SOP: Order exception (out of stock or damaged)

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]