FAQ - Frequently Asked Questions and Answers

Yes, changes are possible, but only until the order reaches the Completion status. Once the order is in the Waiting for carrier status, changes can no longer be made.
You can read more about changing expeditions here: Expedition Changes

Please contact customer support. Cancellation is only possible until the order reaches the Waiting for carrier status. Once the order is cancelled and the goods are returned to stock through the claims department, the final status of the order will be Returned.
You can find more information here: Expedition Changes | Cancellation-of-Order

This is normal. An order that is already in the warehouse must complete the take-out and packing process. Once the cancellation is confirmed and the goods are returned to stock through the claims department, the final status of the order will be Returned.

Each shipment has a tracking number, which you can find in the Expeditions tab in Mailship.
Clicking the tracking number will take you to the shipping carrier's website, where you can see the current status of the order. The tracking number is assigned once the order reaches the Waiting for carrier status.

If the order stays in the Waiting for carrier status for more than 24 hours, it might mean it was not handed over to the carrier or not scanned. In this case, you should:

1. Create a claim in the Mailship portal for the specific order. More info about claims in Mailship can be found here: Claims

2. The claims department will check the shipment status and inform you about the next steps.

Order synchronization can vary depending on the type of integration you use. The most common reasons for sync issues are related to product settings or shipping setup.

Check the following:

• Products: Do they have correct SKU and EAN codes in between the systems?

• Shipping: Is the selected shipping carrier set up correctly?

• Order status: Is the order in a status that allows synchronization?

If the issue is still unclear, please contact our customer support.

In the Mailship portal, you can download a report with an overview of expiration dates (Inventory → Stock → Export with batches), which helps you track expiration dates. More info about exports: Exports in Mailship

If you have products past their expiration date, you can transfer them to the Scraping warehouse.
To do this, please contact customer support — they will handle the transfer for you.

The label “N/A” in stock can appear for virtual products or bundles that don’t have their own stock levels. The stock is shown for the individual products, not for the bundles themselves.

It’s not possible to fully delete a product in Mailship.
If you no longer want to use a product, you can deactivate it and edit its details (e.g., name, EAN, SKU) to reuse them for another product. Inactive products will not appear in orders or sales.

You can find batches in the Mailship portal under Inventory → Stock in the “LOT” column.
You can also export the product list to see all batches at once.

Unfortunately, it’s not possible to edit an existing product to turn batch/LOT validation on or off.
You can find the step-by-step instructions on how to proceed here: Product Changes | LOT-Evidence-Change

The standard inbound time is up to 24 hours, unless further processing is needed.
The goods become available once the stock advice has the status Finished or Partially finished.

Goods without an EAN cannot be inbounded. Contact customer support to agree on a solution — for example, labeling the goods with an EAN sticker.

In Mailship, go to the Expeditions section, find the order, open its details, and scroll down to click Create claim. You can find a detailed guide here: Creating Claim

After the return is stocked in, you can find it in the Claims tab in Mailship. Click on it to see the details — the number of returned items and the condition of the goods.

Please contact our customer support — we will take care of everything. We will need the following details:

• Full name

• Email address

• Phone number

• Organization(s) the user should have access to

More information can be found here: Logging into Mailship | How-to-Create-a-New-User

If you're trying to activate your account or reset your password and haven't received the email, try these steps first:

• Check your spam or bulk mail folder – sometimes the email can end up there.

• Are you using a custom domain email? – If yes, the issue might be on your IT side or with your email administrator. Ask them to check your mailbox settings or email filter.