Service Levels

What are service levels?

Service levels are standards that define how quickly you must handle and ship orders after they are placed. They are made up of two main elements:

1. Dispatch-by deadline – the maximum time you have to hand an order to the courier.
   

1. Cut-off time – the daily time by which new orders must be processed to meet the dispatch deadline.
   

Service levels may vary depending on your product type, courier, and customer delivery location. Always check the default settings in your Vendor Dashboard.

Dispatch-by deadlines

The dispatch-by deadline is the last date and time you must ship an order.

• Typically, orders should be dispatched within 1–2 business days of being placed, unless otherwise specified.
  

• Some categories (such as made-to-order or pre-order items) may have longer timeframes.
  

• Dispatch deadlines are calculated automatically based on the time the customer placed their order.
  

Failing to meet dispatch deadlines can affect your seller performance metrics and lead to account penalties.

Daily cut-off times

Cut-off times determine which orders need to be dispatched the same day versus the next working day.

• Orders placed before the cut-off (e.g., 2 p.m.) must be processed and handed to the courier on the same business day.
  

• Orders placed after the cut-off roll over to the next business day’s dispatch window.
  

• Vendors can set their cut-off time in the Vendor Dashboard to match courier collection schedules.
  

Be realistic with your cut-off time. Setting it too late may create pressure and increase the risk of missed deadlines.

Tips for meeting service levels

• Plan ahead: Schedule packaging and pick-ups around your cut-off time.
  

• Maintain stock accuracy: Prevent delays by ensuring inventory levels are up to date.
  

• Batch processing: Group orders by courier or route to speed up dispatch.
  

• Communicate clearly: If unavoidable delays occur, update the order status and contact the customer promptly.
  

Create a daily routine (e.g., order check in the morning, final dispatch check before cut-off) to stay on track.

FAQs

1: Can I change my dispatch-by deadline?

Dispatch times are set according to product type and customer expectations. You can adjust only for pre-order or made-to-order products, where longer lead times are permitted.

2: What happens if I miss a cut-off time?

Orders placed before the cut-off but missed in processing may count as late, which can affect your performance rating.

3: Do weekends count towards dispatch deadlines?

In most cases, dispatch deadlines are based on business days (Monday–Friday). Always check your Vendor Dashboard for the exact calculation.

4: How are customers informed of service levels?

Customers see estimated delivery dates at checkout, based on your dispatch settings and courier times.

5: What if my courier fails to collect on time?

You are still responsible for meeting service levels. Build in a buffer and confirm courier collection schedules in advance.

Related

• Understanding the order lifecycle
  

• Shipping & courier guidelines
  

• Pre-order & made-to-order items
  

• Managing stock levels
  

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