Exclusive AMA: Streamlining Fulfillment and Delivery with Shopify Experts!

[Jacqui]

Join Us for an Exclusive AMA on Streamlining Fulfillment and Delivery with Shopify Experts!

Date: September 11th, 2024  

Time: 10 AM EDT - 12 PM EDT  

Navigating fulfillment and delivery can be particularly demanding as you gear up for the hectic BFCM season. This AMA aims to equip you with the insights and tools necessary to streamline your fulfillment operations, reduce costs, and deliver an exceptional customer experience. Post your questions below, and the Shopify Product and Marketing team will be here to answer them during the live session.

What to Expect:

Real-Time Q&A: Have questions about speeding up fulfillment, reducing costs, and delivering a great customer experience during the Black Friday Cyber Monday (BFCM) rush? This is your chance to ask!

Expert Advice: Get direct answers from the Product and Marketing teams at Shopify.

Community Engagement: Connect with other Shopify merchants, share your experiences, and learn best practices from one another.

How to Participate: No pre-registration is required! Join the Shopify Community on September 11th between 10 AM and 12 PM EDT. Post your questions below, and our experts will respond directly.

Read our Rules of Engagement before participating

*Please note, there is no video component to this AMA. This is a text based AMA. Your questions will be answered LIVE via text during the time period listed above. 

[FishHead-Greg]

I hope Shopify Experts will share some tips as opposed to just answer questions. As I'm interested in learning tips / practices to speed up fulfillment and reducing costs.

As far as one question I have... I would like to hear from someone in regards to a report or process to obtain information during the fulfillment process when pulling/picking from a specific purchase order (incoming package). In my old system it was call a committed items report that detailed specific items in a purchase order that are committed/sold and needed to be pulled for specific orders.

When receiving large orders it's essential to know which skus/qtys are needed for specific open orders that are awaiting fulfillment and all of the rest is store stock. With a product catalog of 22,000+ skus, a report like this saves time when working on incoming deliveries.

It would also be awesome if there was a fulfillment - pull/pick worksheet screen when a user could see all of the skus/qty that need to be pulled and for which specific order they are needed without going inside each order to order. This would save a lot of time and cost for me.

Thanks for taking the time to read my situation and provide helpful insight.

[mariaacle]

Hey @FishHead-Greg - Thank you for sharing your insights and questions.

Regarding the purchase orders receiving experience, we understand that this process is not as streamlined in Shopify as it could be. Currently as you know it involves manually reviewing your purchase orders and comparing them with your orders page. I will pass your feedback to the appropriate teams right away. In the meantime, using more advanced inventory management systems might be your best bet to bridge this gap.

As for pick lists, this is definitely on our radar and something we are actively looking to improve. We understand that the current experience isn't as efficient as it should be, especially for businesses with large product catalogs like yours. In the meantime, you might want to search for "pick lists" in the Shopify App Store for more advanced solutions.

And thank you for your comments about wanting some sort of presentation with best practices. This AMA was focused on answering merchant inquiries, but we would love to have a different type of event in the future where we share general best practices. Will take that away!

[YH20]

My biggest issue with fulfillment is shopify charging me when a customer raises a dispute about a shipment that was delivered. More often than not, a few customers (first timers) have gone to their banks to dispute an order that they initiated, which was shipped and also delivered. In each of these cases, UPS had proof of delivery - pictures. But these customers go their bank, raise a dispute and no matter the level of evidence we provide - that they placed the order, that the order was packed and shipped, and that it was delivered (picture of delivery), we still end up getting the amount deducted. In each case, we lose the shipment, the money initially paid, the cost of shipment, and another $15 fee charged by shopify.

Why can't shopify fight for us? It just does not make sense.

[LCHCrochetPlush]

Hello! My question for fulfillment is: What is the best way to streamline the fulfillment and delivery process as well as lower costs when a business is in its early stages and still getting orders sporadically?

[mariaacle]

Thank you for your question @LCHCrochetPlush!

