Fulfillment SLA

The Fulfillment tab shows how many of your orders ship on time. Each warehouse is judged by its own on-time rule and operating hours, and the results roll up by warehouse and by brand. On the 24h period, the tab also lists the orders that must ship today, so you can act before the number slips.

Who can see this

You need access to SLA data. 3PL Admins always have it, and admins can give it to others on the team. See SLA overview. Only admins can escalate orders from the ship-today risk list.

Overview

  • See your on-time shipping % against your target, across all warehouses or for the warehouses and brands you filter to.
  • Compare warehouses and brands side by side, with each brand measured against its own target when it has one.
  • Open the late orders behind a brand's figure, or download all of them as a CSV.
  • On the 24h period, see the orders that must ship today and escalate them into the Urgent Queue.
  • Step through worked examples in How order SLA is calculated.

Screenshot: The Fulfillment SLA tab. (pending capture)

How an order is judged

Fulfillment SLA counts whole orders, not individual items:

  • The clock starts when an order's items are ready to ship in your WMS. If items were re-allocated before they shipped, the clock starts from the most recent time they became ready.
  • Each shipment is timed on its own. If an order ships in batches, each batch is measured from when its items became ready.
  • An order is on time only when every item has shipped within the warehouse's on-time rule.
  • An order is late if any item shipped late, or if an item hasn't shipped and its deadline has already passed.
  • An order is pending while some items haven't shipped but are still within their deadline. Pending orders are left out of the on-time %.
  • Cancelled orders are excluded and count neither for nor against you.

On-time % = on-time orders ÷ (on-time orders + late orders).

Which period an order lands in is decided by its deadline, not by when its clock started. An order that became ready late yesterday but was due this morning counts towards today, which is the day your team was actually judged on. It also means an order due in a later period doesn't count against the one you are looking at.

When an order ships from two warehouses, the workspace figure counts it once, as late if either warehouse was late. Each warehouse is judged only on the items it shipped, so one warehouse can be on time while the other is late.

To see this in action, select the ? button (How these numbers are calculated) in the toolbar. How order SLA is calculated steps through five examples: every item shipped on time, one late item, an order still shipping, an order split across two warehouses, and a cancelled order.

On-time rules

Each warehouse uses one of two rules. Admins choose the rule in SLA settings.

  • Hours since ready — an item is on time if it ships within the threshold after becoming ready, counting only the warehouse's open hours. The threshold is 6 open hours unless an admin changes it.
  • Same-day cut-off — items that become ready before the cut-off time must ship the same open day. Items that become ready at or after the cut-off, or on a closed day, must ship by the end of the next open day. The time of day they ship doesn't matter.

When you filter to a single warehouse, a caption above the gauge shows its timezone and rule, for example America/New_York · same-day cut-off 2:00 PM or America/Chicago · 6 business hours.

Read the gauge

  • With no filters, the gauge shows Average warehouse on-time %. This is the average of each warehouse's on-time %, so every warehouse counts equally, however many orders it ships.
  • With a warehouse filter, it shows On-time shipping % for those warehouses. With a brand filter, it shows Brand on-time % (or Brands on-time % for several brands).
  • The Target pill is your on-time target, which is 95% unless an admin changes it. When you filter to a single brand that has its own target, the gauge uses that brand's target instead.

Warehouses and brands tables

The Warehouses table lists each warehouse's On-time Shipping %, with a bar and a tick at the target, plus its Orders, Late, and Pending counts. The footer shows totals. Select a warehouse's row to narrow the page to that warehouse.

The Brands table lists the same figures for each brand. Each brand's tick sits at that brand's own target, so a brand with a stricter target can show as behind at the same percentage. Select a brand's name to open its Brand Work Desk.

See late orders

  1. In the Brands table, select a brand's Late count.
  2. The Late orders panel lists the orders. Each one shows when it shipped, or overdue (unshipped), and how long it took against the threshold, for example 9h 12m / 6h.
  3. Select an order to open it.
  4. To export every late order, select Download all N as CSV. The file includes each order's status, SLA result, warehouse, and ship-to details.

Protect today's orders

On the 24h period, Pax cards beside the gauge look at the orders that must ship today:

  • Ship-today risk — how many orders must ship today and aren't in the Urgent Queue yet.
  • Lift followed by a brand or warehouse name — what shipping today's orders on time would do to its on-time %, and what missing them would cost.
  • Protect followed by a brand or warehouse name — shown when its rate is already high. Shipping today's orders keeps it there.

