Shipments

Shipments is your shop's parcel log. You set up there how you deliver — your carriers, your delivery methods and zones, and the time an order spends in preparation — then record each parcel you send and follow it until it is delivered. When something goes wrong, refused parcels and claims against a carrier are followed on their own tabs. Start from Shipments, under Orders & logistics in the main menu.

Set up your carriers, delivery methods and zones

Your customers choose their delivery from your delivery zones. A zone groups the countries you serve under one delivery method, with a price for each weight band. Create the carrier and the method first, then the zone.

1. Open the main menu and, under Orders & logistics, click Shipments, then click the Settings tab.
2. In the Carriers box, click Add carrier. Search for the carrier in Find the carrier in the tracking catalogue, or type its Name, then click Create the carrier.
3. In the Delivery methods box, click Add delivery method. Enter a Name, the Minimum delay (working days) and the Maximum delay (working days), then click Create.
4. In the Delivery zones box, click Add delivery zone.
5. On New delivery zone, tick the Countries the zone serves and, optionally, its Carriers.
6. Choose the Delivery method, then fill in the Delivery rates for each weight band.
7. Click Create the delivery zone.

The message The delivery zone has been created. appears. Your customers now see this option for their country, the cheapest first.

Note — Only the countries your shop sells in can be ticked. Leave the zone's Name empty to use the name of its delivery method, and leave its delays empty to use the method's delay.

Set your preparation time

The preparation time is how long an order waits before it is handed to the carrier. It is added to every delivery time your shop shows.

1. Open Shipments and click the Settings tab.
2. In the Preparation box, click Set the preparation time.
3. Enter the Minimum (working days) and the Maximum (working days).
4. Click Save.

The message Preparation time saved. appears.

Note — Saturdays and Sundays are not counted: two days from a Friday means the following Tuesday. Leave both figures at 0 if you hand orders over the same day.

Record the parcels your warehouse has sent

Import your warehouse's file to record many parcels at once. Each paid order in the file is marked as shipped with its carrier and tracking number, and its buyer receives an email.

1. Open Shipments and click the All shipments tab.
2. Click Import shipments.
3. In File, choose your CSV file.
4. In Content, choose Shipments.
5. Click Import.

The message The file has been imported. appears, with a Result that counts the parcels Shipped, those Already recorded and those Refused, and the Lines to check with their reason.

Note — The file holds, in this order: the order number, the carrier and the tracking number. Only paid orders are shipped, and importing the same file twice ships nothing twice. Save the file as CSV UTF-8, under 2 MB and up to 1,000 lines. Choose Deliveries in Content to mark parcels as delivered from a file instead.

Update the carrier and tracking number of a shipment

1. Open Shipments, click the All shipments tab, then click Detail at the end of the shipment's row.
2. In the Shipment box, click Edit.
3. On Edit shipment, fill in the Carrier and the Tracking number. Leave Recipient empty to keep the buyer of the order.
4. Click Save changes.

The message Changes saved. appears.

Tip — A shipment can hold several parcels, each with its own tracking number. On the Parcels tab, click Add a parcel.

Mark a shipment as shipped or delivered and track it

1. Open the shipment and click its Settings tab.
2. Click Mark as shipped, then click Mark as shipped again to confirm that the parcel has been handed to the carrier. The message The shipment is marked as shipped. appears.
3. When the parcel has reached its recipient, click Mark as delivered, then Mark as delivered again. The message The shipment is marked as delivered. appears.
4. Click the Tracking tab to follow each Step — Registered, Shipped, Delivered — with its Date.

Note — An action that does not apply to the shipment right now shows Not available. From the same tab you can also Cancel the shipment of a parcel that has not left, or Delete the shipment.

Handle a refused parcel

When a recipient turns a parcel away at delivery, it is listed on the Refused tab while it comes back to you.

1. Open Shipments and click the Refused tab.
2. Click Detail at the end of the parcel's row.
3. Once the parcel is back at your warehouse, click Mark as received, then click Mark as received again to confirm.

The message The shipment is marked as received. appears and the arrival date is recorded. If the parcel was not refused after all, click Cancel the refusal instead.

Open a claim against the carrier

1. Open the shipment and click its Settings tab.
2. Click Open a claim.
3. In Type, choose Lost package, Damaged package, Stopped at customs or Never collected by the carrier, and add a Note if needed.
4. Click Open the claim.

The message The claim has been opened. appears. Follow your claims on the Claims tab: open one with Detail, then click Edit the claim to change its Status or enter the Claim reference the carrier gave you.