Responsibilities: The Ship Essential Team and our Brand Partners

During the onboarding process we will integrate your store with our WMS and walk you through some of the most crucial functionality. We’ll make sure you know how to do things like upload a PO, check your inventory, and manage your orders. After your onboarding is complete, we are available to help you get up to speed if there are any gaps in your knowledge about how to use the WMS.

Our knowledgebase is a valuable resource for our brands. We document how to use different features of the WMS, best practices for managing your inventory and orders, and detail our standard operating procedures, SLA’s, and policies. We are constantly updating the guides, so it’s a good idea to check back with them regularly. From time to time, we’ll email you highlighting updates we’ve made to the knowledgebase. Have an idea for an article or see that we’ve missed something? Let us know and we’ll put something together!

We are warehouse operations experts. We’ll take care of all the receiving, picking, packing, and returns processing so you can focus on growing your business. We work diligently to maintain our SLA promises to you. We have built a highly efficient, automated fulfillment system that is designed to handle the stress of massive inventory deliveries and high-volume product drops, and we’re constantly improving. Leave the heavy lifting to us.

Our processes may be automated, but they’re designed to catch errors and potential issues with orders before they ship out. If our system detects an address that is undeliverable, or an issue with the shipping service, we’ll reach out to you through our support@shipessential.com email for your guidance.

We create automation rules within our WMS to make the fulfillment process run smoothly. Automation rules are “if then” settings in our WMS that take the guesswork out of warehouse tasks such as picking and packing. They allow us to customize workflows to accommodate your specific fulfillment needs.

Our Customer Support team is here to support you and to help you stress less and grow more. Simply submit a support ticket to support@shipessential.com. Our Customer Support Specialist works in our warehouse, so they have a direct line of communication with all the folks to manage your inventory and get your orders out the door.

Before sending inventory to our warehouse, we ask that you upload a Purchase Order (PO) into ShipHero. This lets us know that we should be expecting a delivery from you, and a sense of what to expect. The uploading process is simple, and can be achieved using a .csv file. Without a PO, we will be unable to receive inventory into our system. Deliveries that arrive without a PO may be subject to additional daily storage fees. Please see our how-to guide here.

We recommend checking in on your inventory levels and orders on a regular basis, preferably daily. Depending on your settings, you may run into situations where orders have been placed but no inventory exists. Our warehouse is optimized to focus on fulfilling only orders that are ready to ship, and our team does not actively monitor backordered inventory or partially allocated orders.

Post-purchase address changes, order cancellations, and requests for shipping upgrades are a fact of life in the world of e-commerce. With your ShipHero login credentials, you are able to make modifications to pending orders before they ship. Please see our how-to guide here.

Orders may be placed on hold for one of three reasons: they have been flagged as a fraud risk, the address has issues, or there are issues with payment. Our warehouse is optimized to focus on fulfilling only orders that are ready to ship, and our team does not actively monitor orders with holds.

There are a number of reporting features that you have access through in ShipHero. Click on the Reports link at the top of your ShipHero dashboard to generate reports that will detail shipments, stale inventory, inventory change history, and more.