It's natural to prioritise the end goal. Like, you order something online, and you only care about getting it in your hands.
However, for eCommerce businesses, what really counts is the behind-the-scenes process of order fulfilment.
From the moment a customer clicks the "Order" button to the processing and delivery of their package, the order life cycle traverses multiple stages. While reducing the order cycle time enhances order fulfilment efficiency, keeping customers informed about their order fulfilment status is equally essential. One crucial order status in this regard is "Awaiting fulfilment."
Awaiting fulfilment indicates that the online order has been received and acknowledged by the seller but has not yet been processed for shipping.
This blog will explain everything you need to know about awaiting fulfilment and its significance in efficient order fulfilment.
What Does Awaiting Fulfilment Mean?
When an order is marked as "awaiting fulfilment," it means an online order has been verified and payment is received by the seller but hasn't yet been prepared for shipping.
In simpler terms, the order is waiting to be picked, packed, and shipped to the customer. This step typically happens after payment confirmation but before the order is given to a shipping carrier.
To understand the process of an order status awaiting fulfilment, let's break down the typical stages an order goes through:
1. The customer places an order, and payment is processed. The seller acknowledges the order and adds it to the fulfilment queue.
2. The order is then forwarded to the retailer's 3PL provider.
3. The order is being prepared for shipment. This involves picking items from the warehouse, securely packing them, and creating shipping labels.
4. The order has been handed to the shipping carrier and is on its way to the customer.
5. The order is with the local delivery driver and will be delivered soon.
6. The order has successfully reached the customer.
When the customer's order status reads "awaiting fulfilment," the order status typically falls between step 2 and step 3.
At PACK & SEND, our sophisticated order fulfilment technology integrates with your online store, ensuring prompt processing even during the awaiting fulfilment stage.
Once the order is placed on your website, our system quickly queues it for processing. We prioritise picking, packing, and preparing the order for shipping, expediting the process even before it's handed over to the shipping carrier.
With our cloud-based platform, you get complete visibility into your fulfilment orders. You'll know precisely when they're received and queued for processing, giving you the power to stay updated and meet customer expectations.
With our real-time inventory tracking, you'll always know your stock levels. This helps you avoid overstocking and understocking, making restocking decisions easier.
Upon order placement, we automatically generate a unique tracking link for your customers. This link lets them monitor their order delivery in real-time, enhancing their overall shopping experience.
With our advanced technology, we strive to provide an exceptional eCommerce journey, even during the awaiting fulfilment stage, fostering customer satisfaction and loyalty.
How Long Does Awaiting Fulfilment Take?
The duration of the awaiting fulfilment stage can vary depending on several factors. The specific policies of the online retailer, the volume of orders being processed, the efficiency of warehouse's fulfilment operations, and the item's availability, to name a few.
Usually, awaiting fulfilment lasts for 48 to 72 hours. Some retailers ship orders on the same or the next business day to prioritise fast processing and shipping.
However, for other retailers or during peak periods such as holidays or sales events, the awaiting fulfilment period may be longer due to increased order volumes and potential processing delays. It's not uncommon for orders to remain in the awaiting fulfilment status longer in such situations.
Beyond Awaiting Fulfilment: A Closer Look At Various Order Fulfilment Statuses
Checking an order status before fulfilment might show one of the following order fulfilment statuses:
1. Submitted for Fulfilment
This update confirms payment acceptance, verification, and the transfer of order details to the logistics partner, signalling that the order is on its way to fulfilment.
2. Pending Fulfilment
This is where the eCommerce business's logistics partner takes on the fulfilment request and starts to pick and pack the products. But remember, the fulfilment process still needs to be finished.
3. To be Shipped
It means the order has been packaged and is ready to be shipped to the customer.
4. To be Picked-up
It indicates that the customer must collect the order from a designated pick-up outlet.
5. Partially Shipped
This fulfilment status means that only part of the order has been sent. This typically occurs when some items are out of stock, so the shipment is divided. The remaining items are usually shipped later to fulfil the order completely.
6. Shipped
This indicates that the order has been dispatched safely via a courier service company.
7. Delivered
It means the customer has received the shipment or is awaiting pick-up. Despite all the precautions by the carrier, delivery exceptions can occur for various reasons, such as customs clearance delays or weather conditions. Ecommerce companies should prepare for these and maintain open communication with customers.
Top 3 Reasons for Awaiting Fulfilment Status
The "Awaiting fulfilment" phase usually moves swiftly due to efficient logistics. However, delays may occur if there are product shortages or other issues. Although typically brief, prolonged awaiting fulfilment status might signal underlying delays.
Let's explore potential reasons for orders lingering in this stage.
1. Inventory Management Issues
After your customer places an order, our logistics team starts preparing and packing it. However, if there's a delay, it's likely due to high demand. If the status stays the same for a few days, it means the items are out of stock due to improper inventory management.
In such cases, we may need to await replenishment from suppliers or place the item on backorder. Customers ordering backordered items should expect the awaiting fulfilment phase to potentially last for days or weeks.
For eCommerce businesses, it's essential to communicate potential delays to customers and manage their expectations during the awaiting fulfilment phase.
2. Product Customisation
If the customer has requested a customised product, the seller must make additional production efforts before shipping. As a result, buyers may experience a prolonged awaiting fulfilment status, potentially lasting for months before the order status changes.
3. Warehouse Operations
The location of inventory in the warehouse directly impacts order fulfilment speed. Poor placement or difficult access slows the process, leading to awaiting fulfilment status.
Additionally, communication gaps among warehouse staff or other departments cause order processing delays. If essential information about orders is not relayed promptly, it can prolong the awaiting fulfilment status.
