Learn the basics of Order Management at ShopClues- SLA, Essentials of ideal order fulfilment cycle, Impact of product out of stock contingencies and pre-dispatch requirements

1. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Order Management

2. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Order Management consists of all the
activities and processes required to
ensure the delivery of Ordered product
to the Customer.
Essentially, all the backend processes
from the time the Seller receives the
information that the Customer has
placed the Order till the time the Order
is delivered to the Customer by the
Seller with the help of Third party
Logistic Partner comes in the purview
of Order Management.
Order
Management
Order
Delivered
Backend
Processes
that ensure
Delivery
Order
Placed

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Service Level Agreement is the time
duration that has been agreed upon
between the Seller and ShopClues
from the time order is placed by the
customer till the time the product is
shipped by the Seller through third
party logistic partner.
SLA depends upon various factors
such as
Category of Product;
Type of Merchant and
Type of Fulfilment, etc.
Service Level
Agreement (SLA)
Time taken for QC,
packing and Dispatch
Time Order is
Dispatched by Logistic
Partner
Service Level
Agreement
(SLA)
Order
Placed Order
Shipped
Time Order is Placed
by the Customer

4. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Ideal Order
Fulfilment Cycle
Customer receives
the product
For Customer
For Seller
Seller Receives
the Order
Gets product
from the
Warehouse
Packs the Ordered
product after QC
Dispatches Product through
third party logistic partner
Seller receives the
Payout in Account
Seller’s
Business Grows
Customer Wants
to Buy Shoes
Compares
product from
various sites
and decides
on one
Customer Orders
the product
Product received by
the customer on time
Customer Reviews the product on
the website and gives good rating
Customer intends to
order more Product

5. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Order Fulfilment –
Product Out of Stock
Break in the normal process
Customer Orders
the Product
Seller Receives
the Order
Seller Packs
the Product
Seller Dispatches
the Order through
Logistics Partner
Customer
Receives
the Product
Product Out of Stock
Product Procured
from Supplier
Increases last minute
hassles for handover
Product Not
Available with
Supplier
Order Gets Cancelled
 Negatively Impacts Customer
Satisfaction
 Poor Rating and Negative
Review

6. PropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidentialPropertyofCluesNetworkPvt.Ltd.-Strictlyprivate&confidential
Order Fulfilment
Essentials Before Dispatch
Pick the correct
product from
Updated
Inventory List
Quality Check
the Product
Printing of GST
Compliant
Invoice
Printing the
Shipping Label
Packing the
Product in
Appropriate
packing material
Preparing
Manifest
Timely
Handover to the
Logistic Partner

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Ideal Order Management
An Ideal Order Management is possible with the following:
Inventory list has to be updated in real time so that when order is received product is available
within couple of hours to be packed and dispatched
Checklist of all accessories and products should be ready and ticked before packing the product
so that authentic product of the right quality is delivered
Simultaneous packaging and printing (shipping label and invoice) should take place to save time
All necessary packaging material should be available, and appropriate packaging should be done
depending upon the type of product
Cross check address and invoice with the order before pasting on the package
Manifest the Order in time to ensure product is picked up by the Logistic Partner and shipped on
or before time so that the right product is delivered to customer timely

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