FAQ

General Questions

Do you have Quick Start Guide or tutorial?

Yes We Do!

Click here to see a step-by-step guide to publishing your first product.

Which e-commerce platforms do You integrate with?

Currently, we are available only as a Shopify app
.

We do not integrate directly with any other e-commerce platforms at this time, although we are planning to add more in the coming months!

Workarounds

In the meantime, some of our users have found clever ways to sell products on other platforms:

  • If you have a Shopify store already, you can use Buy Buttons to easily embed your Shopify products on sites made with Squarespace, WordPress, and Tumblr, amongst others.
  • Some users have been able to sell our products on other platforms such as Etsy by recreating the listing there and then manually placing an order on Shopify every time an order comes through on Etsy.
  • Shopify also offers an Amazon US integration, however, this has not yet been tested. Let us know if you’re going to give it a try!

AMAZON FBA

Soon we will have detailed instructions for selling on Amazon FBA in our member’s area. Login here.

Is there a minimum number of sales I need to Make?

No, you can sell as little as 1 and your order will be processed.

Is there any cost to use your app?

No, there is not. You will only be charged when you make a sale and drop-ship one of our products. To see Product Pricing, Click Here

How do I order a sample?

Once you’ve published a product using our app, you can create a manual order for that product inside shopify:

  • Come out of the app and go to Shopify > Orders > Create Order.
  • Select the product(s) you want to receive and add your address in the ‘Find or create a customer’ section.
  • Then, simply mark the order as paid – but you must only do this after entering the address. If an order is marked as paid with an incomplete address, our system will ignore the order.
  • We will then bill you for the wholesale cost and shipping fee.

Common Mistakes

  • Do NOT change the vendor, “WC-fulfillment”
  • Do NOT edit variants/SKUs.
  • Do NOT duplicate a product.
  • Do NOT remove product tags
  • Every product requires shipping. If you want free shipping, use shipping rules.
  • Don’t set to auto fulfill on archive. Once it’s archived, we can’t send the shipping back.

Delivered Questions

Customer received the Wrong Size?

First, you should pre-qualify your customer and ask them for a picture as proof and then ask if they would like a replacement sent.

Once you have come to a resolution with your customer, please contact us and we can assist you with sending a replacement order.

We have provided a customer support script on how to handle this exact situation.

Items Came Damaged or Broken?

First, you should pre-qualify your customer and ask them for a picture as proof and then ask if they would like a replacement sent.

Once you have come to a resolution with your customer, please contact us and we can assist you with sending a replacement order.

We have provided a customer support script on how to handle this exact situation.

Order was Missing Items?

First, you should pre-qualify your customer and then ask them if they would like a replacement sent.

Once you have come to a resolution with your customer, please contact us and we can assist you with sending a missing item.

We have provided a customer support script on how to handle this exact situation.

Customer received the Wrong Design?

First, you should pre-qualify your customer and ask them for a picture as proof and then ask if they would like a replacement sent.

Once you have come to a resolution with your customer, please contact us and we can assist you with sending a replacement order.

We have provided a customer support script on how to handle this exact situation.

What do I do if an order hasn’t arrived?

Check the tracking # first. If you don’t have the tracking number, we can provide it for you.

IF TRACKING SHOWS DELIVERED

Have your customers check with their local post office and/or neighbours, as often this is where ‘lost’ orders seem to end up!

At peak times (like around Christmas and other holidays), please do allow a little longer time for your order to arrive.

IF TRACKING SHOWS RETURNED TO SENDER – INCORRECT ADDRESS

We will not refund nor assume liability for orders that are lost due to the incorrect shipping address. Sellers may request a reshipment attempt but will be responsible for fees associated with additional delivery attempts.

IF TRACKING SHOWS  NO INFO
If an order has not been successfully delivered and it has been more than 60 days since the order was processed, the seller may request a refund or have the order resent free-of-charge.

ORDERS SEIZED BY CUSTOMS DUE TO COPYRIGHT

We will not refund nor assume liability for orders that are lost due to copyright and trademark claims.

By uploading or saving a design in our App you agree that:

  • You hold the rights to commercially reproduce this design.
  • You also release Wallet Case Direct from any claims made as a result of any property right infringement.
  • You understand that infringement of property rights is illegal. If you have any doubt as to the legal ownership of a design you should check with the rightful owner that you are able to use the design before uploading.
  • You understand that Wallet Case Direct acts under your instructions and are not obligated in any way to check or confirm the legal use of reproducing any designs.
  • You agree to indemnify and defend Wallet Case Direct for any claims made as a result of alleged infringements including copyrights, trademarks, rights of publicity, or other intellectual property claims, including any payments for damages sustained by a claimant and attorneys’ fees incurred by you to defend against any claims made.

Do you accept Returns?

Unfortunately, we are not able to accept returns for any reason. This is because our products are custom-made, print-on-demand items.

Because of the way our apps work, there is an infinite number of designs that could be produced. As such, it would be impossible to sort, store and resell unwanted returns on behalf of all our partners.

Product Questions

How can I make a product or feature request?

