E-Commerce Fulfilment Service

Our powerful inventory management software allows our staff to manage your stock levels with ease, and all our clients will have access to real-time inventory tracking.

We offer complete visibility throughout, ensuring that while we handle ecommerce fulfilment for you, you have ultimate control over your business dealings.

Our ecommerce fulfilment software offers the following benefits:

Real-Time Stock Visibility

Gone are the days of manually counting stock or working from outdated spreadsheets! With our software, you get real-time visibility of your stock levels across multiple locations. This ensures you always know what’s available, preventing overselling and stock shortages.

Reduces Errors and Saves Time

Manual inventory tracking is prone to human error, leading to costly mistakes like stock discrepancies or items being picked in error. Automated software reduces these risks by syncing inventory data with sales and purchases, cutting down on manual data entry and freeing up valuable time.

Prevents Overstocking and 'Stockout'

Holding too much stock ties up cash flow and warehouse space, while running out of products can lead to lost sales and frustrated customers. Our inventory software helps maintain optimal stock levels by tracking demand patterns and setting automated reorder alerts.

Seamless Multi-Channel Integration

If you sell across multiple platforms - like Shopify, Amazon, and eBay - keeping stock levels synchronised can be a nightmare. Direct Fulfilment 365's software integrates with all popular platforms, ensuring that stock updates in real time, reducing the risk of overselling or duplicate orders.

Improves Order Fulfilment Speed

Faster, more efficient order processing means happier customers. Conversely, the longer you make your customers wait, the less likely they are to leave a positive review or shop with you again. With our inventory software, orders are automatically assigned to the correct warehouse, products are picked faster, and shipping labels are generated instantly - helping to reduce dispatch times.

Cost Savings & Increased Profitability

Better stock control means less money wasted on dead stock (items that don’t sell) and fewer losses due to mismanaged inventory. Optimised inventory management helps you maintain the right stock levels to meet customer demand, ultimately leading to increased profit margins.

Better Forecasting & Data-Driven Decisions

Our stock management software provides powerful analytics and reporting tools, allowing you to track trends, forecast demand, and make smarter purchasing decisions. This prevents unnecessary stock purchases while ensuring you’re always prepared for peak sales periods.

Enhanced Customer Satisfaction

When customers receive their orders quickly and accurately, they’re more likely to return. By preventing stockouts and ensuring seamless order processing, inventory software helps build trust and loyalty, leading to repeat business and positive reviews.

The buyer's journey begins when they place an order on your online store, marketplace or website. The details are instantly captured by our fulfilment system, which seamlessly integrates with multiple sales channels, like Shopify, Amazon, WooCommerce, Esty, etc.

This automatic syncing ensures that the order is received immediately, avoiding any delays or problems connected with manual data entry or order capture.

Once received, the system runs through a range of instant checks:

• Stock availability - Inventory levels are checked to make sure the item is in stock.
• Shipping details and validation - The customer's address and details are double-checked to avoid later issues.
• Fraud prevention - Automated fraud detection software flags any potentially suspicious transactions before they go ahead.

When this has all been verified - which takes a matter of seconds - the order is picked from the warehouse.

Direct Fulfilment 365 has a dedicated team of trained pickers, although automated systems are also used at some of the larger facilities.

Either way, the pick-and-pack process is streamlined to maximise speed and accuracy. Our staff use a range of picking methods, depending on the volume of orders and type of product involved:

Wave Picking

Orders are grouped into "waves" based on factors like shipping deadlines, product types, or courier schedules. Warehouse staff pick all the items for a specific wave in one go, ensuring efficient workflow management and faster dispatch. This method is particularly useful for our high-volume fulfilment centres that handle time-sensitive orders.

Batch Picking

Batch picking is like going to your local grocery store for your weekly shop, but taking several shopping lists belonging to other people as well as your own. Instead of picking one order at a time, our staff collect items for several orders in a single trip. This reduces unnecessary walking and speeds up the process, making it ideal for businesses that receive lots of small, similar orders, like fashion retailers or online pharmacies.

Zone Picking

In zone picking, the warehouse is split into sections, with staff assigned to specific zones. Each picker is responsible for collecting items within their designated area, and if an order requires products from multiple zones, it moves through the warehouse until complete. This method keeps pickers focused and efficient, reducing congestion and improving order accuracy - perfect for our large fulfilment centres handling diverse product ranges.

Piece Picking

Piece picking is the most straightforward method - picking one order at a time, item by item. It’s often used for smaller-scale fulfilment operations or when dealing with high-value or custom products that require extra attention. While it’s not the fastest method, it ensures accuracy and personalised handling, making it great for luxury or bespoke items.

These are the more commonly used methods at our fulfilment centres, although we do have sites where the process is automated.

