Pending
Orders waiting to be processed. Ready for fulfillment once inventory is available.
Frequently Asked Questions (FAQ)
Have a question? Check here first for quick answers to the most common questions about ShipEdge Core.
Account & Access
Section titled “Account & Access”How do I log in to ShipEdge Core?
Section titled “How do I log in to ShipEdge Core?”Use your username and password on the login page. Your username is typically your email address. If you’ve forgotten your password, contact your account administrator or submit a support ticket.
How do I change my password?
Section titled “How do I change my password?”Go to your account settings and select “Change Password”. Enter your current password, then your new password twice to confirm. Save your changes.
What’s the difference between OMS and WMS?
Section titled “What’s the difference between OMS and WMS?”- OMS (Order Management System): For sellers and merchants managing orders, inventory, and customer relationships
- WMS (Warehouse Management System): For warehouse staff managing fulfillment, picking, packing, and shipping operations
Your account type determines which features and views you can access.
How do I request API access?
Section titled “How do I request API access?”API access requires approval and may have monthly charges. Submit a support ticket through the help widget requesting API access. Include information about your intended use case.
Can I have multiple users on my account?
Section titled “Can I have multiple users on my account?”Yes. Account administrators can create and manage multiple users with different permission levels. Each user has their own login credentials.
Orders
Section titled “Orders”What do the different order statuses mean?
Section titled “What do the different order statuses mean?”Processing
Orders actively being picked, packed, and prepared for shipment in the warehouse.
Shipped
Orders that have been shipped to customers with tracking numbers assigned.
Backorder
Orders with items out of stock. These wait for inventory to be replenished.
Hold
Orders temporarily paused from processing. Can be released when ready.
Cancelled
Orders that have been cancelled and will not be fulfilled.
How do I create an order?
Section titled “How do I create an order?”Go to Orders and click “Create Order” or “Add New”. Fill in the customer information, shipping address, and order items. Save the order when complete.
Can I edit an order after creating it?
Section titled “Can I edit an order after creating it?”Yes, you can edit orders that are in Pending status. Once an order moves to Processing or Shipped, editing may be limited. Check the order status before making changes.
How do I cancel an order?
Section titled “How do I cancel an order?”Open the order and look for the cancel option. Cancelled orders cannot be fulfilled. Some orders may have cancellation fees depending on your account settings.
What happens if an order can’t be fulfilled?
Section titled “What happens if an order can’t be fulfilled?”Orders with insufficient inventory go to Backorder status. They automatically move to Processing once inventory becomes available. You can also manually manage backorders.
How do I create a support ticket for a specific order?
Section titled “How do I create a support ticket for a specific order?”Open the order preview page and click “New Support Ticket”. This automatically includes order details like order number, shipping information, and tracking number in your ticket.
Inventory
Section titled “Inventory”How do I add inventory to the system?
Section titled “How do I add inventory to the system?”Use the Replenishment feature to add inventory. Create a replenishment request with your products and quantities. Once received at the warehouse, inventory is added to your account.
How often does inventory sync with my sales channels?
Section titled “How often does inventory sync with my sales channels?”Inventory syncs automatically based on your integration settings:
- Orders: Sync in real-time when created
- Products and Inventory: Sync every 5 minutes by default, or instantly with webhooks enabled
What if my inventory levels don’t match?
Section titled “What if my inventory levels don’t match?”Check the inventory sync logs in your integration settings. If there’s a mismatch, you can manually adjust inventory or contact support for help troubleshooting the sync.
How do I adjust inventory quantities?
Section titled “How do I adjust inventory quantities?”Go to Inventory and find the product you need to adjust. Use the adjustment feature to increase or decrease quantities. Document the reason for the adjustment.
What is a SKU?
Section titled “What is a SKU?”SKU stands for Stock Keeping Unit. It’s a unique identifier for each product variant in your inventory. Each SKU represents a specific product with specific attributes (size, color, etc.).
Integrations
Section titled “Integrations”How do I connect my sales channel?
Section titled “How do I connect my sales channel?”Go to Integrations and select your platform (Shopify, Amazon, etc.). Click “Connect” and authorize ShipEdge to access your account. Configure what you want to sync (orders, products, inventory).
How much do integrations cost?
Section titled “How much do integrations cost?”Integrations are included with your ShipEdge subscription. There are no per-integration fees.
Can I connect multiple stores from the same platform?
Section titled “Can I connect multiple stores from the same platform?”Yes. You can connect as many stores as you need from platforms like Shopify or Amazon. Each store syncs independently.
What gets synced between ShipEdge and my sales channels?
Section titled “What gets synced between ShipEdge and my sales channels?”Orders: Order details, customer information, shipping addresses, order status
Products: Product names, SKUs, descriptions, variants, images, pricing
Inventory: Stock quantities by location, low stock alerts, inventory updates
How do I pause syncing temporarily?
Section titled “How do I pause syncing temporarily?”Go to your integration settings and toggle “Sync Active” to OFF. Syncing stops immediately. You can resume anytime by turning it back ON.
What if I sell the same product on multiple channels?