In such a situation, outsourcing to a 3PL expert like PACK & SEND, providing order fulfilment solutions and inventory management software, could be a lifesaver.
PACK & SEND handles everything from unloading containers and repalletizing to coordinating short or long-term storage, ensuring your inventory management is efficient and secured.
Our logistics services team performs stocktaking and reporting, informing you about stock levels, costs, and order fulfilment. As your business expands and requires offsite storage, PACK & SEND offers 3PL warehouse storage solutions.
This, along with our extensive network of shipping partners and distribution facilities, guarantees that you achieve your retail planning objectives profitably.
Managing Customer Expectations During Awaiting Fulfilment
In a world where 52% of customers switch to competitors after a single bad experience, online businesses must prioritise exceptional customer experiences. One crucial way to achieve this is to manage customer expectations while awaiting fulfilment.
Here's how:
1. Clear Communication:
Set transparent delivery timelines and keep customers informed about their order status. For instance, send an email confirming the order receipt and another when the order is shipped, including tracking information.
2. Proactive Updates:
Anticipate delays and inform customers promptly. If an item is out of stock, notify customers immediately and provide an estimated restocking date.
3. Offer Solutions:
Provide alternatives for customers facing delays, such as offering a discount on future purchases or upgrading shipping at no extra cost. This shows customers that you value their satisfaction and are willing to make amends.
4. Provide Excellent Customer Support:
Ensure prompt and helpful customer support to address any concerns or inquiries regarding order status. For instance, offer live chat support on your website or provide a dedicated customer service email address.
5 Ways to Optimise Your Order Fulfilment
Once you understand the meaning of "awaiting fulfilment," you can implement strategies to optimise your order fulfilment and attract more customers. Below, we've listed some ideas to assist you:
1. Maintain Accurate Inventory
Keeping accurate inventory for smooth supply chain management is a no-brainer. Accurate, real-time inventory reports empower retailers to efficiently process orders and provide honest customer updates regarding product availability or potential delays.
Maintaining inventory accuracy is essential for effectively implementing Just-in-Time Delivery and Available to Promise (ATP) Inventory practices in eCommerce order fulfilment. It allows businesses to minimise waste and align inventory levels with customer demand, enhancing operational efficiency.
2. Anticipate Fluctuations With Demand Forecasting
Efficient inventory planning is essential for enhancing customer satisfaction and minimising time spent on awaiting fulfilment. Forecasting is key in inventory management, offering insights into reorder points, SKU movement, and inventory restocking.
Anticipating shifts in customer demand, particularly during peak periods like the holiday season, allows retailers to manage order volumes effectively. This helps avoid backlogs during high-demand periods and prevents overstocking during slower times.
3. Automate Your Order Fulfilment Workflow
Automating processes is a savvy strategy for eCommerce businesses to save time and resources. Automated order processing and automated shipping, for example, utilises technology to expedite order fulfilment seamlessly, eliminating the need for manual intervention.
Automating various tasks, from processing orders to managing deliveries and updating the "awaiting fulfilment" status, streamlines them. Businesses can effectively track and manage all pending orders from a centralised platform by automating these processes.
Furthermore, automation empowers sellers to monitor individual customers and analyse their purchasing behaviour efficiently.
4. Enhance Your Post-Purchase Journey
Even with an exceptional eCommerce website and seamless checkout process, your brand risks losing customers permanently if the post-purchase experience falls short.
To mitigate this, focus on enhancing post-purchase activities to minimise "awaiting fulfilment" times and expedite deliveries. You can outshine competitors and refine your "pending fulfilment" timeline by—
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Keeping customers informed about their order status.
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Offering assistance with tracking orders, resolving issues, and handling product returns or exchanges efficiently.
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Partnering with reliable shipping carriers to ensure timely and hassle-free deliveries.
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Engaging with customers after their purchase to gather feedback and improve the shopping experience.
5. Integrate Data Across Systems
Managing order fulfilment across various systems, particularly with third-party involvement, can be daunting for retail businesses. Yet, data synchronisation across these systems provides a straightforward solution.
Syncing data ensures seamless workflow across fulfilment-related systems, keeping all stakeholders informed. This eliminates bottlenecks and facilitates swift resolution, reducing downtime and enhancing order fulfilment efficiency.
Conclusion
In a world where consumers only want the best, retailers must strengthen their supply chains for top-notch online shopping experience. However, prolonged "awaiting fulfilment" messages can dampen customer excitement and confidence in your eCommerce brand.
Thus, it is essential to optimise order fulfilment and swiftly deliver packages to maintain customer interest and trust.
As technology transforms eCommerce, logistics partners like PACK & SEND are crucial for brands to not just survive, but succeed.
In the current eCommerce landscape, we at PACK & SEND have honed in on a crucial insight: prioritising speed to keep brands relevant and top-of-mind. By recognizing the importance of efficient same-day delivery and micro-fulfillment solutions, we've become an essential partner for Australia's eCommerce brands across various sectors.
Ready to upgrade your order and customer fulfilment? Contact us to discover how PACK & SEND can meet your unique retail needs. Contact us today to learn more!
Frequently Asked Questions (FAQS)
What is awaiting fulfilment?
"Awaiting fulfilment" indicates that the seller has received and acknowledged an online order, but it has not yet been processed for shipping. It represents the stage between order placement and shipment preparation.
How long does the awaiting fulfilment take?
The duration of the awaiting fulfilment status can vary depending on factors such as order volume, product availability, and business operations. Typically, it lasts 48 to 72 hours, but this may vary.
How can I manage customer expectations during the awaiting fulfilment phase?
To manage customer expectations effectively, clearly communicate the order status and anticipated delivery timeline. Proactive updates and assistance can help alleviate concerns and build customer trust.