With automated picking, high-tech robots zip about the warehouse on tracks, selecting the items using a barcode identification system. It's a super-efficient method that eliminates human error 100% and can operate effectively for 24 hours without requiring a break. This is ideal for order fulfilment services, as it speeds up the process significantly.

These systems are more likely to be found in very large fulfilment centres, although this technology will undoubtedly become more common in the future.

Picking an item is only the first part - we then have to make sure it meets the required standards. Each item is double-checked for any signs of damage or deficiency. We also check it against the inventory to rule out the risk of sending the wrong item.

We then move on to the packing and shipping stage.

Operational excellence is at the core of everything we do at Direct Fulfilment 365, so when it comes to packing and shipping, we don't cut corners. It's not about wrapping items and getting them delivered at any cost - it's about efficiency and speed without compromising the customer experience.

Our valued staff use high-quality packaging materials to protect the products. Appropriate materials are used in each case to ensure that the products reach the other end safely.

All packages contain a packing slip containing all the necessary details about the item. These details will be double-checked before the parcel is shipped, again cutting down the risk of errors.

Custom Packaging

If you prefer, we can use branded packaging or special packing materials to boost awareness of your ecommerce brand and its ethos.

Using special packaging with your brand's name or logo on lets consumers know that your products are special, adding a touch of luxury and class. Customers are always more impressed with items wrapped or boxed in high-quality, colourful materials than if they arrive in plain cardboard envelopes or non-descript boxes!

We also offer the option of sustainable packaging for the eco-conscious client (although the majority of our packing materials are recyclable).

Going the extra mile to enhance the customer experience is a proven way to gain visibility and increase a positive brand image, and we are happy to help in this area.

The Shipping Process

Direct Fulfilment 365 partners with all the leading delivery services to provide a range of shipping options, and many orders are shipped on the same day due to our super-efficient systems.

We typically work with companies like Royal Mail, Parcelforce, Evri (Hermes), DPD, and DHL, offering standard or next-day delivery. International shipping isn't an issue, and we strive to get your packages overseas as swiftly as possible.

We understand that many customers have varying opinions about specific companies, and we work with these couriers and delivery services to reduce instances of late, damaged or undelivered items.

Product returns are a natural and necessary part of the retail fulfilment journey, and items are sent back for a wide variety of reasons, including:

Product Issues

• Faulty or Defective Item - The product is damaged, broken, or not functioning as expected.
• Item Arrived Damaged - The product was damaged during transit due to poor packaging or handling.
• Manufacturing Defect - A fault in production, such as a missing button on clothing or a non-working electronic device.

Wrong Item Received

• Incorrect Product Sent - The customer received a different item than what they ordered.
• Wrong Size/Colour - The correct product was sent but in the wrong size, colour, or specification.
• Missing Parts or Accessories - The product is incomplete, such as missing cables, instructions, or additional components.

Customer Preferences

• Customer Changed Their Mind - The customer no longer wants the product.
• Better Price Found Elsewhere - The customer found the same product cheaper from another retailer.
• Not Suitable for Intended Use - The product does not meet the customer’s needs or expectations.
• Unwanted Gift - The item was a gift that the recipient does not want or need.

Product or Quality Concerns

• Not as Described - The product looks or performs differently from how it was advertised.
• Poor Quality - The customer feels the item is cheaply made or not worth the price.
• Item Feels Uncomfortable - Common with clothing, shoes, and accessories that don’t fit comfortably.

Delivery & Packaging Issues

• Late Delivery - The order arrived too late for its intended purpose.
• Damaged Packaging - The outer packaging was severely damaged, leading to concerns about the product’s condition.
• Opened or Tampered Packaging - The customer suspects the item was used, returned, or tampered with before delivery.

Subscription or Recurring Order Issues

• Accidental Order - The customer did not intend to place the order (often with auto-renewals).
• Duplicate Order - The same item was purchased twice by mistake.
• Unwanted Subscription Product - The customer forgot to cancel a recurring order.

Ethical or Personal Reasons

• Sustainability Concerns - The customer prefers eco-friendly alternatives.
• Allergy or Sensitivity - The product caused a reaction (common with skincare, cosmetics, or fabrics).
• Animal Testing or Ethical Concerns - The customer later realises the product does not align with their ethical values.

Whatever the reason for the return, dealing with these packages can absorb a lot of precious time and effort! That's why Direct Fulfilment 365 offers a comprehensive returns management option as part of our ecommerce order fulfilment service.

You provide a copy of your returns policy terms and conditions, and we'll handle the rest accordingly. While all of the above reasons for return are valid to some degree, it's up to you to decide which ones align with your terms.

The Returns Process

When eligible packages arrive, they are immediately checked to ascertain the condition of the goods and verify the reason for return (where possible).

Any products that are in good condition will be added to the inventory, allowing them to be listed for sale again, increasing the chances of being bought.

