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Automating E-Commerce Order Management: A Case Study with a Retail Fulfillment Firm

Client Overview

Our client is a mid-sized U.S.-based e-commerce retailer specializing in the sale and fulfillment of physical consumer goods. Operating nationally, they manage hundreds of daily orders across a complex supply chain involving multiple vendors and a central warehouse. With growing order volume and vendor diversity, the client was burdened by inefficient manual workflows. They needed a scalable and accurate system to streamline order processing, reduce human effort, and ensure timely customer updates.

Problem Statement

The client faced several operational challenges:
  • Manual Order Validation: Verifying payments, fraud risks, and stock availability required manual oversight.
  • PO and Invoice Creation: Purchase orders and invoices were manually generated, resulting in errors.
  • Fulfillment Decisions: Deciding between in-house warehouse and vendor fulfillment was a slow and inconsistent process.
  • Tracking Updates: Extracting courier tracking info from emails, PDFs, and portals was labor-intensive.
These issues led to delays, increased error rates, and poor customer experience, affecting the company’s operational efficiency and customer satisfaction.

Solution

We deployed a robust automation framework utilizing UiPath RPA, which was integrated with the client’s e-commerce platforms, accounting software, and communication tools. The solution included three specialized bots:
  • Dispatcher Bot: Validates new orders, categorizes fulfillment types (stockship/dropship), and queues them.
  • Performer Bot: Processes queued orders, generates POs/invoices, uploads to vendors, and updates internal statuses.
  • Fulfillment Bot: Extracts tracking details from various sources and updates order records with fulfillment info.
Technologies Used:
  • UiPath Orchestrator and Studio
  • Shopify integration Xero (Accounting)
  • Email parsing (PDFs, Excel)
  • Google Sheets

Implementation

The project was executed in several phases:

  • Planning: Process mapping and task analysis to understand the client's workflows.
  • Development: UiPath-based bot creation; integrated with Xero, Shopify, Gmail, and Google Sheets.
  • Deployment: Bots are scheduled on staggered intervals with monitoring and retry logic
  • Support includes staff training, documentation, and ongoing exception handling through Slack

Process Overview: Manual vs. Automated

Order Validation & Categorization

  • Manual Process: Staff verified payments, stock, and flagged for fraud, then manually sorted fulfillment types.
  • Automated Workflow: Dispatcher Bot handles all checks, categorizes orders, and queues them.

PO & Invoice Generation

  • Manual Process: Staff verified payments, stock, and flagged for fraud, then manually sorted fulfillment types.
  • Automated Workflow: Dispatcher Bot handles all checks, categorizes orders, and queues them.

Fulfillment Tracking

  • Manual Process: Staff members scoured emails, PDFs, and portals for tracking numbers and updated customer records accordingly.
  • Automated Workflow: Fulfillment Bot parses documents, matches tracking data to POs, and updates sheets in real time.

Results

The implementation of our automation solution delivered significant improvements:
  • 80% reduction in manual labor across the order lifecycle.
  • Near-zero error rate in order validation, PO, and invoice generation.
  • 60% faster tracking update turnaround.
  • Higher customer satisfaction with timely order updates and fewer errors.
These results demonstrate the transformative impact of RPA on the client’s order management processes, leading to improved efficiency, accuracy, and customer experience.

Client
Testimonial

This automation transformed the way we manage orders. From fraud checks to tracking updates, everything now runs smoothly. The team can now focus on more strategic work instead of repetitive admin tasks.
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Operations Lead, E-Commerce Retailer

Key Takeaways

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End-to-end RPA transforms multi-step e-commerce workflows.

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Automation increases efficiency and drastically reduces errors.

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Bots can reliably process unstructured data, including emails, PDFs, and Excel files, with high accuracy.

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Centralized automation improves both internal operations and customer experience.

Want to reduce manual order processing and scale fulfillment operations? Contact us today to discover how intelligent automation can streamline your business operations.
[email protected]

Related Case Studies

How Automation Cut Refund Processing Time in Half for a Retailer

Improving Invoice Accuracy Through RPA and AI Matching

RPA in Supply Chain: From Manual Inputs to Seamless Processing

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Auxiliobits is a global Software Consulting and Artificial Intelligence advisory company. Auxiliobits drives digital transformation by reinventing enterprise operations through hyper-automation and AI enabled applications.

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