Your step-by-step operating playbook.
Proposed client-review workflow, not approved internal policy: keep the store organized and responsive through accurate listings, order and inquiry support, approved digital campaigns, and reporting. Work within delegated permissions; pricing, refunds and campaign budgets require client approval.
The complete SOP is visible below—no download or extra click required. Tailor the selected duties, training, tools and approval limits with your team before work starts.
Complete task & responsibility scope.
Support store operations within delegated permissions; obtain approval for pricing, refunds and campaign budgets.
Select the duties relevant to your business at kickoff. Extended duties require suitable training, supervisor approval and scoped access; this list does not automatically authorize clinical, legal, licensed or financial decisions.
- Maintain product listings
- Support orders and customer inquiries
- Coordinate approved digital campaigns
- Report store activity and exceptions
- Reviewed listing changes with source and approval references
- Order-support records with verified status and next action
- Customer responses with resolution or escalation notes
- Campaign readiness checklist and approved execution record
- Store activity report with exceptions, owners and follow-up dates
01 / Deliverables, ownership & kickoff
What you receive
- Reviewed listing changes with source and approval references
- Order-support records with verified status and next action
- Customer responses with resolution or escalation notes
- Campaign readiness checklist and approved execution record
- Store activity report with exceptions, owners and follow-up dates
Who owns what
Assistant
- Check listings, order support and campaigns against approved sources.
- Execute approved delegated actions; record changes and responses.
- Report activity, unresolved needs and decisions without inventing answers.
Client owner
- Supply product facts, order policies, briefs and contact permissions.
- Approve pricing, refunds, budgets and publishing; retain purchases, payments and professional decisions.
- Resolve exceptions; identify approvers and backup contacts.
VSI coordinator or agreed Team Lead
- Confirm scope, handoffs and client review arrangements.
- Review samples; coach listing accuracy, support notes and campaign coordination.
- Route blockers and ownership issues without assuming client approval authority.
Confirm before work starts
- Agree storefronts, categories and delegated actions.
- Identify approver, backup contact and escalation channel.
- Provide approved SKU references, descriptions, images and pricing decisions.
- Confirm order statuses, customer verification steps and support policies.
- Supply campaign briefs, audiences, contact permissions and opt-out handling.
- Provision individual accounts with minimum necessary permissions; test draft access.
- Agree reporting definitions, review samples, timezone and quality targets.
02 / Skills, systems & approved access
Skills and qualifications
- E-commerce operations
- Product content accuracy
- Customer support
- Campaign coordination
- Store activity reporting
Verify the capability—not just the résumé
- E-commerce operations
- Trace a sample order through defined statuses without changing fulfillment or payment.
- Product content accuracy
- Compare a draft listing with approved SKU, variant, description and image references.
- Customer support
- Draft an order-delay response using approved policy and an explicit next step.
- Campaign coordination
- Check a brief for approval, audience permissions, offer accuracy and scheduling readiness.
- Store activity reporting
- Reconcile sample listing, inquiry and campaign counts to source records.
Tools and systems
Use client-approved tools and individual role-based accounts. Examples are options, not claims that an integration or subscription is included. Never share credentials in chat.
- Shopify or client store platform
- Order management system
- Approved campaign and analytics tools
- Approved campaign tools
- Approved analytics tools
How access supports the procedure
Shopify or client store platform
Use: Prepare listings; perform authorized updates.
Access: Individual account; restrict pricing and publishing as agreed.
Order management system
Use: Verify status; record support actions.
Access: Limit information and modification rights to assigned duties.
Approved campaign tools
Use: Prepare content; coordinate authorized scheduling.
Access: Client-selected tool; separate drafting from sending or publishing permission.
Approved analytics tools
Use: Read agreed store and campaign measures.
Access: Read-only where practical; no integration enabled without client authorization.
03 / Maintain accurate product listings
Start when: Client assigns a new listing or approved correction.
What you need
- Approved product reference and assets
- SKU and variant identifiers
- Change request and approval limits
How to complete the work
- Match the request to product and variants; flag missing or conflicting facts.
- Compare current content with approved descriptions, images and pricing; record intended changes.
- Prepare the draft without inventing claims, availability or product attributes.
- Check variant mapping, image association, formatting and changed prices against approval.
- Submit for required client authorization; apply only the approved version within permissions.
- Inspect the saved listing, record approval and change references, and report completion or gaps.
Changes match approved sources; the change record identifies authorization and reviewer.
