Courier and Logistics Standard Operating Procedure (SOP) for Golive eTechnologies

1. Purpose:

The purpose of this Courier and Logistics Standard Operating Procedure (SOP) is to establish a standardized and efficient process for managing the courier and logistics operations at Golive eTechnologies. This SOP outlines the guidelines and steps to ensure timely and accurate delivery of electronic products to our customers.

2. Order Processing and Packaging:

2.1 Order Verification:

- Upon receiving an order, the sales team verifies the order details, including the product(s), quantity, shipping address, and contact information.
- Any discrepancies or missing information should be promptly resolved with the customer.

2.2 Packaging:

- The warehouse team is responsible for properly packaging the products to ensure their safety during transit.
- Adequate packaging materials, such as bubble wrap, foam inserts, and sturdy boxes, should be used to protect the electronic products.

3. Courier and Logistics Selection:

3.1 Courier Evaluation:

- The logistics team should evaluate and select reliable courier partners based on their track record, service quality, coverage area, and competitive pricing.
- Regular performance reviews should be conducted to ensure that the chosen couriers meet the required standards.

3.2 Service Level Agreements (SLAs):

- SLAs should be established with the selected courier partners, clearly defining expectations regarding pickup, transit time, delivery, tracking, and customer support.
- SLAs should be regularly monitored and reviewed to ensure compliance and identify areas for improvement.

3.3 Return Authorization

- Ensure that the product is securely packaged in its original packaging or an equivalent protective packaging to prevent damage during transit.
- You are responsible for the shipping costs associated with the return unless the return is due to our error or a defective product.

4. Shipment Preparation and Documentation:

4.1 Shipment Booking:

-- The logistics team should book the shipment with the selected courier, providing all relevant details such as weight, dimensions, pickup location, and delivery address.

4.2 Shipment Documentation:

- The required shipping documents, including invoices, packing slips, customs forms (if applicable), and any necessary permits, should be prepared accurately and attached to the shipment.

4.3 Tracking and Communication:

- The logistics team should ensure that each shipment is assigned a unique tracking number and that this information is communicated to the customer.
- Regular updates should be provided to the customer regarding the shipment status and expected delivery date.

5. Shipment Handover and Tracking:

5.1 Handover Process:

- The warehouse team should hand over the packaged shipment to the assigned courier, ensuring that the courier acknowledges receipt and provides a receipt or waybill.

5.2 Tracking and Monitoring:

- The logistics team should actively monitor the shipment's progress using the assigned tracking number and courier's online tracking system.
- Any delays or exceptions should be promptly addressed with the courier to minimize delivery disruptions.

- In cases where the product is defective or damaged, we may offer an exchange for the same or a similar product, subject to availability.
- If the desired product is not available, a refund or store credit will be provided.

6. Delivery and Customer Communication:

6.1 Delivery Confirmation:

- Once the shipment is delivered, the courier should obtain a proof of delivery (POD) from the customer or their authorized representative.
- The POD should be documented and filed for future reference.

6.2 Customer Communication:

- The customer should be promptly notified of the delivery status, including the date and time of delivery.
- Post-delivery, the logistics team should proactively follow up with the customer to ensure satisfaction and address any concerns.

7. Returns and Claims:

7.1 Returns Process:

- The returns process should be clearly defined, including the procedure for handling return requests, product inspections, and customer refunds or replacements.
- Returns should be documented, and the appropriate actions should be taken in accordance with the company's return policy.

7.2 Claims Handling:

- In the event of lost, damaged, or delayed shipments, the logistics team should promptly initiate claims with the courier and follow up until resolution.
- The claims process should be documented, and necessary supporting documentation should be provided to the courier.

8. Continuous Improvement:

- Regular evaluation of courier performance, customer feedback, and industry best practices should drive
continuous improvement in the courier and logistics operations.
- Periodic reviews of this SOP should be conducted to incorporate any necessary updates or improvements.
Golive eTechnologies is committed to providing reliable and efficient courier and logistics services to ensure the satisfaction of our customers. Compliance with this Courier and Logistics SOP is essential for achieving our operational objectives. If you have any questions or require clarification regarding this SOP, please contact the Logistics Manager or your immediate supervisor.

Ashutosh Mishra
Co-Founder and CBO
Golive eTechnologies