So you're looking for a third-party logistics (3PL) provider for your eCommerce store?

Chances are you've got a list of dealbreakers for a potential partner. They must be familiar with your sector. They must operate in an appropriate location. And they must be able to integrate your current order management system.

But the devil, as they say, is in the details. Your aim is to keep your customers satisfied and coming back for seconds. If a 3PL is failing to do that for you, it probably won't be because of one of those broad requirements.

No, it will probably be because of little things. Things that add unwanted stress to your day. Things that make outsourcing a chore rather than a relief.

With this in mind, let's take a look at some things to look for in a 3PL that you might not have thought of – but which can make a big difference to your overall user experience.

First up, let's think about storage.

Does the warehouse have a dedicated area for clients?

Your goods are your livelihood, so you don't want them to be piled up with a load of other stuff in a dirty warehouse somewhere.

No, you want a dedicated space that's clean and secure all the time – and one where your things won't get muddled up or, worse still, damaged.

This is useful in itself. But it can also indicate that your 3PL is taking a bespoke, tailored approach. The worst thing you can do is to try and force your foot into a tiny shoe by going for a service that lacks flexibility.

Is the warehouse environmentally controlled?

One reason you've probably thought about getting your goods stored in a professional space is to take advantage of environmental controls. Things like temperature, humidity and air quality – all of which are hard to master if you're stacking your goods in the garage.

Having goods kept in an environmentally-controlled space is essential to providing a good customer experience – but it's not always at the top of people's list of things to look for in a 3PL.

It's linked, as well, to the eternal question of flexibility. A good 3PL will be sector-agnostic. It will be experienced in hosting goods from a range of industries.

This matters. Whether you're shipping vitamin supplements or pet food, you want to know that the warehouse will keep your goods in an appropriate environment.

Does the 3PL offer product reworking?

Let's say you've made a booboo on a safety label and need it changed before dispatch. Or you've found a new market with different labelling requirements. Can your 3PL sort this out for you?

And when we say "sort it out for you", we mean "sort it out for you without any fuss". Check that it's a service they offer – that will go some way to proving that they know what they're doing.

Lots of different things fall under the umbrella term of "product rework". Make sure to take it into account when on the prowl for your 3PL.

Can their WMS be synced with your OMS?

Good 3PLs make it easy for you to integrate your existing systems with theirs. Outsourcing a service shouldn't mean that you have to change your way of doing things – so if it looks like things will go that way, take your business elsewhere.

Syncing up your order management system (OMS) with their warehouse management system (WMS) means that the inventory is automatically updated in both places. You don't have to cross-check stock levels. You can even receive low-stock notifications – a great way to ensure that you never have to let a customer down.

Do they offer ratio packing?

If you're selling wholesale, you'll probably want to send out ratio packs to customers.

As with product rework, you need to be confident that the 3PL can do this for you. If they raise their eyebrows and say "We'll see what we can do", you might have put your money on the wrong horse.

Remember: you're paying them to work for you. If they can't provide every aspect of fulfilment that you need, you could be spending your money more effectively.

You want someone who's got the process of ratio packing down to a fine art. Check that it's on their list of services before taking the plunge.

Do they take in containerised or breakbulk goods?

Are you importing goods in bulk? Then you need a 3PL that can accommodate them.

Are you hoping to start importing in the future? In that case, you need to know that you can make the switch without any disruption to your operations.

If a different type of cargo sends your 3PL into a tailspin, you're the one who's going to be having the most headaches. As with all these things, it's your reputation and profit margin that are on the line. For this reason, it's them, not you, who needs to be most flexible.

How solid is their customer service?

Good, clear lines of communication between you and your 3PL are non-negotiable.

They're working for you. Sure, they're not on payroll but they're providing you with a service. You wouldn't keep someone on your team who had poor communication skills. Why would you do that when outsourcing a service?

If a parcel goes missing, arrives damaged or includes the wrong item, you need to be confident that your 3PL will help you to clear things up. And you need to know they'll be on your side if you need to scale up or scale down your storage.

You can usually get a decent sense of someone from initial enquiries and meetings. Are they responsive? Are you sitting around waiting for replies? If so, you may regret striking a deal with them.

Stowsafe is a warehousing and fulfilment specialist based in Somerset in the UK. We pride ourselves on our flexibility, customer care and value-added services. Learn more about our order fulfilment process – or get in touch to talk to one of our logistics experts.