At a glance
Percentage of orders that progressed tostate = completewithin the merchant’s defined SLA. Adobe Commerce’scompletestate means “shipped and invoiced”; the rate is the operational quality KPI for fulfillment. Below 92% is the industry-baseline alert; below 88% indicates structural issues (3PL queue depth, integration failures, persistent staffing gaps).
Calculation
Worked example
A nutritional supplements brand on Adobe Commerce 2.4.6 with US, UK, and B2B Store Views. SLA: 48h consumer, 72h B2B. 30-day window ending Monday 4 May 26. Fulfillment rate by Store View:
Vs prior 30-day: 94.4% current vs 95.7% prior = -1.3 pts.
What this is telling operations:
- Blended 94.4% is just above the 92% baseline, mid-pack performance. Best-in-class is 96%+.
- UK at 90.6% is below the alert threshold. Worth investigating: cross-check Fulfilment Over Time for the UK series specifically. The UK staffing dip mentioned in that worked example (5 days in late April) explains the drop.
- B2B at 98.5% is best-in-class because the in-house HQ team prioritises B2B and their SLA is more generous (72h vs 48h consumer).
- The 1.3 pt blended decline is driven entirely by the UK Store View; US and B2B are stable. Targeted action on the UK warehouse, not blanket changes.
- Operational implications: roughly 3.4% of orders breached SLA (337 of 6,070). Customer service can expect ~340 enquiries-per-month from these customers (industry typical: 70 to 100% of late-shipment customers contact support).
- Action: address UK warehouse staffing-flex; weekly review with Huboo to ensure forecast-vs-actual reconciliation; set per-Store-View alerting to catch UK-specific dips before blended rate drags.
Sibling cards merchants should reference together
Reconciling against the vendor’s own dashboard
Where to look in Adobe Commerce Admin:Reports > Sales > Shipping for shipment counts; manual SLA-breach computation requires per-order time-since-payment.
Sales > Orders with state filter; manual export and analysis for SLA breach detection.
Sales > Shipments lists every shipment created in the period.Why our number may legitimately differ from a manual count:
Cross-connector reconciliation (when these connectors are connected for this merchant):
Known limitations / merchant FAQs
My fulfillment rate is 88%, is that bad? Below the 92% industry baseline, yes. Most likely cause: the SLA is too tight for current operational capacity, or there’s a structural issue (3PL queue depth, integration). Cross-check with Fulfilment Over Time for the trend (declining or stable?) and Fulfilment Delay Alert for current breaches. Adobe Commerce vs Magento Open Source: difference? None at the calculation. Both editions have identical state machine. My multi-store, can I see per-Store-View rates? Yes, configure per-Store-View variants. Strongly recommended for multi-warehouse operations. B2B is on a 72h SLA but consumer on 48h, can I configure both? Yes, per-Store-View thresholds. Most B2B portal Store Views configure 72h or 5-day SLA; consumer Store Views 48h or 24h. The card respects whatever you configure. Why excludeholded from the denominator?
Adobe’s holded state is “operations paused this order” (fraud review, B2B credit check, custom-make awaiting design). The SLA should pause while held; counting them as breach would penalise legitimate ops actions.
Why exclude pending_payment?
SLA only starts when payment captures. A pending_payment order is still in the customer’s hands (or AP’s hands). Including would distort the rate.
My 3PL says they ship 99% within 48h but the card shows 91%, why?
Likely SLA-definition difference. The 3PL measures from “order received in 3PL queue” to “shipment despatched”; the card measures from “Adobe payment capture” to “shipment created”. The Adobe-to-3PL handover (typically 1-4 hours) is included in the card but not in the 3PL metric.
Why does the card consider partial shipments as fulfilled?
Default behaviour: any shipment for an order moves it to fulfillment-started. The customer received goods; the SLA is functionally met. For strict “all items shipped” measurement, configure tighter. The default is operationally pragmatic.
Why is fulfillment rate falling but customer service tickets are flat?
Customers don’t complain on day 3; they complain on day 5 to 7. Tickets lag rate by ~5 days. If rate is falling now, ticket volume rises in a week or two unless you intervene proactively.