Improving Your Order Fulfilment Process In e-Commerce


Let’s look into what is order fulfillment and how it can be improved in each of the areas involved in the process.

  • What is order fulfillment?
  • Tips to improve your order fulfillment process

What is Order Fulfillment?

If a sales order is a request by a customer for certain items then an order fulfillment is a response by which the seller or shipper provides the physical items required by the order to the destination requested

  • What is order fulfillment?
  • Tips to improve your order fulfillment process

What’s there to improve?

At the end of the day, a retailer or eCommerce business needs a strive towards customer delight. True customer delight is accomplished by


How the entire order fulfillment process works?


QC - The secret weapon


At the end of the day, a retailer or eCommerce business needs a strive towards customer delight. True customer delight is accomplished by

  • Items are in good shape
  • Items are in the sellable form
  • Right items are received
  • Right quantity is received

Effective Shipping

At the end of the day, a retailer or eCommerce business needs a strive towards customer delight. True customer delight is accomplished by

  • Maintain a delicate balance of cost and speed
  • Set shipping ETA expectations with your customs and strive to exceed them. Too high an ETA leads to cart abandonment
  • Consider premium shipping cost versus return losses
  • Classify your items based on weight, size, and packing requirements. Use shipping service based to each class
  • Use free shipping tactics wisely. Evaluate margins before you apply

Handling Returns


At the end of the day, a retailer or eCommerce business needs a strive towards customer delight. True customer delight is accomplished by

  • Create and share the comprehensive return policy on marketing channels. Context is important
  • Track and analyze return reasons to get better insights
  • Restock, mark as damaged, or discard if needed
  • Make stocked-back inventory available for resale immediately
  • In-store returns for online stores - define a process to upsell

Manage 3PL

At the end of the day, a retailer or eCommerce business needs a strive towards customer delight. True customer delight is accomplished by

  • Select a partner who is familiar with your product range
  • Understand the process which helps monitor performance
  • Measure Order-To-Ship and Ship-To-Deliver times separately for 3pl orders
  • Use customer NPS scores and surveys to evaluate the 3PLs

Measuring and Optimising Margins

At the end of the day, a retailer or eCommerce business needs a strive towards customer delight. True customer delight is accomplished by

  • Allocate a cost to an order - Track margins correctly on order level.
  • Instead of fixed cost, use the FIFO technique to clear out inventory to storage and storage to delivery
  • Not just a fulfillment process, but how it adds value. Consider attribution of costs like shipping, packaging, returns, labor, etc.

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