If there’s a Feature or Product you think we are lacking, then you should get in touch with us on our contact us page.

Do You Support XYZ Phone Type?

Phone XYZ just came out when will you add it?

We try to have the top 30-40 most popular phones available at all times. Due to the speed at which new phones hit the market, there is a chance we haven’t had a chance to add it to our officially supported phone list yet. You may always send us a message and ask us to add a specific phone type.

You may also manually add a specific phone to your product page, following these instructions.

How do I add a Phone Model that fits the Wallet Case but Not listed.

Please follow these instructions

Please note: Any phone models manually added, and not listed as officially supported, will not be supported via customer support, and no replacement or refunds will be granted.

Please note#2: You can NOT manually add phone models for non wallet cases, as the case will NOT fit the phone.

Can I sell other products with my WCF products?

YES! Our products are designed to integrate seamlessly with your existing store.

They act just like normal products, so you can edit them, categorize them, and place them in collections with other products.

How do I hide a published product from my store?

Come out of the app
and go to Shopify > Products and click on the product you wish to hide. On the right hand side of the screen, you will see a panel titled Visibility. Uncheck Online Store & click Save in the top right corner. Or, click the calendar icon next to Online Store and Set a Publish Date to automatically publish the product at a set time in the future.

Can I change the photos for my products?

YES!

  • Come out of the app
    and go to Shopify > Products.
  • Click on the product you’d like to edit the photos for.
  • In the Images section, you can click and drag the photos around to change the order.
  • Hover over an image to be given the option to Preview, Edit, Edit Text or Delete.
  • You can also add new images (say, if you wanted to add a ‘real life’ photo of a sample you had ordered).
  • Remember to click Save in the top right corner when you have finished.

PHONE XYZ Just Came Out, But my Old Product page doesn't have it, what to do?

If we add a new phone model to our app, we will notify you via email, and within the app with a notification message.

When you see our update message you have 2 options:

  1. Create a newly published product, and hide the old product on your store (easiest)
  2. Manually add the new phone model to your product (Hard)

 

 

Does your app work with other apps like pillow profits, teelaunch, custom cat, gear bubble, printify, viralstyle, oberlo, dropified, etc..

Of course! You can sell any other products on your store. You can sell your own products, you can use apps like Oberlo, Dropified, or other Print on Demand apps like pillow profits, tee launch, custom cat, viralstyle, etc. There will be no problems. Our app looks for orders that have our vendor tag and only fulfills those.

App Questions

How do I download the App

Downloading the App
for Shopify is simple! All you need is a Shopify account. It’s free to download and use, and we only start to charge you when you make sales. Get it here.

After you have downloaded the app, you might want to check out this easy step-by-step guide to publishing your first product.

Shipping Questions

Which countries do you deliver to?

We ship to most countries Worldwide.

For pricing by destination, check out our country shipping page For shipping speeds, see How long does shipping take?

What do I do if an order arrives damaged?

If an order arrives damaged, we’re happy to send a replacement. Please send photos of the damaged part to support@wcfulfillment.com, along with the order number. We will replace any items damaged or poor-quality at no additional cost.

How much does shipping cost?

Please view our Country List and Shipping prices

Important!
When you sell through Shopify, any applicable shipping fees will be charged to you in addition to the wholesale cost of the printed product. It’s up to you to recoup the cost of shipping from your customers. You can do this by:

  • Setting up Shipping Zones within your Shopify Account…
  • Or alternatively by increasing your profit margin to absorb the cost. Customers do love ‘free’ shipping!

See our Suggested Retail Prices here

How do I set up shipping rates?

Standard Shopify subscriptions are limited in that they only allow you to charge your customers by destination and weight. We however on the other hand charge by destination and quantity.

This means there’s a little math involved. To simplify things a little, we’ve set up every published product to ‘weigh’ 0 unit (kg or lb depending on where you are in the world), unless you choose a different value when publishing the product.

You can change the amounts and weights as you see fit.

It’s also worth bearing in mind that if you have other products in your store, any changes you make to your Shipping settings will also affect them. It’s up to you to strike a balance that works for both you and your customers.

Do you offer tracked delivery?

Yes, but it depends on the country your customer has ordered from.

To see the list by country, visit our country shipping page

 

How long does shipping take?

To see Shipping Speeds by countries, visit our country shipping page

Please note: Shipping times DO NOT include manufacturing times.

It normally takes 2-4 business days to print your order, depending on the current demand.

How do i track my customers order?

All tracking numbers are sent directly to your customers. But you may also find an orders tracking # in our app dashboard under all orders page. We recommend to use 17track.net to send tracking updates for your customer.

Duties, Tax and Charges

Custom Duties, Tax and Charges are not included in our base price. This is a shopper’s responsibility as each country has different Custom Duties and Laws of Taxation.

Do you have expedited shipping?

Not at this time, but it is coming in the near future.

Where do your product ship from?

Depending on the product we ship from US, EU and CN.

Can I add my own branding?

Given the vast amount of different brand merchandise going through our printers, unfortunately, at the moment we aren’t able to offer custom branding. We DO NOT include any of our own brandings.

