# Warehouse Standard Operating Procedure: [Site name]

> A standard operating procedure (SOP) for a warehouse or distribution
> centre: receiving, put-away, replenishment, picking, packing and
> dispatch, cycle counting, returns, exceptions and the safety rules
> that apply to every task. It follows common warehouse practice; no
> single standard governs it. Safety rules must match the law where
> the site operates (examples with official links in section 3).
> Replace every `[bracketed]` value and every row marked *Example*. This
> is an operating format, not legal or safety advice; check the current
> official texts and a qualified safety professional.

<!--
Guidance: How to use this template
- Write one SOP per site. If two sites work differently, they need two
  SOPs, or one SOP with clearly marked site variants.
- Write the procedure as it is done on the floor, then improve it.
  Walk each process with the shift lead before approval.
- Each procedure (sections 4 to 10) has the same parts: purpose,
  trigger, steps, records, exceptions. Keep steps short and numbered so
  they can become work instructions or system prompts in the warehouse
  management system (WMS).
- The general SOP format of the operations library (`ops/sop`) covers
  document control and change rules in more depth.
- Common pitfall: writing the "happy path" only. Most errors and
  injuries happen in exceptions: short deliveries, damaged pallets,
  empty pick faces, late trucks. Section 11 lists them.
-->

## Document control

<!-- Guidance: Keep the SOP under version control. Re-train affected staff when a step changes, and record the training in section 13. -->

| Field | Value |
|---|---|
| Document ID | [WH-SOP-001] |
| Version | [1.0] |
| Status | [Draft / Approved] |
| Owner | [@warehouse-manager] |
| Approvers | [@operations-director], [@health-and-safety-lead] |
| Site | [Site name, address, building] |
| Warehouse system | [WMS name and version, or paper-based] |
| Shifts covered | [Day, late, night] |
| Last updated | YYYY-MM-DD |
| Next review | YYYY-MM-DD (at least yearly and after any serious incident) |
| Classification | [Internal] |

### Approvals

| Role | Name | Signature or record | Date |
|---|---|---|---|
| Warehouse manager | [@warehouse-manager] | [Approved] | YYYY-MM-DD |
| Health and safety lead | [@health-and-safety-lead] | [Approved] | YYYY-MM-DD |
| Operations director | [@operations-director] | [Approved] | YYYY-MM-DD |

### Revision history

| Version | Date | Author | Change |
|---|---|---|---|
| 1.0 *(Example)* | 2026-10-30 | Warehouse manager | First issue |

## Contents

1. Scope, site layout and process overview
2. Roles and responsibilities
3. Safety rules for every task
4. Receiving
5. Put-away
6. Replenishment
7. Picking
8. Packing and dispatch
9. Cycle counting
10. Returns
11. Exceptions and escalation
12. Performance measures
13. Training and competence
14. Records and retention
15. Glossary and related templates

## 1. Scope, site layout and process overview

<!-- Guidance: Describe what the site handles and how goods flow through it. A layout sketch or zone list helps new staff. Questions: which goods, which storage types, which customers or channels? -->

| Item | Value |
|---|---|
| Goods handled | [Ambient consumer goods, spare parts, no dangerous goods] |
| Storage types | [Wide-aisle pallet racking, carton flow racks, bulk floor stock] |
| Zones | [Receiving dock, quality hold, reserve racking, pick faces, packing, dispatch dock, returns] |
| Location format | [Zone-Aisle-Bay-Level-Position, for example R-12-04-B-1] |
| Order channels | [Retail store replenishment, business customers, online orders] |
| Operating hours | [Monday to Friday 06:00 to 22:00] |
| Out of scope | [Dangerous goods (see `logistics/dangerous-goods-checklist`), temperature-controlled goods] |

```mermaid
flowchart LR
  A["Inbound truck"] --> B["Receiving and check"]
  B -->|"Accepted"| C["Put-away to reserve"]
  B -->|"Damaged or wrong"| H["Quality hold"]
  C --> D["Replenishment to pick face"]
  D --> E["Picking"]
  E --> F["Packing and dispatch"]
  F --> G["Outbound truck"]
  R["Customer returns"] --> H
  H -->|"Released"| C
  H -->|"Rejected"| X["Return to supplier or dispose"]
```

