What is an SOP in eCommerce?

An SOP (Standard Operating Procedure) is a single-source, step-by-step instruction set that tells your team who does what, how, and with which evidence—every time. Good SOPs include:

• Purpose (risk/revenue it protects), scope, owner, and effective date
• Pre-checks and definitions (policy terms, restricted content)
• Numbered steps with screenshots, templates, and acceptance criteria
• Evidence to retain (filenames + storage path) and SLA/KPIs
• Change log and links to policies the procedure relies on

Why SOPs matter—beyond efficiency

Video: SOP mindset & enforcement readiness

The Core eCommerce SOP Stack (Amazon-ready)

For a deeper dive on prevention and appeals structure, see our related resources:

• Suspension Prevention Plan (Attorney-Supervised)
• Five Steps to Avoid an Amazon Seller Account Suspension

How to write an SOP your team will actually follow

1. Pick a risk/revenue goal. For example: “Reduce ‘not as described’ returns to <1.2%.”
2. Define scope & owner. Include backups and SLAs (e.g., “24-hour response”).
3. Write numbered steps. One action per step; add screenshots or gifs where ambiguous.
4. Add acceptance criteria. How do you know this step is “done right”?
5. Specify artifacts. File names and storage path (e.g., /Evidence/2025/FBA/ASN-1234/).
6. Link current policy text. Tie steps to the exact Amazon page or section.
7. Test & time the run. A peer runs it verbatim; fix unclear steps.
8. Version & train. Record who trained, when, and on which version.

Mini-template (copy/paste)

Title: FBA Shipment Creation & Prep
Owner: Ops Lead | Effective: 2025-10-01 | Version: 1.4
Purpose: Prevent carton label errors, shortages, and lost units.
SLA/KPIs: Inbound discrepancy < 0.25%; Prep errors < 0.5 per 1,000 units.

Pre-Checks:
- ASINs gated/restricted? Y/N | Hazmat/oversize rules checked? Y/N
- Packaging requirements confirmed (poly, suffocation label, expiration format)?

Procedure (summary):
1. Generate plan in SC → download SKU list (CSV) → save to /Evidence/Shipments/<planID>
2. Print FNSKU labels (thermal 300dpi) → spot-check 3 items per SKU (photo).
3. Case pack according to SC quantities → add box content info → export PDF.
4. Weigh/measure each carton on video (timestamp visible) → photo of label on box.
5. Book carrier in SC; keep pickup scan + tracking.
6. Upload all artifacts to folder; log in shipment register.

Artifacts:
- CSV, box content PDF, label PDFs, 2 photos per carton (label + scale), pickup scan.
Linked Policies: FBA Prep & Packaging; Shipment Requirements (current URLs in policy register).
Change Log: 1.4 Added timestamped video step; 1.3 Updated box-content tolerance.

Governance cadence: keep SOPs aligned to policy changes

• Weekly: Account Health sweep; ticket anything red/amber; capture screenshots.
• Monthly: Review Amazon’s policy-changes hub; update SOP links and screenshots.
• Quarterly: Fire-drill a mock complaint and generate a POA packet from artifacts.
• Annually: Access review (Seller Central, ad accounts, WMS); rotate credentials; archive old evidence per retention policy.

Common SOP mistakes (and quick fixes)

• Copy-paste policies without actions. Fix: translate policy sentences into specific checks (“If image shows a person → verify model release on file”).
• No evidence path. Fix: every step outputs a named file saved to a predictable folder.
• Outdated screenshots. Fix: date-stamp images and set a monthly refresh task.
• VA-only knowledge. Fix: require peer verification and owner sign-off on revisions.
• No post-mortems. Fix: after any defect or violation, update root cause and preventive steps in the SOP within 72 hours.

Walk-through: Incident response & POA structure

FAQ