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).

General

• 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=a1z09.2.0.0.3bd82e8dUZsp32&_u=o1r3gs33a329
• Polymailer bags can be purchase from Taobao: https://detail.tmall.com/item.htm?id=548567965026&spm=a1z09.2.0.0.3bd82e8dUZsp32&_u=o1r3gs33eb52
• Keep at least 1 month extra waybills and polymailer bags. Note that shipping lead time from Taobao is about 2-3 weeks

Lazada

• 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.

Redmart

• 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

Shopee

• 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

Woocommerce

• 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