Order management plays an important role in the whole online mall. It is related to the core of the whole sales link of the enterprise and the final transaction result of the user’s goods. Therefore, product managers and business managers should think and plan carefully during the whole life cycle from the generation of an order to the end of the transaction. Because the order system is the most complex, core and critical in the sales link of the entire e-commerce platform.

First, the role of the order system

1.1 For users

After placing an order, users can view the delivery status of the order, the status of logistics information and the after-sale process of the final transaction dispute in real time.

1.2 For merchants

Merchants manage order status, deliver goods in real time, deal with after-sales disputes, better and faster to meet user needs, improve processing efficiency, etc.

1.3 For platforms

In terms of platform operation, I supervise orders, deal with abnormal order information involving the platform, deal with disputes between demand and supply, provide business support, realize business closed loop, improve user value and improve user experience, etc.

Screenshot of the background of LIkeShop e-commerce

Generally speaking, the operation users of the order management background are the internal personnel of the company, but in fact, the needs of c-end users need to be supported. So in the design, the order management system needs to include two parts:

One is to be able to correspond with the operation of each scene of the C-end user in the whole order process; The other is to be able to meet the needs of relevant departments within the company, including finance, procurement, operations and so on. Ii. Relationship between order system and various business systems

(1) External system:

All the systems for external users of the enterprise are in this layer, including the official website and the C-terminal used by ordinary users, as well as the merchant background for merchants and the distribution system in various sales channels, such as the cooperation with the credit card center of the bank and the cooperation with wechat to expose the products of the enterprise on the platform of the partners. Such systems are at the forefront of customer engagement and are the bridgehead for companies to implement their business models.

(2) Middle and background management:

Each C-terminal business has a corresponding system module, such as the order system for managing platform transactions, the promotion system for managing preferential information, the product system for managing all products on the platform, and the content system for managing all contents displayed in the external system.

(3) Public service system:

With the development of enterprises, after the informationization construction reaches a certain degree, enterprises need to serve and platform general functions to ensure the rationality of application architecture and improve service efficiency. This type of system mainly provides basic service capability support for other application systems.

Core functions of order system

1. Content information contained in the order

In order to enable the order system to efficiently and accurately manage and track orders, orders will store a series of real-time order data about products, discounts, users, payment information and other information to interact with downstream systems, such as: promotion, warehousing, logistics.

Taking an order of a general B2C mall as an example, the information it contains is as follows:

Attention should be paid to the order type. With the continuous development of the platform business and the enrichment of categories and transaction methods, multi-dimensional classification and management of orders should be carried out. At the same time, the order type is conducive to the expansion of the order system. Each order type will correspond to a set of process and a set of status, easy to classify the order management and reuse.

Order creation:

After the user places an order, the system needs to generate an order. At this time, the system needs to obtain the commodity information involved in the order first, and then obtain the preferential information involved in the commodity. If the commodity does not participate in the preferential information, there is no such link.

Then obtain the account’s membership rights and interests. What should be noted here is the difference between preferential information and member rights. For example, the full reduction of goods is preferential information, and the full discount of SUPER membership is member rights and interests. Secondly, it is the superposition rules and priority rules of preferential activities.

The increase and decrease inventory rule refers to when the goods in the order are deducted from the inventory of the corresponding goods in the storage system. There are two mainstream ways at present:

Order inventory reduction – that is, when the user has placed a successful order to reduce the inventory quantity

Advantages: friendly user experience, simple system logic; Disadvantages: it will lead to malicious ordering or not buying after ordering, so that users with real demand can not buy, affecting the real sales volume; Solutions:

Set the order validity time. If no payment is made within N minutes after the order is successfully created, the order will be cancelled and the inventory will be rolled back. Purchase limit, with various conditions to limit the number of buyers to buy, such as one account, one IP, can only buy one; Risk control, judging from the technical point of view, shielding malicious accounts and prohibiting malicious accounts from buying. Payment to reduce inventory — that is, the amount of inventory is reduced after the user completes payment and feedback to the platform

Advantages: reduce resource loss caused by invalid orders; Disadvantages: Due to the time difference in the return results of third-party payment, the number of orders will exceed the inventory due to the successful payment of multiple users at the same time, and the shortage of inventory of merchants will easily lead to out of stock and complaints, and cost increase. Solutions:

Check the inventory again before payment, such as confirm the order to pay again, and friendly reminder of the inventory is insufficient; Add prompt message: prompt prompt on product details page and order step page for not timely payment, unable to guarantee stock, etc. To sum up, the two methods have their own advantages and disadvantages. Therefore, they should be considered in combination with actual scenarios, such as: seckill, panic buying, promotional activities, etc., and the way of ordering inventory reduction can be used. For products with large inventory and less concurrent flow, payment is used to reduce inventory.

