Order Processing & Fulfillment FAQ

1. Why hasn't the 3PL come to pickup the order?

3PLs have 2 business days to pickup from the date you processed the order to "Ready to Ship". Please do raise a ticket to SHD if pickup still hasn't been done by the 2nd business day. You can submit a ticket using this form (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new).

2. In what situations are customers allowed to cancel orders?

Customers are only allowed to cancel orders when in "Pending" status.

3. When will the Zalora System automatically cancel orders and penalize me?

4. I need additional time to process my orders! Can I request for additional time?

Yes you can, please submit Lead Time Extension Request using this form (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new).

5. Help! I can't print my AWB

Please submit a ticket to SHD containing screenshots and the impacted order number. You can submit a ticket using this form (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new).

6. The order has been delivered but it hasn't reflected in the system.

Please allow up to 3 business days for the order status to be reflected. If it is still not updated, do raise a ticket to SHD, stating the order number for this. You can submit a ticket using this form (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new).

7. I would like to know more about Order Processing & Fulfillment.

Please visit the Seller Academy Section of this Knowledge base. You can click here (https://seller-helpdesk.zalora-ops.com/en/support/solutions/articles/76000057791-order-fulfilment).