Standard Order Processing Workflow for Online Sellers

In online sales, a professional order processing workflow is crucial for business success. GTG CRM offers a comprehensive workflow, from order reception, inventory management, shipping, to invoicing and customer service - all integrated into a single system.

With GTG CRM, you not only manage orders but also connect with major e-commerce platforms like Shopee, Lazada, TikTok Shop, automatically synchronize products and inventory, quickly create shipping orders, and issue valid electronic invoices. This is a comprehensive solution to help businesses operate efficiently, enhance customer experience, and grow sustainably.

Key Features

• Automated Consultation and Order Closing: AI Chatbot assists in responding to and closing customer orders 24/7, reducing employee workload.
• Centralized Order Management: All orders from your website, e-commerce platforms, and other channels are managed in a single system.
• Multi-Channel Sales Integration: Integrates with Shopee, Lazada, TikTok Shop and synchronizes products and orders bi-directionally.
• Smart Inventory Management: Real-time inventory tracking, automatic updates upon order placement, supports multiple warehouses.
• Shipping Carrier Integration: Create shipping orders directly with carriers like Giao Hàng Nhanh, Viettel Post, supports COD.
• Electronic Invoice Issuance: Links with S-Invoice (Viettel) and MISA to issue valid VAT invoices.
• Order Status Tracking: Clearly updates statuses from New → Processing → Completed.

Standard Order Processing Workflow

Step 1: Product and Inventory Preparation

Create and Manage Warehouses

First, set up your warehouses in the system under Inventory Management → Warehouses.

• Create warehouses with details: Warehouse name, code, address, person in charge.
• Supports multiple warehouses: Main warehouse, sub-warehouses, branch warehouses.
• Track inventory separately for each warehouse.

Create Products in the System

Go to Sales → Product Management to create new products.

Information to enter:

• Product name, SKU, category, brand.
• Product images and videos.
• Variants: Color, size (up to 3 attributes).
• Original price, VAT, selling price (system automatically calculates profit).
• Detailed description and technical specifications.
• Initial stock quantity.

Connect and Synchronize with E-commerce Platforms

Go to Sales → Integrations to connect with e-commerce platforms.

Connection Steps:

1. Select the platform to connect: Shopee / Lazada / TikTok Shop.
2. Authenticate your shop account.
3. Synchronize products bi-directionally:
   • Pull: Get products from the platform into GTG CRM.
   • Push: Send products from GTG CRM to the platform.

Benefits:

• Centralized management of all products.
• Automatic inventory synchronization across channels.
• Saves time on manual updates.

Step 2: Order Reception

Receive Orders from Multiple Channels

Orders can come from:

• Your website (integrated with GTG CRM).
• Shopee, Lazada, TikTok Shop (automatic synchronization).
• Manual orders (customers placing orders via phone, Facebook, etc.).

Step 3: Order Processing and Preparation

Review and edit orders (if necessary).

• Buyer information.
• Shipping address.
• Add/remove products.
• Product quantities.

Check Inventory

The system automatically checks stock levels:

• ✅ In stock → Proceed with packaging.
• ❌ Out of stock → Need to order from the supplier.

Ordering Process (if out of stock):

Go to Suppliers → Select supplier → Create Purchase Order.

• Select products to order.
• Enter quantity and unit price.
• Confirm the purchase order.
• When goods arrive, create an Inventory Receipt.
• Inventory is automatically updated.

Step 4: Create Shipping Orders

After packaging the items, create a shipping order directly from the sales order.

Required Information:

1. Select Shipping Service:

• Giao hàng nhanh
• Giao hàng tiết kiệm

2. COD Amount:

• Enter the amount to collect from the customer.
• Includes the cost of goods and shipping fees (if paid by the customer).

3. Package Information:

• Weight (kg).
• Dimensions (length x width x height).
• Who bears the shipping cost (seller/buyer).

4. Confirm Order Creation:

• System automatically pulls information from the order.
• Sends a request to the shipping carrier.
• Receives the tracking number.

After successful shipping order creation:

• Print the shipping label and attach it to the package.
• Hand over to the shipping carrier.

Step 5: Issue Electronic Invoices

For business customers or those requiring a VAT invoice, you can issue an electronic invoice directly from the order or allow the system to issue it automatically.

Invoice Issuance Steps:

1. Select Invoice Provider: S-Invoice (Viettel) or MISA.
2. Select Invoice Template: VAT Invoice or Sales Invoice.
3. Enter Information: Buyer's details (company name, tax ID, address), Products and quantities (automatically pulled from the order), VAT rate, Payment method.
4. Preview PDF:

5. Issue Invoice: System sends a request to the provider, invoice is issued with a tax authority code, download and send to the customer.

Step 6: Track and Complete Orders

Track Shipping

• Update tracking status from the shipping carrier.
• Notify the customer about the delivery progress.
• Handle special cases (failed delivery, delays, etc.).

Complete Order

When the customer has successfully received the order:

• Update the order status to Completed.
• Confirm that payment has been received (for COD orders).
• Save information to transaction history.

Handle Problematic Orders

Cases of customer returns/exchanges:

1. Create a Replacement Invoice (if an invoice was issued) - Adjust quantities, values - The system automatically generates a replacement invoice after activation.
2. Update inventory - Put returned items back into stock (if in good condition) - Record damaged goods (if any).
3. Refund the customer (if necessary).

Benefits of the Standard Workflow

For Businesses

• Centralized Management: All orders, products, and inventory in one system.
• Time Saving: Automates many steps (product synchronization, order creation, invoice issuance).
• Reduced Errors: Information is automatically synchronized, minimizing manual data entry.
• Inventory Control: Real-time updates, prevents overselling.
• Legal Compliance: Valid, complete electronic invoices.

For Employees

• Friendly Interface: Easy to use, no complex training required.
• Clear Workflow: Step-by-step guidance provided.
• Full Integration: No need to switch between multiple applications.
• Efficient Work: Handle multiple orders simultaneously.

For Customers

• Quick Responses: AI Chatbot support 24/7.
• On-time Delivery: Fast processing workflow.
• Accurate Information: Orders and shipping are continuously updated.
• Professional Invoices: Valid, complete electronic invoices.

Important Notes

Regarding E-commerce Platform Integration:

• You need a verified shop account on Shopee/Lazada/TikTok Shop.
• Product synchronization should be done during off-peak hours to avoid data conflicts.

Regarding Inventory Management:

• Update inventory frequently to ensure accuracy.
• Conduct regular inventory counts (monthly/quarterly) to reconcile with the system.

Regarding Invoice Issuance:

• Only issue invoices when requested by the customer or for large order values.
• Double-check tax ID and address information before issuing.
• Replacement invoices are only for necessary situations (returns, errors).

Regarding Shipping:

• Pack items carefully to prevent damage during transit.
• Choose a shipping service that suits the order value and customer requirements.

Conclusion

The standard order processing workflow of GTG CRM helps online businesses operate professionally, efficiently, and systematically. From product management, multi-channel integration, order processing, shipping, to invoice issuance and customer service - everything is seamlessly integrated into a single platform.

By adopting this workflow, you will:

• Increase order processing speed.
• Gain better control over business operations.
• Optimize operating costs.
• Enhance customer experience.
• Achieve sustainable business growth.

Start using GTG CRM today to experience a professional sales workflow!