Fulfillment SLA

This article only pertains to accounts who leverage GoBolt's 3rd party fulfillment service. 

1. What is GoBolt's fulfillment SLA?

2. How do I know if an order has breached SLA? 

3. Are there any exceptions to this SLA?
   

   • Holiday SLA

   • Large Orders

Depending on the date and time an order is created on our platform, GoBolt has a fulfillment service level agreement (SLA) that we hold ourselves to. 

i.e. orders created over the weekend are fulfilled on Monday

Please answer the 3 questions below.

1. Date Created: Has the order failed to be fulfilled within the timelines stated in the What is GoBolt's fulfillment SLA? section above?

   • The time stamps you see on the GoBolt Portal are based on the current timezone you are in. Please make sure to convert these times to the local time zone of the "Fulfilled From" warehouse before determining if the order has passed SLA or not.

2. Shipment Tags: Is the shipment tag "Ready to Fulfill" or "Processing Delivery"?

   • Ready to Fulfill: The order has the green light for fulfillment.

   • Processing Delivery: A pick sheet has been printed and the warehouse is currently picking and packing the order.

   • Unfulfilled: The order is on-hold.

     • If you would like the order to be fulfilled as soon as possible, please toggle the status to "Ready to Fulfill. How-to steps can be found in our How to edit orders article. 

     • If there is an active error on the order, the shipment tag will also say "Unfulfilled". The warehouse will not be able to fulfill the order until you troubleshoot the error(s) at hand.

       

3. Order Stock: Is the order stock "In Stock"?  If you have partial fulfillment toggled on for your orders, "Partially in Stock" orders should also be fulfilled. 

If you answered yes to all of the questions above, we may have a fulfillment SLA violation on our hands. Before reaching out to the Support team, please double check your inbox for any emails from the team with regard to the order in question - we may have already reached out to flag a blocker. 

If you answered no to at least one of the questions above, the SLA has not been breached, but we are happy to answer any questions that will help get the order fulfilled as soon as possible. 

During the holidays, order volume naturally increases, and even though our fulfillment teams will continue to fulfill orders as quickly as possible, we do need to adjust our SLAs to set new expectations. Any adjustments will be shared via email well before peak season. 

The SLA can be adjusted on large orders as well, at the discretion of the respective GoBolt warehouse. Please flag these bulk, wholesale orders to the Support team so proper fulfillment expectations can be set in advance.