## 2. Roles and responsibilities

<!-- Guidance: Name the roles that perform and approve each step. Make sure every task has someone who can stop the work if it is unsafe. -->

| Role | Responsibilities |
|---|---|
| Warehouse manager | Owns this SOP, staffing, performance, approves stock adjustments up to [limit] |
| Shift lead | Allocates work, checks exceptions, signs off end-of-shift handover |
| Receiver | Checks deliveries against advance shipping notices and purchase orders, labels pallets |
| Lift truck operator | Moves pallets for put-away and replenishment; holds a valid operator authorisation |
| Picker | Picks order lines and confirms each pick in the WMS |
| Packer | Checks, packs, labels and stages orders |
| Inventory controller | Plans and reviews cycle counts, investigates variances |
| Returns clerk | Receives, inspects and grades returns |
| Health and safety lead | Risk assessments, safety training, incident investigation |

Anyone may stop a task that is unsafe. Stopping work for safety is
never a disciplinary matter.

## 3. Safety rules for every task

<!-- Guidance: List the site rules that apply to all procedures. Base them on the site risk assessment and the law where the site operates. The links below are examples to check, not a complete list. -->

Site rules:

1. Wear the required protective equipment in operational areas:
   [safety footwear, high-visibility clothing, gloves for cutting tasks].
2. Walk only in marked pedestrian routes; cross truck aisles only at
   marked crossings.
3. Operate lift trucks and powered pallet trucks only with a current
   site authorisation for that truck type.
4. Do not stand under raised loads; never ride on forks or pallets.
5. Check racking for damage every shift; report any bent upright or
   missing beam lock at once and keep the bay empty until it is
   inspected.
6. Lift manually only within the site manual handling limits; use
   mechanical aids for heavier or awkward items.
7. Keep fire exits, extinguishers and sprinkler clearances free.
8. Report every incident and near miss before the end of the shift.

Examples of legal requirements to check (as of October 2026):

| Jurisdiction | Example requirement | Official source |
|---|---|---|
| United States | Powered industrial trucks, including operator training: 29 CFR 1910.178 | https://www.ecfr.gov/current/title-29/subtitle-B/chapter-XVII/part-1910/subpart-N/section-1910.178 |
| United Kingdom | HSE L117, Rider-operated lift trucks: operator training and safe use, Approved Code of Practice and guidance | https://www.hse.gov.uk/pubns/books/l117.htm |
| European Union | National laws that implement EU workplace health and safety directives; check the rules of the member state where the site operates | https://osha.europa.eu/en |

This list is not complete. Ask a qualified safety professional which
rules apply to your site.

## 4. Receiving

<!-- Guidance: Receiving errors spread through every later process. Check quantity, identity and condition before the goods enter stock, and keep a clear line between "received" and "available". -->

**Purpose:** accept the right goods, in the right quantity and condition,
and record them accurately.

**Trigger:** a booked delivery arrives at the gate.

Steps:

1. Check the driver in at the gate against the delivery booking: carrier,
   vehicle registration, booking reference, arrival time.
2. Assign a dock door and confirm the vehicle is secured (wheel chocks or
   dock lock) before anyone enters the trailer.
3. Check the seal number against the shipping documents before breaking
   the seal; record any mismatch and inform the shift lead.
4. Unload and inspect each pallet for damage, leaning, wet or crushed
   cartons.
5. Scan or count each pallet or carton against the advance shipping
   notice (ASN) or purchase order.
6. Record quantity differences, damage and missing labels as exceptions
   (section 11) and note them on the carrier's delivery note before the
   driver signs out.
7. Label each pallet with a site licence plate label, or use the
   supplier's GS1 Serial Shipping Container Code (SSCC) label if it scans.
8. Confirm the receipt in the WMS. Goods are now "received, not
   available" until put-away is confirmed.
9. Sign the delivery note and release the driver.

