# CX Digital — Customer Service SOP library

> Agent-ready customer-service procedures (SOPs) for e-commerce, derived from the CX Digital swimlanes. Generic reference versions: no client data, no secrets. Each procedure has intent + example messages, logical tools, steps with decisions, guardrails and human escalation. NL/EN.

- [Index (JSON)](https://swimlanes.cxdigital.nl/sops/index.json): all procedures with links
- [Full bundle (JSON)](https://swimlanes.cxdigital.nl/sops/all.json): all procedures in one file
- [Swimlanes (visual)](https://swimlanes.cxdigital.nl/): the clickable process diagrams

## Order, delivery & WISMO

- [CS-W01 — Order status & Track & Trace](https://swimlanes.cxdigital.nl/sops/md/CS-W01.md): Goal: answer “where is my order?” fast and correctly with live status from WMS/webshopplatform. | How: fetch status live, share T&T or communicate expected delivery date. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W01.json)
- [CS-W11 — WISMO – with Sendcloud](https://swimlanes.cxdigital.nl/sops/md/CS-W11.md): Goal: quickly give the customer clarity on order status via Sendcloud tracking. | WISMO = “Where Is My Order”, the biggest contact driver in e-commerce. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W11.json)
- [CS-W12 — WISMO – without Sendcloud (manual)](https://swimlanes.cxdigital.nl/sops/md/CS-W12.md): Goal: provide order status without automated tracking. Agent checks manually with the carrier. | More steps and longer lead time than the Sendcloud variant. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W12.json)
- [CS-W06 — Lead time / stock / backorder](https://swimlanes.cxdigital.nl/sops/md/CS-W06.md): Goal: answer lead time, stock and backorder questions correctly with WMS data. | How: check stock, communicate lead time or get backorder date from supplier. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W06.json)
- [CS-W16 — Change / cancel order (before shipping)](https://swimlanes.cxdigital.nl/sops/md/CS-W16.md): Goal: handle changes (address, product, cancellation) quickly while the order has not shipped yet. | Time-critical: the window before picking/shipping determines what is still possible. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W16.json)
- [CS-W04 — Product advice & sizing](https://swimlanes.cxdigital.nl/sops/md/CS-W04.md): Goal: help the customer pick the right door hardware (lock, handle, hinge) with correct sizing — fewer returns from wrong sizes. | How: ask needs, sizing from knowledge base, advice + product link. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W04.json)
- [CS-W05 — Quote & business order (B2B)](https://swimlanes.cxdigital.nl/sops/md/CS-W05.md): Goal: let business customers quickly get a quote or place a business order. | How: ask needs + volumes, check price/stock, send quote, order + invoice. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W05.json)
- [CS-E10 — Cross-sell / upsell via CS](https://swimlanes.cxdigital.nl/sops/md/CS-E10.md): Goal: CS as a revenue generator — help the customer with a better solution, not pushy but helpful. | Note: NEVER during a complaint or problem. | Tracking: tags + monthly reporting. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-E10.json)
- [CS-W30 — Order confirmation & expectation management](https://swimlanes.cxdigital.nl/sops/md/CS-W30.md): Order confirmation & expectation management (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W30.json)
- [CS-W31 — Backorder & partial delivery comms](https://swimlanes.cxdigital.nl/sops/md/CS-W31.md): Backorder & partial delivery comms (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W31.json)
- [CS-W26 — Stock & lead-time promise (PDP)](https://swimlanes.cxdigital.nl/sops/md/CS-W26.md): Stock & lead-time promise (PDP) (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W26.json)

## Complaints, escalation & incident

- [CS-S05 — Complaints & escalation](https://swimlanes.cxdigital.nl/sops/md/CS-S05.md): Goal: handling complaints correctly prevents churn, with consistent compensation. | Handling: acknowledge → apologize → solve/escalate → compensation if appropriate → tag 'complaint'. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-S05.json)
- [CS-S06 — Escalation process](https://swimlanes.cxdigital.nl/sops/md/CS-S06.md): Goal: get the right department to act when you can't solve it yourself. | SLA: 4 hours response after escalation. | How: tag 'escalation-[department]' + internal note with context. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-S06.json)
- [CS-W02 — Delivery complaint / damage / not received](https://swimlanes.cxdigital.nl/sops/md/CS-W02.md): Goal: resolve a damaged or not-received parcel quickly and fairly. | How: capture proof, carrier claim where needed, replacement via WMS or refund via webshopplatform. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W02.json)
- [CS-W03 — Warranty & defective product](https://swimlanes.cxdigital.nl/sops/md/CS-W03.md): Goal: handle warranty claims and defective products correctly, with the right route per brand/supplier. | How: check warranty, claim with brand, repair/replacement/refund. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W03.json)
- [CS-W23 — Negative review / public complaint](https://swimlanes.cxdigital.nl/sops/md/CS-W23.md): Goal: follow up public negative reviews quickly, empathetically and on-brand, and resolve offline. | Speed matters — it's publicly visible. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W23.json)
- [CS-W24 — Major incident / outage](https://swimlanes.cxdigital.nl/sops/md/CS-W24.md): Goal: on a major outage (shop/PSP down) scale up fast, communicate proactively and recover cleanly. | Communicate early and honestly. (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W24.json)
- [CS-W32 — Recall / batch issue / product safety](https://swimlanes.cxdigital.nl/sops/md/CS-W32.md): Recall / batch issue / product safety (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W32.json)
- [CS-W34 — Spare parts & accessories reorder](https://swimlanes.cxdigital.nl/sops/md/CS-W34.md): Spare parts & accessories reorder (JSON: https://swimlanes.cxdigital.nl/sops/json/CS-W34.json)