The UK eCommerce market gets more competitive by the day. Customers expect more, carriers are placed under more pressure, and peak season gets more unpredictable each passing year.
When fulfilment performance slips during these high-stakes moments, the consequences are immediate: lower conversion rates, higher returns and, most importantly, customers who simply don't come back.
If you've been wondering when the right time is to switch fulfilment provider, you're not alone. Starting this conversation isn't a sign of failure, but a nod to the fact your brand wants fulfilment to be a key part of its growth strategy.
With this in mind, let's explore the warning signs and determine whether it's time for your business to make a change in 2026.
If you recognise any of the following challenges as your own, it might be time to consider a change.
If three or more of these apply to your business, it's time to start a dialogue on making a switch.
UK customers expect fast, accurate, fully tracked delivery. No matter the carrier, they want reliability above all else, and proactive resolution options when things don't go to plan. When orders take longer than promised or you're consistently missing carrier cut-offs, the impact can be severe.
Over eight in ten shoppers (84%) won't return to a brand after one poor delivery experience. One. This statistic alone demonstrates the need for brands to get it right more often than not.
A fulfilment provider should help you protect delivery promises and have processes in place for when things go wrong.
Put simply: if you're constantly having to update customers (or worse, apologise to them), then the issue lies with your fulfilment provider.
Mistakes happen. But they shouldn't happen often. UK shoppers have high expectations for accuracy and quality, and one wrong item or damaged parcel can trigger a return, negative review, or a lost customer.
The more this happens, the more your customer service team comes under pressure, and the more likely it becomes that you'll lose customers. According to the UK Institute of Customer Service (ICS) poor customer service is costing businesses £7.3 bn a month in lost productivity. That money is better spent on growing your business, not playing referee between your fulfilment provider and angry customers.
If you're seeing mistakes in this area, your profitability is likely already eroding as a result.
Fulfilment and logistics costs in the UK are on the rise thanks to labour shortages, increased storage demand and carrier price fluctuations. Many brands will have undoubtedly faced fulfilment cost increases in line with these changes; what matters most is transparency.
If you find that your fulfilment costs are increasing without explanation or increases in performance, it could be a telling sign that your provider sees your relationship as purely transactional.
If your fulfilment cost per order or margin is falling without any gains in performance, your provider's pricing model is likely misaligned with your needs.
Modern eCommerce requires instant information. What's in stock, where it is, and when it'll ship. If your stock requires spreadsheets and guesswork, or you often feel like you're flying blind, you've likely outgrown your current provider.
Successful brands benefit from real-time inventory visibility to analyse stock at any given moment and react to problems quickly, and use demand forecasting tools to avoid under- or over-stocking.
The right provider offers real-time inventory visibility, channel integrations, and no-lag order reporting.
Without visibility, decision-making becomes reactive, stock issues multiply, and your customers start to take notice.
Peak season is a golden opportunity for eCommerce businesses. It’s the time of year when sales are at their highest, and revenue is flowing in. But if your fulfilment provider is missing SLAs during this crucial period, you’re not just losing orders – you’re losing revenue.
The financial impact of missed SLAs can be staggering. In some cases, businesses risk up to 40% of their peak season revenue due to fulfilment issues. That’s a huge chunk of your annual income at stake, simply because your fulfilment provider can't keep up. If your provider isn’t meeting SLAs during the most critical time of year, it’s time to consider a switch.
Your fulfilment provider should help you reach new heights during peak, not collapse under the pressure.
If your customer support inbox or Trustpilot reviews are filled with delivery complaints, this is a major sign that your provider isn't offering you the support you need.
Bad delivery happens – there's no getting away from it. But your provider should be there for your brand when it does.
Offering customers fast resolution options in the event of bad delivery boosts your chance of preserving loyalty when customer patience is put to the test.
Now, these complains won't all necessarily be the fault of your fulfilment provider, but that's no excuse for burying their heads in the sand. Customer patience is tightening, and delivery is one of the key factors in driving repeat business.
Effective fulfilment requires efficiency, accuracy and agility. Providers relying on spreadsheets and outdated warehouse systems can't keep pace with eCommerce market growth, stopping the brands they work with from reaching their potential.
If your provider can't explain their roadmap for automation and visibility improvements, they're planning to fall behind – and they'll take your business with them.
Switching fulfilment provider isn't just about putting an end to your problems, but also about unlocking new levels of performance. Here's what a top-class provider can offer:
And, last but certainly not least, your fulfilment provider should feel like a partner, not a cost centre.
Switching fulfilment providers doesn't need to be complicated. Here's how you can do it without losing your marbles:
Track or compile key KPIs to benchmark against new partners. Include things like:
Create a checklist of areas you'd like to improve in or ask potential new partners about.
Once you've found the right fit, plan the following areas as you migrate from one provider to another.
If there's a potential for delays during the changeover, make sure to keep your customers informed.
Phased migrations and dual-run windows can help to avoid order disruption in many cases, but your new provider should handle this in the onboarding process if necessary.
Once you've switched, monitor your KPIs closely for the first 30 days and benchmark against your previous provider.
If you’re tired of missed SLAs, frustrated customers, and growing operational costs, it’s time to make a change. Switching to a fulfilment provider that can reliably meet SLAs isn’t just about avoiding headaches – it’s about safeguarding your revenue, your reputation, and your customer relationships.
Want a partner to consider right now? With a track record of success, industry-leading technology, and a commitment to meeting SLAs, we ensure that your business runs smoothly and your customers are happy.
Here’s why making the switch to fulfilmentcrowd is your best option: