Pack, send and take back parcels

Where it is

Open Supplier console → Fulfilment. The switch at the top has two sides: Sending (parcels on their way out) and Returns (parcels and items coming back).

Sending, column by column

Pick a column; the number on it says how many are waiting.

• To prepare — paid orders with items in no parcel yet. Prepare puts an order's items in one parcel. Prepare all does the first 50 orders one after another; any order that could not be prepared says so.
• Bills to make — press Make the bills on the parcel. They are made for that parcel only. If they cannot be made (for example your invoice numbering is not set up yet), nothing is made and Needs attention says why.
• Book courier — choose your courier account and press Book. Until booking through that courier's system is switched on for your network, the screen says so: book the parcel in the courier's own panel, then press Book by hand and type the courier's name and the tracking number from its label. If a courier gives no clear answer, the parcel waits under Was this parcel booked? — check the courier's panel and answer Yes (with the tracking number) or No. A parcel is never booked twice by itself.
• Pack and send — Mark packed, then Handed to the courier once the courier has picked it up. At that moment your stock goes down and the shopper's order page shows it on its way (the shopper also gets an e-mail once order e-mails are switched on for your network). Print slip and label opens one A4 page: the packing slip with the reseller's store name and logo (no prices unless your terms say so) and an address label to cut out. If your terms put the tax invoice in the parcel, Print the invoice sits beside it.
• Scan to pack — scan or type a tracking number, or the parcel reference that starts with NR, and press Mark packed. A code that is not one of your parcels changes nothing.
• Handed over, On the way, Delivered — the courier's news arrives by itself for parcels booked through a courier account. For a parcel you booked by hand, open it and record what happened: On the way, Delivered, Delivery failed or Coming back.
• Courier manifest — today's parcels for one courier with their tracking numbers, weights and the signature lines for you and the courier.

When a delivery fails, the parcel offers Ask the courier to try again and Bring it back. These are noted on the parcel; give the same instruction in the courier's panel, because the courier does not get it from here. For a lost or damaged parcel, Report lost or damaged opens a courier claim under Needs attention — it changes no stock and no money.

When you cannot send something

Open the parcel:

• Put back to prepare cancels its bills with a credit note and puts the items back under To prepare. The shopper is not refunded and the stock stays held.
• Cannot supply — cancel and refund cancels those items for good and refunds the shopper for them — straight away if you have a standing permission for refunds of items you cannot supply, otherwise after the seller approves.

Returns

• Coming back — returns the shopper asked for, and parcels the courier is bringing back. A shopper's return waits for the seller to accept or decline it (on a reseller's own store, the reseller decides from the order; the reseller is told about it once alerts are on for the network).
• To receive — when the items arrive, enter how many came back and press Mark received. They wait aside; they are not for sale yet.
• To check — for each item, how many Can be sold again and how many Cannot be sold, then Mark checked. Items that can be sold go back into stock. The shopper's refund follows, for exactly the amount of the credit note. For a shopper's return, only when the items came back in a state the return terms do not accept, use Refuse the refund and say why.
• Find a returned parcel — scan or type its tracking number or NR reference.

For the reseller

On Store console → Orders, an order shows its parcels with their courier and tracking numbers, and the words Sent once a parcel left. Cancel order cancels every item not yet sent and refunds the shopper for them; items already on their way can only come back as a return. A shopper's return request shows with Accept the return and Decline; Open a return for the shopper starts one for items the shopper asked about on the phone.

What the shopper sees

The order page shows each parcel, its courier and tracking number and the latest news; items cancelled; returns and refunds. Inside the return window, a delivered parcel has Ask for a return. The supplier's name never appears on a store where the reseller sells in their own name.