Catalog Access
Error: Team Member cannot access Dropship tab
In order for Team Members to view the Dropship Catalog, the Permission “View the Dropship Catalog” must be selected.
Payments, Fees, and Pricing
Error: I have a deduction/negative amount/transfer in my CS Payments transactions
This is a fee for dropship sample orders, certain customer orders, or a fee related to the pricing of dropship products. You can see a breakdown of these fees in the My Invoices tab under Dropship Costs.
For example, if you choose not to exclude dropship products from coupons, and the coupon drops the product below the unit value (amount owed) for the product, you will be charged for the difference in price.
Another example would be if the customer uses store credit to pay for a dropship order, the supplier doesn’t receive the credit amount, you do. So the amount is charged to you.
Error: I'm unable to increase the retail price for a dropship product
You can only increase the price up to 30%. If the item is showing a 30% margin, it cannot be increased any higher.
Samples
I need to return a dropship sample
- While a few suppliers may accept sample returns most samples are not returnable, especially samples that are consumable or have been tested/opened.
- If the incorrect sample is received, please contact CommentSold support and we will work with the supplier to either refund the purchase or get the correct item sent out.
I ordered a sample for a dropship item that is now showing out of stock
If an item sold out or never shipped, then the you will be refunded and notified. There is no action required on your part.
Customer Experience
Customer unable to select local pickup
Shoppers will not be able to checkout using local pickup if a Dropship product is in their cart. If their order contains other items that are not Dropship products, you can split the order manually after their purchase and switch the split order to local pickup.
Customer had items carted but is now showing out of stock at checkout
All dropship products are first paid first served. Shoppers who complete checkout first will secure their items before shoppers who still have the items in cart. This applies to all dropship products regardless of shop settings.
Customer has multiple shipping charges or shipping charges higher than expected
Here are some things to note:
- If a customer has a regular item and a Dropship item in their cart, they will see regular shipping fees and Dropship Shipping fees in their cart.
- Dropship items do not count toward subtotal minimums that trigger Free Shipping settings.
- Free shipping settings, including Free Shipping enabled at the customer level, do not apply to dropship items and customers will still be charged the shipping rate set by the supplier.
- Products fulfilled from different suppliers have separate shipping charges, even if you have the "Use my own shipping rules" setting enabled, and are charged separate shipping costs when ordered together.
Customer placed an order to be shipped to Canada but it has not been updated with shipping info
Dropship suppliers currently cannot ship to Canada. Orders with Canadian shipping addresses will be cancelled and you will be notified by the supplier.
Some suppliers actively prevent these orders from being placed. In those instances, your customer will see an “item can’t be shipped to an address outside of the allowed countries” error when trying to checkout.
Products & Inventory
Item showing out of stock to customers but shows inventory in Product details
CS is designed to display products only when we have a minimum of 10 units available in any given size. As a result, while an item may have a few units in inventory, they may be shown as "Out of Stock" online until the inventory meets the required threshold for display.
Sale price not showing for customer
Dropshipping products can be put on sale, but sale prices will not apply if they drop the price below the minimum price.
Dropship product won’t sync to Tiktok
Only products from suppliers approved by Tiktok will sync to Tiktok.
Products added from other suppliers will show the Tiktok sync section greyed out in the product details.
Orders and Refunds
How do I get an order status update?
Processing/shipping for Dropship supplier can take anywhere from 2-15 days. We are unable to provide order updates within this timeframe as they may still be processing.
Some products will have specified processing/shipping times in the Product Description.
If the order is beyond the processing timeframe, please contact CommentSold Support for an order update.
I refunded a dropship order but I did not get a refund for the costs
- If you refunded the customer before receiving approval for the return from the supplier, we cannot guarantee the supplier will refund the order.
- Check the order approval & refund status: Go to Dropship.
- Select Reports.
- Select CS Dropship Refunds.
- Search for the desired order.
- If the return was approved, check your CSPay balance for the refunded amount.
How do customers submit return requests?
If you use our Redo Returns integration, customers can submit dropship returns through your returns portal.
If you do not use this integration, customers can submit returns through your shop returns link, which is your shop URL followed by /partner-returns. (https://SHOPURL/partner-returns)
Read more about processing and handling Dropship returns here.