Fulfillment is directly associated with electronic commerce (E-commerce), it’s described as the process of preparing, shipping and delivering an order efficiently and successfully, with the task of optimizing the supply chain and increasing customer satisfaction. With the commitment to satisfy the consumer throughout the whole shopping experience. Currently, the leaders of the Mexican market in Fulfillment are Amazon and Mercado Libre.
If we keep in mind all the different processes that must be carried out when receiving an online order, we will have a broader understanding of the logistics and procedures that are involved at the time of purchase.
- Confirmation of payment: It will depend on the means of payment chosen by the client and the accreditation times thereof. Payments through cards usually have immediate confirmation or a maximum of 72 business hours. If it was by transfer or deposit, you must wait for the accreditation in the account. Once the payment is confirmed, you can proceed with the shipment (except in cases of cash payment).
- Preparation of the package for home delivery or pick-up: This is the assembly of the package that will be dispatched with all the ordered products. The physical characteristics of each product that is marketed and the organization and/or distribution in the storage location, be it a store or a warehouse, will have a direct impact on assembly times.
- Picking or collecting the products: Once the package is assembled, it will be dispatched through a logistics operator, or it will be left ready for pick-up at a store or showroom.
- Reverse logistics of returns: this is a metric that will allow you to know the percentage of orders that were returned (for different reasons). This metric may vary depending on the type of product (it will not be the same for the textile or footwear industry as for companies in the decoration sector).
Receive shipments and inventory storage.
- Verification of available stock: in the first instance it must be verified that there is stock of all the products purchased (except pre-sale).
Transportation and distribution.
- Delivery of the order > is the moment when the order finally reaches the customer
”The goal, from a logistical point of view, is reduce any blind spots so you can know exactly where each product is, who exactly received it and when.Susan Rider, President of Rider and Associates
Order preparation time, from when an order is entered, it is prepared, packaged and available for picking or collection, deliveries in the shortest possible delivery time. Buyers want to have their product as quickly as possible.
Time in which the package is in transit from when it leaves the warehouse (own or third party) until it arrives at the customer’s address. It will depend on the logistics operator you work with and the dynamics of shipments, compliance with the established delivery period.
Percentage of error in order preparation, guarantee of delivering/receiving the requested product as established.
Percentage of error in order delivery, meeting all customer requirements when placing their order
Show the follow-up and status of the product requested by the client