All other items will be processed responsibly, depending on their nature and according to your explicit instructions. Wherever possible, the returned goods will be recycled or refurbished, although in certain conditions some items will need to be disposed of. We maintain scrupulous records of all of these products and advise you of the details.

Once an item has been received and checked, we will issue a refund in line with your terms and conditions.

When you examine the list of reasons customers give for returning items, a good proportion of them can be eliminated through Direct Fulfilment 365's order fulfilment service.

Understanding how to reduce returns in ecommerce is key, and we do this in several ways:

• Quality Control - By checking the item for any quality issues, we drastically reduce the chances of a customer being sent a damaged or incorrect product. Our inventory software virtually eliminates any risk of the wrong item being picked, immediately cutting down the number of returns.
• Swift Delivery - Our seamless operation ensures efficient order processing and timely delivery, guaranteeing a desirable customer experience. This puts an end to complaints about late deliveries and boosts chances of repeat buyers.
• Subscriptions Management - We can manage subscriptions for you, providing customer reminders so they know when orders are due. We can also sort out cancellations to make sure orders are not sent out unnecessarily.
• Packaging Issues - Direct Fulfilment 365 fulfilment centres use high-quality packaging to protect goods from damage. We also raise any issues of 'damage in transit' with the appropriate shipping services to reduce such instances in future.

As an ecommerce business, we know that you value your customers - after all, they are the ones keeping you afloat! Even so, dealing with their complaints and queries is going to take valuable time and cost you money, particularly if you need to hire extra staff specifically to handle this.

Instead, why not let Direct Fulfilment 365 take on this aspect of your business as well? We process customer orders, so we're more than capable of listening to any queries relating to them!

We act on your behalf here; the Direct Fulfilment 365 staff will be representing your business and therefore will apply any terms and conditions you stipulate.

When you examine the common complaints of the average online shopper, it's clear that most of these problems can be overcome with some proactive thinking. Here are some of the top complaints:

• The item doesn't fit the description.
• The returns process is too complicated
• Difficulties with customer service (too slow or unhelpful agents)
• High shipping costs
• Items out of stock at the checkout
• Incorrect size/colour/fit

With Direct Fulfilment 365's ecommerce fulfilment solutions, you can avoid almost all of these! Order accuracy is immediately improved, and if customers do need to query anything, we make sure that their concerns are heard and dealt with.

A mark of a good business is being able to handle complaints well, turning a potentially negative experience into a positive one. It's a great way to retain customers and avoid negative reviews.

When Direct Fulfilment 365 takes care of your customers, you can be sure of excellent results.

Do you want to delight customers or just meet their basic needs? All the available data shows that those who are willing to go the extra mile consistently receive positive ratings.

And by 'the extra mile', we mean little touches like:

• Custom packaging with brand names or logos
• Luxury tissue paper
• Personalised thank-you notes and inserts (encouraging social media engagement)
• Surprise gifts
• Discount vouchers
• Premium gift wrapping with ribbons and tags
• Engraving, embossing or monograms (on selected items)
• 'White glove' handling for high-value stock
• Biodegradable packaging and carbon-neutral shipping services

Direct Fulfilment 365 can arrange for any of these according to your preferences.

We also handle subscription box fulfilment, where we:

• Curate pack and ship subscriptions on schedule
• Manage subscriptions based on customer preferences
• Personalise content with hand-written notes or exclusive samples
• Provide 'kitting' services to assemble bundles before shipping

Whatever you need to boost customer confidence, Direct Fulfilment 365 has the ideal solution.

Every time an order is processed, there’s a cost for picking and packing. Typically, this is charged per order or item:

• Single-item order - around £0.75 to £2 per order.
• Multi-item order - an additional £0.20 to £0.50 per extra item.
• Custom packaging or inserts - costs vary based on branding and materials but can range from £0.50 to £3 per order.

Shipping rates depend on the size, weight, and destination of each order. We can often provide bulk shipping discounts with couriers, passing savings onto businesses. Average shipping costs include:

• Standard UK delivery - £2.50 to £5 per parcel.
• Next-day UK delivery - £4 to £10 per parcel.
• International shipping - starting from £5 but varies based on region and courier.

Dimensional or volumetric weight pricing (where couriers charge based on size rather than just weight) can impact costs, especially for bulky but lightweight products.

Returns processing is another cost to consider, if you want to include this option. Charges often include:

• Basic returns processing - £2 to £5 per returned item.
• Restocking fees - An additional fee if the item needs repackaging or inspection before being resold.

Depending on your business needs and the level of service, other costs may include:

• System integration with e-commerce platforms - a one-time setup fee of £50 to £500.
• Monthly management fees - ranging from £50 to £500.
• Custom reporting & analytics - additional costs may apply for in-depth inventory tracking or performance reports.
• Value-added services - These are charged separately and will depend on exactly what you select (see the section on value-added services for more details). For prices, please check with us.

