Lesson 1Payment and billing risks: incorrect refunds, reconciliation errors, fraud exposureThis part reviews payment and billing risks tied to order fulfillment, such as wrong refunds, reconciliation mistakes, fraud risks, and chargebacks, and outlines how to chart transaction paths, spot control failures, and set up key monitoring measures.
Mapping end-to-end payment workflowsRefunds, returns, and credit note risksReconciliation and settlement break risksFraud typologies in fulfillment paymentsChargebacks, disputes, and recoveryLesson 2Regulatory, safety, and compliance risks: data privacy, consumer protection, cross-border rulesThis part handles regulatory, safety, and compliance risks impacting order fulfillment, like data privacy, consumer rights, product safety, and international trade rules, and demonstrates how to identify duties, chart safeguards, and watch for compliance gaps.
Mapping applicable laws and regulationsData privacy in order and delivery processesConsumer protection and fair treatment risksProduct safety, labelling, and handling rulesCross-border customs and trade complianceLesson 3Human factors and training risks: temporary staff errors, insufficient onboarding, procedural driftThis part tackles human factors and training risks, emphasising temporary workers, onboarding standards, procedural shifts, and mismatched incentives, offering ways to spot behaviour drivers, knowledge shortfalls, and control weaknesses in everyday tasks.
Role design and task allocation risksOnboarding and cross-training effectivenessTemporary and seasonal workforce risksProcedural drift and workarounds analysisIncentives, fatigue, and error driversLesson 4Business continuity and capacity risks: surge handling, single points of failure, disaster recoveryThis part investigates business continuity and capacity risks in order fulfillment, covering demand surges, single failure points, and disaster situations, and explains assessing vital processes, setting tolerances, and creating robust backup plans.
Identifying critical fulfillment processesAnalysing capacity limits and bottlenecksDetecting single points of operational failureBusiness continuity and contingency planningStress testing peak and disruption scenariosLesson 5Process design and control risks: manual steps, lack of segregation of duties, absence of checklistsThis part looks at how process design flaws and weak controls generate operational risks in order fulfillment, focusing on manual tasks, duty separation, documentation quality, and hands-on methods to chart, test, and reinforce controls.
Mapping end-to-end order fulfillment workflowsIdentifying high-risk manual processing stepsSegregation of duties in order approvalsDesigning effective checklists and job aidsControl testing and walkthrough techniquesLesson 6Logistics and shipment risks: lost shipments, carrier handover failures, tracking gapsThis part concentrates on logistics and shipment risks, like lost or delayed parcels, carrier handover issues, and tracking shortfalls, and provides methods to examine route planning, transfer points, and visibility safeguards across the delivery network.
Route design and carrier selection risksFirst-mile and last-mile handover failuresTracking data quality and visibility gapsDelivery exceptions and delay root causesReturns logistics and reverse flows risksLesson 7Inventory and warehouse risks: mispicks, shrinkage, storage errors, inadequate securityThis part reviews inventory and warehouse risks including wrong picks, shrinkage, storage mistakes, and security weaknesses, and outlines techniques to analyse stock movements, layouts, and control actions that ensure accuracy, safety, and asset protection.
Inventory accuracy and stock record risksMispicks, mislabels, and packing errorsShrinkage, theft, and loss preventionStorage conditions and product damageWarehouse access and physical securityLesson 8Systems and IT risks: outages, data integrity issues, integration failuresThis part analyses systems and IT risks in order fulfillment, such as breakdowns, data accuracy problems, and integration failures, and explains identifying key applications, connections, and safeguards for availability, precision, and traceability.
Identifying critical fulfillment applicationsOrder, inventory, and shipment data integrityInterface and API failure risk scenariosIT change management and release risksMonitoring, alerting, and incident responseLesson 9Vendor and third-party risks: courier performance, temporary warehouse providers, subcontractor controlsThis part addresses risks from couriers, third-party logistics, and temporary warehouse services, including performance standards, service gaps, subcontractor monitoring, and ways to evaluate, track, and fix third-party control issues.
Risk-based vendor segmentation and tieringDue diligence on couriers and 3PL partnersService-level agreements and key KPIsSubcontractor oversight and flow-down controlsOngoing performance and risk monitoring
