---
title: "What is Standard operating procedure? | Chargezen"
description: "A standard operating procedure (SOP) is a written, step-by-step guide to a recurring task, so anyone, or any AI agent, does it the same way every time."
url: "https://chargezen.com/glossary/sop-standard-operating-procedure"
lang: "en"
---

Canonical URL: https://chargezen.com/glossary/sop-standard-operating-procedure

# Standard operating procedure

Standard operating procedure (SOP)

E-commerce

A standard operating procedure (SOP) is a written, step-by-step guide to a recurring task, so anyone, or any AI agent, does it the same way every time.

## What is Standard operating procedure?

SOPs turn the know-how in your best people's heads into instructions others can follow: how to handle a damaged-item claim, how to process a wholesale order, how to close the month. **A good SOP** says when it applies, the steps in order, the information each step needs, the exceptions and when to ask someone. Short and specific beats long and general. **SOPs and AI agents:** an SOP written for a new hire is also a strong brief for an agent. In AI products it is often called an **AI playbook**. Concierge playbooks let you write a method once and choose which agents follow it; a playbook guides the work but never grants extra permissions.

## Example

For example, a store's SOP for damaged items says: ask for a photo, check the order date is within 30 days, offer a replacement first, and if the customer wants a refund, open a return for a teammate to approve.

## Why Standard operating procedure Matters

Written procedures make work consistent and make it possible to hand tasks to new teammates and AI agents without retraining each time.

## Standard operating procedure FAQ

Is an SOP the same as an AI playbook?

Very close. An AI playbook is an SOP written for an AI agent: when it applies, the steps to follow and when to involve a person.

How long should an SOP be?

As short as it can be while covering the steps and exceptions. If it runs to many pages, split it into separate procedures.

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