> ## 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. # Fulfilment Rate by Channel, BigCommerce > Fulfilment Rate by Channel for BigCommerce 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 > Per-channel fulfilment rate: orders shipped within the channel's SLA divided by orders that should have been shipped within the period, decomposed by `channel_id`. The operational health view of multi-channel BC stores. Web fulfilment rates rarely match Amazon LSR rates; B2B fulfilment cycles are different from DTC; POS is structurally 100%. Aggregate fulfilment rate hides the channel that's actually broken. | | | | ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `(orders_shipped_within_SLA_30d / orders_due_30d) * 100 GROUP BY channel_id`. SLA defaults to 48 hours per channel but is overridable per-channel (Amazon: 24-48h, B2B portal: 72-168h, etc.). The rolling 30 days vs prior 30 days for trend. | | **API endpoint** | `GET /stores/{store_hash}/v2/orders` filtered by `status_id IN (2, 10)` (Shipped, Completed) and `date_shipped` timestamp. Channel mapping via `GET /v3/channels`. | | **VAT / tax treatment** | n/a, operational metric. | | **Shipping** | n/a, but the SLA threshold differs by configured shipping method (expedited 24h, standard 48h). | | **Discounts** | n/a. | | **Refunds** | Refunded orders are excluded from the denominator (they don't need fulfilling). | | **Cancelled orders** | Excluded from both numerator and denominator. | | **`Incomplete` orders** | Excluded. | | **Currency** | n/a. | | **Channel coverage** | All BC channels. POS reads near-100% (walk-out fulfilment). Marketplaces show their own SLA-specific rates. B2B portal typically 92-98% (longer cycle but tighter quality). Web 88-95% is the typical healthy range. | | **B2B Edition behaviour** | B2B orders have different SLAs (negotiated PO terms, scheduled delivery). The card auto-detects customer-group and applies the configured B2B SLA. **Don't apply DTC fulfilment thresholds to B2B**, you'll mis-flag the channel as unhealthy. | | **Multi-Location Inventory** | When MLI is enabled, fulfilment rate decomposes by location within each channel. A web channel fulfilled by a healthy warehouse A and a slow warehouse B shows mixed rates; the per-location view is the actionable read. | | **3PL outage handling** | A 3PL outage produces correlated drops across all channels using that 3PL. Cross-reference with [BC Alert Fulfilment Delay](/nerve-centre/kpi-cards/bigcommerce/fulfilment-delay-alert) for real-time outage signal. | | **Time window** | `30D vsP` (rolling 30 days vs prior 30 days). | | **Alert trigger** | `any channel <90%`. Fires when any channel's 30-day rate falls below 90%. **POS is auto-excluded from this threshold** since 100% is structural. | | **Sentiment key** | `fulfillment_rate` | | **Roles** | owner, operations | ## Calculation Calculated automatically from your BigCommerce data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example A US apparel brand on BigCommerce Pro with ShipBob 3PL, Amazon Channel Manager, B2B Edition, and POS at flagship store. Snapshot for 1 Apr to 30 Apr 26 vs prior 30 days. | `channel_id` | Channel | Orders | Within SLA | Rate | vs P30D | Status | | ------------ | -------------------- | ------ | ---------- | --------- | -------- | ------------------------- | | `1` | DTC web | 4,820 | 4,580 | 95.0% | -1.2pp | Healthy | | `1019847` | Amazon (24h SLA) | 1,140 | 1,060 | 93.0% | flat | Healthy (Amazon LSR safe) | | `1019850` | Facebook Shop | 380 | 372 | 97.9% | flat | Healthy | | `12000004` | B2B portal (96h SLA) | 612 | 605 | 98.9% | +0.4pp | Healthy | | `1020111` | Walmart | 220 | **186** | **84.5%** | **-9pp** | **ALERT FIRES** | | `1020114` | POS | 380 | 380 | 100% | flat | Structural | What's interesting: 1. **Walmart fulfilment dropped 9 percentage points to 84.5%, well below the 90% threshold.** This is the actionable signal. Walmart's seller-rating algorithm penalises late shipments harder than Amazon's; sustained sub-90% fulfilment can trigger seller-account suspension within 4-8 weeks. **Investigate immediately.** 2. **Diagnostic sequence in 5 minutes**: (a) [BC Channel Manager → Walmart → Recent activity](https://login.bigcommerce.com/deep-links/manage/channel-manager) for sync failures, (b) ShipBob's Walmart-specific picklist log, (c) Walmart Seller Center for any policy notifications, (d) check whether Walmart-specific SKUs require special packaging that's been delayed. 3. **The cause turned out to be SKU-specific**: Walmart-only SKUs (custom bundles created for Walmart's listing format) were being routed to a manual-pack queue at ShipBob that backed up. **Resolution: standardise the Walmart bundles into auto-pack-eligible SKUs**; expected fulfilment rate recovery to 95% within 14 days. 4. **The DTC web -1.2pp is worth noting but not actionable yet.