How can we help?
Help & FAQs | Orders
×
Why I cannot print out the shipping label for shipped orders?
After you click Ship, BigSeller can no longer request data from Seller Center. But the system will keep the cache for 14 days (Shopee, Lazada, Blibli, Bukalapak, TikTok Shop, and Tokopedia orders only). After 14 days, it will be deleted from the database. Thus, you can't print out the label anymore.

Why BigSeller fail to save the cache?
① API error may lead to cache failed (rarely happens)
② If you do not open the thermal print setting in Seller Center,  and use the customized shipping label in BigSeller, the cache will be deleted automatically
 
How to change logistics for in process orders?

First: void the order

Check the orders that you want to change logistics for, and then void it.


 

Second: change the logistics

Go to voided orders, check the orders that you want to change logistics for, click bulk actions - select shipping method


How long does the paid orders take to be synced to BigSeller from marketplaces?


BigSeller will auto-sync orders every 30 minutes. Also you can click on Sync Orders button to sync them in real time.


 

Note:

BigSeller cannot sync orders from your stores if the store authorization is expired. Please re-authorize it, and the order will be synced automatically.

When processing orders in BigSeller, when will the inventory be allocated and when will it be deducted?

With Inventory Features enabled, the system will automatically allocate the stock quantity of related Merchant SKU when orders are syncing in,  and sfter you click Ship button in the In Process Orders list, the stock quantity will be deducted.

How to use weighing settings

1.Function

Connect with an electrical scale when Scan to Ship, to record the weight of packages.

2. Steps

For orders In Process, you can try to Scan to Ship and weigh your packages, orders will be shipped and moved to To Pickup afterwards.

(1) Scan to ship In Process orders > Scan settings - enable weigh settings

Note: weight settings can only be enabled when scan time set as 1


(2) Connect the scanner and electrical scale, adjust weight unit

Note: please make sure the weight unit of the current page consistent with your scale


(3) Scan tracking number or package number - weigh the packages - done shipment

Note: you can confirm if to proceed when package exceeds allowable difference, if no allowable difference set, subject to upper limit; You cant process orders beyond weight limit.

You can also generate and print the manifest after Scan to Ship

Can I cancel an order directly in BigSeller?

Currently, you can cancel Shopee/Lazada/TikTok and manual orders in BigSeller. Click here to learn more.

Besides, in order to prevent the cancelled orders from being shipped out by mistake, we will check and update the order status when you click Pack or Ship button.

Also, you can check those orders which have been processed but being canceled under Canceled Orders list.



 

What is Scan and Ship?

You can use Scan and Ship function in the In Process Orders list. After being scanned successfully, the order will automatically move to To Pickup Orders list.

When you use the scanner to scan the barcode on the shipping label, the system will check the order’s marketplace status and if there  exists a duplicate order. If the order’s marketplace status is buyer's order request for cancellation/cancellation or there is a duplicate order, the system will report an error.

 

What is Shipping Group?

You can add different logistics channels in a group.

For example: If orders of logistics A and logistics B are both picked up by the same courier, you can add logistics A and logistics B to a same logistics group (name it Shipping AB); when using Scan and Ship function, you can select the logistics group to Shipping AB first, and then scan the package. If there are orders that do not belong to this logistics group, system will report an error message.

Why can't I scan after conncting the scanner?

Please check if your input method has been switched to [EN]. If you cannot scan after switching, please contact customer service for help.

Where to find the already generated Manifests?
Go to Orders > Manifest Manage, you will see all the generated manifests on Bigseller.
You can print the manifests, check the details and export them.


 
Why there is no tracking number in my manifest?

If you need to show the tracking number in the manifest, please click Setting>With Tracking No.>Save



Why can't I find the manifest in Manifest Manage after scaning the parcels?

If you do not click Generate Manifest button after scanning, the system will not automatically generate manifest and keep the history of corresponding manifest.

What is auto mark as shipped?

Open the Auto Mark as Shipped switch below means:

If we find the orders has been scanned by logistics successfully  syncing orders, we will mark as shipped and deduct the stock on BigSeller automatically. Just follow below steps to open:

Go to Settings > Orders Settings > Other Settings > Click on the switch



 
What is the difference among the three options of Lazada RTS Settings?
There are three options for the Lazada RTS Settings:
(Please be noted that the buyer can not cancel the order anymore if the order is in RTS status.)



1. Select [Packing to move orders to RTS] -- the status of orders will become RTS after you click "Pack". The advantage of this option is that the buyer can not cancel the order anymore after the order is packed. However, this will bring risks to you since you will be punished if the courier comes to pick up the parcels before you make them ready.
For example, If your shop is under "pick up" by Lex MY, the RTS setting is really important. Because if the Lex driver comes to pick it up before you make the parcel ready, your PNR increases by 40-60% and then causes limited orders in Lazada.

2. *Select [Order will move to RTS when the shipping label marks as printed] -- After clicking "mark as printed", the order will move to RTS. This can avoid canceling the order after printing the shipping label.

3. Select [Shipping to move orders to RTS] -- The status of orders will become RTS after you click "Ship".
Does BigSeller support package split?
Yes, you can split orders from Lazada, Shopee, Tiktok Shop, and manual creation in BigSeller