E-commerce SOP templates
E-commerce ops live on repeatable workflows. These SOP templates cover the high-volume tasks — refunds, fulfillment, supplier receiving — that protect margin and customer experience as orders scale.
Featured template
Process customer refund requests within 24 hours of submission
Full example: Refund handling SOP
Purpose: Process every refund request within 24 hours of submission while protecting margin.
Scope: Customer support team for all orders under $500. Higher-value refunds escalate to the support lead.
Procedure
- Acknowledge the request within 2 hours via the support inbox.
- Confirm order ID, purchase date, and reason for the refund against the order system.
- Verify eligibility against the published refund policy (30 days, unused condition).
- Approve and issue the refund through the payment processor for eligible requests under $500.
- Escalate ineligible or high-value requests to the support lead with a one-line summary.
- Send the resolution email to the customer with the expected refund timeline.
- Log the request, resolution, and reason code in the CRM for monthly reporting.
FAQs
- Which SOPs matter most for a DTC brand?
- Refund handling, fulfillment pick-and-pack, inbound receiving, and customer escalation. These cover the workflows that touch every order and directly affect contribution margin.
- Do these templates work for Shopify, WooCommerce, and others?
- Yes — the procedures are platform-agnostic. Adapt the system-specific steps (where to click, what report to pull) to your stack when you customize.
Browse all SOP templates, see worked SOP examples, or read the canonical SOP format.
Other industries: Restaurant, Marketing agency, SaaS support, Real estate. Or generate a custom SOP for your exact task.