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Step 1: The buyer places an order on Shoppe

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Step 1: The buyer places an order on Shoppe

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Customer open the Shopee application on their phone.

Customer searches for the product they want (Ex: “pen”).

Customer views product details, including

Price

Stock quantity

Reviews and ratings from previous buyers

Product images

Promotions or discounts if available

Customer decides to buy the product and chooses the payment method

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Shopee immediately receives the order after the customer places it

Shopee verifies order information, including product, quantity, payment method, and delivery address

Shopee checks if the seller is available to fulfill the order

Shopee records the order in the system and generates an order ID

Shopee then sends a notification to the seller to inform that a new order has been placed

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Ensure the order information is accurate and complete.

Track the order in Shopee’s system for processing and delivery.

Notify the seller so they can begin preparing the product for shipment.

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Step 3: The seller receives the notification from the platform

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Step 3: The seller receives the notification from the platform

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After the Shoppe’s system confirms the order of the buyer, the e-commerce platform will then automatically send a notification to the seller through the seller’s hub or Shoppe Seller Center

This notification helps the seller to acknowledge that there is a new order that needs to be accomplished, hence, identify information that is related to the order:

Product ID

Name and amount of the product

Address and credential information of the buyer

Payment method (COD or foremost payment)

Time needed for confirmation and preparation

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This helps the seller to quickly receive and confirm the order for the next steps, such as preparing the packaging and delivering on time

Ensure information synchronization between the three parties:

Buyer (A) - Shopee (Intermediate) - Seller (B)

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Step 4: The seller confirms the order through the system

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Step 4: The seller confirms the order through the system

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After receiving the new order from the Shoppe’s Notification System, the seller will have to confirm the order before a specific time (normally within a business day)

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Ensure that the ability to provide the product from the seller is competent and is ready to give the product to the transporter, then activate Shoppe’s system to begin the Shipping Program, allowing the transporter to do their job

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Step 5: The seller prepares the goods for delivery 

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Step 5: The seller prepares the goods for delivery 

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The seller confirms the order after receiving the information for the Shoppe’s system, then will prepare a shipping label that was prepared by the platform.

Shipping label is a label containing detailed information about the order, including:

Customer name

Customer’s Address

Phone number

Product

Quantity

Order code

This label will be attached directly to the package, helping the shipping unit identify and process it accurately

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Make sure that the transporter gets the right product to ship without any mistakes

Helps track the order information in the shipping process

Support the Shoppe’s system to organize and manage the whole transport process

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Step 6: The seller packs the order for the delivery unit

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Step 6: The seller packs the order for the delivery unit

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After creating the shipping label and sticking it onto the delivery box, the seller will begin to package the product and prepare it for the transporter. This process consists of steps such as:

1. Choose packaging suitable for the product type (boxes, bags, shockproof packaging, etc.)

2. Place the product inside the packaging, add preservation materials if necessary (air bubbles, wrapping paper, etc.)

3. Make sure the package is securely sealed to avoid damage during operation

4. Check the information on the label and the product inside before sending

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Prevent the product from damage or broken issues in the transporting process and make sure that the shipping unit receives the information and product correctly, hence, easy to organize the goods in the warehouse

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Step 7: The seller provides information and hands over the order to the delivery unit

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Step 7: The seller provides information and hands over the order to the delivery unit

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After finishing the packaging process and attaching the shipping label on the delivery box, the shipping unit will come and pick up at destination as given

Nhân viên vận chuyển kiểm tra nhãn vận đơn, số lượng kiện hàng, và xác nhận thông tin với người bán hàngHàng hóa được quét mã vận đơn vào hệ thống của vận chuyển, đánh dấu là “Order Taken”

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Sellers choose delivery methods for the carrier then the carrier picks up the goods. Make sure that the goods are transferred from seller to shipping unit accurately and transparently. The Shopee system and seller can track the order status instantly to reduce the risk of loss or wrong delivery by checking and scanning the bill of lading

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Step 8: Shipping unit transports the good to the buyer

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Step 8: Shipping unit transports the good to the buyer

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After receiving the goods from the seller, the shipping unit enters the order into the delivery system, sorts and transports it according to the route to the customer

Upon arrival, the delivery staff checks the information on the shipping label, gives the product to the buyer and asks for a signature (or electronic confirmation). After that, the Shopee system and the seller are updated with the order status as “Delivered”

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Ensure that the product reaches the customer at the correct address, in the correct quantity and in its original condition. Shopee system tracks the delivery process transparently, helps resolve complaints if any to improve customer experience, increase trust in the shop and the e-commerce platform

Complete the transaction lifecycle from the time the customer places an order to receiving the goods

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Step 9: The platform notifies the customer that “Order Completed” 

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Step 9: The platform notifies the customer that “Order Completed” 

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After the delivery is successfully completed and the customer has received the order, Shopee updates the order status to “Order Completed”. The seller can see the order status updated in the seller Channel. At this point, the seller can:

Check that the order was successfully delivered

Receive payment if the order was paid online or track COD payment confirmation

Review the customer’s rating or feedback once provided

Monitor after-sales requests such as return, refund, or complaints, if any arise

This final step will inform the seller that the transaction is fully completed then ensure seller receives the payment and can reconcile their sales records