SPORTSMART.COM
Process Orders, Pack and Deliver
Learning path: Hyperlocal Seller | Module 3 of 5 | Estimated time: 30–40 minutes
What you will learn
After this module, you should be able to verify and respond to an order, pick the exact item, complete pre-pack QC, capture clear product photos before packing, issue the correct customer invoice, pack and label safely, capture parcel photos after packing, upload all required order-linked images in the Seller Portal, obtain Valid Handover evidence and respond to pickup or delivery exceptions.
1. Review the new order
Open the order through the approved Seller Portal. Verify the allocated approved location, product/SKU/variant, quantity, physical stock, condition, invoice readiness, serviceability, fulfilment mode and displayed SLA. Do not accept first and source stock later.
Hyperlocal timing
Standard orders should ordinarily be accepted or rejected within 15 minutes. After acceptance, picking, product verification, packing, invoice readiness and ready-for-pickup status should ordinarily be completed within 30 minutes, subject to a recorded exception or different order-specific instruction.
2. Accept or reject accurately
Accept only when the exact genuine saleable item is physically available at the allocated approved location and can be fulfilled correctly. If you cannot fulfil, use the accurate unavailable-stock, serviceability or operational reason. Do not fabricate a customer or courier reason.
3. Pick the exact item
Match the order to the Seller SKU and then match the Seller SKU to the physical product and package. Verify model, size, colour, hand/side, grip, weight, material, pack quantity, accessories and serial/batch where applicable. Never substitute a different item or variant without an authorised order change.
4. Complete pre-pack quality control
Inspect physical condition, seal, prior use, damage, completeness, accessories, manuals, warranty, authenticity indicators, serial/batch and expiry where applicable. Before placing the item inside the parcel, capture clear order-specific photos showing the complete product, visible brand/model, exact size/colour/variant, accessories and serial/batch or other identity marker where applicable. The photos must show the actual unit being dispatched, not a catalogue image or an image reused from another order. Quarantine the item and stop fulfilment when condition, identity, safety or authenticity is unclear.
5. Issue the customer invoice
The customer invoice must identify the correct Hyperlocal Seller legal entity and GSTIN where applicable and match the exact order, product, quantity, price and tax treatment. Do not reuse another seller’s invoice, alter the approved order amount or issue an invoice from an unapproved location/entity.
6. Pack and label
Choose packaging appropriate to product weight, dimensions, fragility, moisture exposure, value, tamper risk and possible return/RTO transit. Use required cushioning, inner/outer protection, seals and handling labels. Attach the correct invoice/document and matching AWB/shipping label. Remove or fully cover old labels. After sealing, capture clear photos of the complete parcel from enough angles to show packaging condition, tamper seal, package count and the matching order/AWB label. Do not expose customer information outside the authorised Seller Portal or approved operational workflow.
Before marking ready for pickup
Confirm: product, variant and quantity; invoice; AWB/order reference; package count; packed weight/dimensions where required; seal; and address label. Upload the required before-packing product photos and after-packing parcel photos against the correct order in the Seller Portal. Confirm the images are clear, current, not materially altered and order-specific and successfully uploaded before selecting Ready for Pickup. A missing, blurred, reused or wrong-order image must be corrected before proceeding. The photos are the Hyperlocal Seller’s fulfilment reference confirming the product and parcel prepared for that order. SportsMart Admin does not need to review or approve each photo before dispatch. The photos may be reviewed later when handling a complaint, return, RTO, logistics issue or dispute, but they do not replace physical QC, correct invoicing, secure packing or Valid Handover.
Photo-upload failure
When the order-specific photo upload fails, do not falsely confirm upload or proceed as though the evidence is available. Keep the current photos securely, retry through the approved Seller Portal workflow and raise one traceable support case if the problem continues. Follow any authorised operational exception displayed in the Seller Portal or provided through the approved support route. The photographs remain the Seller’s own fulfilment reference and do not require SportsMart Admin approval before dispatch.
7. Complete Valid Handover
Hand over only to the assigned approved logistics provider or authorised pickup workflow. Obtain the applicable scan, manifest, OTP, digital acknowledgement, signature or other custody evidence. Confirm AWB/order and package count. A Seller-created “packed” or “shipped” status alone is not Valid Handover.
8. Track first movement and exceptions
Check that the first carrier scan or tracking movement appears. Preserve evidence when the pickup scan is delayed or missing. Escalate a carrier no-show or pickup failure with order readiness, packed parcel, label, timestamp and attempted pickup evidence.
NDR and delivery exception
Review the stated reason, provide factual clarification through the approved workflow and follow the authorised reattempt, reschedule, correction, interception, cancellation or RTO process. Do not use customer contact details for unrelated sales or off-platform communication.
Order workflow
Receive → verify → accept/reject → pick → inspect → capture before-packing product photos → invoice → pack and seal → capture after-packing parcel photos → upload images to the correct Seller Portal order → confirm upload → ready for pickup → Valid Handover → first movement → monitor delivery/NDR.
Practical task
Using a safe sample order, complete an Order Readiness Record with: order ID; location; product/SKU/variant; quantity; stock confirmation; serviceability confirmation; accept/reject time; pick/QC result; before-packing product-photo references; invoice check; packing check; after-packing parcel-photo references; Seller Portal upload confirmation; AWB; handover evidence; and first-movement status. Ask an authorised verifier to review the sample where required by Marketplace Operations.
Self-check
1. Should you accept an order and then try to buy the stock?
2. What is the ordinary Hyperlocal Seller order-response target?
3. Can UK 8 be shipped when the order is UK 9?
4. What evidence establishes Valid Handover?
5. What should you do when the courier does not arrive?
6. Which reference photos must the Seller upload against the order before Ready for Pickup, and why is SportsMart Admin approval not required before dispatch?
Ready to continue?
Continue only when the sample order can be completed without substitution and with matching system status, exact product, before-packing product photos, invoice, sealed parcel, after-packing parcel photos, successful Seller Portal upload and custody evidence. Next: 04 – Handle Returns, Payments and Settlements.