"Due today" and "late" are always judged by Packr's own Fulfillment SLA deadline for the order — the warehouse's on-time rule, with the clock starting when the order became ready — never by the required ship date in your WMS. That way the list and the gauge beside it count the same orders.

An order is on the list when it is due today or already late by that deadline, is ready to ship right now, and isn't already fulfilled, cancelled, or in the Urgent Queue. An order on hold, with a backordered line, or whose latest allocation isn't ready is left off, and Escalate won't move it. Wholesale and partly shipped orders are left off too, unless an admin changes that in SLA settings. Orders that are already overdue stay on the list for up to three days, so a missed order doesn't drop out of sight the next morning. When nothing is at risk, Pax shows No ship-today risk.

See why an order is or isn't at risk

Admins can select Why this number? under the Pax cards, or See why on the No ship-today risk card, to open a panel that explains the list. It takes the late and still-due orders counted on the gauge and shows, one row per rule, how many were kept off the list and why — for example already urgent, on hold, backordered, or excluded by your settings. Select a count to see those orders. The orders that remain are candidates, and you can tick them and escalate them from the panel.

Cards are split into three labelled groups by how much of the Fulfillment SLA clock is left, so the most urgent work reads first:

  • Due within 2 hrs — two hours or less before the order would be late.
  • Already late — shipping now would already miss the deadline.
  • Due later — more time than that.

Each order carries its own SLA deadline, shown in its warehouse's timezone. Orders in a status you have marked Locked are left out of the list and its counts entirely.

  1. Select the button on a card, such as Explore all or Review N orders.
  2. The Ship-today risk panel lists the orders, grouped and labelled the same way. Filter them by warehouse, brand, status, or urgency, and select an order to open it.
  3. If you're an admin, select Escalate N on the card itself. Packr shows exactly what will change — each order's current status and the urgent status it will move to, with counts — before you confirm.

Each order goes to the urgent status its own status escalates to, rather than everyone in the selection landing in one status you had to pick. Statuses with no mapping of their own use the workspace's default urgent status, and the confirmation flags those so you can set a mapping instead. Admins set the mappings under Settings -> Order Statuses. Once it runs, Packr reports which orders were escalated and lists any failures by order number.

In the Ship-today panel, each row reads Escalates to its target status, and orders in a locked status are hidden behind a Show toggle and can never be selected.

Check one order's SLA

If you have SLA access, an order's detail page includes an Allocation Timeline section. It shows when each item became ready and when it shipped, and whether the order was on time, late, pending, or excluded. See Orders.

Tips

  • Fulfillment SLA is built from your WMS's allocation and shipment events. If a whole period stays empty, check that the ShipHero webhooks are enabled. See Connecting your WMS.
  • The 24h period is a live view of today. It counts orders due in the last 24 hours, orders due later today (on time if they've shipped, pending if not), and older orders that are still unshipped (as late). The 7-day, 30-day, and custom periods count each order once, in the period its deadline falls in.
  • The ship-today risk cards only appear on the 24h period. Switch back to 24h to escalate orders.
  • The brand health score can include fulfillment on-time performance. See Workspace settings.

Common questions

How is on-time shipping % calculated? Packr judges whole orders. An order is on time only when every item shipped within its warehouse's on-time rule, and a single late item makes the whole order late. On-time % is on-time orders divided by on-time plus late orders. Pending and cancelled orders are left out.

Why is an order pending instead of on time? Some of its items haven't shipped yet but are still within their deadline. An order isn't counted as on time until every item has shipped.

What's the difference between hours since ready and a same-day cut-off? Hours since ready gives each order a set number of open hours to ship after it's ready. A same-day cut-off requires orders ready before the cut-off to ship that same day, and orders ready later to ship by the end of the next open day. Admins choose the rule for each warehouse in SLA settings.

Why doesn't the All warehouses on-time % match the order totals? The Average warehouse on-time % gauge averages the warehouses' rates, so a small warehouse counts as much as a large one. The table footers count every order.

Do cancelled orders count against on-time shipping? No. Cancelled orders are excluded from the on-time % entirely.

How do I escalate orders that must ship today? On the 24h period, select Escalate N on the Ship-today risk card, check the confirmation listing each order's current and target status, and confirm. Only admins can escalate, and the workspace needs urgent statuses set in Settings -> Order Statuses.

Where do I change the on-time target? Admins set it in Settings → SLA under On-time target. They can also give individual brands their own target under On-time target — per brand. See Set targets.