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There are 3 different types of shipping methods: 

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There are 3 different types of shipping methods: 

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1. TikiNOW Logistics:

This is Tiki’s own delivery service. They focus on fast shipping , this is a big strength that helps Tiki compete with other e-commerce companies.

✅ Fast – Efficient – Competitive

2. Third-Party Logistics (3PL):

3PL means outside delivery companies. Tiki works with 3PL companies like: GHN-GHTK - Viettel Post . Tiki deliver to more remote areas where it doesn’t have its own drivers.

✅ Fast - Save money - Improve its logistics service.

3.Tiki Delivery :

This is a group of Tiki’s own shippers in some areas.Based on the location, Tiki arranges its resources accordingly..

✅ Save time - Reduce costs - Control delivery quality

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First, customers browse, select products, and complete payment on the Tiki app or website. Immediately, Tiki's system processes the transaction and sends an order confirmation to both the customer and the seller (for Marketplace orders) or to Tiki's internal fulfillment department (for Tiki Trading orders).

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- After an order is confirmed, details are sent to the warehouse. Staff or robots use the Warehouse Management - System (WMS) to locate and pick the correct item based on barcode and shelf location.
- All items are scanned to ensure the right product, quantity, and model.

Example: If a customer orders a pair of Sony headphones, the system will guide the staff to the correct shelf, locate the item using the barcode, scan it, and bring it to the packing area.

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1. How Customers Track Their Orders on Tiki

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1. How Customers Track Their Orders on Tiki

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After placing an order, customers can track their order status via:

Tiki.vn Website: Go to “Account” → “My Orders”.

Tiki App: Go to the “Orders” section to view the status such as: processing, shipping, delivered...

Email/SMS Notifications: Tiki sends updates whenever there is a change in the order status.

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1. Summary of Tiki Logistics

• Modern and integrated logistics network: Tiki owns a strong in-house supply chain, from warehousing to delivery.

• Investment in technology: Uses AI and Big Data to analyze user behavior and optimize delivery routes.

• Widespread warehouses: Order processing centers are

2.TikiNOW Highlights :

Delivers in 2 hours or same-day.

Low or free fees for members.

Real-time tracking, easy returns, good support. in major cities, reducing handling time.

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First: Tiki uses smart technology to find the shortest and fastest route from the warehouse to the customer’s address.

Then: The system chooses if the order will be delivered by Tiki’s drivers or by partners like GHN or GHTK.

Next: If many orders go to the same area, they are grouped into one delivery trip.

After that: Fast orders like TikiNOW are sent out first.

Finally: All delivery information is sent to the driver’s app so they can follow the route and deliver on time.

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When customers place an order, Tiki's system automatically records it and immediately sends a confirmation via SMS, email, or in-app notification.

Simultaneously, the system automatically validates the order (e.g., verifying stock availability and payment information). The order is then classified based on key criteria:

Product Type: Is it from Tiki Trading (sold directly by Tiki) or from Marketplace sellers?

Fulfillment Warehouse: Determining the appropriate warehouse to prepare the order.

Delivery Service: Categorizing by the requested speed, such as TikiNOW (express delivery) or standard delivery.

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🏆 3. Competitive Edge Compared to Rivals

Criteria TikiNOW Shopee / Lazada

2-Hour Delivery ✅ Available ❌ Unclear/Unavailable

In-house Logistics ✅ Own system ❌ Dependent on 3rd parties

Technology Orientation ✅ Strong & AI-based ✅ But less emphasized

Customer Service ✅ Fast & efficient ✅ Good

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Tiki was founded in 2010, initially as an online bookstore.

After more than a decade of development, Tiki has become one of the leading e-commerce platforms in Vietnam, offering millions of products across various categories such as electronics, home appliances, fashion, cosmetics, and more.

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TikiNOW: Super fast delivery in 2 hours or same day.

Easy return & refund policies.

Reliable supply chain and product authenticity.

Dedicated customer service.

Strong focus on user experience and technology.

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Tiki combines multiple models to serve customers efficiently:

B2C (Business to Consumer): Tiki sells products directly to customers.

Tiki Trading: Tiki acts as a retailer, handling inventory and quality control.

Marketplace: Thousands of third-party sellers offer products through Tiki’s platform.

TikiNOW: A fast delivery service that gives Tiki a competitive edge.

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After picking, items are moved to the packing area. Staff check for issues (damage, missing parts, wrong item). If all is good, they:

Wrap the item with protective materials (foam, air cushions, shredded paper)

Place it in a fitting cardboard box

Attach a shipping label with full details (name, address, order code, barcode)
💡 Tiki has specific packing standards for each product type — especially fragile goods, food, and cosmetics — to ensure safe delivery.

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Highlights of the Picking – Packing Process at Tiki

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Highlights of the Picking – Packing Process at Tiki

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- Tiki uses advanced automation technology in both picking and packing to save time and reduce errors.

- The professional process makes sure every order is prepared quickly, correctly, and safely.

- This process is used for:

🔹 Products stored in Tiki's own warehouses (Tiki Trading)

🔹 Products from third-party sellers (Marketplace) — even if sellers pack the items themselves, Tiki still provides clear packing guidelines, quality standards, and checks the goods before delivery.

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First, Tiki sorts every order carefully before delivery.The system checks which warehouse is closest to the customer.

Then, it separates items by type — for example, fragile products or food need special packaging.

Finally, orders are grouped by delivery method: fast delivery with TikiNOW, far delivery with 3PL , or Tiki Delivery for big items that need setup.”

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Answering inquiries: 24/7 support via chat, hotline, and email.

Handling complaints: For issues like late delivery, product defects, or wrong items.

Guiding returns/exchanges: Step-by-step support for customers facing issues with products.

Enhancing experience: Collects feedback to improve service quality.

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4. Significance & Future Directions

• Increase customer satisfaction and loyalty

• Enhance operational efficiency and reduce long-term costs

• Affirm the position of a Vietnamese local brand capable of competing with international e-commerce platforms

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The final step in Tiki’s order fulfillment process is Delivery and Completion. This stage is crucial because it directly impacts customer satisfaction.

Key Steps:

1. Shipper Contact
Once the order is ready, the assigned shipper contacts the customer to confirm the delivery time and address.

2. Home Delivery
The shipper delivers the package directly to the customer’s provided location. Tiki prioritizes fast and accurate delivery, especially with the TikiNOW service.

3. Payment
Customers can choose one of two payment methods:

Cash on Delivery (COD)

Online Payment (via credit/debit cards, e-wallets, etc.)

4. Order Status Update
After the successful delivery, Tiki’s system automatically updates the order status to “Delivered.” This helps customers track their order completion and allows Tiki to close the order efficiently.

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Return timeframe: Within 7–30 days depending on the product type.

Conditions:

The product must be in original packaging, unused, with labels intact.

Must provide invoice and images of the defect or incorrect item.

Eligible cases for return/exchange:

Technical defects caused by the manufacturer.

Incorrect product delivered.

Damage during shipping.

Free return/exchange if the error is from Tiki or the seller.

Not applicable for consumable goods, software, service tickets, etc.