Standard Order Processing Workflow for Online Sellers

In the online sales business, a professional order processing workflow is the deciding factor in a company's success. GTG CRM provides a comprehensive order processing workflow, from order reception, inventory management, shipping to invoicing and customer care – 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 that helps businesses operate efficiently, enhance customer experience, and achieve sustainable growth.

Key Features

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

Standard Order Processing Workflow

Step 1: Product and Inventory Preparation

Create and Manage Warehouses

First, you need to set up warehouses in the system under Inventory Management → Warehouses.

• Create warehouses with information: Warehouse Name, Warehouse Code, Address, Manager.
• Supports multiple warehouses: Main warehouse, sub-warehouse, branch warehouse.
• 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.
• Variations: Color, Size (up to 3 attributes).
• Original Price, VAT, Selling Price (system automatically calculates profit).
• Detailed Description and Technical Specifications.
• Initial Inventory 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. Bidirectional product synchronization:
   • Pull from: Fetch products from the platform to GTG CRM.
   • Push to: 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 (automatically synchronized).
• Manual orders (customer orders via phone, Facebook...).

Step 3: Order Processing and Preparation

Check and edit the order (if necessary).

• Buyer Information.
• Delivery Address.
• Add/Remove Products.
• Product Quantity.

Check Inventory

The system automatically checks inventory quantities:

• ✅ Sufficient stock → Proceed with packing.
• ❌ Insufficient stock → Need to restock from supplier.

Restocking Process (if insufficient):

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 quantity is automatically updated.

Step 4: Create Shipping Order

After packing the order, create a shipping order directly from the order.

Required Information:

1. Select Shipping Service:

• Giao hàng nhanh
• Giao hàng tiết kiệm

2. Cash on Delivery Amount (COD):

• Enter the amount to be collected 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).
• Party responsible for shipping costs (seller/buyer).

4. Confirm Order Creation:

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

After successful shipping order creation:

• Print shipping labels and affix them to the package.
• Hand over to the shipping carrier.

Step 5: Issue Electronic Invoice

For corporate clients or those requiring VAT invoices, you can issue electronic invoices directly from the order or allow the system to automate invoice issuance.

Invoice Issuance Steps:

1. Select Invoice Provider: S-Invoice (Viettel) or MISA.
2. Select Invoice Template: VAT Invoice or Sales Invoice.
3. Fill in Information: Buyer's information (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 request to the provider, Invoice receives Tax Department's code, Download and send to the customer.

Step 6: Order Tracking and Completion

Track Shipping

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

Complete Order

When the customer has successfully received the order:

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

Handle Problematic Orders

In case of customer returns/exchanges:

1. Create a Replacement Invoice (if an invoice was issued) - Adjust quantity, value - System automatically generates a replacement invoice after activation.
2. Update inventory - Re-enter returned items to stock (if in good condition) - Record damaged goods (if any).
3. Refund the customer (if necessary).

Benefits of a Standard Workflow

For Businesses

• Centralized Management: All orders, products, and inventory in one system.
• Time Saving: Automation of many stages (product synchronization, order creation, invoice issuance).
• Reduced Errors: Automatic data synchronization, minimizing manual data entry.
• Inventory Control: Real-time updates, preventing overselling.
• Legal Compliance: Valid and complete electronic invoices.

For Employees

• User-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: Process multiple orders simultaneously.

For Customers

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

Important Notes

Regarding E-commerce Platform Integration:

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

Regarding Inventory Management:

• Inventory should be updated frequently to ensure accuracy.
• Conduct periodic physical inventory counts (monthly/quarterly) to reconcile with the system.

Regarding Invoice Issuance:

• Only issue invoices when requested by the customer or for high-value orders.
• Carefully check the Tax ID and address information before issuing.
• Replacement invoices should only be used when necessary (returns, errors).

Regarding Shipping:

• Pack 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 sales businesses operate professionally, efficiently, and systematically. From product management, multi-channel integration, order processing, shipping to invoicing and customer care – 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 process!