If you don’t get satisfactory answers to these questions, you’re likely buying tech-debt and security risks disguised as software.
1. Order Management Coverage & Tooling
Does your platform provide end-to-end order management capabilities with appropriate tooling at each stage? Specifically, can you demonstrate your capabilities in: front-end order placement integration, edge case handling and order failure resolution workflows, customer service interfaces for order modifications and re-fulfillment, and inventory/vendor integration management?
2. Performance & Scalability Under Load
- What are your system’s load characteristics and resilience protocols?
- How frequently do you conduct load testing?
- Does your infrastructure auto-scale both horizontally and vertically?
- Can you guarantee sustained processing of at least 100+ orders per second without system degradation or cascading failures to downstream systems and integrations?
3. Role-Based Access Control
- Does your platform implement granular role-based permissions that allow different user types (integrations, customer service, administrators, etc.) to perform only their designated actions and tasks?
4. Compliance & Data Security
- Is your platform SOC 2 compliant, and can you provide current certification documentation to verify your data security controls and practices?
- If it handles Credit Card billing of some type, does it conform to PCI Standards?
5. Disaster Recovery & Business Continuity
- What is your RTO (Recovery Time Objective) and RPO (Recovery Point Objective) in the event of a system failure?
- Can you walk us through your disaster recovery plan, including how you handle data backup, failover procedures, and the last time you successfully tested a full system recovery?
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6. API Reliability & SLA Guarantees
- What are your documented API uptime SLAs, and what compensation or remediation do you offer when these are not met?
- Can you provide your actual uptime metrics from the past 12 months, including any significant outages, their root causes, and resolution times?
7. Integration Flexibility & Technical Debt
- How does your platform handle custom integrations beyond your standard connectors?
- What is your API versioning strategy, and how much advance notice do you provide before deprecating endpoints?
- Can you describe your approach to managing technical debt and legacy integration support?
8. Multi-Channel Order Orchestration & Centralized Customer Service
- How does your platform handle orders originating from multiple sales channels simultaneously (e-commerce, marketplaces, mobile apps, B2B portals)?
- Can you demonstrate unified inventory visibility and order management across all channels to prevent overselling?
- Does your platform provide a centralized customer service interface where agents can view, manage, and modify orders from any channel in a single workspace, ensuring consistent customer experience regardless of purchase origin?
9. Mixed-Channel Order Fulfillment with Print-on-Demand
- Can your system intelligently process orders containing items that need to be fulfilled from different sources within a single transaction? For example, if a customer orders three items where one ships from a warehouse, one requires print-on-demand production, and one requires drop-shipping from a vendor, can your platform coordinate this as a unified order experience?
10. Advanced Routing & Orchestration Logic
- What level of sophistication does your routing engine support for complex fulfillment scenarios?
- Can you configure custom routing rules based on multiple variables (inventory location, shipping speed, cost optimization, item attributes, customer proximity, vendor capacity)? Can you show examples of how your platform handles split shipments, partial fulfillments and dynamic re-routing when initial fulfillment paths fail?
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