Introduction

When providing packaging Standard Operating Procedures (SOPs) for your products, the instructions must be step-by-step, easy to follow, and as simple as possible. Clear and comprehensive SOPs are crucial for accurate order fulfillment, minimizing errors, reducing shipping costs (by optimizing packaging), and ensuring your customers receive their orders as intended, ultimately reflecting positively on your brand. Since multiple teams (operating in different languages) are involved in fulfillment, clear instructions help avoid confusion. Remember, visual instructions (photos and short videos) are often the clearest way to communicate, especially to teams working across different languages. Your guide should cover all possible scenarios, like what to do if a customer orders two items, so our Fulfillment Center knows exactly how to pack your orders every time. This guide will walk you through the key information to include when creating and sharing your packing SOP.

NOTE

Packing material refers to any of the following: 

• Boxes
• Polybags
• Padded mailers / Bubble mailers
• Paper mailers / Kraft mailers
• Drawstring bags / Fabric pouches

Additional Packing Materials:

• Void fill (bubble wrap, packing paper, air pillows, etc.)
• Tape (specify type if relevant, e.g., clear tape)
• Any special inserts (marketing inserts, thank you cards, warranty cards, instruction manuals specific to the product being packed)

SKUs

• Identify the product. This immediately tells the team what product the SOP is for. 
• Add photo(s) or video(s) that show how the Fulfillment Team will receive the packing materials.
• Example: 

Explanation of the "Why"

• Explain the reason behind the packing method. 
• This context helps the team get a better sense of the efficiency goals we're working toward.
• Example: 

"Accommodating multiple customer orders and avoiding unnecessary over-boxing." 

Step-by-Step Instructions with Visuals

• Provide photos or videos that demonstrate how to place the ordered SKU inside the packing material.
• Illustrate where the marketing insert should be placed. 
• Sealing and Labeling. Show where to apply the tape and the correct placement of labels (e.g., "place label here").
• Return Labels. Clearly indicate the return label’s location to prevent any confusion, as the team will generally not see it.
• Others. Provide clear instructions as to how warranty cards, instruction manuals specific to the product being packed, should be packaged.
• Examples: 

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Possible Scenarios

• Handling Multiple Units of the Same SKU. Give clear instructions on how the team should handle orders where the customer purchases multiple quantities of the same product. Ex. Use a larger box
• Guidance on Insufficient Space and Sizing Up. If the initial packing material isn’t large enough to fit all the ordered items, instruct the team to size up to a larger packaging.
• Instructions for Overflowing Orders and Secondary Boxing. Provide clear instructions, along with a visual aid (showing multiple items), on when to use a secondary packing material and overbox, such as when the items overflow from the initial packing material.
• Examples: 

"If a customer orders more than 1 item, then mailers provided by Portless can be used."

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"Here is a packing video for reference."

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Tips for Success

Keep It Simple and Visual

• Use step-by-step instructions. One action per step works best.
• Include clear photos or short video clips for each step as visuals often speak louder than words, especially across different languages.
• Avoid jargon or brand-specific internal terms. Please write as if the reader is new.

Start With the Basics

• Always begin with the SKU and product name.
• Include photos of both the product and the packing materials as they are received by the Fulfillment Team (not in their final packed state).

Explain the “Why”

• Add a short explanation of why this packing method is used.
• When teams understand the purpose, they are more likely to follow the SOPs consistently.

Include Every Step and Don’t Assume Knowledge

• From placing the item in the packaging to inserting marketing materials and applying labels, document every step.
• Think about edge cases: What if two items are ordered? What if the item is fragile?
• Include instructions for inserts like:
  • Warranty cards
  • Product manuals
  • Marketing flyers or promo codes

Be Specific About Placement

• Show exact placement for:
  • The product
  • Inserts
  • Sealing tape
  • Shipping labels
  • Return labels

• If placement varies by item, create multiple SOPs or call out differences clearly.

Update Regularly

• Revisit your SOPs when:
  • You launch new packaging
  • Product dimensions or SKUs change
  • Customer feedback suggests packaging issues