Frequently Asked Questions

Find out how our customers use Onport to help increase their sales and grow their retail businesses

Order Routing

How to re-sync an order after changes are made?

If there are subsequent setting or data changes on an order after it has already been synced to a vendor (e.g. shipping price or sync setting changes), the order can be re-synced by going into the purchase order in Onport, and clicking on "Mark as unsent" at the top. This will re-send the order, which will include the setting changes.

Re-sync order FAQ

If a dropship vendor cancels an order, does the customer get notified?

Onport does not currently notify the customer, so you would need to get in touch. However, our new returns portal will be fixing this issue for you.

How do I change the price when syncing orders to the vendor's store?

Currently Onport does not support placing orders in the vendor's store within their currency. As a work aroud, you can pass back the order value as the default price in their store, which should be in their currency. To do this, select "Use the default price in their store" under the Orders-tab. change price faq

How can I ensure my vendors are receiving email notifications when they receive orders?

You can enable the "Send order notification" setting. This setting us under Contacts > Orders. You will see this setting there that needs to be enabled:

order notification faq

This setting is usually not on by default, as your vendors typically get notifications from their store

What do I do if I cannot sync orders with my vendor's platform?

There is a different process depending on what platform your vendor uses. The easiest way for the vendor to ship orders if it's not possible to sync directly with their Ecommerce platform, is through the vendor portal.

Where do vendors receive orders?

Your vendors could receive orders from your marketplace in their own Shopify or Ecommerce store, if they are running one. These will be marked as coming from your marketplace.

How do orders look like from the vendor's Shopify account?

If your vendors use Shopify as their platform, they will receive and fulfill orders directly from their Shopify site. They will be able to view all relevant order information from their Orders-tab, and generate the shipping label and packing slip when fulfilling the order. They can also refund the client directly from there.

Learn more about how they view their orders here.

How do I resend an order to a different platform?

In the case that an order has mistakenly been sent to a wrong platform, or there has been a setting or data change, there is a way to re-send it correctly. To do this, you need to first mark the order as unsent. Then, you will be able to select the correct platform and re-send the order. Resend order faq

How can I mark WooCommerce orders as paid when sending an order?

WooCommerce orders can be marked as "processing" when the option "Mark the order as paid immediately" under the Prices - tab is selected.

Inventory & Product Publishing

Is there a way to connect Onport directly to a vendor's inventory system, in the case that the vendor is not on a supported platform?

Using our API it is possible to connect directly to a vendor’s inventory system and keep stock levels automatically synchronized. This feature is currently available on Onport's Plus Plan (formerly Enterprise).

How can a vendor mark an item as Not Dropship?

If a vendor does not want certain items or information to be shared in a marketplace, they can tag these items as no-dropship as default. This will then keep Onport from pulling in the information of the items. Custom tags can be added also, this can be done from the Publishing tab in the inventory feed settings.

What does "TypeError: Invalid attempt to spread non-iterable instance" mean?

When setting up a SquareSpace feed, you may run into the error "TypeError: Invalid attempt to spread non-iterable instance". This error is typically caused by either the fact that the vendor has not authenticated properly, or that the vendor is currently not on a SquareSpace Advanced Commerce plan.

Learn more about how to setup a SquareSpace vendor correctly.

Onport is not fetching the new items that are being updated to the Google Sheet, what could be wrong?

If new items are not being fetched, check that you have not added any blank lines in-between the items. A blank line is read as the end of the document by the system.

From what e-commerce platforms can products be imported?

See a list of our integrations with e-commerce platforms here.

What does an inventory only - integration mean?

With inventory only - integration, there isn’t a way for us to create an order in the vendors store, whereas we can for example with Shopify. As such, the vendor will need to mark the item as shipped from their dropship portal. If the inventory level changes (eg the vendor sells something), this will reflect in Onport.

Does Onport support customizable product options & product bundling?

Yes, you can use 3rd party apps such as ShopPad to add extra options at checkout, letting customers personalize products by having them engraved, monogrammed, custom printed and more.

What happens to products that are no longer available on the vendor store?

When a product is no longer published on the vendor store, Onport sets the inventory level to zero, and marks the item as removed in the inventory feed.

You can use the Zero Out app to automate removing the items, or have an email signup to register when it comes back online.

What happens if my vendor doesn't have a SKU?

In this case, you can use the Ean / barcode or other identified. It should be unique to that variant and not at the product level (e.g. if a prouct has multiple variants).

Can I override my vendor's inventory policy?

No, you cannot override the inventory policy. If you try making a change, the app will just reset it to the original value.

Can I only sync inventory and not orders with my vendors?

Yes. Once you have set up the inventory feed, you need to select the email / portal option under Partial Order Automation in the Orders - tab.

Why does the system import all sizes as different items?

