FAQs

Here is a list of questions we get regularly asked. If you still cant find the answer you are looking for please open a ticket here, a member of the team will get back to you as soon as possible:

 

https://support.fulfillable.co.uk/hc/en-gb/requests/new

 

 

Q: How often do stock levels sync between Fulfillable and my store?

A: Stock levels are synced whenever the levels change in Fulfillable, the max input delay is 15 minutes. For Shopify web hook connections the sync is instant. 

 

Q: Are there any hidden fees that I should be aware of?

A: There are no hidden, subscription or setup fees. The prices on your estimate will appear in your client agreement. Some Fulfilment companies can appear to be very cheap however will add lots of bolt-ons to your end bill. With Fulfillable, you only pay for exact usage you have utilized. 

 

Q: Can I connect eCommerce channels myself? 

A: Yes, you can feel free to connect your own stores and marketplaces. However, your account manager can also assist with this should you need help. 

 

Q: What is the process from first contact, to my orders being shipped? 

A: The process is as follows, this can take a little as 24 hours: 

1. Fulfillable quote accepted 
2. Client agreement signed 
3. Your database and portal are created 
4. Your eCommerce channels are connected, your products will begin to sync 
5. 1 Hour onboarding session with your account manager 
6. Create your first inbound shipment (ASN)
7. Good received by warehouse 
8. Orders are shipping 

 

Q: How often do you send invoices?

A: Most clients are billed monthly, if you have a preference to how you are invoiced, just let your account manager know. We will try to accommodate any changes. 

 

Q: How do I know how much I have spent before being invoiced?

A: Your account manager has access to your live running balance, they will be happy to share this with you at any time. 

 

Q: I need extra time to pay my invoice this month, can you help?

A: We are very flexible and can usually accommodate one-off delayed payments of invoices. Just let your account manager know. 

 

Q: How many eCommerce channels and marketplaces can I connect to Fulfillable? Is there a limit?

A: There is no limit, you can connect an unlimited amount of channels to Fulfillable. Want to connect 100 Shopify stores to your account? Go for it. 

 

Q: Do you charge any setup fees? 

A: There a no setup fees. You only pay once we have starting receiving your goods and shipping your orders. 

 

Q: Do you support custom packaging? 

A: Custom packaging is supported, however you can only use one size unless you are sending us the packaging info through API. Your packaging will be managed in the same way as your products, meaning you will be able to check and track your packaging inventory levels. If you wish to use custom packaging of different sizes your store will need to pass the relevant packaging SKUs to Fulfillable depending on the order size. Your developer should be able to help with this. 

 

Q: Why can't I edit an order that is in AWAITINGPICKING or PICKED status? 

A: One an order moves to AWATINGPICKING or PICKED it means the order has already begun processing my the warehouse and further changes are no possible. If the customer has request address changes you can instead raise a query against the order from the "Support" tab. This will block the shipping label being created until the address has been updated by the warehouse team. Be sure to include the new address within the query. 

 

Q: I already use Fulfillable with my store and want to launch a new brand. How can I do this?

A: As you already have a database there is no need to contact our team to open a new Fulfillable account (unless you wish to have it separated). You just need to connect your new store to Fulfillable or ask your account manager to assist. 

 

Q: A parcel has been damaged or reported as lost by a customer, what do I do? 

A: Contact your account manager and they will be happy to file a claim for you with the relevant carrier. This claim amount will be credited to your balance if successful. 

 

Q: How does the goods-in process work?

A: The goods in process works as follows:

1. Create an ASN
2. Ask your supplier to ship the goods to your Fulfillable warehouse. 
3. Ask the supplier to attach the ASN document to every shipping container. 
4. Your goods are received and marked as delivered in your Fulfillable account. 
5. The team will scan your products into locations 
6. Your channels are automatically updated with the new stock quantity's. 
7. You will be updated via email of the ASN progress as it happens and is completed. 

 

Q: What happens if my products arrive to Fulfillable without barcodes or with barcode errors?

A: Your product barcodes are the most important piece of product data. It is important to relay the importance of having correct barcodes to your supplier. If products are received with barcode errors it could mean that products are incorrectly checked-in to your inventory. The warehouse team will perform some checks to ensure that the barcode data matches the product. If errors are discovered the team will be able to manually barcode your products at a cost. 

 

Q: I have been contacted by a customer asking for the order to be held or I need to pause an order. 

A: In this case you just need to tick the order on Fulfillable and mask it as AWAITINGCONFIRMATION this places a block on Fulfillable processing the order. Once the order has been marked as all clear you just need to tick it and select MARKCONFIRMED.