Introduction to Tiki and operation model
Cross-border operation model
A model which Seller is responsible for goods from the seller’s warehouse, process orders including but not limited to, packaging, warehousing, transporting, conducting import and export and customs clearance and paying of all required taxes and duties for goods until goods are delivered to customers in Vietnam. Tiki is responsible for providing E-commerce platform services for sellers.
Seller works and signs the contracts directly with chosen 3pls by itself (under the list of 3pls designed by Tiki and such list can be changed from time to time) and ensures the quality of operations required by Tiki.
Seller is responsible for ensuring that the quantity of goods in stock corresponds to the number of goods updated on Seller Center.
After buyers place an order, the usual fulfillment process involves (4 Step):
(Step 1 to Step 3)
Step 1: Confirming order
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“Confirm order”, please input Order Number and Click “Confirm” & Tiki sends order information to the Customer via registered Customer’s email (Immediately after Seller confirms order)
Step 2: Packing Order
- Packing Order & Print and stamp “Label” outside the package
Note: Seller is responsible for confirming and packing the Goods in accordance with Article 5 Operating Policy of The e-commerce trading floor Tiki.vn for Cross border seller (14-QDCS-MP) within 4 (four) working hours (according to the time zone in Vietnam) from the time the order goes “Awaiting confirmation”. In the event that Seller does not comply with the commitment on handling orders, Tiki applies a range of sanctions according to 23-QDCS-MP The operating model policy for Cross Border Seller.
More detail: Link
Operating Policy: Link
Step 3: Shipping Order & Update Order Status
- Make sure your order will be delivered to customers
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- China market: 5 – 12 days since the order is created
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- Taiwan market: 10-14 days since the order is created
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- Korea market and others: 10-14 days since the order is created
- The shipping partner synchronizes the system with Tiki and updates the order shipping status (According to the shipping progress of the order on the 3pls system).
Step 4: Checking Statement
More detail: Link
1. Regulations
In order to perform well while doing your business on Tiki Marketplace, you have to ensure the following regulations:
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Take responsibility for goods from the seller’s warehouse, process orders including but not limited to, packaging, warehousing, transporting, conducting import and export and customs clearance and paying of all required taxes and duties for goods until goods are delivered to customers in Vietnam.
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Comply with regulations on security transactions for goods
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Commit to pack and preserve goods in accordance with Tiki’s packing regulations for goods in section 5 of Operation policy of The E-Commerce Platform Tiki.vn for Cross Border Seller.
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Understand and follow regulations of OVL (Order volume limit). Learn more: here
2. Operational metrics
|
Metric Name |
Formula |
Aimed Target |
|
Cancellation Rate (due to sellers’ fault) |
Cancellation Rate = (Total number of orders cancelled due to the seller’s fault/Total number of orders received in the last 1 week) x 100%. |
<= 2% |
|
On-time Fulfillment Rate |
On-time Fulfillment Rate = (Total number of on-time fulfillment orders in the last 1 week/Total number of orders received in the last 1 week) x 100% |
>= 97% |
To check if your store is performing well and complying with the target for Operational Metrics. Please login to the Seller Center > Growth Center > Operational Metrics.
From this report, you will be able to view variable values such as Cancellation rate, On-time fulfillment rate, Return rate, Product rating and Customer interaction metrics (including Chat response rate and the Average response time).
