Follow the item. Ask at the stop.
Plain answers on shipping, billing, the Digital Product Passport and the systems around an order. Follow the item from the order to the front door and pick the point where your question sits.
The order
A customer buys. The store, the stock and the first label.
Understand
Shipping and carriers Connecting your store The install takes minutes and leaves your store alone, and the first label follows within a few business days, once each lane has its shipping defaults. Shipping and carriers Incoming orders The order reaches your account within seconds, the unit is reserved so it cannot be sold twice, and it sits at the top of the list ready to pick, with nothing typed by anyone. Operations and integrations Addresses by country Each country writes addresses its own way, and some places inside the EU sit outside its VAT area. Format the address as the destination expects and check it before the label is printed. Operations and integrations Last-mile cost The weight, the dimensions and the contents that make a label accurate are set when the order goes to the factory, and a border changes everything the label relies on. Rules and deadlines Green claims, the guarantee notice and the cancel button As reported, since 27 September 2026 a claim like "climate neutral" needs recognised excellent performance and the guarantee notice must be shown; since 19 June 2026, a two-step cancel function without login.Do it in your account
How to · Operations and integrations Kits and bundles Mark a product as a kit, list its ingredients, and every order for the pack deducts the ingredients instead. The Bundle Capacity panel then tells you how many packs you can ship and which ingredient runs out first. How to · Operations and integrations The Orders page Every order from every store lands in one list, newest at the top. Filter it down to today's worklist, expand a row to answer a customer in one click, and let fulfilment, cancellation and refunds move stock on their own.The factory
The item gets its identity before it is boxed.
Understand
Passport and ESPR Care label, QR and RFID The care label is sewn in at manufacture, read by the customer and printed by the supplier you already use. A passport code on it stays with the garment; an RFID tag reads the same identity without line of sight. Passport and ESPR GTIN, SGTIN or batch The GTIN says what the product is and belongs to you. The serial we add to it says which one. A passport can sit at model, batch or item level, and when the rules disagree, the most granular level wins. Passport and ESPR Passport contents Seven groups of facts about the model, collected once, and a record of each unit's history that writes itself from shipping. Most of the facts sit with your maker and your mill. Passport and ESPR Supplier data for passports Most of the data a passport needs sits with your maker and your mill. Send one sheet per holder, each part filled, and read the answers as a map of the gaps. Operations and integrations Customs data per product A parcel crossing a customs border needs the same facts about each product every time: a precise description, the customs code, the origin, the value and the weight. Keep them on the product record. Rules and deadlines Deforestation and forced labour rules From 30 December 2026, as reported, large and medium companies need a due diligence statement for seven commodities. From 14 December 2027, as reported, products made with forced labour are banned from the EU market. Rules and deadlines The passport standards Eight European standards define how a passport is built, found, stored and exchanged. Six have been cited in the Official Journal since July 2026; the two on access rights and authentication await citation.Do it in your account
How to · Passport and ESPR The passport wizard Seven screens turn a product that is only a name and a SKU into a full record, and a review lists the fields still missing. Anything you have not assessed can stay blank. How to · Operations and integrations Suppliers and purchase orders One record per company you buy from, with the paperwork that proves they were checked, and one purchase order per restock. The order is also where an item's identity begins, before the goods exist.Freight
Air, sea and road into Europe, on one thread.
Understand
Shipping and carriers Freight into Europe We arrange inbound air, sea and road freight through contracted partners, quoted per lane and rebilled at the negotiated carrier cost with zero markup. The items in a consignment keep their identity to the dock. Rules and deadlines EU duty, handling fee and product identifiers Since 1 July 2026 a low-value consignment from outside the EU pays a 3 euro duty per customs declaration line. From 1 November 2026 B2C imports need product identifiers, and a 2 euro fee is expected on top. Rules and deadlines Landed cost into the EU A 100 euro order of two different products from outside the EU carries two 3 euro duties, VAT at the destination rate and, expected from 1 November 2026, two 2 euro fees. VAT at checkout under IOSS costs less. Rules and deadlines The EU customs reform Law since 20 September 2026 and, as reported, applying mostly from 21 September 2027: non-EU marketplaces become the importer, the importer must be in the EU or represented there, and declarations move to one hub.The warehouse
Received, picked, packed, with the identity intact.
