Order Fulfilment SOP

# Order Fulfilment SOP

## Purpose
Follow for every order to minimise errors, speed up delivery times, and maintain a consistent fulfilment experience for customers.

## When to Use
A step-by-step order fulfilment procedure from order receipt through picking, packing, shipping, and delivery confirmation with quality checks at each stage.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (Shopify or Xero)

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## Order Fulfilment Standard Operating Procedure

### 1. Purpose and Scope
This SOP defines the standard process for fulfilling customer orders from the moment an order is received through to delivery confirmation. It ensures accuracy, speed, and consistency in every order shipped. This procedure applies to all customer orders processed through Shopify, including online orders, phone orders, and wholesale orders.

### 2. Roles and Responsibilities
- **Order Processor:** Reviews incoming orders, verifies details, and releases orders for picking.
- **Warehouse Picker/Packer:** Picks, checks, and packs orders according to this procedure.
- **Shipping Coordinator:** Generates shipping labels, coordinates courier pickups, and manages tracking.
- **Customer Service:** Handles order enquiries, delays, and delivery issues.

### 3. Prerequisites
- Shopify configured with accurate stock levels and product details
- Shipping accounts set up with courier partners
- Packing stations stocked with materials (boxes, mailers, bubble wrap, tape, packing slips)
- Printer configured for shipping labels

### 4. Service Level Targets

| Order Type | Processing Time | Shipping Method |
|------------|----------------|-----------------|
| Standard | Packed within 1 business day | Standard courier (3-5 business days) |
| Express | Packed within 4 hours | Express courier (1-2 business days) |
| Wholesale | Packed within 2 business days | Freight or courier as arranged |

### 5. Procedure

**Step 1: Order Receipt and Review**
New orders flow into Shopify automatically. The Order Processor reviews each order within 1 hour of receipt during business hours. Check for:
- Payment confirmed (do not process unpaid orders)
- Shipping address complete and valid (contact the customer if unclear)
- Any special instructions or gift notes
- Product availability (all items in stock)

Flag any issues and contact the customer before proceeding. If all is clear, mark the order as "Processing" in Shopify.

**Step 2: Generate Pick List**
Print or view the pick list for the order batch. Group orders by warehouse zone to minimise travel time. For single-item orders, batch into a single pick run. For multi-item orders, pick individually to reduce errors.

**Step 3: Pick Items**
Using the pick list:
1. Navigate to the first item's storage location
2. Verify the SKU, colour, size, and variant match the order
3. Check the item for defects or damage
4. Place the item in the pick bin with the corresponding order slip
5. Mark the item as picked on the pick list
6. Repeat for all items in the batch

If an item is not in the expected location, check adjacent locations and the returns area. If the item cannot be found, notify the Inventory Manager and Customer Service immediately.

**Step 4: Quality Check**
Before packing, verify each order:
- Correct items (SKU match)
- Correct quantities
- Items are in sellable condition (no damage, stains, or defects)
- Any personalisation or customisation is correct

Record the quality check completion on the packing slip.

**Step 5: Pack the Order**
1. Select the appropriate packaging for the items (minimise waste, ensure protection)
2. Wrap fragile items individually
3. Include the packing slip inside the package
4. Add any promotional inserts, samples, or thank-you cards per current marketing instructions
5. Include gift wrapping or gift note if requested
6. Seal the package securely
7. Weigh the package and record the weight

**Step 6: Generate Shipping Label**
1. Select the correct shipping method based on the customer's selection and order type
2. Generate the shipping label via the integrated courier system
3. Verify the shipping address one final time
4. Affix the label straight and clearly visible
5. Record the tracking number in Shopify

**Step 7: Dispatch**
1. Sort packed orders by courier for efficient handover
2. Scan each package at dispatch to update the system status
3. Place packages in the designated courier collection area
4. Mark orders as "Fulfilled" in Shopify, which triggers the customer shipping notification with tracking details
5. Record the number of packages dispatched for the daily reconciliation

**Step 8: Monitor Delivery**
Track all shipments daily:
- Confirm courier scan events (picked up, in transit, delivered)
- Investigate any shipments showing no movement after 2 business days
- Proactively contact the customer if a delivery issue arises
- For failed delivery attempts, coordinate with the courier and customer

**Step 9: Handle Delivery Issues**
If a customer reports a missing, damaged, or incorrect order:
1. Apologise and acknowledge within 4 business hours
2. Investigate the order records and courier tracking
3. Reship the correct item or process a refund per the Returns Policy
4. Record the issue type in Shopify for trend analysis
5. Review the root cause and update procedures if needed

### 6. Quality Checks
- Pick accuracy target: 99.5% or higher
- Pack quality audit: spot-check 5 packages per day before dispatch
- Delivery issue rate target: under 1% of orders

### 7. Revision History
| Version | Date | Author | Changes |
|---------|------|--------|---------|
| 1.0 | [Date] | [Author] | Initial release |

### 8. Related Documents
- Returns and Refunds Policy
- Packaging Guidelines
- Courier Partner Contact List
- Inventory Management SOP

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**Complexity:** intermediate | **Setup time:** 20 minutes | **Tools:** Shopify, Xero, Slack