The standard operating procedures DTC brands run every day. Cross-tool workflows for customer service, subscriptions, returns, marketing, and ops.
Black Friday and Cyber Monday will 3 to 8x your normal ticket volume in 96 hours. Brands that prepare a tight customer service SOP...
Two agents in the same week handle the same refund three different ways. One issues store credit, another goes full refund, a thir...
Damaged-on-arrival claims are the most-abused refund category in DTC. Some customers legitimately receive damaged product. Others ...
Most support tickets resolve at tier 1. Five to 15 percent need escalation, and those are the tickets that decide whether a custom...
Your top 5 percent of customers generate 30-40 percent of revenue. Yet most DTC brands treat them identically to first-time buyers...
Customer ordered, then realized the address is wrong. Common enough that it gets its own SOP. The window to change addresses depen...
A new support hire takes 30-60 days to reach full productivity. Most teams underinvest in onboarding, resulting in 90-day ramps an...
Every subscription brand loses 30 to 50 percent of cancellations they could have saved with a working pause flow. This SOP defines...
Customers who canceled subscriptions are not lost. 15-30 percent of cancellations can be reactivated within 90 days of cancel if e...
Cart abandonment is the single largest recoverable revenue stream in DTC. The average store recovers 5 to 15 percent of abandoned ...
Influencer programs grow from 5 creators to 50 fast. Spreadsheet payout tracking that worked at 5 breaks at 50. Late payments dama...
Stockouts are operational failures that become brand problems if mishandled. Customers who tried to buy and couldn't are at high r...
Customer orders on December 22, expecting Christmas delivery. It arrives December 28. They're angry, ship costs you twice (deliver...
Inventory variance is the silent margin killer. Shopify says 100 in stock. 3PL counts 87. Customer orders the 90th unit and gets a...
Fraud rate in DTC averages 0.5 to 2 percent of orders, costing chargebacks plus product loss plus shipping. Aggressive blocking hi...
Chargebacks happen. Some are fraud, some are friendly fraud (customer doesn't recognize charge), some are legitimate complaints th...
Defective product hits customer, customer complains, you replace and apologize. Multiply by hundreds and your CSAT tanks. The leve...
Switching 3PLs is one of the riskiest DTC operations. Done wrong, orders ship late, inventory disappears, customers complain, and ...
Bundles in Shopify are a frequent source of inventory chaos. The parent SKU shows in stock, but components are out. Or worse, you ...
Pre-orders let you capture demand before inventory arrives. They also create the highest-stakes customer expectation in DTC: custo...
Record your screen while running any DTC workflow. ReccordSOP generates a structured SOP with timestamped screenshots.
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