This SOP outlines the procedures for handling online orders for pickup and delivery at Proof. It is designed to ensure a consistent and efficient process, enhancing customer satisfaction, and streamlining our bakery operations.

On-Demand Ordering

Roles and Responsibilities

Front-of-House (FOH) Team

• Receive and confirm online orders within 5 minutes of receipt.
• Enter inventory numbers per instructions below.
• Provide customer support and handle inquiries.
• Manage pickups and oversee delivery coordination.

Production Team

• Prepare orders based on details provided by FOH.
• Ensure quality and presentation standards are met.
• Enter inventory numbers if FOH staff is unable to. 

Inventory Entry Procedure

1. Click the More tab on the Square Terminal.
2. Click on Items.
3. Scroll to the item you are trying to enter or use the search bar.
4. Scroll down to Price and Inventory.
5. Click on Stock on Hand, then Adjust Stock. 
6. Select Inventory re-count and enter the total amount of that product available for sale for the day.
7. Repeat as necessary until all product types have been accounted for.

Important Details

• All payments are to be processed online.
• There should always be a clearly designated pickup area at every retail location.
• Always verify customer identity and order details during pickup.
• The bakery manager or shift lead is the primary individual responsible for ensuring that all orders are fulfilled adequately and in a timely manner. Orders should always be checked at the beginning of the day.
• Orders should be marked as complete in the Orders section of Square upon pickup.

Troubleshooting

In the event of any issues, e.g., payment failures, disputes, failed delivery:

• Assure guests that in any event of mishap, we will do our best to promptly resolve the situation, or swiftly offer a full refund as a last resort. The utmost priority is customer satisfaction.
• If a product that is low in stock has been simultaneously purchased by an in-store customer and an online customer, always prioritize the in-store customer.
• Notify the bakery manager or supervisor on duty immediately.
• Michael and Caitlin will be handling communication with 3rd party courier services (typically Doordash). If you need an update on delivery status or need to resolve a situation with a delivery driver, make the necessary phone calls.

Which items are supposed to be counted?

Right now, only the standard menu should be entered as inventory. Ensure that all these items and nothing else are entered in the system:

Catering

Key Guidelines

• All customers must first be encouraged to go to the Proof website and place an order on the catering portal. 
• QR codes will be provided on in-store signage for easy link sharing.
  Most items will be sold by the dozen (for pastry) and by the half dozen (for bread). 
• The order minimum is $200.
• Pickup or delivery are both available.
• Order fulfillment will always run on the following timeline:
  • Orders can only be placed for the next four Thursday-Wednesday timeframes.
  • Cutoff for the nearest order period will always be Sunday at 2PM.
  • This schedule (as outlined on the image below) will repeat week after week.

• However, if a guest insists on placing the order in person, their orders must:
  • Be of a total greater than or equal to $200.00.
  • Paid in advance.
  • Placed within the aforementioned fulfillment date range.
  • Entered in a transaction using the Pickup function in Square.
• Any orders that do not meet all the conditions above must be personally reviewed and approved by the bakery manager. The bakery manager must then manually enter the order into Square as a pickup order.
• As a note, scheduled pickup orders can only be registered on the Square Terminal; this is not a function on mobile apps, so iPads will not work for this purpose.
• Orders should be marked as complete in the Orders section of Square upon pickup.