Directship Express: Fees & performance guide

This article covers everything you need to know about program costs, fee discounts, performance metrics, and account health.


Whether you are modeling your economics before enrolling or checking how to improve your daily metrics, this guide will keep your business on track.


Part 1: Express Fee Structure

All standard commissions and base fees for DirectShip Express orders remain identical to standard DirectShip orders. However, Express orders receive exclusive discounts off the standard DirectShip outbound fee rate card based on your order value and parcel size.

Note: All listed fees exclude VAT, and discounts apply exclusively to orders placed after your warehouse is officially approved and enrolled.


UAE Fee Discounts

Effective Date: August 15, 2025

Order Value (AED)

Standard Parcels Discount

Oversized Parcels Discount

< =75 AED (Less than or equal)

25% off standard rate card

25% off standard rate card

> =75 AED (Greater than)

10% off standard rate card

20% off standard rate card

KSA Fee Discounts

Effective Date: August 15, 2025

Order Value (SAR)

Standard Parcels Discount

Oversized Parcels Discount

< = 75 SAR (Less than or equal)

40% off standard rate card

50% off standard rate card

> = 75 SAR (Greater than)

20% off standard rate card

40% off standard rate card

Key Fee Details

  • Calculation Basis: Final outbound fees are determined by the item's sale price, volumetric weight, and parcel classification (standard vs. oversized/bulky).

  • Deductions: Fees and applicable discounts are automatically calculated and deducted directly from your seller statement payouts.

Part 2: Express Performance Standards

To protect the customer promise represented by the Express badge, sellers are held to strict operational standards. Requirements vary depending on your fulfillment model:

Performance Metric

DirectShip Express (DSE) Model

Direct Delivery (DD) Model

On-Time Performance

> = 97% Handover Adherence

> = 85% On-Time Delivery

Out-of-Stock (OOS) Rate

< 2%

< 10%

Understanding Handover Adherence & Delivery

  • DirectShip Express (DSE): Measures whether you completed your daily handover on time—either to the Delivery Associate (DA) in Pickup mode or at the designated drop point in Drop-off mode.

  • Direct Delivery (DD): Measures whether the order reached the end customer on time.

How Metrics Are Calculated

  • Performance is evaluated over a rolling 28-day window.

  • Daily Reset: Each day, the oldest day drops off the evaluation period, and the newest day is added.

  • Recovery: A single bad day will lower your overall rate, but consistent on-time performance will repair it over time until the bad day rolls out of the 28-day window completely.

What Counts Against You (and What Doesn't)

  • Counts: Missed handovers on days your warehouse was expected to operate.

  • Does NOT Count:

    • Approved exception days.

    • Scheduled weekly off-days.

    • Public or custom holidays (Express tags automatically pause, so no orders are promised or evaluated).

Disputing Misses: If a miss occurred due to an issue outside your control, submit a dispute ticket with the incident date and details. Ensure your shipments for that day was created prior to the cutoff time.

Part 3: Managing Express Tag Pauses & Restorations

If your Express badge goes offline, identify the cause below to resolve it quickly:

1. Performance Breach

  • Cause: Handover adherence fell below threshold or the OOS rate exceeded limits.

  • Logistics/Technical Failure (Logistics side): Submit a dispute with details. Once approved, an exception is granted, the affected days stop counting, and your badge automatically restores.

  • Operational Failure (Seller side): Submit a Plan of Action (POA) through your Account Manager explaining the cause and preventive measures. Upon approval, the exception is granted, and the tag restores automatically.


2. Capacity Exceeded

  • Cause: Your daily order limit was reached.

  • Resolution: The tag automatically pauses until the next cutoff. If this occurs frequently, adjust and raise your daily order capacity under the DirectShip tab in Seller Lab (fully self-serve).

3. Holiday Pause

  • Cause: Planned holiday closures.

  • Resolution: The tag automatically turns off 1 day before any scheduled holiday (immediately after order cutoff) and reactivates automatically when the holiday ends. No action is required.

4. Account Deactivation

  • Cause: Warehouse status shows Deactivated by noon.

  • Resolution: Submit a support ticket for an account-level review. If approved, follow the reactivation instructions provided by the support team.

Important Account Health Warning

Repeated or unaddressed performance breaches put your account at risk of permanent removal from the DirectShip Express program. Protect your badge by maintaining accurate inventory, setting realistic daily capacity limits, and creating your daily shipment before cutoff.


That’s it!

 

Got questions?

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