Answers,
on the record.
A working library for operators running ecommerce fulfillment at scale — onboarding, inventory, shipping, integrations, and the edge cases that surface at 4 p.m. on a Friday. Every article written and maintained by our team, indexed daily, and open to every partner.
Full transparency,
full accountability.
Every article, every SLA, and every operational note — written and maintained by our team, indexed daily, and open to every partner. Built to educate the operator behind your account so they scale what's working and push back on what isn't.
The frame above renders the live Gorgias knowledge base. To open an article offline, deep-link directly: nice-commerce.gorgias.help/en-US.
The questions
we hear every week.
If your question isn't here, your account manager is one message away. The Help Center is a starting point — not a wall.
What is the same-day fulfillment cutoff?
01Same-day fulfillment clears twice daily — once on the East Coast, once in the mountain zone. Standard orders hit the WMS before 12:00 p.m. EST or 12:00 p.m. MT, are picked and packed on shift, and tendered to the carrier network the same business day. Expedited and Priority orders get a second-chance window — 2:00 p.m. EST / 2:00 p.m. MT — so a late priority order lands on the truck, not in tomorrow's queue. Carrier service-level determines the label at print, which is why a 1:55 p.m. priority on the East Coast can still hit a 2-day window. The exact cutoff is posted in the operations portal at sign-in, so your team never has to guess.
How is inventory accuracy measured and reported?
02We run continuous cycle counts across active SKUs and reconcile against receipts, picks, and ships. Accuracy is reported monthly at the SKU level and rolled into a single figure on your account dashboard. Discrepancies above a defined threshold trigger a root-cause review within 24 hours.
Can we use our own carrier accounts?
03Nice negotiates directly with every major carrier on your behalf — that's part of the value, not something a client is expected to bring on day one. By default, your orders ship on the Nice-negotiated carrier blend, which is what unlocks the rates our volume earns. Own-account onboarding is reserved for vetted retailers working under retail-specific terms; everyone else ships on our blend and gets the deal we already made for them.
What happens when an order fails address validation?
04Orders that fail validation are held in a NDR (needs disposition review) queue and surfaced to your team inside the portal. We do not auto-cancel — your account manager works the queue daily and reaches out to the customer or your support team to resolve.
How do returns and grading work?
05Returned units are received against an RMA, graded against your published standard (A-stock, B-stock, damaged, quarantine), and routed to the disposition you define — restock, return-to-vendor, donate, or destroy. Each disposition is logged with photos and SKU-level notes.
Do you support EDI for retail and B2B?
06Yes. We support EDI 856 (ASN) and 810 (invoice) out of the box, with 850 (PO) and 855 (PO acknowledgment) available on request. Mapping is handled during onboarding and validated against a test partner before any live document flows.
The floor,
in real time.
A live read on the systems that move your orders. Updated every five minutes from the operations desk.
Reach a human
who runs the floor.
The Help Center covers the long tail. For anything time-sensitive — a stuck order, a missed cutoff, a carrier exception — go straight to the operations desk.
Account Manager
Direct line to the operator running your floor.
Operations Desk
Live chat, 7 a.m. – 7 p.m. ET, weekdays.
Email Support
support@nicecommerce.com — answered within one business day.
Status & Incidents
Subscribe to live incident updates by channel or SKU.
Maintained by the operations team. Updated weekly.