Products for sale on Fyndiq can be ordered by customers anytime. On Fyndiq, an order from a customer consists of one or more products from one or more merchants.
When an order is placed by a customer, it can be shipped directly. The order must be sent within 24 hours (weekdays) if you have a delivery time of up to 5 days and within 48 hours if you have a delivery time of longer than 5 days from when you received the order.
In connection with sending the order, you need to fulfill the order in the system where you also have the option to add a tracking number. By fulfilling the order, Fyndiq sends an email to the customer that their order is on its way. If you have entered a tracking number, the customer will have access to it in the email.
Please note the of the importance of fulfilling your orders in the system when they are handled. If you for any reason don't fulfill an order (within 5 calendar days) our system will consider the order as “not fulfilled” and the customer will be refunded automatically, regardless if you have actually shipped the order or not.
When it comes to delivery and tracking numbers, these need to be entered at the time of fulfillment.
After an order is fulfilled, no information (like tracking data) can be added/changed since the customer automatically receives a confirmation email with the tracking number (given that you have entered this) directly when you fulfill the order.
There is a delivery note resource available in Merchant Center and in the API. The delivery note is a PDF containing information on the customer's address details and the order rows pertaining the merchant. It can be seen as a checklist on what to include in the package to this customer for the particular order. This is to easily facilitate picking of orders. It is encouraged, but not required, that the merchant places the delivery note in the package/envelope that is sent to the consumer. In that way the consumer can be ensured that they received what they ordered, and it is also clear to the consumer that they should turn to Fyndiq for support issues.
It is prohibited to include any invoice or promotional materials in the package sent to the customer.
You can't contact the end customers directly and it is intended to be like this.
However, we will of course assist as much as possible to notify a customer if needed.
If you want to come in contact with us at Fyndiq, you can always reach out to Merchant Support or customer service. https://support.fyndiq.se/hc/en-se/articles/360037572452-Contact-us
When a customer is using our support platform, your merchant name will be displayed to the customer in cases where you have to handle these matters yourself. This means that the customer receives information about which merchant has sold the goods he/she needs help with. It is important that you as a merchant respond within the set time and in a correct and polite manner. Fyndiq reserves the right to make its own decision in a case if necessary.