Most fulfilment contracts go wrong over details that were never asked about: accuracy rates, cut-off times, peak surcharges, exit terms, and data access. These 11 questions cover operations, cost, integration, and leaving. A provider that answers them clearly and in writing is usually one worth shortlisting.
Choosing a fulfilment provider often comes down to a sales call and a rate card. Problems appear later, when peak season arrives, or it’s time to leave. Asking awkward questions early is the cheapest protection a seller has.
What Should You Ask About Operations?
Operations questions test whether a provider can deliver what the sales deck promises. Anyone choosing a fulfilment partner Gonini or one of its competitors, should ask the same three questions and expect numbers, not adjectives.
The table below summarises what a good answer to each operations question looks like, and what should raise concern.
|
Question |
A good answer |
A warning sign |
|
Pick accuracy |
A measured figure of 99.5 per cent or higher, with a reporting method |
“We are very accurate” with no number |
|
Cut-off time |
A fixed time, in writing |
A vague “same day for most orders” |
|
Peak capacity |
Agreed volumes and a surcharge schedule |
No forecast process |
Vague answers to these three questions rarely improve after signing. The next section moves on to cost, where the largest surprises usually sit.
What Should You Ask About Cost?
A low per-order fee can hide a high total bill. Ask for every charge a seller of your size is likely to meet, and ask for it in a single document.
Ask the provider to price a realistic month for your business, including one returns batch and one inbound delivery. A worked example exposes more than any rate card. Once you know the cost structure, the next set of questions covers how the provider connects to your systems.
What Should You Ask About Data and Integration?
Fulfilment is partly a data service. If you cannot see your stock and orders accurately, you will oversell and won’t know why.
A provider that treats your data as yours will say so plainly. One that hesitates is telling you something about how a later exit will go.
What Should You Ask About Leaving?
Few sellers ask about exit terms, and most regret it. A contract is easy to enter and costly to leave if the terms are vague.
Together, these 11 questions take about an hour to ask and answer. A provider that gives straight, written answers has shown how it will behave when something goes wrong. One that avoids them shows that, too.
Frequently asked questions
How many fulfilment providers should I compare?
Three to five is a workable number. Fewer gives you little leverage, and more tends to slow the decision without improving it.
Should I ask for references?
Yes. Ask for two or three customers of a similar size and product type, and ask them about peak season and returns.
What pick accuracy should I expect?
Most good providers report 99.5 per cent or higher, but ask how they measure it and over what period.
Is a longer contract cheaper?
Sometimes, but a longer term only helps if the exit and service-level terms are clear. A short pilot can show how the provider performs first.
Can I negotiate surcharges?
Often, especially if you can give a reliable peak forecast. Providers will usually discuss them when volumes are predictable.