ABSTRACT
This chapter describes the order processes and organisational management of the the financial settlement and accessibility of the product or service to the customer. Firstly, the chapter discusses the basic models for distribution. Most organisations decide to use multiple channels: multichannel or omnichannel distribution. Then, it is learnt that an increasing amount of organisations are taking on distribution themselves and the effectiveness of distribution channels is studied. Many organisations opt for multiple distribution channels side by side: ecommerce websites that offer delivery and also have physical stores. This chapter then explains the process of online purchases, the available payment methods examining some developments in online payments and elaborates on the security of the payment process. Next, the sub-processes of order processing are explained in detail. Finally, the chapter look into the online service, find out the reason for its importance, discuss the use of contact channel and the conditions for successful online service.
