What an SLA is
An SLA (Service Level Agreement) is your provider's measurable commitment to how well it will operate: what percentage of orders ships on time, with what accuracy, and how fast. It's not a marketing promise —it's an agreed number you can measure every month.
In fulfillment, the SLA is what separates "trust us" from "this is what we deliver, and here's how we prove it." If an operator won't give you clear metrics, you have no way of knowing whether your operation is healthy until a customer complains.
The metrics that actually matter
| Metric | What it measures | Good |
|---|---|---|
| On-time dispatch | % of orders shipped before the same-day cutoff | 98%+ |
| Order accuracy | % of orders shipped with the correct product and quantity | 99%+ |
| Cutoff | The daily deadline: orders before it ship today | The later, the better for your customer |
| Receiving time | How long your inventory takes to become sellable after arriving at the warehouse | 24–48 h |
| Returns processed | How fast a return is back in stock or refunded | 48–72 h |
On-time dispatch and accuracy carry the most weight: they define whether your orders arrive when you promised and whether they arrive correct. Everything else builds on those two.
Why the SLA decides your marketplace reputation
Amazon and Mercado Libre don't just measure whether you sell —they measure how you deliver. Amazon watches your Late Dispatch Rate; going over it penalizes your account. Mercado Libre rewards sellers who keep their shipping reputation green with more visibility. In both cases, those marketplace metrics are, at heart, your fulfillment SLA reflected outward. An operator that hits its SLA is the one that protects your reputation on Amazon and Mercado Libre.
How to use the SLA to choose (and demand)
- Before signing, ask for the operator's real numbers, not vague ranges: what's your on-time dispatch? your accuracy? what time is cutoff?
- Once operating, ask for the monthly report and compare it against what was agreed. A good operator hands it over without you chasing them.
- Remember the SLA only holds if the daily pick and pack is solid: the metrics are the result, not the cause.
Frequently asked questions
What does SLA mean?
Service Level Agreement: a measurable commitment on quality and timing between you and your provider.
What SLA should I demand from a 3PL?
At minimum: 98%+ on-time dispatch and 99%+ order accuracy, with the latest possible cutoff and a monthly report that proves it.
What happens if the operator misses the SLA?
A good contract defines consequences (credits or penalties). More important: if the metrics slip month after month, it's a signal to move to an operator that can actually sustain your volume.
Is the SLA the same as the cutoff?
No. The cutoff is one variable within the SLA (the daily deadline). The SLA is the full set of commitments, including accuracy, receiving times, and returns.
Is your current operator giving you no numbers? See Ecommex's fulfillment service: we operate against an SLA and hand you the on-time and accuracy report every month.