Service standards that make
China fulfilment more transparent
Our SLA is not just a support promise. It is part of how Wefulfil operates: clearer pricing, faster inbound handling, stronger dispatch discipline, accountable communication, and defined compensation for eligible shipping delays.
Performance Commitments
Why brands care about fulfilment SLAs
This page is designed to show that Wefulfil does not rely on vague promises. Our service standards are structured, measurable, and tied to operational discipline.
What this SLA page actually proves
The standards clients can see, track, and rely on
Each commitment below is built to reduce uncertainty in cross-border fulfilment: clearer commercial expectations, stronger warehouse discipline, and faster response when issues appear.
Clear pricing. No hidden charges.
We quote with clarity upfront so clients are not left guessing about extra operational or shipping costs after inventory arrives.
Putaway completed within 2 working days.
Once the inbound request is submitted correctly and products arrive with scannable barcodes, our warehouse commits to putaway within 2 working days.
Fast dispatch with measurable standards.
Orders submitted before 3:00 PM are prioritised for same-day dispatch, with overall 24-hour dispatch performance maintained as a core operating standard.
How the SLA shows up in real operations
Quote confirmed
Pricing scope is aligned before inventory starts moving.
Goods received & shelved
Inbound requests and barcode-ready units move into putaway workflow.
Orders dispatched
Dispatch cutoffs and fulfilment performance are tracked against standard.
Issues owned & resolved
Late delivery, exceptions, and service issues move through an accountable response path.
Logistics performance backed by compensation
Clients do not just want a shipping option. They want confidence. Our compensation policy gives late-delivery accountability a clearer commercial standard.
Applied when a shipment exceeds the committed transit window by more than 3 working days under eligible conditions.
Applied after client complaint when a shipment exceeds the committed transit window by more than 5 working days under eligible conditions.
A support model built for speed and ownership
Slow replies create bigger operational problems. That is why our service standard includes response time, ETA discipline, and a concrete solution commitment instead of generic acknowledgement.
Account managers are required to acknowledge and respond during working hours within 10 minutes.
For urgent matters outside working hours, response is required within 2 hours.
Every issue must include a clear ETA instead of a vague acknowledgement.
A concrete solution must be provided within 24 hours, not just a reply.
Important conditions behind the SLA
A strong SLA should be transparent not only about what is promised, but also about the operating conditions that make those promises measurable and fair.
Transit compensation applies to eligible shipments that follow the agreed shipping method and declared product type.
Inbound putaway SLA starts only after goods are physically received, inbound details are submitted correctly, and barcode requirements are met.
Dispatch SLA applies to orders that are system-ready, paid, approved, and free from address, product, stock, or compliance exceptions.
Sunday is excluded from dispatch timing calculations unless otherwise agreed in writing.
Service commitments do not cover production defects originating from client-selected factories or suppliers.
Delays caused by customs inspections, force majeure, public holidays, incorrect recipient information, or carrier-side exceptional events may fall outside compensation scope.
FAQ
Does this SLA apply to all clients?
When does the 2-working-day putaway commitment begin?
How is the dispatch SLA calculated?
Is shipping compensation automatic?
What if the issue is related to product quality?
Looking for a fulfilment partner
with clearer standards?
Talk to Wefulfil about your current fulfilment pain points, expected service levels, and growth goals. We will show you how our SLA supports faster execution, better communication, and more predictable operations.