# Standard Operating Procedure (SOP): Goozone Marketplace Dashboard Management

**Document ID:** SOP-OPS-001  
**Version:** 1.0  
**Effective Date:** September 3, 2026  
**Owner:** Operations Manager  
**Approved By:** Platform Admin  

---

## 1. Objective & Scope

The objective of this SOP is to provide a comprehensive, non-technical guide for team members to navigate and manage the Goozone Marketplace Dashboard [1]. This procedure ensures accurate order processing, correct product and category structuring, smooth delivery scheduling, and proper platform maintenance [1, 2, 6, 7]. 

This SOP applies to all operations personnel, including Customer Service Representatives (CSRs), delivery dispatchers, data entry specialists, and seller brand managers [6, 7].

---

## 2. Roles & Responsibilities

Access permissions vary by role. If you require access to a section not visible on your dashboard, request permissions from the system administrator [1, 8].

* **Delivery Dispatcher / Operations Supervisor (e.g., Sydney):**
  * Monitors driver dashboard, order metrics, and driver performance [1].
  * Reviews daily delivery schedules to assign and dispatch drivers [6].
* **Online Customer Service Representatives (CSRs) (e.g., Sasha, Rosanna):**
  * Manages the Delivery Schedule by dragging and dropping order cards to requested dates [6].
  * Requests updates to shipping zones, cities, and rates based on customer locations [7].
* **Data Entry Specialist (e.g., Joel):**
  * Manages global website configuration (headers, footers, pages, banners, primary branding colors, and icons) [7].
* **Seller Brand Managers (e.g., Joel, Kristen, Laura):**
  * Manage specific store settings (e.g., Do Brazil, Trending Woman, Uptrend) via their respective Seller Dashboards [5].
  * Create and manage coupons and discount codes for their specific brands [5].

---

## 3. Prerequisites & Tools Required

* **Goozone Marketplace Dashboard URL** (with personal login credentials) [1].
* **ERP Administration Dashboard URL:** `[brandname]/admin/login` (for category and attribute creation) [3, 4].
* **Highlevel Platform Account:** Used instead of the dashboard's native email marketing and newsletters for superior functionality [5, 6].

---

## 4. Step-by-Step Procedures

### 4.1. Monitoring Platform Analytics (Dispatcher/Supervisor)

1. Log into the Goozone Marketplace Dashboard [1].
2. Review the **Main Dashboard** for basic metrics: orders placed, confirmed, delivered, and top performing brands [1].
3. Access the **Driver Dashboard** to review driver-specific performance [1]:
   * Select the reporting timeframe (e.g., "Last 30 Days") [1].
   * Compare "Completed" vs. "Incomplete" orders to flag and resolve discrepancies [1].
   * Check total orders delivered by driver and individual performance averages [1, 2].

### 4.2. Order & Customer Management (CSRs & Dispatcher)

1. Navigate to the **Orders** tab and select **All Shop Orders** [4].
2. To view, print, or download a sales receipt, click the options next to the order and download the PDF [4].
3. Monitor the **Failed Orders** section to follow up with customers who had checkout issues [2, 4].
4. Navigate to the **Customers** tab to view the central directory of all registered buyers [4].

### 4.3. Product, Brand, & Category Management (Data Entry/Admin)

1. Navigate to the **Products** section to see:
   * **In-house Products:** Dedicated to *Hello Kits* (the primary core store migrated during marketplace creation) [2, 3].
   * **Digital Products:** Digital-only items (currently inactive) [2, 3].
   * **Seller Products:** Physical or digital products uploaded by external sellers (e.g., Do Brazil, Uptrend, Trending Woman) [3].
2. **Managing Categories:**
   * Go to the **Categories** tab to edit existing category names or toggle their "Featured" status [3].
   * *To create a brand-new category:* You cannot do this on the Marketplace Dashboard. You must log into the **ERP** at `[brandname]/admin/login` and create the category there [3].
3. **Managing Attributes:**
   * You can view attributes on the Marketplace Dashboard but cannot create them there [4].
   * *To create new attributes:* Log into the **ERP**, navigate to **Settings**, and add them there [4].
4. **Managing Brands:**
   * Navigate to the **Brands** tab to create or edit brand profiles directly from the dashboard [3].

### 4.4. Managing Sellers & Packages (Admin)

1. Navigate to the **Sellers** tab to view registered merchants [4].
   * *Note:* Sellers highlighted in **yellow** have not been fully approved yet because they have either not completed setup or have not purchased a seller package [4].
2. Navigate to **Seller Packages** to create subscription and registration packages for onboarded sellers [5].

### 4.5. Marketing & Coupons (CSRs/Brand Managers)

1. **Email Marketing & Newsletters:**
   * *Do not* use the native dashboard newsletter tool, as it lacks advanced functionality [5].
   * Instead, go to the **Subscribers** tab, download the list of subscriber emails, and import them into **Highlevel** to execute email marketing campaigns [5, 6].
2. **Creating Coupons:**
   * *Hello Kits Coupons:* Create these directly in the Marketplace Dashboard under **Coupons** [5].
   * *Other Brand Coupons (Do Brazil, Uptrend, Trending Woman):* These cannot be created from the main dashboard. Brand managers (Joel, Kristen, Laura) must log into their individual **Seller Dashboards** to create and manage their brand-specific discount codes [5].

