en:faq1 [Wiki.ysell.pro]

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=== ☝ Dear Customer! In this manual, we have collected all the most frequently asked questions that cover the work with Ysell and the warehouse as much as possible. If you have any questions in the process of work - look for a solution in this list. If your question is not described here, please contact technical support or the responsible manager of your Prep Center.  ===
 
===== 1. The beginning of work =====
==== 1.1. Why do I need an integration with a marketplace? ====
There are numerous benefits of a marketplace integration, including:
  - Automatic creation of products/listings in Ysell, which eliminates the need to create them manually.
  - With the platform connection configured, FBM orders are imported into Ysell without your involvement.
Speaking of an Amazon integration, there are a few more significant advantages:
  - Sending from the warehouse to Amazon. The integration allows you to create FBA shipments directly in Ysell, and to automatically acquire labels.
  - Automatic transfering of "Removal" shipments for processing Amazon removals."
==== 1.2. What is the address of your warehouse? ====
You can always find the address of our warehouse on our website at https://fulfillment-box.com/fulfillment-centers/, as well as in the dashboard of your Ysell account (for this, simply hover the cursor over the name of the warehouse you're interested in).
==== 1.3. What information is required to be specified on the item when sending it to the warehouse? ====
Items intended for shipment to the warehouse must be properly labeled. If they are not, the warehouse will require more time to identify your product, and an additional fee will be added to the processing cost of the item.
Learn more about the proper product labeling by following the link: https://wiki.ysell.pro/doku.php?id=en:ot.
Additionally, be sure to include the following information in the recipient address on all your boxes: **"Fulfillment-box (Your Company Name)"**.
==== 1.4. Who can be designated as the contact person at the warehouse? ====
Contact person - Fulfillment-box (Your Company Name).
==== 1.5. How can I replenish my balance? ====
Please review the deposit instructions at: https://wiki.ysell.pro/doku.php?id=en:deposit.
==== 1.6. Where can I view all the invoices issued to me? ====
To get more details about all your invoices, access the dashboard of your Ysell account and locate the "Invoices" section. Click on the invoice amount displayed in this section and the entire history of your invoices will appear on your screen.

===== 2. The work with product =====
==== 2.1. A listing has been created on Amazon, but the product didn't appear on Ysell, why? ====
New listings from Amazon appear in Ysell with a slight delay. If your integration is active, you need to wait for a while, and the listings will be automatically imported to Ysell.
==== 2.2. How soon will the products appear on Ysell after integrating? ====
New listings from the Amazon marketplace appear in the Ysell software with a slight delay. With active integration, you need to wait for a bit, and the listings will be automatically pulled into Ysell. Products are assigned to listings in the following night after the integration was activated.
==== 2.3. How do I indicate the UPC/EAN/GTIN on a product for its further identification by the warehouse? ====
Information about the product's barcode (iUPC/EAN/GTIN) is added to the product either via import of a spreadshit with respective codes to Ysell or manually by entering the code into the "Manufacturer Num" field on the product card. You can find the instructions for adding a product's barcode at https://wiki.ysell.pro/doku.php?id=en:manufacturenr.
==== 2.4. How can I bulk upload products to Ysell? ====
There's an option to bulk upload products using a spreadsheet. For this, download the template spreadsheet from Ysell, enter the data into the spreadsheet with corresponding columns (product name, description, price, etc.). Afterwards, use the import feature to upload this spreadsheet into the system and update the product catalog.

