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Manifest SLAs & Turnaround Times

Updated

*Please Note: 

  • The below SLAs and Turnaround Times pertain to normal operations (January through October) and do not apply to peak holiday shipping season
  • Extended peak season SLAs can be found in our holiday guide HERE

Inbound Receiving

Description SLA Commitment
Compliant ASN 3 business days
Compliant ASN (Onboarding) 5 business days
Non-Compliant ASN TBD upon inspection of ASN following arrival


Important Notes

  • Day of physical inventory arrival is “day zero” in counting toward SLA commitment, the next business day completes “day one” and so forth
  • Receiving of non-compliant ASNs cannot begin until an accurate virtual PO is created in the system by merchant
  • “Onboarding” is when you’re a brand new merchant to Manifest sending your first ASNs to stock your product catalog with us; we’re adding an extra two business days for ASN processing to gain familiarity with your inventory

Outbound Fulfillment - D2C

Description SLA Commitment
Order is “Fulfillable” and Imported to ShipHero Prior to 12:00 PM CT Shipping label generated same business day
Order is “Fulfillable” and Imported to ShipHero After 12:00 PM CT Shipping label generated next business day


Important Notes

  • To qualify as a D2C order, an order must meet ALL of the below criteria:
    • Less than 30 total units
    • Shipping via Manifest’s parcel shipping accounts
    • Shipping to residential address
    • No special handling, pack-out, or assembly required
    • No document attachments

Outbound Fulfillment - B2B & FBA Prep

Order Type Description SLA Commitment
Standard B2B Order “Fulfillable” and Imported to ShipHero Ready for shipment in 3 business days
B2B/FBA Order With Carton- and/or Pallet-Level Vendor Compliance “Fulfillable” and Imported to ShipHero Ready for shipment in 4 business days
B2B/FBA Order With Unit-Level Vendor Compliance “Fulfillable” and Imported to ShipHero Ready for shipment in 5 business days
Exceeding Thresholds* In Excess of Threshold(s) TBD

 

*If ANY of the below conditions are met, the order is in excess of normal scope of work thresholds for processing within normal SLAs. These orders may require additional processing time and will be assessed on an individual basis. If Manifest does not communicate the need for additional processing time when any of these conditions are met, normal SLAs will apply.

  • 10,000+ total units
  • 250+ carton labels to be applied
  • 1,000+ unit-level stickers/labels/barcodes to be applied

Important Notes

See the B2B & FBA Prep guide HERE for more information, including the three types of B2B/FBA Prep orders.

  • Standard B2B Order: it’s easiest to think of this as something we can pick and pack just like a D2C order except that it meets one or more of the below conditions:
    • Has 30+ total units
    • Is shipping via a prepaid label (or BOL)
    • Is shipping to commercial address
    • Has document attachments
  • B2B/FBA Order With Carton- and/or Pallet-Level Vendor Compliance: it’s easiest to think of this as any outbound order that requires specific carton and/or pallet-level pack-out/assembly instructions for compliant shipping to the destination, which could include, but is not limited to, one or more of the below:
    • Applying carton- or pallet-level barcodes or stickers (e.g. GS1, G10s, Transparency, Amazon ASIN)
    • Applying carton- or pallet-level labels (e.g. induction/receiving labels for that vendor)
    • Packing out certain SKUs or colorways together
    • Packing out in specific unit denominations
    • Packing out with specific minimum or maximum weights or carton or pallet sizes per carton or pallet
  • B2B/FBA Order With Unit-Level Vendor Compliance: it’s easiest to think of this as any outbound order that requires specific unit-level pack-out/assembly instructions for compliant shipping to the destination, which could include, but is not limited to:
    • Applying unit-level barcodes or stickers (e.g. GS1, G10s, Fineline tickets, Transparency stickers, Amazon ASIN)
  • All Third-Party Freight B2B or FBA Prep orders need an appointment scheduled on our dock via this link
    • Hours are Monday-Friday:
      • 8 am to 12 pm
      • 1 pm to 4 pm
  • Day of order import as Ready to Ship is “day zero” in counting toward SLA commitment 
  • Any document attachments, special handling (pack-out, assembly, routing guides, etc.) must be:
  • “Ready for shipment” in the chart above defined as either:
    • Label/BOL generated by Manifest (using our Manifest parcel labels or Manifest's FedEx freight account), OR
    • Packed and staged by Manifest (using third-party parcel labels or freight BOLs)

Value-Added Services (VAS)

Description SLA Commitment
VAS Order or VAS Request Submitted TBD upon review by Warehouse management team to determine Scope of Work (SOW) and timeline


Important Notes

  • Examples of Value-Added Services (VAS) include:
    • Pre-kitting
    • Inventory barcoding
    • Inventory stickering or labeling
    • Inventory quality control
    • Etc.

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