Fulfillment KPI Dictionary

Use this dictionary to align commerce, warehouse, carrier, customer-care and finance teams on what each measure means. Replace the example sources with your authoritative systems and document source fields.

Measure	Numerator	Denominator	Time basis	Typical exclusions to state	Source
On-time order release	Eligible orders released by the promised internal release time	Eligible orders due for release	Promise timestamp in the operating time zone; order cohort	Fraud/payment holds, customer holds, tests, approved preorders	OMS release and promise events
Fill rate	Requested units supplied in the first shipment	Requested units in the same eligible order cohort	Accepted-order cohort; define observation window	Canceled-before-release, tests, approved substitutions if reported separately	OMS plus WMS shipment lines
Pick accuracy	Correct picked order lines without a pick-caused correction	Order lines picked in the same cohort	Warehouse completion date and facility time zone	Tests, training orders, upstream item-master errors if separately reported	WMS scan and correction events
On-time carrier handoff	Eligible shipments physically accepted by carrier by promised handoff	Eligible shipments due for handoff	Promised handoff timestamp and facility calendar	Customer holds, approved weather/service suspensions only if policy permits	WMS manifest plus carrier acceptance event
Tracking acknowledgment	Shipped packages whose valid tracking is accepted by the channel	Shipped packages requiring channel tracking	Shipment cohort; define acknowledgment window	Digital delivery, local pickup, non-tracked services	OMS/channel acknowledgment
Order cancellation rate	Accepted orders canceled in the defined scope	Accepted orders	Order-acceptance cohort and maturity window	Tests; segment customer, fraud, inventory and merchant causes	OMS/channel order status
Return rate	Returned units received or approved (choose and name the event)	Delivered units in a mature cohort	Delivery cohort plus stated return window	Exchanges, refused delivery, warranty returns if reported elsewhere	Returns system plus order delivery
Dock-to-stock time	Sum of receipt-level elapsed times from physical receipt to full sellable release	Receipts fully released in the same cohort	Receipt cohort; facility calendar or elapsed hours	Quarantine/quality holds only if separately measured	WMS receipt and inventory-release events
Inventory discrepancy rate	SKU-location count lines with a verified physical/system difference	SKU-location count lines completed	Count-completion cohort	Expected in-transit movements, unresolved counts	WMS/ERP cycle-count records

How to apply the dictionary

Choose the decision first. A package-level tracking metric and an order-level metric are not interchangeable for split shipments. Write one definition, test it against source records and version it before publishing.

For every KPI, add an owner, refresh cadence, segmentation, known limitations and target source. Targets should reflect your commitments and operating design; the example definitions do not create a 1Commerce or provider service level.

Validate before trusting a dashboard

Select a small cohort and reproduce the numerator and denominator from source events. Check duplicate records, late-arriving carrier events, time zones, cancellations, partial shipments and provider gaps. Label partial coverage clearly. Never treat label creation as physical carrier acceptance.

When a definition changes, record the effective date and whether history was restated. If a source cannot support a required field, redesign the measure or disclose the limitation rather than estimate silently.

Read commerce KPI definitions, compare providers with the fulfillment partner scorecard, and browse the inventory and fulfillment hub.

1Commerce can support analytics across configured commerce sources; coverage and refresh behavior depend on integration and scope. Review your KPI model with 1Commerce.