Shopify — B2C Order Fulfilment SOP

By user_fullname on August 17, 2026

Beginner

Shopify → ERPNext Order Fulfilment SOP (B2C) — v2

Owner: B2C Manager (Bridget) | Store: velobiotics-sa.myshopify.com | Warehouse: Finished Goods - V | Currency: ZAR

Purpose: every online order is confirmed with the customer, invoiced, picked, delivered and closed accurately — with the right person owning each step.

Updated 17 Aug 2026 (v2): Pick List no longer auto-prints; Delivery Note is created & submitted by the Warehouse Manager; Sales Invoice now auto-submits the moment the order is marked fulfilled on Shopify.

1. What happens automatically (no action needed)

When a customer places and pays for an order on the website, ERPNext automatically, within seconds:

Records the order (audit trail) and imports it as a Sales Order.
Creates a draft Sales Invoice — customer matched/created, items mapped to VEL codes, 15% VAT, warehouse = Finished Goods - V.
Prints the Tax Invoice to the Brother printer automatically. ✅ (This is working and unchanged.)
Creates a draft Pick List for the warehouse. The Pick List is NOT auto-printed — the warehouse prints it when they pick.
Raises a Task + To-Do to Bridget: "Shopify NEW order #SPFxxxx — call customer to confirm."

Unpaid orders: no invoice — only a "call customer for payment" task.
Abandoned carts: a daily "call shoppers and offer a recovery discount" task.

2. Who does what — the roles

Step	Owner	Action
1–3 Order → Invoice → auto-print	System	Automatic. No action.
4 Pick List created (not printed)	System	Automatic. Warehouse prints it themselves when picking.
Confirm order	B2C Manager (Bridget)	Call the customer, confirm order + delivery address, advise fulfilment timing, close the To-Do.
5 Delivery Note	Warehouse Manager	Picks the stock, then creates and submits the Delivery Note from the Pick List. This is what moves stock out of Finished Goods - V.
6 Mark fulfilled on Shopify	Warehouse / B2C	Once the parcel is dispatched, mark the order Fulfilled in Shopify. ERPNext then auto-submits the Sales Invoice (within ~10 min) — no manual submit needed.

3. Bridget's daily routine

Work your open To-Do list each morning and as new orders arrive. For every "call customer to confirm" task:

Call the customer. Confirm they placed the order, the delivery address is correct, and advise fulfilment timing.
Note the outcome on the To-Do (e.g. "Confirmed by phone, address OK") and close it.
Hand over to the warehouse — the Pick List is already waiting for them. You do not submit the invoice or create the delivery note yourself.

You no longer submit invoices manually. Once the warehouse dispatches and marks the order Fulfilled on Shopify, the Sales Invoice submits itself automatically. Your job is the confirmation call and clean handover.

4. The flow at a glance

Shopify paid order
  └─▶ Sales Order (auto)
      ├─▶ Draft Sales Invoice (auto) ──▶ 🖨️ Tax Invoice prints to Brother
      ├─▶ Draft Pick List (auto, not printed)
      └─▶ Task to Bridget: "call to confirm"
            └─▶ Bridget confirms with customer
               └─▶ Warehouse picks → creates + submits Delivery Note (stock leaves)
                    └─▶ Mark Fulfilled on Shopify → Sales Invoice auto-submits ✅

Safety net: if the Delivery Note is submitted before Shopify is marked fulfilled, the invoice also submits then — whichever happens first. No double submission.

5. Exception handling

Situation	What to do
Customer can't be reached	Try again later the same day. Note attempts on the To-Do. Warehouse should hold dispatch until confirmed.
Customer cancels	Cancel the draft Sales Invoice & Pick List. Refund in Shopify. Note reason. (Cancelled orders are never auto-submitted.)
Wrong / duplicate customer	Flag Operations/Finance to merge — never create a second record.
Item out of stock	Warehouse advises timing; hold the Delivery Note until stock is available.
Order marked fulfilled but invoice still Draft after ~15 min	Check the order really is Fulfilled (not partial) in Shopify. If it is and the invoice hasn't submitted, escalate to the GM (Chomba).
Order in Shopify but no task / invoice in ERPNext	Escalate to the GM — webhook may have missed. Do not invent an invoice.

6. Quick reference

Store: velobiotics-sa.myshopify.com (ZAR) | Order prefix: #SPFxxxxx
Warehouse: Finished Goods - V
Printer: Brother — auto-prints the Tax Invoice only (Pick List is printed by the warehouse on demand)
Doc chain: Sales Order → Sales Invoice (Draft) → Pick List (Draft) → Delivery Note (Warehouse, stock out) → Mark Fulfilled on Shopify → Invoice auto-submits
Invoice auto-submit trigger: Shopify order marked Fulfilled (checked every 10 min), OR Delivery Note submitted (safety net)
Escalation: missing orders / stuck invoices → GM (Chomba); customer merges → Operations/Finance.

Source: ERPNext live pipeline audit & reconfiguration, 17 Aug 2026. Scripts: "Velobiotics Shopify - Route Order", "- Print Paid Invoice", "- Fulfillment Sync (Scheduler)", "- DN Submit Closes Invoice". "Auto Process Pick List on Submit" disabled (DN now owned by Warehouse Manager).