Order Fulfillment SOP Template for E-commerce

# Order Fulfillment SOP — E-commerce **SOP Number:** ECO-OF-001 | **Version:** 1.0 | **Department:** Warehouse Operations ## Purpose To fulfill customer orders accurately, efficiently, and within promised delivery windows. ## Scope Warehouse staff, shipping team, customer service. ## Procedure 1. **Order Receipt** (automated, every 15 min) - System pulls new orders from Shopify/WooCommerce - Orders auto-assigned to pick list - Priority flag: Express orders processed first 2. **Picking** - Print pick list or use mobile scanner - Follow warehouse zone sequence (minimize walking) - Verify SKU, size, color match order - Place in labeled tote bin 3. **Packing** - Select appropriate box size (minimize void fill) - Include packing slip face-up - Add branded tissue paper/thank you card - Seal and weigh package - Print shipping label 4. **Shipping** - Scan package to confirm shipment - System auto-sends tracking email to customer - Sort by carrier (USPS, UPS, FedEx) - Hand to carrier or schedule pickup 5. **Quality Control** - Random 5% audit of packed orders - Photo damaged items before disposal - Log errors in error tracker ## KPIs - Order accuracy rate: >99.5% - Same-day fulfillment (orders before 2pm): >95% - Packaging damage rate: <0.5%