Frequently asked questions
Which parcel carriers do you work with?
We work with all leading parcel carriers to always guarantee the best value for money. We decide case by case which carrier is the best fit.
How long does it take until I can start shipping with Zenfulfillment?
That depends on your requirements and how much stock you send to our warehouses. Once your goods arrive, we can usually start shipping within 3-5 business days.
Which warehouse should I send my goods to?
Our warehouse is located in Nesse-Apfelstädt, near Erfurt.
You'll find the exact address in our delivery guidelines
How are my goods packed?
We always ship goods in our neutral shipping packaging. From certain shipping volumes, we're happy to discuss custom packaging and packing schemes at any time. Just clarify this with our sales team.
What is Zenrush?
Zenrush is Europe's first Prime equivalent for online shops, with competitive shipping rates. To use Zenrush, you need to be a Zenfulfillment customer with your products stored in our fulfillment center. You can then switch Zenrush live quickly and easily by embedding the Zenrush front-end badge in a few clicks and setting up the shipping option in your shop system. Your customers then see on the product page and at checkout how long they have to complete their order, plus the delivery date. As a rule, your customers can order until 6:45 pm and receive their order the very next day.
Is Zenrush free?
For end customers, Zenrush Premium Shipping is usually free. Depending on your customers' ordering behavior, your average shipping cost is €0.80 - €1.20 higher. Some retailers cover this cost, others tie the option to a higher minimum order value or offer Zenrush with a shipping fee.
When does my customer receive the parcel with Zenrush?
Both on the product details and at checkout, your customer sees by when they need to order to receive the parcel on the forecast delivery date. Usually the next business day.
Which carrier does Zenrush use?
Zenrush only works with established parcel carriers that meet Zenfulfillment's high quality standards.
In which countries is Zenrush available?
Zenrush is currently available across Germany and offers reliable next-day delivery to the entire mainland.
How often do I need to create an inbound delivery?
Every time you send goods to us, you need to create an inbound delivery.
How do I create an inbound delivery?
1. Log in to your Zenfulfillment account.
2. Go to inbound deliveries.
3. Click the green button at the top right: “New inbound delivery”.
4. Select the SKUs you'll send us and enter the quantity that will arrive for each SKU.
5. Click “Next”.
6. Select the shipment type.
7. Enter the number of parcels or pallets that will arrive.
8. Select the delivery date (no problem if the shipment arrives late or early).
9. Click create inbound delivery.
10. The reference number (ZF …) of the inbound delivery must be noted on the parcels or the delivery note.
The ZF number lets us assign the goods to your account at goods receipt.
What do I need to consider when my goods are delivered by freight forwarder?
Before the goods are delivered, the delivery must be pre-announced. This is usually done by your freight forwarder. Here are the requirements:
- Make sure you've created an inbound delivery in Zenfulfillment
- The pre-announcement must be made at least 48 hours before the planned delivery
- Pre-announcements are sent by email to: DE-ERF-SUE7-Avis-Stiftung@fiege.com
- Required information:
1. Name of the freight forwarder
2. Reference number of the inbound delivery (ZF…)
3. Requested delivery date
4. Number of pallets or parcels
5. Dimensions and weight of the pallets or parcels
How do I cancel an order?
First, check the status of the order you want to cancel. To do so, log in to your Zenfulfillment account and search for the order under “Orders”.
Status “Pending” or “In progress” :
You use Shopify, Billbee or WooCommerce:
You can simply cancel the order in your shop system.
You're connected via the API:
1. Click the order
2. Click the red button at the top right: “Cancel”
Status “Picked”: Contact our support so the order can be put back into stock.
Status “Packed” or “Shipped”:
These orders can no longer be stopped.
The best solution is for your customers to refuse the parcel on delivery. It will then automatically return to our warehouse.
My order doesn't show up in Zenfulfillment
First of all, make sure that all SKUs in the order can be found in Zenfulfillment under “Inventory”. If the order contains an SKU that can't be found, replace it with one that appears in your inventory. Then please contact our support to retrieve the order.
If you use Billbee: make sure the order has the “zenfulfillment” tag in Billbee.
My order isn't being processed
If an order has had the status “Pending” for several days, we recommend checking the following first:
- Check inventory:
Make sure all items in the order are in stock. Even if just one item in the order is out of stock, the order can't be processed. In this case, you can still change the order (in your shop system).
- I use Shopify and an order isn't being processed:
In Shopify, there's a “Request fulfillment” button. Once you've clicked it, the quantity of ordered products changes to 0. This means the order can't be processed, because we'd be shipping 0 items.
→ Please don't click the “Request fulfillment” button
If you've requested fulfillment, cancel the order and create a new one.
- Contact support
If none of the points above apply to you, contact our support: support@zenfulfillment.com
It may also be a transmission error. Send our support the order's reference number and we'll be happy to look into it.
How do I create a bundle?
If you don't use Billbee as your shop system, email our support so we can configure the bundle in our backend.
Required information:
- SKU of the bundle
- SKUs of the items in the bundle, with quantities
I use Billbee:
1. Log in to your Billbee account and go to the item.
2. Select the item you want to set up as a bundle.
3. Change the item type from “Normal” to “Bill of materials”
4. Select “Bill of materials” in the top bar
5. Add the items the bundle should contain, incl. quantities.
6. Select the option: “Add individual items of the bill of materials to the order on import”.
7. Click Save
8. Log in to your Zenfulfillment account
9. Find the item under “Inventory”
10. Click the item.
11. Deactivate the item with the “Deactivate” button (top right)
How do I get a return label?
You can contact our support to request a return label. Please note that we can only create return labels for countries within the EU. Label prices depend on the sender's country.
However, we only recommend using this in exceptional cases.
If you'd like your own returns portal, talk to our sales team.
What happens if a parcel isn't delivered and goes back to the warehouse?
Parcels can be returned to the warehouse if a parcel isn't collected from a parcel shop within the carrier's holding period (1-2 weeks, depending on the carrier), or if the parcel was refused.
If the order should be shipped again, simply create a new order in your shop system. The new order will be processed as usual.
When are invoices issued?
You receive an invoice from us every 10 days for the services provided (on the 10th, the 20th and at the end of each month).
My order is marked as shipped, but hasn't received a first scan from the carrier yet
Carriers collect parcels once a day, Monday to Friday. After the parcels have been collected, we keep packing orders. This means some orders are completed with the status “Shipped” and are ready for the next pickup.
Can I use DHL too?
Yes, you can also ship your parcels with DHL. Please contact our sales team to find out more about shipping with DHL.
What does the contract for working together look like?
Our terms and conditions form the basis of the contract. You can find them here
How long does the contract run?
There's no minimum contract term. You can end our partnership at any time with 3 months' notice.
How do I cancel?
To close your account, email us at cancellation@zenfulfillment.com (with the invoice number and your customer number in the subject line).
Our off-boarding team will get in touch with you as soon as possible with instructions on the next steps.