FAQ
Do you need to approve my account?
No. Your account works as soon as you create it; you may only need to verify your email first. See Get started.
I didn't get the verification email.
Check that you signed up with the right address, then click "Didn't get it? Resend" to get a new link. Use the latest email: the link works for 24 hours. See Get started.
I forgot my password.
Click Forgot password? on the sign-in page. If the page doesn't offer it, ask your account manager to reset your password. If you linked Google to your account, you no longer have a password: sign in with Google, or use Forgot password? to set one. See Your account.
How do I see what needs me?
Open To do in the bell, or Needs your attention on Home. See Your account.
Why is Available to spend lower than my wallet balance?
Because of the shipping we've set aside for orders we're packing, including orders awaiting payment. See Your wallet.
Why is Available to spend below zero?
The shipping set aside for orders we're packing is more than your balance plus your credit limit, or a Surcharge took your balance below your credit limit. Top up enough to bring it back above zero; when shipping is set aside, the Wallet page shows the amount to top up. See Your wallet.
How long does a top-up take?
It shows Pending confirmation until we've checked your payment, then Credited, or Not accepted with the reason. Include your reference when you pay, so we can find the payment. See Top up your wallet.
Can I pay in my own currency?
Yes, if Currency offers it for the payment method. The form estimates the value in US dollars, and we confirm the amount when we credit it. See Top up your wallet.
When do you charge for shipping?
When we weigh the packed parcel. Before that, we only set the estimated amount aside. If your wallet can't cover the charge then, we take it just before we ship, once you've topped up. See When you're charged.
What is a surcharge?
Extra shipping we charge after a parcel has shipped, when the carrier billed us for a higher weight than we charged. See When you're charged.
My order says Awaiting payment. What do I do?
Top up your wallet. Once your top-up is credited, we take the charge just before we ship the parcel. A credited top-up first pays any auto purchase orders waiting for payment, so top up enough for both. See When you're charged.
If the order waits too long, we release its stock. It isn't cancelled: it stays under Needs attention, and we check stock and pack it again once you've topped up and contacted your account manager. See When you're charged.
What does each order status mean?
See Dropship orders.
Can I change or cancel an order?
Only while it's on hold. After that, contact your account manager. See Fix an order.
Why is my order Waiting for stock?
Some of its items aren't in your stock yet. We may buy them for you in a purchase order paid from your wallet, so keep enough in it. We pack the order as soon as everything is in. See Fix an order.
Can I import orders from a spreadsheet?
Only Shopify's orders export. If you sell on WooCommerce, connect your store instead. See Place an order.
Where do I find the tracking number?
On the order's Fulfilment card once it has shipped. See Shipping and tracking.
How do I get a statement?
On Statements, for any period of up to 366 days, as a PDF or an Excel file. See When you're charged.
How do I buy products through you?
Find them on Search and order them from your cart, or send us a sourcing request and accept our quote. To buy more of products you already have agreed prices for, send a reorder request. See How sourcing works.
Is there a smallest quantity I have to buy?
Each product on Search shows the smallest total quantity its supplier sells, and you can't add less to your cart. For products we source for you, the quote shows the quantities we priced. See Search and the cart.
Why does my cart include shipping before anything has shipped?
That's each supplier's shipping to our warehouse in China. Shipping from our warehouse is charged later: with each dropship order, or with a shipment of your stock. See Search and the cart.
Can I withdraw a request?
Yes, while it's Submitted. See Sourcing and reorder requests.
Does accepting a quote charge my wallet?
No. Accepting makes the quote's prices your agreed prices. Your account manager then creates a purchase order, which you pay. See Quotes.
How do I pay a purchase order?
Open it and use Pay from your wallet, or pay as shown under How to pay. Some purchase orders are paid from your wallet automatically. See Purchase orders.
Where can I see photos of my goods?
On the purchase order, under Warehouse inspection, once we've checked the delivery in. See Purchase orders.
What does auto purchase buy?
Only what your orders that are Waiting for stock are missing, for the products you've turned it on for, within your daily limit. See Auto purchase.
Why is auto purchase paused?
A purchase order it created wasn't paid by its due date. Top up, and it resumes once you have enough available. See Auto purchase.
What needs my decision?
Items auto purchase held for you, for example because the price went up. See Product decisions.
Can I hide a product I no longer sell?
Yes, with Hide in My products. Your SKUs still match it. See My products.
How do I make my store's SKUs match my products?
Add your SKUs to your products in My products. See SKU mapping.
What's the difference between Reserved and Available?
Reserved is held for your orders and shipments; Available is what's left for new ones. See Inventory.
How do I send stock to my own warehouse or to Amazon FBA?
Create a shipment from Inventory. See Ship your stock.
How much will shipping cost?
Shipping rates in the portal estimates a dropship parcel at your rates. A shipment of your stock shows estimates when you create it, and its freight is worked out from the packed boxes. See Shipping rates and Ship your stock.
Questions about connected stores are answered in Stores FAQ.