Operations
How we run the business day-to-day.
Sections
- B2B & wholesale — reseller onboarding, pricing, ordering, settlement
- Retail fulfillment — Shopify / Amazon / eBay order flow, exceptions, refunds
- SOP library — all standard operating procedures in one place
- Decision records — ADRs for significant business decisions
The 10 SOPs we should write first
These are the ones that, if they existed, would immediately reduce how often Ray is the bottleneck.
- Customer eSIM activation failure handling
- Refund request review and execution
- Telstra SIM manual activation (edge cases)
- Customer complaint 48-hour response flow
- B2B reseller onboarding and approval
- B2B monthly reconciliation and settlement
- New product launch (Shopify + OMS + SEO)
- Order exception alert handling
- Google Ads account anomaly (declined, payment failure)
- System outage emergency response (Shopify / chatbot / OMS down)
See SOP library for templates and existing SOPs.