Operations & CX Playbook

Objectives

Hit SLAs, reduce WISMO, lower returns while protecting margins.

Core SLAs

• Order cutoff times by zone
• Pick-pack time targets
• On-time ship % by channel
• Delivery promise accuracy
• Handling time policy per marketplace
• Weekend and holiday rules

Process flows

• Exception handling for OOS, address issues, fraud reviews
• Backorders and preorders rules
• Split shipments and multi-warehouse routing
• Signature required logic by ticket size and risk

WISMO prevention

• Proactive notifications timeline
• Self-service tracking page with carrier events
• ETA updates and delivery instructions capture
• Address validation at checkout
• Photo proof of delivery where supported

Tooling and data

• SLA dashboard with alerts
• Exception queues for late picks, label stalls, scans
• Scan compliance and event timestamps
• Daily aging report on unshipped orders

Returns policy and UX

• Clear policy and window by category
• Simple RMA flow with printable label to save revenue
• Refund timing targets and partial refunds logic
• Return portal with status and instructions

Reason codes and root cause

• Map reasons to actions: mis-pick, damaged, not as described, quality
• Supplier feedback and packaging changes
• PDP clarity fixes for expectation gaps
• Carrier claims workflow for damage and loss

Packaging and quality

• Right-size packaging and protective materials
• Tamper seals and photo at pack
• Insert cards for care and support info