# Standard Operating Procedures

## 1\. Purpose & Operational Scope

This Operations SOP Manual defines the standard operational workflows, internal handling procedures, escalation structures, fulfillment mechanisms, communication standards, inventory protocols, customer support systems, financial coordination procedures, procurement workflows, and operational governance followed by M/s RFCharge India (“RFCharge”).

The purpose of this document is to establish operational consistency, reduce commercial risk, maintain process discipline, improve customer handling standards, strengthen documentation practices, and create scalable internal operational infrastructure for RFCharge.

This SOP framework applies to:

·         ecommerce operations,

·         procurement workflows,

·         inventory handling,

·         customer support,

·         order fulfillment,

·         technical coordination,

·         dispatch management,

·         escalation handling,

·         accounts coordination,

·         operational communication,

·         and post-sales support.

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## 2\. Operational Structure

### 2.1 Operational Divisions

RFCharge operations shall function through the following operational layers:

#### A. Sales & Customer Coordination

Responsible for:

·         customer interaction,

·         quotations,

·         order intake,

·         product clarification,

·         operational coordination,

·         and pre-sales communication.

#### B. Procurement & Inventory

Responsible for:

·         supplier coordination,

·         inward scheduling,

·         inventory allocation,

·         procurement tracking,

·         stock validation,

·         and sourcing workflows.

#### C. Accounts & Payment Operations

Responsible for:

·         payment verification,

·         refund processing,

·         transaction reconciliation,

·         GST coordination,

·         invoice release,

·         and operational financial review.

#### D. Dispatch & Logistics

Responsible for:

·         packing workflows,

·         dispatch verification,

·         courier coordination,

·         shipment processing,

·         tracking management,

·         and delivery coordination.

#### E. Technical & Support Operations

Responsible for:

·         technical support,

·         operational diagnostics,

·         customer assistance,

·         warranty coordination,

·         escalation review,

·         and technical communication.

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## 3\. Order Processing SOP

### 3.1 Customer Inquiry Stage

All customer inquiries shall be handled professionally through official RFCharge communication channels.

Operational representatives shall:

·         verify customer requirements,

·         identify exact product requirements,

·         clarify availability status,

·         communicate indicative lead times,

·         avoid overcommitment,

·         and maintain written communication records.

No operational representative shall guarantee:

·         fixed delivery dates,

·         exact procurement timelines,

·         supplier-side commitments,

·         customs clearance timelines,

·         or inventory arrival dates unless operationally confirmed.

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### 3.2 Quotation & Commercial Communication SOP

All commercial quotations shall:

·         contain product details,

·         include pricing structure,

·         mention indicative operational timelines,

·         specify applicable taxes where required,

·         and remain subject to operational confirmation.

Quotations shall remain commercially indicative unless payment verification and operational confirmation are completed.

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### 3.3 Payment Confirmation SOP

Upon payment receipt:

1.  Accounts team shall verify:

o   transaction status,

o   amount,

o   payment reference,

o   and operational mapping.

2.  Order shall then move into:

o   inventory allocation,

o   procurement review,

o   or dispatch preparation.

3.  Customer shall receive:

o   order confirmation,

o   operational acknowledgement,

o   or processing notification.

No order shall move into dispatch workflow without payment verification.

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## 4\. Inventory & Procurement SOP

### 4.1 Inventory Classification

RFCharge inventory shall be operationally categorized into:

#### A. Ready Stock

Physically available operational inventory.

#### B. Incoming Inventory

Inventory already procured and expected operationally.

#### C. Procurement-Based Inventory

Inventory requiring supplier-side procurement or sourcing.

#### D. Imported Inventory

Inventory requiring customs handling, inward scheduling, or international logistics coordination.

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### 4.2 Inventory Communication SOP

Operational staff shall:

·         avoid false stock guarantees,

·         avoid guaranteed timelines,

·         avoid unsupported procurement promises,

·         and communicate operational status carefully.

Preferred operational wording:

·         “Operationally available,”

·         “Incoming allocation,”

·         “Procurement under process,”

·         “Dispatch under scheduling,”

·         “Expected inward timeline,”

·         “Subject to operational clearance.”

Avoid:

·         “100% confirmed delivery tomorrow,”

·         “Guaranteed customs clearance,”

·         “Immediate dispatch assured,”

·         unless operationally locked.

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## 5\. Dispatch & Fulfillment SOP

### 5.1 Pre-Dispatch Verification

Before dispatch:

1.  Product shall undergo:

o   operational inspection,

o   physical verification,

o   and packaging review.

