Customer Will Place Order / Already Ordered – Handling
Purpose: For Inbound Sales & Follow-Up Teams (with CX visibility)
This SOP defines how to handle two Connected outcomes correctly—to avoid duplicate orders, reduce unnecessary follow-ups, and protect data quality and conversion metrics.
1. Purpose of This
To ensure:
✔ No duplicate orders are created
✔ Customers aren’t over-called
✔ Follow-ups are timed correctly
✔ Clean reporting & fair agent evaluation
✔ Smooth handoff to Ops/CX when needed
Golden Rule:
If the customer is acting independently, support—don’t interfere.
2. Definitions (Clear & Non-Negotiable)
A. Customer Will Place Order
Customer has intent and says they will complete the order themselves (now or later).
Examples:
“I’ll place it tonight.”
“I’ll do it from the app.”
“I’ll ask someone and then place.”
B. Already Ordered
Customer has already completed the order before or during the call.
Examples:
“I already placed the order.”
“Pickup is scheduled.”
“I got an order ID.”
3. When to Use: Decision Guide
Customer Statement | Correct Handling |
|---|---|
“I’ll place it myself” | Customer Will Place Order |
“I’ll do it later today” | Customer Will Place Order |
“I already booked” | Already Ordered |
“Pickup is fixed” | Already Ordered |
“Help me place now” | Create Order |
4. Handling: Customer Will Place Order
What Sales Should Do
Acknowledge & support
“Perfect 👍 If you need any help, I’m here.”
Set a light follow-up
Ask permission for a follow-up time (same day/next day)
Do not push manual creation
Offer help, not pressure
“If anything blocks you, just reply or I can assist.”
Admin Panel Actions
Disposition: Connected → Customer Will Place Order
Notes (mandatory):
Customer will place order themselves today.Asked for follow-up tomorrow 11 AM (if not placed).
Follow-Up Rules
1 gentle follow-up only (call or WhatsApp)
If still not placed → move to Waiting for Quote or close politely
If placed → update to Already Ordered
5. Handling: Already Ordered
What Sales Should Do
Congratulate & confirm
“Great! Thanks for confirming.”
Verify lightly
Ask for Order ID (if available)
Or confirm pickup details
Stop selling
No upsell
No re-creation
No additional persuasion
Admin Panel Actions
Disposition: Connected → Already Placed an Order
Notes (mandatory):
Customer confirmed order placed.Pickup scheduled.
Next Steps
Sales hands off
Ops/CX owns the journey
Sales should not follow up again unless asked
6. What NOT to Do (Strictly Prohibited)
🚫 Do not create a new order “just to be safe”
🚫 Do not re-pitch or renegotiate
🚫 Do not mark Create Order without creating one
🚫 Do not keep calling after confirmation
Duplicate orders = vendor issues + bad CX + wrong metrics
7. Common Edge Cases & How to Handle
Case 1: Customer Says Ordered, But No Order Found
Ask for Order ID
Check Admin Panel by number
If still not found → ask customer to wait; escalate to CX
Case 2: Customer Will Place Order Keeps Delaying
One follow-up only
If no progress → Waiting for Quote or close politely
Case 3: Customer Orders After Follow-Up
Update disposition to Already Ordered
Add confirmation note
Stop further calls
8. KPI & Reporting Impact
Correct handling improves:
Accurate Create Order %
True Conversion %
Lower Duplicate Order Rate
Better Agent Fairness
Wrong handling inflates:
Fake conversions
Ops load
CX complaints
9. One-Page Quick Summary (Training Card)
Customer Will Place Order
Intent yes, action pending
One gentle follow-up
No manual creation
Already Ordered
Action done
Verify & stop selling
Handoff to Ops/CX
Golden Rule
👉 Support independence. Don’t duplicate effort.