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  • Shipping: Customer in-stock orders should be delivered within at least five days from the time of ordering. Also, the retailer should have near real-time visibility from all transportation carriers that touch the order from the retailers dock to the final mile delivery to the customer. Also, the retailer should be able to integrate these status updates to its customer care systems and e-commerce platform.

  • Backorders: Backorders pose a special problem when it comes to international commerce in that the delivery cost associated with the first pound of a package is very expensive while any additional pounds only incur an incremental charge. As a result, the retailer must decide whether to:

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      Fill and ship the order with only the available items and then ship the back-or- dered item(s) when they become available

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      Hold the shipment until all items are available

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      Simply not allow back-ordered items to be ordered

Operations/Systems-Related Requirements

For the purposes of this chapter, it is assumed that the online retailer’s order manage- ment and e-commerce platform must possess at a minimum adequate and appropriate functionality to support an online retailing business. This includes, but is not limited to, features such as the following:

  • Order Management

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      Ability to support world-class customer service in an efficient operating environment

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      Receipt and processing of Web, telephone, and mail orders

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      Control of cash, credit cards, and receivables

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      Warehousing and distribution support

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      Production of picking and shipping documents

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      Reporting of inventory usage, balances, and costs

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      Identification and control of back orders and preparation of customer communications

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      Research and resolution of customer inquiries and complaints made by phone, email or mail

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      Processing of returns

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      Creation of accounting entries and other related administrative activities such as adjustments, refunds, and purchases

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      Preparation of e-commerce marketing, merchandising, inventory, operating, and financial reports

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      Supplier drop shipping to customers

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      Customer communications across multi-channel touch-points including the Web, the catalog channel, in-store sales associates, gift registries, and point-of-sale messaging

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      Exception order handling

Visa e-commerce cross-border handbook for U.S. retailers

Copyright 2010 Visa. All rights reserved.

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