Run your online store on a system, not on notifications and memory
The Online Store Operations Manual gives D2C founders, small operations teams and the agencies that help them every file for the daily job: product pages, checkout, orders, couriers, returns, customer service, store health, sale days and the weekly numbers.
- A 14-sheet Online Store Operations Workbook: products, orders with dispatch and delivery checks, couriers, returns, tickets, weekly trading, promotions, apps, monthly audit and three dashboards
- An Order Contribution and Free-Shipping Calculator (7 sheets) for contribution per order, discount uplift and threshold tests
- 4 fillable PDF forms (14 pages), 55 customer and partner messages, 9 SOPs and brand-ready policy drafts
- A 6-page dispatch-floor print pack, a 'Numbers that matter' KPI card and 30 AI prompts with a human review rule
The Online Store Operations Manual · Bodhih Pro Kits · 226 by Bodhih Training, trainers to 2,000+ companies since 2008.
How do you run an online store day to day?
Run it as a loop: keep product data and pages to a written standard, show costs early at checkout, ship every order against a promised dispatch date, refund returns fast and log the reasons, answer customers within set times, keep apps and speed in check, and review contribution per order every Monday. The Online Store Operations Manual from Bodhih Training gives a file for each step.
Want the full free guide first? Read How to Run an Online Store Day to Day: An Operations Guide.
You already feel the problem. Here is what it is costing you.
Busy weeks that earn less than they look
The platform shows revenue. It does not show what each order leaves after product cost, packing, courier, payment fees, cash on delivery and returns. Without contribution per order, a discount can quietly cost more than it brings.
Orders that slip between the cracks
A COD order nobody confirmed, a parcel the courier never collected, a refund nobody remembered. Without promised dispatch dates and an Action column, problems surface when the customer complains.
Returns without lessons
Each return is handled, but nobody sees that the same SKU leaked three times through the same courier. Reason codes and a weekly look turn returns into fixes.
Sale days run on adrenaline
Codes that do not work, stock that oversells, a courier that fails and messages that wait overnight. A countdown checklist and stop rules make the peak a project instead of a scramble.
Picture the next few weeks with the kit open beside you.
Picture next Monday morning. You open the Online Store Operations Workbook with your coffee, read the Action column on the Orders sheet and know exactly which COD order to confirm, which address to fix and which parcel to chase. The Dashboard shows last week's conversion rate, AOV and contribution per order on one screen.
As you work through the week, every return lands on the Returns sheet with a reason code, every customer conversation on the Tickets sheet with a first response time, and every message comes from a library you have already branded and edited into your own voice. When a courier misses a pickup, SOP 3 tells you when to switch to the backup.
Then imagine your next sale. Fourteen days out, you run the discount through the calculator and start the countdown. On the day, the packing station card is on the wall, the stop rules are agreed, and the team checks in every two hours. Afterwards, the Promotions sheet tells you plainly whether the extra orders paid for the discount.
Whether you start with the Settings sheet tonight or the print pack tomorrow, the kit gives you a file for each step, so you can build the operation one habit at a time.
20 files that do the work for you
The e-book shows you how. The tools make it happen. Here is exactly what you download.
The Online Store Operations Manual (e-book, PDF)
The guide: methods, worked examples, scripts and exercises
Start here: online store operations map
Your first hour, Brand it in five minutes, your first week, the whole job in ten steps with the file to open at each, and a 30/60/90 day plan.
Online Store Operations Workbook
14-sheet workbook: settings, product data and page completeness, order log with dispatch and delivery checks, courier rates and performance, returns with days-to-refund and cost per return, customer service response times, weekly trading with conversion, AOV and contribution per order, promotions with uplift, app register, monthly store audit and three dashboards.
Order Contribution and Free-Shipping Calculator
7-sheet calculator: contribution per order line by line, the most marketing an order can carry, the uplift each discount needs, whether a free-shipping threshold pays for itself, and contribution by order value and return rate, with a chart.
