How To Fulfill Orders

Congratulations, you got an order! This article explains how to fulfill your orders. 

A few things to remember:

• You are not paid for an order unless the order is marked shipped, and you must provide a valid tracking number and carrier.
• You can fulfill (mark "shipped") manually one-by-one or via CSV file in bulk. 
• If you already have a system to deal with orders, you can also export order information.
• Per the Merchant Policy "Fulfillment," you must fulfill orders in one to five calendar days
• If an order is not fulfilled (i.e., mark an order "shipped") in five calendar days, it is refunded and the associated product may be disabled. Additionally, the merchant also risks infraction.

Please note that this article walks you through fulfilling a newly-released order. For specific orders that are re-released to merchants based in Mainland China after Wish receives a “Cancelled” tracking status from WishPost, Wish may re-release an already fulfilled order back to merchants for fulfillment again. Learn how to manage re-released WishPost orders.

Notification
We notify you once a day when you have new orders to fulfill. This notification arrives via email to the address you provided. When you log in to the Merchant Dashboard, you will also see a red notification by the tab. The number indicates the number of orders that are new/unacknowledged or have not yet been shipped located on the Orders > Unfulfilled Orders page.

The following instructions offer how to fulfill orders:

• Manually
• Via a CSV File
• Via API
• Using a Single Tracking Number

Manually

Orders awaiting fulfillment are listed on the Orders > Unfulfilled Orders page. Here, you can view order details, edit the shipping address, and mark the order as "shipped." Once again, orders that are not marked as "shipped" within 5 calendar days from the order released time are refunded automatically by Wish. You can see the time left to fulfill under “Days to Fulfill” for each order. The days listed are in calendar days. Learn more about the information you can see in an order.

To fulfill an individual order, simply click "Fulfill" under the "Action" column of that specific order:

You are then taken to a different "Fulfill order" page to enter order origin country/region, shipping carrier, tracking number, and other information:

Please note that you must provide a valid tracking ID when fulfilling newly-released orders or modifying the tracking information of orders already marked “shipped” in order to get paid for fulfilling the order (see the Merchant Policy, "Fees and Payment").

After filling out all information, click "Fulfill order" to complete and mark the order as "shipped."

On the other hand, to fulfill multiple orders simultaneously, simply click on the orders and click "Fulfill."

On the "Fulfill orders" page (similar to the "Fulfill order" page shown above), fill out all information related to the selected orders. Make sure that you input the correct shipping provider and tracking information for each order.

Once you mark orders as "shipped," they move to the Orders > History page. In the meantime, your customers receive an "order shipped" notification along with the tracking information.

Via a CSV File

Merchants who receive a large number of orders each day can fulfill orders in bulk with a CSV file.

To begin, click "Fulfill with CSV" on top of the Orders > Unfulfilled Orders page:

On the page that follows, select the specific group of unfulfilled orders to first download into a CSV file.

After downloading a CSV file, input relevant information into the CSV file (one order per row), including origin country/region, shipping provider, and tracking information. Similarly, you must provide a valid tracking ID when fulfilling newly-released orders or modifying the tracking information of orders already marked “shipped” in order to get paid for fulfilling the order (see the Merchant Policy, "Fees and Payment").

Upload the formatted CSV file after completing the step above.

After submitting your CSV file, you can check the status of your file on the Orders > Unfulfilled Orders page by clicking "View file status" to see the "Bulk fulfill history" page.

Via API

You may also fulfill orders via API. To learn more, please visit the v3 Orders API documentation.

Similarly, the ‘tracking_number’ is a required parameter as you use the following API endpoints to fulfill orders or modify tracking:

• /api/v2/order/fulfill-one
• /api/v2/modify-tracking

Using a Single Tracking Number

To help merchants save on logistics costs, orders that meet the following criteria may be fulfilled and marked “shipped” together using the same tracking number:

• The orders’ recipient names are identical (case insensitive);
• The orders’ shipping addresses are identical (case insensitive);
• The orders are released within 5 calendar days from one another.

Example 1: Order A is released on Day 1 and order B on Day 3; order A and B share the same recipient name and shipping address. In this scenario, merchants may fulfill and mark these two orders as “shipped” together using the same tracking number.

Example 2: Order A is released on Day 1 and order B is released on Day 7; order A and B share the same recipient name and shipping address. Merchants may not fulfill and mark these orders as “shipped” together using the same tracking number, because the orders were not released within 5 calendar days from each other.

Example 3: Order A is released on Day 1, order B released on Day 4, and order C released on Day 7; order A, B, and C all share the same recipient name and shipping address. Since orders A and B are released within five calendar days from each other, merchants may fulfill and mark these orders as “shipped” together using the same tracking number. Similar logic applies to orders B and C.

However, order A and C were NOT released within five calendar days from each other. 

Therefore, the merchant may choose to fulfill orders A and B together with the same tracking number, but order C may not be fulfilled together in this case with orders A and B (i.e., order C may not be marked as “shipped” using the same tracking number as that of orders A and B).

Similarly, the merchant may choose to fulfill orders B and C together with the same tracking number, but order A may not be fulfilled together in this case with orders B and C.

In some cases, orders that meet the above criteria are subject to different logistics timeline requirements and policies. Even though they may be fulfilled and marked as “shipped” together with the same tracking number, merchants should follow the strictest requirements that one or some of these orders are subject to when fulfilling them.

Example: Orders A and B meet the above three criteria; order A is a Wish Express order, while order B is not. If a merchant chooses to fulfill and mark orders A and B as “shipped” together with the same tracking number, the merchant should follow the Wish Express fulfillment requirements when shipping these two orders, so that the merchant complies with all relevant fulfillment policies.

In some other situations, if a merchant indeed fulfilled orders A and order B that meet the above criteria together (same package and tracking number), but only marked order A as “shipped,” and missed marking order B as “shipped” with the same tracking number, merchants are able to re-use order A’s tracking number for order B at a later time, even if the tracking number already shows a confirmed fulfillment timestamp for order A.