# Rusukh Luxury Bespoke Atelier — Master Client Operations Manual & User Guide **System:** Rusukh Luxury Bespoke Enterprise Operations Platform **Target Audience:** Atelier Executive Management, Staff, Artisans, Concierge Riders, and Patron Support **Version:** 1.0 Strict Release **Last verified against the live seeded system:** 2026-09-04. Every credential, URL and figure below was confirmed by signing in over real HTTP against a freshly seeded database — see `docs/RUNBOOK.md` for the full technical operations runbook this manual is drawn from. --- ## 1. System Access & User Credentials Matrix `php artisan migrate:fresh --seed` creates sixteen staff accounts and eight patron accounts. Every staff account shares one password; every patron account shares a different one — nobody needs to remember sixteen different passwords for a walkthrough. The email address is what decides the role, and the role is what decides the sidebar. **Staff password (all sixteen accounts): `Rusukh#Staff2026`** — sign in at `/login`. | Role | Name | Email | Key Operational Responsibilities | | :--- | :--- | :--- | :--- | | **Super Root Admin** | Rusukh Root | `root@rusukh.pk` | Full system takeover, stage-gate bypass, impersonation of any account | | **Management / Director** | Tariq Jamil | `tariq.jamil@rusukh.pk` | Executive analytics, financial reports, sees past team-scope narrowing | | **Customer Service / CRM** | Nadia Iqbal | `nadia.iqbal@rusukh.pk` | Lead intake, appointment booking, quotations, follow-up | | **Customer Service / CRM** | Sana Farooq | `sana.farooq@rusukh.pk` | Second CS seat — the lead register is only meaningful once split between people | | **Operations Coordinator** | Rehan Aziz | `rehan.aziz@rusukh.pk` | Route planning, visit kits, doorstep-visit scheduling | | **Measurement Representative** | Imran Sheikh | `imran.sheikh@rusukh.pk` | Doorstep measurement taking, fit profiling | | **Measurement Representative** | Owais Memon | `owais.memon@rusukh.pk` | Second measurement seat | | **Measurement Representative** | Danish Baig | `danish.baig@rusukh.pk` | Third measurement seat | | **Finance & Administration** | Shahid Kamal | `shahid.kamal@rusukh.pk` | General ledger, IBFT verification, Payment Desk, daily cash closing | | **Inventory & Procurement** | Zubair Lakhani | `zubair.lakhani@rusukh.pk` | Fabric stock lots, POs, GRNs, 6-point raw fabric inspection | | **Production Manager** | Arif Sattar | `arif.sattar@rusukh.pk` | Releases the production file — the first gate on the workshop floor | | **Master Cutter** | Yousuf Dawood | `yousuf.dawood@rusukh.pk` | Cut drafting, bundle tagging | | **Artisan Tailor** | Salim Khatri | `salim.khatri@rusukh.pk` | 12-step construction sequence | | **Quality Control Officer** | Naveed Anwar | `naveed.anwar@rusukh.pk` | Dual independent QC (Initial & Final) | | **Finishing & Packing** | Junaid Habib | `junaid.habib@rusukh.pk` | Hand embroidery, buttons, pressing, 2-person verified packing | | **Concierge Rider** | Kashif Ali | `kashif.ali@rusukh.pk` | Karachi zone deliveries, digital POD, COD cash custody (may not count his own collection) | **Two-factor authentication:** Root, Management (Tariq Jamil) and Finance (Shahid Kamal) are redirected to a mandatory two-factor enrolment screen on every sign-in until they enrol a code generator — this is deliberate, not a bug, and applies to a freshly seeded account exactly as it will in production. The other thirteen roles sign straight in. ### Customer logins Patrons sign in separately, at **`/customer/login`** — not `/login`, which is staff-only. **Patron password (all eight accounts): `Rusukh#Client2026`** | Name | Email | Area | | :--- | :--- | :--- | | Ahmed Raza | `ahmed.raza@gmail.com` | DHA Phase 6 | | Bilal Siddiqui | `bilal.siddiqui@gmail.com` | Clifton Block 5 | | Usman Qureshi | `usman.qureshi@gmail.com` | PECHS Block 6 | | Hassan Ansari | `hassan.ansari@gmail.com` | Gulshan-e-Iqbal Block 13 | | Faisal Malik | `faisal.malik@gmail.com` | Bahadurabad | | Zeeshan Hashmi | `zeeshan.hashmi@gmail.com` | North Nazimabad Block H | | Kamran Butt | `kamran.butt@gmail.com` | Gulistan-e-Johar | | Adnan Rizvi | `adnan.rizvi@gmail.com` | Malir Cantt | A new patron can also self-register at `/customer/register`. --- ## 2. Super Root Administration & Impersonation SOP ### Impersonation Console 1. Navigate to `/admin/identity/impersonation` (or the User table at `/admin/identity/users`). 