Understand
Shipping and carriers Shipping lithium batteries Lithium batteries are dangerous goods. Small ones in equipment travel in parcel networks under special provisions with a carrier that accepts them; larger ones need a dangerous-goods contract. Operations and integrations The carrier handover A parcel changes hands at the dock, and the handover decides how fast it moves. One label format per carrier, a sort lane per carrier, a closed manifest each day and the first carrier scan as proof of hand-off. Operations and integrations Your warehouse or 3PL Your warehouse or 3PL stays. We connect it, announce inbound stock about a week ahead, read the receipt at item level, and introduce a partner site only where you need one. Rules and deadlines Packaging rules The packaging regulation has applied in every member state since 12 August 2026. As reported, it asks for a declaration of conformity per packaging type, an identification element on the pack and limits on substances. Rules and deadlines The ban on destroying unsold clothing Since 19 July 2026, as reported, a large company may no longer destroy unsold apparel, accessories or footwear, and must disclose each year what it discarded and why. Medium companies follow in 2030, as reported.Do it in your account
How to · Operations and integrations Adjustments, transfers and bins An adjustment records a correction with a reason and a name, a transfer moves stock between warehouses with both ends written together, and a bin move keeps the shelf map true inside one site. How to · Operations and integrations Locations and bins A location is a building that holds stock, a bin is a shelf inside it. Give each a short code and a type, pick one default so every order has somewhere to reserve from, and add bins only when pickers need them. How to · Operations and integrations Reorder alerts and anomalies Set a reorder point per product and an alert fires when available stock reaches it, by badge and by email. Once a week, glance at the anomaly list for the errors that hide for months. How to · Operations and integrations The stock view One row per product per warehouse: available, committed, unavailable and on hand. Open it each morning, filter to the rows needing attention, and import from your Shopify store when its counts and yours drift apart.The last mile
Carriers, rates, labels, invoices, claims.
Understand
Billing and terms Billing for shipping The subscription pays for the software, and on our rates shipping is rebilled at the exact carrier price with zero markup, on its own line, so the two never mix. Billing and terms Carrier invoices The base rate is usually right, so read the lines underneath it against the label you printed and send back the ones that do not match. Billing and terms Carrier terms Your transport contract is with the carrier, accepted in your account when you activate it. We keep a time-stamped register of every version you accepted, hand it over on request, and ask again when the terms change. Billing and terms Lane quotes Send your lanes and volumes, get a price per lane at the carrier's cost, and ship on it. The number in the quote is the number on the invoice, because nothing is added between the two. Billing and terms Lost, damaged or late parcels The carrier pays under the terms you accepted for that service, we file the claim in your name with the evidence attached, and anything above those terms is your cover to arrange. Billing and terms Parcel surcharges The base rate is one line of a carrier invoice. Fuel, remote areas, additional handling, peak season, address corrections and duties make up the rest, each with its own trigger. Shipping and carriers Bring your own carrier Connect the carrier accounts you already hold and the label is priced at your rate under your contract, with the tracking, returns, invoice audit and passport working the same as on ours. Shipping and carriers Failed deliveries and return to sender A parcel that cannot be delivered is retried, held at a point and sent back, and each step costs time and money. Clean addresses at the label, the right service and an early alert prevent most of it. Shipping and carriers One tracking status Every carrier reports in its own vocabulary, so we map them all onto one set of statuses, show your customer one page on your own domain, and tell your team about a delay before the customer does. Shipping and carriers Peak season From Black Friday to the end of the year, networks add supplements, cap volumes, move cut-offs and slow down. Plan stock, carriers and customer messages around it in October. Shipping and carriers Pickup points, lockers or the front door Home delivery, pickup points and lockers each cost and fail differently, and shoppers in each country expect a different default. Offer the option each market uses, and delivery and returns get cheaper together. Shipping and carriers Volumetric weight Carriers bill the higher of a parcel's actual weight and its volumetric weight, the box's volume divided by a set figure. A light product in a big box is billed as a heavy one, so the box decides the price. Rules and deadlines Selling to the UK, Switzerland and Norway The UK collects VAT at the point of sale up to 135 pounds, Norway through its VOEC scheme below 3,000 kroner an item, and Switzerland once a seller passes 100,000 francs a year. Ship duty paid where you can. Rules and deadlines Transport emissions Since 1 June 2026 one regulation names the method for transport emissions, EN ISO 14083. There is no general duty to calculate, but a figure calculated and disclosed in scope must follow it. Main duties from 2030.Do it in your account
How to · Operations and integrations The Tracking page Four numbers on top, a map of every parcel in flight, a list beside it, and a panel that answers a customer in one click. Open it in the morning, after lunch and at the end of the day.The front door
Delivered, scanned, returned, resold, with the passport still attached.
Understand
Shipping and carriers Returns A return reads against the identity the outbound label created, so the warehouse and finance know the item and the credit due before the box is opened, and good stock goes back on sale. Passport and ESPR Passport access The same QR code serves a customer, who sees that the item is genuine and the fields you chose to show; a partner, who sees enough to authenticate a return; and a regulator, who sees the full record. Passport and ESPR Recalls A recall asks which units are affected and who has them. When every unit carries its own identity from the purchase order, both are a search, and the recall reaches the right customers instead of a whole season. Rules and deadlines Passport deadlines Batteries first, on 18 February 2027, in the Battery Regulation. Textile act expected 2027, obligation from 2029. Every other product group has its own act and its own clock. Rules and deadlines The EU DPP Registry Live since 20 July 2026, the Registry records that a passport exists, which product it belongs to and where to find it. The passport stays with the brand or its provider, and registered does not mean compliant. Rules and deadlines The EU withdrawal right EU online buyers have 14 days from delivery to withdraw; the seller refunds within 14 days of being told, but can wait for the goods or proof of sending. Who pays the return depends on the terms shown at your checkout.Do it in your account
How to · Passport and ESPR The passport workspace Most passports are minted on their own as orders flow in. The workspace is where you watch the estate, move a passport from draft to published, and preview each audience's view.Your account
All of it, read by your team and your systems.