In today’s highly competitive eCommerce market, the order fulfilment process plays a vital role in ensuring a smooth customer journey, leading to positive reviews, repeat business, and long-term brand loyalty.
Excellent customer experience is key to standing out and while the order fulfilment process may mostly happen behind the scenes, when done well it can be a powerful differentiator, that turns one-time shoppers into loyal customers.
The order fulfilment process typically follows seven key steps, each contributing to the overall customer experience:
1.Order processing: The customer places an order, triggering confirmation and the creation of a pick sheet.
2.Picking: The correct item and quantity are retrieved from inventory.
3.Quality check: Items undergo inspection to ensure they meet standards.
4.Packaging: The product is packed according to brand guidelines.
5.Shipping: The best courier option is selected.
6.Tracking: Customers are notified with order tracking information, allowing them to follow the shipment.
7.Returns: A simple returns process turns a potential negative into a positive experience.
Efficient fulfilment not only ensures the timely and accurate delivery of orders but also enhances customer satisfaction, with 85% of shoppers unlikely to return after a poor experience. Key performance indicators, such as accuracy, speed, and flexibility, are crucial in meeting customer expectations, especially during high-demand periods like peak seasons.
On-time delivery is a significant factor in ensuring repeat business, as customers value reliability alongside delivery options such as free shipping. When sales platforms, order processing, and inventory management systems are integrated, the fulfilment process becomes more streamlined, offering real-time updates, inventory checks, and the ability to modify orders as needed.
Moreover, a simple and transparent returns process can improve customer loyalty, while tracking options provide reassurance to buyers waiting for their orders. The ultimate goal of any fulfilment strategy is to consistently deliver exceptional experiences, regardless of order volume, to build trust and loyalty with customers.
Investing in scalable fulfilment solutions is not only about ensuring smooth operations but also about driving business growth. Effective fulfilment lowers customer acquisition costs, encourages positive reviews, and amplifies brand reach—key ingredients for long-term success.
Boost your brand today, with a scalable fulfilment solution that will support your business growth, with low fulfilment costs and a reliable service that delivers 99.9% order accuracy, however much demand spikes.
Our fulfilment solutions support a wide range of seller integrations, including Shopify, Amazon, eBay, TikTok and WooCommerce, and you can connect to another 50+ eCommerce platforms in seconds, with our onboarding team guiding you through the process.
Order fulfilment solutions are integrated with our courier management systems, to offer a range of courier delivery and return options for your customers, including Royal Mail, DPD, Evri and Amazon Shipping. Market-leading rates and carriers.
Oriental Global Logistics (OGL) is the eCommerce subsidiary of Global Forwarding, with fulfilment centres in Hong Kong, New Jersey, and Heathrow for flexible, scalable and trackable order processing, fulfilment and delivery.
VISIT the Oriental Global Logistics web site, or EMAIL OGL’s managing director, John Ruan, to learn more.
