> ## 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, Shopline > Orders fully fulfilled / total orders. <90% means the merchant is breaking shipping promises. How to read it, why it matters, and how to act on it. **Metrics type:** [Key Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) > Orders fully fulfilled / total orders. \<90% means the merchant is breaking shipping promises. ## At a glance > Share of paid orders fully fulfilled (every line item shipped) over the rolling 30 days. The single number that tells the founder whether shipping promises are being kept. Below 90% means the brand is publicly losing trust on delivery; APAC merchants typically run at 95 to 98% in steady state. | | | | ----------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(orders WHERE fulfillment_status = 'fulfilled') / COUNT(paid orders)` over rolling 30D. Partial-fulfillment counts as not fulfilled even if 9 of 10 lines have shipped. | | **API endpoint** | `GET /v1/orders` filtered by `fulfillment_status` and `financial_status`. Webhook updates on `fulfillment.created` and `fulfillment.cancelled`. | | **Numerator** | Orders with all lines shipped (`fulfillment_status = 'fulfilled'`). | | **Denominator** | Paid or partially-paid orders only. Cancelled and unpaid orders are excluded from both numerator and denominator. | | **In-flight orders** | Orders that have not reached their fulfilment deadline are still excluded from this calculation; they neither pass nor fail until the merchant or warehouse acts. | | **APAC same-day expectation** | HK / TW / SG fashion merchants typically promise same-day dispatch on weekday orders before 3pm. The fulfilment-rate floor for that promise is roughly 96%; 90% is the universal Shopline alert threshold. | | **Pre-orders** | Tag-excluded if the merchant uses a `pre-order` convention; otherwise pre-orders inflate the unfulfilled count and depress this rate until release date. | | **Time window** | `30D vsP`. | | **Alert trigger** | `<90%`. Key Metrics tier; below this floor, ops needs to intervene immediately. | | **Sentiment** | `fulfillment_rate`. Direct gauge; higher is better. | | **Roles** | owner, operations. | ## Calculation Calculated automatically from your Shopline data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example **An APAC fashion brand running a Hong Kong Shopline store, rolling 30D ending 27 Apr 26.** | Metric | This 30D | Prior 30D | Change | | ---------------------------- | -------- | --------- | ------ | | Total paid orders | 712 | 658 | +8.2% | | Fully fulfilled | 656 | 638 | +2.8% | | Partial fulfilment | 18 | 8 | +125% | | Unfulfilled | 38 | 12 | +217% | | Fulfillment Rate (this card) | 92.1% | 96.9% | -4.8pp | ```text theme={null} Fulfillment Rate = 656 / 712 = 92.1% Above the 90% alert floor but +4.8pp below the prior 30D ``` **What it means.** 92.1% is on the edge. The brand is roughly 15 unfulfilled-order-equivalents away from breaching the 90% floor. The trend (up +217% on unfulfilled count) is the signal: the warehouse is falling behind faster than order volume is rising. The 18 partial-fulfilment orders are mostly cross-warehouse splits (HK warehouse 1 shipped, warehouse 2 stalled), pointing to a synchronisation issue between locations. The 38 unfulfilled cluster around the past 4 days, indicating the backlog is recent rather than stale. **The action.** Two-week recovery plan: (1) reduce cross-warehouse splits by routing all eligible orders to warehouse 1 (faster dispatch) and only splitting when stock requires it, (2) bring on a Saturday half-day shift for the next 4 weekends to clear the recent backlog. Expected trajectory: back to 95%+ within 14 to 21 days, comfortably above the 90% alert floor and within the brand's own 96% target. ## Sibling cards merchants should reference together | Card | Why it matters next to fulfilment rate | What the combination tells you | | ----------------------------------------------------------------------------------------- | -------------------------------------- | ------------------------------------------------------------------------------------------------------------------ | | [Unfulfilled Orders](/nerve-centre/kpi-cards/shopline/unfulfilled-orders) | Real-time backlog. | High unfulfilled count + dropping fulfilment rate = warehouse capacity ceiling reached. | | [Avg Time to Fulfil (hrs)](/nerve-centre/kpi-cards/shopline/avg-time-to-fulfil) | Continuous-time view. | Rising avg time before fulfilment rate drops = early warning; the rate lags the time. | | [Fulfillment Rate Over Time](/nerve-centre/kpi-cards/shopline/fulfillment-rate-over-time) | The 90D shape. | Spot whether this is a recent break or a structural drift. | | [Fulfillment Status Mix](/nerve-centre/kpi-cards/shopline/fulfillment-status-mix) | The mix view. | If the gap is mostly `partial` rather than `unfulfilled`, the issue is cross-warehouse coordination, not capacity. | | [Refund Rate](/nerve-centre/kpi-cards/shopline/refund-rate) | Downstream. | Late fulfilment correlates with refund rate 7 to 14 days later (delivery-time refunds). | | [Total Revenue](/nerve-centre/kpi-cards/shopline/total-revenue) | The headline. | Fulfilment