Capabilities¶

capabilities:
  # ── Customer ────────────────────────────────────────────────────────────────
  - id: customer-identity
    name: Customer Identity
    domain: customer
    classification: engagement
    description: >
      Establishes, verifies, and maintains a singular, persistent identity for each
      customer across all touchpoints and channels. Provides the identity resolution
      foundation on which personalisation, loyalty, consent management, and cross-channel
      continuity depend. Includes registration, authentication, deduplication, and identity
      merging workflows.
    actors: [customer, store-associate, system]
    outcome: Customers can be registered, authenticated and uniquely resolved across channels.
    services: [register-customer, authenticate-customer, search-customer, merge-customer]

  - id: customer-profile
    name: Customer Profile
    domain: customer
    classification: engagement
    description: >
      Maintains and serves the authoritative, unified record of a customer's personal
      data, contact information, communication preferences, and behavioural attributes.
      Acts as the single source of truth for customer data consumed by personalisation,
      CRM, clienteling, and loyalty capabilities.
    actors: [customer, store-associate, marketing-manager, system]
    outcome: Customer profile, preferences and contact data can be retrieved and maintained.
    services: [retrieve-customer-profile, update-customer-profile, manage-customer-preferences]

  - id: customer-consent
    name: Customer Consent
    domain: customer
    classification: management
    description: >
      Records, maintains, and enforces the customer's explicit consent for data
      processing, marketing communications, and data sharing, in compliance with GDPR
      and equivalent regulations. Provides consent state to all downstream capabilities
      that depend on lawful data processing grounds.
    actors: [customer, compliance-officer, system]
    outcome: Customer consent records can be created, updated and revoked in compliance with regulations.
    services: [record-consent, update-consent, revoke-consent]

  - id: customer-segmentation
    name: Customer Segmentation
    domain: customer
    classification: intelligence
    description: >
      Classifies customers into named segments based on behavioural, transactional,
      demographic, and lifecycle attributes. Segments are computed, assigned, and
      propagated to marketing, promotions, pricing, and personalisation capabilities
      to enable targeted and relevant customer experiences.
    actors: [marketing-manager, data-analyst, system]
    outcome: Customers can be segmented based on behaviour and attributes for targeting and personalisation.
    services: [calculate-segment, assign-segment, retrieve-segment]

  - id: clienteling
    name: Clienteling
    domain: customer
    classification: engagement
    description: >
      Equips store associates with contextual customer intelligence — purchase history,
      preferences, open orders, loyalty status, and wish-lists — at the point of
      interaction. Enables associates to deliver proactive, personalised service in
      physical stores and clienteling sessions, bridging digital and physical customer
      relationships.
    actors: [store-associate, customer]
    outcome: Store associates can access customer history and record personalised interactions.
    services: [retrieve-customer-history, create-clienteling-session, record-clienteling-interaction]

  # ── Commerce ────────────────────────────────────────────────────────────────
  - id: basket-management
    name: Basket Management
    domain: commerce
    classification: operational
    description: >
      Manages the customer's pre-purchase selection across all channels. Handles basket
      creation, item addition and removal, quantity adjustment, real-time price and
      promotion recalculation, and basket persistence (saved, abandoned, merged).
      Provides the consistent basket state that checkout, promotions, and inventory
      reservation capabilities consume.
    actors: [customer, store-associate, system]
    outcome: Customers can build, modify and calculate a basket of intended purchases before checkout.
    services: [create-basket, add-basket-item, remove-basket-item, calculate-basket, checkout-basket]

  - id: checkout
    name: Checkout
    domain: commerce
    classification: operational
    description: >
      Converts a confirmed basket into a placed order by orchestrating totals calculation,
      promotion application, fulfilment option selection, payment authorisation, and
      order creation. Represents the critical transaction boundary in the commerce flow;
      checkout outcome is an authorised payment and a confirmed order record.
    actors: [customer, store-associate, system]
    outcome: A basket can be converted into a confirmed order by applying promotions, totals and payment authorisation.
    services: [checkout-basket, calculate-totals, apply-promotions, authorize-payment]