Records: delivery note, receiving exception log, WMS receipt.

| Check | Accept when | Otherwise |
|---|---|---|
| Quantity | Counted quantity equals ASN quantity | Record the difference, receive actual quantity |
| Identity | Item code and batch match ASN | Quality hold, inform purchasing |
| Condition | No visible damage | Photograph, quality hold, note on delivery note |
| Shelf life | Remaining life at least [70%] | Quality hold, purchasing decides |

## 5. Put-away

<!-- Guidance: Put-away moves goods from the dock into a confirmed location. Directed put-away (the system chooses the location) reduces errors; record any override. -->

**Purpose:** store received goods safely in a known location quickly.

**Trigger:** a pallet is received and labelled.

Steps:

1. Scan the pallet label; the WMS proposes a location based on size,
   weight and item rules.
2. Check that the pallet is stable and within the height and weight
   limits of the racking bay (shown on the beam label).
3. Move the pallet to the proposed location.
4. Scan the location label and the pallet label to confirm.
5. If the location is blocked or unsuitable, choose another location
   using the WMS override and give the reason.

Target: received pallets put away within [4] hours of receipt
(dock-to-stock time, section 12).

## 6. Replenishment

<!-- Guidance: Empty pick faces cause short picks and late orders. Use minimum and maximum levels per pick face and trigger replenishment before the face is empty. -->

**Purpose:** keep pick faces stocked so pickers never wait.

**Trigger:** a pick face falls below its minimum level, or a wave of
orders needs more than the face holds.

Steps:

1. The WMS creates a replenishment task when quantity at the pick face
   is below the minimum.
2. The lift truck operator takes the oldest eligible pallet from
   reserve (first expired, first out for dated goods, otherwise first
   in, first out).
3. Scan the reserve location and pallet, move the stock and scan the
   pick face.
4. Confirm the moved quantity; return any remainder to reserve.

Replenish urgent faces before the next pick wave starts; never pick
directly from reserve racking above shoulder height.

## 7. Picking

<!-- Guidance: Picking is usually the most labour-intensive process and the main source of order errors. Choose a method that suits order profiles and confirm every pick by scan. -->

**Purpose:** pick the right item and quantity for each order line.

**Trigger:** the shift lead releases a pick wave.

| Method | Use when *(Example)* |
|---|---|
| Discrete order picking | Large orders for store replenishment |
| Batch picking | Many small online orders with common items |
| Zone picking | High order volumes across a large pick area |

Steps:

1. Take the next pick task on the handheld terminal.
2. Go to the location shown; scan the location label.
3. Scan the item; pick the quantity shown; confirm.
4. If the face is short or empty, record a short pick in the WMS; do
   not substitute another item.
5. When the task is complete, take the tote or pallet to packing.

Accuracy rule: every pick is confirmed by scanning location and item.
Manual quantity entry needs a shift lead check above [10] units.

## 8. Packing and dispatch

<!-- Guidance: Packing is the last chance to catch picking errors. Dispatch hands responsibility to the carrier, so the records must show what left, when and in what condition. -->

**Purpose:** pack orders securely, label them correctly and load the
right truck.

Steps:

1. Scan the tote or pallet; the packing screen shows the order lines.
2. Check each item by scan; resolve differences with the picker before
   packing.
3. Pack using the specified carton or pallet pattern; add void fill;
   seal.
4. Print and attach the shipping label and any customer documents.
5. Stage the shipment in the lane for its carrier and route.
6. At loading, scan each handling unit into the trailer; the WMS checks
   it against the load plan.
7. Record the trailer seal number, close the dispatch in the WMS and
   give the driver the documents.

Shipments abroad need complete booking instructions and documents
before the truck is loaded (`logistics/shipment-booking-instructions`).

