Shipping, Returns & Fulfillment

Processing Orders

Congrats on making a sale. Now it's time to process, pack and get the order on its way to your shopper. Remember, all MoreCommerce orders (with the exception of custom products) must show a carrier pickup within 2 business days or you may incur fees. And keep in mind that most orders must be delivered within 10 business days after an order has been placed. Custom products must be delivered within... Read article

Order States

Here is a quick breakdown of the states each order you get goes through when you sell with MoreCommerce: Review Once a shopper makes a purchase, all orders go into this state. MoreCommerce reviews all orders to protect merchants and ensure orders are valid. MoreCommerce evaluates orders based on several factors, such as order total, how long it's been since a shopper made another order with... Read article

Contacting Shoppers

If you need to contact a shopper, you can do so by viewing the order details. To start, hover over the "Orders" tab in your Merchant Toolkit and click "All." Next, find the appropriate order by scrolling through the orders, or using the "Search" field and clicking on the desired order. Scroll down and click the "Email customer" link below the shipping details. Notice that (a) the subject ... Read article

Shipping: Best Practices

Set Your Shipping Price You should charge the lowest shipping price possible. In our research, we've found that shoppers are extremely sensitive to price. Lower shipping costs can actually boost your sales. To set a fair shipping price (for you and the shopper), be sure to consider a few things, including:. The type of service you'll use: Using overnight delivery services may cost you m... Read article

Tiered Shipping

Tiered shipping is a way for you to provide shipping discounts for every additional item a shopper adds to their shopping cart. Tiered Shipping is set up when you first create a product, and can be edited at any point via the standard Product > Edit functionality in your Merchant Toolkit. Tiered shipping has two elements that you must enter on all listings: Primary Shipping Cost Addi... Read article

Shipping with ShipStation

How do I connect my store and ShipStation account? 1. Go to the ShipStation activation page in your merchant account. Click on Enable ShipStation to receive your credentials (username, password and store URL). 2. Log into your ShipStation account. If you don't have one, you can sign up here. 3. Navigate to Settings. Under Selling Channels, click Stores & Marketplaces. 4. Click "Add a New S... Read article

Returns

The basics The process The basics Unfortunately, returns and cancellations are part of doing business. Sometimes products get damaged in transit, and shoppers want to return the items after they're delivered. Other times, shoppers change their minds about a purchase and cancel an order before you process it. When you create a product, a return policy is automatically set for that item. Return... Read article

Order Cancellations

Unfortunately, cancellations and returns are part of doing business. Sometimes shoppers change their minds about a purchase and cancel an order before you process it. Other times products get damaged in transit, and shoppers ask to return the items after they're delivered. Merchant cancellations You can cancel Pending orders that you are unable to fulfill for any reason right from the “Orders” p... Read article

Fraud Review Process

To protect our merchants, all orders go through a review process to ensure they're valid. During this time, orders display on the "Review" tab of your "Orders" page. MoreCommerce review period usually lasts less than 48 hours, and you likely won't notice it. However, in some instances, the review can take several days so orders may stay on the "Review" tab for several days. Orders on the "Revi... Read article

Shipping with ShipWorks

ShipWorks is a third-party order fulfillment service that integrates with your Merchant Toolkit. We do not charge a fee to use ShipWorks, but you will need to create an account with ShipWorks in order to proceed. Before you begin, make sure your ShipWorks account is fully active. Then: Make sure you've shipped all your currently Pending orders. Only attempt ShipWorks integration if you have ... Read article

Shipping Performance

MoreCommerce lets you see how you're doing when it comes to processing orders quickly on your "Orders" page. There you'll see your shipping performance stats for orders placed in the past 30 days: These stats refresh in real time as you process your orders. As you look at your numbers, you'll notice: Average Time to Process Average Time in Processing Average Delivery Time Average... Read article

Creating Packing Slips for ShipStation (4 by 6 inch)

If you use ShipStation to process your orders, you can create a template in your ShipStation account to download our packing slips right from your ShipStation account. These packing slips can be 2 sizes: 4 by 6 inches or 8.5 by 11 inches. Here we’ll show you how to create a template for 4-by-6 inch packing slips. To see how to create a template for 8.5-by-11 inch packing slips, click here. To st... Read article

Creating Packing Slips for ShipStation (8.5 by 11 inch)

If you use ShipStation to process your orders, you can create a template in your ShipStation account to download packing slips right from your ShipStation account. These packing slips can be 2 sizes: 4 by 6 inches or 8.5 by 11 inches. Here we’ll show you how to create a template for 8.5-by-11 inch packing slips. To see how to create a template for 4-by-6 inch packing slips, click here. To start ... Read article

Exchanges

Offering shoppers the option to exchange a product rather than returning it is a great way to keep the sale and make the customer happy. MoreCommerce recommends offering exchanges and will gladly facilitate exchange requests. In order to do so, we’re asking you to let us know if you accept exchanges or not. You can opt in or out of accepting exchanges from your Orders page: As you make your... Read article

The Holiday Returns Program

MoreCommerce's Holiday Returns Program was created to help you meet the expectations of today's online shoppers. Offering extended holiday returns gives shoppers peace of mind and reassurance that, even if their gifts aren’t perfect the first time, they can still return them after the holidays and try again. To make it easy, and to ensure you don't miss out on sales during the busiest shopping se... Read article

Penalties

This guide will help you understand: When and why penalties occur How to keep track of penalties How to dispute a penalty How penalties are charged When and why do penalties occur? As outlined in MoreCommerce's Merchant Quality of Service Agreement, We reserves the right to assess penalties when shipping standards are not met. The penalties are as follows: A late shipment penalty of $... Read article
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