> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Fulfillment Rate, Adobe Commerce > Fulfillment Rate for Adobe Commerce stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) ## At a glance > Percentage of orders that progressed to `state = complete` within the merchant's defined SLA. Adobe Commerce's `complete` state 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). | | | | ------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(orders where state = complete AND fulfilled_within_SLA) / COUNT(orders eligible for fulfillment)`. The denominator excludes `pending_payment` (SLA hasn't started) and `canceled` (no fulfillment expected). The numerator counts orders that reached `complete` within the configured SLA hours of payment capture. | | **API field** | `state`, `created_at`, `updated_at` from `GET /rest/V1/orders`. | | **VAT / tax treatment** | n/a, count-and-time metric. | | **Shipping inclusion** | n/a. | | **Discounts** | n/a. | | **Credit Memo refund treatment** | An order shipped on time then later refunded still counts as "fulfilled within SLA". | | **`state` machine inclusion** | Numerator: `complete` within SLA. Denominator: orders eligible for fulfillment (paid, not cancelled, not deliberately held). | | **`pending_payment` quirk** | Excluded from denominator (SLA clock hasn't started). | | **`holded` quirk** | Excluded from denominator (operations deliberately paused; SLA pauses with it). | | **Multi-currency `grand_total` vs `base_grand_total`** | n/a. | | **Store View scope (`store_id`)** | All Store Views; per-Store-View variants useful when warehouses serve different regions. | | **Time window** | `30D vsP`. | | **Alert trigger** | `<92% (industry baseline)`. | | **Sentiment key** | `fulfillment_rate` | | **Roles** | owner, operations | ## Calculation ``` COUNT(state=complete) / COUNT(_id) WHERE date BETWEEN [period_start, period_end] ``` ## 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:** | Stream | Eligible orders | Fulfilled within SLA | Rate | | ----------- | --------------- | -------------------- | --------- | | US consumer | 2,610 | 2,486 | 95.2% | | UK consumer | 2,040 | 1,849 | 90.6% | | B2B portal | 1,420 | 1,398 | 98.5% | | **Blended** | **6,070** | **5,733** | **94.4%** | **Vs prior 30-day:** 94.4% current vs 95.7% prior = -1.3 pts. What this is telling operations: 1. **Blended 94.4%** is just above the 92% baseline, mid-pack performance. Best-in-class is 96%+. 2. **UK at 90.6%** is below the alert threshold. Worth investigating: cross-check [Fulfilment Over Time](/nerve-centre/kpi-cards/adobe-commerce/fulfillment-rate-over-time) for the UK series specifically. The UK staffing dip mentioned in that worked example (5 days in late April) explains the drop. 3. **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). 4. **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. 5. **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). 6. **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. The point: a single number (94.4%) across multiple Store Views obscures region-specific issues. Per-Store-View alerting and decomposition is essential for multi-warehouse Adobe Commerce stores. ## Sibling cards merchants should reference together | Card | Why pair it with Fulfilment Rate | | ----------------------------------------------------------------------------------------- | ----------------------------------- | | [Fulfilment Over Time](/nerve-centre/kpi-cards/adobe-commerce/fulfillment-rate-over-time) | Trend chart. | | [Fulfilment Delay Alert](/nerve-centre/kpi-cards/adobe-commerce/fulfilment-delay-alert) | Real-time breach alerting. | | [Unfulfilled Orders](/nerve-centre/kpi-cards/adobe-commerce/unfulfilled-orders) | Current pipeline. | | [Fulfillment Breakdown](/nerve-centre/kpi-cards/adobe-commerce/fulfillment-status) | State distribution. | | [Total Orders](/nerve-centre/kpi-cards/adobe-commerce/total-orders) | Volume context. | | [Refund Rate](/nerve-centre/kpi-cards/adobe-commerce/refund-rate) | Lagging effect of breaches. | | [Cancellation Rate](/nerve-centre/kpi-cards/adobe-commerce/cancellation-rate) | Customer-cancel response to delays. | | [`shopify.fulfillment_rate`](/nerve-centre/kpi-cards/shopify/fulfillment-rate) | Cross-platform peer. | ## 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:** | Reason | Direction of divergence | | ------------------------------------------------------------------------------------------------------------------ | --------------------------------------- | | **SLA threshold**. Card uses configurable threshold (default 48h/72h). Different thresholds yield different rates. | Material if thresholds differ | | **Time-zone**. Admin in Store View timezone; card UTC. | Negligible at 30D | | **`pending_payment` exclusion**. Card excludes from denominator. | Card rate higher | | **`holded` exclusion**. Card excludes from denominator. | Card rate higher | | **Partial shipments**. Card treats any shipment as fulfillment-started. | Card rate higher than strict definition | | **Sync lag**. Card uses OpenSearch sync; Admin live. | Negligible | **Cross-connector reconciliation (when these connectors are connected for this merchant):** | Pair | Expected relationship | What divergence tells you | | ---------------------------- | ---------------------------------------- | ---------------------------------------------------------------------------- | | 3PL on-time-shipment reports | Should align within SLA-definition match | Material divergence indicates definition mismatch or off-platform shipments. | | Carrier API tracking | First scan ≈ Adobe shipment-create | Lag indicates carrier handover delay. | ***
Same-metric documentation cross-reference (for agencies running multiple platforms) * [`shopify.fulfillment_rate`](/nerve-centre/kpi-cards/shopify/fulfillment-rate) * [`bigcommerce.fulfillment_rate`](/nerve-centre/kpi-cards/bigcommerce/fulfillment-rate)
## 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](/nerve-centre/kpi-cards/adobe-commerce/fulfillment-rate-over-time) for the trend (declining or stable?) and [Fulfilment Delay Alert](/nerve-centre/kpi-cards/adobe-commerce/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 exclude `holded` 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. *** ### Tracked live in Vortex IQ Nerve Centre *Fulfillment Rate* is one of hundreds of KPI pulses Vortex IQ tracks across Adobe Commerce and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.