## 9. Cycle counting

<!-- Guidance: Cycle counting replaces or reduces the yearly full count by counting a few locations every day. Count high-value or fast-moving items more often (ABC classification). Count without showing the counter the expected quantity (blind count). -->

**Purpose:** keep inventory records accurate all year and find causes of
errors early.

Count frequency by class *(Example)*:

| Class | Basis | Items | Counts per year | Annual counts |
|---|---|---|---|---|
| A | Top 80% of annual usage value | 400 | 12 (monthly) | 4,800 |
| B | Next 15% of usage value | 1,200 | 4 (quarterly) | 4,800 |
| C | Last 5% of usage value | 4,400 | 2 (half-yearly) | 8,800 |
| **Total** | | **6,000** | | **18,400** |

With [250] working days a year, this programme needs about 74 counts per
day (18,400 / 250 = 73.6, rounded up).

Steps:

1. The inventory controller releases the daily count list in the WMS.
2. The counter scans the location and counts every unit without seeing
   the system quantity (blind count).
3. If the count differs from the system by more than the tolerance
   (for example [1%] or [1 unit], whichever is larger, for class A), a second person recounts.
4. If the recount confirms the difference, the inventory controller
   investigates the last movements before any adjustment.
5. Adjustments above [value limit] need the warehouse manager's approval
   and are reported to finance.

Variance analysis, approval limits and the link to the accounting close
are in `logistics/inventory-count-reconciliation`.

## 10. Returns

<!-- Guidance: Returns are a reverse flow with their own risks: mixed condition, missing paperwork and fraud. Inspect and grade every return before it re-enters available stock. -->

**Purpose:** receive returns, decide their disposition quickly and give
customers and finance accurate information.

Steps:

1. Check that the return has an authorisation number; returns without
   one go to quality hold and the customer service team is informed.
2. Inspect each item and grade it.
3. Record the grade and disposition in the WMS; it triggers the credit
   process.
4. Move the item to the location for its disposition.

| Grade *(Example)* | Condition | Disposition |
|---|---|---|
| A | Unopened, saleable | Return to available stock |
| B | Opened, complete, undamaged | Repack, return to stock or sell as open box |
| C | Damaged or incomplete | Return to supplier, repair, or recycle |
| D | Unsafe or contaminated | Quarantine and dispose under the waste procedure |

## 11. Exceptions and escalation

<!-- Guidance: List the exceptions staff will meet and what to do. Each exception has a record and an owner. Trend them monthly; repeated exceptions point to a process cause. -->

| ID | Exception | Immediate action | Escalate to | Record |
|---|---|---|---|---|
| EXC-RCV-01 *(Example)* | Delivery without booking | Hold at gate, call purchasing | Shift lead | Gate log |
| EXC-RCV-02 *(Example)* | Seal number does not match | Do not unload, photograph, call shift lead | Warehouse manager, security | Receiving exception log |
| EXC-RCV-03 *(Example)* | Quantity short or over | Receive actual, note on delivery note | Purchasing | Receiving exception log |
| EXC-PUT-01 *(Example)* | Damaged racking at proposed location | Do not use bay, choose another, report | Health and safety lead | Racking damage log |
| EXC-PCK-01 *(Example)* | Pick face empty | Short pick in WMS, trigger urgent replenishment | Shift lead | WMS |
| EXC-DSP-01 *(Example)* | Carrier late beyond [60] minutes | Inform customer service, re-plan dock | Transport planner | Carrier performance log |
| EXC-CNT-01 *(Example)* | Count variance above tolerance after recount | Freeze location, investigate | Inventory controller | Count variance log |

Serious incidents (injury, fire, theft, a broken seal on a high-value
load) follow the site emergency and incident procedures, not this
table.

