Capture the order clearly
Identify where orders enter the workflow, which channels need to be supported and what information is needed before an order can be processed. Agree how exceptions such as incomplete addresses or payment holds are handled.
Check inventory and allocation
Define how available stock is confirmed and allocated to an order. Teams should agree which inventory record is authoritative and how stock changes, reservations and discrepancies are communicated.
Pick and pack to an agreed standard
Document the picking method, product checks, packaging requirements, inserts and order verification steps. The process should reflect the product and customer experience, rather than assume every order is identical.
Prepare dispatch and customer updates
Clarify how packed orders are handed to the delivery provider, how tracking information is returned and who handles an exception. Make sure customer service knows where to find order status information.
Review exceptions and returns
Decide how damaged, delayed, incomplete or returned orders are routed for review. Establish clear ownership and communication paths that match the business’s actual policies.
Connect commerce and warehouse teams
Marketplace operations, customer service, inventory and fulfilment work best when status definitions and hand-offs are understood by everyone. TMG can help coordinate e-commerce and warehouse workflows around the agreed scope.
Talk through your brief with TMG
Every project has different audiences, products, timing and operating needs. TMG can connect the right mix of marketing, event, e-commerce, merchandise and fulfilment capabilities around your brief.
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