Best Practices in Navigating eCommerce Order Management
Does your online store need a boost in customer satisfaction performance? Read here to learn about eCommerce order management and how it can help you.
Table Of Contents
Managing a successful eCommerce business is more than customer attraction and conversion. After you receive orders, you need to efficiently manage multiple tasks, from confirmation to delivery and follow-up. But did you know that around 73%% of customers abandon brands due to a few bad experiences? These are often payment issues, communication gaps, and delayed shipments.
Losing customers is a waste of resources spent on conversion. Even if they have spent a lot of money on your products, negative experiences deter repeat business. That’s why prioritizing their experience over new acquisitions is necessary—and a significant factor in improving customer satisfaction is eCommerce order management.
How eCommerce Order Management Works
Order management involves the complete journey an order takes within your company. It begins when a customer orders and concludes upon receiving the proper orders or seeking a refund or replacement. While this helps keep consumers happy, it can also enhance your organization’s workflow. To better understand the process of order management, below are the following stages:
Order placement – This step involves gathering the customer’s order particulars, such as chosen products and quantities. It’s also when you get their shipping details. Additionally, this step includes confirming payments and processing the order.
Payment processing – Upon validating the customer’s receipt via physical or digital channels, you can forward the order specifics and shipping information to your inventory storage location.
Inventory picking – Here, your warehouse personnel will locate the correct items for sorting and packaging using the different methods available—namely single order, batch, zone, and wave picking.
Sorting – This phase depends on your chosen picking approach. Initially, arranging each item in an accurate sequence may be necessary. You can then organize your orders by destination to facilitate efficient batch delivery. Typically, this stage is where the last inspection for product quality and accuracy occurs.
Packing – Before sending your customer’s order, it must go through a systematic packing process. Choosing appropriate delivery packaging and accommodating special instructions or branding needs are some of the requirements for this step.
Shipping – The delivery or courier service transports the order to customers individually from the packaging facility or as part of a batch delivery. Once the shipment is on its way, you can inform the customer and send the tracking details.
After-sales service – Your staff should communicate with customers to identify potential concerns, such as product damage or order loss during transit. The customer should receive a refund or replacement if necessary. Furthermore, this step involves gathering feedback to enhance the quality of your products and customer experience.
How to Improve Your eCommerce Order Management
Besides understanding the details of eCommerce order management, it pays to know how you can improve such practices in your business. Here are five tips you can apply:
Update inventory in real-time – Instead of depending on handwritten or offline digital documentation prone to errors, it’s advisable to integrate online capabilities for real-time updates.
Automate when possible – Automation can offer advantages across various order fulfillment stages, especially in processing orders and managing payments.
Prepare for after-sales support – Your team must be able to handle customer inquiries to ensure a positive brand experience. Providing post-sales support also assists in minimizing the consequences of errors.
Communicate with customers – Offer continual status updates to customers and request their feedback to identify areas for improvement.
Use an order management system – Implementing structured workflows can enhance efficiency across nearly all stages. Doing so allows you to fulfill more orders while decreasing the likelihood of returns and mistakes.
Swiftly delivering orders is crucial for positive customer experiences and repeat business. But beyond that, you can achieve more with a well-organized order management system. To learn more about eCommerce order management, check out the infographic.