2. Select any staff member or customer account and start impersonation. 3. **Security & Audit Compliance:** - Dual-actor audit logs record both the actor (Super Root) and the subject (impersonated user) on every action taken during the session. - Only Root may bypass a stage gate — no other account, ever — and every bypass writes an audit row naming the gate, the reason given, and which criteria were still unmet at the time. 4. **"Leave Impersonation"** in the top navigation returns to the administrator's own session. --- ## 3. The 13 Stage Gates & the Order Lifecycle Every bespoke garment must satisfy 13 governance gates before it can progress. Each gate has an owner role and a checklist that must be complete before it will sign: | Gate | Name | Releases the order into | | :--- | :--- | :--- | | G1 | Lead Qualified | Appointment confirmed | | G2 | Appointment Ready | Measurement completed | | G3 | Consultation Complete | Awaiting customer confirmation | | G4 | Commercial Confirmation | Order confirmed | | G5 | Fabric Ready | Fabric inspection completed | | G6 | Production Released | Cutting pending | | G7 | Cutting Complete | Cutting completed | | G8 | Stitching Complete | Initial quality check | | G9 | QC Approved | Ready for packing | | G10 | Packing Complete | Balance payment pending | | G11 | Delivery Ready | Out for delivery | | G12 | Delivered | Delivered | | G13 | Order Closed | Order closed | Four gates — G7, G9, G10 and G12 — require an actual attached artefact (the labelled bundle, the signed QC sheet, the sealed package photo, the delivery proof), not just a ticked checkbox. **G10 is the only two-person gate:** one person recording both halves of the packing verification is refused outright. **Only `root@rusukh.pk` may bypass any gate.** A bypass with no reason given is refused. ### The full order journey The 25-status happy path runs: Inquiry Received → Appointment Confirmed → Measurement Completed → Awaiting Customer Confirmation → Order Confirmed → Advance Received → Fabric Pending → Fabric Received → Fabric Inspection Completed → Cutting Pending → Cutting Completed → Tailor Assigned → Stitching In Progress → Accessories Pending → Initial QC → Finishing In Progress → Final QC → Ready For Packing → Balance Payment Pending → Delivery Scheduled → Out For Delivery → Delivered → Customer Approval Pending → Order Closed. Three further states exist outside the happy path and can be reached from most of it: **Alteration Required** (a failed QC sends the garment back), **On Hold** (paused, keeps its place in queue), **Cancelled**, and **Refunded**. --- ## 4. Workshop Operations & Production Sequencing ### 1. Master Cutting Desk (`/admin/production/cutting`) - Cutters view fabric-cleared jobs only — nothing appears here until the Production Manager has released the file at Gate 6 (`/admin/production/files`). - Straight Cut (traditional crisp drape) vs Kali Cut (multi-panel flared silhouette). - Cut pieces are tracked by type: Front, Back, left/right Sleeve, Collar, left/right Cuff, Pocket, Placket, Yoke, and — for a shalwar — Shalwar Front/Back and Waistband. ### 2. Tailoring Station (`/admin/production/tailoring`) Artisans track the real 12-step construction sequence: 1. Front Placket & Pocket Preparation 2. Collar Fusing, Shaping & Attachment 3. Shoulder Joining & Balance Verification 4. Sleeve