Creating Orders Manually for Customers
Purpose: For Inbound Sales, Follow-Up, and CX Teams
This SOP defines when manual order creation is allowed, how to create orders correctly in the Admin Panel, and what validations are mandatory to avoid failures, SLA issues, and customer complaints.
1. Purpose of This SOP
Manual order creation exists to:
✔ Help non-tech-savvy customers
✔ Recover high-intent dropped leads
✔ Speed up conversion for high-value devices
✔ Reduce checkout friction
Rule: Manual creation is a support tool, not a shortcut.
2. When Manual Order Creation Is Allowed
Sales/CX may create an order manually only when:
Customer explicitly asks for help
Customer faces technical issues
Customer is not comfortable using the app
High-end device (iPhone/MacBook) needs assisted conversion
Customer is on call and confirms all details verbally
3. When Manual Order Creation Is NOT Allowed
❌ Pincode not serviceable
❌ Device not supported
❌ Customer unsure or “just checking”
❌ Price or condition not confirmed
❌ Customer hasn’t given clear consent
Golden Rule:
If the customer hasn’t said “Yes, please place the order”, do not create it.
4. Mandatory Pre-Checks (Before Creating Order)
Sales/CX must confirm ALL of the following:
A. Serviceability
Correct city & pincode
Device-type serviceable
B. Device Details
Brand, model, variant
Correct condition selected
Accessories mentioned (if applicable)
C. Price Confirmation
Explain inspection-based pricing
Confirm customer agrees to estimated price
D. Pickup Details
Full address
Landmark
Preferred time slot
E. Payment Method
Confirm UPI/Bank account ready
5. Step-by-Step: Manual Order Creation Flow
Step 1: Open Lead / Customer Profile
Path:
Admin Panel → Leads → Select Lead
(If no lead exists, create from Customer section.)
Step 2: Click “Create Order”
This converts the lead into an order.
Step 3: Fill Device Details
Device type (Phone/Laptop/Tablet/Mac)
Brand & model
Storage / variant
Condition selections
⚠️ Accuracy here is critical.
Step 4: Confirm Estimated Price
Price auto-calculates
Verbally confirm with customer:
“The estimated price showing is ₹_____. Final price depends on inspection. Are you okay to proceed?”
Proceed only after clear yes.
Step 5: Enter Pickup Details
Full address
Pincode
Landmark
Preferred pickup slot
Step 6: Review Order Summary With Customer
Quick recap:
Device
Price range
Pickup location
Payment mode
Get final confirmation.
Step 7: Create Order
Click Confirm / Create Order
Order ID is generated
6. After Order Creation (Mandatory Actions)
✔ Inform customer that order is placed
✔ Share Order ID verbally or via SMS/WhatsApp
✔ Explain next steps:
Vendor assignment
Pickup inspection
Instant payment at pickup
✔ Update lead disposition:
Create Order
7. Common Errors to Avoid
🚫 Wrong device model or variant
🚫 Incorrect condition selection
🚫 Wrong pincode
🚫 Creating order without consent
🚫 Over-promising final price
🚫 Missing address details
These errors cause:
Pickup failures
Price disputes
SLA violations
Vendor complaints
8. Handling Price Disputes (If Customer Later Objects)
If customer says:
“I didn’t agree to this price”
Action:
Check call notes
Re-explain inspection logic
Offer cancellation if required
Do not argue
9. Manual Order Creation – Accountability
Sales/CX agent who creates the order is accountable for data accuracy
Repeated wrong orders may lead to retraining or restriction
10. One-Page Quick Summary (Training Card)
When Allowed:
Customer asks for help or faces tech issues
Before Creating:
Serviceability ✔ Price ✔ Consent ✔ Address ✔
After Creating:
Share Order ID → Explain pickup → Update disposition
Goal:
Assist customers, not force orders.