Shopify Shipping is an excellent way to streamline your fulfillment and delivery process while also lowering costs. We have negotiated the lowest rates with many carriers, which can help you save on shipping expenses.

Another key benefit of Shopify Shipping is the ability to fulfill multiple orders and print and buy multiple shipping labels at once directly from your Orders page. This feature can significantly improve your efficiency and save you valuable time.

You can learn more about how to get started here: https://www.youtube.com/watch?v=VB6HcbDx1Bg

[LCHCrochetPlush]

Thank you! Appreciate the response

[pfeifera]

Hi! I am wondering if you have any advice for fulfilling orders that contain pre-order items and in-stock items. 

[mariaacle]

Thank you for your question @pfeifera !

You can achieve this using the Split Fulfillments feature as outlined here. This allows you to divide the order into multiple fulfillments. You can ship the in-stock items first, leaving the order in a "Partially Fulfilled" state. Once the pre-order items are available, you can ship them out to complete the order.

[pfeifera]

I am aware of how to physically ship. But this requires us to cover the cost of shipping on one or more of the products, correct? Any other suggestions. Ideally I would want to customer to pay for shipping if there is separate shipping. 

[pfeifera]

Also, is there a better way for a customer to be alerted of their order having mixed products during checkout? We have alerts set up as well as a pre-order text in the title of the product, but I would love for an alert to come up at checkout telling them that their order will be held if the order contains pre-order items

[econocrafts]

I recently migrated from magento. All my past orders were migrated, but on shopify, they all show payment pending. How can I bulk-mark them as paid? 

[mariaacle]

Hey @econocrafts, thank you for your question!

To find and mark your unpaid orders as paid, follow these steps:

- Navigate to your Orders page.
- Use the checkboxes on the left to select the unpaid orders you wish to update.
- Click on "Capture Payments" located at the top right corner of the page.

This bulk functionality allows you to efficiently mark multiple orders as paid at once. Hope this helps!

[econocrafts]

Thank you. but I don't want to actually capture the payments. They are old
orders from previous platform. I just don't want them showing on my new
Shopify site as payments pending.

[Emma2]

I would like to know which delivery system is the most advantageous when using Shopify.

[YH20]

Speaking from experience - there is no perfect delivery/shipping system. We use a combination of shopify suggested shippers (Canada Post and UPS in most cases) and the Canada Post flat rate box (outside shopify). Here is what we do. First, we already assigned a fixed cost on our shopify backend in terms of how much it will cost to ship items across Canada. We assigned cost based on whether you want regular or expedited. The size of the box does not come into consideration since you can't put different box sizes and assigned individual cost. So, we simplify by just assigning one box but different prices as per above. We also have free shipping.

When a client makes a purchase, there are four options for them: Free in-store pick up (no cost), free shipping (no cost to them because they purchased above our threshold), regular shipping (fixed cost say, $20), and expedited shippiing (fixed cost say, $25).

Obviously, from the above, you will notice that as a business you can easily lose or gain. You lose when a client who lives say in New Foundland orders and qualifies for free shipping. You also lose when same client orders and selects either regular or expedited but the actual cost is higher etc. For us, this is ok. On the other hand, you win when a client who is located in the next province or city orders and selects any of the paid option when it actual fact it cost less to ship to them. So, we kind use this method to make up. 

Here is the other trick. Shopify shipping is not always the most effective shipping. So, we have the Canada Post flat rate boxes handy. We use them when they cost less than shopify rate plus, they are expedited. So, even though a client has paid for regular shipping and the item fits in the flat rate box, we end up saving a few box, we use the flat rate box and the client gets the item faster! We just enter the tracking number on shopify and everything is done. Client is happy and we are happy.

The part to pay utmost attention to is - when it is a first time client, when using shopify shipping, select and pay the extra cost for signing for the package. Some clients will say they never received the package -by getting them to sign for it, you at least get more 'ammunition' to fight when there is a dispute. Shopify never helps with dispute - they collect their money and allow you to do the dispute which is sad.

