E-Commerce Operations Masterclass

E-Commerce Operations The two-day seminar for shop owners who want to build logistics, payment and fulfilment as an operating system — so orders, deliveries and returns run reliably while the shop grows.

E-Commerce Operations at a glance

• Format: 2 days on site + self-learning track
• Level: Fundamentals to consolidation
• Participants: Max. 16 people
• Language: German
• Certificate: AEI certificate of participation
• Investment: €790.00 plus VAT

A shop does not sell through attractive product pages alone. It sells through availability, trust, smooth payment and clean delivery. That is exactly where the most expensive day-to-day problems arise: abandoned checkouts, long delivery times, manual processes, returns chaos and fulfilment costs that eat the margin.

E-Commerce Operations shows you how to build logistics, payment and fulfilment as a professional operating system. Afterwards you spot operational bottlenecks earlier, make better decisions about service providers and create a customer experience that protects revenue instead of holding it back.

Who is this seminar for?

For shop owners, founders and digital entrepreneurs who do not just want to sell through their online shop but want to run it reliably and deliver at scale.

• You want to understand which logistics solution fits your range and your margin.
• You have orders, but processes are still too manual or too error-prone.
• You lack clarity on payment providers, payment methods, fees and checkout risks.
• You want to outsource fulfilment but cannot yet assess providers confidently.
• You do not have returns, delivery times or shipping costs properly under control.

Your learning objectives

After this seminar you can:

• analyse where operational friction in your shop costs revenue, time and margin.
• decide which shipping, warehousing and fulfilment structure fits your business model.
• assess which payment methods strengthen your conversion and which risks they create.
• build an understanding of what a dependable order-to-delivery process from checkout to doorstep looks like.
• develop what your personal operations roadmap for the next 90 days looks like.

Operations building blocks at a glance

• Logistics — You structure shipping, warehousing and delivery times as a growth system.
• Payment — You build a checkout that creates trust and reduces abandonment.
• Fulfilment — You decide what stays in-house and what a partner does better.
• Returns — You treat returns as a cost, service and data lever.
• Metrics — You steer operations with clear measures instead of gut feeling.
• Customer Experience — You connect delivery, communication and service into a better buying experience.

Programme — 2 days

Day 1 – Operations system, logistics & checkout

09:30–10:30 — Operations as a growth system

• Why operational quality acts directly on conversion, margin and repeat purchase
• Making the order-to-delivery process visible from cart to doorstep
• Recognising typical friction losses in young and growing shops
• Sorting operations priorities by revenue, risk and customer impact

10:45–12:15 — Logistics & shipping structure

• Assessing shipping models by range, weight, value and delivery expectation
• Placing carriers, shipping zones, delivery times and cut-off times cleanly
• Translating packaging, shipping costs and service level into margin
• Using a decision matrix for own shipping, service providers and hybrid models

13:15–14:45 — Payment & checkout

• Assessing payment methods by target group, trust, risk and fees
• Recognising checkout abandonment and payment friction systematically
• Placing credit card, PayPal, Klarna, invoice purchase and wallets strategically
• Weighing payment cost, risk and conversion against each other

15:00–16:30 — Margin logic & cost model

• Calculating pick & pack, packaging, shipping, returns and payment fees
• Identifying cost traps that only become visible with growth
• Thinking minimum order values, shipping thresholds and bundle logic operationally
• Applying the AEI operations cost model to your own shop

Day 2 – Fulfilment, returns & operations roadmap

09:30–10:45 — Fulfilment setups

• Comparing own warehouse, 3PL, dropshipping and hybrid models
• Reviewing fulfilment providers by scope of service, IT integration and cost
• Assessing service level, scalability and loss of control realistically
• Preparing a briefing structure for provider selection

11:00–12:15 — Returns & customer service

• Recording return rates, reasons and process costs cleanly
• Designing returns processes to be customer-friendly and margin-aware
• Planning service communication before, during and after delivery
• Structuring standard replies, status emails and escalation logic

13:15–14:30 — Tools, interfaces & metrics

• Thinking shop system, ERP, inventory software, shipping tool and payment data together
• Defining core KPIs for operations and reporting them meaningfully
• Recognising automation potential without tool overload
• Avoiding error sources in master data, stock levels and status messages

14:45–16:30 — Your 90-day operations roadmap

• Prioritising operational bottlenecks by impact and feasibility
• Preparing provider, tool and process decisions
• Deriving quick wins for checkout, shipping communication and returns
• Working out your personal roadmap for the next 90 days

Our approach

AEI does not treat operations as a back-office topic. You work on the places where operational decisions act directly on conversion, margin and customer satisfaction.

The self-learning track starts with an operations self-check, a shipping cost query and a short analysis of your current checkout setup.

• ORDER FLOW MAPPING You map your real order process and spot bottlenecks immediately.
• CHECKOUT DECISIONING You assess payment methods by conversion, cost and risk.
• MARGIN CONTROL You translate operational costs into clear decisions for shipping and fulfilment.

What you take with you

• AEI operations self-check for your online shop
• Order-to-delivery process map as an editable template
• AEI shipping cost and margin calculator
• Payment method matrix for conversion, fees and risk
• Fulfilment provider scorecard for 3PL and shipping service providers
• Returns process checklist including cost and service factors
• KPI dashboard structure for delivery quality, returns and payment abandonment
• Briefing template for logistics and fulfilment partners
• Personal 90-day operations roadmap

Investment and dates

• Regular price: €790 plus VAT
• Early bird price: €630 plus VAT up to 30 days before the seminar starts
• Bundle offer: 15% discount in combination with „E-Commerce Setup“
• Format: 2 days on site + self-learning track
• Participants: Max. 16 people
• Language: German
• Location: Berlin, Munich, Cologne and Hamburg

Dates are added continuously. On request we will name the next available date and advise on on-site, live online or self-paced.