2.  Dispatch team shall verify:

o   customer address,

o   contact details,

o   invoice readiness,

o   and courier availability.

3.  Shipment records shall be documented.

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### 5.2 Packing SOP

All dispatch packaging shall:

·         minimize transit damage,

·         maintain product integrity,

·         include necessary documentation,

·         and follow operational handling standards.

High-value equipment should preferably:

·         include additional cushioning,

·         tamper-resistant packaging,

·         and shipment photography.

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### 5.3 Shipment Coordination SOP

Tracking details shall be shared after operational dispatch confirmation.

Customers shall not receive:

·         manually generated tracking assumptions,

·         unverified shipment references,

·         or false courier commitments.

Operational delays must be communicated professionally without speculative statements.

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## 6\. Customer Support SOP

### 6.1 Support Workflow

All support requests shall:

·         enter documented communication systems,

·         receive ticket references where required,

·         and remain archived for operational review.

Support staff shall:

·         remain professional,

·         avoid emotional arguments,

·         avoid legal interpretation,

·         avoid operational overpromising,

·         and avoid escalation through personal messaging.

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### 6.2 Escalation SOP

Customer escalations shall follow:

Level 1: Support Review

Level 2: Operational Review

Level 3: Accounts / Procurement Coordination

Level 4: Management Escalation

All escalations shall remain documented.

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### 6.3 High-Risk Customer SOP

Where customers:

·         become abusive,

·         threaten reputational harm,

·         threaten operational disruption,

·         use intimidation tactics,

·         or initiate hostile conduct,

support teams shall:

·         migrate communication to email,

·         avoid emotional engagement,

·         preserve records,

·         avoid unnecessary statements,

·         and escalate internally.

No staff member shall independently:

·         threaten customers,

·         issue legal opinions,

·         make emotional responses,

·         or issue retaliatory communication.

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## 7\. Refund & Cancellation SOP

### 7.1 Refund Request Handling

Refund requests shall:

·         be documented,

·         receive ticket allocation,

·         undergo accounts review,

·         and remain subject to operational authorization.

Refund approval shall remain dependent upon:

·         operational review,

·         procurement status,

·         dispatch status,

·         payment reconciliation,

·         and management authorization where applicable.

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### 7.2 Refund Timeline SOP

Approved refunds shall move into:

·         accounts processing,

·         banking workflow,

·         and operational reconciliation.

Operational refund timelines may require up to 15 business days depending upon:

·         banking systems,

·         payment gateways,

·         settlement cycles,

·         procurement reversals,

·         or financial processing infrastructure.

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## 8\. Technical Support SOP

Technical support representatives shall:

·         avoid unsupported technical claims,

·         avoid speculative compatibility guarantees,

·         avoid unsupported modification recommendations,

·         and maintain technical documentation.

Technical assistance shall remain commercially reasonable and dependent upon:

·         manufacturer ecosystem,

·         operational feasibility,

·         product architecture,

·         and support scope.

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## 9\. Internal Communication SOP

Operational communication inside RFCharge shall:

·         remain documented,

·         remain professional,

·         avoid operational confusion,

·         and maintain escalation clarity.

Critical operational matters shall preferably:

·         move through documented systems,

·         include timestamps,

·         preserve approvals,

·         and maintain accountability.

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## 10\. Legal & Compliance SOP

Operational staff shall:

·         avoid legal arguments with customers,

·         avoid admissions of liability,

·         avoid unsupported allegations,

·         avoid defamatory communication,

·         and avoid operational misrepresentation.

Potentially sensitive disputes shall immediately move into:

·         management review,

·         legal coordination,

·         or structured escalation.

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## 11\. Documentation & Record Retention SOP

RFCharge shall preserve commercially reasonable records relating to:

·         customer communication,

·         invoices,

·         payment references,

·         dispatch data,

·         refund workflows,

·         support tickets,

·         operational communication,

·         procurement records,

·         and escalation history.

Operational documentation shall remain important for:

·         compliance,

·         dispute handling,

·         operational continuity,

·         and business protection.

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## 12\. Final Operational Principles

RFCharge operations shall function on the basis of:

·         technical professionalism,

·         operational discipline,

·         commercially responsible conduct,

·         documentation integrity,

·         escalation control,

·         customer communication structure,

·         and long-term operational scalability.

All operational representatives are expected to protect:

·         customer trust,

·         operational integrity,

·         business continuity,

·         and the technical reputation of RFCharge.

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> Source: [RFCharge](https://rfcharge.com/pages/sop)