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Tiki is a leading e-commerce platform in Vietnam, founded in 2010. It started as an online bookstore and later expanded into various categories such as electronics, fashion, home appliances, and more.

Key strengths:

Fast delivery (TikiNOW): 2-hour or same-day delivery in selected areas.

Integrated operations: From warehouse, logistics, and delivery to customer service.

Reliable products: Strict quality control and return policies.

Tiki currently operates as a hybrid model consisting of:

Tiki Trading (1P): Tiki purchases products directly from suppliers and sells them to customers.

Marketplace (3P): Independent sellers manage their own stores and sell directly to customers on Tiki’s platform.

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This is the first stage in Tiki’s order processing workflow. The goal is to receive and log the customer’s order into the system.

Steps involved:

Customer places an order via Tiki’s website or mobile app by selecting products, entering delivery details, and choosing a payment method.

System generates a unique order ID and records the order in the Order Management System (OMS).

Customer receives a confirmation via email, SMS, or app notification, indicating that the order has been successfully received.

At this stage, the order is officially recorded and queued for internal processing.

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1. Order Confirmation on Tiki E-commerce Platform

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1. Order Confirmation on Tiki E-commerce Platform

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Overview:

Triggered after the customer places an order.

This is the process where the seller verifies the order details and commits to fulfilling it.

Order confirmation ensures product availability, enables the next logistics steps, and enhances customer trust.

Who confirms:

Tiki: Automatically confirms for FBT (Fulfillment By Tiki) or e‑Delivery models

Seller: Responsible in ODF (Online Delivery Fulfillment), SD(Seller Delivery), or Dropship models.

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Sellers must confirm and prepare the order within 4 working hours (Mon–Fri, 8 AM–5 PM).

If the seller confirms the order, the system transitions it to the next phase (inventory check and packaging).

The order will be automatically canceled if the Seller fails to confirm it within 24 hours (including Sat and Sun) from the confirmation deadline.

Confirmation methods:

Via Seller Center dashboard (web/app).

New features: Dropship sellers receive notifications via Zalo OA at 11:00 & 16:00 daily

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- As soon as the Seller confirms the order, Tiki will send the order information to the customer’s registered email address.

- Order confirmation is a critical checkpoint in e-commerce logistics.

-Without confirmation, the order is not marked “Ready for Shipping” → logistics cannot pick or deliver .

- It ensures operational reliability and supports a seamless customer journey.

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3. Inventory Inspection and Classification

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3. Inventory Inspection and Classification

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1. Tiki's WMS (Warehouse Management System)

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1. Tiki's WMS (Warehouse Management System)

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🔹 Overview
Tiki's WMS is a smart warehouse management platform implemented early on, deeply integrated into the entire operational chain from sales to delivery.

🔹 Key Features

+ Real-time tracking: WMS shows accurate stock levels and updates instantly.

+ RFID & barcodes: Help track items by SKU and reduce mistakes when receiving or sending out goods.

+ Robots in warehouse: Since July 2021, robots help pick items twice as fast and almost error-free.

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🔹 Done by warehouse staff: Staff scan package codes and check stock during each shift.
🔹 Manual + semi-automated: Staff use checklists and barcode scanners or phones to compare real quantity with system data.
🔹 Two types of checks:

+ Regular: According to a set schedule, checking one area at a time.

+ Sudden: When stock numbers don’t match, staff double-check physically.
🔹 Fixing differences: Any mismatch is reported through WMS so the team can fix stock numbers or investigate losses/damage.

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🔹 Arranged by type and sales speed: Items are grouped by size, type, or how fast they sell.
🔹 Stored by SKU and pallets: Each product has a code (SKU) and is placed in the right spot to make picking easier.
🔹 Fast-selling items placed near exit: This saves time for staff when packing orders.
🔹 Clear warehouse zones: Separate areas for small, light items and big, heavy ones.

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Product Retrieval

- Staff move efficiently through the warehouse, following an optimized picking route.

- Verify: Pick the correct SKU and the right quantity for each item.

- Mark/Scan: Confirm completion after picking each item.

Quality Check during Picking

- Inspect each product before packing:

+ Packaging: No rips, dents, dirt, or broken seals.

+ Expiration Date: Ensure sufficient shelf life.

+ Product Condition: No visible scratches or deformities.

+ Accessories: All parts included.

- Handling: Remove faulty products and replace them if available.

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Material Preparation

- Carton Box: Select the right size and ensure it's sturdy (3-5 ply).

- Void Fillers: Bubble wrap, air pillows, packing peanuts, crumpled paper.

- Tools: Wide packing tape, scissors, box cutters.

- Ancillary Materials: Waterproof bags (for liquids), foam edge guards (for fragile/sharp items).

Detailed Packing Steps

- Final Check: A last look at the product before placing it in the box.

- Wrapping:

+ Fragile Items: Wrap securely in 2-3 layers of bubble wrap.

+ Liquid Items: Secure the cap with tape, then seal in a waterproof bag.

- Placement: Position the item in the center of the box, ensuring it doesn't touch the box walls.

- Void Filling: Fill all empty spaces tightly with void fill material. Perform a shake test to ensure no movement.

- Sealing: Securely tape the box using an "H-pattern" or cross-pattern on both the bottom and top flaps.

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Shipping Label Application

- Print the Tiki Shipping Label from Seller Center.

- Affix it to the largest flat surface of the box.

- Ensure the label is flat, has a clear barcode, and doesn't obscure information.

- Add a "Fragile" label if needed.

Sorting for Shipment

- Sort parcels by delivery region and shipping method.

- Utilize automated sorting systems (if available) for increased speed.