===== 3. Shipments =====
==== 3.1. Why is my shipment not visible on the Prep Center? ====
Please check the shipment status. If its status is **"New,"** it means the shipment hasn't been sent to the Prep Center yet, so it won't appear on the warehouse side. Send the shipment to the Prep Center by clicking the **"Send to Prep center"** button on the corresponding shipment tab. 
==== 3.2. Why can't I add items to the shipment by boxes instead of individual units? ====
Please verify if box details are entered in the product card (weight, dimensions, quantity per box). If you can't input the product by boxes that is already in the warehouse, it indicates that your item was entered as units during reception into the system, not as boxes.
==== 3.3. When adding products to a shipment, what should I sleect: boxes or units? ====
It all depends on how you plan to store and send the items. If you choose boxes, upon shipment arrival, the boxes will be counted and stored. If you choose units, during shipment processing, the boxes will be unpacked, and the contents within the boxes will be counted and processed separately.
==== 3.4. Where should I attach the files with labels for the shipment? ====
All the necessary documents should be attached on the created shipment's page under the **"Files"** section.
==== 3.5. How can I bulk add products to a shipment? ====
You can add products to a shipment by importing a spreadsheet into the system. For this download the spreadsheet template from Ysell. Then, based on the template, prepare a spreadsheet with necessary data, including columns for product identifiers (such as SKU or article numbers) and quantities you want to add to the shipment.
When importing, specify the columns in the table that correspond to the fields in the system. For example, match the column with product identifiers to the SKU field in the system. After importing, the system will automatically add the specified products with quantities to the shipment.

===== 4. Orders (FBM-sending) =====
==== 4.1. My order is in polling (status 5.3. "Label error"). How can I edit the address? ====
Use this guide for resolving polling issues: https://wiki.ysell.pro/doku.php?id=en:polling.
==== 4.2. I attached shipping labels to the order; can the Prep Center see them? ====
Yes, the attached labels are visible on the warehouse side, but only if the following conditions were met:
  - The label was attached before the order was sent to the Prep Center, before reaching **status 5.1**.
  - The order was marked as paid and was transferred to the Prep Center.
==== 4.3. How can I leave a note for the Prep Center in the order? ====
You can leave notes for the order in the "Send notify" section. **Attention:** Notes should only be added before the order is transferred to the Prep Center (**before reaching status 5.1.**).
==== 4.4. Why wasn't my order shipped? ====
Please check the following conditions:
  - The product is in stock at this warehouse.
  - The payment date is specified in the order.
  - Order rules are properly configured (details in the guide: https://wiki.ysell.pro/doku.php?id=en:orderhand).
  - Verify the order submission date (**"Submit before" field**).
==== 4.5. Where can I find the tracking number for my order? ====
The tracking number will be available once the order is shipped, and the order status changes to 7.1. **"Shipped"**. It will be displayed in the **"Label tracking"** field.
==== 4.6. An order from an integrated platform has appeared in Ysell, but it has the wrong product. ====
Most likely, the listing is attached to the wrong product. To transfer the listing to the right product, you can follow the instructions provided in this link http://wiki.ysell.pro/doku.php?id=en:transfer_amazon_listing.

===== 5. FBA shipments =====
==== 5.1. What should I select for "Who creates FBA plan" if I already have a shipment created on Amazon? ====
There are several parties responsible for creating an FBA plan on Amazon.
**Ysell Client** - Creating an FBA shipment directly within Ysell.
**Client direct by Amazon** - Creating an FBA shipment on Amazon and attaching the labels to the shipment independently.
In your case, you should select "Client direct by Amazon" in the "Who creates FBA plan" field.
==== 5.2. How do I instruct the warehouse to relabel FNSKU? ====
If you need to relabel without sending, you should create a shipment with the **"Info"** type and include a detailed description for warehouse employees about relabeling the specific products.
==== 5.3. What are the weight and size restrictions for boxes/pallets at Amazon? ====
Maximum shipment sizes for European Amazon:
  - Amazon accepts boxes that do not exceed 63.5*63.5*63.5 cm and 23 kg. When shipping boxes weighing more than 15 kg, it's necessary to attach the 'Heavy Package' sticker. Based on our experience, we recommend using boxes of slightly smaller dimensions as they may deform during transportation (at our warehouse, we use boxes with dimensions of 60*60*60 cm).
  - The pallet size limit is 80*120*180 cm (height 180 cm including pallet) and the maximum weight is 500 kg.

