Duplicate Order Check SOP

Last Updated: July 6, 2026

Purpose

To verify whether an order flagged as a duplicate is truly a duplicate before any action is taken.

Policy

• Never void or cancel an order based solely on a duplicate alert.
• Customer confirmation is required before canceling a potential duplicate order.
• All findings, actions, and communications must be documented in the ticket.

Procedure

1. Verify Order Details
   • Review both sales orders and compare:
     • Delivery date
     • Delivery address
     • Order contents
   • If the delivery date, address, or products are significantly different = Not a duplicate 
   • Update ticket and resolve as No Duplicate
   • If delivery date and address match and products are similar proceed to Step 2
2. Contact Customer & Sales Executive
   • If the orders appear similar:
     • Contact the Customer
     • Contact the Sales Executive
   • Request confirmation whether both orders are required.
   • Set ticket status to Pending (Waiting for customer) while awaiting response. Do not void or cancel any orders at this stage
3. Resolve Ticket
   • If customer confirms both orders are needed:
     • Keep both orders active
     • Update ticket with confirmation
     • Resolve as Not a Duplicate
   • If customer confirms the order was entered in error:
     • Follow standard cancellation process
     • Document confirmation in the ticket
     • Resolve as Duplicate Confirmed