  # ── Order ───────────────────────────────────────────────────────────────────
  - id: order-management
    name: Order Management
    domain: order
    classification: management
    description: >
      Maintains the authoritative lifecycle of every customer order from creation through
      closure. Manages order states (created, confirmed, in-fulfilment, shipped, delivered,
      closed, cancelled), supports modification and cancellation within policy constraints,
      and provides the order record that fulfilment, payment capture, and customer service
      capabilities depend upon.
    actors: [customer, customer-service-agent, system]
    outcome: Orders can be created, validated, confirmed, modified, tracked and closed through their full lifecycle.
    services: [create-order, validate-order, confirm-order, modify-order, cancel-order, track-order, close-order]

  - id: order-orchestration
    name: Order Orchestration
    domain: order
    classification: intelligence
    description: >
      Determines the optimal fulfilment strategy for each order by evaluating inventory
      availability, proximity, cost, and service-level constraints across all fulfilment
      nodes (DC, stores, drop-ship suppliers). Splits multi-line orders, routes lines to
      nodes, and reassigns when exceptions arise — enabling unified commerce scenarios
      such as Ship-from-Store and Endless Aisle.
    actors: [system, operations-manager]
    outcome: Orders can be split, routed and reassigned to optimal fulfilment locations based on inventory and constraints.
    services: [split-order, route-order, reassign-fulfillment-location]

  # ── Inventory ───────────────────────────────────────────────────────────────
  - id: inventory-visibility
    name: Inventory Visibility
    domain: inventory
    classification: intelligence
    description: >
      Provides a real-time, unified view of available-to-promise (ATP) stock across all
      locations (DCs, stores, suppliers). Aggregates physical stock from WMS and store
      inventory systems, applies reservation and safety-stock buffers, and exposes
      queryable ATP to commerce, order orchestration, and clienteling capabilities.
    actors: [system, operations-manager, store-associate]
    outcome: Available-to-promise stock can be calculated and queried by location, SKU and channel in real time.
    services: [check-availability, calculate-atp, retrieve-location-stock]

  - id: inventory-reservation
    name: Inventory Reservation
    domain: inventory
    classification: management
    description: >
      Manages soft and hard inventory reservations to prevent overselling during the
      order and fulfilment lifecycle. Reserves stock at basket or checkout, confirms
      reservations on order placement, releases on cancellation, and expires stale
      reservations. Critical for click-and-collect, BOPIS, and Endless Aisle scenarios.
    actors: [system]
    outcome: Inventory can be soft-reserved, confirmed and released across the order and fulfilment lifecycle.
    services: [reserve-inventory, confirm-reservation, release-reservation, expire-reservation]

  - id: inventory-allocation
    name: Inventory Allocation
    domain: inventory
    classification: management
    description: >
      Converts soft reservations into hard, node-specific inventory commitments bound
      to a specific fulfilment location and order line. Manages reallocation when a
      node is unable to fulfil and releases committed stock on order cancellation.
      Operates downstream of order orchestration and upstream of fulfilment execution.
    actors: [system, operations-manager]
    outcome: Inventory can be hard-allocated, reallocated and released to fulfil specific order commitments.
    services: [allocate-inventory, reallocate-inventory, release-allocation]

  - id: store-inventory
    name: Store Inventory
    domain: inventory
    classification: management
    description: >
      Manages the physical stock ledger within individual store locations. Handles
      stock adjustments (sales, receipts, damages, write-offs), cycle and full counts,
      inter-store transfers, and receiving of replenishment shipments. Provides the
      store-level stock accuracy on which inventory visibility and allocation depend.
    actors: [store-associate, store-manager, system]
    outcome: Physical store stock levels can be adjusted, counted and transferred between locations.
    services: [adjust-inventory, count-inventory, transfer-inventory]

