Core E-commerce Processes for BAs (Quy trình nghiệp vụ TMĐT)

Capability map (use for functional decomposition)

1. Catalog — product/SKU, attributes, categories, media, search & filter, product detail page
2. Pricing & Promotions — price lists, promotions, vouchers, flash sales, bundles, loyalty points
3. Customer — registration/login, profile, addresses, wishlist, consent, loyalty tier
4. Cart & Checkout — cart, shipping options & fee, payment method selection, order placement
5. Payment — gateway, e-wallet, COD, BNPL, refunds, reconciliation
6. Order Management — order lifecycle, split orders, cancellation, modification, customer service tools
7. Inventory & Fulfillment — stock sync, reservation, warehouse allocation, pick/pack
8. Shipping — carrier integration, label/tracking, failed delivery, RTS
9. Returns & Refunds — return request, pickup, inspection, refund/exchange
10. Marketplace (if multi-seller) — seller onboarding/KYC, product approval, commission, settlement, seller performance
11. Engagement — reviews & ratings, notifications, recommendations, campaigns
12. Back office — reporting, e-invoice, accounting export, admin & roles

1. Browse → Cart → Checkout

1. Search/browse → product page (price, promotion, stock status, delivery estimate)
2. Add to cart (validate stock & purchase limits)
3. Cart: recalculate price & promotions on every view; show changes since added
4. Checkout: select address → calculate shipping options & fees → apply voucher(s) → choose payment method
5. Re-validate stock, price, promotion, voucher at “Place order”
6. Create order → reserve inventory → redirect to payment (or confirm for COD)

BA watch-outs: guest checkout? price changed between cart and order; voucher no longer valid; address outside delivery zone; max quantity per customer in flash sale; minimum order value; mixed cart from multiple sellers/warehouses.

2. Payment

1. Create payment request with order reference & amount
2. Customer pays at gateway/e-wallet/QR
3. Receive callback (IPN) and redirect — treat callback as source of truth
4. Update payment status → confirm order or release reservation on failure/expiry
5. Daily reconciliation with gateway reports

BA watch-outs: payment success but callback lost; customer pays twice; payment expiry window; partial refunds; payment fees; COD has no upfront payment → higher cancellation/refusal risk.

3. Order lifecycle (typical)

Pending payment → Confirmed → Processing (pick/pack) → Ready to ship → Shipping → Delivered → Completed Branches: Cancelled (by customer/seller/system), Delivery failed → Returning → Returned, Return requested → Refunded.

BA watch-outs: which statuses allow customer cancellation; who can cancel at each stage; auto-complete after N days delivered (affects return window & seller payout); status sync from carrier webhooks.

4. Fulfillment & shipping

Allocate warehouse → pick → pack → create shipment with carrier → print label → handover → tracking updates → delivered / failed → re-delivery attempts → RTS.

5. Returns & refunds

Request (reason, photos, within window) → approve/reject (auto or manual) → pickup or drop-off → inspection → refund (to original method / wallet / store credit) or exchange → restock or write-off.

6. Marketplace seller flow

Seller registration & verification → shop setup → product listing & approval → order handling with SLA → shipping → settlement after hold period (net of commission, fees, refunds) → performance scoring & penalties.

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