Vendors fulfill orders directly to the client. The platform handles labels and tracking automatically. Here is the workflow.
Receiving an order
When a clinic's client places an order that includes one of your SKUs, you get:
- A push notification (if the dashboard is open)
- An email summary at 9am the next morning (rolled up with overnight orders)
- An entry in the Fulfillment queue in your dashboard
The order shows up with the items, the ship-to address, any handling notes, and a "Print label" button.
Printing the label
Hit "Print label". We pre-paid the label using the carrier you have configured (default UPS Ground; you can switch to USPS, FedEx, or your own account in Settings → Shipping). The label PDF downloads instantly.
If you are using your own carrier account, we generate a manifest you upload to your carrier instead.
What gets shipped
The label is printed at the dimensions and weight you set on each SKU. If your packaging differs from those defaults — say you are bulk-shipping a multi-unit order — there is a "Custom dimensions" link on the label panel.
Tracking back to the client
The carrier scans the label at pickup. The scan auto-updates the order in our system, and the client gets a tracking email seconds later. You do not need to manually mark anything as shipped.
When a package goes missing
If a client says their package never arrived:
- Check the tracking — if it shows delivered but the client says no, the carrier dispute process needs to start within 14 days. The order page has a "Start dispute" button that files automatically.
- If the tracking shows in transit but stalled, the same button files an investigation.
- While the dispute is in progress, the clinic can re-ship at our cost or refund the client. Your choice — both options are on the dispute page.
Returns
If a client returns the product, they ship it back to your address (printed on the return label we generate). When you receive it, scan it as received in the dashboard. The client is refunded automatically.