Many things affect the success of an eCommerce business, but at the top of the list is how you manage and fulfill your orders. If your customers are satisfied (and even better, ecstatic), your business will flourish and open up new opportunities for increasing your profits. On the other hand, a suboptimal eCommerce order management strategy will make you lose your loyal customers (probably even their contacts).
Luckily, this post has some effective tips to help you avoid that. Let’s jump in!
What is eCommerce Order Management?
In simple terms, it’s the set of steps that your business follows from when a customer places an order online to when they actually receive the product. It’s supposed to be a well-orchestrated process, touching on every aspect of your business every step of the way. For an eCommerce business that accepts orders from multiple channels, it’s even more complex.
The good thing is, that you can team up with a solution platform provider like Deck Commerce to not only learn how eCommerce retailers benefit from an order management system but also get custom-made order management solutions for a smooth order management process. In addition to that, consider the tips in the following section to enhance your management of orders.
Top Order Management Tips for eCommerce
The following tips will come in handy in your order management processes:
1. Manage Expectations
It’s always important to let customers know what they should expect from your business. When they understand how your process works, they will make the right choices and be satisfied with the results.
2. Streamline the order placement & management process
You want every step, from when a customer logs on to your website to when they start tracking their order, to be as smooth as possible. That’s why it’s important to ensure that you have a user-friendly order placement and management system.
Make sure your site is easy to navigate and that everything related to the order placement processes, such as site searching works well. Additionally, you should ensure that your order management tools allow you, as the seller, to manage all your orders from a centralized location.
3. Automate Order Processing & Fulfillment
Make sure you integrate your tools (ERP, eCommerce system, etc.), correctly so that you can reduce human error and unnecessary delays. Also, make sure that the Order Management System (OMS) you are using has all the functionalities you need and that they are easily accessible.
If possible, integrate with suppliers’ systems to make your processes even smoother.
4. Keep a Close Eye on Your Inventory
You don’t want to deal with cases where customers order products and expect them to be returned, only to get a message, a day later, notifying them that the product is no longer in stock. That’s why you should have an inventory management system that shows a real-time count of the available stock.
What’s more, you should study your analytics properly so you can forecast correctly and decide when to order and how much to order.
5. Manage Returns Effectively
Returns and refunds are inevitable when it comes to online businesses. Just like you want the order placement and fulfillment processes to be quick and convenient, the return & refund processes should also be painless.
Try as much as possible to automate where possible and have a team that handles such issues to improve customer satisfaction.
Effective order management has a great capability to enhance the success of your eCommerce business, and the above tips will guide you in that direction. Automate, customize, communicate, and do everything possible to ensure your customers have it easier when ordering from your business than from your competitors.
And by all means, team up with a recognized solutions provider like Deck Commerce to create effective systems for your business.