Whenever customer places an order, TIKI and seller have to collaborate to delivery the product to customer as soon as possible. How the order is fulfilled depends on the order’s fulfillment type and product’s inventory type.

Each seller can register different operation models for their store on TIKI. This registration will affect the products’ fulfillment type and inventory type; and consequencely affect the orders’ fulfillment type and inventory type. An order has one of the following operation models:

• Drop Shipping (dropship)
• Fulfillment by Tiki (instock)
• On-Demand Fulfillment (backorder)
• Seller Delivery (seller_backorder)
• Cross Border (cross_border)

Notice that you does not see cross border here because it is configured manually only for some oversea partners.

Operation status is represented by order and order status.

Which operation models are registered?

See seller details API to get registered operation model of a seller.

Drop Shipping

• Order fulfillment_type=dropship (order item inventory_type can ONLY be backorder)

Goods are stored in seller’s warehouse. After the order is received, Tiki goes picking product packages at seller warehouse and deliver it directly to customer.

Operations

• S1: Customer place an order on http://tiki.vn
  • Customer performs payment (optional, status = doi_thanh_toan)
  • Tiki processes the order (status = processing)
  • Tiki accepts the order (status = queueing, this means Accepted by Tiki)
• S2: Seller confirms stock availability with an expected pickup time
  • Order: status = picking
  • Enough stock order items: items/*/confirmation/status = seller_confirmed
  • Out of stock order items are discarded from fulfillment and: items/*/confirmation/status = seller_canceled
• S3: Seller packs their products for the order
• S4: Seller prints the shipping label & products list and attaches it to the package
  • Shipping label must be attached outside the package
  • Proucts list must be attached inside the package
• S5: Seller waits for the driver to come picking the package
• S6: Tiki shipper picks up the package at seller warehouse and deliver the package to customer (not through Tiki warehouse)
  • Successful delivery
  • Failed delivery, return the package to seller – The order fulfillment stops here
• S7: If the order payment is cash on delivery, the shipper collects the cash and returns it to Tiki
• S8: Accounting team confirms the order’s payment is completed (status = complete) – The order fulfillment stops here

On-Demand Fulfillment

Goods are stored in seller’s warehouse. After the order is received, goods are sent to the Tiki warehouse. Then Tiki delivers them to customer.

• Order fulfillment_type = tiki_delivery
• At least one order item with items/*/product/inventory_type = backorder

How products are delivered to Tiki warehouses (for later delivery): items/*/product/seller_supply_method. Values:

• manual Tiki will go picking up products at seller warehouses
• supplier Seller will themselves supply products to Tiki warehouses

Operations

• S1: Customer place an order on http://tiki.vn
  • Customer performs payment (optional, status = doi_thanh_toan)
  • Tiki processes the order (status = processing)
  • Tiki accepts the order (status = queueing, this means Accepted by Tiki)
• S2: Seller confirms stock availability
  • Enough stock order items: items/*/confirmation/status = seller_confirmed
  • Out of stock order items are discarded from fulfillment and: items/*/confirmation/status = seller_canceled
• S3: Seller prints the purchase order label (inventory requisition) and attaches them to the packages of products
• S4: Depend on seller_supply_method, enough stock products are delivered to Tiki warehouses
• S5: When order products are already in Tiki warehouse, Tiki staff picks products for packaging (status = picking)
• S6: Tiki staff is packaging products for the order (status = packaging)
• S7: Packaging for the order is done (status = finished_packing)
• S8: The package is ready for delivery (status = ready_to_ship)
• S9: The package is being delivered
  • Delivering by Tiki: status = shipping
  • Delivering by Tiki’s partners: status = handover_to_partner
• S10: Delivered (status = successful_delivery)
• S11: If the order payment is cash on delivery, the shipper collects the cash and returns it to Tiki
• S12: Accounting team confirms the order’s payment is completed (status = complete) – The order fulfillment stops here

When order delivery fails or the package is returned by the customer to Tiki:

• At Step 10, the package is brought to Aftersale team
• Aftersale team imports the package into Tiki warehouse, and update status = returned
• Finally the order is canceled: status = canceled – The order fulfillment stops here

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Seller Delivery

Goods are stored in seller’s warehouse. After the order is received, sellers operate orders by themselves and deliver goods to customers. Tiki only accepts complaints.

• Order fulfillment_type=seller_delivery (order item inventory_type can ONLY be backorder)

Operations

• S1: Customer place an order on http://tiki.vn
  • Customer performs payment (optional, status = doi_thanh_toan)
  • Tiki processes the order (status = processing)
  • Tiki accepts the order (status = queueing, this means Accepted by Tiki)
• S2: Seller confirms stock availability
  • Enough-stock order items: items/*/confirmation/status = seller_confirmed
  • Out of stock order items are discarded from fulfillment and: items/*/confirmation/status = seller_canceled
  • If every order items is out of stock, then the order is canceled (status = canceled) – The order fulfillment stops here
  • If at least 1 order item has enough stock to be fulfilled, the order status = shipping
• S3: Seller packs enough-stock products for the order
• S4: Seller prints the shipping label & products list and attaches them to the package
• S5: Seller delivers the package to customer
• S6: Seller collects the cash if the payment method is COD
• S7: Seller updates the delivery status
  • For successful delivery → order status =successful_delivery
  • For failed delivery: Choose a proper failure_cause to re-deliver the package to customer or cancel the order
    • Order will be canceled or not depends on the failure_cause and delivery attempts
    • Seller can update delivery to failure multiple times, until when the delivery is finally completed or customer refuses to receive the package
    • See the API for more details

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Cross Border

Goods are stored in oversea seller’s warehouse. Each seller directly interacts, signs needed contracts  with 3PLs that the Seller chooses (in the Tiki designed list of 3PLs ) and guarantees to meet the Operation quality as required by Tiki. After the order is received, 3rd-party-logistic-partners handle the shipment to customer.

This enable this operation model and to see Tiki’s designed 3PLs, seller needs to contact us at hocvien.tiki.vn/lien-he.

• Order fulfillment_type=cross_border (order item inventory_type can ONLY be backorder)

Operations

• S1: Customer place an order on http://tiki.vn
  • Customer performs payment (optional, status = doi_thanh_toan)
  • Tiki processes the order (status = processing)
  • Tiki accepts the order (status = queueing, this means Accepted by Tiki)
• S2: Seller confirms stock availability
  • Enough stock order items: items/*/confirmation/status = seller_confirmed
  • Out of stock order items are discarded from fulfillment and: items/*/confirmation/status = seller_canceled
  • After the order has been confirmed, order data is synchronized to 3rd Party Logistic Services (3PLS)
• S3: Seller packs enough-stock products for the order
• S4: Seller prints the shipping label and attach it outside the package
• S5: Sellers send all the packages to ATL warehouses and ATL delivers them to end customers
  • Except for some specially configured sellers
• S6: 3PLSs automatically push delivery status to Tiki system (Sellers do not do this)
  • For successful delivery → status = successful_delivery
  • For failed delivery → status = canceled – The order fulfillment stops here
  • Only specially-configured sellers can update delivery status of the cross_border order
• S7: If the order payment is cash on delivery, the shipper collects the cash and returns it to Tiki
• S8: Accounting team confirms the order’s payment is completed (status = complete) – The order fulfillment stops here