rate is the leading indicator for revenue continuity; below 90% revenue eventually follows down. | | [Inventory Alerts (OOS)](/nerve-centre/kpi-cards/shopline/zero-negative-stock-variants) | Blocking input. | OOS variants on paid orders cannot fulfil; the gap may be inventory, not capacity. | | [Shopline Health Score](/nerve-centre/kpi-cards/shopline/shopline-health-score) | Composite. | Fulfilment rate is one of 5 health-score inputs; weighted heavily because it is leading. | ## Reconciling against the vendor's own dashboard **Where to look in Shopline's own dashboard:** > **Shopline Admin -> Reports -> Fulfillment performance** > The "Fulfillment rate" tile gives the same figure; mobile app shows the same percentage in the dashboard summary. **Why our number may legitimately differ from Shopline's Admin:** | Reason | Direction | Why | | ---------------------- | ----------------------- | ----------------------------------------------------------------------------------------------------- | | **Time zone** | Boundary days | Shopline Admin uses store-local; we use UTC. | | **In-flight handling** | Either | Shopline Admin sometimes counts in-flight orders as in-progress; we exclude until they pass or fail. | | **Partial counting** | Marginal | Partials count as not-fulfilled in our card; some Shopline reports count them as 0.5 of a fulfilment. | | **Sync lag** | Ours occasionally lower | Webhook-driven; under 60s typically. | | **Pre-orders** | Either | Tag-based exclusion may not match Shopline's own filter. | **Internal identity:** `shopline_fulfillment_rate = 1 - shopline_unfulfilled_count_excluding_in_flight / shopline_paid_order_count` over the same 30D window. ***
Documentation cross-reference (for agencies running multiple platforms) * [`shopify.fulfillment_rate`](/nerve-centre/kpi-cards/shopify/fulfillment-rate) * [`bigcommerce.bigcommerce_fulfillment_rate`](/nerve-centre/bigcommerce/bigcommerce_fulfillment_rate) * [`adobe_commerce.fulfillment_rate`](/nerve-centre/kpi-cards/adobe-commerce/fulfillment-rate)
## Known limitations / merchant FAQs **What is a healthy fulfillment rate for an APAC Shopline merchant?** 95 to 98% in steady state for fashion and homeware. Above 98% is rare without dedicated cut-off-aligned warehouse staffing. Below 90% is structural and triggers the alert. **My fulfilment rate dropped to 88%; what should I check first?** (1) [`shopline_unfulfilled`](/nerve-centre/kpi-cards/shopline/unfulfilled-orders) for the real-time backlog, (2) [`shopline_avg_fulfilment_hours`](/nerve-centre/kpi-cards/shopline/avg-time-to-fulfil) for the upstream lag, (3) [`shopline_inventory_alerts`](/nerve-centre/kpi-cards/shopline/zero-negative-stock-variants) for OOS-blocked orders, (4) [`shopline_fulfillment_breakdown`](/nerve-centre/kpi-cards/shopline/fulfillment-status-mix) to see whether the issue is unfulfilled or partial. **Why does this exclude in-flight orders?** Because they have not yet had a chance to pass or fail. Including them as failures would mechanically penalise the rate every time an order is paid; including them as passes would inflate it. The standard ecommerce convention is "exclude until resolution", which we follow. **Does this include orders that were eventually fulfilled but late?** Yes; this card measures whether the order was fulfilled at all, not whether it was on-time. For on-time fulfilment look at [`shopline_avg_fulfilment_hours`](/nerve-centre/kpi-cards/shopline/avg-time-to-fulfil). **My fulfilment rate is 100% but my refund rate spiked. What is happening?** The orders shipped, but the buyers were unhappy on arrival. Common causes: damaged in transit, sizing wrong, photo / reality mismatch. See [`shopline_refund_rate`](/nerve-centre/kpi-cards/shopline/refund-rate) for the reason-code breakdown. **Does this account for split shipments across multiple warehouses?** Yes. Partial fulfilments count as not-fulfilled until every line ships. APAC merchants with multiple warehouses (HK + Shenzhen, or TW + JP cross-border) often see lower headline rates than single-warehouse stores until the cross-warehouse split is rationalised. **Why is the alert at 90% not 95%?** Because the alert is a "below this is bad" floor, not a "this is the goal" target. 90% is the line at which buyer trust starts to erode publicly (reviews, social media); 95% is what well-run operations target. Setting the alert at 95% would generate too many notifications during normal operational variance. **My subscription orders count toward this rate. Is that right?** Yes. Each subscription billing cycle is a separate order in Shopline; if it ships on time it counts as fulfilled. If the merchant runs heavy subscription volume, fulfilment rate is dominated by the subscription fulfilment cadence, which is usually more reliable than one-time orders. **Does B2B / wholesale order count?** Yes. The card does not segment B2B from B2C unless the merchant configures a tag-based exclusion. Most APAC Shopline merchants run B2C only. *** ### Tracked live in Vortex IQ Nerve Centre *Fulfillment Rate* is one of hundreds of KPI pulses Vortex IQ tracks across Shopline 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.