Order Fulfillment

01 Order Receipt and Validation

Check SKUs, quantities, addresses, delivery terms, and payment or credit approval before processing.

02 Inventory Allocation

Reserve available inventory for the order. Record shortages and order changes to prevent allocating the same stock to multiple customers.

03 Picking

Pick the correct SKUs, quantities, and batches. Apply FEFO—first expired, first out—while meeting customer requirements for remaining shelf life.

04 Checking and Packing

Check order accuracy, packaging condition, and leakage risks. Prepare protective packaging, labels, and channel-specific documents.

05 Dispatch and Tracking

Select a service suited to the product and destination. Record carrier handover, tracking references, and delivery issues.

06 Delivery Confirmation

Retain proof of delivery and reconcile quantities dispatched, received, rejected, or still unresolved.

07 Returns and Resolution

Record return reasons, inspect returned goods, and segregate stock not cleared for sale. Replacements, refunds, and inventory adjustments follow agreed terms and approvals.

General Trade: Distributors and Retailers

Wholesale and carton orders require delivery thresholds, schedules and routes, delivery notes, and proof of receipt. Service for icon stores, medium and small retailers, and salons follows their order sizes and needs.

Modern Trade: National and Local

Follow each chain’s requirements for PO references, barcodes, carton labels, remaining shelf life, receiving appointments, and delivery to distribution centers or branches. Record rejections and discrepancies for resolution with sales and finance.

Marketplaces and Direct Sales

Individual orders require stock synchronization, accurate product variants, platform processing deadlines, shipping labels, and tracking. Complaints, failed deliveries, and returns require channel-specific handling.

Sales and Customer Service

Set realistic service commitments, confirm order details, and communicate changes or issues to customers.

Inventory and Warehouse

Maintain accurate inventory, storage locations, batch traceability, product condition, movement records, and inspection results.

Finance and Administration

Reconcile orders, dispatch records, delivery confirmation, invoices, and returns. Dispatch does not automatically mean payment has been received.

Accuracy and Completeness

Monitor SKU and quantity accuracy, order completeness, and physical inventory against system records.

Speed and Timeliness

Measure time from validated order to dispatch, and on-time, in-full delivery—OTIF. Agree measurement rules and targets for each channel.

Product Condition and Issue Resolution

Evaluate damage, leakage, picking errors, failed deliveries, return reasons, and complaint resolution time to improve processes.

Fulfillment can be managed in-house, through a third-party logistics provider, or through a combination of both. Selection considers volume, product characteristics, geographic reach, data integration, service costs, and responsibility for shortages or damage.