Standard Operating Procedure (SOP)
Also known as: SOP
A Standard Operating Procedure (SOP) is a documented, repeatable workflow that describes exactly how a specific operational task is performed — including triggers, steps, decision points, and exit conditions.
In COD operations the SOP is the artifact that turns risk into predictability. Confirmation has an SOP (the retry sequence, the script, the address-validation flow). Multi-carrier routing has an SOP (the performance window, the new-carrier probation, the underperformer demotion). Reverse logistics has an SOP (the attempt cap, the warehouse-return routing, the inspection criteria).
Without SOPs, performance varies by agent, by carrier rep, by day-of-the-week. With SOPs, the operation produces a tighter band of outcomes — which is what turns 90/90/7 from a marketing claim into a measurable target.
Regional SOP standardization is one of Fufills' seven non-negotiable differentiators: the same operating standard runs Mexico, Guatemala, Honduras, and El Salvador — not four different operations sharing a brand.
Hard-gated confirmation
Hard-gated confirmation is a COD operational policy where orders are not released to the warehouse for shipping until they have been confirmed by a risk-control call center. If the buyer cannot be reached after the retry SOP completes, the order does not ship.
Multi-carrier execution
Multi-carrier execution is the practice of routing each individual order to the best-performing carrier for its specific destination zone, based on historical delivery success — rather than locking into a single carrier per country.
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