Fulfillment
Terms to be distinguished in Fulfillment
Order Fulfillment
Order fulfillment is a generic term for fulfillment, i. e. the processing of a customer order; typically regardless of the type of goods ordered.
Service Fulfillment
Service Fulfillment means a specification of order fulfillment with regard to the nature of the order. For example, the performance of a service by a delivery service.
Omnichannel Fulfillment
Omnichannel fulfillment refers to a cross-channel fulfillment of the order. Cross-channel means that different channels are used in the interaction between seller and buyer. For example, an online reservation by the customer for certain products to be picked up at a store of the seller (also called “Click & Reserve”).
Which process steps does fulfillment involve?
Fulfillment involves a variety of coordinated operational activities and processes. Among others, the following are attributed to fulfillment:
- Order acceptance
- Acceptance of reservations
- Acceptance of consultation dates
- Storage
- Storage compensation
- Picking
- Packaging
- Franking
- Dispatch
- Returns including disposal
- Supply of spare parts
- Repair including exchange of goods
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Picking
Picking is the process of removing goods from a warehouse shelf or a shelf in a store.
Ship-from-Store
Ship-from-store, from a seller’s point of view, means that retailers ship their goods directly from a store and not only serve their online orders through a central warehouse.
Click & Collect
Click & Collect refers to the possibility to buy goods online at a retailer’s online shop and then pick them up in a retail store.