Visitors access the Tiki app

Click on the Personal section -> Select Login

Enter your phone number, email, and password, then select 'Login.' Or log in with a Facebook, Zalo, or Google account.

In the search bar, enter the name of the product you want to buy.

Choose the product you want to buy.

Click Buy

Click on the X to continue choosing other products, or click X on the shopping cart to order. 

After selecting the products you want to buy, click on the shopping cart icon in the upper right corner of the interface to view the products.

Click on the -/+ sign to increase or decrease the quantity you want to buy. Here, you can click on the X sign next to the product you want to remove from the cart. 

Enter the delivery address (if not yet available) or select Change to change the delivery address.

Enter your shipping address information > Select Deliver to this address. 

Check the order in general : price, quantity, address. Select Send gift to friends and relatives if you want to choose as a gift.

You can choose Send greeting cards or gift wrapping service > Select Confirm . If you send an order as a gift, you cannot pay in cash, without an invoice. If you want to receive an invoice, please contact the hotline.

Go to Tiki website > Select Account Login > Select Login. 

Enter your phone number and email account to register for a Tiki account > Click Login, or log in with your Facebook, Zalo, or Google account.

After selecting the products you want to buy, click on the shopping cart icon in the upper right corner of the interface to view the products. 

Click Remove to remove it from your cart if desired.

View the discount code you have in the Select or enter another code section.

Enter the discount code you have -> Select Apply.

Click Edit to change the receiving address or click Add new shipping address if you want.

Enter your shipping address information > Select Deliver to this address.

Immediately after the customer places an order, the system registers it and generates a unique Order ID.

The system checks the validity of the order information:

• Checks if the payment method is available (COD, card, e-wallet, etc.).

• Checks if the delivery address is within the service area.

For items sold directly by Tiki (Tiki Trading): the system will mark the item as "out of stock" and may automatically cancel the order or change its status to "awaiting restock."

For items from a third-party seller (Seller): the system will send a request to the Seller to reconfirm the stock status. The Seller must respond within a specified time frame (usually 24 hours).

When a customer successfully places an order, Tiki's system automatically forwards or distributes the order to suitable 3P (third-party) partners.

This allocation is based on criteria such as: geographical area, the partner's order processing capacity, and Service Level Agreement (SLA) commitments.

( → Automatically assigns orders to suitable partners to ensure fast and accurate processing )

The system closely monitors the time it takes for a partner to confirm an order.

If the partner does not respond within the specified time frame (e.g., 2 hours), the system will send an alert or may automatically cancel the order to protect the customer experience.

( Tracks partner response time to prevent delays and protect the customer experience )

Product Vetting: Requesting and verifying product information and quality from partners before allowing them to be sold.

Risk Management: Implementing mechanisms to detect and warn against fraud (e.g., virtual orders, unusual requests).

Complaint & Return Handling: Establishing clear procedures to fairly resolve customer issues.

Partner Support & Training: Providing materials, courses, and support to help partners operate effectively and adhere to policies.

Auditing and Control: Conducting periodic or ad-hoc audits to ensure partner compliance with regulations.

( Ensures smooth operation and partner performance through product quality checks and KPI-based evaluation. )

Receive items from the automated picking system or conveyor.

Select the correct box or mailer based on the item's dimensions and fragility.

Use high-quality packing materials, such as bubble wrap, air pillows, or foam, to protect your products.

Minimize empty space to prevent movement during transit; optimize packaging size.

Print shipping labels with the full customer name, address, and tracking code.

Attach packing slips both inside and outside the package as redundancy.

Include invoices or customs forms if required for cross-border shipments.

Perform spot checks on randomly selected packages to verify contents and labeling accuracy.

Ensure structural integrity: Boxes should be securely sealed, free from visible damage.

Check labeling clarity: Barcodes and addresses must be legible and correctly placed.

Organize packages by carrier and route to streamline pickups.

Place staged orders on carts, pallets, or conveyor belts for easy loading.

Notify carriers (e.g., DHL, Viettel Post) with ready-for-pickup schedules and locations.

Track shipments using carrier systems; proactively alert customers about delays.

Measure key metrics: packing accuracy, packs per hour, error rate, and damaged orders.

Review performance trends weekly—identify bottlenecks or increase training.

Verify order information: product name, quantity, shipping address, special notes.

Review for errors: duplicates, missing details, or abnormal system statuses.

Update order status and hand over to the warehouse/transportation team according to the standard process.

Canceled order: Determine the reason (customer request, out of stock, system error), accurate update on the system

Duplicate orders: Check by application code, phone number, time of order; keep valid orders, cancel remaining orders

Wrong information application: Contact customer service/customer to verify and edit before delivery

SLA (on-time processing rate): ≥ 98%

Lead time (processing time): ≤ 60 minutes from creation to handover

Error rate: ≤ 1% of the total number of applications (including duplicate, wrong, internal cancellation)

Integrate duplicate order alerts from the application creation step

Label the warning of missing information for early processing

Training on process standard operation and OMS/WMS system to reduce operational errors

Modern and Tightly Integrated Technology System

Superior Warehouse Automation

Fast and Accurate Order Processing (TiKiNOW)

Scalability and Ability to Handle Peak Seasons

Personalized User Experience

Dependency on Third-Party (3P) Sellers

Potential Delays Due to Stockouts

Complexity in Multi-Warehouse Order Fulfillment

Continued Reliance on Human Resources

Risks from System or AI Failures

Upgrade the Order Processing Workflow for Third-Party (3P) Sellers.