Product Overview

Summary: This Packaging and Delivery Standard Operating Procedure sets out a clear, repeatable process for preparing, packing, and dispatching goods in line with Australian customer expectations and regulatory requirements. It helps businesses reduce damage in transit, minimise delays, and present a consistent, professional brand experience from warehouse to customer doorstep.

The Packaging and Delivery Standard Operating Procedure provides a complete, end‑to‑end workflow for how products are prepared, packaged, labelled, and dispatched from your premises. It translates good practice in warehousing and logistics into clear, step‑by‑step instructions that can be followed by new and experienced staff alike. From order verification and product picking, through to packaging selection, labelling, carrier handover, and proof‑of‑dispatch, this SOP ensures every order leaves your site correctly and consistently the first time.

Designed for Australian businesses that ship locally and interstate, this procedure addresses common pain points such as damaged goods, mis‑picked orders, incorrect labels, and poor communication between warehouse, customer service, and freight providers. It supports compliance with carrier requirements and relevant Australian packaging and labelling standards while reinforcing your brand through professional presentation. By embedding this SOP into daily operations, businesses can reduce rework and claims, improve delivery performance, and enhance customer satisfaction in a way that is simple to train, audit, and continuously improve.

Key Benefits

• Streamline order fulfilment by standardising the steps from order receipt to carrier handover.
• Reduce product damage and loss in transit through defined packaging selection and packing methods.
• Improve delivery accuracy with clear checks for order verification, labelling, and documentation.
• Enhance customer satisfaction by ensuring orders arrive complete, on time, and professionally presented.
• Support training and onboarding with a clear, auditable process that reduces reliance on informal knowledge.

Who is this for?

• Warehouse Supervisors
• Dispatch Coordinators
• Operations Managers
• E‑commerce Managers
• Logistics and Supply Chain Managers
• Inventory Controllers
• Customer Service Managers
• Quality Assurance Managers
• Small Business Owners managing their own fulfilment

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles and Responsibilities
• 4.0 Required Tools, Materials and Systems
• 5.0 Order Receipt and Verification Process
• 6.0 Picking and Internal Transfer of Goods
• 7.0 Packaging Selection Guidelines (by product type and risk profile)
• 8.0 Standard Packing Methods and Quality Checks
• 9.0 Labelling, Documentation and Barcoding Requirements
• 10.0 Carrier Selection, Booking and Handover Procedure
• 11.0 Handling Express, Bulk and Special Deliveries
• 12.0 Management of Damaged, Short or Incorrect Shipments
• 13.0 Recordkeeping, Tracking and Proof of Dispatch
• 14.0 Integration with Customer Service and Returns Processes
• 15.0 Training, Competency and Supervision Requirements
• 16.0 Continuous Improvement, Auditing and Review

Legislation & References

• AS 2400 series – Packaging
• AS/NZS ISO 9001:2016 – Quality management systems – Requirements
• Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) – obligations relating to delivery and supply of goods
• Chain of Responsibility provisions under the Heavy Vehicle National Law (HVNL), as applicable to freight and logistics partners
• Australia Post and major carrier consignment, packaging and labelling requirements (e.g. dangerous goods declarations where relevant)