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, and 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, create shipping orders quickly, and issue valid electronic invoices. This is a complete solution to help businesses operate efficiently, enhance customer experience, and achieve sustainable growth.

Key Features

• Automated Consultation and Order Confirmation: AI Chatbot assists with customer inquiries and order confirmation 24/7, reducing staff workload.
• Centralized Order Management: All orders from websites, e-commerce platforms, and other channels are managed in one system.
• Multi-channel Sales Integration: Integrate with Shopee, Lazada, TikTok Shop, and achieve two-way synchronization of products and orders.
• Smart Inventory Management: Real-time inventory tracking, automatic updates upon order placement, supports multiple warehouses.
• Shipping Carrier Integration: Directly create shipping orders with carriers like Giao Hàng Nhanh, Viettel Post, supports COD.
• Electronic Invoice Issuance: Link with S-Invoice (Viettel) and MISA to issue valid VAT invoices.
• Order Status Tracking: Clear status updates 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 information: Warehouse name, code, address, person in charge.
• Supports multiple warehouses: Main warehouse, sub-warehouse, branch warehouse.
• Track inventory for each warehouse separately.

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: Colors, sizes (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. Choose the platform to connect: Shopee / Lazada / TikTok Shop.
2. Authenticate your shop account.
3. Two-way product synchronization:
   • Pull: Import products from the platform to GTG CRM.
   • Push: Export 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 (customers placing orders via phone, Facebook, etc.).

Step 3: Order Processing and Preparation

Check and edit the order (if necessary).

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

Check Inventory

The system automatically checks inventory levels:

• ✅ Sufficient stock → Proceed with packing.
• ❌ Insufficient stock → Need to procure from suppliers.

Procurement Process (if insufficient):

Go to Suppliers → Select supplier → Create Purchase Order.

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

Step 4: Create Shipping Order

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

Required Information:

1. Select Shipping Service:

• Giao hàng nhanh
• Giao hàng tiết kiệm

2. Cash on Delivery (COD) Amount:

• Enter the amount to collect from the customer.
• Includes product cost and shipping fees (if paid by 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 attach them to packages.
• Hand over packages to the shipping carrier.

Step 5: Issue Electronic Invoice

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. Fill in Information: Buyer’s information (company name, tax ID, address), Products and quantities (automatically retrieved from the order), VAT tax rate, Payment method.
4. Preview PDF:

5. Issue Invoice: System sends request to the provider, Invoice receives tax authority code, Download and send to customer.

Step 6: Order Tracking and Completion

Shipment Tracking

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

Order Completion

When the customer successfully receives the order:

• Update order status to Completed.
• Confirm receipt of payment (for COD orders).
• Record information in transaction history.

Handling 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 into stock (if in good condition) - Record damaged goods (if any).
3. Issue refund to the customer (if necessary).

Benefits of the Standard Workflow

For Businesses

• Centralized Management: All orders, products, and inventory in one system.
• Time Savings: Automates many processes (product synchronization, shipping order creation, invoice issuance).
• Reduced Errors: Information is automatically synchronized, 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: Specific guidance for each step.
• Full Integration: No need to switch between multiple applications.
• Efficient Work: Handle multiple orders simultaneously.

For Customers

• Fast Responses: AI Chatbot provides 24/7 support.
• On-time Delivery: Swift processing workflow.
• Accurate Information: Order and shipping details are continuously updated.
• Professional Invoicing: Valid and complete electronic invoices.

Important Notes

Regarding E-commerce Platform Integration:

• You need an authenticated shop account on Shopee/Lazada/TikTok Shop.
• Product synchronization should be done during low-order times to avoid data conflicts.

Regarding Inventory Management:

• Update inventory frequently to ensure accuracy.
• Conduct regular stock 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 used when necessary (returns, errors).

Regarding Shipping:

• Pack items carefully to prevent damage during transit.
• Choose shipping services that match 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 invoicing 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 process!