Product Overview

Summary: This E-Commerce Delivery Management Standard Operating Procedure sets out a clear, end-to-end framework for getting online orders picked, packed, dispatched and delivered accurately and on time. Designed for Australian businesses, it aligns fulfilment workflows with customer expectations, carrier requirements and WHS obligations, helping you scale reliably without sacrificing service quality.

This E-Commerce Delivery Management Standard Operating Procedure provides a structured, repeatable process for managing every stage of online order fulfilment in an Australian context. From order receipt and stock allocation through to picking, packing, labelling, handover to carriers and final delivery confirmation, the SOP defines who does what, when and how. It is designed to support a mix of delivery options common in Australia, including standard post, express services, couriers, bulky freight and click-and-collect.

In a competitive online retail market, inconsistent delivery processes quickly translate into lost revenue, poor reviews and high support costs. This SOP tackles those pain points head-on by standardising workflows, clarifying escalation paths for lost or delayed parcels, and setting clear communication triggers for customers and internal teams. It supports compliance with Australian consumer law on delivery timeframes and refunds, integrates practical WHS considerations for manual handling and vehicle loading, and provides a robust foundation for training new staff or transitioning to a 3PL model. The result is a dependable delivery experience that protects your brand, reduces errors and keeps customers informed at every step.

Key Benefits

• Streamline order-to-delivery workflows to reduce errors, delays and rework.
• Improve on-time delivery performance and customer satisfaction across all delivery channels.
• Standardise communication with customers, carriers and internal teams for greater transparency.
• Reduce delivery-related costs through clearer processes, fewer disputes and better carrier utilisation.
• Support compliance with Australian consumer and WHS obligations related to delivery and handling of goods.

Who is this for?

• E-Commerce Managers
• Operations Managers
• Logistics and Fulfilment Managers
• Warehouse Supervisors
• Customer Service Team Leaders
• Inventory and Supply Chain Coordinators
• Small Business Owners running online stores
• 3PL (Third-Party Logistics) Account Managers

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles and Responsibilities
• 4.0 Applicable Legislation, Standards and Carrier Requirements
• 5.0 Order Receipt and Verification Process
• 6.0 Inventory Allocation and Stock Availability Checks
• 7.0 Picking Procedures and Accuracy Controls
• 8.0 Packing Standards, Packaging Selection and Labelling Requirements
• 9.0 Delivery Method Selection (Standard, Express, Courier, Bulky Freight, Click-and-Collect)
• 10.0 Carrier Booking, Manifesting and Handover Process
• 11.0 Tracking, Status Updates and Customer Communication
• 12.0 Management of Delays, Lost Parcels and Delivery Exceptions
• 13.0 Returns, Redeliveries and Refund Handling Linked to Delivery Issues
• 14.0 Performance Monitoring, KPIs and Continuous Improvement
• 15.0 Training, Induction and Competency Requirements
• 16.0 Document Control and Review

Legislation & References

• Fair Trading Acts (State and Territory) – obligations relating to delivery timeframes and representations
• Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) – guarantees relating to delivery and supply of goods
• Heavy Vehicle National Law (HVNL) and Chain of Responsibility (where applicable to freight operations)
• Safe Work Australia – Model Code of Practice: Managing risks of hazardous manual tasks
• AS/NZS ISO 9001:2016 Quality management systems – Requirements (for process standardisation and continual improvement)