Payment Questions

Do you accept PayPal?

Yes

When will i be charged?

You will be charged 12 hours after when you make a sale of one of our products.

How do I view my billing statements?

Inside our app dashboard, Click on Report Tab. You may export your orders to csv as well.

What Do your Products Cost?

Visit our Products and Pricing page to see all details.

How do i mark a product as fullfilled in my store?

We will actually mark orders as fulfilled on Shopify automatically after an order is shipped out. If you have set Shopify to automatically mark orders as fulfilled, we cannot forward tracking information to your end customer via Shopify’s built-in shipping notification system.

Order Processing Questions

What happens when a customer purchases?

Do I need to do anything when a customer places an order?

  • When one of your customers purchases an item you published using our app, the order is automatically channelled into our system.
  • We print and manufacture your custom designed product according to your and your customer’s specifications.
  • The item is then packed and posted directly to the customer – so you can sit back and relax!
  • When it has been dispatched, the order status in your account will automatically update to Fulfilled.
  • You take the entire payment through Shopify – we bill you separately for the manufacturing and delivery costs. You can view your statements in your app Settings.

Will my customer know that You fulfill my orders?

No, your customer never needs to know we were involved.

How Long does processing take?

Typically 2-4 days to print and manufacture your order.

Please NOTE: Production time is separate from shipping times. Please see our shipping times page.

How do I cancel an order?

Get in touch with our support team (support@wcfulfillment.com) as soon as you know you want to cancel.

You have 24 hours to cancel your order before it’s too late. We will cancel it and refund you, no questions asked within the first 24 hours. After that, all orders will be processed and shipped.

Please note that cancelling an order in your Shopify account will ONLY Work BEFORE we mark an order as in production. After we mark as in production, it will NOT override the status in our app, and the order will still process. We will not be notified of changes you make within your Shopify account and the order will still be shipped (and charged to your account) if you don’t reach out.

How do I edit an Order?

ONLY 24 hours to change or cancel an order.

If changes need to be made to the order please email support@wcfulfillment.com and give them:

  1. Name and email on the order.
  2. Order number.
  3. The changes that need to be made.

It is important that you act swiftly, however, because you ONLY HAVE 24 hours to change or cancel an order.

Why is my order status still 'Pending'?

If an order has been processing for longer than 2 days, there might be a problem. Get in touch with our support team and we’ll look into what the issue could be.

The usual suspects are:

  • Connectivity issues. If Shopify goes down around the time the order was placed, it may not be transmitted to us correctly.
  • Billing problems. If a card charge fails, your account will be temporarily placed on hold until the payment is successful. Check your credit card information is up to date in the app.
  • Please NOTE: we are not liable for losses due to delays caused by delinquent payments.

I've got an order that shows as "Risky", what do I do?

If you want to keep the “Auto Process Risky Orders” option set to “No”, but you have a “risky” order you want to be fulfilled, go to the On-Hold folder where you can review your “risky” orders and decide to cancel them or manually process them using the checkbox next to order and selecting the action you would like to take.

Note that WC Fulfillment assumes no responsibility for fraud.

Can I sell OFFLINE?

Sure, please follow the instructions below to manually create an order.

Once you’ve published a product using our app, you can create a manual order for that product inside Shopify:

  • Come out of the app and go to Shopify > Orders > Create Order.
  • Select the product(s) you want to receive and add your address in the ‘Find or create a customer’ section.
  • Then, simply mark the order as paid – but you must only do this after entering the address. If an order is marked as Paid with an incomplete address, our system will ignore the order.
  • We then bill you for the wholesale cost and shipping fee.

Design & Template File Questions

Which file formats are accepted in the Product Generator?

Images should be in TIFF, JPEG or PNG format.

Are there any color restrictions on products I need to be aware of?

We can print as many colors as you want on your product designs as well as complex images. However, you must make sure your file format is a TIFF, PNG, JPEG and 300 DPI for accurate printing results.

What Pixel size image should I use?

Please download our exact template files from the product spec pages, and do not adjust the image or pixel size.

What DPI should I use?

Designs should use our template files and be 300 DPI.

I Do not Have Photoshop- What do i do?

We have a great video you can watch here: FREE software you can use to prepare template files.

Customer Support Questions

Will My Customers Receive Tracking Number?

Yes, they will, but be aware that tracking is sent to your customer 7 days after ordering to ensure tracking number works and shows info.

You can also see your orders’ tracking numbers from inside the app, under reports tab.

My customers are getting impatient waiting for their order. What should I do?

If your customers are getting impatient while waiting for their order to arrive, don’t worry. Most of the time your customer just wants to know somebody in your company cares and is there to let them know their item(s) are on their way.

We provide customer support scripts you may use to keep your customers calm until their goods arrive. You can download this HERE.

I need help with a customer's order. Who should I contact?

You can always reach us from our Contact Us page.

Or via our LIVE CHAT support app located at the bottom of every page on our website and inside our app.

Please provide customer order #, customer email, and reason for support. We will either reply LIVE or within 6-12 hours.

 

Thank you.