## 12. Performance measures

<!-- Guidance: Measure a few things that matter to customers and costs. Report weekly by shift and look at trends, not single days. -->

| Measure | Definition | Target *(Example)* |
|---|---|---|
| Dock-to-stock time | Hours from truck arrival to confirmed put-away | At most 4 h for 95% of pallets |
| Receiving accuracy | Receipts without later correction | 99.5% |
| Order picking accuracy | Order lines shipped without error found by customer | 99.8% |
| Orders shipped on time | Orders dispatched by the promised cut-off | 98% |
| Inventory record accuracy | Counted locations within tolerance at first count | 98% for class A |
| Lost-time injuries | Injuries causing at least one lost shift | 0 |
| Near misses reported | Count per month, higher reporting is good | Trend up |

## 13. Training and competence

<!-- Guidance: Record who is trained and authorised for which task and truck type. Refresh training at the interval your site rules and local law require, and after any change to this SOP. -->

| Task | Training | Assessed by | Refresh |
|---|---|---|---|
| Site induction and safety rules | Classroom and walk-round | Health and safety lead | Yearly |
| Receiving and put-away | On the job with a trained buddy | Shift lead | When the SOP changes |
| Lift truck operation, per truck type | Accredited operator training plus site familiarisation | Qualified instructor | [Interval set by site policy and local law] |
| Picking and packing | On the job | Shift lead | When the SOP changes |
| Cycle counting | Classroom and supervised counts | Inventory controller | Yearly |

| Name | Task | Trained on | Authorised by | Next refresh |
|---|---|---|---|---|
| [Employee ID] | [Task] | YYYY-MM-DD | [@shift-lead] | YYYY-MM-DD |

## 14. Records and retention

<!-- Guidance: Keep records long enough to resolve claims, audits and incidents. Check legal retention periods for safety and financial records where you operate. -->

| Record | System | Retention *(Example)* | Owner |
|---|---|---|---|
| Delivery notes and receiving exceptions | WMS and scan archive | [2 years] | Receiving lead |
| Stock adjustments and count results | WMS | [Per finance retention policy] | Inventory controller |
| Dispatch records and seal numbers | WMS | [2 years] | Dispatch lead |
| Training records | HR system | [Employment plus legal period] | Health and safety lead |
| Incident and near-miss reports | Safety system | [Per legal requirement] | Health and safety lead |
| Racking inspection records | Maintenance log | [Per site policy] | Warehouse manager |

## 15. Glossary and related templates

<!-- Guidance: Keep terms consistent with the WMS so screens and SOP use the same words. -->

| Term | Meaning |
|---|---|
| ASN | Advance shipping notice sent by the supplier before delivery |
| WMS | Warehouse management system |
| SSCC | GS1 Serial Shipping Container Code, a global identifier for a logistic unit such as a pallet |
| Licence plate | A site label that identifies a handling unit |
| Pick face | Location where pickers take stock for orders |
| Reserve | Storage location that feeds the pick faces |
| FEFO, FIFO | First expired, first out; first in, first out |
| Blind count | A count where the counter does not see the expected quantity |
| Dock-to-stock | Time from arrival to available stock |

Related templates:

- `ops/sop` for the general SOP format and change control.
- `logistics/inventory-count-reconciliation` for count variances and
  adjustments.
- `logistics/carrier-scorecard` for carrier punctuality and damage.
- `logistics/supply-chain-security-plan` for seals, access and cargo
  security.
- `logistics/dangerous-goods-checklist` if the site handles dangerous
  goods.
- `business/root-cause-analysis` for repeated exceptions.

## Standard and licence note

Based on common warehouse operating practice; no single standard
defines a warehouse SOP. Legal references are named as dated examples
from the official sources linked in section 3 (US 29 CFR 1910.178 on
eCFR, UK HSE L117, the EU-OSHA portal), checked in October 2026. GS1 is
named for the SSCC identifier only. All wording, steps, tables and
targets are original and invented for illustration; targets are not
benchmarks. Check the current official texts and a qualified safety
professional before use. This is an operating format, not legal or
safety advice.

Template licence: MIT.