How can we help?

How do you handle orders that are returned because of a wrong address?

If there is a return-to-sender (RTS) package, SPOD will contact you and provide two options:

  • SPOD will collect RTS orders and send them to the merchants once per quarter
  • Merchant provides SPOD with a new delivery address, and SPOD will reship the package with secondary shipping costs applied.

If you do not react to our messages within 30-days, the order will be destroyed. You still will be responsible for paying for RTS orders, and there are no refunds.

The RTS address is the same as the SPOD address.

Tracked packages can be monitored via the tracking status. Domestic packages are tracked, whereas international ones are not.

Any claim needs to be made no later than 30 days after the product’s expected date of arrival.

How do I approve my orders when manual order review is active?

Prior to approving an order and sending the order be fulfilled by SPOD please make sure to check following (once an order is 'In Production' the order cannot be changed):

  • Check that the shipping address is deliverable, e.g. check the shipping is complete and correctly filled out 
  • Check there is a customer name
  • Check the customer has paid

 

If you have activated manual order review, there are two different ways for you to request fulfillment:

Using the Order tab in the Shopify backend

  • Select “Orders” from the vertical left-hand menu of your Shopify dashboard
  • Once the order screen has loaded, select “Tagged with” option under the filter dropdown menu
  • Type “waiting for approval” in the text field and click the “Add filter” button
  • Select the order you want to review by clicking on the order number
  • Confirm that the unfulfilled order is awaiting production from SPOD (see upper part of the order detail tile)
  • Review the order details and confirm that you want the order to go to production by clicking the “Request fulfillment” button
  • You will be redirected to a list of the order items that you’d like to be fulfilled. Click the “Fulfill items” button to finish the approval process.

 

 

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It is essential that you do not mark the order as “fulfilled”, as doing so will result in your products not being produced.

Remember that the application also provides a shortcut for merchants to quickly approve orders.

 

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Using the SPOD app:

  • Open the SPOD app and select the Orders tab
  • Open the Order Detail page by clicking anywhere on the order row
  • Click the Request Fulfillment button 

Please see the screenshots below for how this looks like in the app. 

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What order information does SPOD provide?

When a customer completes an order, merchants will have access to a wealth of information. This means you’ll have the ability to keep tabs on everything that goes into production and shipping.

Specifically, merchants will have access to

  • SPOD tracking ID
  • The specific order’s history
  • A downloadable invoice
  • A comprehensive breakdown of products and shipping costs
  • The ability to duplicate orders (more info below)
  • The ability to contact customer service about a specific order
  • The ability to cancel an order
  • Ability to request fulfillment (more info below)

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Duplicate Orders

If a customer wants to re-order a specific product, you can easily duplicate their previous order. After clicking the “duplicate” button, you’ll automatically be directed to the Shopify interface (with all the relevant order information). If the order is duplicated in Shopify, we’ll still receive all the necessary information.

Request Fulfillment

Merchants can request fulfillment at any time, but this is only relevant for those who have activated “manual order review.” Furthermore, this means that merchants no longer have to rely on the actual Shopify order view.

What do the different order states mean?

SPOD created different payment and fulfillment states for you to understand exactly what is happening with your order. And if there is an issue, this will be clearly highlighted to you. 

Please see the explanations below of the order states. 

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What if there is an issue with the quality of the product?

If the customer has an issue with the quality of the product, they’ll need to contact you directly. You will subsequently contact SPOD. Since we are effectively producing white label products (meaning you, not SPOD, is the one responsible for selling to and interacting with the customers), the customer will have no direct contact with us.

If there is an issue with the product or print quality, we’ll produce a replacement or refund the money to you. The following are considered product-quality issues:

  • Incorrect size, color, product type
  • Incorrect design
  • Misplaced design (incorrect position on print area, incorrect print area)
  • Design not properly applied to product

The following are not considered product-quality issues:

  • Personal taste
  • Product doesn’t fit
  • Unhappiness with color or cut
  • Typos
  • Low design resolution

To confirm any production errors, we’ll need an image of the product, the order ID.

You can find the order ID in your transactions section of the SPOD app.

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What happens with a partial fulfillment?

SPOD cannot process partial fulfillment orders. 

This means, that you can only process an order if you request fulfillment for all the items. 

If you would like some items not to be fulfilled, then you need to cancel the order and place it again with the items removed, and request fulfillment for the complete order. 

What does order needs action mean?

If there is a problem with importing your order into the SPOD app, this will be clearly highlighted to you on the dashboard of the SPOD app. 

Please also check your e-mail as SPOD sends an e-mail as to why an order has failed an import. 

By clicking the "See Orders In Shopify" button, you will taken to the order in Shopify's backend. Here, you are able to fix any issues with the order.

The issue is normally an out of stock product or an issue with the address. 

1. Out of stock items

If an item is out of stock SPOD will not be able to import the product. To check if the item is out of stock you can find the order in the Shopify order page. You can do this by clicking "See orders in Shopify" on the "Needs action" banner on your dashboard. 

