E-commerce BA Checklist: Questions to Ask Stakeholders (Câu hỏi BA TMĐT)

Business model (ask first)

• Single-brand store, marketplace, omnichannel, or B2B?
• Channels: web, app, social commerce, external marketplaces?
• Own warehouse, platform warehouse, or seller ships?

Cart & checkout

• Guest checkout allowed?
• What if price/promotion/stock changes between cart and placing the order?
• Minimum order value? Max quantity per SKU/customer?
• Delivery zones & address format (province/district/ward after administrative changes)?
• Delivery date estimate shown? From which data?

Promotions & vouchers

• Which promotions/vouchers can stack? (ask for a stacking matrix)
• Discount allocation to items — needed for partial returns & invoices?
• Voucher restored on cancellation/return?
• Budget cap reached mid-campaign — what does the customer see?
• Fraud: multiple accounts abusing new-user vouchers?

Payment

• Payment methods per channel/order value? COD limits?
• Payment timeout and reservation release?
• Payment success but order not updated (lost callback) — reconciliation?
• Refund methods & timelines per payment type?

Orders & fulfillment

• Order status list and who/what triggers each transition?
• Cancellation rules per status and per actor (customer/seller/admin/system)?
• Split order and partial shipment handling — how does the customer see it?
• Stock reservation timing and expiry? Oversell policy?
• Failed delivery attempts and RTS handling?

Returns

• Return window, excluded categories, evidence required?
• Who pays return shipping per reason?
• Refund before or after inspection?
• Exchange supported or only refund?

Marketplace (if applicable)

• Seller verification documents?
• Commission & fee structure; settlement cycle & hold period?
• Seller SLAs and penalties?
• Dispute between buyer and seller — who decides?

Non-functional (e-commerce-specific)

• Peak events (11.11, 12.12, Tết, flash sales): expected concurrent users & orders/minute?
• Inventory consistency under concurrency (no oversell)?
• Page speed targets for product listing/detail (SEO & conversion)?
• Analytics events & attribution (UTM, affiliate)?
• Personal data & marketing consent?

Stakeholders to involve (often forgotten)

Merchandising/Category · Marketing/CRM · Operations/Warehouse · Customer service · Finance/Accounting (invoice, reconciliation) · Legal · Logistics partners · Seller management (marketplace).

Use this with Claude: install the plugin with /plugin marketplace add lechithinh/ba-claude-skills, or read the skill source on GitHub.