The Coffee Bean & Tea Leaf(CBTL), Business strategy case study
Orders overview
1. Orders Overview
In this module, we will discuss:-
1. Overview of the Orders tab
2. What is an Order?
3. What are the types of Order?
4. What is an SLA?
5. What are the various SLA breach and cancellation penalties?
2. Overview of the Orders tab
Orders tab: Here, you can check all your orders Date Filter: You can use this filter to view your orders
within a specific date range or view your old
orders
3. Overview of the Orders tab
Search Filter: You can use this filter to search your orders using
their different IDs or stages. E.g. Order ID, Item ID
Per Page Visibility: Here, you can select the number of
orders/items visibility per page
Tip - You can search multiple values separated by a comma in the search filter.
4. Overview of the Orders tab
Confirm & Pack: You will see all your new orders that need to
be processed here
Request Pickup: This is the stage where you will request for the order’s
pickup
These are the Order stages through which your orders will move while getting processed
5. Overview of the Orders tab
To Handover: Here, you will see those orders whose pickup is awaited All orders: You will be able to see all your orders here
6. Overview of the Orders tab
More- This is where you will see the Shipped, Delivered, and Cancelled orders
Shipped- You will see the Shipped orders here
Delivered- You will see the delivered orders here
Cancelled- You will see the cancelled orders here
7. Overview of the Orders tab
Here, you can the Download excel sheet for bulk orders and
confirm them easily in a single go
Download Orders Details (CSV): You can download
various reports from this dropdown
8. Overview of the Orders tab
Here, you can check the quantity of the urgent orders with respect to their stages
9. Overview of the Orders tab
Urgent Orders: These are the orders which demand an
immediate action. Here, you can view those
orders whose SLA is breaching soon or has
already been breached
Urgency filter: You can apply the urgency filter to
view your urgent orders
10. Overview of the Orders tab
Sorting: You can easily sort the orders by their order Manifest date or Shipping date
11. Overview of the Orders tab
Standard: These orders need to be shipped within the standard SLA Fast Forward: These orders are to be shipped within the FAST FORWARD
SLA
12. Overview of the Orders tab
Request Pickup By – Here, you can check the Request Pickup
deadline of the order, by which the order
should be marked as Pickup Requested
Ship By - Here you can check the shipping deadline of the
order (by which the order should be marked as
shipped)
13. Overview of the Orders tab
View More Details - Click here to view the customer and courier details
14. What is an Order?
• When a customer purchases any product from your catalogue, it is termed as an Order
• An Order may include one or more products
• Each product of an Order has an Item ID
The customer receives
the product
The order will be visible on
seller panel
You pack the same and
request for its pickup
Shipped to delivery
partner
Customer places an
order
You acknowledge the
order
15. There are two types of Orders
Single Order
• When the customer has purchased only one item
• It has only one Order ID and one Item ID
16. There are two types of Orders
Multiple Orders
• When the customer has purchased more than one item or more than one unit of the same item from you
• It has a single Order ID and more than one Item IDs
17. What is a Service Level Agreement (SLA)?
A Service Level Agreement (SLA) is your promise to ship your products to your customers within a certain number of days
1. You can check your ‘days left for shipping’ in the Seller Panel under the Orders tab
2. Try to acknowledge the order within 24 hours
Note – If the SLA is breached, the order will be cancelled and you will be charged a cancellation fee.
18. Understanding the SLA
Scenario Penalties
1. Order cancelled by you before ship deadline
2. Order not ‘shipped’ by ship deadline
7% of selling price is deducted as a cancellation penalty
3% of selling price is deducted as SLA breach penalty
1. Order ‘shipped’ within the grace period 3% of selling price as SLA breach penalty levied at ship deadline
breached stage remains
Order
received
Ship deadline
breached
Auto
cancelled
DispatchSLA1daygraceperiod
3% of selling price as SLA breach penalty and 7% of selling price
is deducted as cancellation penalty
3% of selling price as SLA breach penalty levied at ship deadline
breached stage remains and 7% of selling price is deducted as
cancellation penalty
2. Order cancelled by you in grace period
1. Order not ‘Shipped’ & ‘Auto-Cancelled’ after grace
period
Note- 1. The minimum penalty amount will be Rs.35 on both SLA breaches and Cancellations by the Seller
2. These charges are exclusive of taxes
19. How can you track the SLA?
• The shipping deadline is displayed on the Orders panel for each order
• You are advised to ship the order before the ship deadline
20. How can you track the SLA?
• If the order is not shipped as per the defined SLA, the order may get auto-cancelled
• 3% of the selling price is deducted as the SLA breach penalty for all categories
• In order to avoid customer dissatisfaction, we give one day as a grace period so that you can ship the order
Note- 1. The minimum penalty amount will be Rs.35 on both SLA breaches and Cancellations by the Seller
2. These charges are exclusive of taxes
21. How can you track the SLA?
• If the order is not shipped within the grace period, then the order will be auto-cancelled
• Once your order is cancelled, you will be levied with cancellation penalty, which will be a 7% of selling price as the
• The total penalty post cancellation of an order is: SLA breach Penalty which is 3% of the selling price + 7% of the selling price as a cancellation
penalty
Note- 1. The minimum penalty amount will be Rs.35 on both SLA breaches and Cancellations by the Seller
2. These charges are exclusive of taxes
