Order

Unified Order Orchestration Platform

BigLedger’s Order Management System (OMS) provides end-to-end visibility and control over your entire order lifecycle across all sales channels. Our intelligent order routing engine ensures optimal fulfillment while maintaining real-time inventory accuracy and customer satisfaction.

Multi-Channel Order Processing

Channel Integration

E-Commerce Platforms

• Shopify: Real-time order sync with inventory updates
• WooCommerce: WordPress integration with custom fields
• Magento: Enterprise B2B and B2C capabilities
• OpenCart: Multi-store order consolidation
• Custom Stores: REST API integration

Marketplaces

• Local Marketplaces

  • Shopee: Order sync with SLS integration
  • Lazada: Fulfillment by Lazada (FBL) support
  • PGMall: Direct API connection
  • Lelong: Legacy system bridge
  • Mudah: Classified ads order capture

• International Marketplaces

  • Amazon: FBA and FBM order processing
  • eBay: Global shipping program integration
  • Alibaba: B2B bulk order handling
  • Qoo10: Singapore/Malaysia cross-border

Direct Channels

• B2B Portal: Corporate customer self-service
• Sales App: Field sales order capture
• Call Center: Telephone order entry
• WhatsApp Business: Conversational commerce
• Social Commerce: Facebook, Instagram shops

Order Types

Standard Orders

• Retail Orders: Single customer, immediate fulfillment
• Wholesale Orders: Bulk quantities with volume pricing
• Subscription Orders: Recurring deliveries
• Pre-Orders: Future dated fulfillment
• Backorders: Partial shipment management

Special Orders

• Drop Shipping: Direct from supplier to customer
• Cross-Docking: No inventory holding
• Made-to-Order: Production triggered by order
• Consignment Orders: Stock at customer location
• Transfer Orders: Inter-branch movements

Order Lifecycle Management

Order Creation

Order Capture Methods

1. Automated Import: API/EDI from channels
2. Manual Entry: CSR order input
3. Bulk Upload: Excel/CSV import
4. Mobile App: Field sales entry
5. Voice Orders: AI transcription (beta)

Order Validation

• Customer Verification: Credit check, blacklist screening
• Product Availability: Real-time inventory checking
• Pricing Validation: Contract pricing, promotions
• Address Verification: Google Maps API validation
• Fraud Detection: AI-powered risk scoring

Order Processing

Order Routing Engine

• Intelligent Allocation
  • Nearest warehouse selection
  • Inventory optimization
  • Shipping cost minimization
  • Delivery time optimization
  • Load balancing across fulfillment centers

Order Prioritization

• Priority Levels
  • VIP customers
  • Express shipping
  • Perishable goods
  • High-value orders
  • Service level agreements

Order Modifications

• Allowed Changes

  • Quantity adjustments
  • Product substitutions
  • Delivery address updates
  • Delivery date changes
  • Payment method switching

• Change Control

  • Cut-off time enforcement
  • Approval workflows
  • Customer notification
  • Audit trail maintenance

Order Fulfillment

Picking Process

• Picking Methods
  • Wave picking: Batch similar orders
  • Zone picking: Warehouse zone assignment
  • Batch picking: Multiple orders simultaneously
  • Pick-and-pack: Direct to shipping
  • Voice picking: Hands-free operation

Packing Optimization

• Carton Selection: AI-optimized box sizing
• Packing Materials: Eco-friendly options
• Documentation: Packing slips, invoices
• Quality Check: Barcode verification
• Gift Wrapping: Special handling options

Shipping Integration

• Local Couriers

  • Pos Laju: Track and trace integration
  • GDex: Same-day delivery options
  • J&T Express: COD reconciliation
  • Ninja Van: API integration
  • DHL eCommerce: International shipping

• Shipping Features

  • Rate shopping: Best rate selection
  • Label printing: Bulk generation
  • Tracking updates: Real-time status
  • Proof of delivery: Digital signatures
  • Insurance: Automated coverage

Order Status Management

Status Workflow

1. Pending: Awaiting payment/verification
2. Confirmed: Payment received, processing
3. Picking: Items being collected
4. Packing: Order being prepared
5. Shipped: Handed to courier
6. In Transit: En route to customer
7. Out for Delivery: Last mile
8. Delivered: Successfully completed
9. Failed Delivery: Attempted but unsuccessful
10. Returned: Customer initiated return

Status Notifications

• Customer Communications
  • Order confirmation email
  • SMS shipping updates
  • WhatsApp delivery notifications
  • Mobile app push notifications
  • Delivery day reminders

