Glossary & Reference
The key terms used across Smile Mall — the words you will meet in these tutorials and in the console.
Where the technical detail lives
These tutorials describe what a person clicks and does. API endpoints, repositories, and system internals are intentionally kept out of this help centre; they live in the Smile Mall Technical Documentation. This page is a glossary of the terms you will meet along the way.
Admin console
The single web application ZB staff use to operate Smile Mall.
AML
Anti-money-laundering; the sanctions and money-laundering screening recorded under Merchants > AML Review.
Biller Management
The Services > Biller Management page where operations or super_admin set each biller's show-on-web, show-on-bot, and deliverable (transactable) flags.
Cash on Delivery (COD)
An order the customer pays in cash at the door, enabled per merchant via a toggle in store settings. The 2% platform fee is booked as owed in the fee-owed ledger because it cannot be taken from a cash sale.
Confirmation code
A per-order delivery or pickup code, shown only to the customer, that the driver (delivery) or merchant (pickup) enters at handover to mark the order delivered and release payment.
Consumer quote (RFQ)
A shopper's request for a price from a merchant before buying, distinct from the B2B wholesale quote. The shopper accepts the quoted price and then pays through normal checkout.
Could not verify
The message shown when Smile Mall cannot reach ZB's gateway to validate an account or deliver a payment. It is an upstream availability state, not a wrong account and not a Smile Mall fault.
EGRESS
The ZB biller gateway (source SMILEMALL) that validates accounts and delivers bill payments (tokens, receipts). Reached from Cloud Run through an on-prem relay today, and natively from inside the ZB network after the on-prem cutover.
Featured (algorithmic)
The storefront Featured strip, ranked by real activity (units sold, then views, then rating, then recency). There is no merchant feature checkbox; a merchant requests a feature and operations approves it under Promotions > Feature Requests.
Fee-owed ledger
The record of platform fees a merchant owes (for example the 2% on a COD order), viewable by the merchant on their dashboard and settleable by an admin.
Handoff
The point at which the WhatsApp bot passes a conversation to a human agent in Live Chat.
Idempotent
An action that is safe to run more than once. The reconcile and the Redeliver action are idempotent, so they never double-count or double-deliver.
KYC / KYB
Know-your-customer and know-your-business identity checks on merchants during onboarding.
Leads
The admin inbox of platform enquiries; each enquiry emails support (fail-open) and can be assigned and annotated.
Settlement
How a merchant receives their sales money after an order is paid and delivered. A merchant can set up a Smile & Pay account to be paid directly, or ZB settles them manually. Smile Mall keeps a 2% platform fee.
Merchant Team Access
The merchant portal's own team feature. The owner invites members as Manager or Staff; the role decides what each member can see. A revoked member loses access immediately. Distinct from the four admin console roles.
Reconcile / Re-check payment
The console actions that confirm a pending order against the payment gateway, so an order is marked paid only if the gateway agrees.
Redeliver
The action on a bill payment that re-posts it to the biller. It is idempotent and skips if the payment was already delivered.
Smile & Pay
The hosted checkout that takes customer payments (WalletPlus, EcoCash, OneMoney, InnBucks, card). It has no refund API for a completed payment; reversals are manual today for all methods including Visa and Mastercard.
Smile Points
The Smile Mall loyalty ledger.
SLA
Service-level target; the time within which a ticket or dispute should be handled.
ZB ID
The shared ZB identity service that Smile Mall uses for login and password reset. Federation is on for both production and staging; a federated identity is treated as email-verified.
ZB Services catalogue
The database-backed admin catalogue of ZB products (including insurance) with per-product lead routing.