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    Client SOP Writer

    1

    Turns a rough description or a walkthrough transcript into a numbered SOP with quality checks, failure handling and escalation.

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    Client SOP Writer

    Client SOP Writer

    Example session with this skill installed

    Turn this into an SOP. It's me talking through how Mira at Tiny Fern handles a "where is my order" email, recorded on a call so it's messy.

    "Okay so someone emails saying where's my order. First thing I do is find the order in Shopify, I just search their email address. Then I look at the fulfilment status. If it says unfulfilled and it's been less than three days I just tell them it's being made, we make everything to order so it's usually two to three days before it ships.

    If it's unfulfilled and it's been longer than three days I check with the makers on WhatsApp because sometimes a scent is out of stock and nobody updated the shop. Then I tell the customer the real date.

    If it's fulfilled there's a tracking number in Shopify, I paste that in and send them the link. If the tracking hasn't moved in like five days it's usually stuck at the depot, then I open a claim with the courier, which is on their portal, and I tell the customer we're chasing and we'll reship if it doesn't move by, I don't know, usually I say another five days.

    If it's actually lost I reship for free if it's under €60, if it's more than that I ask Mira first. Same if they're angry or they mention a chargeback, I send those straight to her.

    Oh and everything goes in the shared sheet, the one with order number, issue, what we did, date.

    I'd want this to take like ten minutes per email max."

    • Read your context and instructions
    • Compiled the client sop writer

    SOP: "Where is my order?" enquiries

    Client / team: Tiny Fern · Owner: Customer support assistant · Version 1.0 · Written [today's date] · Review by [today + 6 months]

    Purpose

    Answer a customer asking where their order is, with a real date or a real tracking link, and record what happened so patterns show up.

    When it runs

    TriggerA customer email asking about the status of an order
    Takes about10 minutes
    Who does itCustomer support assistant

    Tools and access

    ToolAccess levelWhere the login lives
    ShopifyStaff account with Orders accessOwn staff account (never the owner's login)
    Gmail (support)Delegated accessGoogle Workspace delegation
    WhatsApp (makers group)MemberOwn number, added to the group
    Courier portal[Access level to confirm][Where the login lives: to confirm]
    Shared issue sheetEditor[Link to confirm]

    Never store passwords in this document.

    Steps

    1. Find the order in Shopify. Search by the customer's email address.
      • Expected result: one order. If several, use the most recent unless the customer named an order number.
    2. Check the fulfilment status, then follow the matching branch below.

    Branch A: Unfulfilled, ordered less than 3 days ago

    1. Reply that the order is being made: everything is made to order, and it usually ships 2 to 3 days after ordering.
      • Expected result: customer has a clear expectation, no promise of a specific date.

    Branch B: Unfulfilled, ordered 3 or more days ago

    1. Ask the makers in the WhatsApp group whether anything is holding it up, for example a scent out of stock that was not updated in the shop.
    2. Wait for their answer, then tell the customer the real date.
      • Expected result: the customer gets a date that came from the makers, never an estimate you invented.

    Branch C: Fulfilled, tracking is moving

    1. Copy the tracking number from the order in Shopify and send the customer the tracking link.

    Branch D: Fulfilled, tracking has not moved for 5 or more days

    1. Open a claim in the courier portal for that tracking number.
    2. Tell the customer the parcel is being chased, and that it will be reshipped if it has not moved within 5 days.
    3. Diary the follow-up for 5 days later.

    Branch E: Confirmed lost

    1. Order value under €60: reship free of charge, and tell the customer the new dispatch date.
    2. Order value €60 or more: ask Mira before reshipping or refunding. Do not commit to anything in the meantime.

    Every branch

    1. Add a row to the shared issue sheet: order number, issue, what was done, date.
      • Expected result: every enquiry is traceable, and repeat problems are visible.

    Quality checks

    • The dates given to the customer came from Shopify or the makers, never from a guess
    • Tracking links are for the correct order
    • No refund, discount or reship was promised above the €60 limit without Mira's approval
    • The shared sheet row was added before closing the email

    When something goes wrong

    Proposed: the walkthrough did not cover these cases. Confirm with Mira.

    ProblemWhat to do
    The order cannot be found by email addressAsk the customer for the order number or the name used at checkout, before assuming it does not exist
    The makers do not answer in WhatsAppTell the customer you are confirming the date and will reply by [timeframe]; do not invent a date. Chase the makers again the next working day.
    The courier portal rejects the claimRecord the error in the issue sheet and ask Mira how to proceed before the 5-day follow-up
    The customer replies angrily, or mentions a chargebackStop. Do not reply. Send it straight to Mira.

    Escalate to a person when

    • The order value is €60 or more and a reship or refund is being asked for
    • The customer is angry or mentions a chargeback
    • Anything you are unsure about: ask rather than guess

    Escalation contact: Mira (owner) · [channel] · [response time to confirm]

    Change history

    VersionDateWhat changedBy
    1.0[today's date]First version, from a recorded walkthrough[Your name]

    Gaps to fill before this is usable (delete once done)

    Courier portal: which courier, what the access level is, and where the login lives. The walkthrough said "their portal" without naming it.

    • The shared sheet: where it is, and whether it is the right place long-term.

    The 5-day rule was described as "I don't know, usually I say another five days". It is written as a rule here. Confirm with Mira that 5 days is the policy, so every customer gets the same answer.

    • Escalation channel and response time for Mira are not stated.
    • "When something goes wrong" is proposed, not from the walkthrough: check each row with Mira.

    Out-of-stock scents: the root cause is the shop not being updated. Worth a separate SOP or a fix, rather than absorbing it here every time.

    • No screenshots yet: add one for finding the order in Shopify and one for opening a courier claim.

    Connects securely to your tools. The creator never sees your data.

    What you get

    Turn a recorded walkthrough or rough notes into a numbered SOPMake every "if" and "usually" an explicit branch with an expected resultAdd quality checks, failure handling and escalation rulesList every gap and unclear step instead of guessing

    About this skill

    Talk through a task once, or paste the transcript of someone doing it, and get a procedure a stranger can follow.

    What you get

    • Purpose, trigger, how long it takes, and the role that runs it
    • Tools with the access level each needs, and where the login lives
    • Numbered steps, one action each, with the expected result
    • Branches wherever the source said "if", "usually" or "depends"
    • A quality-check list
    • A what-goes-wrong table with the fix and who to tell
    • Escalation rules, a change history and a review date
    • A gaps list: every placeholder and unclear step, rather than a plausible guess

    What it will not do

    • Invent menu paths, button names or tool features
    • Write a password, PIN or security answer into a document
    • Turn a vague "I usually say five days" into a rule without flagging it for confirmation

    How to install

    Works the same in every agent - Claude, Cursor, Codex, Copilot and 20+ more.

    ~30 seconds
    1. 1

      Download the ZIP

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    2. 2

      Unzip into your skills folder

      Every agent reads skills from one folder on your machine. Drop the unzipped folder in there.

    3. 3

      Ask your agent to use it

      Restart the agent if it was already running. It picks the skill up automatically - no config needed.

    Skills folder by agent

    Click the path to copy it. Create the folder if it does not exist yet.

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    Security scanned

    Verified clean 14 days ago

    • Passed all security checks, Safe to install

    Listed14 days ago

    What's inside

    Frequently Asked Questions