Focus on measurable KPIs that reflect throughput and accuracy: inventory accuracy, order cycle time, on-time dispatch rate, dock-to-stock time, and chargeback incidence. Also evaluate WMS/API capabilities, peak handling capacity, and throughput scalability to ensure SLAs can be met during seasonal volume shifts.

Transportation cost drivers include lane density, last-mile distance to customer clusters, and frequency of dispatch windows. Assess carrier densities on trunk routes to Lusaka and Copperbelt, typical FTL/LTL rates, and opportunities for consolidation. Optimizing dispatch schedules and regional cross-docking can materially lower cost-per-order.

Essential features include segregated temperature-controlled zones, racked pallet storage, dedicated packing stations for multi-channel orders, returns processing areas, and secure bonded or customs-capable space if you handle imports. Verify monitoring systems, backup power, and temperature-recording procedures for cold-chain compliance.

Request a detailed SOW that defines services, SLAs, billing cadence, and exception handling. Include activity-based pricing for receiving, storage (by volumetric tiers), pick-and-pack, packing materials, returns processing, and value-added services. Consider adding a short sample-period KPI review and chargeback matrix to align incentives.

Common checklist items:

• Detailed rate card
• Service-level KPIs
• Inventory reconciliation cadence