If this all seems a bit confusing - and maybe a little scary - don't worry; we tailor our service to suit your requirements, taking your budget into consideration. We also offer a pay-as-you-go option, or you can have a rolling contract.

The main takeaway is that we're here to create opportunities for success, not hold back your business or tie you down with expensive contracts.

Call us for a friendly chat and we'll offer a sensible way forward with affordable operating costs.

The siting of fulfilment centres makes a world of difference when it comes to delivery speed and shipping costs.

Ideally, your fulfilment services provider should have:

• UK-based warehouse space to ensure fast and cost-effective domestic delivery.
• Multiple centres (including global fulfilment centres) to allow better distribution nationwide and internationally.
• Proximity to major courier hubs to improve delivery times and reduce any delays.

For global fulfilment, it's worth checking if the company offers help with customs documents.

Can your chosen fulfilment partner handle the current volume of orders and increase this to meet demand as your business grows?

You need a company that can offer:

• Flexible pricing models so you only pay for what you use.
• The ability to cope with seasonal spikes in demand, such as the Christmas rush, Black Friday, sales, promotions, etc.
• Seamless integration with other sales channels as your business expands.

These are all areas where you need 100% support and 0% hassle - you need fulfilment services you can depend on, allowing you to focus your energy on running your business from day to day.

This accounts for one of the biggest cost factors in fulfilment services, so it's essential to pay particular attention to this one.

Your partner should ideally offer:

• Affordable shipping rates with discounts for bulk shipping through major couriers.
• Fast delivery options, including same-day and next-day delivery.
• International shipping with customs handling for a smoother delivery process.
• Real-time tracking and delivery notifications to keep customers informed every step of the journey.

Always ask for a detailed breakdown of the costs and watch out for hidden fees.

Operational excellence is at the core of everything we do at Direct Fulfilment 365, so when it comes to packing and shipping, we don't cut corners. It's not about wrapping items and getting them delivered at any cost - it's about efficiency and speed without compromising the customer experience.

Our valued staff use high-quality packaging materials to protect the products. Appropriate materials are used in each case to ensure that the products reach the other end safely.

All packages contain a packing slip containing all the necessary details about the item. These details will be double-checked before the parcel is shipped, again cutting down the risk of errors.

Custom Packaging

If you prefer, we can use branded packaging or special packing materials to boost awareness of your ecommerce brand and its ethos.

Using special packaging with your brand's name or logo on lets consumers know that your products are special, adding a touch of luxury and class. Customers are always more impressed with items wrapped or boxed in high-quality, colourful materials than if they arrive in plain cardboard envelopes or non-descript boxes!

We also offer the option of sustainable packaging for the eco-conscious client (although the majority of our packing materials are recyclable).

Going the extra mile to enhance the customer experience is a proven way to gain visibility and increase a positive brand image, and we are happy to help in this area.

The Shipping Process

Direct Fulfilment 365 partners with all the leading delivery services to provide a range of shipping options, and many orders are shipped on the same day due to our super-efficient systems.

We typically work with companies like Royal Mail, Parcelforce, Evri (Hermes), DPD, and DHL, offering standard or next-day delivery. International shipping isn't an issue, and we strive to get your packages overseas as swiftly as possible.

We understand that many customers have varying opinions about specific companies, and we work with these couriers and delivery services to reduce instances of late, damaged or undelivered items.

This is often an optional service, but well worth taking advantage of if it's available.

However, this must be reliable and reflect positively on your business. Look for these aspects:

• Quick and efficient processing
• Swift restocking with quality control checks
• Custom return options (such as free returns, ready-made returns forms, etc.)

A poor returns system will damage your reputation and cost you sales, whereas a smooth, reliable one will boost your positive ratings and reviews.

This is another area that needs to be handled efficiently and professionally to bring about the desired outcome.

The right fulfilment partner will feel like an extension of your business, offering:

• Fast response times - Keeping customers waiting only adds to frustration.
• High customer satisfaction rates - A consistent record of positive outcomes.
• Trained customer service agents - These people represent your company and must create a positive overall image.

The way any business handles customer queries and complaints can mean the difference between success and failure - it's that simple.

We spoke about these earlier, but it's worth mentioning them again as they're a great tool for boosting brand awareness and loyalty.

Beyond the basics of the pick, pack and ship service, does your fulfilment partner offer:

• Branded packaging and custom inserts?
• Subscription box fulfilment services?
• Personalisation and luxury gift wrapping?
• Eco-friendly packaging options?

These services can elevate your business to an entirely new level!

If you can find a fulfilment partner that offers all of the above, you're onto a winner. And here we have some excellent news for you: Direct Fulfilment 365 ticks every one of these boxes.

That's why we're confident that we are exactly the right choice for your business.