This article covers the following topics:
- Golden Rules for Shipping
- Single Order Fulfilment
- Bulk Order Fulfilment
There are 4 Golden Rules for Order Fulfilment with THE ICONIC:
1. Same day dispatch for all orders placed before 3 pm (Business Days) – this does not include weekends or public holidays
2. Express Shipping Service must be used
3. Take care in updating your tracking IDs. Once they are uploaded they cannot be changed. The tracking ID errors could negatively impact your delivery performance and be an inconvenience for the customer.
4. All orders to PO BOX & Parcel Points must be fulfilled
Every time you have a new pending order you will get three notifications:
- A notification value in red on the “Orders” tab
2. Statistics on your total pending orders dashboard on the homepage on Seller Center
3. An email to your chosen mailing account
Single Order Fulfilment
To process the orders, go to Orders > Manage Orders
This will take you to your Order Overview. The process is to work through 3 sections - Pending, Ready to Ship, and Shipped.
PENDING
The Pending tab will provide the Order Number, Order Date, Pending Since, Price, # of Items to be picked, the status and actions to take.
Step 1: Click the Plus button to see the customers details, SKU/Product to be picked, and the action to take.
Ready to Ship
Ready to ship means you have picked the items, created the label, packed the order.
- Press Ready to Ship
- Pick your provider and press Create package and next **
- Add the tracking ID to the field
- Save Tracking code
- Press Ready to Ship
** If your provider is not an option, please raise a ticket via the Helpdesk to add that provider to your Shop
Cancellations
You will have to cancel your orders if you are unable to fulfil it due to (e.g.) Out of Stock
You can also cancel by item level if the customer ordered more than 1 product and you only need to cancel one item.
If you click cancel, the following will appear:
Pick a reason, add a comment if you like and press save.
If you do this, to make up for the customer experience on the Seller end, THE ICONIC provides a 15% voucher to the customer for their next purchase.
There are KPI's to remember for Order Cancellations:
- 1% of total Orders
- 10 orders in 48 hours
Any cancellations over the KPI's above will incur a flat fee of $20 per order (if applicable).
READY TO SHIP
Once you have moved your orders to Ready to Ship, you will need to wait until they are taken to the post office or have been collected at the warehouse. Once this has happened, go to the Ready to Ship tab.
Press Shipped All for the order and it will move to the Shipped tab.
Once it is moved to shipped, the process is complete.
SHIPPED
Shipped |
Once moved to shipped the order is out for delivery with the carrier. |
Delivered |
Once an order has been delivered it will move here |
Cancelled |
If an order has been cancelled it will move here |
Returned |
Once an order has been returned by the customer, it will be received at THE ICONIC Warehouse and returned to you. Once the order is on its way back to you it will move here. For more information on THE ICONIC Return process, see here. |
Bulk Order Fulfilment
To process the orders, go to Orders > Manage Orders
This will take you to your Order Overview. The process is to work through 3 sections - Pending, Ready to Ship, and Shipped.
PENDING
To process your orders in Bulk, there are two first steps:
1. Export all your Pending orders
2. Download the file (recommended in XLSX)
Once you open the file, all the information needed to process the order is across the columns/rows.
**Copy the Order Number column from that file **
The next two steps involve:
1. Go to Bulk Order Update
2. Download the Template - Pending Order (Numbers)
You will need to use this file in conjunction with the Order Numbers from your export above.
- Paste the Order Numbers for the day in the column
- The Delivery Type will always bee Dropshipment as you are Marketplace
- Choose the relevant Shipping Provider
- Add the relevant Tracking ID's for the corresponding Order Numbers
Save the file and Import as 'Set to Ready to Ship'. Once uploaded this will move all your orders to the Ready to Ship tab.
READY TO SHIP
Once you have moved your orders to Ready to Ship, you will need to wait until they are taken to the post office or have been collected at the warehouse. Once this has happened, go to the Ready to Ship tab.
To Bulk move them to shipped follow the steps below:
- Use the box to tick all the orders
- Pick 'Set status to shipped' from the drop-down
- Press Go
Once it is moved to shipped, the process is complete.