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jaideep06
Jan 21st, 2022
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  1. {
  2.   "@context":"https://www.google.com/url?q=https://schema.org&source=gmail-imap&ust=1643395989000000&usg=AOvVaw1XtG5w6TtjbQI1DYFQD6za",
  3.   "@type":"FAQPage",
  4.   "mainEntity": [
  5.     {
  6.       "@type":"Question",
  7.       "name":"<h4>What is FlavorCloud?</h4>",
  8.       "acceptedAnswer":
  9.         {
  10.           "@type":"Answer",
  11.           "text":"<p>FlavorCloud provides an end to end cross border eCommerce service that plugs right into your shopping carts to make your international shipping easy, affordable and friction-free. From identifying the best shipping rates from one of the largest carrier networks, to reliably fulfilling your shipment across borders, to managing customs and duty processes and to tracking your shipments and handling your returns, we enable you to efficiently and effectively grow global sales so that you can focus on innovating your products, expand our catalog offering and drive your killer marketing and promotions.</p>"
  12.         }
  13.     },
  14.     {
  15.       "@type":"Question",
  16.       "name":"<h4>Getting started with FlavorCloud</h4>",
  17.       "acceptedAnswer":
  18.         {
  19.           "@type":"Answer",
  20.           "text":"<p>To get started with international shipping, send an email to <a href=mailto:contact@flavorcloud.com>contact@flavorcloud.com</a>. We'll will reach out to you to setup a short call to understand what you need to get your international shipping up and running.</p><p>You can also get the Shopify app, the BigCommerce app, or create an account for all other types of online stores.</p>"
  21.         }
  22.     },
  23.     {
  24.       "@type":"Question",
  25.       "name":"<h4>I am ready to launch my international sales using FlavorCloud- what do I do next?</h4>",
  26.       "acceptedAnswer":
  27.         {
  28.           "@type":"Answer",
  29.           "text":"</p>Schedule a free 30 min. call with a FlavorCloud logistics and onboarding expert to walk through your configuration and ensure the correct carriers are optimized for your account. The expert will also give your fulfillment team a demo of how to generate documents, labels and fulfillment handling on day-to-day basis. Email us at <a href=mailto:contact@flavorcloud.com>contact@flavorcloud.com</a> with your phone number to get started.</p>"
  30.         }
  31.     },
  32.     {
  33.       "@type":"Question",
  34.       "name":"<h4>How do I configure settings in the FlavorCloud application?</h4>",
  35.       "acceptedAnswer":
  36.         {
  37.           "@type":"Answer",
  38.           "text":"<p>Click on the 'Settings' options in the main menu of your FlavorCloud account and fill out the Account Settings and Shipping Settings tabs presented on the screen.</p><p><strong>Step 1: Company Address & Details</strong></p><p>The account settings represent your corporate billing address, TaxID and contact information.</p><p><strong>Step 2: Shipping Origin</strong></p><p>Next, enter the Shipping origin if different (this is the warehouse origin location) from where the packages should be picked up. The contact email here is where shipping notifications will be sent.</p><p><strong>Step 3: 'Billing' Configuration</strong></p><p>You also will need to enter your payment of choice under 'Billing' settings option (for more details see section 'How do I setup a billing payment method in FlavorCloud?'). Shipping rates and functionality will not be available for you until you added the billing information. Please note, when you enter your billing information you will not be charged until a shipment is fulfilled and tendered to our carrier network.</p>"
  39.         }
  40.     },
  41.     {
  42.       "@type":"Question",
  43.       "name":"<h4>How do I add colleagues of mine to the FC platform to help manage our international shipping?</h4>",
  44.       "acceptedAnswer":
  45.         {
  46.           "@type":"Answer",
  47.           "text":"<p>To add a colleague or co-worker to FlavorCloud, select 'Users' on the main screen which gets you to a section where you can add as many users as you like by clicking the 'Add Users' button. This will provide you access to a screen where you can add additional people and define their specific roles (e.g. admin, fulfillment user, etc.)</p><p>Please note, when adding a user in the 'Users' section of the FlavorCloud application, the password needs to meet the following criteria to be valid:</p><ul><li>At least one upper case letter</li><li>At least one lower case letter</li><li>At least one numeric value</li><li>8+ digits</li></ul>"
