This tool is currently in the pilot phase and will be available only to selected sellers starting 13 January 2026. If you have access, you will see this feature in your Shop Health page. Further announcements will be shared when the tool is fully rolled out.

Key Points:

• The Order Handling Capacity (OHC) tool enables sellers receive fulfillment deadline extensions when they receive more orders than they can normally handle.
• By using the OHC tool, sellers can help to protect their shop's fulfillment performance metrics.

What is the Order Handling Capacity (OHC) Tool?

The OHC Tool is a feature that allows Sellers to take additional orders beyond what they can usually handle on a daily basis. Excess orders will be given a fulfillment deadline extension*, allowing you to protect your metrics!
*Note: This extension applies to your Late Dispatch, Fast Dispatch, Next-Day Delivery and Auto-Cancellation timelines.
ExampleNote: The timelines below are for illustration only.
Exclusions

• Pre-Orders, Instant/Sameday/8h/4h delivery orders.

How does the OHC Tool Work?

Premium Benefits

Star Shop+ Sellers have exclusive access to the premium version of this tool! Aim to meet a high standard for your customers and qualify to be a Star Shop+ Seller!

How should I determine my Daily Order Handling Capacity?

For the OHC and the Fulfillment Deadline Extension features to work as intended, sellers should provide a realistic estimate of their shop's capacity.
To calculate your shop's daily order capacity, consider the following factors:

• Historical Order Volumes: Analyze past order output volume and the time it takes to dispatch orders. This helps to identify an optimal daily order capacity.
• Operational Capacity: Assess how many orders your fulfillment process can manage each day. Be sure to consider staff, warehouse space, and processing speed, if applicable.
• Order Volume Spikes: Plan for increases during holidays, sales, and live events. Review previous order volumes during peak sales periods to determine the best strategy.
• Inventory Levels: Ensure you have consistent stock availability and regular restocking to meet daily demand.

Order Handling Capacity tool setup guide

To set up the OHC tool, go to Seller Center and follow the below steps:

1. Using the side menu (on the left), click on Account Health->Shop Health and click "View Details" under the "Fulfilment Deadline Extension" box.

2. Click the Edit button to set your Daily Order Handling Capacity.

4. Toggle the "Fulfillment Deadline Extension" to enable your additional orders to receive an SLA extension. Thi will apply to orders placed from the next day.

Important! If you do not turn this toggle on, your orders exceeding your Daily Handling Capacity will not receive the fulfillment extension.

(Premium Only) Surge Protection Settings

In the premium version, sellers will see an additional "Surge Protection" setting option (pictured below).
Sellers can choose from the following options

• No Control: When this option is selected, all orders after the Order Handling Capacity is reached will receive a 2 working day fulfilment extension
• Set Surge Protection Limit: Sellers can set their own limit. Products will display as "Sold out" when this limit is reached.

Frequently Asked Questions

How will I know when my limit is reached?

• You may monitor your existing capacity and limits on the OHC Tool page. When your limit is reached, you will receive an "Order Volume Limit" notification via your Seller Inbox, Email and on the Seller Center.

How do I increase my Surge Protection limit?

• By default, users have a limit of 3 times their Daily Order Handling Capacity.
• To customise your limit, you may access the premium version by becoming a Star Shop+ seller. Click here to learn more.

How often can I change my settings?

You may change your settings at any time. However, any changes will only take effect the next day (from 00:00H).

What happens when there are fulfillment extensions for campaigns or other events?

Any fulfilment extensions you receive during campaigns or special events will stack with ad-hoc extensions.

Example:

• You receive a 2-day fulfilment extension for the 9.9 campaign
• The OHC tool grants an additional 1-day extension
• These extensions are added together, giving you a total fulfilment extension of 3 days

The final fulfilment deadline will reflect the combined extension.