When you click to publish, it will publish the different items (sizes) under a single product.

Which price syncs to the vendor's store?

You can choose to sync the amound paid by the customer, the payout amount, or a default price. To choose this setting from the Orders - tab. Price syncs

How often does the product sync run?

Syncing new products from a store takes place on an hourly basis.

What product information is synced?

Stock levels and pricing sync continuously, but can be disabled. All other product attributes and information are imported the first time, but don't sync afterwards.

Can you disable Sale price sync so items only sell at full price?

Yes, there is an option under each Inventory feed setting to enable or disable syncing Sale Prices.

Can you decide whether products are automatically published from vendors or go through an approval process?

Yes, this is possible to decide for each individual vendor.

How to map values correctly in CSV or Google Sheets?

When mapping values, you need to have the Name, qty, and sku. Important: qty needs to be written that way, with lower case. If you write quantity or Qty, it won't work. Read more about mapping values correctly here.

How do I set adjustment reasons?

To set adjustment reasons, you need to navigate to Setup > Inhouse Shipping. Scroll down to the Adjustment Reasons - part and add the adjustment reasons. Once saved, these reasons will show up when adding inventory adjustment files to Jetti, are are used for stock takes and returns as well. adjustment reasons

What if my customers use a discount code?

You can choose whether you would like to incorporate discounts into the payout amount. To do this, navigate to the prices tab, there is a checkbox for toggling whether to incorporate discounts.

Can vendors manually create and upload their products?

Yes, we support manual product imports through CSV or Google Sheets.

Have you got an example file for Product CSV upload for a vendor?

Our recommendation would be for you to export a CSV file from your Shopify store as an example, so that it matches 100% your product creation.

Do size variations of a product add to the number of SKUs? Or is this just unique product types?

Number of SKUs are based on the individual variants. As the infrastructure/ resources required are linked to the number of variants not products.

How do you only show published products in the dropship portal?

When setting up an inventory feed for a dropship provider, all of the items fetched will be shown in the dropship portal, along with the feed settings. Some marketplaces may want to hide some of this detail.

For example, to only show the published items. Or, show their products with the content edited (e.g. if the marketplace is re-shooting the images). When doing this, you'll need to select the following option under the inventory feeds tab in the dropship provider settings. You may need to refresh the portal once the setting change has been made for it to take effect.

published products FAQ

Note: You'll still see the inventory feeds under Inventory > Inventory feeds if you need to change settings or publish products.

Is there a way to add a publishing delay?

In the case that you do not want items to be automatically published to your site, for example, because you would like to edit them first in your store, there is an ability to add a publishing delay.

To do this, go to you store's settings from Integrations. Under the Publishing tab, disable the setting "Make products immediately available after publishing.". The items will then appear in your Shopify admin area. However, they won't yet be live on your website. Publishing delay FAQ

What does "not tracked" mean on a product in the Inventory feed?

If you see "not traced" on a product in the inventory feed, it means the vendor is not tracking inventory levels, e.g. they have an unlimited amount of stock.

Customer Plans & Packages

Will the advanced features be restricted in case we are on a lighter plan?

You will still be able to see the features in your Onport account, but will need to request to trial them if you are interested in using them.

Is onboarding and customer support available for us?

Yes! Our Standard Onboarding & Customer Support is available for all Onport subscribers! Additionally, we offer Professional, Premium and Enterprise support options for clients with higher assistance needs. Please contact our Sales team for more information.

Vendors Management

Will Etsy vendors be charged Etsy fee's if a synced product sells on my shop?

No, they will not. The transaction happens outside of Onport.

Why is Onport pushing invalid customer emails to dropship vendor systems?

By default Onport doesn't send the customer emails. "Including customer emails" is off by default in the app to prevent duplicate shipping notifications and orders being incorrectly grouped in the vendors store.

If you turn this on, it might cause Onport to push invalidly formatted email addresses to dropship vendor backend systems, which can cause the systems to refuse orders.

How can I export a file of all vendor emails?

You can export a file with all emails by clicking Batch import users in your dropship providers, and then click Export.

How do I integrate with my Wix vendor?

You can pull in inventory from your Wix vendors using either a CSV, or Google Drive sheet. The sheet needs to include columns with Sku and qty as headers.

Have you got an onboarding document for vendors: how to log in, connect inventory feed by shopping system, etc.?

We do have a sample document, but it should be white labelled and adapted to your specific use case. Contact us and we can send it to you!

How can I export a list of my vendors?

You can export a list of your vendors and their details by going to the Dropship providers in Jetti, and clicking Batch import users on the top right. Then click export, and you will receive a CSV file with all the vendor information.

Will Shopify vendors be charged merchant fees for purchases that were made on my site?

The vendor shouldn’t incur any payment fees through Shopify.