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After sorting, the parcels will be transferred to:

- Delivery trucks, motorbikes: For direct deliveries or within local areas.

- Transit hubs: Depending on the delivery zone and Service Level Agreement (SLA).

The order status in the system will be updated to "Out for Delivery" to allow customers to track their shipment in real-time.

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- It is the process of transferring packed goods from Tiki’s warehouse or sellers to delivery staff.

- This is a key step in order fulfillment, affecting delivery speed and customer satisfaction.

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• Items are packed at automated warehouses or by sellers.

• Delivery staff arrive → order status updates to “In delivery”.

• If handover fails (e.g. item not ready) → status changes to “Delivery delayed”.

• Smooth handover depends on real-time coordination between warehouse, sellers, and delivery staff.

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• In-house TikiNOW Logistics team ensures fast, reliable handover.

• Automated warehouses with robots speed up packing.

• Real-time tracking for both buyers and sellers.

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Step 1: Order is packed and marked "Ready for delivery"

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Step 1: Order is packed and marked "Ready for delivery"

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📌 1. Confirm order

Customer places order via Tiki app or website

System verifies payment method (prepaid or COD), delivery address, and product availability

📦 2. Package the product

Goods are packed carefully at Tiki warehouse or by seller

Shipping label with tracking code is printed and attached

🚚 3. Prepare for dispatch

System updates order status to: "Ready for delivery"

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Step 2: Handed over to the transportation unit

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Step 2: Handed over to the transportation unit

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🏢 1. Pickup at warehouse

Goods are picked up by:

Tiki Delivery team, or

Third-party partner (GHN, GHTK, Viettel Post…)

🏷️ 2. Sorting

Items are transferred to sorting hub

Sorted by delivery region and priority

Assigned to a delivery route

🔄 3. Status update

Tracking updated to: “In transit”

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📞 1. Pre-delivery confirmation
– The delivery staff contacts the customer to confirm the delivery time and address.

📬 2. Door-to-door delivery
– The package is delivered to the customer's provided address.
– For COD (Cash on Delivery) orders: the customer pays in cash upon receiving the package.
– For prepaid orders: the customer only needs to receive the package.

⚠️ 3. Handling failed deliveries
– Possible reasons: unreachable customer, incorrect address, refusal to receive.
– The system updates the status to: "Delivery failed – retry pending".
– After multiple failures, the order may be returned or canceled.

✅ 4. Status update
– If the delivery is successful, the system marks it as: "Delivered successfully".
– Recipient name, delivery time, and location are recorded in the system.

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Step 4: Payment Confirmation and Reconciliation

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Step 4: Payment Confirmation and Reconciliation

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💰 1. For COD orders
– The delivery staff submits the collected cash to Tiki's financial department (in person or via bank transfer).
– The system updates the payment status to: "Paid".

💳 2. For prepaid orders
– Payment is confirmed automatically during the order placement process.
– After successful delivery, the order status is marked as: "Payment completed".

🧾 3. Reconciliation with sellers
– After the return/refund period ends, Tiki performs a financial reconciliation with the seller:

Platform fees, shipping fees, and other service charges are deducted

The remaining revenue is transferred to the seller’s bank account, typically on a weekly basis.

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Step 5: Customer review & order completed

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Step 5: Customer review & order completed

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📩 1. Confirmation email/app notification

Customer receives delivery confirmation

📝 2. Review & feedback

Customer can rate the product & leave comments

📊 3. Order archived

Data stored for customer service & refund handling

Order marked as: "Completed"

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The final step in Tiki's e-commerce customer journey

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Return policy – Protecting customer rights 🔁📦

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Return policy – Protecting customer rights 🔁📦

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Applied in the following cases:

– 🔧 Technical defects (e.g. a non-working phone)

– 📉 Damaged during delivery (e.g. broken bottle, torn packaging)

– ❌ Wrong item (e.g. ordered size M, received size L)

– 🖼️ Product not as described (ad image vs. reality)

Customer must provide evidence (photos/videos during unboxing)

Return window: 7–30 days, depending on product category:

– 🖥️ Electronics: ~7 days

– 👗 Fashion, books: 14–30 days

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After-sales – Smart post-purchase care ✉️🎁

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After-sales – Smart post-purchase care ✉️🎁

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After-sales engagement activities include:

- Sending a delivery confirmation email → creates a sense of being cared for.

- Inviting customers to review the product and service → gathers real, direct feedback.

- Offering personalized product recommendations based on purchase history.

- Providing exclusive discount codes or offers for the next order.

Tiki Xu loyalty program:

- Earn points after every purchase.

- Use points like cash for the next order → increases repeat purchase rate.

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Customer support – Multichannel & Efficien

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Customer support – Multichannel & Efficien

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* Available any time after purchase or during issue resolution

• Support channels include:

– 🤖 Chatbot 24/7 for FAQs and instant responses

– ☎️ Hotline with live agents for complex issues

– 📩 Email & social media for fast feedback

• Real examples of support:

– Missing discount code

– Can't find order in account

– Need warranty help or report a product issue

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Stage review – Data for continuous improvement

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Stage review – Data for continuous improvement

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• 🗣️ Collects feedback: ratings, written reviews

• 📊 Tracks shopping behavior:

– What users buy

– When they buy (seasonal trends, holidays, etc.)

• 🧩 Segments customers into groups:

– New, loyal, high-spenders, lapsed users

• 🎯 Uses insights to:

– Improve UX, product suggestions, promo targeting

– Boost conversion rates and customer retention

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Tiki’s process is clearly structured from product search to delivery and after-sales service.

Each stage is key to ensuring a convenient and reliable shopping experience.

A well-executed process helps Tiki boost sales and build long-term loyalty and brand reputation.