There you can find the affected order and by clicking the product name, you can then check the stock level. If there is an out of stock product you have some options: 

  • Contact the customer and ask if they would like a different color of the product. You can then change the product by editing the order on the order page in your Shopify backend. 
  • Wait for the product to come back into stock. 
  • Cancel the order. 

To find the stock of the product you need to find the order in Shopify, please see below on how to do this:

Click the button highlighted below in the SPOD app. 

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In your Shopify backend click on the product name to see the stock states on the next page. 

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2. Address issues

- SPOD cannot import addresses with more than 35 characters on one line, so please check these common errors:

  • The street is too long
  • The street annex is too long.
  • The phone number is too long.
  • The company name is too long.
  • The salutation is too long.
  • The city is too long.
  • The first name is too long.
  • The last name is too long.
  • The iso code is too long.
  • The zip code is too long.  

- SPOD cannot import orders with missing information, so please check these common errors: 

  • The last name field is empty 
  • The zip code field is empty

- SPOD cannot ship to every country in the world. Please check here for the list of countries we cannot ship to. 

By clicking on "See orders in Shopify", you will be lead to the all orders in your Shopify order page that need action. 

You will also find the error message in the Order Detail page. There you can agin click on "See order In Shopify" and will be taken the order page in the Shopify backend to fix any issues with the order.   

How can I contact the customer service and what data do they need?

You can contact our customer service team via service@spod.com  or +1-724-832-6290

For order-related queries, you can contact customer service directly from the Orders page.

If you follow this path, you can send an inquiry via the specific order in question. By clicking anywhere on the order row, it will open up the Order Detail page. There, all the information relating to the order can be found in detail.

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To contact our Customer Service about the order, click on the “More Actions” drop down menu. From there, you will see the “Contact Customer Service” button.

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By clicking this, a new window will open as shown below. Here, you can write directly to SPOD’s customer service team, and they’ll automatically receive all the order information needed to help answer any order-related queries.

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Can an order be changed before it’s shipped?

Once you have approved an order, there is still a chance to edit or cancel the order, but only before it is taken into production. You can cancel the order via "Orders" in Shopify or via the app. 

In Shopify:

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 In the app:

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To change the shipping address in the order details you need to go via the "Orders" option in Shopify, not via the SPOD app.

The same goes for when you want to add or remove items in the order, for which you need to click on "Edit" in the order details. This will lead you to a separate page where you can make the necessary changes:

 

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Once an order moves to "In production" there is no longer an option to edit the details of the order or cancel it. SPOD will not refund orders that need to have details changed, or be canceled.

 

 

 

 

Can I create a manual or draft order?

Merchants have the ability to create “draft orders,” which are orders placed on behalf of the customer. These are similar to standard orders, and we’ll proceed with the traditional process once the payment has been received. All the merchant has to do is send their customer an invoice and await their payment.

It’s important to remember that all orders need a proper shipping address. If the shipping address is incomplete or missing, the orders will not be created. In order to proceed with production, the proper shipping address will need to be submitted.

If you believe the shipping address is correct and the order hasn’t shipped within 48 hours, then please contact support@spod.com.

I clicked “Mark as Fulfilled” despite the order not being fulfilled. What will happen?

 

If you activated manual order review, you’ll have to follow a list of steps to have a relevant order fulfilled. Once you’ve followed all these steps, you may find yourself visiting your “Orders” page. Under each order, you’ll see a “Mark As Fulfilled” button.

DO NOT CLICK THIS BUTTON IF THE ORDER HASN’T BEEN FULFILLED. If you click this button prior to the order being processed and created, your customer may still receive an email announcing that your order has been shipped (which isn’t the case). We also might lose our ability to include the tracking information with the order, leading to unnecessary headaches.

To avoid any confusion, we’ll automatically mark the order(s) as “fulfilled” when the products leave our factory. This is also when we’ll provide you with tracking information (assuming tracking is available for the chosen shipping method).

What happens if the product does not arrive to its destination?

If the product does not arrive to the proper destination, a claim may be filed no later than 30-days from the expected arrival date. Once a claim is filed, the following actions will take place:

  • For untracked packages: merchants will need to confirm the address with the customer before we take any action.
  • For accurate addresses: package will be resent unless the tracking indicates that the product has been delivered. If the package has been delivered, a new package will not be resent. Resent packages will incur a cost to the merchant.
  • For inaccurate addresses: package will be return-to-sender (RTS) [see “how do you handle returned oders?”] and merchant will need to manually place a new order via Shopify.

I’ve set “manual order review” as inactive. Is there a chance the order still won’t go into production?

Short answer: Yes.

Long answer: if you haven’t activated manual order review, orders will normally go straight into production. However, the order will not go into production if the order is currently unpaid. In this scenario, there are two ways the order can be sent into production:

  1. Merchant clicks “request fulfillment” for this applicable order
  2. The customer pays for the order

If either of these tasks are completed, the order will immediately be sent into production.

