SOP — Order Fulfillment

Trigger: a #sales-order reaches status paid.

Steps

1. Create fulfilment — copy _Template — Fulfillment, name FUL-YYYYMMDD-NNN, link order.
2. Reserve stock — create a #stock-move (direction: out, reason: sale, link ref to the order). Increment reserved on each #inventory item, or decrement on_hand at pack time. Pick FIFO (oldest batch first).
3. Pack — verify SKUs, doses, and that the batch has a COA on file. Status → packed.
4. Ship — book courier (J&T / Pos Laju / etc.), enter courier + tracking, set ship_date. Status → shipped.
5. Notify — tracking flows to the customer via the site’s track-order → WhatsApp function.
6. Close — on delivery, set fulfilment delivered and the order delivered.

Exceptions

• Out of stock at pack time → hold, raise/await a #purchase-order, tell the customer, escalate if it’s a top-seller.
• Damaged in transit / wrong item → status issue, open a #support-ticket, escalate refund/replacement.

Definition of done

Order delivered, stock decremented, no open issue.