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Fulfilling and managing Managed Markets orders

You can fulfill your international orders with Managed Markets using either of the following options:

  • Buy and print DHL and UPS shipping labels directly in your Shopify admin.
  • Print, fulfill, and ship orders using DHL and UPS shipping labels from your third-party fulfillment partner.

You can also refund and return Managed Markets orders.

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Considerations for buying Managed Markets shipping labels

Before you buy shipping labels for your international orders, review the following considerations and limitations:

  • You can't add shipping insurance to Managed Markets shipping labels.
  • Carrier packages aren't supported with Managed Markets. If you're fulfilling from within Shopify, then you must use custom packages from the Shipping and delivery settings in your admin. If you're fulfilling using a third-party fulfillment partner, then you must use the packages set up in that app or platform.
  • You can buy only DHL and UPS shipping labels.
  • To keep duties calculations accurate, you can't edit the shipping country, state, or province for the following types of orders:
    • prepaid duties orders
    • orders that ship to Canada, United States, or Brazil
  • The maximum declared value for international shipments is $25,000 USD.
  • Custom line items aren't supported with Managed Markets. To ship custom line items, you need to create a draft order and change the merchant of record on the order from Managed Markets to yourself.
  • The customer's first name or last name can't be a single letter in the customer shipping details. For example, J Doe and John D are both invalid customer name formats.
  • Splitting a single product into multiple shipments isn't supported with Managed Markets. A total of 1 shipping label per product can be purchased for each order.
  • Managed Markets shipping labels display a weight of 1 lb for all labels, to prompt shipping carriers to accurately weigh each package. This does not change the billing of Managed Markets labels. The weight declared by you or your logistics partner at the time of label creation is used for your initial label estimate, and is stored in the label barcode for the purpose of reconciling the label estimate with the carrier label invoice.
  • Orders that contain free items display a value of $1.00 USD on commercial invoices for any of the free items. This doesn't guarantee that the shipment will successfully pass through customs, and there isn't a way to manually declare the value of the free item.
  • Managed Markets orders can't be edited after a label has been purchased.
  • Each shipment must have a unique shipping label and tracking number. Using a single shipping label for multiple packages strapped together is prohibited.

Automated address correction

By default, Managed Markets orders are reviewed to ensure that the shipping address is valid. If the address is found to contain errors, then the address is automatically corrected.

After an order is created, it's assigned on hold status briefly as the order's address is checked for accuracy. As soon as the address' accuracy is verified, the order is set as unfulfilled, and an entry is created in the order's timeline that indicates the address has been marked as valid. If you need to remove the hold immediately, then click Release holds on the order's page.

If an address is determined to be inaccurate, then the order remains on hold as the address is updated. This process takes up to one business day. When the address is corrected, the order is set as unfulfilled, and an entry is created in the order's timeline indicating the changes that have been made to the shipping address.

If an accurate address can't be determined after review, then the order is set as unfulfilled, and an error notification is displayed in the Customer section of the order page. For more address options, click the Review button on the error notification. You can then update the address manually, contact your customer to confirm the address, or use an address checker to review the shipping address.

You can opt out of automated address correction in your Shopify admin.

Steps:

  1. From your Shopify admin, go to Settings > Markets.
  2. Click Preferences.
  3. In the Managed Markets section, toggle Allow Managed Markets to correct invalid shipping addresses off.

After turning off automated address correction, your orders are no longer reviewed for accuracy or corrected.

Edit Managed Markets orders

You can edit Managed Markets orders that aren't fulfilled or partially fulfilled, and don't have a shipping label purchased. Review the following considerations for editing Managed Markets orders:

  • Managed Markets orders can't be edited if Managed Markets has been deactivated in your store.
  • You can change the shipping address only if the order hasn't been fulfilled or a shipping label purchased for it. Shipping addresses can't be changed to a different country, province, or state.
  • You can't cancel fulfillment for a Managed Markets order.
  • You can't edit the shipping fee for a Managed Markets order.
  • You can't add custom items to a Managed Markets order.
  • You can't change the shipping service that you use for a Managed Markets order.

Steps

  1. From your Shopify admin, go to Orders.
  2. Click the order that you want to edit.
  3. Edit your order.

After you edit an order, you need to review the updated order total and verify that it's accurate. Duties and taxes aren't recalculated until the order is updated, and are displayed with (original) next to them. After you've reviewed the updated order, click Update to recalculate duties and tax. After the order is updated, you can then send an invoice to your customer, accept a payment, or issue a refund, as necessary.

Fulfilling orders directly in your Shopify admin

You can fulfill your Managed Markets orders directly in your Shopify admin by buying shipping labels individually or in bulk.

Buy and print shipping labels individually

  1. From your Shopify admin, go to Orders.

  2. Click an order that contains unfulfilled items.

  3. In the Unfulfilled section, click Create shipping label.

  4. In the ITEMS section, confirm the number of items that you want to include in this fulfillment. If you want to ship the customer's order using more than one fulfillment, then change the quantity of each item that you don't want to ship in this fulfillment. You can buy an additional shipping label for each fulfillment that's required to complete the entire order.

  5. Review the customs declaration form and add any missing information:

    1. In the ITEMS section, click Edit customs information.
    2. Verify your product information such as weight, quantity, value, and description.
    3. Click Save.

  6. In the Package section, select an existing package or create a new package:

    • To use an existing package, select a package from the Package drop-down menu.
    • To create a new package, follow these steps:
      1. In the Package section, click Add package.
      2. In the Add package dialog, enter the information about your new package.
      3. Click Add package.

  7. In the Total weight (with package) field, enter the total weight of your shipment.

  8. In the Shipping date field, select a shipping date. If you want to automatically send shipment details to your customers on that date, then select Send shipping information to customers.