Attachment & Armhole Alignment 5. Side Panels / Kali Attachment & Side Seams 6. Bottom Hem (Daman) Turning & Precision Finish 7. Buttonhole (Kaj) Marking & Machine Making 8. Button Attachment (Mother-of-Pearl / Shank) 9. Shalwar / Pajama Cutting Check & Assembly 10. Waistband Folding & Drawcord Insertion 11. Shalwar Bottom Cuff (Pancha) Stitching 12. Initial Press, Seam Shaping & Thread Trimming ### 3. Dual Quality Control Desk (`/admin/production/quality`) - **Inspector ≠ Tailor invariant, enforced at code level:** the artisan who stitched a garment cannot perform Initial or Final QC on that same garment. - Every inspection ends in one of four results — approved, minor correction, major correction, or remake required. Anything other than approved routes the garment back to the workshop. - A failed inspection produces one of four alteration categories, recorded by *cause* because the category decides who pays: **Production Error** (atelier's mistake, absorbed as internal loss), **Customer Preference** (chargeable, or free under the Fit Guarantee), **Body Change**, or **Fabric Limitation**. ### 4. Fabric Inspection (`/admin/inventory/...`) Six real checks on every incoming fabric lot: colour/shade match, length & width, weave, stains & holes, dye evenness, and shrinkage percentage. A lot failing any check is quarantined rather than issued to production. --- ## 5. Karachi Logistics, Concierge Riders & Couriers ### Service Zones Three dedicated Karachi zones, served by the in-house rider fleet, plus five further nationwide courier zones (Sindh Upcountry, Punjab, Khyber Pakhtunkhwa, Balochistan, Islamabad Capital): - **Zone A — Karachi South & Coastal** (`KHI-ZONE-A`) - **Zone B — Karachi Central & East** (`KHI-ZONE-B`) - **Zone C — Karachi North & Cantonment** (`KHI-ZONE-C`) The seed maps a representative subset of Karachi's areas to a zone, enough to demonstrate the mechanism — not a finished city-wide map. An address in an unmapped area receives no zone rate. **Carriers:** TCS Express Pakistan, Leopards Courier Services, M&P Express Cargo, and the Rusukh In-House Rider Fleet. Tracking numbers are entered by hand; there is no live courier API integration. ### Rider Run-Sheets & POD Desk (`/admin/shipping/manifests`, `/admin/shipping/pod`) Proof of Delivery has three tiers, and **only one is currently trustworthy**: - **Photo of the handover — real.** The rider uploads an actual photograph. - **Recipient signature — not yet real.** Every signature proof currently stores the same placeholder image regardless of what was signed. - **OTP token — not yet real, and there is no SMS channel to deliver it.** This system sends **no SMS or WhatsApp message of any kind** — communication is strictly email-only (§8 of the technical runbook). An OTP tier becomes meaningful only once a delivery channel for the code exists. **Delivery exceptions** — 7 standardized failure reasons a rider logs against a failed attempt: Customer Unavailable, Incorrect/Untraceable Address, Customer Requested Reschedule, COD Payment Not Ready, Delivery Refused, Rider Delay, Package Damaged or Discrepancy. ### COD Cash Reconciliation (`/admin/shipping/cod`) Cash collected by riders is reconciled daily with Finance, clearing account `1040 COD Cash in Transit`. **The system enforces two people at the code level, not just on screen:** a rider cannot receive or count his own collected cash. Finance enters the counted figure blind — the declared amount is never pre-filled — so a shortfall is always visible. --- ## 6. Double-Entry Accounting & Daily Register Closings ### Standard Chart of Accounts (31 seeded accounts) - **Assets (1000s):** `1010 Petty Cash in Hand`, `1020 Meezan Bank Operations`, `1030 PayFast Online Gateway Clearing`, `1040 COD Cash in Transit`, `1050 Raw Fabric Inventory`, `1060 Trims, Laces & Accessories Inventory`, `1070 Accounts Receivable`. - **Liabilities (2000s):** `2010 Customer Advance Payments (Deferred Revenue)`, `2020 Supplier Accounts Payable`, `2030 Accrued Tailor Wages Payable`, `2040 Sales Tax Payable`. - **Equity (3000s):** `3010 Partners Capital & Owner Equity`, `3020 Retained Earnings`. - **Revenue (4000s):** `4010 Fabric Sale Revenue`, `4020 Stitching Income`, `4030 Home-Visit Income`, `4040 Delivery Income`, `4050 Accessories Income`, `4060 Other Approved Charges`, `4090 Sales Discounts & Allowances`. Fabric and stitching are deliberately separate lines — this is a cloth-and-stitching house, and the two halves of an order earn differently. - **Expenses (5000s):** `5010 Fabric Purchase (COGS)` through `5110 Agent Commission Expense` — eleven accounts covering wages, trims, packaging, delivery, alterations and overhead. ### Daily Register Closing Desk (`/admin/finance/closings`) Cashiers reconcile opening cash, cash sales collected, bank receipts, petty expenses and physical vault count. Over/short variances are flagged for review. **Revenue recognition:** a customer's advance sits in the `2010` liability account and is only recognised as earned revenue **the moment the order is delivered** — there is no revenue recognition delay tied to the 15-day commission window in §7; those are two separate, unrelated clocks. --- ## 7. Tiered Sales Commission Engine (15-Day Lock) - **Pre-Sale Commission (3.00%):** Accrued when the order is confirmed. - **Post-Sale Commission (2.00%):** Accrued upon flawless delivery and customer acceptance. - **Manager Override (1.00%):** Management, Production Managers and Operations Coordinators earn an override on matured commission within their own reporting line, up to two levels deep. Managers do not earn a line commission themselves — only the override. - **15-Day Clearance Lock:** counted from the delivery date, protecting against alteration claims, returns and cancellations. - **Payout Minimum:** PKR 1,000 — a wallet below that will not generate a payout run. - **Clawbacks:** a cancelled or disputed order automatically voids (before maturity) or claws back (after maturity) the commission, with a full audit trail. Wallets are permitted to go negative so a clawback is never silently dropped. --- ## 8. Patron Self-Service Portal (`/account`) 1. **Order Tracker (`/account/orders`, `/account/orders/{order}`):** the visual order-status journey, garment specification breakdown, and courier tracking. 2. **Measurement Studio:** `/account/measurements` is the saved-profile register — every measurement set on file, self-measured or taken in person, with its verification status. **`/account/measurements/new`** is the actual guided studio: the **14 required Pakistani body dimensions**, one per step, with a diagram guide and plausible-range hint on each. (The fuller 24-point profile a Measurement Representative records in person during a doorstep visit is a separate, richer capture used for the production file — the two are not the same form.) 3. **Payment Center (`/account/payments`):** PayFast checkout and direct bank IBFT deposit-slip upload with review status. **PayFast currently runs in `fake` mode — no real money moves** until the client's merchant credentials are configured for go-live. 4. **Alterations Desk (`/account/alterations`):** the Fit Guarantee booking desk for collar, sleeve, waist or trouser (mori) adjustments. 5. **Appointments, Feedback, Profile, Notification Preferences** — home-visit booking, post-delivery surveys, contact details, and email preference controls (`/account/appointments`, `/account/feedback`, `/account/profile`, `/account/notifications`). **All customer communication is by email only.** There is no SMS or WhatsApp channel anywhere in the system — nothing to configure, nothing disabled, it simply does not exist. For a full technical walkthrough of every screen, caveat and unresolved item, see `docs/RUNBOOK.md`.