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The Customer's journey

Product discovery: A customer browses your online store, marketplace listings, or social media pages to find a desired product.
Add to cart: The customer selects products, chooses options like size and color, and adds them to a virtual shopping cart.
Checkout initiation: The customer proceeds to the checkout page to begin the purchase process.
Information entry: The customer provides the necessary information to complete the purchase:
- Account or guest checkout: The customer either logs into an existing account or checks out as a guest. Offering a guest checkout option can reduce cart abandonment.
- Billing and shipping information: The customer enters their name, shipping address, and billing address. Address autofill features can improve the user experience.
Shipping method selection: The customer chooses from the available shipping options, such as standard, expedited, or express shipping.
Payment processing: The customer selects a payment method and enters their payment details. Your e-commerce platform processes the transaction through a secure payment gateway.
Order confirmation: The customer reviews their order details one last time and confirms the purchase. An automated email is sent to the customer with their order summary, payment confirmation, and estimated delivery date.

Your business's fulfillment process

Order received and verified: Your e-commerce system or Order Management System (OMS) logs the new order, reserves the items in inventory, and verifies that the payment was successful.
Order sent to warehouse: The validated order is sent to the warehouse or fulfillment center. Automated systems streamline this step, but smaller businesses may manually send order details to their warehouse team.
Picking: Warehouse staff receive a "pick list" for the ordered items. They locate and retrieve the products from their storage locations.
Packing: The items are taken to a packing station, where they are securely packaged in appropriate boxes or mailers. The package is sealed and a shipping label with the customer's address is affixed.
Shipping: The packaged order is handed over to a designated shipping carrier (e.g., FedEx, UPS). The carrier scans the package, updating the order status to "shipped" and generating a tracking number.
Order tracking: The tracking number is sent to the customer via email, allowing them to monitor the package's progress in real-time.
Delivery: The carrier delivers the package to the customer's specified address, concluding the delivery cycle unless a return is initiated.
Post-delivery support: Your customer service team handles any issues that may arise after delivery, such as returns, exchanges, or complaints.