# STANDARD OPERATING PROCEDURE (SOP)
## SOP-04: Order Fulfillment Coordination & Seller Payout Processing

| Document ID | Version | Effective Date | Process Owner | Target Audience |
| :--- | :--- | :--- | :--- | :--- |
| SOP-04 | 1.0 | September 4, 2026 | Operations & Finance Lead | Sellers, Support Staff, Delivery Coordinators |

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### 1. Objective & Scope
**Objective:** To define the step-by-step procedures for managing customer orders, coordinating courier pickups, generating and printing invoices, and processing seller withdrawal (payout) requests while maintaining strict financial accuracy.

**Scope:** Applies to all orders generated on the Goozone marketplace and subsequent payout disbursements to merchants via direct bank transfer [14, User instructions].

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### 2. System Prerequisites & Required Tools
- Access to the Goozone Seller Dashboard & Admin Panel [1, 14].
- Goozone Registered Delivery Courier Network [14].
- PDF Reader and Printer (for printing order receipts) [14].
- Bank Transfer System (for Admin to disburse payouts) [User instructions, 14].

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### 3. Step-by-Step Procedure

#### Phase 1: Order Intake & Inventory Verification (Joint Action)
1. **Automated Order Alerts:**
   - When a customer places an order, automated email notifications are instantly dispatched to:
     1. The **Customer** (Order confirmation) [14].
     2. The **Seller** (Sales alert) [14].
     3. **Goozone Support Admin** (Fulfillment alert) [14].
2. **Stock Verification (Seller Action):**
   - The seller must immediately log into their dashboard, click the **Orders** tab, and locate the new order entry [14].
   - Locate the unique **Order Code** (this code must be referenced in all communications with Goozone staff to quickly locate transactions) [14].
3. **Pickup Coordination (Admin Action):**
   - Goozone's fulfillment team will contact the seller via phone or WhatsApp to verify physical stock availability and coordinate the courier pickup details [14].
   - *SLA:* This coordination call must occur within **2 hours** of order receipt.

#### Phase 2: Packaging, Printing, & Courier Hand-Off (Seller Action)
1. **Print Order Receipt:**
   - In the **Orders** tab, locate the order row and click the **PDF** (document) icon to view the receipt [14].
   - Note the payment terms:
     - If prepaid, a digital **"Paid" stamp** is displayed [14].
     - If **Cash on Delivery (COD)**, the receipt will show a "Cash on Delivery" watermark indicating payment is pending pickup [14].
   - Click the blue **Download** icon to save the invoice to the local computer, and print a physical copy [14].
2. **Package Goods:**
   - Pack the items securely. Staple or tape the printed PDF receipt firmly to the outside of the package [14].
3. **Courier Transfer:**
   - Hand the package to the Goozone-assigned delivery driver when they arrive [14].
   - *Fulfillment Update:* Once our courier successfully delivers the package and collects cash (if COD), Goozone updates the system [14]. The order status automatically switches to **"Confirmed"** and the payment status changes to **"Paid"** on the seller’s dashboard [14].

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#### Phase 3: Earnings & Payout Requests (Seller Action)
*Note: Sellers accumulate earnings from confirmed and paid sales. Direct bank transfer is the exclusive payout method [14, User instructions].*

1. **Verify Balance:** Navigate to **Payout Request** on the dashboard sidebar to view your available balance [14, 17].
2. **Check Payout Prerequisites:** 
   - Ensure your **Payout Settings** (Bank Name, Account Number, Account Name) are correct [3, 14].
   - Verify that your available balance meets the mandatory minimum threshold of **$200 TT** [14].
3. **Submit Payout Request:**
   - Click the blue **"Send Payout Request"** button [14].
   - Input the payout amount. 
     - *CRITICAL SYSTEM RULE:* **Do not enter decimals.** The system only accepts whole numbers (e.g., enter *226*, not *226.05*) [14].
   - (Optional) Enter an administrative message (e.g., *"Please process to my RBC account"*) [14].
   - Click **Send** [14]. The transaction will log under payout history with a status of **"Pending"** [14].

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#### Phase 4: Administrative Payout Disbursement (Admin Action)
1. **Request Review:** Goozone Finance logs into the Admin Panel and reviews pending requests under **Payout Requests** [14].
2. **Execute Bank Transfer:**
   - Extract the seller's bank details from their payout settings [3, 14].
   - Log into Goozone's corporate banking portal and execute a direct bank transfer to the merchant’s account [User instructions, 14].
   - *Admin SLA:* Process payouts **within 2 to 24 hours** from request submission [User instructions].
3. **Clear Ledger:**
   - Once the bank transfer is complete, mark the payout request as **"Confirmed"** in the Admin panel [14].
   - *Result:* The funds will move from the seller's "Balance" into their **"Payouts" (Completed) history** [14, 17].
4. **Audit Commissions (Seller Action):**
   - Sellers can navigate to **Commission History** on their dashboard to view a transparent breakdown of Goozone commissions deducted per transaction [14, 17].

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### 4. Expected Outcomes & Deliverables
- Timely order pickup and professional delivery to consumers [14].
- Printed invoices attached to all physical outgoing packages [14].
- Transparent earnings, commission auditing, and automated payout tracking [14].
- Completed bank transfers settled within the 2-24 hour SLA window [User instructions].

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### 5. Potential Roadblocks & Troubleshooting

| Operational Roadblock | Root Cause | Action / Resolution Path |
| :--- | :--- | :--- |
| **"Request Payout" button is greyed out or inactive** | Available balance is below the $200 TT threshold, or bank details are blank | **Sellers:** Check your balance. Sales must be fully delivered and "Confirmed" before earnings clear [14]. Confirm bank details are saved in Payout Settings [3]. |
| **System displays an "Invalid Amount" error during payout request** | Seller typed a decimal value (e.g., $150.50) | **Sellers:** Re-submit the request using a rounded-down, whole integer (e.g., 150) [14]. |
| **Payout remains "Pending" past 24 hours** | Administrative backlog or payment processing delay | **Sellers:** Message support on **WhatsApp** with your shop name to immediately accelerate the payout [User instructions]. |
| **Courier arrived, but item is out of stock** | Inventory tracking was not updated on the dashboard | **Sellers:** Apologize to the courier. Edit the product's status to **"Out of Stock"** to prevent further orders [11]. Contact support to cancel the current order. |