# Standard Operating Procedure (SOP) Template

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## Document Control

| Item | Details |
|------|---------|
| **SOP Title** | [Enter SOP Title] |
| **SOP ID** | [Enter Unique Identifier, e.g., SOP-001] |
| **Version** | [e.g., 1.0] |
| **Effective Date** | [MM/DD/YYYY] |
| **Review Date** | [MM/DD/YYYY] |
| **Prepared By** | [Name, Title] |
| **Approved By** | [Name, Title] |
| **Supersedes** | [Previous SOP ID or “N/A”] |
| **Distribution List** | [Names/Titles or “All Staff”] |
| **Confidentiality Level** | [Public/Internal/Confidential] |

---

## 1. Purpose

State the reason this SOP exists and the overall objective it achieves.

> *Example:* The purpose of this SOP is to define the standardized process for handling customer returns to ensure consistency, compliance with company policy, and high customer satisfaction.

---

## 2. Scope

Define the boundaries of the SOP – what areas, departments, products, or services it covers, and any exclusions.

> *Example:* This SOP applies to all retail and e‑commerce sales channels for products sold by **[Company Name]**. It does not cover warranty claims for third‑party items.

---

## 3. Definitions & Acronyms

| Term / Acronym | Definition |
|----------------|------------|
| **SOP** | Standard Operating Procedure |
| **CSR** | Customer Service Representative |
| **RMA** | Return Merchandise Authorization |
| *Add additional terms as needed* |  |

---

## 4. Responsibilities

Outline who is responsible for each step or decision point.

| Role | Responsibility |
|------|----------------|
| **[Job Title – e.g., Customer Service Manager]** | Approves all return requests above $[Amount] and monitors SOP compliance. |
| **[Job Title – e.g., CSR]** | Initiates return process, communicates with customers, and updates the system. |
| **[Job Title – e.g., Warehouse Lead]** | Receives returned items, inspects condition, and updates inventory. |
| **[Job Title – e.g., Finance]** | Processes refunds or credits in the accounting system. |
| *Add additional roles as needed* |  |

---

## 5. Materials & Equipment

List any forms, software, tools, or equipment required to execute the SOP.

- **[Form Name]** – e.g., Return Request Form (PDF/Online)
- **[Software]** – e.g., CRM System (Salesforce), Inventory Management (Zoho Inventory)
- **[Equipment]** – e.g., Barcode scanner, Packing materials
- **[Other]** – e.g., Shipping label printer

---

## 6. Procedure

Provide a step‑by‑step, numbered list of actions. Use clear, concise language and include decision points, required documentation, and timeframes.

1. **Customer Initiates Return**  
   1.1. Customer contacts **[Contact Method – Phone/Email/Chat]** within **[X]** days of receipt.  
   1.2. CSR records request in **[System]** and assigns a **Return Merchandise Authorization (RMA) number**.  

2. **Eligibility Check**  
   2.1. Verify purchase date, product condition, and warranty status.  
   2.2. If **eligible**, proceed to step 3.  
   2.3. If **not eligible**, inform customer of denial reason and close request.

3. **Issue Return Instructions**  
   3.1. Email the customer the **RMA number**, prepaid shipping label, and packing guidelines.  
   3.2. Log the communication in **[System]** with timestamp.

4. **Receive Returned Item**  
   4.1. Warehouse logs the inbound package, scans RMA barcode, and updates status to **“Received”**.  
   4.2. Inspect item for damage or missing components within **[Y]** business days.

5. **Determine Outcome**  
   5.1. **If item is in sellable condition** → Restock and issue **“Return to Inventory”** note.  
   5.2. **If item is damaged/not resellable** → Create **“Write‑Off”** record and notify Finance.

6. **Process Refund/Credit**  
   6.1. Finance verifies the original payment method and processes refund/credit within **[Z]** days.  
   6.2. CSR notifies customer of completion and provides confirmation number.

7. **Close Case**  
   7.1. Update **[System]** status to **“Closed”**.  
   7.2. Archive all related documents for **[Retention Period]** (e.g., 2 years).

*Add any additional steps or sub‑processes as required for your specific operation.*

---

## 7. Documentation & Records

Specify what records must be kept, the format, and retention period.

| Document | Format | Retention Period | Storage Location |
|----------|--------|------------------|------------------|
| Return Request Form | Digital PDF | 2 years | Cloud folder **/SOP/Returns/** |
| Inspection Report | Digital (CRM) | 2 years | CRM System |
| Refund Confirmation | Email copy | 2 years | Email archive |
| *Add additional records as needed* |  |  |  |

---

## 8. Safety & Compliance

Note any regulatory, legal, or safety considerations.

- Follow **[Regulation – e.g., PCI DSS]** for handling payment data.  
- Dispose of damaged electronic goods according to **[Environmental Guidelines]**.  
- Ensure personal data is protected per **[Privacy Law – e.g., GDPR, CCPA]**.

---

## 9. Training

Outline required training for personnel who will execute the SOP.

| Role | Training Required | Frequency | Trainer |
|------|-------------------|-----------|---------|
| CSR | SOP Overview + CRM Use | Upon hire, then annually | **[Trainer Name]** |
| Warehouse Lead | Inspection & inventory update | Quarterly | **[Trainer Name]** |
| Finance | Refund processing | As needed | **[Trainer Name]** |

---

## 10. Performance Metrics

Identify key performance indicators (KPIs) to monitor SOP effectiveness.

- **Return Processing Time** – Average days from request to refund (target ≤ **[X]** days).  
- **Return Acceptance Rate** – Percentage of returns approved (target ≥ **[Y]%**).  
- **Customer Satisfaction Score** – Post‑return survey rating (target ≥ **[Z]/5**).  
- **Error Rate** – Incorrect refunds or mis‑routed items (target ≤ **[A]%**).

---

## 11. Revision History

| Version | Date | Author | Change Description |
|---------|------|--------|--------------------|
| 1.0 | [MM/DD/YYYY] | [Name] | Initial release |
| *Add subsequent revisions as needed* |  |  |  |

---

## 12. Attachments & References

- **Attachment A:** Return Request Form (template)  
- **Attachment B:** Inspection Checklist  
- **Reference 1:** Company Return Policy (Document ID **[RP-001]**)  
- **Reference 2:** [External Standard – e.g., ISO 9001]  

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## How to use this template

1. **Copy** the entire markdown file into your SOP repository or document management system.  
2. **Replace** every bracketed placeholder (e.g., `[Enter SOP Title]`) with the appropriate information for your business.  
3. **Adjust** sections, steps, or tables to match the specific workflow, regulatory requirements, or tools you use.  
4. **Review** the completed SOP with the relevant department heads and, if needed, a legal or compliance professional before final approval.  
5. **Publish** the SOP to the designated distribution list and ensure all responsible personnel receive training.

**Disclaimer:** This template is provided for general informational purposes only. It may not address all legal, regulatory, or industry‑specific requirements applicable to your organization. You should tailor the content to your particular circumstances and consider obtaining professional advice (e.g., legal, compliance, or industry expert) before implementation.