# SOP: Order exception (out of stock or damaged)

Owner: Fulfilment manager
Frequency: Every order that cannot ship
Tools: Shopify, Inventory system, Help desk, Shipping carrier portal

> **How to adapt this template**
> - Replace every [bracketed] value with your own limits, wording and names.
> - Consumer law differs by country. Fill in the [delivery deadline] and [statutory remedies] lines with the rules for each country you sell to, taken from your government's consumer-protection site or your lawyer.
> - Name one owner. That person keeps this document current.
> - Test it with the person who packs orders and ask which cases are missing.

## Purpose

Resolve orders that cannot ship as planned, tell the customer early and keep stock records accurate.

## Scope

Covers paid orders held for one of these reasons: item out of stock, item damaged or defective, or an address problem. Does not cover carrier loss after dispatch. Follow [lost parcel SOP] for that.

## Trigger

A picker, packer or system alert flags an order that cannot be shipped.

## Roles

- **Picker or packer:** flags the problem and holds the order.
- **Fulfilment coordinator:** investigates and contacts the customer.
- **Fulfilment manager (owner):** decides on exceptions and supplier claims.
- **Support agent:** handles any follow-up from the customer.

## Steps

1. **Picker or packer:** Stop packing the order, add a note with the reason in [order system], and move it to the [exceptions shelf / tag].
2. **Fulfilment coordinator:** Identify the cause: out of stock, damaged, or address problem. Check the delivery date promised to the customer and the [delivery deadline] set by local law or your terms.
3. If out of stock, then **fulfilment coordinator** recounts the shelf and checks [incoming stock list] for a delivery date. Correct the inventory count in [Shopify / inventory system].
4. If damaged, then **fulfilment coordinator** photographs the item, sets it aside and logs it in the [damage log].
5. If the address is incomplete or invalid, then **fulfilment coordinator** checks it against the carrier's address checker and the order notes.
6. **Fulfilment coordinator:** If the payment was only authorised and not yet captured, check when the authorisation expires (with Shopify Payments the standard window is 7 days). Capture it or cancel and re-create the order before it lapses, following [payment capture rules].
7. **Fulfilment coordinator:** Contact the customer within [1] working day. State the issue, the options and a deadline to reply.
8. **Fulfilment coordinator:** Offer the options that apply:
   - Wait for restock, with a date.
   - Swap for a similar item.
   - Ship the available items now and the rest later.
   - Cancel and refund in full.
   - For a damaged or defective item: replacement or refund as set by [statutory remedies].
9. If the customer does not reply within [3] working days, then send one reminder. If there is still no reply after [5] working days, then apply [default action, e.g. cancel and refund in full]. Never keep the customer's money for goods you cannot supply.
10. **Fulfilment coordinator:** Record the customer's choice, update the order and, where relevant, request a refund through [refund SOP].
11. **Fulfilment coordinator:** Release the order for packing once the cause is fixed.
12. If a supplier or carrier caused the damage, then the **fulfilment manager** files a claim within [5] working days, or inside the carrier's claim deadline if that is shorter.

## Checks before closing

- The customer has been told in writing and has chosen an outcome, or the default action is recorded.
- Inventory counts match the shelf.
- The order status and tags are correct.
- No order has passed the [delivery deadline] without the customer being offered a refund.
- The damage log or claim is recorded where relevant.
- The reason is logged for [monthly] review.

## Exceptions

- **High-value order (over [amount]):** the fulfilment manager approves the outcome.
- **Time-sensitive order (gift, event):** contact the customer the same day.
- **Repeated stock errors for one product:** fulfilment manager checks stock counting and supplier lead times.

## Time and targets

Suggested targets, adjust to your volume:

- Flag to customer contact: within [1] working day.
- Customer reply to resolution: within [2] working days of the reply (or of the default action date).
- Exceptions per [100] orders: review monthly and look for patterns.

## Related

- [Customer refund SOP]
- [Stock count SOP]
- [Supplier ordering SOP]

Review: [every 6 months]

---
Template by bigital · https://bigital.agency/resources/sop-templates/order-exception-out-of-stock/