  # ── Fulfillment ─────────────────────────────────────────────────────────────
  - id: fulfillment-execution
    name: Fulfillment Execution
    domain: fulfillment
    classification: operational
    description: >
      Executes the physical or digital steps required to fulfil an order commitment:
      pick, pack, label, dispatch, track, deliver, and collect. Supports warehouse-based,
      store-based, and drop-ship fulfilment models. Provides fulfilment status events
      that order management and customer-facing tracking surfaces consume.
    actors: [warehouse-associate, store-associate, carrier, system]
    outcome: Orders can be picked, packed, shipped, delivered and collected through the physical fulfilment chain.
    services: [generate-picking, confirm-picking, pack-shipment, ship-order, deliver-order, collect-order]

  - id: returns-management
    name: Returns Management
    domain: fulfillment
    classification: management
    description: >
      Manages the end-to-end reverse logistics flow: return request, merchant
      authorisation, customer shipping or in-store drop-off, physical receipt,
      condition inspection, restock or disposal decision, and refund or store-credit
      issuance. Supports in-store, courier, and drop-point return methods.
    actors: [customer, store-associate, warehouse-associate, customer-service-agent, system]
    outcome: Customer returns can be requested, authorised, received, inspected and processed to completion.
    services: [request-return, authorize-return, receive-return, inspect-return, process-return]

  - id: exchange-management
    name: Exchange Management
    domain: fulfillment
    classification: management
    description: >
      Enables customers to exchange a purchased product for a different size, colour,
      or item within the return flow. Orchestrates the linked return authorisation and
      replacement order creation, managing inventory reservation for the exchange item
      and ensuring correct payment delta handling (additional charge or refund).
    actors: [customer, store-associate, customer-service-agent, system]
    outcome: Product exchanges can be requested, authorised and processed within the return and fulfilment flow.
    services: [request-exchange, authorize-exchange, process-exchange]

  # ── Pricing ─────────────────────────────────────────────────────────────────
  - id: pricing
    name: Pricing
    domain: pricing
    classification: intelligence
    description: >
      Determines and applies the effective selling price for each product at the time
      of basket calculation or checkout. Evaluates price lists by channel and customer
      segment, applies markdown schedules, and ensures consistent pricing across
      touchpoints. Provides the price inputs that promotions, basket management, and
      checkout capabilities consume.
    actors: [pricing-manager, system]
    outcome: Selling price can be determined and applied based on price lists, rules and markdown schedules.
    services: [retrieve-price, calculate-price, apply-price-list, calculate-markdown]

  # ── Promotion ───────────────────────────────────────────────────────────────
  - id: promotions
    name: Promotions
    domain: promotion
    classification: operational
    description: >
      Evaluates and applies promotional discounts — percentage off, BOGOF, multi-buy,
      basket threshold, and loyalty-linked offers — at the basket or order level.
      Manages coupon validation and redemption. Exposes promotion eligibility to basket
      management and checkout and records redemption events for analytics and loyalty
      integration.
    actors: [customer, marketing-manager, system]
    outcome: Promotions and coupons can be evaluated and applied to a basket or order to deliver discounts.
    services: [evaluate-promotions, validate-coupon, redeem-coupon]

  - id: voucher-management
    name: Voucher Management
    domain: promotion
    classification: management
    description: >
      Issues, validates, and redeems gift vouchers, e-gift cards, and store credits.
      Manages voucher balance, partial redemption, and expiry. Operates as a payment
      instrument alternative within the checkout flow and supports both digital and
      physical voucher formats across all channels.
    actors: [customer, store-associate, customer-service-agent, system]
    outcome: Gift vouchers and store credits can be issued, validated, redeemed and cancelled.
    services: [issue-voucher, validate-voucher, redeem-voucher, cancel-voucher]

  # ── Loyalty ─────────────────────────────────────────────────────────────────
  - id: loyalty
    name: Loyalty
    domain: loyalty
    classification: engagement
    description: >
      Manages the transactional layer of the loyalty programme: member enrolment,
      points accrual on purchase, points redemption at checkout, benefit calculation,
      and tier upgrade evaluation. Provides real-time loyalty status to basket management,
      checkout, and clienteling capabilities so that members receive the correct benefits
      at every touchpoint.
    actors: [customer, store-associate, system]
    outcome: Members can be enrolled, earn points and benefits, and redeem rewards across channels.
    services: [enroll-member, calculate-points, issue-points, redeem-points, calculate-benefits]