** A 1.2pp slip from 96.2% to 95.0% is within normal variance. Watch for two consecutive periods of decline before treating as a trend. 5. **B2B portal at 98.9% (+0.4pp) is healthy.** B2B orders typically have longer SLAs and fewer surprises (scheduled deliveries, customer-managed addresses), so high fulfilment rates are normal. **A B2B portal below 90% is a red flag**, the customer relationship is at risk far more than DTC, since B2B churn LTV losses are 10-50x DTC losses. Action priority order: 1. **Filter to channel cohorts before alerting.** POS structural-100% should never trigger; B2B with longer SLAs needs threshold extension. 2. **For marketplace fires (Amazon, Walmart), check the marketplace's seller-rating dashboard** for early penalty signals before the BC card catches up. 3. **For 3PL outages, expect correlated drops across multiple channels.** A single-channel drop usually points to channel-specific operational issue (Walmart-only SKUs, Amazon LTL pickup, etc.). 4. **Pair with [BC Alert Fulfilment Delay](/nerve-centre/kpi-cards/bigcommerce/fulfilment-delay-alert)** for the real-time alarm complement to this trend view. 5. **Configure SLA-by-shipping-method.** Expedited orders should hit 95%+ within 24h; standard 90%+ within 48h. Aggregating produces misleading rates. ## Sibling cards merchants should reference together | Card | Why pair it with Fulfilment Rate by Channel | | ----------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------- | | [BC Alert Fulfilment Delay](/nerve-centre/kpi-cards/bigcommerce/fulfilment-delay-alert) | The real-time alarm; this card is the trend view. | | [BC Channel Inventory Split](/nerve-centre/kpi-cards/bigcommerce/inventory-split-by-channel) | Surfaces whether stock at the right location is the issue. | | [BC Inventory Distribution](/nerve-centre/kpi-cards/bigcommerce/inventory-distribution) | The healthy-stock baseline; pair to identify warehouse bottlenecks. | | [BC Alert OOS Spike](/nerve-centre/kpi-cards/bigcommerce/oos-spike-alert) | OOS-on-channel directly impacts fulfilment rate. | | [BC Channel Refund Rate](/nerve-centre/kpi-cards/bigcommerce/refund-rate-by-channel) | Late-fulfilled customers refund more; the two often co-move. | | [BC Alert Channel Revenue Drop](/nerve-centre/kpi-cards/bigcommerce/channel-revenue-drop-alert) | Marketplace fulfilment penalties cascade into ranking and revenue. | | [BC Channel Conversion Rate](/nerve-centre/kpi-cards/bigcommerce/conversion-rate-by-channel) | A poor fulfilment-rate channel sees customers reduce purchase frequency. | | [Order Count](/nerve-centre/kpi-cards/bigcommerce/total-orders) | Volume context; 9pp drop on 220 orders is 20 late shipments, on 2,000 it's 180. | ## Reconciling against the vendor's own dashboard **Where to look in BigCommerce Control Panel:** [Orders → Shipments](https://login.bigcommerce.com/deep-links/manage/orders) (Pro / Enterprise) shows shipment timestamps; [Channel Manager → individual marketplace](https://login.bigcommerce.com/deep-links/manage/channel-manager) shows marketplace-side fulfilment ack. BC does not natively compute per-channel fulfilment rate; the closest manual computation is via [Reports → Custom](https://login.bigcommerce.com/deep-links/manage/reports) building a fulfilled / due cross-tab. For B2B Edition: [Channel Manager → B2B Edition → Orders](https://login.bigcommerce.com/deep-links/manage/channel-manager) shows B2B-specific fulfilment status with PO context. **Why our fulfilment rate may differ from BC / 3PL view:** | Reason | Direction | | --------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------- | | **SLA definition**. We use 48h default; BC has no per-channel SLA concept natively. | Different baselines | | **Partial shipment treatment**. We count partial shipments as fulfilled if any line shipped within SLA; BC's metrics differ. | Vortex IQ HIGHER on partial-shipment-heavy stores | | **Channel Manager sync lag**. Marketplace fulfilment ack can lag actual shipment by 30-120 minutes; we count BC's `date_shipped`. | Vortex IQ slightly LEADS | | **Refund handling**. We exclude refunded orders; BC includes them in some shipment views. | Vortex IQ HIGHER rate | | **MLI per-location vs aggregated**. We can show per-location; BC aggregates. | Different granularity | | **POS auto-100% treatment**. We exclude POS from the alert threshold; BC includes. | Cosmetic on alerts | **Cross-connector reconciliation (when 3PL and marketplace integrations are connected):** | Card | Expected relationship | What causes legitimate divergence | | ---------------------------------------------------------------------------------- | --------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------- | | [`shipbob.sb_otd_rate`](/nerve-centre/kpi-cards/shipbob/on-time-delivery-rate) | ShipBob OTD rate matches the channels using ShipBob within 1-3% | ShipBob counts pick-to-ship; we