===== 6. Interacting with the warehouse =====
==== 6.1. What are the working hours of your warehouse? ====
You can always find the working hours of the Prep Center on our website. For this simply select the desired Prep Center by visiting the provided link: https://fulfillment-box.com/fulfillment-centers/.
==== 6.2. How can I request additional information about a product/shipment/order from the warehouse? Is it possible to take photos of the product? ====
To request photos/additional information from the warehouse staff, just create a shipment with the **"Info"** type and clearly outline the task/question for the Prep Center employees in the notes. Detailed instructions can be found at the following link: https://wiki.ysell.pro/doku.php?id=en:shipinfo.


===== 7. Carriers =====
==== 7.1. Do you handle oversized packages? ==== 
Yes, we can send oversized shipments, but under the condition that you provide the transportation labels for items that exceed the standard dimensions set by carriers (more than 120*60*60 cm, girth over 300cm, weight over 31 kg).
==== 7.2. Can you send packages through my carrier agreement? ====
We can hand over your product to the delivery service with which you have a contract. When placing an order, it's essential to choose the **"Client's label"** option in the "Order settings" section under "Delivery." This feature allows the system to skip generating its own label and send the order exclusively using the client's label. Don't forget to add the labels to the "Documents" section. Please note: for the procedure of ordering transportation from your carrier, inquire with the customer support of your Prep Center.

===== 8. Returns processing =====
==== 8.1. The carrier informed me that a return has been received by you, why isn't it showing in the system? ====
The warehouse staff has not yet processed your return. Once they process it, it will appear in the system. Additionally, carriers often set a delivery date in advance, even if the item hasn't arrived at the warehouse yet. Instructions for handling returns: http://wiki.ysell.pro/doku.php?id=en:returns_handling.
==== 8.2. Why isn't the removal shipment I created on Amazon showing in the system?  ====
Check the integration with Amazon. If the connection is active, there's a possibility that Amazon hasn't yet transferred information about your return to us. Amazon often provides information about Removal orders with a delay. If you urgently need to process a Removal shipment, you can create it manually.
  - Go to the "Prep Client" - "Shipments section".
  - Create a new shipment by clicking on **"Create shipment"**. Fill in the information about the shipment to the warehouse (Shipment type - select Removal. Prep-Center - the name of the Prep Center that will handle the return.)
  - Add the product that should come back to the warehouse as a return by clicking on **"Product Search"**.
  - Select the service for receiving the goods at the warehouse - **"FBA Removal processing and storage"**.
  - Initiate the shipment by clicking on the **"Send to prep"** tab.
==== 8.3. When will my shipment/order be processed/shipped? ====
Make sure that your order/shipment has been transferred to the Prep Center. The Prep Center can see shipments with a status of **"Transfer"** and orders with a status of **5.1. "Prepared on Prep center"**. By checking the status of your shipment/order, you can determine at which processing stage it is (for more details about statuses, refer to https://wiki.ysell.pro/doku.php?id=en:shipmenstat and https://wiki.ysell.pro/doku.php?id=en:orderdescription).
Also, please note the following:
  - For incoming packages, carriers often set a delivery date in advance, and your shipment might still be in transit to the warehouse.
  - Orders are processed based on the specified shipping date (**"Submit before"**) in the order.
  - First, shipments for receiving goods are processed, followed by those for sending, and then info shipments and others in the order.
  - Sending an order/shipment is possible no earlier than 24 hours after the arrival of the goods at the warehouse.



===== 9. Other =====
==== 9.1. Why am I not seeing a portion of the website's interface, especially the right side of the page? ====
It's possible that the issue is related to a zoomed-in page view. Due to this, certain interface elements, including the right side of the page, may not be fully displayed. It's recommended to reduce the page zoom level.
==== 9.2. Why did I receive a notification that a "Penalty" shipment has been created? ====
Shipments for receiving goods need to be created in advance; otherwise, Prep Center staff may have to categorize them as **"Penalty"** shipments. We kindly ask for your understanding, as clarifying such details can delay the acceptance process for goods throughout the warehouse.