E-commerce background products involve many modules, and the core modules are commodities, orders, and inventory, and there are a lot of interactions between modules. The order is more important, it records all transaction data
For e-commerce companies, there are three core and most difficult parts: products, orders, and inventory. Commodities are related to stores, marketing, evaluation, etc.; orders are related to membership, marketing, payment, inventory, logistics, etc.; inventory is related to orders, procurement, WMS (Warehouse Management System), marketing, etc.
1. Order process
The order process refers to the operation process (including forward process and reverse process) in which the operation of the C-end user interacts with the background, as shown in the figure below: Of course,
in actual business, the order process is far from that simple. For example, in the process of user settlement payment/order cancellation/refund/return, full discounts, coupons, point deduction, etc. may also be involved. In other words, after the user places an order, the data interaction between the e-commerce platform and WMS is a critical node in the entire order process.
2. Order status
As can be seen from the order flow chart, the forward process can be divided into four stages: pending payment, pending delivery, pending delivery, and received/completed/transaction successful, plus transaction closure (generated by the reverse process). The modules involved in the order placing process mainly include payment and inventory. For the client, the main operations involved in each stage of the order are as shown in the figure below, which are divided into the operation of the commodity line and the order line (because the application for refund in the reverse process of the order After-sales operations such as payment are operations at the commodity level) For the backstage of the merchant, the main operations at each stage of the order include delivery, review, refund, and address modification, etc. (refer to: 3. Order List).
Here we specifically explain that the transaction is successful, which means that after N days after receiving the goods, apart from after-sales issues, the channel side will involve the platform and payment channel settlement issues, and the payment needs to flow into the platform account from the payment channel; the merchant side will involve The platform needs to generate a pending settlement list question, detailing how much the merchant's settlement payment for this order is.
3. Order list
The order list page consists of search area, list area and operation area.
1. The search area mainly includes: order number, order status, order time, buyer's name, payment channel, order, etc. In order to improve work efficiency, it is necessary to use commonly used important conditions as filter items, and at the same time put away secondary Filter items for quick search and display more orders on one screen.
2. There are many information sources and order details in the order list area, as well as information types and elements (refer to: 4. Order Details Information Price Chart), so it is impossible to directly display all fields related to the order in the background list, and merchants need to pay more attention to the frequency of use Higher fields such as order number, order status, refund status and other information. The remaining other information can be displayed on the lower-level order details page.
4. Order details
The information of order details includes product information, order information, user information, payment information, logistics information, etc., as shown in the following figure:
1. User information includes user account number, user identity level (ordinary member/VIP), user's receiving address, consignee, consignee phone number, etc. User identity level information can be used to match with the promotion system to obtain product discounts.
2. Order information Here we need to add a concept - order splitting. There are two splitting orders, one is the splitting at the order level - after the user submits the order and before paying, the splitting is mainly because when multiple commodities are combined for payment, each commodity belongs to different merchants, and the order needs to use the parent-child order at this time Make a distinction. The parent order is the basis for recording an order and combined payment, and the sub-order is the basis for buyers and merchants to track logistics, after-sales, and settlement (for combined payment orders, JD.com splits them into two different order numbers, and Taobao also uses store orders Split into two orders, but the order number is the same); the second is the split at the commodity level - after the user places the order and before the merchant ships, split the invoice (SKU level), this split is because the commodity belongs to Different warehouses/product categories need to be packaged and shipped separately.
3. Logistics information is divided into two business scenarios. First, if the self-operated products of the platform complete the order out of the warehouse through the WMS system, it can automatically complete the return of the package logistics information; second, when the third-party store orders and ships through its own warehouse, the merchant needs to manually upload the package in the background system Logistics information. One additional point: most logistics companies now have open logistics interfaces, and logistics status information can be obtained according to the logistics interface. After the user receives the goods, according to the sign-in results fed back by the logistics company, a reminder can be set to remind the user to confirm the receipt.
5. Reverse order
1. Modify the order. This operation occurs during the pre-order process. If the user has not submitted the order, he can modify some information of the order, such as delivery information, discount information, and other content that can be modified in the order. At this time, only need to modify The data can be changed. It is worth mentioning that when pre-ordering, that is, confirming the order, the user is not supported to modify the specifications and quantities of the purchased products. Why?
2. Cancel the order. In this operation, the user actively cancels the order and the user fails to pay over time. In both cases, the order will be cancelled. In the case of overtime, the system will automatically close the order, so the payment response mechanism must be processed within a time limit. Especially under the situation of placing an order and reducing the inventory mentioned above, it can ensure the rapid release of inventory.
3. Refund, when the order is canceled under the status of the order to be shipped, it is divided into merchant refund (insufficient inventory or other reasons) and user application for refund. There are three scenarios for user refunds: the merchant has not delivered the goods, and the system should support the user to apply for a refund (without approval); if the product has not been shipped, it needs to be pushed to WMS to intercept it in the warehouse. If the interception is successful, it will be temporarily Order out of the warehouse, release the inventory, synchronize the order system to agree to cancel the order, and enter the refund process at the same time; if the product has been out of the warehouse, the system does not support the refund application. After the two parties reach an agreement, the seller will agree to the refund system to update the refund status. Perform a refund operation on the order, and the amount will be returned to the user's account in the original way, and the original order data will be closed at the same time.
4. The return and refund need to be negotiated with the merchant. If there is a dispute in the negotiation process, the platform customer service will intervene for coordination. If there is no dispute, the merchant will inform the user of the return process and the returned delivery information after passing the review. After entering the return process, after the merchant receives the returned product from the user, the inventory system will make up for it, and the returned product will be stored in the warehouse. After the order system confirms, the refund will be made. Also close the order.
6. Summary
The above is an overall summary and description of the order management level. In the complete e-commerce structure, there is actually a dispatch center (connected with the WMS system and order management center). Later, we will try to analyze and summarize this module together when sorting out the inventory.