How do I ship an order?

View New Order

Click on the ‘New’ orders tab in your dashboard. You will also be notified of new orders via email and on your dashboard homepage.

Accept New Order

Check the list of new orders in the Order List view. When you’re happy that you can fulfil the order(s) and are ready to accept it/them, you are able to choose whether to select all, some or one of the orders using the functionality available. Use the bulk tickbox action or the tickbox next to specific orders to select your orders. Alternatively you can use the 3-dot icon next to each order for acceptance.

If you’d prefer to check the Order Detail for a given order, click on the order number where you’ll be presented with more information, including address details, product image and any gift messaging. From here, the Accept order button will be visible.

Order acceptance triggers shipping documentation creation.

Declining an order

If you cannot fulfil an order, you must decline it. You can do this by using the tickbox next to the order or using the 3 dot button.

If you cannot fulfil one item in an order, click into the Order Detail view by clicking on the Order Number and Decline the specific item.

Prepare your orders for shipping

Once orders have been accepted, the shipping labels will be created and the orders will move from the ‘New’ tab to the ‘Ready-to-Ship’ tab. You are able to choose whether to download shipping documentation for all, some or one of the orders using the functionality available. Use the bulk tickbox action or the tickbox next to specific orders to download the labels for those orders.

How do I download the shipping documents?

After documents have been generated, you will then have a choice of how to download them according to what works best for you (see options below). If you are struggling with the download pop-up on your browser not generating the right job, don’t forget to check the Exports button on the top-right of the page as your requested downloads will always be available there.

My label hasn’t been generated for an order - what’s happening?

Very occasionally, documentation won’t generate straight away, usually due to an incorrectly inputted customer address. In these cases, we have to upload documentation manually. Our team will take care of everything in the background and prompt you to come back within 24 hours to access the label for these orders.

What is included in the shipping documents?

Packing slip, shipping label and, if one is supplied, waybill document.

How should I pack my order?

Make sure the shipping label is attached to the outside of the package along with the waybill if one is supplied. The packing slip should go inside the package.

You are now ready to post the parcel to the customer and can book a collection with the relevant shipping provider (e.g. DHL, UPS) or make arrangements to drop the package off at a relevant location. Use the buttons provided in the top-right next to the Exports button to arrange your collections - please bear in mind the options displayed to you will depend on where you’re based in the world.

What happens after shipping?

Once your parcels are picked up/dropped-off and processed by the carrier, they will automatically move to the ‘In Transit’ tab. Once the order has arrived with the customer it will automatically move to the ‘Delivered’ tab.

A note on shipping providers/customs

Canada Post & Australia Post

For Canadian & Australian domestic orders and returns we partner with Canada Post & Sendle.

Canada Post shipments should be dropped at Canada Post Drop Offs

Australia Post shipments should be dropped at Australia Post Drop Offs

If you have any issues with labels being generated, please contact the Brands Support Team for further assistance.

Romanian Customs

To export orders from Romania all brands must be registered in the export application AES RO.

FAQs

How are orders sorted in each tab?

In the ‘New’ tab, by Order Placed Date/Time.
In the ‘RTS’ tab, by Order Acceptance Date/Time.
In the ‘In Transit’ tab, by Order Shipped Date/Time.
In the ‘Delivered’ tab, by Order Delivered Date/Time.

Switch the newest-oldest sorting options in each tab if you need to.

How can I download data per tab?

Use the ‘Download CSV’ options in each tab to download data for selected orders. We appreciate many of our brands have to send data onto other platforms and therefore such downloads may be useful for facilitating data-sharing.

How do I view more orders per tab?

In the ‘New’ and ‘Ready’ to Ship tabs, scroll to the bottom and change the pagination option. This option is not available on the other tabs.

How can I track orders’ shipments?

You can track orders through their lifecycle using the tabs in the dashboard. Additionally, per order, you can download CSV data from the Ready-to-Ship, In-Transit and Delivered tabs and access the tracking number and/or Tracking Link for the given shipment.

Can I decline an order that’s in ‘Ready to Ship’?

Yes, this can be done by clicking into the Order Detail view.

Where can I download my order history?

We do not encourage the use of the ‘Delivered’ tab to download historic orders from all time. Instead, if you’re interested in order history, please make use of the Shipped Revenue CSV download in the Reporting section of the dashboard.

What are the expectations around gift orders?

You will see a gift icon next to orders that customers have ordered as a present. Click through to the order detail to see the gift message. Please pay special attention to these orders and write the customer’s message on a card to pack with the order.