If a customer has received a damaged, faulty or incorrect item, firstly, we’re sorry! Secondly, we'll be more than happy to fix it - please contact us and we will organise a replacement asap. If a customer has purchased an item and thy have changed t

<h1 id="our-policies">Our Policies</h1><h3 id="faultydamagedincorrect">Faulty/Damaged/Incorrect</h3>If a customer has received a damaged, faulty or incorrect item, firstly, we&#x2019;re sorry! Secondly, we&apos;ll be more than happy to fix it - please contact us and we will organise a replacement asap.&#xA0;<blockquote>We ask they you collect pictures from the customer so we can understand what went wrong and offer a solution quicker.</blockquote><h3 id="customer-exchanges">Customer Exchanges</h3>If a customer has purchased an item and thy have changed their mind we are unable to offer a return/exchange.If a customer has purchased an item and the size doesn&#x2019;t quite fit like they expected, we are unable to offer a return/exchange.<h1 id="setting-your-store-policies">Setting Your Store Policies</h1>As a retailer you may wish to offer a replacement to your customer at your cost, especially if it is a return/valued customer. You can do this by placing a manual order, it&apos;s the same process to our Sample Ordering Process, except you use the existing customers profile.&#xA0;See: <a href="https://help.app.constant.supply/en-US/ordering-samples-234704">Ordering Samples</a>

Returns & Exchanges Policies

You can set your shipping profiles in your Shopify Admin under: Settings > Shipping & Delivery. Our app does not provide shipping rates back to Shopify automatically, It's completely up to you how you wish to charge for shipping. For example: Orders

You can set your shipping profiles in your Shopify Admin under: Settings &gt; Shipping &amp; DeliveryOur app does not provide shipping rates back to Shopify automatically, It&apos;s completely up to you how you wish to charge for shipping.For example: Orders within Australia for most products will be $7.99 for the first item and $2 for each additional item.&#xA0;Scenario&#xA0;1:&#xA0;If you charge flat rate of $9.99 for each order, you will be earning profit on each single order, recovering your costs on each order with 2 items, and paying a little extra for orders with 3 items or more.&#xA0;Scenario 2: If you decide not to charge shipping at all, you may wish to raise the markup of your products to cover shipping costs.&#xA0;<blockquote>Please note: we do not currently have an express post option, so please remove any express shipping rates from your shopify shipping profiles, for any POD products.</blockquote>

Store Setup: Customer Shipping Rates

When you install the POD App, a new shipping location is created. This shipping location acts like a separate warehouse to your existing stock that you may already have in Shopify. Shipping Locations are visible under Shopify > Settings > Locations.

<h2 id="shipping-locations">Shipping Locations</h2>When you install the POD App, a new shipping location is created.&#xA0;This shipping location acts like a separate warehouse to your existing stock that you may already have in Shopify.&#xA0;Shipping Locations are visible under Shopify &gt; Settings &gt; Locations<img src="https://attachments.gorgias.help/uploads.gorgias.io/bgJ1Q6QqqY6vXKOM/Screen_Shot_2023-08-07_at_11.01.27_am-6c6c4ccf-3e79-473b-bf68-7e414e732b8e.png" class="fr-fic fr-dii"><h2 id> </h2><h2 id="shipping-profiles">Shipping Profiles</h2>Shopify has Shipping Profiles attached to &#xA0;locations, with separate rates for each location. This means you can set up different rates for our POD fulfilled items to your existing items.Shipping Profiles are visible under Shopify &gt; Settings &gt; Shipping<img src="https://attachments.gorgias.help/uploads.gorgias.io/bgJ1Q6QqqY6vXKOM/Screen_Shot_2023-08-07_at_11.09.32_am-20c7e659-a00e-4f25-be09-99c5af5ead97.png" class="fr-fic fr-dii"> <h2 id="if-i-have-multiple-locations-will-shopify-charge-my-customers-multiple-shipping-fees">If I have multiple locations, will Shopify charge my customers multiple shipping fees?</h2>If you have multiple locations with separate profiles and a customer orders products from both profiles, the shipping price from both profiles will be combined.<blockquote>ie: Customer Orders POD T-Shirt for $40 and a product you stock on your store for $30. The shipping profile is $5 for POD and $10 for your store location. They will be charged $15 for shipping in checkout.</blockquote>We do not have the ability to change this shipping behaviour in Shopify as this is how it is built. Shopify creates mini sub-carts for each shipping location. There are apps that exist to set a global flat-rate shipping amount as a workaround. Please reach out to support if you require any further assistance.For more information on <a href="https://help.shopify.com/en/manual/shipping/setting-up-and-managing-your-shipping/shipping-profiles#combined-rates-at-checkout">How Shipping Profiles work within Shopify visit this link</a>. <h2 id="does-the-app-create-an-app-shipping-profile">Does the app create an &quot;App Shipping Profile?&quot;</h2>The app does not create an &quot;App Shipping Profile&quot; which is a specialised profile for apps, instead products exist alongside your existing shipping profiles (ie: &quot;General Profile&quot;). &#xA0;If you have different profiles for different products you will need to ensure new products generated from the app are added to your normal shipping profiles.