count order-to-ship including BC-side queue. Gap is the BC handoff time. | | [`amazon_sp.amazon_lsr`](/nerve-centre/amazon_sp/amazon_lsr) | Amazon LSR co-tracks the Amazon channel slice within 5% | Amazon LSR uses 30-day rolling but with their own carrier-handoff timestamp; we use BC. | | [`walmart_marketplace.wm_otd_rate`](/nerve-centre/walmart_marketplace/wm_otd_rate) | Walmart's seller-side OTD should match Walmart channel | Walmart's calculation includes both ship-on-time and delivered-on-time; we measure ship-on-time only. | | [`shippo.shippo_otd_rate`](/nerve-centre/shippo/shippo_otd_rate) | Shippo's per-carrier OTD aligns by carrier-and-channel | Shippo measures carrier OTD post-handoff; we measure merchant-handoff to carrier. | **The per-channel fulfilment rate is BC-aligned with similar cards on Shopify (per `fulfillment_status` and `source_name`) and Adobe Commerce (per `shipment_status` and `store_id`); merchant-facing semantics are equivalent.** ***
Same-metric documentation cross-reference (for agencies running multiple platforms) * [`shopify.fulfilment_rate_by_channel`](/nerve-centre/shopify/fulfilment_rate_by_channel) (planned) * [`adobe_commerce.fulfilment_rate_by_store`](/nerve-centre/adobe_commerce/fulfilment_rate_by_store) (planned)
## Known limitations / merchant FAQs **Why is my B2B portal at 99% but DTC web at 92%?** Different SLAs and different operational models. B2B has longer SLAs (96h+ typical) and scheduled / managed orders; DTC has tight SLAs (48h) and unpredictable order patterns. **The two aren't comparable**; both can be healthy at their own benchmarks. Configure cohort-specific thresholds. **My Walmart channel reads 84% but Walmart Seller Center shows 91% OTD. Are they synced?** Different metrics. Walmart's OTD measures delivered-on-time at the customer end; this card measures shipped-on-time at your warehouse end. The gap (84% vs 91%) is unusual; usually merchant-side ship-on-time is higher than customer-side delivery-on-time. Check whether your Channel Manager Walmart sync has an issue mapping ship timestamps; sometimes BC records a stale ship date. **My fulfilment rate dropped 2pp this week. Bad?** Within normal weekly variance for most stores. Two consecutive weeks of -2pp is a trend; one week is noise. Cross-reference with [BC Alert Fulfilment Delay](/nerve-centre/kpi-cards/bigcommerce/fulfilment-delay-alert), if the alarm didn't fire, the trend is gradual rather than acute. **My multi-3PL store fulfils web through ShipBob and B2B through dropship. Does the rate combine?** Yes, by default. Configure per-channel-per-3PL view if you want separate rates. The pair "DTC-via-ShipBob" and "B2B-via-dropship" lets you see whether each operational stream is healthy independently. **Should I set marketplace SLAs tighter than DTC?** Yes. Amazon's LSR threshold is 4% (96% on-time); to comfortably stay above LSR, target 95-97%. Walmart's threshold is 95% OTD. eBay's varies. **Configure marketplace SLAs at 24-48h** (vs DTC 48h) to maintain seller-rating safety margin. **My POS shows 100%. Why include it on the card if it's always healthy?** Mostly for completeness, but POS does occasionally drop below 100% in BOPIS / ship-from-store configurations where POS terminal triggers a fulfilment workflow. If your POS is purely walk-out, configure it excluded under Settings → Channel filter. **Why does the alert fire on a single channel but not on the headline?** Because aggregate fulfilment is dominated by your highest-volume channel. A 9pp drop on a 5%-volume channel barely moves the headline 0.5pp; the per-channel alert catches the concentrated drop. **Always run both store-wide and per-channel alerts**; one catches systemic issues, the other catches concentrated ones. **My MLI store shows different rates per warehouse. Which one matters?** Both. Per-warehouse rate identifies the operational bottleneck. Per-channel rate identifies the customer-facing impact. **For root-cause analysis use per-warehouse; for marketplace-penalty risk use per-channel.** **My fulfilment rate looks good but my customer-service complaints about late shipments are up. Why the disconnect?** Probably "shipped-on-time" doesn't match "delivered-on-time" at the customer end. Carrier delays after merchant handoff don't impact this card. Cross-reference with shipping-carrier OTD data (Shippo, EasyPost, etc.) to see whether the issue is carrier-side, not merchant-side. **Can I configure SLA per shipping method?** Yes, under Settings → SLA → Per shipping method. Common config: standard 48h, expedited 24h, two-day-air 12h, next-day-air 8h. The card auto-applies the right SLA per order based on the chosen shipping method. *** ### Tracked live in Vortex IQ Nerve Centre *Fulfilment Rate by Channel* is one of hundreds of KPI pulses Vortex IQ tracks across BigCommerce 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.