Documented Processes: The 8 SOPs Every Operation Needs Before Hiring

Lucas Ferraz · 2026-10-07

To ensure your e-commerce operation is efficient and scalable, it’s essential to have well-defined, documented processes (SOPs). Here are the 8 SOPs you should implement before hiring new team members.

1. launch a campaign

• Define the campaign objective: conversions, reach, or engagement.
• Create a posting calendar with dates and times.
• Use FreeSpy to analyze competitors’ campaigns and identify best practices.
• Create the creatives (images, videos, and copy) following the platform’s guidelines.
• Target your audience based on demographic and behavioral data.
• Review and approve the ads before they go live.

2. cut ads

• Set clear criteria for performance analysis (e.g., CPA, ROAS).
• Define how often you’ll review performance (daily, weekly).
• Use reporting tools to identify underperforming ads.
• If an ad doesn’t hit the target within a specific timeframe, cut it immediately.
• Document the process to prevent future mistakes and optimize decision-making.

3. confirm an order

• Create a checklist to verify the order is correct (items, quantities, customer details).
• Set a standard for communicating with the customer (email, SMS).
• Set deadlines for order confirmation to keep things moving quickly.
• Use management software to automate order confirmation and customer notifications.
• Document all interactions for future reference.

4. handle a return

• Set a deadline for return requests (e.g., 7 days).
• Create a standard form for customers to fill out when requesting a return.
• Set criteria for accepting returns (e.g., product condition, packaging).
• Document the refund and inventory update process.
• Train the team to handle returns with empathy and efficiency.

5. close out the cash

• Create a daily process for reconciling sales, including payments received and returns.
• Use management software that makes it easy to record all transactions.
• Set a fixed time to close out the cash and generate reports.
• Check for discrepancies between sales and payments, and investigate them immediately.
• Document the process and create a closing report the team can review.

6. performance analysis

• Set KPIs for each stage of the process.
• Hold monthly meetings to discuss results and strategy adjustments.
• Use historical data to forecast trends and adjust campaigns.

7. training new team members

• Create a handbook with all documented SOPs and practical examples.
• Run hands-on and classroom training sessions.
• Monitor new team members’ performance during their first few months.

8. ongoing sop updates

• Review the SOPs every quarter, updating them based on new needs and learnings.
• Involve the team in suggesting process improvements.

SOPs don’t just boost efficiency—they also provide a solid foundation for growth. Which SOPs have you already documented, and which ones do you still need to implement? Share numbers!