Monday - Weekly SOP's

Monday Checklist — Delivery Review & Weekly Reset

Purpose

This checklist is completed every Monday to review weekend deliveries, customer issues, missing items, refunds, subscriptions, and the key fixes needed for the week.

The goal is to make sure no customer issue gets missed and that recurring problems are turned into better systems.

Owner

Charlie / Ops Manager

When

Every Monday morning.

Monday Priority

Monday is for:

  • Reviewing weekend delivery issues

  • Fixing customer problems quickly

  • Checking failed or missed orders

  • Reviewing refunds and store credits

  • Checking subscriptions

  • Identifying what went wrong

  • Deciding the top fixes for the week

Checklist

1. Customer Service Review

☐ Check all unread customer emails
☐ Check Shopify Inbox / customer messages
☐ Check Instagram DMs if relevant
☐ Check missed calls / text messages if relevant
☐ Reply to urgent customer issues first
☐ Flag anything that needs Charlie / manager approval

Notes:

2. Weekend Delivery Review

☐ Check Saturday delivery issues
☐ Check Monday delivery orders still pending
☐ Check failed deliveries
☐ Check late deliveries
☐ Check customers who were not home
☐ Check driver notes
☐ Check courier issues
☐ Check any orders that need redelivery

Notes:

3. Missing Item / Damaged Item Review

☐ Check missing item messages
☐ Check damaged product messages
☐ Check incorrect item messages
☐ Check if the issue was packing, product, delivery, or customer error
☐ Record any repeat issues
☐ Decide if the customer needs refund, credit, replacement, or apology

Notes:

4. Refunds / Store Credits

☐ Review refund requests
☐ Review store credit requests
☐ Check any refunds from the weekend
☐ Check if customer has been replied to
☐ Check if refund or credit has actually been processed
☐ Record any high-value or unusual refund issue

Notes:

5. Subscription Review

☐ Check failed subscription payments
☐ Check subscription cancellations
☐ Check customer subscription questions
☐ Check customers asking to pause, skip, change or cancel
☐ Check any subscription order problems
☐ Flag anything that needs a system fix

Notes:

6. Sales / Order Count Check

☐ Check weekly sales so far
☐ Check current order count
☐ Check subscription order count
☐ Check one-off order count
☐ Check if sales are ahead, behind, or normal
☐ Decide if an email / SMS / marketing push is needed

Notes:

7. Product / Stock Issue Review

☐ Check if any product was short last week
☐ Check if any product had quality issues
☐ Check if any supplier issue affected orders
☐ Check if any item needs to be removed, replaced or improved
☐ Check if packing team reported any product issues

Notes:

8. System Fixes

For every issue from the weekend, decide what type of fix is needed.

☐ Does this need a checklist item?
☐ Does this need an SOP update?
☐ Does this need staff training?
☐ Does this need a manager task?
☐ Does this need a Shopify / Flow / automation fix?
☐ Does this need a customer communication fix?

Notes:

9. Top 3 Fixes For This Week

Write the three most important fixes for the week.

10. Monday Manager Summary

Complete this before finishing the checklist.

What went wrong over the weekend?

What customers need follow-up?

What needs fixing this week?

Who needs to be told or trained?

What is the most important priority today?

Monday Rule

No issue should just be “dealt with” and forgotten.

Every repeat issue must become one of these:

  1. A checklist item

  2. An SOP update

  3. A staff training point

  4. A manager task

  5. A Shopify/system fix

The goal is to make Atlas better every week.