  48.         }
  49.     },
  50.     {
  51.       "@type":"Question",
  52.       "name":"<h4>How do I add colleagues of mine to the FC platform to help manage our international shipping?</h4>",
  53.       "acceptedAnswer":
  54.         {
  55.           "@type":"Answer",
  56.           "text":"<p>To add a colleague or co-worker to FlavorCloud, select 'Users' on the main screen which gets you to a section where you can add as many users as you like by clicking the 'Add Users' button. This will provide you access to a screen where you can add additional people and define their specific roles (e.g. admin, fulfillment user, etc.)</p><p>Please note, when adding a user in the 'Users' section of the FlavorCloud application, the password needs to meet the following criteria to be valid:</p><ul><li>At least one upper case letter</li><li>At least one lower case letter</li><li>At least one numeric value</li><li>8+ digits</li></ul>"
  57.         }
  58.     },
  59.     {
  60.       "@type":"Question",
  61.       "name":"<h4>How do I setup a billing payment method in FC?</h4>",
  62.       "acceptedAnswer":
  63.         {
  64.           "@type":"Answer",
  65.           "text":"<p>To setup a billing method in FlavorCloud, click on the 'Billing' option on the main menu of your FlavorCloud dashboard. In the 'Billing' section click on the 'Payment' tab at the top which gets you to the screen where you can input your payment options. On the 'Payment Screen' click on the 'Add New Payment' button, and then add your payment details. Note, if you add multiple payment methods you can set one as the default. Also, you can delete any payment method at any time by clicking on the delete icon in the 'Action' section of your 'Payment Method'.</p>"
  66.         }
  67.     },
  68.     {
  69.       "@type":"Question",
  70.       "name":"<h4>How do I enable FC in my Shopify store?</h4>",
  71.       "acceptedAnswer":
  72.         {
  73.           "@type":"Answer",
  74.           "text":"<p><strong>1. Basic Requirements</strong></p><p>In order to use FlavorCloud you will need to have the '3rd Party Calculated Rates' feature activated in Shopify. This feature is part of Shopify Advanced and Shopify Plus. If you are on a different version of Shopify (e.g. Shopify Basic) you can contact the Shopify support team to get this feature activated for a small monthly fee.</p><p><strong>2. Install the FlavorCloud Application</strong></p><p>The first step is to install the FlavorCloud application to your Shopify online store to enable you to get shipping rates and duty fees calculated and displayed in the checkout area of your online store, to fulfill international orders, print labels, track shipments, and create returns (if applicable).</p><p>To install the FlavorCloud application and create an account, login to your Shopify account, and then proceed to your online store. Then click the 'Apps' option on the left panel of the main menu of your Shopify online store. Then click on 'Visit the Shopify App Store' button on the right side which will open a browser webpage where you can search for 'FlavorCloud'. Once you type in 'FlavorCloud' in the search bar, you will get a link to install the FlavorCloud application. Click on the FlavorCloud logo and the application will be automatically installed.</p><p>As part of the installation of the FlavorCloud application you will be asked to create a FlavorCloud account. Enter the information on the form and press 'Register'. You will receive an email confirmation that the account has been created. Note, if you already have a FlavorCloud account select 'Log In' at the top of the form instead and provide your login credentials.</p><p>Next, complete the form on the 'Account' tab (contact details, etc.). Make sure to also enter your TaxID as it will make it easier to get shipments across borders. Then click on the 'Shipping' tab, and enter the ship-from location (typically your warehouse) or import the ship-from address from your Shopify store. Then, select the appropriate shipping service levels (standard, express) and terms of trade (DDU, DDP). Depending on your selections, your customers will see different shipping options at check-out. You find more information about DDP and DDU here. We recommend selecting DDP-only for the reasons outlined here. There are several other shipping settings you will want to specify, including the default 'Country of Manufacture' of your products and the average packaging weight (box/envelope, bubble wrap, etc.).