If something is missing or outside scope: Hold disputed facts or unapproved prices; send SKU and proposed correction to the client.
04 / Support orders and customer inquiries
Start when: A customer question or order-status exception enters the assigned queue.
What you need
- Customer request and order identifier
- Approved verification and support policy
- Current order record
How to complete the work
- Verify the customer before sharing details; check for duplicate or resolved requests.
- Read order status and the question; separate confirmed information from assumptions.
- Prepare a policy-based response or action, identifying refund or pricing decisions needed.
- Obtain approval for exceptions; the authorized client handles refund payments and purchase decisions.
- Send an authorized response through the approved channel; perform only permitted administrative updates.
- Record response, approval, status and follow-up owner; close resolved items and report open exceptions.
Record shows verified information, authorized action and resolution or an owned follow-up.
If something is missing or outside scope: Escalate disputed charges, uncertain status or requests beyond policy; avoid unsupported delivery or refund promises.
05 / Coordinate approved campaigns and report activity
Start when: An approved campaign enters preparation or the reporting period closes.
What you need
- Approved campaign brief and budget decision
- Audience permissions and suppression information
- Store and campaign activity records
How to complete the work
- Check offer, audience, timing and approver; confirm approved product details remain current.
- Prepare material in the selected tool; check links, offer consistency and approved contact permissions.
- Confirm opt-outs and exclusions are reflected; submit final version and schedule for authorization.
- Coordinate authorized execution; schedule or publish only when expressly delegated, without changing budgets.
- Record approved version, execution status and exceptions; pause unresolved mismatches for client review.
- Reconcile listing work, order inquiries and available campaign measures; report dates, sources, exceptions and owners.
Campaign status is documented; activity reporting separates confirmed results from unavailable data.
If something is missing or outside scope: Hold campaigns missing approval or with permission or offer conflicts; escalate unexplained reporting differences.
06 / Daily rhythm, quality & reporting
Daily routine for this role
- Review listing changes and pending approvals.
- Check order questions and unresolved status exceptions.
- Review upcoming approved campaign readiness.
- Update action records and follow-up owners.
- Summarize completions, blockers and client decisions needed.
Weekly review
- Review listing samples and recurring corrections.
- Reconcile store activity and campaign reporting sources.
- Review aging inquiries, exception causes and priorities with the client.
Quality checks and measures
Agree review standards with the client. Example measures are not guaranteed service levels.
Listing accuracy
Review standard: Agree sampled accuracy target for SKU, variants and approved content.
Evidence: Source-to-listing checklist and corrections.
Support record completeness
Review standard: Agree percentage containing status, response and follow-up owner.
Evidence: Reviewed inquiry records.
Campaign readiness
Review standard: Propose every executed campaign having documented approval; confirm at kickoff.
Evidence: Approval reference and final-version checklist.
Reporting reconciliation
Review standard: Agree source-difference tolerance; explain discrepancies rather than conceal them.
Evidence: Dated source counts and exception notes.
Reporting and handoff
Cadence: Propose daily summaries and weekly review; client confirms cadence and targets, not guaranteed outcomes.
- Reporting date range
- Listings completed or awaiting approval
- Order-support volumes and statuses
- Open customer inquiries
- Campaign approval and execution status
- Available measures and sources
- Exceptions, owners and next actions
07 / Approval limits & escalation
Decisions that need approval
- Client review is required before adoption; this template authorizes no account operations.
- Client retains pricing, refunds, budgets, purchases, payments, filings and professional decisions.
- Use approved product statements and policies; do not promise growth or delivery outcomes.
- Outbound campaign support follows approved contact permissions, scripts and opt-outs.
- Systems are client-approved choices, not promised integrations; protect customer information within authorized access.
What to do when work cannot proceed
Product sources conflict or pricing lacks approval
Action: Hold changes; send SKU, conflicting details and decision requested.
Owner: Client owner
Refund, payment dispute or unsupported order promise
Action: Record and route the decision without moving money or promising resolution.
Owner: Client owner or authorized payment professional
Campaign permission, offer or budget is unclear
Action: Pause execution; request written clarification and approval.
Owner: Client owner
Access failure or recurring discrepancies block work
Action: Document affected tasks; coordinate client correction or review without expanding permissions.
Owner: VSI coordinator or agreed Team Lead
Name the owner and backup, agree response windows and permissions, and record client sign-off at kickoff. Revisit the SOP whenever scope or access changes.