  9. Review your shipping details in the Summary section, and then click Buy shipping label.

  10. Choose whether to collate your shipping labels with any customs forms or packing slips, and then select your printing paper format.

  11. Print your shipping labels and documents.

Buy and print shipping labels in bulk

  1. From your Shopify admin, go to Orders.

  2. Optional: To view only the orders that need to be fulfilled, click the Unfulfilled tab.

  3. Select the checkbox next to each order that you want to create a shipping label for.

  4. Click Create shipping labels. If you fulfill from multiple locations, select the appropriate location, and then click Continue.

  5. Review the customs declaration form and add any missing information:

    1. Click the Items field for an order.
    2. Click Edit customs declaration.
    3. For each product, verify product weight, quantity, value, and description.
    4. Optional: Select Save shipping info to product details.
    5. Under Update customs declaration form, select an option to update multiple orders, or only this order.
    6. Click Save.

  6. On the Create shipping labels page, make any edits to your labels.

  7. Click Review and buy.

  8. Optional: Change the shipping date.

  9. Optional: Change whether an order fulfillment email is sent to your customers.

  10. Click Buy shipping labels.

  11. Choose whether you want to collate your shipping labels with customs forms, and packing slips, and then select your printing paper format.

  12. Print your shipping labels and documents.

Fulfilling orders using external fulfillment services

Managed Markets orders can be fulfilled through the following compatible fulfillment services:

If you need to void an existing shipping label from the external fulfillment service and be issued a new one, then click Cancel label, and then purchase a new label. You're charged only for the label that is scanned by the shipping carrier.

If you use a fulfillment service that isn't on this list and want to get started immediately, then you or your fulfillment partner need to purchase shipping labels and fulfill Managed Markets orders through your Shopify admin. If you want to integrate an external fulfillment service with Managed Markets, then contact your sales representative.

Considerations for using external fulfillment services

  • If you use custom flat rates because you haven't yet updated your shipping settings, then consider updating to take advantage of the features it allows.
  • If you print a shipping label outside of the Shopify admin, then whatever the customer selects at checkout is passed on to the external fulfillment provider as a label. The external provider can't choose from Managed Markets shipping services, so what gets passed on to the external provider depends on what rates are selected at checkout. Carrier calculated rates are passed on as the mail class selected at checkout. Flat rates are passed on differently depending on what's selected at the checkout:
    • Economy: DHL eCommerce
    • Standard: UPS
    • Express: DHL Express
    • Custom flat rate: DHL Express
  • More compatible fulfillment services will be introduced in the future. If you're a fulfillment service or a merchant who uses a fulfillment service that isn't on this list, then contact Shopify Support.

Orders on hold

Managed Markets orders are placed on hold and can’t be fulfilled until the hold is removed. During the order hold, Managed Markets performs a fraud analysis of your order, checks your order's information, such as your customer's email and phone number, and confirms that any applicable duties and import taxes were collected.

The order hold is usually removed within five minutes. In some cases, Managed Markets might hold your order for longer for additional order screening.

After the order hold is removed, your order payment is captured automatically or you can capture it manually depending on your payment capture method.

Managing Managed Markets draft orders

When you create a draft order and add a customer that has a shipping address from a market managed by Managed Markets, then the Managed Markets merchant of record is automatically selected for your draft order.

It's important to assign a Managed Markets shipping service to your draft order. If you fail to assign a Managed Markets shipping method, then duties aren't calculated and Managed Markets isn't assigned as the merchant of record.

If you don't add a customer, but you select a market managed by Managed Markets, then the Managed Markets merchant of record is automatically selected for your draft order.

The following considerations apply to draft orders managed by Managed Markets:

Change the merchant of record for your international draft order

You can change the merchant of record for your international draft order. If you change the merchant of record from Managed Markets to your own, then you're responsible for handling the financial and legal complexities of international sales.

Depending on the merchant of record that you select, you get access to different shipping labels:

Steps:

  1. From your Shopify admin, go to Orders > Drafts.
  2. Click the draft order that you want to change the merchant of record for.
  3. In the Market section, click …, and then click Change merchant of record.
  4. Select the merchant of record that you want to manage your order with.
  5. Click Save.

Refunding and returning Managed Markets orders

You can refund Managed Markets orders the same way as you refund your other orders in your Shopify admin. For more information, refer to Creating returns and refunds.

30-day exchange rate guarantee

Managed Markets orders that are paid in a foreign currency have a foreign currency rate lock applied for 30 days. The 30-day exchange rate guarantee ensures that the same currency exchange rate is applied for 30 days after your order is placed and helps you avoid any losses resulting from currency value fluctuations.

This means that if you need to refund an order that was placed within the past 30 days, then the exchange rate will be the same as when the order was placed.

Duties, customs, and VAT

After the Managed Markets order is fulfilled, refunds aren't provided for duties, customs fees, or VAT. If a full order is refunded before the order fulfillment, then duties and customs are refunded to you on the following payout date.

Returns

You can purchase a return label for Managed Markets orders from a third-party provider or carrier. Managed Markets orders don't have any specific requirements for return labels.

Exchanges

A product exchange is considered as a new Managed Markets order that needs to go through customs. You or your customer need to pay duties and taxes for the second time.

B2B orders with Managed Markets

B2B orders aren't supported by Managed Markets. When you make B2B orders to countries or regions managed by Managed Markets, you need to be your own merchant of record for those orders. Orders will automatically switch so that you are the merchant of record in checkout. You can also process B2B orders as draft orders.

Free orders with Managed Markets

Free orders aren't supported by Managed Markets. When you create an order with a zero dollar value to countries or regions managed by Managed Markets, you need to be your own merchant of record for those orders. At checkout, these orders will automatically have the store as the merchant of record.

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