Hello everyone, I’m new to this group and excited to learn more from fellow business owners.
I have a Third Party Logistics company called Black Rabbit 3PL that has grown a lot in our first year, but I’m trying to learn more about common issues that seem to arise with ecommerce companies that use 3PL’s. So far so good for us, but obviously scaling up will expose some types of issues that share commonality between companies.
So my questions are:
What negative issues have you have experienced with a 3PL? Were they ultimately solved?
Are there any services your current 3PL provides that you feel do not provide value? I know a lot just do straight fulfillment with no other additional services.
I’m just looking for some feedback to take forward and any and all input is greatly valued beyond words.
As a 3PL provider working with cross-border Shopify sellers, we’ve seen where things can go wrong — both from what clients tell us about past experiences and from challenges we’ve faced ourselves in improving our operations.
Here are some common issues sellers often encounter with 3PLs — and how we believe they should be addressed:
1. Delayed fulfillment during peak times
It’s one of the most common frustrations: packages that are usually shipped in 1–2 days suddenly take 4–5 days or more.
Our view:
This usually comes down to lack of volume forecasting and labor planning. Sellers and 3PLs both need to communicate expected sales peaks in advance, and fulfillment centers need flexible capacity plans, not static schedules.
2. Lack of proactive communication
Some sellers mention they only find out about delays or stockouts when their customers complain first.
Our view:
A responsive 3PL isn’t enough — a proactive one is better. There should be clear service-level expectations, and real-time dashboards or status alerts help prevent blind spots.
3. Over-standardized packaging
We’ve seen cases where fragile or oddly shaped items were packed with a “one-size-fits-all” mindset, leading to damages or unnecessary shipping costs.
Our view:
Good 3PLs balance efficiency with customization. Packaging shouldn’t be rigid — it should suit the product.
4. Services that don’t always add value
In our experience, these are sometimes requested but not always impactful:
• Branded inserts or flyers: Many customers don’t notice or keep them. Better suited for subscription box brands.
• Advanced analytics dashboards: Useful if they offer insight, but often sellers already track key metrics elsewhere.
• Fixed storage plans: Not ideal for dynamic or seasonal sellers who need flexible inventory terms.
Final thought:
A 3PL should focus on what matters most:
accurate picking, fast fulfillment, clear communication, and cost efficiency.
Everything else is optional — not every seller needs the same “extra” features, and the best 3PLs know how to adapt rather than standardize everything.
From what I’ve seen with the brands I work with, a few 3PL pain points come up a lot, especially as stores start scaling:
Tracking updates aren’t always reliable or clear to customers, which leads to a bunch of “Where’s my order?” messages
Returns get clunky, especially if there’s no real system for tracking return reasons or automating approvals
Some 3PLs only offer basic fulfillment, which works early on but doesn’t really support brands as they grow and try to stand out
And yeah, communication between systems can be a hassle, things like fulfillment status not syncing properly with Shopify
One thing that’s helped a lot of stores, especially DTC brands is using post-purchase platforms like our solution ParcelPanel, which integrates with 1,400+ carriers and works well with many 3PLs.
As a 3PL yourself, it might be worth exploring how integrations like that could improve transparency and make your service more valuable to your ecommerce clients.
Hope this gives you some ideas. If this helped, feel free to mark it as a solution so others can find it too
I think point #2 really hits home. Too often merchants only find out about delays or stockouts after a customer reaches out, which is stressful for everyone. A “responsive” 3PL can fix issues once flagged, but being proactive is where the real value shows up.
In my experience, having real time visibility and alerts makes a big difference. Even simple dashboards that surface exceptions (late orders, low stockk, fulfillment slowdowns) give merchants a chance to act before the customer notices.
That’s actually what I’ve been working on with 3PL Pulse, a tool designed to give brands more transparency into their fulfillment operations. The goal isn’t to replace your 3PL’s system, but to add that proactive layer of monitoring so merchants aren’t in the dark until problems snowball.
Curious if others here have found ways to stay ahead of issues like this, whether through tech, process changes, or better SLAs with their 3PLs?
Working with a 3PL can make business operations smoother—but it’s not always perfect. Here are some common issues businesses often face with third-party logistics providers:
1. Communication gaps:
Sometimes updates about shipments, inventory, or delays aren’t shared quickly, leading to confusion or unhappy customers.
2. Lack of visibility:
Not all 3PLs have real-time tracking or transparent dashboards, making it hard to know where your products are or how much stock is left.
3. Inconsistent service quality:
You might get great performance one month and slower order processing the next—especially during busy seasons.
4. Hidden or unexpected costs:
Some providers add extra fees for storage, packaging, or handling that weren’t clear upfront.
5. Limited customization:
Every business has unique needs, but not all 3PLs offer flexible solutions for things like special packaging, branded inserts, or custom delivery instructions.
6. Slow returns handling:
Returns can sometimes take longer to process, delaying refunds or exchanges for customers.
In short, while 3PLs can save you time and money, it’s important to choose one that’s transparent, tech-driven, and communicative. The best partnerships happen when both sides stay aligned on expectations and performance.