</p><p>Next, specify your billing details by selecting the 'Billing' tab on the left panel of the FlavorCloud application. Go to the 'Payment' tab and enter your payment of choice. This is the method by which FlavorCloud will bill you for your international shipments. A valid payment method is required to fulfill our international orders. Please note, you will not be charged anything until a shipment is fulfilled and tendered to our carrier network.</p><p><strong>3. Update your Shopify Shipping Settings</strong></p><p>Once you have successfully installed the application and created a FlavorCloud account (or logged into an existing FlavorCloud account) you can proceed to update your Shopify online store settings, as follows:</p><p>First, select 'Settings' on the left panel of your Shopify online store. From there, click on the 'Shipping' folder. In the Shipping folder, go to the 'Shipping Profile' area and then click on 'Manage Rates'. Scroll down to the 'Shipping To' section where you create a new international shipping zone that includes all countries you would like to sell to. You can change the list of international countries at any time, including adding or removing countries to/from the list.</p><p>Next, click on the 'Add Rate' to your international shipping zone, and then proceed by selecting FlavorCloud from the drop-down menu.</p><p>Please note, that FlavorCloud needs to be the only rate option for international. If there are other options listed, remove them. Also, if FlavorCloud is listed in the 'Domestic' shipping zone area, you will need to remove it from there. FlavorCloud is only for international shipping.</p><p>As mentioned earlier, you will need a version of Shopify that includes the '3rd Party Calculated Rates' functionality in order to add FlavorCloud as rates provider for your international orders.</p><p>Finally, make sure that all products you are selling through your Shopify store include a weight, the HS code and the country of origin/manufacture. This information is required to calculate international shipping rates and duties/taxes.</p><p>For more information about FlavorCloud please visit www.flavorcloud.com or email <a href='mailto:contact@flavorcloud.com'>contact@flavorcloud.com.</a></p>"
  75.         }
  76.     },
  77.     {
  78.       "@type":"Question",
  79.       "name":"<h4>What apps & integrations does FC offer?</h4>",
  80.       "acceptedAnswer":
  81.         {
  82.           "@type":"Answer",
  83.           "text":"<p>The FlavorCloud application integrates out-of-the-box with leading e-commerce shopping platforms such as Shopify and BigCommerce. We also offer integrations with third-party logistics and warehousing partners (aka 3PL) like Ruby Has. You can install the FlavorCloud application at no cost through the application market places of these vendors. We continuously add new integrations – you find an updated list of integrations on the 'Partner' section on FlavorCloud’s website.</p>"
  84.         }
  85.     },
  86.     {
  87.       "@type":"Question",
  88.       "name":"<h4>How do I install the FC application in Shopify?</h4>",
  89.       "acceptedAnswer":
  90.         {
  91.           "@type":"Answer",
  92.           "text":"<p>Click on the 'Apps' option in the main menu of your Shopify online store. Then click on 'Visit the Shopify App Store' button on the right side which will open a browser webpage where you can search for 'FlavorCloud'. Once you type in 'FlavorCloud' in the search bar, you will get a link to install the FlavorCloud application. Click on the FlavorCloud logo and the application will be installed (at no cost). If you don’t already have a FlavorCloud account you will be asked to register to get a free account, and you will get a confirmation email from FlavorCloud once registered.</p>"
  93.         }
  94.     },
  95.     {
  96.       "@type":"Question",
  97.       "name":"<h4>How do I install FC in BigCommerce?</h4>",
  98.       "acceptedAnswer":
  99.         {
  100.           "@type":"Answer",
