Fast Dispatch Rate (FDR)

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 last 30 calendar days) that were handed over to the Logistics Service Provider (LSP) within the stipulated timeline as per below:

What Counts as Fast Dispatch?

‼️Important Note:

• For the purposes of this calculation, Saturday is considered a working day. For example, if an order is created at 10.00AM on a Saturday, it will have to be handed over and scanned by the LSP before 11.59PM on Saturday to count towards your FDR.
• [Kedah, Kelantan and Terengganu Sellers only] Friday is considered a working day. For example, if an order is created at 10.00AM on a Friday, it will have to be handed over and scanned by the LSP before 11.59PM on Friday to count towards your FDR.
• The following orders will be excluded and will not be counted towards your FDR performance:
  • Orders that were fulfilled using the 'Seller Own Fleet' shipping type
  • Cancelled orders
  • Digital goods
  • Pre-orders
  • Bulky orders

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🎯 You should aim for an FDR of more than 70%.

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💡For sellers who opt for Pickup Services:

• Sellers are required to handover the parcels to Logistics Service Provider twice everyday:
  • Morning pickup before 11.59AM - for orders created after 12.00PM on the previous working day
  • Evening pickup before 11.59PM - for orders created before 12.00PM on the same day
• To ensure the logistics service provider are able to pickup the parcels on time, it is highly recommended for sellers to arrange for shipment as soon as possible:
  • Orders created before 12.00PM - Ensure orders are packed and arrange shipment (ie. To Ship - Awaiting Collection) by 2.00PM on the same day.
  • Orders created after 12.00PM - Ensure orders are packed and arrange shipment (ie. To Ship - Awaiting Collection) by 10.00AM on the next working day.
• Contact and confirm the pickup details with the assigned driver to coordinate your store pickup process by utilizing the 'Pickup Start' function. Click here for more details.

💡For sellers who opt for Drop Off Services:

• Sellers are highly encouraged to drop off the parcels 2 times daily:
  • First trip to drop off before 11.59AM - for orders created after 12.00PM on the previous working day
  • Second trip to drop off point before 7.00PM - for orders created before 12.00PM on the same day
• Please ensure the drop off points scan your parcels on time. Late scanning by the station may affect your FDR performance.
• Snap a photo of the parcels you have dropped off as proof - this may be useful as an evidence if you have to appeal for breaching the FDR SLA.
• You may find the list of drop off points of our Logistics Service Provider in the Seller Center.

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:

1. Shop Health page
2. Store Rating page

Note: 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.

How can I improve my FDR?

To improve your FDR, consider the following:

1. Arrange shipment on-time. As long as an order's status is "To Ship - Awaiting Collection," the LSP will pick it up. The pickup will depend on the cutoff time (COT):
   • For orders created before 12.00PM, ensure to arrange shipment before 2.00PM on the same day. The LSP will pick it up on the same day.
   • For orders created after 12.00PM, ensure to arrange shipment before 10.00AM on the next working day. The LSP will pick it up by 11.59AM.
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. Sort your packing process based on order creation time and follow the First-In-First-Out (FIFO) method.
3. Recruit help: Hiring additional staff can help manage increased order volumes, especially during peak periods such as campaigns.
4. Ensure timely pickup by the LSP. Ensure your store/warehouse address and contact details are up to date and make sure the courier scans all your parcels on the spot. You may utilize the 'pickup start' function to get in touch with the courier assigned to pick up your parcels.
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. Ensure the drop off points scan your parcels on the spot.
6. 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.
7. Warehouse / Store operations. Kindly consider including Saturday as an operating day and extending operating hours to ensure logistics pickups can be completed before the cutoff time.
8. Proof of pickups and handover. Record any potential failed/delayed pickup and any potential delay caused by the drop off points. You may submit an appeal with all the relevant proofs to ensure your FDR remains intact.