Taocarts1

Posted on

Jun 17

Establish an overseas online shopping reverse after-sales system: utilize this system to reduce complaints and enhance efficiency

Domestic e-commerce promotions and overseas traditional festivals are peak periods for reverse overseas online shopping orders, with order volumes reaching 3-5 times the daily level. Many teams encounter issues such as incorrect orders, package backlogs, and customer service breakdowns during these peak periods. However, relying on the standardized processes and batch functions of a mature purchasing system, it is possible to plan ahead and respond to peak orders with ease. This article, based on practical experience, breaks down the full process response plan for handling peak orders, covering the four major aspects: front-end, procurement, warehousing, and logistics.

Front-end order process: Utilize cross-border independent websites and purchasing systems to distribute traffic. Prioritize batch settlement of shopping carts before order surge, guiding customers to place orders during off-peak periods. Set automatic order timeout cancellation rules to release unpaid invalid orders and reduce redundant data in the backend. Optimize the product search interface and server bandwidth to ensure smooth operation of keyword, link, and image search methods, avoiding page lag. Simultaneously, post an order surge notification on the homepage to inform customers of the processing cycle and potential logistics delays in advance, reducing customer inquiries and complaints.

Procurement process: The bulk procurement function of the Taobao 1688 purchasing system is a core advantage. The daily single-order procurement model is completely infeasible during peak periods. The system can filter orders based on the supply platform, order time, and product category, and submit procurement requests to merchants in bulk with one click, automatically synchronizing specifications, addresses, and notes. Orders for the same product from multiple customers are automatically merged, which not only improves efficiency but also allows for negotiating bulk discounts with upstream merchants. Procurement personnel only handle out-of-stock and abnormal orders, while regular orders flow through automation, significantly reducing human pressure.

Warehouse process: Relying on the system's batch operation function, the speed is increased in the process of docking with third-party warehouses or self-owned warehouses. Parcel receipt supports batch checking and batch uploading of vouchers; during the inspection process, regular orders and fine inspection orders are automatically distinguished and processed separately to avoid congestion; weighing and warehousing, as well as allocation of storage locations, can all be operated in batches. When purchasing and consolidation orders and international consolidation orders are submitted centrally, the system automatically summarizes the data and generates batch packing lists and shipping orders. Warehouse personnel can quickly sort the parcels according to the documents, solving the problem of parcel backlog.

Logistics Link: Connect with multiple international logistics providers in advance, launch multiple alternative routes within the system, and distribute the pressure of purchasing and transshipment. Set weight and volume limits for individual parcels based on the capacity of each route. The system automatically intercepts parcels exceeding the limits and provides splitting suggestions to reduce secondary adjustments. Enter international tracking numbers in bulk and synchronize logistics trajectories, eliminating the need for manual operation one by one.

In terms of personnel division, the team is divided into customer service group, procurement group, warehouse docking group, and logistics group based on system permissions. Each position uses an independent account and performs its own duties. Customer service relies on the system's work order function to centrally handle after-sales services, procurement docks abnormal supply, and logistics maintains route status. The entire process is connected through the system, so even if orders double, there is no need for all staff to work overtime all night.

During the overlapping period of Black Friday and Single's Day, a reverse overseas online shopping service provider relied on the batch function of the Taocarts system to achieve a stable operation with an average of 300 orders per day, with the error rate controlled within 0.3%. Compared to the era of purely manual processing, the efficiency has been improved several times.

Facing a surge of orders during festivals is both an opportunity and a challenge. The reverse overseas online shopping team should not respond passively. Instead, they should rely on the automation and batch processing capabilities of the purchasing system, plan the process in advance, and divide the work reasonably. Only by fully utilizing the system's functions can they seize the peak traffic and convert the increase in orders into actual revenue.

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