  101.           "text":"<p>Please follow the following steps to successfully install FlavorCloud in your BigCommerce store to enable international shipping.</p><p><strong>Step 1: Go to the BigCommerce Application Marketplace</strong></p><p>Click on the 'Apps' option in the main menu of your BigCommerce online store. Then click on 'Marketplace' link and on the next screen click on 'BigCommerce.com/Apps' which will get you to the application marketplace of BigCommerce, where you search for FlavorCloud.</p><p><strong>Step 2: Install the FlavorCloud application</strong></p><p>From the BigCommerce application marketplace, you proceed with installing the FlavorCloud application by clicking on the 'Install' link. Note, prior to installing the FlavorCloud application you will be asked to acknowledge the BigCommerce and FlavorCloud Terms of Service.</p><p><strong>Step 3: Create a FlavorCloud Account</strong></p><p>During installation, you will be asked to fill out a form to create a FlavorCloud account. You will need an email address, password, first and last name and a phone number. Click 'Register' once you completed the form.</p><p><strong>Step 4: Login into FlavorCloud application & setup settings</strong></p><p>Once you created an account with FlavorCloud, the FlavorCloud logo will appear on the left panel of your BigCommerce screen. When you click on the FlavorCloud logo you will get to the login screen from where you can access the FlavorCloud account. Once you logged into FlavorCloud, you can proceed to define your FlavorCloud settings. Here are a few useful links on how to define your settings in FlavorCloud:</p><ul><li><a href=https://www.google.com/url?q=https://flavorcloud.zendesk.com/hc/en-us/articles/360029675572-How-do-I-configure-settings-in-the-FlavorCloud-application-&source=gmail-imap&ust=1643395989000000&usg=AOvVaw040Mgq5Ue6mFojkjHsw6gJ>Account Settings Setup</a></li><li><a href=https://www.google.com/url?q=https://flavorcloud.zendesk.com/hc/en-us/articles/360029675832-How-do-I-setup-a-billing-payment-method-in-FlavorCloud-&source=gmail-imap&ust=1643395989000000&usg=AOvVaw2tAxkqgNFG4z5GrZUfxHBx>Adding Billing Information</a></li><li><a href=https://www.google.com/url?q=https://flavorcloud.zendesk.com/hc/en-us/articles/360030019871-Where-and-how-do-I-determine-shipping-options-offered-to-my-customers-at-checkout-&source=gmail-imap&ust=1643395989000000&usg=AOvVaw2dZPEI_bmA2AnU7McoypBK>Define shipping service levels (express, standard, etc.)</a></li></ul><p><strong>Step 5: Define your shipping settings in BigCommerce</strong></p><p>Once you installed the FlavorCloud application, you will want to review and update the shipping settings of your BigCommerce store. From the BigCommerce home screen, go to the 'Settings' section. If you haven’t already done so, the first thing you want to do is to define your shipping origin, which is typically your warehouse location. Next you 'configure' the 'Shipping Rules' by clicking on the 'Rest of World' option where you will add FlavorCloud as the default solution for international shipping. Make sure FlavorCloud is the only option turned on for international shipping ('Rest of World') so that shipping rates flow properly into the checkout area of your store and international orders placed by customers get into the FlavorCloud application where you can fulfill them.</a><p><strong>Step 6: Review & update product information</strong></p><p>Lastly. you will need to make sure that the product information is available and up-to-date in your BigCommerce store. The production information is used to calculate shipping rates. This includes the weight and dimensions of the product/shipments as well as the origin and destination address. In addition, for customs documentation, a brief product description is needed and should be added at the product level in BigCommerce.  Please note, FlavorCloud will automatically calculate international shipping rates using this data and display the shipping rates and options directly into the checkout area, unless you specify a 'Fixed Shipping Price' in the 'Shipping Details' of each product.</p>"
  102.         }
  103.     },
  104.     {
  105.       "@type":"Question",
  106.       "name":"<h4>For some reason, the FC application in my Shopify account does not let me calculate international shipping rates. What do I do?</h4>",
  107.       "acceptedAnswer":
  108.         {
  109.           "@type":"Answer",
  110.           "text":"<p>Some versions of Shopify do not include calculating international shipping rates – see below error message. If this the case, please contact Shopify to upgrade your Shopify account to enable you to get international shipping rates calculated for your international sales. Note, Shopify may charge you a fee to upgrade to Shopify version that enables international shipping. You also can reach out to the FlavorCloud team via <a href=mailto:contact@flavorcloud.com>contact@flavorcloud.com.</a></p>"