Store Setup: Shipping Profiles & Locations

We don't have the ability to pre-pay duties for international shipments at this point in time. There are a few countries where people need to pay duties on arrival. Sometimes parcels are rejected by customers. It happens mostly with gift orders, part

We don&apos;t have the ability to pre-pay duties for international shipments at this point in time.&#xA0;There are a few countries where people need to pay duties on arrival.Sometimes parcels are rejected by customers. It happens mostly with gift orders, particularly to the UK, as duties are quite high sending to the UK.&#xA0;For example: If the receiver doesn&apos;t realise it&apos;s a gift from a friend they may just reject the parcel and it comes back to our warehouse via&#xA0;Return To Sender.You have two options in this situation:<ol><li>You can re-ship the parcel at your cost.</li><li>We hold onto the stock for a period of 30 days, at which point we can send you any overprinted/leftover stock in a single parcel, or we destroy it any excess stock.</li></ol>Please reach out to support if you have any further queries.

International Duties & Taxes

Most of our shipping carriers require an email address when creating a consignment. To ensure a smooth process with dispatching your orders to your customers, please ensure you update your Customer Contact Methods under Shopify Admin > Settings > Che

<h2 id="collecting-customer-email-addresses">Collecting Customer Email Addresses</h2>Most of our shipping carriers require an email address when creating a consignment. To ensure a smooth process with dispatching your orders to your customers, please ensure you update your Customer Contact Methods under Shopify Admin&#xA0;&gt; Settings&#xA0;&gt;&#xA0;Checkout.<img src="https://uploads.gorgias.io/bgJ1Q6QqqY6vXKOM/Screen_Shot_2023-10-17_at_2.30.26_pm-9244954a-7776-4fbe-b9c0-95d3b589f159.png" style="width: 600px;" class="fr-fic fr-dib">Default &apos;Customer Contact Method&apos; Settings in Shopify To ensure a smooth process with dispatching your orders to your customers, please ensure you update your Customer Contact Methods under Shopify Admin&#xA0;&gt; Settings&#xA0;&gt;&#xA0;Checkout.Deselect &quot;Phone Number and Email&quot; and select &quot;Email&quot;<img src="https://uploads.gorgias.io/bgJ1Q6QqqY6vXKOM/Screen_Shot_2023-10-17_at_2.33.19_pm-654959d0-1f70-471d-ba3a-156e965d18a2.png" style="width: 600px;" class="fr-fic fr-dib">Updated &apos;Customer Contact Method&apos; Settings in Shopify

Store Setup: Collect Email Addresses For All Orders

For an order to proceed into our production queue, it must meet 2 conditions with regards to payment:. You have options to set when a payment is Authorised and Captured within Shopify. See: https://help.shopify.com/en/manual/payments/payment-authoriz

<h1 id="setting-up-payment-authorisation-correctly-in-shopify">Setting Up Payment Authorisation Correctly In Shopify</h1>For an order to proceed into our production queue, it must meet 2 conditions with regards to payment:<ol><li>The payment for the order must be Captured on Shopify</li><li>Your wallet must have funds to deduct for the wholesale price of the order. See: <a href="https://help.app.constant.supply/en-US/how-does-the-wallet-work-204573">How Does The Wallet Work?</a></li></ol>You have options to set when a payment is Authorised and Captured within Shopify.See: <a data-saferedirecturl="https://www.google.com/url?q=https://help.shopify.com/en/manual/payments/payment-authorization&amp;source=gmail&amp;ust=1711675081345000&amp;usg=AOvVaw2kbnQ1cBwJlC2SkYRGto2y" href="https://help.shopify.com/en/manual/payments/payment-authorization" target="_blank">https://help.shopify.com/en/manual/payments/payment-authorization</a>We recommend setting this up as:<a href="https://help.shopify.com/en/manual/payments/payment-authorization#set-up-automatic-payment-capture" id="isPasted" target="_self">Automatically at checkout</a>: payment is captured at the time of sale or, in the case of additional payment methods, when the provider completes payment processing. Automatic payment capture at checkout is the default setting. This option saves you time when processing orders and is used by most merchants.&#xA0;<blockquote>If you have it set up as Automatically when fulfilled - that might cause some issues as the order will sit in limbo as unpaid - therefore wont continue into our production queue.</blockquote> <h2 id="using-shopify-flow-to-automate-order-status">Using Shopify Flow To Automate Order Status</h2>If your store requires something different you may be able to use <a href="https://apps.shopify.com/flow">Shopify Flow</a> to change payment capture based on the type of product or fulfillment centre.For example, this is a Shopify flow used to avoid high risk orders. You could create something similar to ensure automatic payment capture happens for orders from the CS POD App.<img src="https://attachments.gorgias.help/k00x/hc/k6bm/screen%20shot%202024-03-28%20at%2012.04.26%20pm-3d921f17-0dd6-4153-a884-523828778cdc.png" class="fr-fic fr-dib">

Payment Authorisation Setup

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