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- E-commerce Fulfillment SCM
- Who it's for
- Direct-to-consumer retail
Direct-to-consumer retail
A direct-to-consumer operation receives orders from a selling channel, prepares parcels and answers customer questions about what actually shipped. The order's channel and external ID connect the incoming request to the fulfillment record. The customer, promised date and owner give staff a clear place to start when the customer asks about a delay.
How E-commerce Fulfillment SCM is set up for you
Channel intake
Match the external order ID to an existing customer order before confirming a new one. A repeated import should return the earlier operation result.
Partial shipment
Keep ordered, allocated and shipped units on each line. A partly shipped order should lead staff to the quantity still open.
Parcel evidence
Review the packed label revision before recording shipment. Keep tracking details with the label and the physical Shipped event with the order history.
Customer explanation
Use the order, event dates and supporting attachment to explain a late shipment or returned product.
A direct-to-consumer operation receives orders from a selling channel, prepares parcels and answers customer questions about what actually shipped. The order's channel and external ID connect the incoming request to the fulfillment record. The customer, promised date and owner give staff a clear place to start when the customer asks about a delay.
Start with one operating organization and one channel's orders. Choose a normal parcel, a split shipment and a customer return. Match products by SKU and verify that the channel's order IDs stay stable on retries. Have a coordinator confirm the order, an operator work the lines and a separate reviewer decide on a label revision. Then ask customer-facing staff to explain the parcel status from the same records. Expand channel and carrier connections only after those cases reconcile.
[Plan the rollout](/scm-for-e-commerce-fulfillment/implementation), [review order records](/scm-for-e-commerce-fulfillment/modules/orders-and-customers), and [map integrations](/scm-for-e-commerce-fulfillment/integrations).
Features to start with
Orders and customers
Keep each customer order tied to its customer, operating organization, owner and promised date.
Order lines and products
Compare ordered, allocated and shipped units by SKU on each customer order.
Fulfillment events
Record actual allocation, picking, shipping, delivery and return events by order and product.
Roles on the team
- Order Coordinator
- Owns order entry and checks identity before confirmation.
- Fulfillment Operator
- Records allocated, picked, shipped, delivered and returned quantities.
- Label Reviewer
- Independently decides whether a submitted label revision may proceed.
- Operations Reviewer
- Reviews failed operations and authorizes compensating actions.
Set up E-commerce Fulfillment SCM your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.