What Sellers Say After Working With Us

The Challenge

A Penang-based fashion accessories seller on Shopee was receiving customer complaints about listings showing incorrect stock. Order handling was taking longer than it should, partly because two members of the small team had developed different ways of processing orders.

What We Did

We walked the order flow from listing to dispatch, asked questions of both staff members, and noted where the handling steps diverged. The improvement note identified three refinements: a shared processing order, a simpler approach to stock updates, and a small change to how returns were tracked.

The Outcome

Within three weeks of the session, the client reported noticeably fewer customer queries about order status. The shared processing approach meant both team members were handling orders the same way, reducing the errors that had been accumulating at handoff. Total engagement: two weeks, RM 560.

The Challenge

A home goods seller operating on Lazada had grown from a one-person setup to a small team of four. The returns process, originally handled informally, had become a backlog. Nobody was entirely sure whose job it was to process different types of returns, and product data was being updated inconsistently.

What We Did

We focused the engagement on two areas: returns handling and product data maintenance. We mapped the current returns flow, spoke with three of the four team members, drafted documentation for both processes, and ran two working sessions to review and refine. The handover guide was written so a new team member could follow it without a verbal explanation.

The Outcome

The returns backlog was cleared within the first two weeks after the handover session. The documentation gave each team member a clear picture of what they were responsible for. A month later, the client reported that product data inconsistencies had dropped significantly and the returns queue was staying manageable. Engagement duration: four weeks, RM 2,500.

The Challenge

An established kitchenware seller operating on Shopee, Lazada, and a Shopify storefront was planning to move to a third-party fulfilment arrangement. Before doing so, the owner wanted an honest picture of how operations were working and what would break under higher volume.

What We Did

We ran structured interviews with the owner and two key staff, observed the full order lifecycle across all three platforms, and mapped the end-to-end operation. The phased plan we produced had four stages, prioritised by impact and effort, and was built around the third-party fulfilment transition timeline the client had in mind.

The Outcome

The client used the operations map as part of their conversation with the fulfilment provider. Two of the four phased steps were implemented before the transition. According to a follow-up message three months later, the move to third-party fulfilment went more smoothly than anticipated — partly, the client felt, because the operation had been properly documented beforehand. Engagement: eight weeks, RM 4,350.