https://docs.google.com/document/d/1AMBk8a_BqdB-RjMlpLKhpr2LXbtFd3261UTlUooz4WY/edit?tab=t.0
SOP: Calling Customers for Order Modification (Unfulfilled Orders)
Objective
To ensure customers’ address details are corrected before dispatch, reducing non-deliveries and RTOs due to incorrect or incomplete addresses.
Scope
This SOP applies to all unfulfilled orders where the customer requests:
- Address change (excluding pincode changes)
- Order edit requests (product/variant/size change)
Responsibility
• Inbound/WhatsApp/Email Agents /SM (L1) to identify and flag qualifying tickets.
• L2 Team or Designated Calling Agent to immediately call customers and confirm updates.
Process
• Check if the order is unfulfilled in Shopify.
• Validate the customer’s request type:
- Address correction (house number, street, landmark, etc.)- Can be done from L1 &L2
-Phone number and Email ID updation- Can be done from L1 & L2
- Product edit (size, color, variant)- Cannot be done from L1&L2
- No pincode change-Deny
- No Customisation can be done- Deny
Fulfilled orders
For Fulfilled orders, we will inform customers that we will not be able to edit anything once the order is dispatched and resolve the ticket. We can inform customers to request delivery partner to deliver at their location in case delivery partner is willing to.
1. 2. Immediate Call to Customer
• Place a call to the customer immediately to drop the correct address on call and take it on WA channel or email as per medium of customer contact and team can update the address in Shopify. • Use the following sample script:
“Hi [Customer Name], this is [Agent Name] calling from [Brand Name]. We noticed your request to update your address for order #[Order ID]. I’d like to confirm your correct address to ensure smooth delivery. Could you please share the complete address including house number, landmark, and phone number?”
2. 3. Verify & Update in Shopify
• Confirm the full address during the call.
• Verify it’s serviceable with the existing pincode.
• Update the new address in Shopify → Orders → Edit Shipping Address.
• Add the call note under Order Timeline:
“Address updated as per customer confirmation on call. Verified by [Agent Name] on [Date/Time].”
3. 4. Customer Confirmation
• Send a WhatsApp or Email message:
“Hi [Customer Name], we’ve updated your address as confirmed on call. Your order #[Order ID] will now be dispatched to the revised location. Thank you!”
4. 5. Ticket Closure
• Tag the ticket as: Order Modification - Address Update (Call Verified)
• Close the ticket once Shopify update is done and confirmation sent.
Calling Frequency:
3 times (frequency 5 min)we will call the customers from all channels and take address details and update in Shopify.
Note: We will not call customers in case all details are shared in the first go to us. We will update and confirm customer. However it is mandate to call the customer if there is any request without details only if the order is unfulfilled status.
New taggings added :