  - id: loyalty-management
    name: Loyalty Management
    domain: loyalty
    classification: management
    description: >
      Provides the programme configuration layer for the loyalty capability: defines
      tier thresholds, accrual and redemption rates, earn rules by product category or
      channel, member lifecycle policies (expiry, re-activation, merge), and the rewards
      catalogue. Enables commercial and CRM teams to evolve the programme without
      engineering intervention.
    actors: [loyalty-manager, marketing-manager, system]
    outcome: The loyalty programme configuration, tier definitions, accrual rules, and member lifecycle are managed.
    services: [manage-loyalty-tiers, manage-accrual-rules, manage-member-lifecycle, manage-loyalty-catalogue]

  # ── Payment ─────────────────────────────────────────────────────────────────
  - id: payment-processing
    name: Payment Processing
    domain: payment
    classification: operational
    description: >
      Processes all payment instrument types (card, digital wallet, BNPL, voucher,
      loyalty points) in an acquirer- and PSP-agnostic manner. Handles authorisation,
      capture, void, and refund operations, enforcing PCI-DSS scope boundaries.
      Provides a normalised payment event stream that order management, loyalty, and
      finance capabilities consume.
    actors: [customer, store-associate, system, payment-provider]
    outcome: Payments can be authorised, captured, voided and refunded independently of payment provider.
    services: [authorize-payment, capture-payment, void-payment, refund-payment, settle-payment]

  # ── Store ───────────────────────────────────────────────────────────────────
  - id: store-operations
    name: Store Operations
    domain: store
    classification: management
    description: >
      Governs the daily operational lifecycle of a physical store location: opening and
      closing procedures, cash management, trading-day reconciliation, staff task
      assignment and completion tracking, and appointment scheduling. Provides the
      operational context that store inventory, fulfilment execution, and clienteling
      capabilities require.
    actors: [store-manager, store-associate, system]
    outcome: Store trading days can be opened and closed and daily operational tasks can be assigned and completed.
    services: [open-store-day, close-store-day, assign-store-task, complete-store-task]

  # ── Catalogue ────────────────────────────────────────────────────────────────
  - id: catalogue-management
    name: Catalogue Management
    domain: commerce
    classification: management
    description: >
      Manages the full lifecycle of the product catalogue: product creation and
      enrichment (descriptions, media, attributes, variants), assortment scoping by
      channel or region, publication and unpublication workflows, and catalogue
      versioning. Provides the product data foundation consumed by basket management,
      pricing, promotions, and inventory capabilities.
    actors: [merchandiser, product-manager, system]
    outcome: Product catalogues can be created, enriched, published, and scoped to channels so that customers see the correct assortment per touchpoint.
    services: [create-product, update-product, publish-catalogue, unpublish-catalogue, assign-catalogue-to-channel]

  # ── Channel ──────────────────────────────────────────────────────────────────
  - id: channel-management
    name: Channel Management
    domain: commerce
    classification: management
    description: >
      Defines and manages commerce channels (in-store, eCommerce, mobile app,
      marketplace, kiosk) and their configuration: catalogue scope, price list
      assignment, fulfilment options, payment methods, and operational hours.
      Enables channel-specific trading rules without duplicating product or pricing
      data across touchpoints.
    actors: [channel-manager, operations-manager, system]
    outcome: Commerce channels can be configured, activated, and assigned catalogues and price lists so that each touchpoint operates with the correct assortment and pricing rules.
    services: [create-channel, activate-channel, deactivate-channel, assign-catalogue-to-channel, assign-price-list-to-channel]

  # ── Commerce (Subscription) ─────────────────────────────────────────────────
  - id: subscription-management
    name: Subscription Management
    domain: commerce
    classification: management
    description: >
      Enables customers to subscribe to recurring product deliveries at a defined
      frequency (weekly, monthly) with automatic order generation, payment capture,
      and fulfilment scheduling. Manages the subscription lifecycle: activation, pause,
      skip, modification, and cancellation. Supports physical goods subscriptions as
      well as digital access and membership plans.
    actors: [customer, system, customer-service-agent]
    outcome: Customers can create, manage, pause and cancel recurring purchase subscriptions that automatically generate orders at a defined frequency.
    services: [create-subscription, activate-subscription, pause-subscription, cancel-subscription, renew-subscription]