Product page checklist and monthly store audit
Five-page fillable form: a two-page product page quality checklist you run on every new or promoted SKU, then a three-page monthly store audit with a test purchase, fifteen scored areas and the month's fixes.
Sale-day readiness checklist and incident log
Four-page fillable form: a countdown checklist from two weeks before a sale to the morning after, a sale-day roles and check-in table, a post-sale review, and an incident log for site outages, payment failures, courier failures and overselling.
Courier and 3PL selection scorecard
Three-page fillable form: your shipping needs on one page, a weighted scorecard for up to three couriers or fulfilment partners, and a trial plan with the decision.
Returns inspection form
Two-page fillable form: inspect one return against four grades and decide resell, repack, write off or supplier claim; then a daily returns batch sheet with a pattern check.
Customer message library and service standards
A one-page customer service standards charter to adopt, then 55 ready-to-edit customer and partner messages in 8 groups: orders and payment, cash on delivery, dispatch and delays, stock, returns and refunds, complaints, reviews, sale days and messages to couriers, 3PLs and suppliers.
Store policies: discussion drafts
A decision table to complete first, then brand-ready drafts of a shipping and delivery policy and a returns and refunds policy, and outlines of a privacy notice, terms of sale and cookie notice, for your lawyer to finalise.
Fulfilment SOP pack and courier brief
9 step-by-step SOPs (daily order run, picking and packing, dispatch and handover, failed delivery and return to origin, returns and refunds, stock sync, sale day, weekly trading meeting, monthly audit), a packaging specification table and a brand-ready brief to send couriers and 3PLs.
Worked example pack: a skincare brand's sale week
The kit's main tools completed for one composite case: Neem and Nila Skincare through its festive sale week, with a courier failure, a returns spike, the promotion verdict, the monthly audit and the Monday trading meeting.
AI prompt pack for online store operations
30 tool-agnostic prompts in 6 groups (catalogue and pages, checkout and payments, orders and couriers, returns, customer service and reviews, store health and numbers), each with what to paste in and what to check before you use the output.
Returns and refunds decision card
Thirteen 'if this, do this' rows for damaged, wrong, faulty and change-of-mind returns, safety reports, lost parcels, RTO and chargebacks, with the words to use and a refund timing rule.
Online store mistakes to avoid
Twenty common and costly mistakes in running a D2C store, each with what to do instead.
Numbers that matter: online store KPI card
Fourteen numbers the store runs on, each with a plain definition, the exact formula, where it lives in the workbook and what to do if it moves, plus two sourced outside benchmarks.
Online store rules and country notes (October 2026)
Dated orientation on consumer returns and refunds, price honesty, product safety, accessibility, data, AI disclosure and payments for the UK, EU, US, India and Australia, what to check elsewhere, and the research quoted in the kit.
Dispatch floor print pack
Six wall-ready pages: packing station card, dispatch cut-off poster, returns inspection card, laminate-ready daily order checklist, who-to-call card and sale-day stop rules.
30-day set-up and weekly trading calendar
40 events: a 30-day set-up plan, then a Monday trading meeting each week to week 13 and monthly store audits around days 61 and 91. Import into Google, Outlook or Apple Calendar.
Online store operations task board
38 set-up and operating tasks with list, owner, due day, priority and the kit file to use. Import into Trello, Asana, Notion, Planner or Jira.
Chapter by chapter
Each chapter opens with a real situation, gives you a method and ends with something to do today, using the tools in your kit.
- Format
- PDF e-book + XLSX + fillable PDF + DOCX + printable PDF + ICS + CSV
- Files
- 20 files plus a one-click ZIP
- E-book
- 60 pages
- Works with
- Excel, Google Sheets, LibreOffice, Word, Google Docs, Acrobat Reader, Google Calendar, Outlook, Apple Calendar, Trello, Asana, Notion
- Best for
- D2C brands and small teams running their own web store for physical products
- Currency and units
- Any currency; metric or imperial: set them on the Settings sheet
The Store That Runs on Notifications
Why the operation behind the shop window decides how a store feels, and the ten-step operating loop on one page.
