The Fast Dispatch Rate metric provides you with a way to assess your fulfillment performance and better serve your customers!

What is the Fast Dispatch Rate (FDR)?

The Fast Dispatch Rate (FDR) is the percentage of all paid orders (over a period of 30 calendar days) that have been handed over to the Logistics Service Provider (LSP) by the timelines below:
Orders created before 12:00H

• The order must be handed over and scanned by the LSP by 23:59H on the same working day, inclusive of Saturdays.

Orders created after 12:00H

• The order must be handed over and scanned by the LSP by 23:59H on the next working day, inclusive of Saturdays.

A "working day" refers to any day from Monday to Saturday. Sunday and Public Holidays are considered non-working days.
Sample Calculation

• You received 100 paid orders over the past 30 days
• 90 orders fulfilled the fast dispatch criteria
• Your fast dispatch rate is 90/100, which is 90%.

🎯 You should aim for an FDR of more than 90%.ExclusionsThe following orders will not impact your FDR.

1. Orders delivered using the "Seller Own Fleet" shipping type
2. Cancelled orders
3. Digital goods
4. Pre-orders
5. Bulky orders

How does a high FDR benefit me?

A high FDR may benefit you in the following ways:

• Higher customer satisfaction, which could mean higher repeat purchases and customer loyalty!
• Eligibility for Campaigns and Flash Sales
• Access to Affiliate Marketing Tools
• Eligibility for exclusive Seller Programmes such as TikTok Mall and Star Shop.

Where can I find my FDR?

You can find your FDR in the following areas:

• Shop Health page
• Store Rating page

Note:

1. If you find that your FDR is inaccurate, or has been impacted due to delays that were not your fault (such as delays that were the fault of the courier), you may submit an appeal.
2. The Shop Health Page will display your FDR performance over the last 7 calendar days

The Store Rating Page will display your FDR performance over the last 30 calendar days

How can I improve my FDR?

To improve your FDR, consider the following:

1. Request for pick-up by 13:00H: Ensure that the order status is set to "To Ship - Awaiting Collection" status in the Seller Center to improve the likelihood of same-day pickup.
2. Streamline your packing process: Prepare packing material early so that orders can quickly be packed and ready to be handed off to the LSPs.
3. Recruit help: Hiring additional staff can help manage increased order volumes, especially during peak periods such as campaigns.
4. Prepare in advance for high-demand periods: During high-demand periods, such as sales campaigns, implement overtime shifts, pre-packing, and other strategies to ensure that your team can handle the surge in orders without delays.
5. Use Drop-Off Points where possible: Utilising drop-off points reduces your dependency on LSPs to meet your deadlines. At times, you might be able to meet your timelines more effectively.