Again, I am no expert but this has been our experience and of course, another work around for many things shopify 🙂

[mariaacle]

Hi @Emma2 thanks for your question!

Are you able to share more about what you mean by delivery system?

Shopify Shipping is an excellent way to streamline your fulfillment and delivery process while also lowering costs. We have negotiated the lowest rates with many carriers, which can help you save on shipping expenses.

Another key benefit of Shopify Shipping is the ability to fulfill multiple orders and print and buy multiple shipping labels at once directly from your Orders page. This feature can significantly improve your efficiency and save you valuable time.

You can learn more about how to get started here: https://www.youtube.com/watch?v=VB6HcbDx1Bg

[mariaacle]

Welcome to our second Ask-Me-Anything (AMA) day! Today, we'll be answering questions about all things fulfillment and delivery, and how to best prepare your business for the upcoming sales season. Our dedicated team of Product Managers and Product Marketers specializing in the Fulfillment space at Shopify are here to assist you.

We'll be available to answer your questions from 10 AM to 12 PM today. Please ask your questions in this thread. If we can't address your question during this time, we'll do our best to respond by the end of the day.

Looking forward to your questions!

[shopanemoia]

Shopify seems to be the largest e-commerce platform (at least for small to midsize businesses) - so why do you only calculate shipping at checkout based on the item's weight and the order destination? This seems like a huge oversight on Shopify's part. Yes, I know there are third party apps, but it seems to me that Shopify should supply this feature natively as accurate shipping quotes should be a basic function of an e-commerce platform. Am I missing something? Or is there anything in the works to fill this huge gap?

[mariaacle]

Hi @shopanemoia thanks for reaching out! Could you please provide more details about the specific features you're looking for? This will help us better understand your needs and see how we can assist you.

[shopanemoia]

Product dimensions, I guess. I have a giant deer head brass wall mount that weighs 32 lbs, but I have to enter it as 75 pounds because of the size of the thing. At the actual weight, it doesn't charge enough. Alternatively, I have to make small items weigh more but if they buy multiple small items, it charges too much.

[Michelle1017]

Hello, 

I would like to know what is the best thermal printer to use that will print out receipts and orders at one time in a large quantity? I currently have a Rollo and I print one order at a time through Shopify. I am needing something on a larger scale.

Thank you, 

Michelle 

[mariaacle]

Hey @Michelle1017 thanks for your question!

Thank you for reaching out with your question.

It's difficult to pinpoint a single "best" thermal printer since every business has unique needs. However, we do offer a range of printers on the Shopify Shipping Store that are known to work seamlessly with the Shopify admin.

Additionally, you can bulk-print shipping labels and packing slips simultaneously through the Shopify admin. This can significantly speed up your process.

[pokupoku]

Ill simplify my problem; I have 2 sizes of product, one that fits in a 16x16x16 box and another that fits in a 18x18x18 box. The issue is that I can only have one store default box. What I need is to be able to assign a box size to each item so shipping is calculated based on the box size. Etsy has this feature, but Shopify does not. Shopify does not allow me to charge shipping based on box dimensions. There is a big price difference between a 16 cubed and 18 cubed box.

I need to be able to assign a box size to each item and have Shopify calculate shipping for the customer based on the different box sizes for each item

[mariaacle]

Hello @pokupoku, thanks for your question! Unfortunately, Shopify currently does not support assigning different box sizes to individual products for shipping calculations. We understand that this is a significant limitation, especially when there is a substantial price difference between shipping boxes of different dimensions.

Please know that this is a known limitation and a feature request that is on our radar. Our team is aware of the need for this functionality, and we are actively considering it for future updates. I will flag it again with the appropriate teams today.

[pokupoku]

Thank you. It is the biggest issue I face while selling on Shopify. I use some apps to help with this issue but they don't integrate with Shopify's discounted shipping rates, so the rates aren't always accurate with the app. Shipping a 16 cubed box to Georgia can cost $14, while shipping the same box to Washington can cost $55. Being able to charge accurate shipping rates is VERY important for my business.
I understand I'm a niche case, since most sellers don't sell large lightweight items. The box is 16 cubed, but the item only weighs ~6 pounds.