Run the Store as an Operation
Roles, daily, weekly and monthly rhythms, and one workbook as the operating record, with Settings driving every sheet.
The Numbers Behind Every Order
Contribution per order after product cost, packing, courier, payment fees, cash on delivery and returns, and a free-shipping threshold tested rather than copied.
Catalogue and Product Pages That Sell Honestly
SKU structure, variants and attributes, an eleven-check product page standard, photography and accessibility basics.
Merchandising, Checkout and Payments
Collections, search and bundles, checkout friction drawn from Baymard Institute research, payment options, gateways, fraud and chargebacks in plain words.
From Order to Doorstep
Order statuses, the daily order run, packing standards, courier and 3PL selection, delivery promises and tracking messages.
Returns, Exchanges and Refunds
Returns policy design, the returns process with four inspection grades, refund timing, reason codes, cost per return and product safety reports.
Customer Service, Reviews and User Content
Response targets by channel, a service charter, a message for every moment, and honest reviews and user content.
Store Health: Stock Sync, Apps, Speed, Uptime and Policies
Stock sync, app hygiene, Core Web Vitals and uptime, store policies as discussion drafts and data protection basics.
Promotions and Sale-Day Operations
Judging discounts before and after on contribution, the sale-day countdown, stop rules and honest urgency.
The Weekly Trading Meeting, the Monthly Audit and AI
The 30-minute Monday trading meeting, the monthly store audit and AI with a human in charge.
The Quiet Dispatch Desk
What an ordinary, calm Monday looks like when the system holds the details.
Not just reading. Tools you will actually open again.
E-book
- The Online Store Operations Manual e-book: about 9,700 words, ten chapters, six diagrams, a weekly meeting and monthly audit checklist, and a glossary
Start here
- 00-Start-Here-Online-Store-Operations-Map: your first hour, Brand it in five minutes, your first week, the whole job in ten steps with the file for each, and a 30/60/90 day plan
Workbooks
- Online Store Operations Workbook (14 sheets): settings, products and page completeness, orders with promised dispatch and action flags, couriers, returns with days to refund and cost per return, tickets with first response time, weekly trading with contribution per order, promotions with uplift, apps register, store audit and three dashboards
- Order Contribution and Free-Shipping Calculator (7 sheets): per-order contribution, discount test, free-shipping threshold test, contribution by order value and return rate, summary chart
Forms
- Product page checklist and monthly store audit (5 pages)
- Sale-day readiness checklist and incident log (4 pages)
- Courier and 3PL selection scorecard (3 pages)
- Returns inspection form (2 pages)
Word templates
- Customer message library and service standards (55 messages and a one-page service charter)
- Store policies: discussion drafts (shipping, returns and refunds, privacy, terms and cookie outlines)
- Fulfilment SOP pack and courier brief (9 SOPs, a packaging table and a brief to send couriers and 3PLs)
- Worked example pack: a skincare brand's sale week
- AI prompt pack for online store operations (30 prompts)
Cheat sheets
- Returns and refunds decision card (13 situations)
- Online store mistakes to avoid (20 mistakes and what to do instead)
- Numbers that matter: online store KPI card (14 numbers with formulas)
- Online store rules and country notes, dated October 2026
Print pack
- Dispatch floor print pack (6 pages): packing station card, dispatch cut-off poster, returns inspection card, daily order checklist, who-to-call card, sale-day stop rules
Calendar and import
- 30-day set-up and weekly trading calendar (40 events, ICS)
- Online store operations task board (38 tasks, CSV for Trello, Asana, Notion, Planner or Jira)
When you have worked through it, you will be able to…
Every outcome is practised with a worked example and a tool, not just described.
