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  3. Going Live

Going Live

Going live is the final wizard step and is Firmly-driven, not merchant-driven. Once you’ve completed your tasks (KYB, catalog, destinations, agreement, optional CDN) and Firmly has finished the integration on its side, you submit for go-live and Firmly’s review team approves or rejects. Throughout, you remain the seller of record — Firmly never becomes the seller; once you’re live, approved orders land in your own systems under your own merchant and payment accounts.

Going live doesn’t move, redeploy, or re-credential anything. The same Firmly platform serves your store before and after — going live just switches your tenant from “onboarding” to “live.”

​​ What “going live” actually means

Before go-live After go-live
Your tenant is in onboarding state Your tenant is in live state
The Merchant Portal shows the onboarding wizard The Merchant Portal shows the live operations dashboard
Destinations you’ve opted into are configured but not yet receiving live traffic Destinations route real customer traffic to your store via Firmly
Orders aren’t flowing into your OMS via Firmly Orders flow into your OMS as native customer orders

​​ How the go-live wizard step works

Stage What happens
You submit After completing all merchant-actioned tasks, you press the “Submit for Go-Live” call to action on the wizard. The task transitions to Awaiting approval. Firmly is notified
Firmly reviews The review team verifies your KYB, catalog scope, destination opt-ins, agreement, and any required CDN configuration. They also confirm the platform integration is healthy. The expected review turnaround is communicated during onboarding, so you can tell a normal wait at Awaiting approval from a stalled one
Outcome — Approved Your tenant flips to live. The Merchant Portal switches from the wizard to the live operations dashboard. Orders from connected destinations start flowing into your OMS
Outcome — Rejected The rejection notes are surfaced inline against the go-live task. You see exactly what to fix, address it, and resubmit

​​ What Firmly typically reviews

  • KYB completeness — company info filled in, accurate, and approved
  • Catalog scope — your catalog selection is reasonable for the destinations you’ve opted into
  • Destination opt-ins — each destination is enabled with the right merchant settings (some destinations have additional per-destination requirements)
  • Agreement signed — for the current agreement version
  • CDN configuration — if needed for your edge setup, the whitelist rule is in place
  • Integration health — Firmly can read your catalog, place test orders, and receive order responses from your backend. These test orders are placed against your store to verify the end-to-end flow; Firmly coordinates them as part of review (e.g., using test payment data and canceling or flagging them so you’re not left with real fulfillment obligations) — confirm the specifics with your Firmly contact if your platform needs special handling

​​ What you should validate before submitting

You’re not required to do these, but they make for a smoother go-live:

  • Confirm the catalog list shows your products — the read-only Products view under Catalog should reflect what you expect
  • Confirm the destinations you’ve enabled — opt-ins are accurate; nothing toggled by accident
  • Confirm the agreement signer — your KYB/agreement signer is someone with signing authority
  • CDN rule (if applicable) — header value is in place; check the audit log for the “cdn_whitelisting_completed” event. If your CDN uses a header-based rule, the shared secret must also be given back to Firmly so Firmly’s outbound requests carry it — the channel for that hand-off is confirmed with Firmly at go-live (see CDN whitelisting)

​​ What happens after go-live

Day 1 First week Ongoing
Orders start arriving in your OMS from any connected destination that’s already routing live traffic First Merchant Portal dashboard data populates; KPI cards show period-over-period change Continuous traffic from every destination as they’re added to Firmly’s network or as you opt into new ones

You don’t have to do anything to “go live” beyond the wizard step. Your platform integration was already established during onboarding. The flag changes; the data flows.

​​ Common rejection causes (and what to do)

Cause Fix
KYB rejected Reviewer notes show what’s missing or inaccurate — address them and resubmit KYB
Destinations require extra per-destination setup Some destinations (e.g., specific marketplaces) have additional merchant settings — Firmly’s review will list what’s needed
CDN whitelisting required but not completed Complete the CDN step before resubmitting
Catalog scope misaligned with destination opt-ins Some destinations expect entire-catalog merchants — narrow your subset or pick Entire Catalog
Integration health check failed Firmly’s review team or your Firmly account manager will reach out with specifics — usually a platform-side rate limit or auth issue

​​ Once you’re live

The wizard chrome disappears. The Merchant Portal flips from the wizard to the live operations dashboard — see Merchant Portal. You can revisit any onboarding task surface as a settings page to adjust catalog scope, opt into new destinations, re-sign new agreement versions, or update CDN rules.