# Standard Operating Procedure: Customer Order Processing ## 1. Purpose This SOP establishes a consistent process for receiving, verifying, preparing, packing, and dispatching customer orders. It is designed to reduce order-processing errors and ensure all correctly paid and stocked orders are dispatched within one business day. ## 2. Scope This SOP covers customer orders received through the online store, from order receipt through shipment confirmation and tracking-number entry. It does not cover marketing, customer acquisition, returns, refunds, exchanges, or post-delivery complaints. ## 3. Roles & Responsibilities | Role | Responsibility | | --------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | | Sales Assistant | Review orders, confirm payment, verify order details, identify stock issues, communicate with customers, record tracking numbers, and update order status. | | Inventory Coordinator | Confirm physical stock availability and resolve inventory discrepancies. | | Warehouse Packer | Pick, verify, pack, label, and hand completed parcels to the shipping provider. | | Operations Supervisor | Monitor processing timelines, resolve exceptions, and ensure compliance with this SOP. | ## 4. Tools & Resources Needed * Online store/order management system * Payment-status records or payment gateway access * Inventory management system or stock records * Customer contact information * Warehouse picking/packing area * Packaging materials and shipping labels * Shipping provider portal or dispatch documentation * Order checklist or internal order-processing record ## 5. Step-by-Step Procedure 1. **Review the new order** in the online store as soon as it is received, checking the order number, customer name, shipping address, contact details, products, sizes, colors, quantities, and any customer notes. *Quality check: Compare every order detail against the original customer order before proceeding.* 2. **Confirm the payment status** in the order or payment system and proceed only when the payment is successfully confirmed. *Common mistake: Do not treat an order as paid based only on an email or customer statement.* 3. **Check product availability** against the current inventory records and confirm that the required quantities are physically available. *Quality check: Ask the Inventory Coordinator to verify any uncertain, low-stock, or mismatched item.* 4. **Resolve stock shortages** immediately by identifying the affected item and determining whether an alternative, partial fulfillment, or cancellation is appropriate according to business policy. *Common mistake: Never send an order containing a substituted or missing item without customer confirmation when confirmation is required.* 5. **Notify the customer** promptly if an ordered item is unavailable, clearly explaining the available options and recording the customer's response in the order record. *Quality check: Keep written confirmation of any agreed change to the original order.* 6. **Prepare the warehouse order information** after payment and stock have been confirmed, including the order number, exact products, sizes, colors, quantities, and shipping details. *Common mistake: Avoid relying on handwritten notes that can be misread or separated from the order.* 7. **Send the order information to the Warehouse Packer** and ensure the order is queued for packing within the same business day whenever possible. *Quality check: Prioritize orders approaching the one-business-day dispatch deadline.* 8. **Pick and verify the products** using the warehouse order information, checking each product, size, color, and quantity against the order before packing. *Common mistake: Do not pack based on product appearance alone; verify item details carefully.* 9. **Pack and label the parcel** securely using suitable packaging and the correct customer shipping information. *Quality check: Confirm the shipping label matches the order number and customer address before sealing the parcel.* 10. **Hand the parcel to the shipping provider** and obtain the tracking number or dispatch confirmation. *Common mistake: Do not mark an order as shipped until the parcel has actually been handed over or accepted for shipment.* 11. **Record the tracking number** in the online store/order management system and verify that it is attached to the correct order. *Quality check: Recheck the tracking number for missing or incorrect characters.* 12. **Mark the order as shipped** and notify the customer according to the normal store communication process. Escalate any order that cannot be dispatched within one business day to the Operations Supervisor. *Quality check: Confirm that the final order status, tracking information, and customer communication are all complete.* ## 6. Quality Checkpoints * Payment is confirmed before warehouse processing begins. * Stock, size, color, and quantity match the customer's order. * Customer approval is recorded for any agreed order changes. * Shipping label and parcel contents match the order. * Tracking information is recorded correctly and the order is marked shipped only after dispatch. ## 7. Common Pitfalls & Troubleshooting | Issue | Recommended Fix | | ---------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------- | | Payment remains pending | Hold the order and verify payment status before releasing it to the warehouse. | | Inventory system shows stock but physical stock is missing | Ask the Inventory Coordinator to investigate and update the stock record; contact the customer if fulfillment is affected. | | Wrong size, color, or quantity is picked | Stop packing, correct the items, and recheck the complete order before sealing the parcel. | | Tracking number is missing or incorrect | Contact the shipping provider or warehouse, verify the dispatch record, and correct the order record immediately. | | Order may miss the one-business-day deadline | Escalate immediately to the Operations Supervisor and prioritize resolution. | ## 8. Suggested Improvements **Optional — not part of the required SOP:** Use automated payment confirmation and inventory alerts to reduce manual checking. A centralized order dashboard can flag unprocessed orders approaching the one-business-day deadline. Barcode scanning during picking can also reduce product-selection errors and improve order accuracy. ## 9. Assumptions Made * Orders are received through a single online store or centralized order-management system. * Payment must be successfully confirmed before an order is released for fulfillment. * The Inventory Coordinator can verify physical stock when system records are uncertain. * Customer communication is handled by the Sales Assistant. * The shipping provider supplies a trackable shipment reference for dispatched parcels. * The one-business-day requirement applies to correctly paid orders with available stock, excluding delays caused by customer response or circumstances outside the business's control. I can also create an image explaining the logical flow of this SOP.