Acommerce tracking

What is Acommerce?

aCommerce, formally known as aCommerce Group Public Company Limited, is an e-commerce enabler and technology platform provider headquartered in Bangkok, Thailand. Founded in June 2013 by five co-founders including brothers Paul, Tom, and John Srivorakul, Piers Bennett, and Phensiri Sathianvongnusar, the company operates across five Southeast Asian markets and provides global brands with integrated solutions to build, operate, and scale their online retail presence in the region. Rather than functioning as a traditional shipping carrier, aCommerce covers the full e-commerce operational chain, from online store management and digital marketing to order fulfillment, warehousing, and post-sale customer service.

The founding team drew on extensive prior experience in digital commerce across Southeast Asia. Paul Srivorakul, the Group CEO, had previously built three companies in the region, including Admax, which grew into the largest advertising network in Southeast Asia, and Ensogo, a group-buying platform co-founded with his brothers that was acquired by LivingSocial in 2011. Phensiri Sathianvongnusar brought operational expertise from Zalora Thailand where she had served as VP of Operations during that platform's 2011 launch. The company's initial capital came from Ardent Capital and an early external investment of $3.1 million from NTT DOCOMO Ventures.

• Founded: June 2013, Bangkok, Thailand
• Legal name: aCommerce Group Public Company Limited
• Founders: Paul Srivorakul (Group CEO), Tom Srivorakul, John Srivorakul, Piers Bennett (Group CFO), and Phensiri Sathianvongnusar (Group Chief Business Officer and Thailand CEO)
• Headquarters: Bangkok, Thailand
• Total funding raised: Approximately $119 million across nine funding rounds from 19 investors
• Valuation: $300 million, as reported in May 2024
• Notable investors: NTT DOCOMO Ventures, DKSH (20% strategic stake), Emerald Media (backed by KKR), MDI Ventures, Indies Capital Partners, and Sinar Mas
• Fulfillment centers: 8, distributed across Southeast Asia
• Livestream studios: 18, distributed across Southeast Asia
• Platform integrations: More than 300
• Notable brand clients: Samsung, Unilever, Nestlé, L'Oréal Group, Philips, Adidas, Mars, Abbott, Panasonic, Suntory, and Nescafé
• Awards: Shopee Best Performing Enabler Award (2022), Lazada Certified 3-Star Enabler for five consecutive years, and Google Global Premier Partner Award for Search Innovation

aCommerce's growth was shaped by a series of significant capital events. In 2014, the company raised $10.7 million in a Series A round, reported at the time as the largest Series A in Southeast Asia, with investors including Inspire Ventures, Sumitomo Corporation Equity Asia, and CyberAgent Ventures. In November 2017, a $65 million Series B led by Emerald Media brought total funding to approximately $94 million and marked a strategic transition toward fully integrated enterprise services. Annual revenues exceeded $100 million by fiscal year 2018, and the company achieved EBITDA breakeven across all four quarters of 2023, with net income profitability recorded in Q4 of that year.

The company underwent a significant operational restructuring in 2019, referred to internally as "aCommerce 2.0." This involved exiting lower-margin single-service client relationships, reducing the workforce by approximately 230 employees, and outsourcing last-mile delivery operations entirely to third-party carrier partners. The restructuring refocused the business on higher-value enterprise clients with full-service managed contracts. By 2023, revenue grew 18% year-over-year and net losses were cut by nearly 55% compared to the prior year, positioning the company toward its stated goal of an eventual public listing on Thailand's Stock Exchange.

Which countries does Acommerce deliver to?

aCommerce operates across five countries in Southeast Asia, with offices and fulfillment infrastructure in Thailand Indonesia, the Philippines, Singapore, and Malaysia. This five-country footprint covers the core of the ASEAN digital commerce market. Thailand where aCommerce was founded, remains the most established and profitable market for the company. Indonesia, as the largest e-commerce market in Southeast Asia by transaction volume, functions as a major operational hub. Singapore, while a smaller domestic retail market serves as a center for regional coordination and client servicing for global brands operating across multiple countries simultaneously.

