Cross-border operation model

A model in which an identical Seller is in charge of the goods from the Seller’s warehouse, process orders including phases from packaging, warehousing, transporting, importing/exporting, preparing customs clearance and paying off all  duties and required taxes on the goods until they are delivered to Vietnamese customers. Tiki is responsible for providing e-commerce trading platform services (product listing, product marketing, etc.) for Sellers.

Each seller directly interacts, signs needed contracts  with 3PLs that the Seller chooses (in the Tiki designed list of 3PLs ) and guarantees to meet the Operation quality as 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

  • “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
    • China market: 5 – 12 days since the order is created
    • Taiwan market: 10-14 days since the order is created
    • 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

  • Step 1: Log in Tiki Seller Center

  • Step 2: Click “Growth Center” > Click “Operational Metrics”

Metric

Metric Name

Description

Return Rate

Return Rate by Seller

= Total number of items returned by sellers’ fault in last month / Total number of items the seller delivered successfully in last month X 100%   

 

Items returned by sellers’ fault are counted when the seller confirmed their fault – Updated on RMA ticket.

Items the seller delivered successfully means the items belong orders updated “delivered successfully” status

Cancellation Rate

Cancellation Rate by Seller

= Total number of orders canceled by sellers’ fault in last month / Total number of orders the seller received in last month X 100%

Canceled orders are counted as Seller’s fault in case:

  • Goods are “Out of stock” 

  • The sellers set wrong price for Goods

  • The sellers fail to confirm orders, late, confirmation packing late or transfer orders to 3PLs late as regulations cause Tiki to cancel orders.

Total number of orders the seller received means the total number of orders created including canceled orders by Seller or Customer.

Late confirm Rate

Late confirm Rate

= Total number of order  confirmed late in last month / Total number of orders the seller received in last month X 100%

Orders confirmed late mean the orders Sellers do not confirm the orders within 4  working hours since order created.

Total number of orders the seller received means the total number of orders created including canceled orders by Seller or Customer.

Late delivery Rate

Late delivery Rate

= Total number of orders delivered late in last month / Total number of orders the seller received in last month X 100%

Orders delivered late mean orders Sellers ship orders later than the Promise Delivery Date applied to each location.

Total number of orders the seller received means total number of orders created including canceled orders by Seller or Customer.

Metric

Target

Return Rate

Less than or equal to 2%

Cancellation Rate

Less than or equal to 2%

Late confirm Rate

Less than or equal to 2%

Late Delivery Rate

Less than or equal to 15%

If Seller fails to meet one of four targets, Tiki will handle violations as bellow:

 

1st time

2nd time

3rd time

Violation Policies

Warning by email 1st

– Warning by email 2nd

– Seller is required to do the test for understanding the Policy

– If Seller did not do the test or the result of the test was lower than 7 with maximum 10, Seller would be limited to listing new SKU, limited display in campaigns within a month.

Close store temporarily in 2 weeks.
Conditions applied

– Seller operated more than 60 days (from the date seller  received the first order) OR

– Seller received more than 100 orders within 60 days (from the date seller  received the first order)

– Seller was warned 1st

– Seller fails to meet one of four targets

– Seller was warned 2nd
– Seller fails to meet one of four targets