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Frequently Asked Questions
No. Refunds will be processed through your sales channel or marketplace and any returns or exchanges will be handled directly through the supplier. All cancellations must be communicated directly to your supplier. Simply marking an order as “canceled” in Order Manager will not cancel the order.
No. Most sales channels and marketplaces allow you to create confirmation email templates that will trigger once the supplier sends the tracking information to your store.
Yes, by default we automatically set your service up to ensure that you check, verify, and correct anything needed before sending it off to your supplier. Here if anything needs to be resolved, edited, or changed you can do it before sending it off.
Let’s say you received an order for 3 of one product but then you’ve received an e-mail from your customer that says they’ve accidentally ordered 3 instead of 2. You can edit the order in your “Processed Orders” tab and edit the quantity ordered to what it needs to be and then from there if everything looks up to date you can process the order and send it too your supplier.
When using our Order Automation service, you will want to configure “shipping mappings” to automatically send the preferred shipping method to your supplier (e.g. UPS Ground) for the Store Shipping Rate that is selected by your customer (e.g. “Free Shipping”).
You will first want to consult with your supplier to understand which shipping methods they offer and then build your shipping store rates. When creating your shipping store options they can often be based on weight, order value, or other factors, but regardless they all have a name in your store. To find out more please read Order Automation Shipping Mapping.
Yes! Once your supplier has shipped the products to your customer, they will add the tracking information to the associated order. This information you can see on your dashboard when you go to “Order History” and find that order.
This information will also be accessible to your customers on your website when the tracking information is given. They can then plug that information into the given shipping methods of choices website and see where the order is.
If you would like to view any information associated with an order you can simply click the icon that looks like a blue book, you can find this next to the associated SKU for that order, and once you click that the Order Audit Trail will show up. As shown above.
Yes, we can pull shipment tracking from your dropship supplier or from your own UPS, Fedex or USPS account. Some integration and setup fees may apply.
In order to send automated orders to suppliers, they must accept orders in an automated way – meaning they must accept orders via email, FTP, API, EDI or some other method that is not manually placing an order via a dealer portal or website. Suppliers must also provide shipment tracking in a way that is accessible. Shipment tracking is typically provided the same way orders are sent, either through email, FTP, API, EDI or other methods other than posting to a website or portal.
Here is a list of integrated suppliers that have been pre-integrated with full automation. Those not found on this can typically be integrated within 2-3 weeks given they fit the criteria mentioned above.
It can, but typically as a last option. Unlike the competition, our Full Automation service is built to directly place orders into your dropship supplier’s order management system and auto-pull shipment tracking once updated. This method increases turn around time, and avoids order entry errors by limiting human entry errors, weekend/after hour emails and manual shipment tracking updates.
It can if you want. We give you the option to set your dropship ordering to “auto-process”. You also have the option to “verify & process” in which you can review each order as it comes in and then easily “1 Click” or bulk process orders.
Orders that have products from two different suppliers will automatically be sent as separate POs to each supplier. Product shipments are then managed at the SKU level and tracking is synced as each individual product is shipped. For channels that support this, we will mark the order as partially packed/shipped for orders that have products that are fulfilled at separate times.