What Is the Order Fulfilment Process?

What actually happens after a customer clicks “buy”? Well, MCF is here to give you a breakdown of the order fulfilment world – the unsung hero of online commerce that delivers your product to the customer’s doorstep.

With years of experience serving leading retail clients, we are about to explain the process so you know exactly what happens when a customer makes a purchase.

Read below to become an expert in the order fulfilment process.

Why Does Order Fulfilment Matter?

Order fulfilment directly impacts customer satisfaction. Not hitting your fulfilment targets? You’re probably not winning your customers in a highly competitive field.

An efficient process includes timely deliveries, minimal errors, affordable methods, and increased repeat purchase potential.

Most customers are willing to pay more for fast delivery, while delayed packages are the top frustration.

As a business owner, a seamless fulfilment process saves time and money while increasing brand trust.

The 7 Steps in Order Fulfilment

So, what does the process involve? Order fulfilment is not as straightforward as packaging and sending. Let’s break it down.

1. Order Processing

Once a customer places an order, the journey begins. The process is now in motion. Your system will confirm the order and prepare it for the fulfilment process.

Your fulfilment centre will prioritise speed and accuracy for your customers’ packages. Orders are processed using advanced software, which saves time and reduces errors.

2. Inventory Management and Receiving Goods

Now, regardless of whether you’re processing in-house or outsourcing to a 3PL, received goods are checked, logged, and entered into the Warehouse Management System so they are visible to picking staff.
Picking

Next, the ordered goods are located and retrieved.

Top fulfilment centres like MCF use advanced software to optimise the picking process and accuracy. This also reduces the likelihood of picking errors.

3. Picking

Next, the ordered goods are located and retrieved.

Top fulfilment centres like MCF use advanced software to optimise the picking process and accuracy. This also reduces the likelihood of picking errors.

4. Packing

Items are carefully packaged according to size, weight, and specific instructions. It’s important to choose protective materials to reduce damage and shipping costs.

Efficient teams will reduce mistakes and improve the overall delivery speed.

Another consideration is specialised packaging. Do you want to use sustainable materials or branded packaging?

Both can be a strong marketing tool when used effectively.

5. Shipping

Once packaging is complete, orders are labelled and sorted before the handover to your chosen courier. Here, a top fulfilment partner can negotiate bulk discount rates to save you money.

Additionally, environmental considerations can be met with certain couriers, using fuel-efficient routes and delivery methods that reduce carbon footprints.

Another consideration is the delivery method. Standard, express, and next-day delivery expectations must coordinate with courier capacities.

Without this coordination, you could lose many customers in a fiercely competitive UK market.

6. Tracking and Customer Communication

Visibility and transparency directly build trust. Today, customers expect live updates throughout the entire process, especially during the shipping phase.

Frequent automated updates and live tracking reduce customer support queries, saving your team time.

7. Delivery and Feedback

Once the item has been delivered, your process is successful.

But it’s not over yet.

Capitalising on post-delivery feedback helps you streamline your process and improve future customer experiences.

Reviews also strengthen your brand’s social proof, a key tool you must use to boost future conversions.

Always aim to evolve and improve in a competitive market.

In-House vs. 3PL vs. Hybrid

We get this question all the time: Can I handle my fulfilment in-house, should I partner with a third party logistics provider, or can I do a mixture of both?

While there isn’t a single solution, the model you choose depends entirely on your business stage and the product type. Here is a breakdown:

Self-Fulfilment

Ideal for a very small business or startup. You may pack orders in your own space, like a garage or your living room. This way, you have complete control over the process and peace of mind.

However, as your order volume grows, this can become overwhelming and impact your customer experience through delayed fulfilment processes and a spike in errors.

Eventually, this takes away valuable time that could be spent on sales and marketing.

Third-Party Logistics (3PL)

Now, this method automates the manual process. A 3PL manages your stock, inventory, picking, packaging, shipping, and storage, all under one roof.

By far, the biggest advantage is the scalability potential and in-house expertise. You gain access to experienced professionals, advanced software, and automated systems, without the overhead.

Are you targeting quick growth? Facing seasonal spikes? Want to sell your product internationally? A 3PL is the fast lane ticket to scalability.

Hybrid Fulfilment

In this scenario, you may fulfil valuable products in-house, as this can maintain a personalised touch for effective marketing while outsourcing the bulk to a 3PL.

This is a flexible approach that allows you to adapt quickly to seasonal spikes without an overload or panic.

Finding the Right Approach

While selecting the right model for your business at the right time can be confusing, it’s also the difference between stagnated growth and sustainable success.

Some of the world’s biggest brands started with self-fulfilment. But once the brand really explodes, orders spike, and they hit a tipping point.

Logistics starts to hold them back.

Market Trends

Fulfilment is always changing, so you may find it difficult to keep up. Here are the current trends shaping the future of fulfilment:

Customer Expectations for Speed

The need for speed is real. In fact, same-day and next-day delivery are now the bare minimum, especially in cities and urban areas.

With modern-day conveniences, customers expect almost instant delivery. If your delivery options don’t meet the consumer expectations, they will purchase from your competitor.

Sustainability

Customers increasingly expect sustainable, eco-friendly packaging and carbon-conscious delivery methods.

In fact, it’s central to purchase decisions.

Are you a sustainable brand? You must begin optimising your fulfilment process to meet customer expectations.

Technology and Automation

With AI bursting onto the scene, advanced warehouses are using technology to streamline their process, reduce errors, and optimise fulfilment duration.

Without advanced technology, your business could fall behind.

Multi-Channel Sales

How many eCommerce platforms do you know of? Think Shopify, Amazon, eBay, TikTok Shop, WooCommerce, and many more.

It’s safe to say, the options are endless. Your fulfilment process must integrate seamlessly across all platforms for a successful operational flow.

Why Choose MCF?

Yes, outsourcing your fulfilment is a daunting step. So choosing the right partner could be critical to your success. Here is what puts MCF above the rest:

• Expertise – Years of experience to create an accurate, fast and flexible system.
• Scalability – Our infrastructure scales with you, without you incurring extra costs.
• Tech Transparency – Plug seamlessly into your eCommerce platforms, giving your customers delivery insights and peace of mind.
• Tailored Solutions – We tailor our approach to revolutionise your fulfilment process and meet the expectations of your customers.
• Local Expertise and Global Outreach – We understand the UK and global markets, helping you scale internationally and save money on cross-border solutions.
• Customer-Centred Culture – We make you look exceptional. Every order represents your brand and boosts customer satisfaction.

When you partner with MCF, you gain a strategic growth partner that helps you deliver your promises and win loyal customers.

Start Your Path to Stronger Fulfilment

Are you ready to make fulfilment your number one growth channel this year? Don’t let poor systems and in-house management restrict your growth. Get a FREE quote from MCF and start scaling with a seamless fulfilment process.