[RCol]

Good news @pokupoku: setting different shipping rates for different shipping zones (ie. Washington vs Georgia) is supported out of the box using Shopify's Shipping Profiles. In your shipping and delivery settings page, you can create different shipping profiles for products on your store. By adding Washington to a different shipping zone within a shipping profile, you'll be able to set custom rates for that zone. You can set things up such that at time of checkout, buyers with Washington-based addresses will see $55 shipping, while buyers with Georgia-based addresses will see $14 shipping. Hope that helps!

[pokupoku]

That would mean I'd have to manually check the price for every single state. Also, that doesn't help with the issue of 2 different box sizes. This one order I have now is going to NJ. Here are the prices
16x16x14 box: $21
18x18x16 box: $28
Thats a $7 difference for the 2 box sizes. Its not always a $7 difference though, especially if its an international order.
There is then the issue that if someone buys two, it does not charge them $42 for shipping, it only calculates shipping for the extra weight, not the extra dimensions. I ship each in its own box, so 2 orders should charge double the shipping.

[GSRGX]

We're using an app right now to manage shipping. When we started with Shopify a few years ago, the standard shipping options didn't cover everything we needed, so we have the app.
I would like to know if there have been updates that would cover these needs with the Shopify shipping functions without apps:

Hide shipping rates (do not allow checkout) for specific products to specific states
--This needs to be multilevel. For example ship NOTHING to AK or HI, and also do not allow checkout if X product is in the order and the shipping address is CA.
Calculate shipping at checkout for specific products in specific regions (by country or state)
--Calculate up to 3 items in 1 box for checkout.

[RCol]

Hi @GSRGX, great question! I do think we have native capabilities that will work for your use case.

If you go into your Shipping and Delivery settings in Shopify Admin, you'll see a section called shipping profiles. Shipping profiles allow you to set rates for your products, but can also be used to determine which zones you ship to. By removing shipping rates for the AK and HI states within your shipping zone, checkout will be blocked any time a buyer tries to purchase a product with a AK or HI address. While setting this up, you can create different shipping rates for different regions.

Shipping profiles do work on a per-product basis. To set up specific rules for Product X, just create a new shipping profile (not your general profile) with this product. In that profile, make sure CA is not in the list of shipping zones. This same method can be used to create different rates for different products: just add them to a new shipping profile.

While you're on the Shipping and Delivery settings page: if you see a feature called 'Fulfillable Inventory', make sure that's set to "sell only within configured shipping zones". If you don't see the feature, don't worry about it - you've already been opted in. This feature will completely prevent overselling when a buyer tries to check out from regions that you don't ship to.

Hope that helps!

[juicernet]

Hi where is the link to the live video session?

[Jacqui]

Hey @juicernet!

Thanks for joining us today!

This is a text based AMA. There is no video component. Simply leave your question below and our team will answer it as soon as possible!

[mvmeatsfc]

We sell and ship frozen beef.  I manually entered estimated shipping costs for different zones for all the variable weights (a bit overwhelming).  Then I’ll get an order where I under estimated the shipping cost.  1.)  Is there an easier and more accurate way to get shipping costs for the customer?  2.)  Is it a bad practice to ask the customer to pay the difference for shipping because my website underestimated the cost?  3.) I disabled shipping for heavy products (50-80lbs--it is too expensive and a huge hassle) and I get a lot of people responding that they were unable to place an order because it wouldn’t accept their address.  Advice on this?  

Thanks

[DK112234]

If our business has a special discounted rate with a carrier, and if we have our account number registered on our Shopify account, will the shipping charge be at the special discounted rate if we ship using Shopify's shipping/labeling feature?

[YH20]

Looking forward to their answer to this. My guess is no - I just ship outside shopify and enter the tracking number on shopify. Problem solved.

