Order Processing SOP
This SOP defines how orders are handled on the StillBee website from the moment a customer places an order until it is completed.
Follow this process to avoid mistakes, delays, and customer issues.
Purpose
To ensure every order is processed accurately, packed correctly, shipped on time, and updated properly in WooCommerce.
Who Should Follow This
- Store Owner
Understanding Order Statuses
– StillBee uses WooCommerce default order statuses.
– Each status represents a specific stage of the order.
- Pending Payment – Order placed, payment not confirmed
- Processing – Payment received, order being prepared
- Completed – Order shipped/delivered successfully
- Cancelled / Failed – Order not valid or payment failed
Order Processing Steps
- Log in to WordPress as Store Owner.
- Go to WooCommerce → Orders.
- Check for new orders marked as “Processing”.
- Open the order and review:
– Customer details
– Products ordered
– Size, color, and quantity
– Payment status - Confirm stock availability.
- Pack the items carefully according to the order.
- Add a private order note if needed (internal reference).
- Update the order status to “Completed” after shipping/delivery.
Packing & Quality Checks
- Verify correct product, size, and color
- Check for defects or damage
- Use clean and safe packaging
- Include invoice or packing slip if applicable
When to Contact the Customer
- Incorrect or incomplete address
- Out-of-stock situation
- Delivery delay
- Payment-related clarification
Contact the customer only when necessary to avoid confusion.
What Not to Do
- Do not complete orders without checking stock
- Do not change order details without reason
- Do not delete orders
- Do not mark orders completed before shipping
Handling Problem Orders
- Payment failed → Leave as Pending / Failed
- Customer requests cancellation → Cancel the order
- Duplicate order → Verify before action
Final Checklist Before Marking Completed
- Correct product packed
- Correct size and quantity
- Customer details verified
- Order notes added if needed
Last updated: 18 December 2025
Owner: StillBee Collection