Fulfilment

The term 'fulfilment' refers to all activities that take place during a delivery process or immediately after an order has been placed. This usually includes order acceptance, intralogistical processes (warehousing, picking, packing, labelling, shipping, invoicing and reminders), but also returns management and everything associated with it (provision of spare parts, repair and customer care). Fulfilment tasks are usually passed on to logistics service providers who specialise in this. Especially in e-commerce, service and transparent order processing is a means of promoting customer loyalty.

In e-commerce, e-fulfilment refers to the complete fulfilment of orders by electronic means. The term 'e-fulfilment' refers to the entire process from ordering via the internet to payment, storage, transport and delivery of the goods. After-sales service and disposal are also part of e-fulfilment.