Fulfillment
Quick answer
The complete order fulfilment process: pick → pack → ship → tracking → delivery → returns support.
Key takeaways
- Order accuracy (% correct orders): >99%
- On-time shipping (% shipped within SLA): >97%
- First-attempt delivery (delivered first try): >85%
- Cost per order: €4-12 in CEE for a standard parcel
- Return rate: 5-25% (fashion ~25%, electronics ~8%, FMCG ~2%)
Definition
Fulfillment = the operational chain bringing an order from "accepted" to "satisfied customer": pick (stock extraction), pack (packaging + invoice + AWB), ship (handoff to courier), tracking (visibility), deliver (customer receipt), reverse (returns).
The 5 key fulfillment KPIs
- Order accuracy (% correct orders): >99%
- On-time shipping (% shipped within SLA): >97%
- First-attempt delivery (delivered first try): >85%
- Cost per order: €4-12 in CEE for a standard parcel
- Return rate: 5-25% (fashion ~25%, electronics ~8%, FMCG ~2%)
E-commerce vs B2B fulfillment
- E-commerce: high volume, small parcel, individual delivery, frequent returns
- B2B: medium volume, pallet, scheduled delivery, rare returns but with chargeback exposure
Last updated:
Frequently asked
Can I do in-house fulfillment under 100 orders/day?+
Yes, with a light WMS and a courier account. Above 200/day a 3PL or dedicated operation becomes necessary.
Where CRMconnect fits
Related terms
3PL (Third-Party Logistics)
External logistics provider - runs warehouse + fulfillment + courier on behalf of its customers.
LogisticsWMS (Warehouse Management System)
The system orchestrating physical warehouse operations: receiving, putaway, picking, packing, shipping.
TechnologyOMS (Order Management System)
The system centralizing orders from every channel (EDI, online, phone, field agent) and orchestrating execution.
LogisticsLast-mile
The final delivery stage - from local DC to end customer. The most expensive segment.