When it comes to running a successful online store, customers are increasingly judging their experience not only on the quality of the product, but also on how quickly their order arrives, how easy it is to track, and how straightforward the returns process feels. It’s fair to say that fulfilment has become one of the strongest ways to build trust and encourage repeat business.
So, how exactly do you make sure your fulfilment is working at its best? Below, we’ve outlined some proven practices, from selecting the right 3PL partner to tracking performance, that can help streamline operations and strengthen your customer offering.
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Choosing the right 3PL partner
Ultimately, getting fulfilment right starts with your choice of partner. You should think of your 3PL provider as an extension of your own team; they should understand your products, your customers and your ambitions. Here are four essential boxes your 3PL partner must tick:
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Integrate seamlessly with your e-commerce platform
A good 3PL provider should integrate directly and securely with whatever e-commerce platform you use, so orders, stock levels and tracking information update automatically. This connection reduces manual work and supports accuracy.
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Offer warehouse locations near your customers
A recent study by Capital One Shopping revealed that 62% of online shoppers consider shipping speed critical to a positive online retail experience. Warehouse proximity shortens shipping times, keeps costs efficient, and enhances the customer experience.
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Support your product type
Whether you sell clothing, electronics or perishable items, your 3PL partner needs the right expertise, legal and regulatory knowledge, and facilities to handle your products with care and precision.
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Scale with your business
Your fulfilment solution should be able to flex with seasonal peaks (more on this here), product launches or expansion into new markets. A scalable 3PL partner provides you with the confidence you need to grow smoothly.
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Optimise your inventory management
Strong inventory management keeps orders moving efficiently and prevents unnecessary delays. Clear visibility of stock levels across multiple sites ensures that popular items remain available and storage space is used effectively. Demand forecasting and automated reorder alerts further support efficiency.
At Hallmark Consumer Services, our state-of-the-art Warehouse Management System (WMS) provides real-time insight into inventory so you can replenish quickly and fulfil orders from the most convenient location.
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Standardise packaging and branding
Packaging plays an important role in how customers perceive your brand; consistent, branded packaging reinforces identity and creates a professional unboxing experience. At the same time, your packaging must support practical needs such as protecting products in transit and making returns easier to manage. Aligning form and function in packaging is also a simple way to strengthen loyalty.
At Hallmark, we have the space, resources and experience to handle all types of kitting, including seasonal projects such as themed gift hampers. Indeed, we recently expanded our operations with the addition of a new warehouse at our Grantham site to support a significant increase in demand for our contract packing and kit assembly services. Find out more.
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Set clear service-level agreements (SLAs)
Clarity helps everyone work more effectively. For instance, SLAs define expectations around order processing, delivery times and returns, giving your team and your fulfilment partner a shared set of targets to work towards. They also provide a useful benchmark for monitoring and continuous improvement.
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Track key performance indicators (KPIs)
Performance data reveals how well your fulfilment is running day to day. Keeping track of KPIs such as order accuracy, fulfilment speed, cost per order and customer satisfaction scores can highlight strengths and opportunities for refinement.
Further data from the Capital One Shopping study mentioned above shows that 43% of consumers have abandoned a cart or a retailer due to slow shipping speeds, and 63% of consumers choose a different retailer for later purchases if shipping takes longer than two days. These types of figures underscore the importance of keeping a close eye on your KPIs.
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Automate workflows where possible
Automation can help bring consistency and speed to your fulfilment. Tasks such as order routing, shipping label generation and tracking notifications can be handled automatically, freeing your team to focus on higher-value work. Furthermore, well-designed automation also reduces manual errors and supports a smoother customer journey.
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Monitor fulfilment costs
Every element of fulfilment – storage, labour, packaging, returns and shipping – contributes to overall spend. Regularly reviewing these costs against service levels provides valuable insight into profitability and ensures resources are being used in the right places.
Hallmark has invested heavily in secure, sophisticated systems that not only help us to deliver an efficient, first-class fulfilment service, but also produces valuable business insights into areas like prices, delivery options and customer buying histories to help you improve and grow.
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Provide an exceptional customer experience
Fulfilment is one of the most visible aspects of your brand, and every interaction also shapes how customers feel about your business. A strong 3PL partner should create a consistent, positive experience on your behalf through providing:
- Fast and accurate order processing
- Real-time order tracking on your branded platform
- Simple, efficient returns handling
- Responsive support for any queries or issues
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Test, audit, improve
Even the best fulfilment processes benefit from regular reviews. Test orders, audits and customer feedback provide valuable also insights into where operations can be refined. Building continuous improvement into your approach ensures fulfilment stays aligned with evolving customer expectations and industry best practice.
As an example, Hallmark partners with the UK’s leading supplier of independent school uniforms and sportswear, providing a flexible contact centre service. Through continuous reviewing and fine-tuning, we have been able to reduce call times to an optimal window, balancing client value and exceptional customer service, as shown by feedback from the client and its customers. Read the full case study here.
Ready to take the next step?
At Hallmark Consumer Services, we provide flexible fulfilment solutions that integrate seamlessly with Shopify and other e-commerce platforms, including Woo-commerce, Magento, TikTok and more. From inventory management and branded packaging to scalable warehousing and responsive support, we help businesses across multiple sectors deliver a high quality service that reflects their brand.