### 4.6. Driver Setup & Delivery Scheduling (CSRs & Sydney)

1. **Driver Management:**
   * Navigate to the **Drivers** tab to view the driver registry, toggle driver availability (on/off), and review driver payment, maintenance, or bonus histories [2, 6].
2. **Scheduling Deliveries (CSR workflow):**
   * Navigate to the **Delivery Schedule** tab [6].
   * When an order is confirmed, drag and drop the order card into the appropriate date card requested by the customer [6].
3. **Dispatching Deliveries (Dispatcher/Sydney workflow):**
   * Navigate to the **Delivery Schedule** tab [6].
   * Select the current day to review all scheduled deliveries and assign orders to active drivers [6].

### 4.7. Shipping Settings & Zone Updates (CSRs/Data Entry)

1. **Adding New Coverage Areas:**
   * If a CSR identifies a city or country not currently supported, navigate to the **Location** tab first [7].
   * Add the new country, state, or city to the database [7].
2. **Editing Shipping Zones & Rates:**
   * Navigate to **Settings** > **Shop Settings** > **Shipping Information/Shipping Zones** [7].
   * Locate the relevant shipping zone and click **Edit** [7].
   * Add the newly created cities to the zone or adjust the shipping pricing as requested [7].

### 4.8. Website Design and Global Settings (Joel / Data Entry)

1. Navigate to **Website Setup** to manage global parameters [6, 7].
2. Update the site header, footer, banners, and static pages [7].
3. Adjust site aesthetics under appearance settings (e.g., changing primary colors, uploading favicons, or updating brand logos) [7].

### 4.9. Staff Notifications & Language Toggle

1. Navigate to the **Staff** tab to view active backend users [7].
2. Click on a staff member's profile to manage their email notification preferences:
   * Toggle **New Order Email** on if they need to be alerted of new transactions [7, 8].
   * Toggle **New User Email** on for registrations [8].
3. To switch your dashboard language between English and Spanish, use the language toggle in the upper right-hand corner of the profile section [8].

---

## 5. Key Workflows & Frequencies

* **Daily (CSRs):** Manage the Delivery Schedule (drag and drop order cards based on bookings) [6].
* **Daily (Sydney/Dispatcher):** Check the Delivery Schedule for the day's orders, assign drivers, and check completed vs. incomplete order statistics [1, 6].
* **As Needed (Sellers/Brand Managers):** Create coupons in respective dashboards [5].
* **As Needed (CSRs/Data Entry):** Update shipping zones and rates, or add new cities/locations to the database [7].
* **As Needed (Joel/Data Entry):** Update banners, site styling, and static pages [6, 7].

---

## 6. Expected Outcomes & Deliverables

* **Clean Delivery Calendar:** Real-time, drag-and-drop schedule reflecting accurate customer delivery dates [6].
* **Accurate Billing & Shipping:** Shipping rates and cities updated dynamically to prevent pricing errors at checkout [7].
* **Synced Inventory and Categories:** Products and categories aligned with ERP settings [3].
* **Segregated Coupon Tracking:** Brand-specific coupons isolated to avoid unauthorized cross-store discounts [5].

---

## 7. Roadblocks & Troubleshooting

| Issue / Roadblock                                                            | Potential Cause                                                                                             | Action Plan / Solution                                                                                                                        |
|:---------------------------------------------------------------------------- |:----------------------------------------------------------------------------------------------------------- |:--------------------------------------------------------------------------------------------------------------------------------------------- |
| **Cannot find the option to add a new product category or attribute** [3, 4] | Marketplace Dashboard only supports editing existing category names or toggling featured status [3, 4].     | Log into the **ERP** admin portal (`[brandname]/admin/login`) and create the categories/attributes under ERP Settings [3, 4].                 |
| **Coupon code doesn't work for Do Brazil/Uptrend/Trending Woman** [5]        | The coupon was mistakenly created in the Marketplace Dashboard instead of the brand-specific dashboard [5]. | Log out of the main dashboard, log into the specific brand's Seller Dashboard, and create the coupon there [5].                               |
| **Completed vs. Incomplete order discrepancy** [1]                           | Logistical issues, incorrect driver app reporting, or payment processing errors [1, 2, 19].                 | Sydney/Dispatcher must review the driver dashboard for the period, contact the assigned drivers, and reconcile order statuses [1, 19].        |
| **A newly requested city cannot be added to a shipping zone** [7]            | The city has not been created in the main location database yet [7].                                        | Navigate to the **Location** tab first, create the country, state, and city, then return to **Shipping Zones** to add and price it [7].       |
| **Missing access permissions to certain tabs or tools** [1]                  | Staff roles are restricted to ensure security and task segregation [1, 8].                                  | Send a formal request to the tech support team at **admin@goozone.com** with details of your required duties [8]. |