Order fulfilment is the end-to-end process of receiving a customer's order and delivering it to their door. In logistics and eCommerce, it encompasses everything from the moment an order is placed to the moment the customer receives their parcel — and, if necessary, processes a return. Getting it right is the operational foundation of any successful eCommerce business.
1. Order receipt: The customer places an order on your sales channel (Shopify, Amazon, eBay, etc.). The order data is transmitted to your fulfilment operation — either manually, via a CSV export, or automatically through a WMS integration.
2. Pick: A warehouse operative (or a robotics system in automated warehouses) locates the ordered items in their storage positions and collects them for packing.
3. Pack: The picked items are packed into an appropriate box or bag, with any required branded inserts, tissue paper, or protective materials. The parcel is sealed and a shipping label applied.
4. Dispatch: The packed parcel is handed to a courier collection or taken to a post office. A tracking number is generated and communicated to the customer.
5. Delivery: The courier delivers the parcel to the customer's address.
6. Returns (if applicable): If the customer returns the item, the 3PL receives and processes the return, inspecting and restocking or disposing of the item as appropriate.
A wrong item in an order generates: a customer service contact, a return shipment (at cost), a replacement dispatch (at cost), and often a negative review. At 1% error rate and 1,000 monthly orders, that's 10 preventable problems per month — each costing several pounds in direct costs and an unknown amount in customer lifetime value lost.
Outsourcing order fulfilment to a UK 3PL like PackPro means your orders are picked, packed, and dispatched by a dedicated team using barcode-verified picking technology. Our 99.9% picking accuracy rate ensures customers receive the right product every time. Learn how PackPro handles order fulfilment or request a quote.