Within each operating country, last-mile delivery is carried out by a network of third-party carrier partners that varies by market. DHL and FedEx handle international-grade and premium domestic deliveries across the region, while J&T Express and Kerry Express serve as active delivery partners in several markets, and PHLPost supports delivery within the Philippines where Singapore Post operates as the local carrier in Singapore. This structure means the carrier reaching a consumer's address depends on the country of operation and the specific carrier assigned to that shipment within aCommerce's fulfillment workflow. Consumers receiving parcels through aCommerce's network may receive their delivery from different operators depending on where they are located.

• Thailand: aCommerce's headquarters market with fulfillment infrastructure and local carrier partnerships including Kerry Express and DHL
• Indonesia: The largest e-commerce market in Southeast Asia by transaction volume, served through aCommerce's Jakarta operations and carrier partnerships including J&T Express
• Philippines: Operations based in Taguig, with PHLPost and other regional carriers handling last-mile delivery
• Singapore: Serves as a regional coordination hub, with Singapore Post among the local delivery partners
• Malaysia: Operations based in Petaling Jaya, integrated into aCommerce's regional fulfillment network

aCommerce's 8 fulfillment centers are distributed across these five markets rather than centralized in a single country. This means that brand clients can hold localized inventory within each country, and consumer orders are dispatched and delivered as domestic shipments. This arrangement reduces transit times relative to cross-border shipping models and avoids the customs clearance delays that would otherwise apply to international parcels. In this structure, a consumer in Thailand receives a parcel dispatched from a Thai fulfillment center, while a consumer in Indonesia receives a separate parcel from aCommerce's Indonesian warehouse network.

What are the Acommerce services and delivery times?

aCommerce provides a managed service offering covering the full lifecycle of e-commerce operations, designed for enterprise brands and retailers operating in multiple Southeast Asian markets simultaneously. Its core offering is structured as an integrated managed service contract rather than a collection of individual, purchasable logistics products. This model targets multinational clients in sectors including consumer electronics, fast-moving consumer goods, beauty, and apparel, for which aCommerce manages all operational functions from initial product listing through post-sale customer support.

On the fulfillment side, aCommerce operates 8 fulfillment centers across its five operating markets, equipped with automation systems and real-time inventory tracking. The centers support pick-and-pack operations, returns processing, kitting, and multichannel inventory management. They are built to absorb the volume spikes generated by major regional sales campaigns, including Shopee's 11.11 promotion and Lazada's Double Day events, during which outbound order volumes from brand clients can increase sharply within short timeframes. Outside of campaign periods, the fulfillment network handles standard daily order throughput across Thailand Indonesia, the Philippines, Singapore, and Malaysia.

• Online store operations: Building and managing brand stores on Shopee, Lazada, Tokopedia, and owned e-commerce websites, including product listing, content localization, and promotional campaign management
• Digital marketing: Search advertising, social media campaigns, performance media buying, and live commerce production from 18 livestream studios across Southeast Asia, a division that quadrupled in scale between 2022 and 2023
• Fulfillment and warehousing: Operations across 8 fulfillment centers featuring automation, climate-controlled storage, real-time inventory tracking, pick-and-pack, kitting, and returns processing
• Last-mile delivery coordination: Shipment routing through carrier partners including DHL, FedEx, J&T Express, Kerry Express, Singapore Post, and PHLPost, with carrier performance oversight and tracking aggregation managed by aCommerce
• Customer service: Multilingual support in local Southeast Asian languages, covering order inquiries, returns and exchange management, complaint resolution, and after-sales follow-up
• Technology platform: A proprietary SaaS platform with modules for omnichannel order management, real-time inventory visibility, business intelligence dashboards, competitor price monitoring, and an AI-powered natural-language data analytics tool, supporting more than 300 API integrations

Delivery times for orders fulfilled through aCommerce's network are largely governed by the last-mile carrier assigned in each market and the destination type. For urban and metropolitan areas, standard delivery from dispatch typically falls within 3 to 5 working days. For non-metropolitan and provincial destinations, standard timelines extend to a range of 5 to 10 working days. During major regional sales campaigns, these windows may lengthen as carrier networks absorb elevated order volumes from multiple merchants simultaneously. aCommerce does not offer express or guaranteed next-day delivery as a standalone consumer-facing product, as delivery tier selection is configured within enterprise client contracts rather than through a public service menu.

