Fulfillment Testing

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In today's Internet economy, having a cool website is a must. Creating and maintaining a cool site is one thing; sending orders to your customers in a timely and accurate fashion is another. Are your backend fulfillment processes building customer loyalty and repeat business, or frustrating your customers and driving them to the competition? Testware's fulfillment testing services can answer these and other critical questions.

If you can't deliver product to customers' expectations, it doesn't matter if you have three-dimensional, rotating products, alternate colors and live chat rooms on your Web site. It's ultimately about getting the product into the customers' hands.**

Annoy customers online and you may lose business at your brick-and-mortar store. Some 70 percent of online buyers would spend less money at a traditional retailer after having a bad experience with the retailer's online site, according to a report from Jupiter Media Metrix.****

An article about websites "falling down" on customer service that strongly demonstrates the need for fulfillment testing is available here.

What is Fulfillment Testing?

Positive fulfillment testing involves placing a variety of valid orders to verify all aspects of your fulfillment process. Testware places and receives "real" orders to validate many aspects of your fulfillment process, including

calculation of product cost, sales tax and shipping charges
posted credit card charges
shipping via different carriers
packaging
order confirmation and shipping emails
customer service via email and telephone
returns and credits
end-of-day reconciliation

Negative fulfillment testing entails placing a series of invalid orders to ensure incorrect or fraudulent orders are not processed. A sampling of scenarios tested includes

canceled credit card
credit card over the limit
credit card billing address mismatch
invalid ship-to address
improper credit card account number

Regardless of where your fulfillment operations are -- in-house or outsourced to a third-party -- you need some level of fulfillment testing.

Testware's Fulfillment Testing Services

Testware's fulfillment testing services include:

Fulfillment process analysis and test planning
Fulfillment test execution, including ordering / receiving / returning actual products
Ongoing / periodic fulfillment testing for live sites

Benefits

Avoid becoming yet another one of those sites that excels at taking customers orders but falls apart when it comes to order fulfillment. Use Testware's fulfillment testing service to exercise your fulfillment processes exactly as your customers will. We fully test your e-commerce operations and verify fulfillment operations are firing on all cylinders…so that your customers receive the right products on time.

Fulfillment isn't as easy as it seems. Conceptually, packing and shipping orders doesn't seem too complicated. However, there are many complex steps and time-sensitive processes involved. We'll verify that order picking and packing, shipping and sales tax calculations, product returns, customer service and other pieces of your fulfillment puzzle are integrated and operating properly.

Proactive fulfillment testing = customer satisfaction. On the web, your competition is only a click away, so it doesn't pay to take chances. Turn Testware loose on your fulfillment processes, eliminate fulfillment problems up front and watch your database of satisfied customers grow.

To bring the benefits of Testware's fulfillment testing services to your e-commerce operation, or to discuss which of our packages, services or testing training courses are best suited to your unique testing needs and challenges, please

submit an information request to Testware
email Testware at info@testwareinc.com
call Testware at (908) 526-2900

** Cathy Pringle, VP of Marketing at Bombay Co., as quoted in the July 10, 2000 issue of Computerworld

**** CNET news.com article, "Online problems could deter customers," March 22, 2001