What you will learn
- The order-to-delivery sequence
- Forwarding orders to suppliers
- Tracking and customer updates
- Handling delays and errors
- Tools and checklists
1. Confirm and check every order first
When an order arrives, verify the product, variant, quantity, and shipping address before forwarding it. Check for obvious errors, such as an incomplete address or a variant you no longer stock, and contact the customer promptly if something needs clarification. Forwarding an unchecked order turns a small question into a wrong delivery.
2. Forward orders promptly and in writing
Send the order to the supplier with all details in one written message: product, variant, quantity, customer name and address, and any special instructions. Written forwarding creates a record both sides can refer to, unlike a chat message that scrolls away. Confirm the supplier received it and note the expected shipping date, so you can follow up if it passes.
3. Get tracking and pass it to the customer
Once the supplier ships, obtain the tracking number and update the order in your store, which should trigger a shipping notification to the customer. Check that the tracking actually shows movement within the expected window; a tracking number that never updates is a problem to raise with the supplier early, not after the customer complains.
4. Communicate proactively about delays
If shipping slips, tell the customer before they ask, with a revised estimate and an honest reason. A short message sent early preserves trust; silence until the customer chases you destroys it. Keep the message factual and offer a clear next step, such as a refund option if the delay exceeds what the customer can accept.
5. Handle exceptions with a fixed process
For damaged, wrong, or missing items, follow the same steps each time: apologise, gather photos or details from the customer, raise the case with the supplier, and offer the customer a replacement or refund within your stated policy. A fixed process keeps exceptions from consuming your whole day and ensures customers are treated consistently.
Example: a daily fulfilment routine. Each morning, a store owner reviews new orders, checks addresses, and forwards them to suppliers in writing. Each afternoon, the owner collects tracking numbers, updates orders, and follows up on any shipment without movement. Each Friday, the owner reviews open exceptions and outstanding supplier replies. The routine takes under an hour on a normal day, and it means no order is ever forwarded late simply because it was forgotten.
Fulfilment when orders spike
Order spikes, from a promotion or a viral post, test a fulfilment workflow more than any normal week does, and the failure mode is usually the same: orders forwarded late, tracking updated late, and customers left uninformed. Prepare for spikes by defining a surge routine in advance: who forwards orders, how often tracking is updated, and what message goes out if shipping slips. A written surge routine turns a stressful week into a busy one.
After a spike, review what broke and fix it before the next one, because spikes tend to repeat once a store finds a channel that works. Common fixes are automating order forwarding, agreeing faster processing with suppliers, and preparing template messages for delays. Each spike should leave the workflow stronger, so the store's capacity grows with its audience instead of collapsing under it. Review the workflow itself every quarter, because a process that worked at ten orders a week may hide delays at fifty, and small adjustments made early prevent large failures later.
Frequently asked questions
What is a fulfilment workflow?
The repeatable sequence from receiving an order to delivering it: checking, forwarding to the supplier, tracking, updating the customer, and handling exceptions.
How quickly should I forward orders to suppliers?
As promptly as your process allows, ideally the same working day. Delays at this stage add directly to the customer's total wait.
Should customers get tracking for dropshipped orders?
Yes. Tracking lets customers follow their parcel without contacting you, and it reduces support messages significantly.
What do I do if tracking never updates?
Raise it with the supplier promptly, and inform the customer if the delay grows. Do not wait for the customer to complain before acting.
How do I handle a supplier who stops responding?
Follow up in writing, switch to your backup supplier for affected orders, and inform customers of any revised delivery estimate. Document the failure for future supplier decisions.