The company's technology offering centers on a proprietary platform that integrates with more than 300 external systems, including Shopify, Salesforce, Oracle, SAP, NetSuite, Adyen, and 2C2P. The platform provides brand clients with unified visibility across inventory levels, order status, business performance, and competitor pricing data in real time. An AI-powered natural-language query tool referred to as AskIQ is included as part of the platform, allowing non-technical users to extract insights from operational data without requiring SQL or custom report generation. This technology layer distinguishes aCommerce's managed service offering from standard third-party logistics providers.

What are the Acommerce rates and maximum dimensions accepted?

aCommerce does not publish a public retail rate card for individual shipments. The company's logistics services are sold as components of negotiated enterprise managed service agreements, which bundle fulfillment center fees, order management, and last-mile delivery coordination as a unified package. This pricing structure reflects the company's positioning as an operations partner for large brand clients rather than as a consumer-accessible parcel service. Individual shippers or small businesses cannot access aCommerce's logistics network through a self-service portal or a standardized tariff schedule available to the general public.

Within managed service contracts, pricing is calculated based on a combination of factors including parcel weight, dimensional weight, destination zone within the operating country, and the specific carrier assigned for last-mile delivery. Because physical delivery is carried out by third-party partners including DHL, J&T Express, Kerry Express, FedEx, and others depending on the market the rate frameworks applicable to any given shipment reflect those carriers' own tariff structures. Maximum weight limits and dimensional constraints per parcel are not independently published by aCommerce, as these parameters are governed by the terms and operational limits set by the individual carrier handling each shipment in each country.

• Pricing model: Negotiated enterprise contracts bundling fulfillment, order management, and delivery coordination, not available as a public retail tariff
• Rate calculation factors: Parcel weight, dimensional weight, destination zone within the operating country, and assigned carrier
• Last-mile carrier rates: Governed by the tariff structure of the carrier partner deployed in each market which varies by country
• Maximum parcel dimensions: Not independently published by aCommerce; governed by the limits of the individual last-mile carrier assigned to each shipment
• Small business access: Not available through aCommerce directly; the company's services are accessible only through enterprise managed service engagements

What are the Acommerce delivery options?

Delivery for shipments processed through aCommerce's fulfillment centers is carried out by a rotating network of third-party carriers assigned per market and per shipment. Standard home delivery to the recipient's address is the primary delivery mode across all five operating countries. The specific features available for any given delivery, including signature confirmation, redelivery scheduling, and parcel redirection, are determined by the carrier assigned rather than by aCommerce directly. In markets where DHL or FedEx are the assigned carriers, service levels and ancillary delivery options follow those operators' own protocols and service terms.

Shipment tracking for all parcels processed through aCommerce's fulfillment network is available through the company's dedicated tracking portal, which aggregates status updates from the assigned carrier in real time. The portal supports simultaneous tracking of up to 10 parcels. When a delivery attempt is unsuccessful, the shipment is flagged with a failed-to-deliver status in the tracking system, and follow-up coordination between aCommerce's operations team and the responsible carrier is initiated. Specific options such as parcel locker delivery, third-party pickup point networks, or delivery time-slot selection are not independently published by aCommerce, as these capabilities depend on the service offering of the carrier deployed in each country.

• Primary delivery mode: Standard home delivery to the recipient's address, managed by the third-party carrier assigned for each shipment in each operating country
• Tracking: Real-time tracking available through aCommerce's dedicated portal, supporting up to 10 parcels simultaneously
• Failed deliveries: Flagged with a failed-to-deliver status in the tracking system, with follow-up coordination handled between aCommerce's operations team and the responsible carrier
• Signature and redelivery: Availability depends on the carrier assigned for each shipment and the service terms of that carrier in the operating country
• Parcel lockers and pickup points: Not independently offered by aCommerce; availability depends on the capabilities of the last-mile carrier deployed in each market

What should I do if my Acommerce parcel is lost or damaged?

