Introduction

In today's highly competitive global market, the quality of logistics services has a direct impact on a company's operational efficiency and customer satisfaction. As a leading professional logistics service provider, ChinaDivision is committed to providing customers with systematic and efficient order fulfillment services. From initial marketing to final order placement, from every stage of logistics operations to the recipient's final signature, every link is seamlessly connected to ensure that every order is completed smoothly and meets customer expectations. To enable users to complete logistics fulfillment more efficiently using ChinaDivision, we offer two order placement modes: staff order placement and customer self-service order placement. Additionally, we offer professional answers and solutions to order-related questions. When encountering order-related inquiries, our customer service team will employ a detailed and traceable process, combined with dedicated personnel, to promptly and accurately answer customer questions and resolve issues, ensuring reliable support throughout the entire logistics process. This article first introduces ChinaDivision's complete business operation process, followed by a detailed guide to customer self-service ordering and other important system query instructions.

Order business process

Processes at each stage

Sales Department: Confirming completed transactions, determining customer levels, and developing logistics plans.

Customer Service Department: Maintaining customer relationships, confirming information, and synchronizing information (including pre-sales, sales, and after-sales).

Order Group: Determining order fulfillment targets, managing inventory, managing accounts, and managing order fulfillment requests.

1. SKU setup, inventory management, order management, deduction management, recharge management, order tracking management, and handling of daily shipping issues， including issues related to orders before they are "pending shipment";
2. Timeliness of freight and miscellaneous fee deductions; miscellaneous fee deductions must be completed within 48-72 hours of the finance department's notification， except for cases where the customer has not recharged or cannot be contacted.

Warehousing and Distribution Department: Sorting, weighing, and packing within the warehouse, shipping according to channel, and dispatching goods.

Logistics Department: Tracking the transportation process and ensuring successful delivery.

Ordering process through the ChinaDivision

Staff ordering process

The Order Management System (OMS) is a digital tool used in e-commerce to track sales, orders, inventory, and fulfillment. It streamlines the order processing cycle from order receipt to delivery, ensuring accuracy and efficiency. A Transportation Management System (TMS) manages issues related to order transportation, allowing for tracking of logistics and delivery times. A Financial Management System (FMS) is where staff manage customer account details, handling order claims, order deductions, and other operations. When a customer chooses our staff to place an order, they synchronize the customer's order information with the relevant systems, completing the order fulfillment service step by step.

Self-service ordering process

1、Register/Log in to your account

2、Add and maintain SKUs

Customers can access the user center homepage through our service website, click the【Products】module, click 【Create】, and enter the 【Add Product】 page. Fill in the product information as instructed on the page, and click 【OK】 at the bottom. The SKU will then be created. Click 【Return to List Page】 to view the created SKU.

Note:

• The UPC is similar to a product serial number (SN). It can be the same as the SKU number, or you can click 【Apply ST-UPC】 to have the system automatically generate it as the UPC. If you do not have an SKU code, you can use the UPC automatically generated by clicking【Apply ST-UPC】as the SKU code.
• Product dimensions: Customers can fill in this information, but the final measurement will be based on the warehouse receiving the goods.

3、Reservation and Inbound Inquiry Operations

• Click 【Inventory】 — 【Inbound Order】, then click 【Add Reservation Inbound】, accurately fill in the items marked with *.
• Select Warehouse and Product: SKUs can be searched by SKU serial number or product name, or products can be imported in batches. After filling in the SKUs, select 【Next】 or 【Save】.
• Download Product List and Barcodes: Click [Download Product List】 and 【Download Barcodes】. Ensure that the corresponding SKU barcode is affixed to the outer packaging of each product. The product list can be printed and placed in the corresponding box.
• Fill in the packing list: You can quickly create a packing list by selecting a packing method based on the SKU packing situation, or you can choose "Batch Import" to quickly fill in and upload a downloaded packing list template.
• After filling in the packing list, you need to download the packing list, download the box markings and print them, and correctly affix them to the outer box. Note: Please affix the box markings correctly so that the warehouse can quickly identify and distinguish different goods, speeding up the inventory and shelving process.
• Fill in the shipping information: Accurately fill in the items marked with *. You can directly click "Submit Shipment" or click "Save" first, and update the shipping information before the actual shipment.
• Modify and edit the receiving slip: You can modify step four, "Shipping Information," before the goods actually arrive at the warehouse. Other information cannot be modified. You can click "Download" to download the barcode/packing list/box markings.
• After receiving the goods, inventory discrepancies can be viewed in the "Damage/Gain Slip." Click "Details" to check the damage/gain situation. Normal damage/gains are discovered during receiving quality inspection, while abnormal damage/gains are discovered during shelving.
• Data that has already been received can be viewed in the "Inventory List." You can click "Export" to export inventory data in batches, and click "Sold Out" to view sold-out inventory for timely replenishment.

4、Top-up & Bill Inquiry

• Operation Path: On the user center homepage, click the 【Bills】module, then click 【Top-up】. Select the corresponding payment platform and currency, and select 【Next】 to top up.
• Complete the payment to the account shown below and keep the payment voucher. A photo/screenshot is acceptable, but the photo must be clear. After payment, click 【I have completed payment】below.
• After filling in the payment information, click 【Submit】 to complete the top-up.

Note: Upload the payment screenshot saved in the previous step as proof of payment.

• After the recharge is completed, the back-end finance department will usually review the payment information. Confirmation will only be made after the bank actually receives the funds. Due to different customer transfer banks, it normally takes 3-5 business days, and occasionally 5-10 business days. After our finance department confirms that everything is correct, the funds will generally be credited to the system within 1 business day. You can check the status as "Received" in the [Bill] module by clicking [Recharge Record], indicating that the recharge was successful.
• Bill Record Inquiry: On the user center homepage, click the [Bill] module, then click 【Transaction Record】 to search for the corresponding order number, or click 【Export】 for batch querying.
• Storage Fee Inquiry: On the user center homepage, click the [Bills] module, then click 【Storage Fees】, specify the data to query the corresponding order number, or click 【Export】 for batch querying.

