Joshua Daudu
$10/hr
AI/CRM Automation |Project Management|Airtable|Monday.com|Zapier|Make.com
- Reply rate:
- -
- Availability:
- Hourly ($/hour)
- Location:
- Alimosho, Lagos, Nigeria
- Experience:
- 4 years
SOP for Ecommerce Operation
Standard Operating Procedure (SOP) for ECommerce Operations at
Dazzling Deals
Scope
This SOP applies to all eCommerce operations within the company, covering processes from
order processing to inventory management, product listing, and customer service.
Purpose
To ensure a standardized, efficient, and high-quality approach to eCommerce operations,
delivering consistent results and excellent customer satisfaction.
Stakeholders
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eCommerce Manager
Order Processing Team
Inventory Manager
Customer Service Team
Marketing Team
IT Support Team
Documentation
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Order Processing Guide
Inventory Management Plan
Product Listing Template
Customer Service Guidelines
Return and Refund Policy
Responsibilities
Role
Responsibilities
eCommerce
Manager
Oversee eCommerce operations, coordinate the team, and ensure
targets are met.
Order Processing
Team
Handle order processing, packing, and shipping.
Inventory
Manager
Manage inventory levels, stock replenishment, and storage.
Customer Service
Team
Handle customer inquiries, complaints, and returns.
Marketing Team
Manage product listings, promotions, and online marketing.
IT Support Team
Maintain the eCommerce platform and troubleshoot technical issues.
Procedure and Timeline
Task
Procedure
Duration
1. Order Processing
1.1Order Receipt
1.1Order Receipt (Immediate)
●
Orders are received via
the eCommerce platform
and are automatically
logged into the order
management system.
1.2 Order Verification
●
Verify order details for
accuracy, including
product availability,
customer information, and
payment confirmation.
1.3 Order Fulfillment
●
●
Pick and pack the order
from the inventory.
Generate shipping labels
and documentation.
1.4 Shipping
●
Ship the order using the
designated courier
service.
1.2 Order Verification (Within 2
hours)
1.3 Order Fulfillment (Within 24
hours)
1.4 Shipping (Within 24 hours)
●
2) Inventory
Management
Update the order status
and send a shipping
confirmation email to the
customer with tracking
information.
2.1Stock Monitoring
●
●
Monitor stock levels to
ensure adequate supply.
Update inventory records
in the inventory
management system.
2.1Stock Monitoring (Daily)
2.2 Stock Replenishment
(Regularly)
2.3 Inventory Audits (Monthly))
2.2 Stock Replenishment
●
Reorder stock based on
predefined reorder points
and lead times.
2.3 Inventory Audits
●
3. Product Listing and
Management
Conduct physical
inventory counts to verify
stock accuracy and
identify discrepancies.
3. 1 Product Listing Creation
●
●
Create and update
product listings on the
eCommerce platform.
Ensure listings include
accurate descriptions,
high-quality images, and
pricing information.
3.2 SEO Optimization
●
Optimize product listings
for search engines to
3. 1 Product Listing Creation
(Continously)
3.2 SEO Optimization
(Continously)
3.3 Promotions and Discounts
(Festive Periods)
enhance visibility and
sales.
3.3 Promotions and Discounts
●
4. Customer Service
Manage and implement
promotions, discounts,
and special offers on the
eCommerce platform.
4.1 Customer Inquiries (Within
24 hours)
●
●
Respond to customer
inquiries via email, chat,
or phone.
Provide accurate and
helpful information to
resolve customer issues.
4.2 Complaint Handling (Within
24 hours)
●
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Address customer
complaints promptly and
professionally.
Escalate issues to the
appropriate team member
if necessary.
4.3 Customer Feedback
(Ongoing)
●
Collect and analyze
customer feedback to
identify areas for
improvement.
4.1 Customer Inquiries (Within
24 hours)
4.2 Complaint Handling (Within
24 hours)
4.3 Customer Feedback
(Ongoing)
5. Returns and Refunds 5.1 Return Request Processing
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Verify the eligibility of
return requests based on
the company’s return
policy.
Provide customers with
return instructions and
shipping labels if
applicable.
5.1 Return Request Processing
(Within 48 hours)
5.2 Return Inspection (Within
48 hours of Receipt)
Record Keeping (Ongoing)
5.2 Return Inspection
●
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Inspect returned items for
condition and
completeness.
Process refunds or
exchanges based on the
inspection results.
5.3 Record Keeping
●
6. IT Support and
Maintenance
Maintain accurate records
of returns and refunds in
the order management
system.
6. 1 Maintenance
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Ensure the eCommerce
platform is updated and
running smoothly.
Implement security
measures to protect
customer data.
6.2 Technical Issue Resolution
●
Address and resolve any
technical issues affecting
eCommerce operations.
6. 1 Maintenance (Ongoing))
6.2 Technical Issue Resolution
(Within 24 hours)
Review and Revision
This SOP should be reviewed bi-annually and revised as necessary to ensure it remains
effective and relevant to the company's needs.
Approval
This SOP is approved by:
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Joshua Daudu, eCommerce Manager
Esther Shaw, Order Processing Team
