Order management is an important part of your Ecommerce business. Properly covered, it will withstand a great deal of adverse conditions. While its management can be costly to lose in many ways.
Think of cases where an error occurred in any of the fulfillment events and led to disaster. Eg. any payment error, missing order, incomplete order, or shipping issues. These problems will leave a negative impact on the quality of the customer.
With each survey, 65% of customers do not trust the product and despite one negative experience.
Therefore, to prevent this from happening, you need to have an effective eCommerce order management system in place. Once everything is ready you can end up returning customers regularly.
To save you from a bad online customer experience, in this post, you learn all the features of a good order management system.
What is order management?
Order management refers to keeping track of incoming orders and managing their fulfillment processes in the sales business. In short, order management is about order placement and performance.
This process is not limited to sending an order successfully. Instead, it incorporates each category from the place of receiving the order, performing the delivery process, to post-sales actions. Post-sales actions include return management, customer reviews, and customer support as well.
The following figure shows the flow of order processing in the combined data.
As you can see above, there are basically three stages of a standard order management process.
1: Receiving an order
- Payment process
- Place orders first
- Manage multiple channel orders
2: Order completion
- Order selection process
- Packing process
- Shipping process
3: Managing post-sales actions
- Follow customers
- Refunds and administrative refunds
- Feedback and management
- Therefore, let us dig into each point in detail in order to explore the areas for improvement of your order management.
Receiving an order
The first step is to succeed for the seller. Success in that way – someone comes to your store and chooses to buy from you.
Yes, for small beginnings, tracking incoming orders can seem a lot easier in comparison. But for large businesses, it is difficult to follow orders from various sales channels.
Therefore, you need to consider the following in terms of multiple orders.
Payment process
The payment process is an important level when you receive payment online. Failure to receive payment damages your sales and loses any potential customer.
Note, hard-working payment systems with unnecessary features are one of the main reasons for failure to pay. Therefore, it is important to choose a payment processor that is completely reliable and easy to use.
Place orders first
There are some cases where the customer needs an urgent delivery.
For example:
If the customer chooses a faster delivery then they should give a signal to the warehouse team to prioritize.
Pro-tip:
You can get out of the box and create action “wow” for other customers.
What you can do:
- Add bonus gifts for orders in excess of a certain amount.
- Offer pages discount on their next purchase.
- Include transfer discounts for other products.
- A gentle thank you note that makes you stand out from the crowd.
- Manage multiple channel orders
- You can increase your sales by listing your products on multiple sales channels.
To manage multichannel sales orders, it is best to choose a solution that helps you manage all channels on one platform. There is much software available online for this purpose. Its effective order management system saves the attention of complaints.
So, solutions like these software tools help you to raise money in the end. So buying such a tool is worth investing in – because it saves you from losing regular sales due to poor order management.
Fulfillment of the order
Speed and accuracy of order fulfillment are critical to your eCommerce order management process. The following are a few excerpts from the research and research.
60% of consumers would like to be delivered on the same day or the next.
54% are unwilling to buy from a seller who delivers late delivery.
As a result, the sooner customers receive their orders, the more satisfied they become.
So the following items play their part in making delivery faster and more meaningful.
Order selection process
You should be well aware of the experience of getting hundreds of orders each day if you are a business merchant. Therefore, it is important to include the right way to build your eCommerce business.
You need to keep your business size in mind while choosing the right pick to improve your order management.
Below is a list of four options for choosing one for your business.
1- One order
One order at a time is taken and delivered to the packing station.
2-Picking up a batch
A certain number of orders are taken at a time before delivering them to the packing station.
3- Picking up space
Each location in the warehouse is assigned an order selector. When each location has order items. Not all components are processed simultaneously.
4- Wave selection
Each location in the warehouse is assigned an order selector. When each location has order items. Orders from all parts are processed simultaneously and delivered to the central packing station.