5、System - Order Creation

Typically, after the client's platform is integrated with the ChinaDivision system via API, our system will receive order information from the e-commerce platform and synchronize it to our system in real time. If orders are not received in our system promptly, please contact our sales/customer service.

Three methods for order creation:

Method 1: API Integration (Recommended)

If your company operates on platforms such as Shopify, WooCommerce, or eBay, you can directly synchronize orders to the ChinaDivision platform via our API integration. For API integration instructions, please refer to the 【API and Plugin Operation Guide】.

After successful API integration, customers need to log in to the order module daily, click on the 【Confirming】 order, select the order, confirm that everything is correct, and click 【Submit Shipment】. The order will then be transferred to the warehouse system and enter the shipping process.

If you need to modify order information, you can click on "View" to enter the editing page. Here you can edit information such as address, SKU, and shipping method. After editing, click "Submit Shipment." You can also cancel the order on this page.

If you are not synchronizing orders to the ChinaDivision system via API integration, you can create orders using the following methods:

Method 2: Manually create orders

Create an order by manually filling in the detailed information for each order.

• Operation path: User Center, click 【Orders】, then click the 【Create】 button.
• Fill in the order address. Fields marked with * are required. You can fill in the address manually or click 【Auto-recognition】 to copy and paste the recipient's address for automatic recognition. Please carefully check for any characters or formatting issues.
• After filling in the order address, click the [Add SKU] button to enter the Add SKU interface.
• After filling in the SKU information, proceed to the shipping method selection. Choose a suitable shipping method based on factors such as delivery time and price, and click 【OK】.

You can select your desired delivery method in the form by clicking the 【Select】 button on the right side of the form.

Note: The logistics cost displayed at this point is an estimated cost. Due to actual weight/volume weight deviations, the actual shipping cost will be calculated based on the packaged and shipped shipment.

• Click 【Save】 in the upper right corner – Manual order saved successfully. Click 【Submit Shipment】 in the upper right corner – Manual order created successfully.

Method 3: Batch order creation

Download the order template, fill in/import order information in batches, upload the order template, and generate orders.

• Operation path: User center homepage, click the 【Orders】 module, click 【Batch Creation】. You need to 【Download the Order Template】 first.
• Download the corresponding template according to the order type. For most e-commerce platforms, download the 【Regular Order Template】. A small number of crowdfunding orders require downloading the corresponding [Kickstarter Order Upload Template].
• Fill in the order template according to the examples and notes within it, and save it to your computer.
• Click "Upload Multiple Orders" to successfully create multiple orders. If the upload fails, modify the order information as prompted and upload again.

6、Inquiry Operations

• Order Status Inquiry

Operation Path: By entering the order page, filtering/searching for the corresponding order by specifying data rows, you can view the order status and shipping status. Use the "View" button on the right to view order details, enter the order editing interface, modify the order information according to the prompts, and then submit again.

Note: Customers should pay close attention to orders in the "Abnormal" status daily. Abnormal orders require processing by the customer in the user system before proceeding to the next order process.

• Order Status Description - Pending Shipment

The operation path is as follows: In the 【Orders】 module, enter the order list, click the view icon on the left to enter the order details interface.

Order editing is only available when the order status is still under confirmation. If the order status is【Pending Shipment】, the customer can cancel the order, but cannot modify the order information. If modification is required, the order must be canceled and recreated. This can be done quickly by【copying】.

Note: If the package is already in the "delivery" status, it means the warehouse has handed it over to the logistics/courier company. It cannot be cancelled/edited/intercepted; the only option is to contact the recipient to refuse delivery/return the package.

• Order Details/Shipping Waybill/Delivery Waybill Export

Go to the "Orders" module, select the "Delivered" orders, click "Export," select "Shipping Waybill," and then view the exported package in the computer's download center.

7、API and Plugin Operation Guide

Operation Path: User Center Homepage, click the [Integration] module, and click the button to the left of your corresponding platform. The system will redirect you to the corresponding platform's integration guide webpage. Follow the detailed instructions within the link to complete the integration process.

Customer segmentation

Cargo information tracking

1、Through 17TRACK

• Open the 17TRACK website, and enter the tracking number in the navigation bar.
• Click on 【TRACK】to view the corresponding logistics tracking information.

Tips:
If you encounter any of the following problems when making your query：
The system prompts you to select the last-mile delivery service provider; A delay in updating the track on the query site. Please contact your customer service representative as soon as possible.

2、Through STONE3pl

• Open the STONE3pl website, enter the system order number (usually starting with S, such as S802............18) in the navigation bar under Tracking number.
• Click on 【INQUIRE】to view the corresponding logistics tracking information. We can see the specific parcel transportation status (including specific time nodes and corresponding nodes)
• Batch search is supported, but the number of batch search orders is ≤ 40

If you find a delay in updating the track on the query site. Please contact your customer service representative as soon as possible.

FAQs

1、How do I create an order? What should I do if I encounter any problems?

ChinaDivision has created a complete fulfillment integration/plugin. You can connect to our system via API, and your order information will be updated synchronously. If you do not synchronize your orders to the ChinaDivision system via API integration, you can create orders in the following ways: manual order creation and batch order creation. If orders are not received in our system promptly, please contact our sales/customer service.

2、How can I track my order?

We offer two ways to track order information: via 17TRACK and STONE3pl.

3、 What payment methods do you accept?

ChinaDivision accepts credit cards, wire transfers, PayPal, and Alipay payments.