For more on manual order review, visit here.

What happens when someone places an order?

Watch our Video Tutorial 

 

How to review an order

If you have opted for manual order review , new orders will be marked as “open” in your Shopify order details until you manually approve them for fulfillment. Once you approve the order, we’ll authorize a payment (place a hold) for product/shipping costs with the credit card on file. We’ll then print, pack, and ship the order(s).

There are some checks that you should do before requesting fulfillment:

  • Check that the shipping address is deliverable, e.g. check the shipping is complete and correctly filled out 
  • Check there is a customer name
  • Check the customer has paid

Once the package is shipped, we will:

  • Charge the credit card on file
  • Update the Shopify order status to “fulfilled”

To be clear, there’s a difference between “authorizing” a payment on the credit card and “charging” the credit card. You do not pay a penny until the product has been shipped.

What if manual order review is deactivated?

If manual order review is deactivated, your orders will automatically go into production with no review from you. This means SPOD will:

  • Authorize the payment on the merchant’s credit card
  • Complete the production process
  • Ship the order
  • Charge the merchant’s credit card

 

What happens if there are problems with your payment?

At present we are only accepting credit card payments, but we have plans to support PayPal, ApplePay, etc.

Problems that can occur with credit card payments:

  • Payment authorization isn’t possible
  • Money cannot be captured (received)
  • Credit card information provided is not accurate
  • Credit card has not been activated or is expired
  • Repeated authorizations have resulted in SPOD being flagged by the credit agency

In the case of the latter, you should contact the credit agency contacted directly with verbal approval for authorizations from SPOD/ Spreadshirt Inc.. This often occurs on the first order due to SPOD being a new company making reservations on your card. 

If payment authorization is not possible, we will not be able to proceed to the production phase. The order will be marked “pending payment”, and the merchant will be informed of the issue. The merchant would need to provide new credit card data or check the previous data for any errors.

If you come across any of these issues, you’ll need to delete your credit card info and try again. This is an essential step; you’ll need to re-enter this information even if it’s identical to the previous information you provided.

If your orders are failing payment, we will automatically delete your credit card information and send you an e-mail informing you about this. Please then re-enter your credit card information to solve the issue. 

How do I access my invoices?

To access your invoices, visit the “Order” section in the application. After clicking the button, you’ll be able to view your order list that include SPOD products. You can then select the order and download the invoice, and credit note if a refund has been applied. 

Only finalized orders have invoices, and can be represented as positive amounts (the money that’s been paid to us) or negative amounts (refunds). These invoices are always available.

You can also, on the main order page, "Export as CSV" and download a list of orders and the payment details for your accounts orders. 

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Supported Currencies

SPOD currently has three currency clusters. The actively supported currencies, the passively supported currencies and the unsupported currencies.

SPOD is currently actively supporting USD ($) only. All prices that you can see in the backend are based on tis currency. The passively supported currencies are currencies where we provide prices in the backend and for the Customizer in the frontend. These prices are based on an daily exchange rate. This includes currencies as CAD, EUR, GBP, DKK, PLN, CHF, SEK, AUD.

The unsupported currencies are the currencies we do NOT provide any exchange rates or localized prices for. 

We are working on extending the list of passively supported currencies in the future. 

How does batch authorization payments work?

SPOD has a system called Batch Authorization Payments for processing orders, and the following article explains how it works. 

Once one of the following thresholds is met, SPOD will make a Batch Authorization Payment on your card. 

  • 30 orders 
  • $300 order value

If neither of the above thresholds are in met in 6 hours we will make a Batch Authorization for the amount of orders you have received. Regardless of if you didn't reach 30 orders or $300 in order value, 6 hours after the first order is placed SPOD will make a Batch Authorization Payment. 

Once your products are shipped we will still bill each order separately on your credit card. 

Example 1:

Your shop receives 30 separate orders for a Men's T-Shirt in a time span of 2 hours. As you have reached 30 orders SPOD will make a Batch Authorization Payment of $298.80 on your credit card. 

These orders will be sent to production. 

Once the orders are shipped SPOD will take 30 separate payments of $9.96 from your credit card. 

Example 2:

Your shop receives 4 separate orders for a Men's T-Shirt. 6 hours after the first order was placed SPOD will make a Batch Payment Authorization of $39.84. 

These orders will be sent to production. 

Once the orders are shipped SPOD will take 4 separate payments of $9.96 from your credit card. 

Below is an example of how you can trace the Batch Authorization Payments in your order page in the app. 

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You can search for the Batch ID and it will show every transaction that has been made in that Batch Authorization Payment. 

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Where can I see refunded orders?

Should there be a need for SPOD to refund an order, these can be easily identified in the app on the order page with the tag "Refunded". 

All downloadable order CSV files, and invoices will also show the refunds. 

 

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