it
Four sprints — discovery, foundation, scoped integration, and operational hardening — sequencing payment and OMS work first, then logistics and loyalty.
Discovery sprint
Mapped payment, OMS, logistics, loyalty, and returns dependencies and prioritized failure-sensitive touchpoints.
Foundation sprint
Established SFRA overlay baseline, account/auth patterns, and extension boundaries for integration work.
Scoped integration sprints
Delivered payment and OMS flows first, then logistics/serviceability, then loyalty and post-order operations with incremental hardening.
Operational hardening
Added retries, exports, and operational jobs to reduce manual reconciliation and stabilize day-2 operations.
What changed for Chicco India
Real numbers only — pending metrics await client-approved data.
overlay cartridges built and composed beyond SFRA baseline
primary third-party integration domains unified in the delivery model
custom operational jobs supporting reconciliation and lifecycle operations
payment modes converged into one OMS handoff strategy (PayU, Razorpay, COD)
Chicco India gained a single, governed B2C commerce operating model where payment, fulfillment, and return-state transitions are coordinated rather than manually stitched across systems.
Salesforce B2C Commerce (SFRA) — common questions
Planning an India-ready Salesforce commerce rollout?
Nanostuffs delivers Salesforce B2C Commerce implementations through scoped sprints that de-risk payments, OMS, and operations first.
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