Order Fulfillment

This SOP establishes the standardized process for accurately picking, verifying, and packaging wholesale orders at the Distribution Hub. Order fulfillment is the core operation that directly impacts customer satisfaction, inventory accuracy, and compliance.

Compliance Context: Every item picked must match Metrc package tags exactly. Mismatches result in manifest errors, potential compliance violations, and delivery rejections.

In Scope	Out of Scope
Picking items from inventory for wholesale orders Verifying Metrc tags match pick tickets Packaging orders for transport Staging orders by delivery route	Order receiving (see SOP 300.100.501) Metrc manifest creation (see SOP 300.100.504) Vehicle loading (see SOP 300.100.505) Retail store transfers (different process)

Term	Definition
Pick Ticket	Printed document listing all items in an order with SKUs and quantities
Metrc Tag	RFID-enabled compliance tag attached to every cannabis package
FIFO	First In, First Out — pick oldest inventory first to prevent expiration
Staging Area	Designated zone where fulfilled orders await delivery prep
Tote	Plastic container used to organize picked items by order

Regulation	Requirement
3 AAC 306.755	All items on transport manifest must match physical items exactly
3 AAC 306.745	Package tags must be recorded before physical transfer
Internal Policy	FIFO picking required to minimize waste from expiration

Role	Responsibilities
Fulfillment Agent	Responsible for picking, verifying, and packaging orders accurately.
Hub Supervisor	Accountable for fulfillment accuracy. Spot-checks orders. Resolves issues.
Charlene	Informed of substitutions, shortages, or customer-specific issues.

Item	Purpose
Pick Ticket (printed)	Order reference document
Totes (labeled)	Order organization during picking
Barcode Scanner	Scan Metrc tags for verification
Marker/Highlighter	Mark items as picked on ticket
Packing Tape & Labels	Seal and label completed orders
Nitrile Gloves	Required when handling product

Before starting fulfillment:

• ✅ Pick ticket retrieved from Order Board
• ✅ Clean tote labeled with customer name
• ✅ Nitrile gloves on
• ✅ Scanner charged and connected
• ✅ Staging area clear and organized

Safety: Wear gloves when handling product. Lift properly when moving heavy items. Report any damaged or contaminated product immediately.

8.1 Preparation

8.2 Picking Process

8.3 Order Completion

Checkpoint	Verification	If Failed
Tag Scan	Scanner confirms valid Metrc tag	Do NOT pick. Report to supervisor.
Product Match	Scanned product = Ticket product	Re-locate correct item
Quantity	Physical count matches ticket qty	Adjust or note shortage
FIFO	Oldest product picked first	Return and pick correct batch
Final Count	Tote items = Ticket line count	Recheck, find missing items

Exception	Action	Escalate To
Item out of stock	Note on ticket, check for substitutes	Charlene → Customer
Damaged product	Do NOT pick. Tag as damaged. Log in system.	Hub Supervisor
Tag scan fails	Try manual entry. If still fails, DO NOT pick.	Hub Supervisor
Wrong product in location	Set aside. Note discrepancy.	Hub Supervisor
Expired product found	Remove from inventory. Log for disposal.	Hub Supervisor

Component	Requirement
Training Level	Level 3: Independent Certification
Prerequisites	AMCO Handler Card, Metrc training complete
Video	15 min — Order Fulfillment Walkthrough
Quiz	15 questions, 90% pass rate
Supervised Practice	5 orders with supervisor verification
Independent Certification	10 solo orders with 100% accuracy audit

SOP	Relationship
300.100.501 — Receiving Orders	Upstream
300.100.504 — Metrc Manifests	Downstream
300.100.505 — Delivery Prep	Downstream
300.100.507 — Inventory Audits	Lateral

Metric	Target	Measurement
Pick Accuracy	99.5%+	Correct items / Total items picked
Orders per Hour	8-12 (varies by size)	Orders completed / Hours worked
FIFO Compliance	100%	Spot-check oldest batch picked first
Shortage Rate	< 2%	Orders with shortages / Total orders

Version	Date	Author	Changes
v1.0	March 22, 2026	Axis / Marc Theiler	Initial release — CannaOps conversion