Section titled “What if I sell the same product on multiple channels?”ShipEdge matches products by SKU automatically. Inventory stays synced across all channels, preventing overselling.
Billing & Payments
Section titled “Billing & Payments”How do I view my invoices?
Section titled “How do I view my invoices?”Go to Account → Statements & Invoices to view your billing history. You can download invoices and view payment details.
How are fees calculated?
Section titled “How are fees calculated?”Fees depend on your pricing plan and include:
- Order processing fees
- Storage fees (based on space used)
- Shipping costs
- Handling fees
- Any additional services used
Check your pricing plan details in Account settings.
How do I dispute a charge?
Section titled “How do I dispute a charge?”You have 60 days to dispute any transaction. Submit a support ticket under billing with:
- Transaction date
- Transaction description
- Explanation of the problem
- Desired adjustment
When will I be billed?
Section titled “When will I be billed?”Billing cycles vary by account. Check your account settings for your specific billing cycle and next billing date.
Shipping & Labels
Section titled “Shipping & Labels”How do I print shipping labels?
Section titled “How do I print shipping labels?”Go to Shipping Labels and select the orders you want to ship. Choose your carrier and shipping method, then print the labels.
Can I use my own carrier account?
Section titled “Can I use my own carrier account?”Yes. You can configure your carrier accounts in Settings. ShipEdge will use your account for shipping calculations and label printing.
How do I update tracking numbers?
Section titled “How do I update tracking numbers?”Tracking numbers are automatically updated when labels are printed. You can also manually update tracking in the order details if needed.
What carriers are supported?
Section titled “What carriers are supported?”ShipEdge supports major carriers including UPS, FedEx, USPS, and others. Check your integration settings for available carriers in your region.
Troubleshooting
Section titled “Troubleshooting”The help widget doesn’t appear
Section titled “The help widget doesn’t appear”Try these solutions:
- Refresh the page (press
F5orCtrl+R) - Disable pop-up blockers for ShipEdge Core
- Clear your browser cache
- Try a different browser
Orders aren’t syncing from my sales channel
Section titled “Orders aren’t syncing from my sales channel”Check these:
- Verify the integration is active and connected
- Check that order sync is enabled in integration settings
- Look for error messages in the sync log
- Try clicking “Force Sync” to trigger a manual refresh
Inventory levels are incorrect
Section titled “Inventory levels are incorrect”Solutions:
- Check sync logs for errors
- Verify products are matched correctly by SKU
- Check for recent inventory adjustments
- Contact support if the issue persists
I can’t log in
Section titled “I can’t log in”Try these steps:
- Verify your username and password are correct
- Check that your account is activated
- Clear your browser cookies and cache
- Contact your account administrator or support
Chat support isn’t available
Section titled “Chat support isn’t available”Live chat is only available for WMS users when enabled by your warehouse administrator. If you don’t see the chat icon:
- Contact your warehouse administrator to enable chat
- Verify you’re logged in as a WMS user
- Use the support ticket system instead
API & Developers
Section titled “API & Developers”How do I get API access?
Section titled “How do I get API access?”Submit a support ticket requesting API access. Include information about your use case. API access requires approval and may have monthly charges.
What API versions are available?
Section titled “What API versions are available?”ShipEdge offers:
- REST API v4: Modern API for both OMS and WMS operations
- API v2: Legacy API (still supported)
- Swagger Documentation: Interactive API documentation
Where can I find API documentation?
Section titled “Where can I find API documentation?”Check the API Documentation section for complete guides, authentication details, and endpoint references.
How do I authenticate with the API?
Section titled “How do I authenticate with the API?”Use JWT (JSON Web Tokens) for authentication. Get your API credentials from your account settings after API access is approved.
Support & Help
Section titled “Support & Help”How do I contact support?
Section titled “How do I contact support?”The best way is through the support ticket system:
- Click the help widget icon (bottom-right corner)
- Click “Submit Ticket”
- Fill out the form with your question
- Submit and wait for a response
What information should I include in a support ticket?
Section titled “What information should I include in a support ticket?”Include:
- Clear description of your issue
- Error messages (copy the full text)
- Steps to reproduce the problem
- Page URL where the issue occurs
- Screenshots if helpful
How quickly will I get a response?
Section titled “How quickly will I get a response?”- General Support: 24-48 hours during business days
- Urgent Issues: Priority response for critical problems
- Live Chat: Real-time during business hours (WMS users only)
Can I create a ticket from an order page?
Section titled “Can I create a ticket from an order page?”Yes. Open the order and click “New Support Ticket”. This automatically includes order details in your ticket.
Where can I find more help?
Section titled “Where can I find more help?”- Documentation: Search using
⌘KorCtrl+K - Help Center: Click the help widget icon
- Support Tickets: Submit through the help widget
- Live Chat: Available for WMS users when enabled
Related Resources
Section titled “Related Resources”Getting Help
Learn about all the ways to get assistance with ShipEdge Core.
Contact Support
Need personalized help? Contact our support team directly.
Troubleshooting Guide
Step-by-step solutions for common problems.
Documentation
Explore our complete documentation library.