Two ways to bring into the sales scene, related commodity type, promotion type, supply and demand relationship, flexible use, in order to give full play to the advantages of the computer system.

Order Payment:

After paying the order, the user needs to obtain the payment information of the order, including the payment serial number and payment time. The payment of the order is followed by waiting for the merchant to ship the order, but the shipping process may involve splitting the order depending on the business model of the platform.

Order splitting is generally divided into two kinds:

One is that the goods selected by users come from different channels (self-run and merchants, merchants and merchants); The other is to split the order at the SKU level: different warehouses, SKUs with different shipping requirements, package weight and volume limits, etc., need to split the order. Order splitting is also a relatively independent module that will not be described in detail here.

Order production: Order production is an overview of the process from the enterprise to the user. For example, in the e-commerce platform, merchants have a standardized delivery process, and the order content will be sent to the warehouse, which will make orders, pick up goods, pack goods, hand over express delivery for distribution.

Order confirmation: After receiving the goods, the order system needs to remind the user to evaluate the goods after the express has been signed. It should be noted here that confirmation of receipt of goods does not represent a successful transaction, but rather the beginning of after-sales service.

Order completion: Order completion refers to the status of X days after receipt of goods, at this time the order is not within the after-sales support period. At this point, the forward flow of an order is complete.

Three, how to design an order system

User order process is divided into: user order way (shopping cart/direct order purchase), order order, order generation check order status, transaction success or application for after-sales process, etc.

Background system logic: change order status, docking delivery, logistics, after-sales and final data statistics, etc.

2.1 Order placing: Order display information

User information: user account and level information; Order information: Order number, order status, order time; Product information: Specifications, product quantity, product price, product picture, product link: Discount information: coupons, integral virtual currency deduction, promotional activities; Payment information: Payment method, payment time, payment status, payment order number, total amount of goods, actual payment amount of goods, freight, deduction, promotional discount amount, total discount amount; Logistics information: logistics order number, logistics company, logistics status;

2.2 Order Generation: Order status

Different business types of goods order will have different order status, physical goods and virtual goods order status will be different;

Pending payment: the user initiates to submit the order, but has not yet paid, the status of pending payment order will also lock the inventory, we generally set timeout to automatically cancel the order;

Waiting for delivery: the user has paid, waiting for the merchant delivery process;

Waiting for receipt: the merchant has delivered the goods, waiting with me to protect you to receive the goods

Completed: After confirming receipt of goods, the order has completed the transaction process;

Closed: These order records are generated when payment times out and users cancel pending orders; (Note: After-sale refund orders do not appear here)

After-sales service: after the user initiates the application for after-sales service, the after-sales status here will also have a separate order flow state: application for refund, merchant reject, goods to be returned, goods to be received, merchant reject, waiting for refund, refund success;

Screenshot of the background of LIkeShop e-commerce

So after combing, we think about how to design the system page according to different order states.

For example, provide the user with an order details page, which contains the purchase user basic information, order number, order status, order time, product type, product quantity, discount or exemption, amount, delivery address, etc., and then provide the user with a [payment] function in the page;

Users after the success of the [payment], can enter into an order complete page, which can include handing out of the order information (not to deliver goods, delivery), logistics information, logistics companies, logistics single number, logistics tracking, etc.) and payment information (such as: payment order, payment amount, payment and payment time, etc.).

…

Therefore, in the design process, we can actually design multiple order states on one page or separate them according to the design situation and business requirements, as long as the life cycle of the order can be reasonably expressed.

conclusion

Order management is a part of logistics management and the core part of e-commerce system. It carries the record of the whole process of service and customer interaction. The information interaction between the order system and each module is complex, which requires strong logical thinking ability. For product design, logic is far more important than specific prototype diagram page, and there are many problems to be considered.

The specific interface of the order system is very different in different business models. You can refer to the order system of different business types and master the most important knowledge point is the most important.

The ideas involved in the article are reflected in LikeShop open source e-commerce. Public account: LikeShop Technology Community

Public account: LikeShop Technology Community

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(Keywords: PHP mall, open source mall, product design, mall design, open source e-commerce)