Returns Management

Return Initiation

• Return Channels
  • Customer portal self-service
  • Call center assistance
  • Retail store returns
  • Courier pickup scheduling

Return Processing

• Return Reasons

  • Defective product
  • Wrong item shipped
  • Damaged in transit
  • Change of mind
  • Size/fit issues

• Return Actions

  • Refund processing
  • Exchange initiation
  • Store credit issuance
  • Repair and return
  • Disposal authorization

Advanced Features

Order Intelligence

Predictive Analytics

• Demand Forecasting: Predict order volumes
• Delivery Time Estimation: AI-based ETAs
• Fraud Prevention: Pattern recognition
• Customer Behavior: Purchase prediction
• Inventory Planning: Reorder point optimization

Order Optimization

• Bundling Suggestions: Increase order value
• Upsell Opportunities: Related products
• Shipping Consolidation: Combine orders
• Route Optimization: Delivery planning
• Warehouse Selection: Minimize costs

Split Order Management

Split Scenarios

• Multiple Warehouses: Items from different locations
• Partial Availability: Some items out of stock
• Different Delivery Dates: Staggered fulfillment
• Drop Ship Items: Direct from supplier
• Special Handling: Hazmat separate shipping

Split Order Handling

• Maintain single order reference
• Consolidated tracking
• Combined invoice option
• Shipping cost optimization
• Customer communication

Allocation & Reservation

Inventory Allocation

• Soft Allocation: Temporary reservation
• Hard Allocation: Committed inventory
• ATP (Available to Promise): Future availability
• CTP (Capable to Promise): Production capacity

Allocation Rules

• Priority Rules
  • First come, first served
  • Customer tier priority
  • Channel priority
  • Geographic priority
  • Profitability-based

Order Documents

Document Generation

• Sales Documents
  • Quotations
  • Order confirmations
  • Proforma invoices
  • Tax invoices
  • Delivery orders
  • Packing lists

Document Delivery

• Email with PDF attachments
• Customer portal download
• WhatsApp document sharing
• API push to customer ERP
• Physical printing and mailing

Performance Monitoring

Order Metrics

Operational KPIs

• Order Processing Time: Order to shipment
• Perfect Order Rate: Complete, on-time, undamaged
• Order Accuracy: Correct items shipped
• Fill Rate: Orders fulfilled completely
• Backorder Rate: Items unavailable

Financial Metrics

• Average Order Value (AOV): Revenue per order
• Order Profitability: Margin analysis
• Shipping Cost Ratio: Shipping vs. order value
• Return Rate: Returns as % of orders
• Customer Lifetime Value: Long-term revenue

Real-Time Dashboards

Operations Dashboard

• Orders pending processing
• Current day shipments
• Delayed orders alert
• Warehouse capacity
• Courier performance

Management Dashboard

• Channel performance
• Geographic distribution
• Product velocity
• Customer segments
• Trend analysis

Integration Ecosystem

ERP Integration

• Financial Systems: Order to cash flow
• Inventory Management: Real-time stock updates
• CRM: Customer history and preferences
• WMS: Warehouse operations sync
• Production: Manufacturing triggers

Third-Party Services

• Payment Gateways: Multiple payment methods
• Tax Calculation: Automated tax determination
• Address Validation: Delivery accuracy
• Fraud Prevention: Risk assessment
• Insurance: Shipment protection

Mobile Capabilities

Order Management App

• For Operations Team

  • Order approval on-the-go
  • Status updates
  • Exception handling
  • Performance monitoring

• For Delivery Team

  • Route optimization
  • Proof of delivery
  • Cash collection
  • Failed delivery reporting

Compliance & Security

Data Protection

• PCI DSS compliance for payment data
• GDPR compliance for customer data
• SSL encryption for data transmission
• Role-based access control
• Audit trail for all changes

Regional Compliance

• Malaysian e-commerce regulations
• GST/SST tax compliance
• SIRIM certification for certain products
• Halal certification tracking
• MDEC MSC status compliance

Best Practices

Implementation Guide

1. Channel Setup: Configure all sales channels
2. Inventory Sync: Establish real-time updates
3. Workflow Design: Map order processes
4. Integration Testing: Verify all connections
5. Team Training: Comprehensive user training
6. Pilot Launch: Start with one channel
7. Gradual Rollout: Add channels progressively
8. Optimization: Continuous improvement

Success Factors

• Clear order policies and procedures
• Regular system performance reviews
• Proactive customer communication
• Efficient exception handling
• Data-driven decision making