Frequently asked questions.....
✚ What makes you so different from the many fulfilment companies out there?
We are the ONLY UK fulfilment company to specifically serve online retailers with low order volumes
✚ Do I need to generate a minimum order volume?
No. Obviously we make money from picking and packing orders but as long as you generate some orders throughout the month that's fine.
✚ What happens if in some months I don't generate any orders?
You will just be charged for storage. If you haven't had any orders for 3 months or more we'll politely suggest you save money by taking your stock and waiting for your business to pick up again
✚ Do you charge any set up fees?
✚ Do you charge any fixed fees?
✚ Do I have to sign up for a minimum period?
No. You can open and close your account whenever you like
✚ Are you any good?
We are the ONLY fulfilment company to offer all our clients a 100% guarantee on our pick/pack service. Our unique processes are designed to ensure every parcel is correct before being passed to either courier or Royal Mail.
✚ What does pay-as-you-go actually mean?
Fulfilment pricing can be confusing so we try and keep it simple. We charge per order and we charge you storage per month. That's it.
✚ Why don’t you charge storage by the pallet like everyone else?
The truth is no fulfilment company picks from pallets. Products are placed in bins on shelves so it makes sense we charge only for the space taken up by your products. We use the dimensions of your products to calculate cubic volume and charge per cubic foot per month. So you never get charged for half empty boxes or pallets with only a few boxes.
✚ Why do you bother charging storage this way?
In addition to the explanation above, mainly because it saves each client an average of 30% compared to ordinary pallet counting/charging methods. It is by far the fairest method because you are only charged for the true space occupied by your stock
✚ Your storage charges are cheap, so can I use you just for storage?
No thanks! We are a pay-as-you-go order fulfilment company and make our money when YOU sell your products. Our storage fees contribute to the fixed costs but are not a profit centre.
✚ I have over 2000 different products. Is there an easy way to get them onto your system?
Yes. Your products are uploaded to our secure online Management system (we call it MMS). This is either by uploading a spreadsheet (that we provide) or, if you choose to use our free API (see below) that automates much of the processing, your products can be automatically uploaded from your shopping cart software. We require the dimensions and weights of your products so we can plan our batch picking process efficiently (e.g. furniture is not batched picked with jewellery) and make sure you are not overcharged for overseas shipments (size IS important for overseas shipping), plus we need a barcode for accurate picking and packing.
✚ Why do you insist on all products having barcodes?
Quite simply, barcoding is the most proven and established method of accurately identifying products. Given the many thousands of products in our warehouses, many with different variations, language versions, different sizes, boxed sets etc, it is not realistic to expect staff to manage all these products without the assistance of technology. By using barcodes we can employ some very smart ideas, we manage to build our economies of scale across all our clients and so offer a cost effective service to all types of businesses, regardless of your daily order volumes.
✚ I need to know about any shortfalls in deliveries asap, so a box count is not sufficient.
We agree. We can scan every item into our warehouse and locate them into our storage system. That’s right; EVERY item is scanned into our warehouse so you can quickly identify any shortfall in your deliveries.
✚ Can I visit your Warehouse?
Sure. You are welcome to visit our facilities at anytime but we do need as much notice as possible as we must accompany you on our premises at all times.
✚ Can I access my products for stock checks etc?
With regard to stock checks and any work involved on your products, whilst we appreciate your help, these services must be performed by our staff as the responsibility for getting it right is ours not yours. E.g. If products are miscounted this will be our problem to resolve. As you would imagine, we have robust stock control procedures so any of your colleagues assisting us MUST comply with our process. The time taken for any work on your products is charged by the hour.
✚ How do I get my orders onto your system?
For maximum efficiency, we strongly recommend automating this process. Simply by connecting with our pre-integrated shopping carts or marketaplces we can collect your orders directly from your accounts. For carts and marketplaces not pre-integrated you can use our free API tool which allows your shopping cart to be securely integrated to our system and therefore automate the generation of all of your orders. This integration tool also enables information to be fed back into your software such as parcel tracking numbers, order despatch confirmation (you may want to send an email to your customers) as well as real-time stock data. This is a free tool and we strongly recommend our clients use this to free themselves from entering orders every day.
✚ How quickly can you process my orders?
Consumer orders received by 3.00pm will always be despatched the same day. Wholesale & Trade/Retail Store orders within 48 hours (2 working days) of the order being placed and large campaigns such as Daily Deals, 72 hours (three working days) to allow for the increase in order volume.
✚ How quickly can you process my International Orders?
International orders received by 3.00pm being sent via Royal Mail will be despatched that day. International Courier orders will be despatched the same day but collected by the Couriers the next working day. With regards to the first shipping day this is the first working day after the collection. Once the parcel has left myWarehouse Ltd the tracking of the parcel is the responsibility of the Client and any further customs/duty information required will need to be proved by the owner of the goods. Once the Courier contact us at myWarehouse Ltd requesting further details we will pass on your contact details for them to contact you direct. (The reason why it is done in this way is due to Customs requiring in-depth information such as ingredients and manufacturing details). All International orders require a telephone number.
✚ How much do you charge for packaging?
To ensure the most appropriate outer (and in-fill) packaging is selected for every order, we rely upon the most effective decision making machine we know.....our packing team! To simplify recharging the packaging costs we charge you a fixed price per order. This price will be quoted once we understand both your product profile (number of large and small items) and your order profile (e.g. every jewellery order gets a free wooden cabinet!).
✚ As a pay-as-you-go fulfilment company, do I get an invoice for every order?
No. We operate a pay-as-you-go funding service so initially you top up your account with a small amount of money and every day you will see your balance lowered by your fulfilment activity. As we charge everything on a per activity basis (except storage) you can easily see how your money is being allocated against your orders. Every month we issue you with a VAT invoice detailing your month’s activity together with a detailed breakdown of your transport costs to order level. You create a top up level for your account and when your balance falls below this value you will receive an email warning you to top up soon.
✚ Do you offer account management?
No. Account managers add cost and delay in replying to client queries. Instead you have direct access to our ops team
✚ If you don’t have any account managers, how do I contact you for any queries?
Customer service issues are managed by all of our operations staff. As our service to you is predominantly operational, it makes sense that your queries and questions are directly answered by our operations team. To facilitate this we operate an online ticketing system where each ticket raised is replied within 1 hour and resolved just as soon as possible.
✚ Is myWarehouse the best order fulfilment solution for every client?
No, not always. Whilst our service is the only order fulfilment service for every kind of online retailer (start-up, SME and major retailers), some clients want to outsource the overall management of their online store. We do not, for example, process payments, provide marketing services or sell any software. Whilst we do not provide these additional services, we are very keen in introducing our clients to other companies which we know can help them succeed. For example, we work with many ecommerce companies that provide a ‘pre-integrated’ myWarehouse solution into their shopping cart software. We also work very closely with EBAY and AMAZON, allowing clients to sell their products via different channels without the concern of managing stock on different systems. We also work with accountancy firms, software companies, marketing agencies and many others and we encourage our clients to meet with our partners as we know their credentials and can be impartial in our recommendations.
We hope these answers have given you a better understanding of our service. It is a trite saying, but as your success is our success (quite literally as your order volumes generate our turnover), we remain passionate about helping our clients be more successful and efficient in any way we can. Our services and partnerships are all focused on you achieving great feedback and repeat business from your customers, as well as offering you more opportunities for you to sell more and, wherever we can, make life easier for you in reducing the time you spend on operational matters so you can spend more time on growing your online business.
If you think we are the right partner for your business, we look forward to working with you.