• 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"

• 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”

📬 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.

💳 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.

• 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"

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.

  
  

• 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.

  – 🔧 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

- 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.

• 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

• 📊 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

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

• 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.

• Automated warehouses with robots speed up packing.

• Real-time tracking for both buyers and sellers.

🔹 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.

Confirmation methods:

• Via Seller Center dashboard (web/app).

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

- 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.

+ 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.

- 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.

- 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.

- 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.

- 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.

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.