The vendors have an option to mark the order as paid immediately, or sync the order as paid. Although you can mark the order as paid, this won’t trigger any payment. Some vendors may require this as only paid orders are imported into their shipping app. E.g. if they have connected ShipStation to their Shopify. The actual payments are sent to vendors separately.

Account Onboarding & Setup

If a vendor has already created a private app for a different marketplace using Onport, can the same API credentials be used for my marketplace?

We recommended setting up a separate app. It will allow us to connect quicker with your store and allow you to manage each marketplace’s access individually, should you need to change or disconnect a marketplace down the line.

Will changing the theme impact my Shopify and Onport setup?

No, changing the theme does not impact Onport.

If I can't connect to my vendor's Ecommerce platform, what is the process?

They can use the dropship portal.

Can you set up my account?

While we do offer multiple onboarding calls as a standard, we are no in a position to offer a fully managed service. It is also in the customer's best interest to have them be in control of their own accounts, for example when handling vendor onboarding in the future.

If there is a dropshipper with multiple brands, can a single email be used for the dropshipper?

Currently this is not possible, as each brand needs to have a different contact email. For payments, however, the same email can be used.

Is it obligatory to use Onport as the app name & email, when creating a private app?

If you want to send customer instructions to the brand for generating these details, you can ask them to enter your name / email when creating the private app.

Returns Management

For returns, does the payment automatically refund to both cards automatically based on the commission set / amounts originally split?


If I process returns through Shopify, will those returns reflect in Onport's sales reporting & payments?

No, only inventory will be reflected in Onport. You will need to make an adjustment, or raise the return in Onport for it to be reflected.

Payments & Commissions

How to resend a failed payment?

If an automated payment to your vendor has failed, you can re-send it easily from Onport. To do that, go to Contacts > Payments > Sent payments, from where you can filter to show the list of payments with errors. You can then click to re-send from the menu.

What is my seller's list price without tax?

It could be that Onport is being sent the prices without the VAT, which is likely the setup of the vendor store. If you want to add the VAT amount onto the items, you can use the price uplift feature in the inventory feed settings. Once you have saved the change, you will need to a) re-fetch the feed and b) click the sync retail prices button.

How can I make a manual adjustment to an invoice?

You can make manual adjustments to invoices from the Payments report - Contact > Payments. Click the contact and scroll down to the invoices. You will see an Adjustments-column, if you click on one of them, you will have a pop up where you can add the adjustment.

What is the difference between commission rates and cost prices?

Commission rates are used when you want to retain a percentage of the customer price and pay the vendor the retainer. In this model, you don't need to know the cost price of the item. If you don't use commission rates, you'll instead need to know the cost price of the item. This will be the amount you pay your vendor.

How can I pay my vendors manually?

To pay your vendors manually, go to their payment report in Vendor settings > Payments, and click on "Pay selected". Ensure that the payment method has been set to "Other" before pushing the payment. If you select "Stripe", it will still send the payment to the vendor through the Stripe integration.

How can I delay payments to my vendors?

You can delay payments to vendors by adding the number of days for the delay in the settings under the Prices - tab. In case you need to send a payment early, you can disable this setting.

Shipping Management

What is the process for creating a shipping label?

If your vendor uses Onport's dropship portal, they can print domestic and international labels. You can either use Jetti's discounted USPS account or integrate your own carrier via our Shippo integration.

How to regenerate shipping labels?

You can do so from your Onport account:

  1. Go to "Sales" and click on "Track"
  2. Select the order, and click on the three dots on top of the page. Click "Regenerate label"

How do I include a shipping label in the packing slip?

You can do this by enabling the setting "Include shipping label in packing slip" under Contacts > Shipping. Include shipping label faq

What if my vendor is using a different shipping app?

Your vendor using a different shipping app should work fine, with orders flowing normally to the app and inventory levels adjusting. If you detect any issues after the setup, get in touch:

How do I generate labels for return outbound shipments?

If you are using ShippyPro, there is an option to automatically generate return labels for outbound shipments.

How to void a shipping label that was accidentally printed?

You can void a shipping label by going to Track under Sales, and clicking "Shipped" under the dropdown menu next to the order. Then click "Refund".

Void shipping label

What happens if rates are not showing on Shippo?

Rates are not available through Shippo. You should recreate the order with the same order conditions and send the screenshots of the error messages to Shippo to resolve.

How can I track shipping costs from my vendors?

At the moment we can't track shipping cost data as it's not available in the vendor's platform for us to import. We can only fetch the tracking number, carrier, etc.

Is there a way to print out the packing slip without a shipping label?

Yes, just navigate to the Shipping tab, and disable "Include label in packing slip".

Regardless of which portal vendor uses for shipping, are the after steps the same?

If the shipping information is connected to the vendor's Shopify store, we can retrieve it, If not, it would need to be added to the vendor portal.

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