Fulfilment Service Levels (SLA) | Scale 3PL Help Center

1. Purpose

To define the service levels provided by Scale 3PL for order fulfilment, inventory receiving and client support.

This article explains the operational standards clients can expect when using Scale 3PL fulfilment services.

Applies to all clients using Scale 3PL warehousing and fulfilment services.

Client

Scale 3PL

Scale 3PL maintains a 99.8% picking accuracy target for all items that have barcodes recorded in Mintsoft.

Barcode scanning significantly reduces fulfilment errors and is recommended for all products.

Direct-to-consumer (D2C) orders received before 12:00 (midday) are normally dispatched the same working day.

Orders received after this time are normally dispatched the following working day.

Inbound deliveries are normally processed within 24 hours of arrival.

Once goods are processed, stock becomes available in Mintsoft for order fulfilment.

Receiving times may vary during peak operational periods or for large deliveries.

Emails sent to the Scale 3PL support team will normally receive an initial response within 2 hours during business hours.

Support requests should be sent to:

Service levels apply during normal warehouse operating periods and may vary during peak trading periods.

Clients should notify Scale 3PL of large promotional campaigns or expected increases in order volume.