- You will be able to work out contribution per order and the most marketing one order can carry
- You will be able to test a discount or a free-shipping threshold with numbers before you launch it
- You will be able to score every product page against an eleven-point standard and fix the weakest first
- You will be able to run a daily order run with promised dispatch dates and clear action flags
- You will be able to choose and switch couriers with a scorecard, a trial and a written rule
- You will be able to process returns with reason codes, inspection grades and refunds on time
- You will be able to answer customers on every channel within set times, in your own voice
- You will be able to run a 30-minute weekly trading meeting and a monthly store audit, using AI with human review
Know your starting point. Prove your progress.
People who measure before and after improve faster and can show it. AssessAll, our sister assessment platform, has AI-graded assessments that pair with this kit. Take one now, work through the kit, then re-take it.
Small Business Operating Decision Assessment for Shop, Service and Studio Owners
Take the assessment →AssessAll assessmentBefore You Put It in the Deck: Data and Analytics Judgement
Take the assessment →AssessAll assessmentWarehouse & Logistics Operations Judgment
Take the assessment →JobularyIf-then plans that make habits stick (Jobulary)
Make it a growth plan →A taste of Chapter 2
In September, Neem and Nila ran a free-shipping weekend. Orders jumped, the team celebrated, and the revenue line on the platform dashboard looked like a good month. Then Ananya added up the courier bill, the extra packing and the shipping income she had given away. The weekend had brought extra orders, but each one carried less money than she thought, and nobody could say whether the extra orders had paid for the shipping she gave away. Revenue is the number every platform shows first, because it is the easiest to count. It is also the least useful number for running a store. Two other numbers decide whether your operation works: what one order leaves you after the costs it causes, and how much of that you spend to get it.
The honest comparison
| Free templates and typical advice | This kit | |
|---|---|---|
| Numbers | Revenue and order counts from the platform | Contribution per order after shipping, payment fees, COD and returns, weekly, with a calculator for discounts and thresholds |
| Orders | The platform's order list | Promised dispatch, late flags, delivered-on-promise and a daily Action column |
| Returns | A returns policy template | Policy decision table, reason codes, inspection grades, refund timing checks, cost per return and a pattern check |
| Customer messages | A handful of generic templates | 55 messages including COD, courier failures, lost parcels, skin reaction reports, chargebacks and partner escalations |
| Sale days | Advice to 'prepare early' | A 14-day countdown, roles, two-hourly check-ins, stop rules, an incident log and a post-sale verdict |
| Rules | Undated advice for one country | Principles for any country plus a dated sheet for the UK, EU, US, India and Australia and what to check elsewhere |
Made for you if…
- Founders running their own D2C web store for physical products
- Small operations, dispatch and customer service teams in growing brands
- Makers, artisans and manufacturers selling direct online
- Marketplace sellers who have opened their own store
- Agencies and freelancers who run store operations for clients
- Anyone preparing a store for its first big sale
Probably not for you if…
- Sellers of downloadable digital products only (see Sell Digital Products)
- Anyone looking for a promise of sales, conversion or profit: this kit gives you methods and tools, not forecasts
- Large retailers with full e-commerce, warehouse and service departments already in place
Built by trainers, tested in real rooms.
Bodhih Training has designed and delivered corporate programmes since 2008. Bodhih Pro Kits package what works in those workshops into a guide plus the exact tools we use, so you can apply it the same day without a facilitator in the room.
From here to using it in three steps
- STEP 1
Tap Get the kit
Name, email and country. UPI, card or netbanking in India; international cards everywhere else. No account to create.
- STEP 2
Download instantly
Your download page opens at once, with every file and a one-click ZIP. A permanent link lands in your inbox too.
- STEP 3
Open the first tool
Start with the quick-start chapter, then the main spreadsheet or planner. Most buyers use something from the kit the same day.
Build the operation once, then let it carry the busy weeks
Open the workbook, type your Settings and last week's orders, and see your store on one screen. Whether you start with the packing station card tonight or the calculator tomorrow, each file is ready for you to use today.
Personal licence for the buyer's own use (and use with your own team, freelancers and agency within your business where the kit says so). Please don't share or resell the files. Team and company licences: solutions@bodhih.com.
What buyers say
No ratings yet. Only people who have bought this kit can rate it - every buyer gets a one-click rating link a couple of days after their purchase.