Packing process
In a successful order management process, packaging is not just about packing things easily. It’s way more than that.
This process means sending the right order to the right customers quickly and effectively.
Consider the following.
Verify order accuracy.
Make sure each order is shipped with the correct items.
Make sure the shipment is safe.
Tip: Use a barcode scanner to activate the authentication process.
Box weight
Shipping companies now charge different prices depending on the weight of the box.
Therefore, remove the confusion by adding 3-5 standard box sizes to help customers choose the one that best suits them.
Ensure packaging quality
It is important to check that the contents of the packaging are strong enough to protect the order items.
In some cases, you have to postpone the higher costs than the high-quality items.
Shipping process
Once you have successfully completed the order packing, now is the time to:
Print shipping labels and invoices.
Mark order status as sent.
Inform customers of shipping confirmation.
They sent you tracking emails to order.
Post-sales actions
As we learned earlier in this post that the complete eCommerce management process does not stop order shipping.
There are a few post-sales actions you should follow consistently. Therefore, exercising this right can make you a better seller with greater product potential.
Customer tracking
You can build and maintain customer trust by following them regularly. It is a good practice to keep customers informed as much information as possible. This practice allows you to reduce the risk of receiving customer complaints.
The most common practice of sending emails in relation to shipping and tracking. So to make your eCommerce business stand out, you can go further by sending order delivery updates via SMS messages. You can accomplish this task by working with a mail provider.
Alternatively, you can switch to simple tracking emails. Emails can be query, in relation, if there are problems with their order or delivery process.
This action can make the consumer feel that the product is genuine and professional.
Managing returns and refunds
Establish a refund and return policy, especially if you have multiple customers. Doing so may reduce the number of incoming customers.
Keep the following point in mind when managing your return:
Easy to find.
- Make sure customers can easily find the policy without roaming the nest.
- It is easy to understand.
- Make sure the policy is clear and broad enough to understand.
- Try restoring the block.
- Try to help the customer first by trying to fix the issues.
- Experienced staff.
- Make sure support staff is well aware of the true details of the policy – so they can provide clear customer support.
- Refund on time.
- Give specific times for each action.
Reviews and feedback are used
Reviews and feedback are very powerful in any business. According to a survey, 85% of consumers trust online reviews exactly as their recommendation. So ask customers to review honestly with a tracking email. Make sure the email is broad enough to request negative experiences and if any. Don’t just put these updates in the inbox. Use them to find your areas of improvement. Therefore, feedback and customer reviews will allow you to improve your business performance and profitability. Important metrics for the order management process
Identify the weaknesses of your eCommerce business by carefully analyzing the KPIs of your order management process. The following are the KPIs to consider for your eCommerce business.
Order Lead Time
The lead lead time determines the time between the customer placing the order and its delivery time. Improved lead time is critical to customer satisfaction. Therefore, it is important not to compromise on fast and quality service. The lead lead time is calculated as the average time for all completed orders.
Return Level
The return rate indicates the return pattern of the item. This is how you can extract the reasons at the end of the item return.
Choosing Accuracy
The accuracy of the wrong selection means you have frustrated customers. These customers may offer negative reviews that will pay off your reputation for a bad product. It is therefore important to keep track of worries.
With the following formula, you can calculate the accuracy of choosing your order management process.
Frequency Purchase
Frequency purchases total orders for different customers. It is always a good practice to track the order management process and maintain the quality of any compliance. ThusHealth Fitness articles, you can enhance the feeling of the whole customer. You have now understood the order management process with its KPIs again. Make sure that consistency is the key. Join your follow-up campaigns to increase customer satisfaction – and make them buy more often.
Let us help each other by reporting the business growth you have observed after applying any or all of these processes to your business. Go and comment below – let’s work together!
About the Author
We are experienced professional, owning a multichannel eCommerce business. Moreover, I have experience of over 9 years in writing for the eCommerce and web development industry. Contact us here to get my stated services.
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