Order Fulfillment in E‑Commerce

Although it may seem like the final - and simplest - phase of a long process that required the creation of an intuitive and attractive website, the formulation of captivating commercial proposals and the use of carefully planned marketing strategies, it actually presents numerous key points, and is made up of different and delicate phases. Each step of the e-commerce order fulfillment process must be integrated with the others and managed with precision, in order to guarantee optimal processing and, therefore, rapid and efficient delivery. Furthermore, the correct execution of these operations not only ensures that the customer receives exactly what he ordered in the expected time, but guarantees that the purchasing experience is smooth and satisfying, a key element for the sustainability of a business.

According to Forbes magazine, by 2027 the e-commerce market will exceed 7.9 trillion dollars, confirming that it is an excellent time to sell your products online. To beat the competition, however, it is necessary to be able to count on an efficient supply chain and reliable partners, so as not to risk losing the trust gained by customers due to poor order management. According to Forbes, 24% of buyers abandon an online shopping session if shipping times are too slow, while research carried out by Website Magazine on a sample of consumers reveals that 69% of those interviewed are reluctant to make purchases from a retailer, if an item is not delivered within two days of the scheduled date. 16% even say they are willing not to repeat the experience with an online retailer if they receive an incorrect item. The order fulfillment process, therefore, is not only the final link in the supply chain, but a fundamental element in determining the sustainability of the business and reducing time and costs. Let us examine what the main phases are.

E-commerce order fulfillment process: the main phases

In the context of e-commerce, the order fulfillment process is structured in several key phases, closely linked to each other: each of them must be carefully planned in order to perform on time and in line with the others. Here is an overview of the main stages:

Receiving the order: It begins as soon as the customer completes the purchase on the site. The management system sends the user a confirmation of order acceptance and transmits the necessary coordinates to the warehouse to proceed. During this stage, the order details are processed to prepare the shipment. This includes verifying the payment data, preparing the necessary documentation for shipping and any customization of the product, if requested.

Picking e Packing: Modern automatic order fulfillment management systems transmit data from the company website or marketplace to the warehouse, whether it is owned by the company or entrusted to external players, and thus the picking operations are activated. That is the process of picking goods from the shelves - and packing, packaging the goods according to their characteristics and customer requests. It is an important step that requires organization and professionalism, necessary to ensure that the items are those actually requested, that they are protected during transport and that all the elements of the order are included.

Shipping: Once packaged, the order is labeled with shipping information and handed over to the carrier. Multi-courier options allow you to select the best service each time, based on the destination, type of goods and the buyer's needs. At this stage, a notification is also sent to the customer with the tracking number to follow the shipment to its final destination.

Returns Management: Also essential to an effective order fulfillment process is the management of returns, which must be simple and clear for the customer and as low impact as possible for the company. This includes the ability to easily return non-compliant or unsatisfactory products and receive a refund or replacement in a short time.

In order for these phases to be synchronized, avoiding delays, bottlenecks and setbacks that would generate higher costs for the company, accurate strategies are needed that are capable of including not only order fulfillment but also warehouse management. The most common methods are internal management of the entire supply chain, a choice that requires significant resources and structures, and outsourcing, a solution that, while on the one hand may appear expensive, in fact helps artisans, SMEs and start-ups to activate procedures that have already been extensively tested. This is due to optimized software and procedures that are scalable and capable of adapting to customer needs and market turbulence.

Benefits of Proper Order Fulfillment

Order fulfillment not only directly impacts customer satisfaction and loyalty, but also affects operational efficiency and brand reputation. Let us look at the main benefits together:

Client satisfaction: Fast and accurate order management improves the customer experience. Receiving products as expected and on time increases consumer trust in the brand, encouraging future purchases and generating positive marketing by word of mouth.

Operative efficiency: An optimized fulfillment process reduces the time and associated costs. Minimizing errors in picking and packing can significantly reduce operating costs and increase productivity.

Scalability: With an efficient fulfillment system, a business can handle a higher volume of orders without compromising the quality of service. This is essential to support business growth, especially during peak sales periods, such as the holidays or during special promotions.

Differentiation: In a crowded and competitive market, the ability to fulfill orders efficiently and clearly can distinguish a company from its competitors and generate a competitive advantage that can not only retain but also attract new potential buyers. Therefore, investing in refining the order fulfillment process is not only a strategy to improve customer service, but a key element in the sustainability and long-term success of the company.

MBE eShip is the solution for SMEs, artisans and companies that sell their products online and want to optimize order fulfillment. Thanks to the direct connection with MBE systems, eShip channels all orders, from the company store to the marketplaces, on a single platform making the picking, packing and shipping processes faster and safer. Contact the Mail Boxes Etc. center and find out how to give a new boost to your business.