How fulfillment works

Every purchase made in the same checkout belongs to one order. Once the buyer has finished buying, the platform sends that order to the supplier of the main product, the supplier ships it, and the tracking code comes back to the order. Each step shows up in the order’s status, in the order’s Timeline, and in the emails the buyer receives. This page explains each of those steps. To connect a supplier, start from its own page: EagleLabs, RedRock or ShipOffers.

​

From purchase to supplier

An order collects every purchase the buyer makes in one checkout: the main purchase, the order bumps added on the checkout, and the upsells and downsells accepted in your sales funnel. All of them ship together, as one order. The platform sends the order 40 minutes after the last approved purchase. Each upsell or downsell the buyer accepts restarts that count, so a buyer who goes through the whole funnel still gets a single shipment with everything they bought. The window is the same for every account and every product. Each order goes to one supplier: the supplier of the main product. The order bumps, upsells and downsells travel with it to that supplier, so sell them from the same supplier as the main product.

​

What the supplier receives

​

Products, offers and SKUs

Two settings link what you sell to what the supplier ships:

• The supplier, on the product. Choose it in the Supplier field when you create the product. It cannot be changed after the product is created, so pick the right one from the start. To move an existing product to another supplier, contact support.
• The SKU, on each offer. Fill in the SKU field of every offer with the SKU the supplier registered for that item, exactly as the supplier has it. This includes the offers you use as order bumps, upsells and downsells, since each item carries the SKU of its own offer.

The SKU is what tells the supplier which item to pick.

​

Tracking and delivery

The Supplier Status column in Orders shows where each order is. Once the order is Shipped, its Timeline tab shows the Order shipped step with the tracking code and, for the carriers the platform recognizes, a Track order button that opens the carrier’s tracking page. The platform emails the buyer along the way:

​

Refunds, chargebacks and cancellations

When the whole order is refunded or charged back, the platform asks the supplier to cancel it. A cancellation is only possible while the order has not shipped. A refund of only part of the order, such as a single upsell, does not cancel anything at the supplier. The outcome appears on the order’s Timeline:

​

Changes after the order is sent

• Shipping address. Contact support with the order number. For EagleLabs orders, ask EagleLabs directly.
• Supplier of a product. Contact support. The change applies to orders sent after it, not to orders the supplier already has.

​

The supplier dashboard

Suppliers opens on the Supplier Dashboard, which counts the orders that contain products of your suppliers. Filter it by period (7 days, 14 days, 30 days, All time period for the last 12 months, or Custom period) and by product with Filter by products. Each card has an info icon that explains what it counts. The edit page of each supplier repeats the same cards under Statistics, counting only that supplier’s orders. When Delayed grows, check those orders with the supplier.

​

FAQ

Can one order go to two suppliers? No. The whole order goes to the supplier of the main product, including order bumps, upsells and downsells. Can I change the 40-minute window? No. It is the same for every account and every product. Do I have to send the tracking code to the buyer? No. The platform adds the tracking code to the order and emails the buyer when the order ships. Can I cancel an order at the supplier myself? Not from the dashboard. Refunding the whole order makes the platform ask the supplier to cancel it, as long as it has not shipped yet.