Operational eCommerce Checklist – A Manager’s Perspective. (WIP)

This checklist serves as a guide to onboard future employees helping out in the eCommerce operations for an SME. It’s written from a wholesaler/distributor point of view which might have nuances that differ from other types of operations (like having a warehouse instead of operating a dropshipping model).


  • For orders that were sent, offer an exchange +50% of value to avoid a refund/return
  • Offer refunds through Paynow instead of through the platforms to avoid platform penalties
  • Thermal waybill is 100mm x 150mm. This can be purchased in bulk from Taobao: https://detail.tmall.com/item.htm?id=570048639543&spm=a1z09.
  • Polymailer bags can be purchase from Taobao: https://detail.tmall.com/item.htm?id=548567965026&spm=a1z09.
  • Keep at least 1 month extra waybills and polymailer bags. Note that shipping lead time from Taobao is about 2-3 weeks


  • Chat response affects seller picks. Check at the start and end of each day.
  • Change invoice paper size to 80% to save paper
  • Print both invoice and shipping label together so that they will match up in the same sequence
  • Check reviews every 2-3 working days. Reply in a helpful and friendly tone for those buyers who bothered to leave a written review (as opposed to just leaving a star)
  • To keep sales up, participate in all the campaigns
  • Create a free shipping voucher
  • Create a flexi combo voucher
  • Create normal vouchers aimed at increasing average order value (AOV). Refer to the tutorials on Lazada university for this. (IIRC, set basket value at 30% and 70% higher than the current AOV)
  • For Lorikeet, use the oldest product as a base to “copy decoration” from instead of needing to scroll all the way to the bottom of the page
  • Create invoices daily to update inventory records
  • Stock update template contains conversion amounts from individual products to bundled products. Update this every Monday (after stock take) and Thursday/Friday.


  • Leave 2-3 weeks for new product creation
  • Stock update template to be done on Mondays and Friday’s
  • Create invoices daily to update inventory records
  • Cut-off time is 12pm on weekdays
  • Stock to be moved to 3PL warehouse by Thursday each week
  • Promotions are submitted via spreadsheet and is updated monthly: http://sellersupport.redmart.com/support/solutions/articles/5000809263-participating-in-monthly-marketing-campaigns
  • The quantity of a product will be set to 0 if it was 100% fulfilled.
  • Support email: rm_partnersupport@care.lazada.com


  • Many points are similar to Lazada
  • Need to maintain 12 hours chat response to get the Preferred Seller Badge which improves SERPs
  • Cash in wallet to be withdrawn one a month on the last day for easy accounting reconciliation


  • Overseas orders are managed using easyship.com
  • Choose DHL eCommerce packet plus where possible
  • If the package goes missing, use this page to contact support: https://www.dhl.com/sg-en/home/our-divisions/ecommerce/customer-service/contact-ecommerce-consumer-international.html
  • Update the customer notes using the tracking link provided by easyship
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