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India Ecom Website

India Ecom - Order splitting issue

Customers on an Indian e-commerce platform were experiencing anxiety due to receiving split shipments without prior notification. Analysis revealed that 40% of orders with more than one product were being split. The company identified customer pain points, such as not being informed at the time of order placement or shipping about split shipments, which led to panic and increased customer support queries. To address these issues, the company plans to improve communication by integrating notification systems with Unicommerce and revising the logic behind order splitting. The proposed solution includes triggering WhatsApp communications to inform customers about split orders at the moment of splitting, when the first shipment is labeled and when the second shipment's tracking ID is generated. This aims to improve transparency and customer satisfaction.

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Problem Context :

Lots of our users ordering from our Indian ecom website were getting their orders in multiple shipments. The worst part is they were not aware that their order is divided into 2 shipments, hence when they receive the first order with less items than they actually ordered -they get anxiety as they don’t know if they have been cheated or don’t know how to resolve this situation. We dug deeper into this problem in the following sections

Quick Analysis shows 40% of our orders in which number of products were more than 1 are being split.

That is alarmingly high/

Order Splitting Analysis

Order Splitting Analysis

From Jan 16 to March 18

Total number of orders

number of orders which were split

Orders with more than 1 product

% of orders that were split which had more than1 product

January

1,777

365

825

44.24%

February

2,697

314

794

39.55%

March

999

115

324

35.49%

Since Launch

5,473

794

1,943

40.86%

There are no rows in this table

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Customer Pain Points :

Customer on placing an order - gets a successfully order placed message and is not intimated if their order is split into 2 shipments or not

Customer gets order shipping message only once - refer to image below. And when they receive few products out of their entire list - This creates customer anxiety and panic. Then they start pinging the customer support

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Steps Ahead :

Find a way to communicate to customers that their order is split as multiple shipments as soon as their orders get split in Unicommerce - Check with limechat how we can integrate them to Unicommerce. Also check if there is any other tool or method by which we can send notifs from UC

Check logic of the rule set in unicommerce & find loop holes which might be causing 40% of orders being split. Is it genuine or an issue with the rule set?

Rules set in Unicommerce

If order is placed from Kerala, It will go on to be fulfilled from Cochin

If order is not placed from Kerala, product availability will be checked in Hubli

if present in Hubli then hubli

If part of the order is present in Hubli & other in Kerala - It will be split

If order is present only in Kerala - then it will be shipped from Kerala

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Solution :

We need to trigger whatsapp comms for the below mentioned triggers.

Best case : We trigger comms for all the 3 proposed triggers

Good case : Atleast we trigger comms for 2nd & 3rd proposed triggers

Proposed Trigger 1: The moment an order gets splitted in Unicommerce (This happens within 10-15 mins from the time order is placed)

Proposed Trigger 2,3 : When Unicommerce marks the order as “partially fulfilled” and it gets reflected on Shopify (This happens when folks in warehouse generate a label for order which contains tracking ID- This happens around 1pm in Kerala, before 1pm & before 3pm in Hubli)

Trigger

Existing Trigger/ Proposed Trigger

Message

Implementation timeline

At what point after order placement is this event get triggered?

When order is placed

Existing

regular order confirmation msg - doesn’t talk anything about order getting split

Immediately after order is placed

When order is split in Unicommerce

Proposed trigger

Hey there! To speed things up, we’ve split your order into 2 shipments ✅ This way, you won’t have to wait for everything to be ready before we ship!

Tracking details for both packages will be shared with you shortly.

Thanks for being part of the Kerala Ayurveda family 🌱

will take time as limechat to be integrated with unicommerce and we are talking with both the parties to get the know-how and do the implementation

10-15 mins from the time of order placement

Shopify - Marked “Partially Fulfilled”

When tracking id is generated for shipment 1

Proposed trigger

Hey! Your order is on the way – shipped in 2 parts 🚚📦 To avoid delays, we’ve sent out the available items first so you can get started sooner!

Part 1: Already on its way – track it here: [Insert Tracking ID] Part 2: The remaining item(s) will follow shortly. We’ll update you once it’s shipped.

Thanks for choosing Kerala Ayurveda 🌿

can be done immediately, as its triggerred on shopify event

This happens when folks in warehouse generate a label for 1st shipment of the order which contains tracking ID- This happens around 1pm in Kerala, before 1pm & before 3pm in Hubli

When tracking id is generated for shipment 2

proposed trigger

Hey! Good news 🎉 The remaining item(s) from your Kerala Ayurveda order have been shipped!

Track your package here: [Insert Tracking ID]

Thanks again for your patience and for being a part of our wellness community 🌿

can be done immediately, as its triggerred on shopify event

This happens when label is generated for second shipment

Delivery

existing trigger

order delivered message

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