FAQ

Close all
Open all

System

  • How long does integration take?

    Integration usually doesn't take much time and depends on key issues: what technical requirements and capabilities your SRM system has, which country you are interested in, etc. In general, the integration takes no more than 3-5 business days.

  • Do you have an API I can review?

    In order to get access to the API documentation you need to register on the website https://app.dropex.net/

    After that you will get access to the API documentation, which you can see at the link https://app.dropex.net/en/package/documentation

  • Do you have a demo of your web portal?

    We do not have a demo version, but you can register on the website https://app.dropex.net/ and see how the system looks like, then contact our team https://dropex.net/#contacts for help in using.

  • What kind of reports can I get in your SRM system?

    You can get the following reports:

    • Report with the current status of all your orders.
    • Stock turnover report.
    • The financial turnover of your virtual balance in your personal account.
  • Can you help me create a website?

    Yes, we are providing this service.

  • Can I cancel my order?

    Yes, we can cancel an order upon your request if the order is in the status - tracker received.

  • Can my customers get sms/email notification of my shipment's progress or status?

    Yes, we can provide this service.

  • How do I change the address on my shipment?

    If the order has received a tracker or has already been sent, we can request redirection from the courier or ask to return the order and send a new one with the correct address - upon your request.

  • How can my customer track their order?

    This is a flexible and fully customised process, our tracking API enables you to display the tracking information on your website to your customer, or let them track the package themself through provided package ID. We also can add a link to sms/email with information about transportation history.

  • How long until there is a tracking number for my customer?

    You receive a track number into your SRM system immediately at the time of order creation. We can also provide a service for you to send instant SMS or a letter with the track number of the parcel to the client.

  • What if I found an error in an Invoice?

    Please inform us immediately, depending on the type of error, we will try to fix the error as soon as possible.

WMS

  • Where do you have warehouses?

    We are processing prompt delivery worldwide, so we have many warehouses located in different countries. For more detailed information, please contact our manager https://dropex.net/#contacts.

  • Do you have any min or max storage requirements?

    No, our clients are able to store as little or as much inventory as they prefer in our order fulfillment warehouse.

  • What type of security do you provide at your warehouse?

    We provide an adequate security system, including an access badge entry, security cameras, fire suppression.

  • What size envelopes and boxes do you keep in stock?

    We have different types and sizes of packages, we will find the best one for you. For more detailed information, please contact our manager https://dropex.net/#contacts

  • Is the Dropex Service logo on the boxes?

    Our corrugated boxes are blank and do not contain any Dropex branding. If you need to make your logo on the boxes, we can provide this service.

  • Can I use my own packaging (with mine logo)?

    Sure, we can ship orders in your packaging.

  • How do I prepare inventory shipments for your facility?

    The warehouse must be notified of an incoming delivery at least 48 hours in advance, and you must create an inbound delivery in your personal account Dropex. The corresponding SKUs and quantities must be clearly indicated on the packing slip. In addition, we need scannable barcodes on each single unit. If your goods arrive at our warehouse without the proper barcode, we can print it for you.

  • Can I make a transfer between the storages in different country locations?

    Yes, we will arrange product transfer for you.

  • Do I have to book in a timeslot for inbound deliveries?

    No you don`t, but the warehouse must be notified of an inbound delivery at least 48 hours in advance and you must create inbound delivery in your personal account.

  • How can I ensure that the entire product I sent was received correctly?

    Products go through a comprehensive acceptance process as soon as it arrives. The quantity and product information is checked and verified against the provided packing slip. Any discrepancies are immediately reported to you by the account manager. After the delivery is accepted we will issue Goods Acceptance Protocol for each incoming delivery.

  • What happens if my stock arrives damaged?

    If any of your goods arrive at our warehouse damaged, we will carry out a photo fixation of all external goods` damage, and we will also issue the relevant documents.

  • What happens if the order needs to be returned due to picking or packing error?

    If an order is returned due to picking or packaging error, Dropex will immediately send a new order to your customer agreeing with you to create a new order in the system. Additionally, we will work to identify the cause of the error in order to help prevent it from happening again in the future.

  • Do you require a barcode for each unit?

    Yes, we require scannable barcodes on each of your items of goods. If your items arrive at our warehouse without scannable barcodes, we can label it for you.

  • Will you relabel a product which comes without a barcode or with a faulty one?

    Yes, we can provide all your products with stickers and labels

  • How do you keep track of inventory?

    Each unit of your product receives an individual SKU and all products are registered in Dropex according to the assigned SKUs. Stock is carefully filled in the system for correct accounting of the goods.

  • Do you conduct stock takes/cycle counts?

    We carry out an inventory according to your request, paying attention to the established conditions under the contract.

  • Are you able to test my products when they are returned?

    Each returned product is checked by the warehouse on the quality of the packaging.

Delivery

  • Do you offer international shipping?

    Yes, of course, please contact our team to clarify information on international shipments from the country do you need https://dropex.net/#contacts.

  • What if my order is lost or damaged by a courier?

    If the order is lost or damaged by the courier, we will inform you immediately. We will also contact the courier to write a claim refund.

  • How long does it take for my order to go out after you receive it?

    The warehouse needs time to process and collect your orders for delivery to the courier. Received orders in specified time (depending on the location of the warehouse you need) will be processed and dispatched on the same day. For more detailed information on shipments you can specify with our manager. https://dropex.net/#contacts.

Finance

  • What payment methods do you accept?credit cards, wire transfers, PayPal and Alipay payments?

    Acceptance of payment from the buyer to the courier - cash on delivery (COD) сurrently. Acceptance of payment from you to the Dropex: bank transfer / webmoney / pioneer / paxum.

  • How is incoming money to my balance in the Dropex system?

    The first charges are based on a deposit to the Dropex bank account. The amount of your deposit will be displayed as a replenishment of your balance. Subsequent charges to the balance are based on receipt of the collected payments by cash on delivery. All accrued amounts will be displayed as your account balance replenishment.

  • How is my balance in my Dropex account debited?

    Your Dropex account debited is carried out in two stages. In the system balance, commissions for basic services are withdrawn immediately upon completion of the service itself. Commissions for additional services are calculated and withdrawn once a week.

  • Do you include an invoice with my orders?

    We are sending parcels with your invoices or insert sheets according to the provided and agreed company information with you.

  • How do I pay fulfillment services?

    The amount of the cost of services is calculated from the amount of collected CODs, which must be transferred to you in accordance with the established procedure. You will not need to make a bank payment on the issued invoice for the services provided.

  • Do you charge extra for boxes?

    If you wish to ship orders in our packages, you will be charged for the price of the package.

  • Can our agreement be terminated by either party with a X day notification?

    This Agreement may be terminated by either party, with or without cause, upon 60 days written notice or in email. Notwithstanding the above, either party may terminate this Agreement upon immediate written notice if the other party has failed to cure a material breach of this Agreement within 15 days following written notice thereof.

General

  • What type of add-on services do you offer?

    1. Inventories upon Client request;
    2. Tax Consulting / Tax Assistance;
    3. Legalization of Products;
    4. Contract Manufacturing;
    5. SMS Support;
    6. Designing websites.
  • How do you handle seasonality?

    We have invested heavily in our systems, processes and training such that we can effectively scale up our operations without degradation of quality or effectiveness.

  • How soon can I onboard my business?

    Our company will help you from scratch in every process - from obtaining quality products that meet all local and international standards under your brand, to receiving payment for the delivered parcel to the client. With our vast experience, we guarantee setting your project much faster than you would have done it yourself or with the help of other resources.