The 3PL Trust Problem

For direct-to-consumer brands, choosing a third-party logistics partner is one of the most critical business decisions they'll make. The fulfillment experience directly impacts customer satisfaction, brand reputation, and ultimately, repeat purchase rates. Yet, most brands operate on faith when outsourcing their order fulfillment, hoping their 3PL partner executes every order correctly but lacking any way to verify it.

This trust gap creates significant challenges. When customers claim items are missing from their orders, brand customer success teams are left in a difficult position with no evidence to support either side. Custom packaging requirements, branded inserts, and specific handling instructions can easily be overlooked in high-volume warehouse environments. The brand's carefully crafted unboxing experience, often a key differentiator in crowded markets, becomes an unknown variable the moment it enters the 3PL's facility.

Enter Fetch Fulfillment

Nish, CEO of Fetch Fulfillment, recognized this fundamental problem and decided to solve it with radical transparency. Based in New Jersey, Fetch serves over 50 direct-to-consumer brands, shipping between 500 to 1,500 orders daily across diverse product categories including beauty products, electronics, curated gift sets, and even perishable items.

Each category comes with its own complexity. Beauty brands require specific insert cards and branded tissue paper. Electronics need protective packaging and often include warranty cards. Gift sets must be assembled in a particular order to create the desired presentation. Perishables demand speed and temperature-controlled handling.

The Rabot Solution

To provide unprecedented visibility into their operations, Fetch implemented Rabot's video recording technology throughout their warehouse. The system places cameras directly above each pack station, capturing video of every single order as it's packed and prepared for shipment.

The technology delivers on a simple but powerful promise: within 15 minutes of an order being packed and shipped, the brand can access a recorded video showing exactly what was placed in that package. This isn't a random sampling or spot-check system. It's comprehensive documentation of every order that leaves Fetch's facility.

Operational Benefits Beyond Transparency

While video transparency was the primary goal, Fetch discovered the technology created multiple operational advantages:

Enhanced Accuracy Through Accountability Knowing that every order is being recorded fundamentally changes warehouse behavior. Pack station staff at Fetch perform with heightened accuracy because they understand there's visual documentation of their work. It's not about surveillance or distrust; it's about creating a culture of excellence where team members take pride in knowing their work will be reviewed.

Simplified SOP Compliance Different brands have different requirements. One might need their logo sticker placed at a specific angle. Another requires a particular folding technique for their branded tissue paper. A third needs products arranged in a specific sequence. Rabot's system provides on-screen guidance and instructions at each pack station, making it easier for staff to follow brand-specific standard operating procedures without relying solely on memory or paper checklists.

Curated Brand Experiences at Scale The ability to verify execution means Fetch can confidently offer highly customized fulfillment services. Custom inserts, specific packaging materials, branded boxes, tissue paper, stickers, thank-you cards—all the elements that transform a simple delivery into a memorable brand experience can be implemented with confidence. The video proof ensures these details are executed consistently across hundreds of orders per day.

Game-Changing Impact for Brands

For the brands that partner with Fetch, this level of transparency fundamentally changes their relationship with order fulfillment:

Dispute Resolution Made Simple Customer success teams no longer operate in the dark when customers claim missing items or incorrect orders. With video evidence available for every shipment, brand CS teams can quickly verify what was actually packed. This eliminates the frustrating dynamic of "he said, she said" disputes and allows for fast, fair resolution. If the video shows the item was packed, the brand knows the claim is inaccurate. If the video shows a mistake, the brand can immediately take corrective action and learn from the error.

Confidence in Customer Experience Brands invest heavily in creating the perfect unboxing experience. Custom packaging, thoughtful inserts, and careful product presentation are all part of building brand loyalty and encouraging social media sharing. With Rabot's video system, brands have confidence that this experience is delivered consistently on every single order. They're not hoping their 3PL gets it right; they can verify it.

True Partnership Extension Brands consistently describe their ideal 3PL relationship as an "extension of their own business." This aspiration requires a level of trust and verification that traditional 3PL operations couldn't provide. Fetch's video system makes this partnership real. When brands can see their orders being packed according to their specifications, when they can verify that their brand standards are being maintained, the 3PL truly becomes an extension of their team rather than an external vendor.

The Future of Fulfillment

Fetch Fulfillment's implementation of Rabot technology represents a fundamental shift in how 3PLs can operate. In an industry where trust has traditionally been established through reputation and spot checks, comprehensive video documentation creates a new standard for transparency and accountability.

For an industry processing millions of orders daily, where even a 1% error rate represents thousands of dissatisfied customers, the ability to verify every single order is transformative. As direct-to-consumer brands continue to compete on customer experience, the fulfillment process can no longer be a black box. Video-verified order fulfillment may soon transition from competitive advantage to industry expectation.

Fetch Fulfillment is proving that technology can solve the 3PL trust problem, one recorded order at a time.