A Complete Guide to Best Practices in Improving Order-Related Customer Service

03/03/2024

This article will thoroughly review the best strategies, techniques and approaches that sellers can implement to improve service quality & maintain customer expectations for orders and delivery at Shop | Tokopedia.

Before determining a strategy to improve customer service, let's first find out about the types of cancellations and how to deal with them!

Cancellation Type

Cancellation Type	Information	Do
Cancellation by Seller	Stock shortage Product damage for certain stocks	Stock updates regularly using special operational manpower
Automatic Cancellation	Orders have not been arranged for delivery after three (3) business days from the date the order was made; or The order is ready to be shipped but has not been submitted to the logistics provider within five (5) working days from the date the order was created.Read More: Understanding Automatic Cancellation	Make sure all orders are arranged for delivery immediately after, and ensure: The order status is changed to "To be Shipped - Awaiting Pickup" status in Seller Central within three (3) business days from the date the customer placed the order. Orders are submitted to our logistics provider within five (5) working days from the date the order is placed.
Cancellation Logistics Obstacles	Shop \| Tokopedia received notification from the logistics service provider that the order had been lost or damaged during delivery, Shop \| Tokopedia will cancel the order automatically. Read more: Guidelines for Order Cancellations, Order Returns, and Refunds	Always monitor delivery updates from logistics, contact customers regarding logistics problems

Once you know the type of cancellation, do this to ensure customer service regarding your order improves!

Maximize the Chat Assistant

Do this!

Activate Chat Bot & Answer Recommendations
Manage FAQ (edit or add new FAQ according to the seller's store situation)
Provide a “Chat Welcome” as the first reply to customers

This is the function you can get if you activate these 3 things:

Answer Recommendations & Chat Bots

Providing recommended answers so that customer service agents can answer general questions quickly without having to retype them, that way, customers don't have to wait long and work efficiency increases.

Chat Bot will help reply to customer questions outside of seller working hours

Prevent Late Delivery

Sellers need to ensure that each order is delivered according to a predetermined schedule to provide a pleasant shopping experience for all customers. This is the best practice!

Sellers must actively monitor order status in Seller Center. This includes updating the order status to "In Delivery" within the specified time, both by the seller and by the Shop | logistics service Tokopedia.

There is a set time period for sellers to complete order delivery. For example, if the seller uses self-shipping, the order must be shipped to the customer and the order status updated within 12 calendar days after the order is created (Seller Delivery)

If the rate of delivery delays is high, Shop | Tokopedia may impose an Order Volume Limit (OVL) as a corrective action. Sellers need to understand that these consequences can motivate them to ensure on-time delivery.

Sellers are encouraged to keep their Late Delivery Rate below 10%. If you exceed this limit, Shop | Tokopedia can enforce Order Volume Limits (OVL) to help sellers fulfill orders more efficiently.

Order Status Monitoring
Delivery Time Compliance
Consequences of Late Delivery Rates
Late Delivery Rate Limit

Read more:

FAQ:

How to monitor order status effectively?

Sellers must actively monitor order status in Seller Center and ensure timely "In Delivery" order status updates.

What to do if TikTok Shop receives a notification that an order is lost or damaged during shipping?

Shop | Tokopedia will cancel the order automatically.

How does OVL help sellers with late delivery rates of more than 10%?

OVL imposes a limit on the maximum number of orders a store can accept each day as a measure to help sellers fulfill orders more efficiently.

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