Because aCommerce functions as a back-end operational partner for brand and retailer clients rather than a direct-to-consumer parcel service, individual recipients who experience issues with a delivery should direct their initial inquiry to the brand or retailer from which they placed their order. The brand client manages the direct consumer relationship and serves as the primary contact point for reporting lost or damaged shipments. aCommerce's own customer service operations interface with enterprise clients through account management structures rather than through a public helpdesk accessible to individual buyers.

For cases where a shipment is confirmed lost or arrives damaged, the resolution process involves coordination between aCommerce's operations team and the third-party last-mile carrier responsible for that delivery. Since physical delivery is carried out by partners such as DHL, J&T Express, Kerry Express, FedEx, or PHLPost depending on the country, investigations into missing or damaged parcels require engagement with the relevant carrier's claims procedures alongside aCommerce's internal case management. Specific documentation requirements, compensation timelines, and maximum claim values are not published in aCommerce's publicly available materials, as these details are governed by individual enterprise service agreements and the applicable carrier's liability terms.

• First step for recipients: Contact the brand or retailer from which the purchase was made, as aCommerce acts as the back-end operational partner rather than the direct consumer-facing service
• Lost shipment investigation: Handled through coordination between aCommerce's operations team and the last-mile carrier responsible for that shipment
• Claims process: No public-facing procedure is available; resolution follows the terms of the enterprise service agreement between aCommerce and the brand client, in conjunction with the relevant carrier's liability terms
• Customer service hours: Monday through Friday, 9am to 6pm local time, excluding public holidays
• Languages: Multilingual support available in local Southeast Asian languages across the five operating countries

aCommerce's customer service teams are embedded in each of the five operating countries and provide support in local languages, covering order inquiries, returns and exchange management, complaint escalation, and after-sales follow-up. These teams are structured to serve the brand clients' end consumers as an outsourced customer care function rather than as a standalone contact center accessible directly to individual shoppers. Returns processing, where applicable, is handled through the fulfillment center network, with returned goods inspected, graded, and restocked or disposed of according to the brand client's instructions.

Does Acommerce handle international shipments and customs formalities?

aCommerce's primary operational approach is built around localized inventory within each of its five operating countries. By holding brand clients' stock in fulfillment centers in Thailand Indonesia, the Philippines, Singapore, and Malaysia, the company enables consumer-facing orders to be fulfilled and dispatched as domestic shipments within each country. This arrangement means that the majority of parcels handled through aCommerce's network do not cross an international border before reaching the end consumer, avoiding the customs documentation and duties that would apply to cross-border parcels shipped from a centralized origin point.

For cross-border logistics requirements, aCommerce relies on its partnerships with DHL and FedEx, which maintain their own international shipping infrastructure and customs clearance capabilities. Brand clients importing overseas manufactured goods into aCommerce's regional fulfillment network also benefit from the company's inbound supply chain solutions, through which aCommerce manages the receipt and processing of international freight into its warehouses. However, the specific customs and duties framework for inbound international supply chain movements, including documentation requirements, prohibited items classifications, and DDP arrangements, is handled at the enterprise contract level and is not detailed in publicly available materials.

• Primary model: Localized inventory within each operating country, enabling domestic fulfillment for consumer-facing orders and avoiding cross-border customs requirements for most shipments
• International carrier partnerships: DHL and FedEx handle cross-border shipments requiring international customs clearance, using those carriers' own customs brokerage infrastructure
• Inbound supply chain: aCommerce manages the receipt of overseas manufactured goods into its Southeast Asian fulfillment network as part of broader supply chain solutions for brand clients
• Customs documentation: Not independently published by aCommerce for cross-border services; governed by the relevant carrier's procedures and the enterprise client's contractual terms
• Operating countries: Thailand Indonesia, Philippines, Singapore, and Malaysia, each with independent inventory and fulfillment operations

Understanding tracking statuses

When tracking an aCommerce shipment online, several statuses may appear as the parcel moves through the fulfillment and delivery process. These status updates are generated by aCommerce's tracking platform, which aggregates data from both its own fulfillment centers and the third-party last-mile carrier handling the final delivery leg. The statuses below correspond to the main stages a shipment passes through from the point an order enters aCommerce's system to final delivery or other outcome at the recipient's address.