FAQ

Frequently Asked Questions

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Orders

How do I create an order? Navigate to Orders and click the Create Order button. Fill in the recipient address, add items, select a shipping method, and submit. You can also import orders in bulk via CSV upload or through an e-commerce integration. See Create an Order for the full guide.

Why is my order stuck in Pending Approval? Pending Approval means the order is waiting for approval before it can be processed. The reason is specific to the order: open it from the Orders list to see its exception, which names the exact issue — for example, insufficient funds, out of stock, or a duplicate order. [pref som_via_automation_rules] If the order shows no exception, check your approval type in Preferences, or verify that your Automation Rules approve orders matching your criteria. [endpref] [pref !som_via_automation_rules] If the order shows no exception, check your approval type in Preferences. [endpref] After the issue is fixed, approve the order manually.

Can I cancel an order that is already being processed? You can request cancellation for orders that have not yet been fulfilled. The order moves to Pending Cancellation while your request is confirmed. Cancellation is a request, not a guarantee: if the warehouse has already started picking or packing the order, it may decline the request and the order continues processing. [pref is_returns_enabled] Orders already shipped cannot be canceled — request a return instead. [endpref] [pref !is_returns_enabled] Orders already shipped cannot be canceled — contact your Account Manager for assistance. [endpref]

What does the Incomplete status mean? The order is missing required information — typically an address field, items, or shipping method. Open the order details to see which fields need to be completed. See Order Statuses for all status definitions.

What is the "Out of stock" exception? One or more items in the order are not available at the warehouse. Wait for inventory replenishment via ASN, or cancel and reorder later. See Order Troubleshooting for all exception codes.

How do I upload orders in bulk? Go to Orders, click Import, download the template for your order type and courier, fill in your data, and upload the file. Only .csv and .xlsx formats are accepted. See Create an Order for details.

What is the difference between Immediate, Manual, and Delayed approval? Immediate — orders are approved automatically. Manual — orders wait for you to approve them. Delayed — orders are auto-approved after a configurable delay. Change this in Preferences.

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Returns

How do I create a return order? Navigate to Returns and click Create Return. Enter the original order reference, select items being returned, choose a return reason, and submit. See Returns Overview.

What happens to returned items? Each returned item goes through a disposition process. Items can be restocked (back to inventory), disposed of, quarantined for inspection, or forwarded to another address. See Returns Overview for the full flow.

Can I generate return labels for my customers? Yes — when creating an RMA return order, the system can generate a return shipping label. Your customer receives it and uses it to ship the item back. Label availability depends on the courier and your account configuration. [endpref]

Inventory & ASNs

How do I send inventory to the warehouse? Create an ASN (Advanced Shipping Notice) with the products and quantities you are shipping. Once submitted, the warehouse expects your shipment and will process it upon arrival. See the ASN documentation for step-by-step instructions.

Why does my stock count not match what I expected? Stock levels are updated by warehouse transactions. Check the product's stock transaction history for recent adjustments, fulfilled orders, or ASN receipts that may explain the difference.

What is the difference between ASN, RASN, and QASN? ASN — standard inbound shipment of new inventory. RASN — Restock ASN for returned items going back to inventory. QASN — Quarantine ASN for returned items that need inspection. See the Glossary for more terms.

How do I add a new product to my catalog? Navigate to Inventory → Products and click Create Product. Enter the SKU, description, dimensions, weight, and customs information. See Products.

Shipping & Couriers

How are shipping rates calculated? Rates are based on your rate card, which considers package weight (actual or volumetric, whichever is higher), destination country, and courier service. Use the Shipping Calculator to estimate rates before placing orders. See Understanding Rates.

What is the difference between actual weight and volumetric weight? Actual weight is the physical weight of the package. Volumetric weight is calculated from package dimensions (length x width x height / divisor). Couriers charge based on whichever is higher — this is called the chargeable weight. See Understanding Rates.

What is the difference between DDP and DDU? DDP (Delivered Duty Paid) — you pay duties and taxes upfront; the recipient receives the package with no additional charges. DDU (Delivered Duty Unpaid) — the recipient pays duties and taxes on delivery. See Understanding Rates.

What is an HS code and why is it required? An HS (Harmonized System) code is a standardized international code that classifies your product for customs. It determines duty rates and import regulations. Required for international shipments. Check with your supplier or use your country's tariff lookup tool to find the correct code.

Tracking

How do I track a shipment? Navigate to Tracking to see all your shipments and their delivery status. You can also check tracking from the order detail page. See Tracking Overview.

What does "Info Received" mean? The courier has received the shipment information but does not physically have the package yet. This is normal — tracking updates to In Transit once the courier picks up the package.

Why is my tracking not updating? Allow 24-48 hours after fulfillment for initial tracking scans . If tracking shows no updates after 72 hours, contact your Account Manager. You can also check the carrier's website directly.

Integrations

My orders are not syncing from my store. What should I check? 1. Verify the integration is active on the Integrations page 2. Check for any error messages on the integration details page 3. Ensure your store's API credentials have not expired or been revoked 4. Review the Integration Troubleshooting page for common issues

Can I connect multiple stores? Yes. You can connect multiple e-commerce stores. Each integration syncs independently.

Why was my integration disabled automatically? Floship monitors your store connection. If it fails continuously for 5 days, the integration is automatically disabled to prevent errors. Fix the underlying issue (usually expired credentials) and re-enable it. See Integration Troubleshooting.

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Billing

When are invoices generated? Invoices are generated based on your billing cycle. Check the Billing section for your current invoices and billing details.

What is a credit note? A credit note is a refund or adjustment applied to your account. It reduces the amount owed on future invoices.

What is the management fee on payments? A 3% management fee is added to all payments made through the portal. This covers payment processing costs. The fee is shown before you confirm payment.

What does "Pending Invoice" mean? Pending Invoice shows charges for orders that have been fulfilled but not yet invoiced. These amounts will appear on your next invoice. See Billing Overview. [endpref]

Account & Security

How do I add a new user to my account? Go to Account Management → User Management and click Add User. Enter the user's details and assign permissions. See User Management.

How do I enable two-factor authentication? Go to Security Settings and enable Two-Factor Authentication. You can use an authenticator app, security key, or email verification. See Security Settings.

How do I change my password? Go to Security Settings and click Change Password. Enter your current password and your new password. See Security Settings.

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Automation Rules

What are automation rules? Automation rules automatically process orders when they match certain conditions. For example, you can auto-assign a courier based on destination country, or auto-approve orders under a certain value. See Automation Rules.

Why is my automation rule not working? Check that the rule is Active, the conditions match your orders, and the rule priority is correct (rules are evaluated in order). See Automation Rules for setup details. [endpref]

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