  # ── Tier 2 AI-enabled Store Extensions ─────────────────────────────────────
  - id: guided-selling
    name: Guided Selling
    domain: customer
    classification: engagement
    description: >
      Assists store associates and customers with context-aware product discovery,
      comparison, and next-best-action recommendations. Uses customer consented
      profile data, product knowledge, and current availability while preserving
      associate judgement and the customer's ability to decline a recommendation.
    actors: [customer, store-associate, system]
    outcome: Associates can deliver explainable, context-aware recommendations that improve the assisted selling experience.
    services: [generate-recommendation, record-recommendation-response]

  - id: decision-intelligence
    name: Decision Intelligence
    domain: customer
    classification: intelligence
    description: >
      Produces governed recommendations and automations for commerce workflows.
      Records purpose, evidence, policy, confidence, human approval or override,
      and execution outcome so that automated decisions remain auditable and do
      not become the system of record for customer, order, payment, or inventory data.
    actors: [store-associate, store-manager, operations-manager, system]
    outcome: Material automated decisions can be proposed, reviewed, overridden, executed, and audited.
    services: [propose-decision, approve-decision, override-decision, execute-decision]

  - id: social-intelligence
    name: Social Intelligence
    domain: customer
    classification: intelligence
    description: >
      Produces governed, aggregated insights from consented customer feedback and
      social interactions. Keeps source evidence and purpose separate from the
      customer master record and exposes insights for service and experience improvement.
    actors: [marketing-manager, customer-service-agent, data-analyst, system]
    outcome: Consent-aware sentiment and engagement insights can inform customer experience decisions without becoming customer source data.
    services: [produce-sentiment-insight]

  - id: automated-item-identification
    name: Automated Item Identification
    domain: inventory
    classification: intelligence
    description: >
      Identifies items and detects identification anomalies at retail touchpoints
      using hardware- and provider-agnostic methods such as barcode, RFID, or
      computer vision. Supplies evidence to inventory and loss-prevention workflows
      without making technology-specific implementation claims.
    actors: [customer, store-associate, system]
    outcome: Items and identification anomalies can be resolved in real time at store touchpoints.
    services: [identify-item, detect-identification-anomaly]

  - id: service-order-management
    name: Service Order Management
    domain: fulfillment
    classification: management
    description: >
      Manages service, repair, installation, and maintenance commitments associated
      with a customer order. Coordinates eligibility, scheduling, execution status,
      customer communication, and final completion across physical and digital channels.
    actors: [customer, store-associate, customer-service-agent, operations-manager, system]
    outcome: Service and repair commitments can be created, scheduled, fulfilled, and tracked alongside product orders.
    services: [create-service-order, schedule-service-order, complete-service-order]

  - id: retail-media-management
    name: Retail Media Management
    domain: promotion
    classification: intelligence
    description: >
      Manages sponsored offers and closed-loop attribution across approved retail
      touchpoints. Enforces audience eligibility and consent before an offer is
      served, and records exposure and conversion separately from core promotion
      calculation and pricing decisions.
    actors: [marketing-manager, data-analyst, system]
    outcome: Sponsored offers can be activated, served, and attributed using consent-aware first-party commerce signals.
    services: [activate-sponsored-offer, record-sponsored-offer-exposure, attribute-sponsored-offer]

  - id: loss-prevention
    name: Loss Prevention
    domain: store
    classification: management
    description: >
      Detects, triages, investigates, and resolves transaction and item-handling
      anomalies that may result in retail loss. It separates a detection signal from
      a case outcome, applies authorised intervention policy, and records false
      positives to protect legitimate customer journeys.
    actors: [store-associate, store-manager, operations-manager, system]
    outcome: Potential retail loss events can be investigated and resolved with auditable, proportionate intervention.
    services: [detect-transaction-anomaly, open-loss-prevention-case, resolve-loss-prevention-case]