The 6 service levels to put in every 3PL contract

1. Same-day dispatch

The share of orders dispatched on the day they are received, before the agreed cut-off. Measure it from the dispatch scan, not from a manual report. At Prozo, ProWMS records the dispatch scan for every order.

2. Inventory accuracy at SKU level

Whether the system stock matches what is physically on the shelf, SKU by SKU. Ask how often it is counted and how fast variances are closed. Prozo runs daily cycle counts in ProWMS, closes every variance within 24 hours and holds 99.5% accuracy at SKU level.

3. Pick accuracy

Whether the right item and quantity went into the box. Measure it at the pack station with a scan against the order line, so a short or wrong pick is caught before the manifest closes.

4. First-attempt delivery

The share of parcels delivered on the first attempt. It depends on address quality and courier choice as much as on the courier. Prozo measures it from the carrier feed in ProShip, scores addresses before dispatch and uses AI-PACE to pick the courier most likely to deliver first time.

5. NDRs closed within 24 hours

How quickly each non-delivery report is resolved: reattempted, re-addressed or held. Prozo flags each NDR within minutes, contacts the buyer on WhatsApp and by phone in the regional language, and makes 3 attempts before any RTO.

6. COD ageing

How long cash-on-delivery money takes to reach you after delivery, measured in days outstanding. Prozo tracks it in its finance module against each shipment.

Make the metrics enforceable

Agree the target for each metric per account, and reconcile Prozo’s numbers with your own ERP, OMS or WMS. Agree the escalation path in advance. At Prozo, an order at risk moves up a ladder: operations team, shift supervisor, facility manager, regional leadership, then senior operations, who tell you before the deadline passes. Each account also gets a monthly business review with a named owner and a response clock.