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AssessAll
250+ AI-graded assessments to measure skills and earn verified credentials.
Jobulary
Individual development plans that start from evidence and stay yours.
Bodhih Training
Run this topic as a live workshop for your team, in person or online.
Pewple
Book a vetted coach for career, leadership or communication. Pay per session.
Bodhih.org pathways
Certification pathways in Applied AI, Workplace English and management.
The Online Store Operations Manual: FAQs
Read the free guideAlready bought? Resend my linkDoes it work with Shopify, WooCommerce, Wix or Squarespace?
Yes. The kit is platform-neutral. You paste or type orders, returns and weekly figures from any hosted store platform into the workbook, and the method, forms and messages apply whatever you use.
Can I use this with my staff, team or agency?
Yes, within your own business under the personal licence: share the SOPs, print pack, message library and workbook with the people who run your store, including freelancers working on it. Company and multi-site licences are available from solutions@bodhih.com.
Does it work in my country?
The method works anywhere and the workbooks take any currency and units. The dated rules sheet covers the UK, EU, US, India and Australia and lists what to check elsewhere. Consumer, data and product rules differ and change, so check them locally with your lawyer and the official sources.
How do I calculate contribution margin per order?
Take net revenue after tax and discounts, add any shipping the customer paid, then subtract product cost, packing, courier, payment fees, cash-on-delivery and return-to-origin costs, and the average cost of returns. Divide what is left by net revenue for the margin. The calculator and the Weekly Trading sheet do this for you.
What is a good free-shipping threshold?
There is no universal number. It depends on your order mix, shipping costs and how many customers top up to reach it. The calculator compares charging shipping on every order with free shipping above each threshold you test, per 100 orders, so you can trial the best candidate.
How do I reduce returns?
Give every return a reason code and look for patterns weekly: the same SKU, the same courier, any wrong item. Fix the cause at the cheapest point, usually the product page, the packing or the pick check. The Returns sheet and inspection form are built for this.
Is this legal or tax advice?
No. It is educational operating guidance. The policy drafts are discussion drafts for a lawyer to finalise, and money figures are planning estimates. Check your lawyer, accountant, payment provider and local consumer and data rules before you act.
Does the kit promise more sales or a higher conversion rate?
No. It gives you methods and tools to run operations well and see your real numbers. Results depend on your products, market, traffic and many things outside anyone's control.
How can I measure my starting point?
If you want to measure your starting point, AssessAll offers related assessments sold separately: the Small Business Operating Decision Assessment for Shop, Service and Studio Owners, Before You Put It in the Deck: Data and Analytics Judgement and Warehouse & Logistics Operations Judgment. They suit the store lead and whoever runs dispatch and the numbers.
How do I turn the weekly routine into a lasting habit?
Use the 30/60/90 day plan and the calendar, and to make the Monday meeting and daily order run stick, Jobulary's article on if-then plans shows how to turn intentions into habits you keep. Read it at jobulary.com.
How much does The Online Store Operations Manual cost?
₹999 including 18% GST for buyers in India, or $29 for buyers outside India. One-time payment, no subscription, with an automatic invoice.
How do I get the files after paying?
Instantly. Your download page opens the moment payment succeeds, and a permanent download link is emailed to you. Download each file separately or everything in one ZIP.
What software do I need?
Any of the usual tools: Excel or Google Sheets for spreadsheets, Word or Google Docs for templates, Adobe Acrobat Reader, Preview, Xodo or GoodNotes for the fillable PDFs, and Google, Outlook or Apple Calendar for the calendar plan.
Can I get a refund?
Because it is a digital download, kits are not refundable once downloaded. We always refund a duplicate charge or a failed delivery, and if a file is corrupted and we cannot fix it within 3 working days. Full terms: bodhih.org/refunds.
Can my company buy this for a team?
Yes. Team and company licences, and workshops on this topic run by Bodhih Training, are available. Write to solutions@bodhih.com or call +91 99000 11601.