[mariaacle]

Hey @DK112234 thanks for your question! You can integrate your own carrier account with Shopify and purchase those labels. This way, the shipping charges will reflect the discounted rates you receive from your carrier. You'll know the integration is working correctly if you don't see any label purchase charges added to your Shopify bill.

[info-hob]

Some issue that we've faced when fulfilling orders is when customers request modification during the process. When we get a high volume of orders, we've found it difficult to catch all the changes before the items are shipped. What are some ways to organize it better and deliver a better service? 

[mariaacle]

Thank you for your inquiry, @info-hob ! We currently don't have any functionality that allows buyers to cancel their orders or make updates, but this is something I will raise with our team. In the absence of such functionality, the best approach to providing a better experience is to set clear expectations with your customers.

Make it explicit during the checkout process and in your store's shipping policy that once an order is placed, changes to the order cannot be guaranteed. I've seen stores frame this effectively by stating something like:

"We work hard to ensure your order is shipped out to you as quickly as possible. Please be sure all order details are correct before checking out, as accommodating any changes once an order has been placed cannot be guaranteed."

[Quartzyblu]

I had a couple of customers tell me that their package was returned back to me. When I looked at their shipping the address name wasn’t on there. I also have to review several addresses on orders before purchasing the labels which takes up so much time. Is there a better way that my customers can be sure to enter the correct address? Like is there a widget or something that I can include where the customer have to double check the info they input?

Also, what is a way to have faster fulfillment with being a one person business? 

[mariaacle]

Hello @Quartzyblu thank you for reaching out with your concerns.

Regarding the issue of missing names on shipping addresses, the name field can be a required field. Here's instructions to make sure that is the case for your checkout. If this continues happening, I recommend reaching out to Shopify Support so they can review the specific orders in question.

Additionally, please ensure that you have address validation enabled for your checkout. This feature validates your customer's shipping address before the order is placed, and it is also automatically validated after the order is placed. You can learn more about how this works here: Validate shipping addresses at checkout.

[tmerv]

How can I automate Split Shipments? For example, 1 order contains 2 large items that need to be shipped separately. I need 2 shipping labels for 1 order. How can I automate this process. I do not want to keep using Shipstation. Also interested in any other automation features. 

Thank you!

[mariaacle]

Hey @tmerv thanks for your question! Apologies for the delay! Currently, there is no way to automate split shipments directly within our system, but this is something that will be possible very soon with Shopify Flow as our teams are actively working on it. In the meantime, we appreciate your patience and will keep you updated on the progress. If this solution is needed now, a 3P app is your best bet.

[mariaacle]

Hey @tmerv! We just launched a new task called "Send Admin API request" in Shopify Flow which should help solve your use case. With this feature, you can now run code to identify the items you want to split and pass those parameters to the "Send Admin API request" task to make the Split API request. While we don't yet have an example of it using the Split API since it's brand new, it might be worth testing on your end. Please review the screenshots below to see how it works.

[UkrEggCessories]

Our orders can be 1, 2, 3 or even 4 pages long.   When batch printing packing slips, what’s the trick to printing double sided when needed without clicking through each order individually?

[mariaacle]

Hey @UkrEggCessories thanks for your question! To print double-sided packing slips without clicking through each order individually, you'll need to configure your printer to print on both sides. The browser's print dialog will display the options available for your specific printer. Make sure to select the double-sided printing option there. This should streamline the process and allow you to efficiently print multi-page orders in a batch.

[UkrEggCessories]

Most of our SKU’s are small items, so it’s common to have 8+ items in one order let alone 20+ items. How do we easily get around having too many items for a customs form?, or having to print multiple pages of labels of customs info for Xpresspost shipping? 

[Jacqui · Accepted solution]

This AMA is now CLOSED. No questions posted after this post will be answered. 

Thanks to everyone who has submitted questions. Our team will do their best to answer them as soon as possible. We really appreciate all the thoughtful insights and feedback you have provided.

Join us again tomorrow for the final AMA in our series, Improving Your Returns Management! 

Still have questions about fulfillment and delivery? Please post them in the community!

Thank you!