  111.         }
  112.     },
  113.     {
  114.       "@type":"Question",
  115.       "name":"<h4>How do I configure my Shopify Plus store to use the FC app?</h4>",
  116.       "acceptedAnswer":
  117.         {
  118.           "@type":"Answer",
  119.           "text":"<p>For FlavorCloud to provide shipping rate calculations and options for your orders, you need to complete the following steps to start with:</p><p><strong>Step 1: Define 'Shipping To'</strong></p><p>Select 'Settings' on the left panel of your Shopify online store. From there, click on the 'Shipping' folder. In the Shipping folder, go to the 'Shipping Profile' area and then click on 'Manage Rates'. Scroll down to the 'Shipping To' section where you can define various geographies you would like to ship to, including the carrier(s) you would like to use for these geographies. Create an international zone that includes all countries you would like to sell to. Name the zone accordingly, e.g. 'Rest of World' or 'International'. You can change the list of international countries at any time, including adding more countries to the list.</p><p><strong>Step 2: Add FlavorCloud To Your International Target Markets</strong></p><p>Once you have created an international shipping zone, you will want to add FlavorCloud to that zone. In the international zone, click on 'Add Rate' and then proceed by selecting FlavorCloud from the drop-down menu. If you already have an international zone with international carrier rates, click on 'Edit rate' and select FlavorCloud.</p><p>Please note, that FlavorCloud needs to be the only rate option for international. If there are other options listed, remove them. Also, if for some reason FlavorCloud is listed in the 'Domestic' shipping zone area, you will need to remove it from there. FlavorCloud provides international shipping only.</p><p>Also note, that third-party calculated shipping rates services like FlavorCloud are available by default with a Shopify annual plan, Shopify Advanced or Shopify Plus. If you are on a Shopify basic plan, you will need to either upgrade or choose to add 'Carrier-calculated rates' as an a-la-carte option – contact your Shopify representative to do so.</p><p><strong>Step 3: Add package weights</strong></p><p>You also will need to add package weight & HS codes to your Shopify store. You do this in the 'Products' section accessible through the main menu of your Shopify store. Enter product weight are mandatory fields. This information is required to calculate shipping rates, duties, and taxes. To calculate the dimensional weight, you can use an online calculator available from any major carrier – e.g. you find the international dimensional weight calculary from FEDEX here, and a similar calculator from DHL here. The weight for each product must be accurate and based on the greater of the actual or dimensional weight of the product. For example, if the actual weight of a product is 1 LB but the dimensional weight is 3LB then you must enter 3LB in products area of your online store (e.g. Shopify).</p><p><strong>Step 4: Add Country of Origin & Harmonized System (HS) codes</strong></p><p>For each product sold cross border you will need to add the Country of Origin and the HS code (see HS Code section for more detail about this international classification schema). The HS codes are universal commodity codes that determine the customs and duties charged by local customs organizations. Declaring an HS code in the 'HS Tariff Code' section of your product details page in Shopify is mandatory information that will be used by carriers and customs authorities. You can look up the code in Shopify based on the description of the product – and the more descriptive you are, the better. The FlavorCloud team can also help classify the products for you. The Country of Origin and the HS code information together with the product description will be automatically added to the commercial invoice that accompanies your shipment for access and use by customs officials.</p>"
  120.         }
  121.     },
  122.     {
  123.       "@type":"Question",
  124.       "name":"<h4>Where do I select which countries I offer shipping rates to?</h4>",
  125.       "acceptedAnswer":
  126.         {
  127.           "@type":"Answer",
  128.           "text":"<p>In the 'Settings' area of your online store (e.g. Shopify) you can define the countries and regions you offer to ship to. Click on the 'Manage' button in the 'Countries and regions' section, and then pick from the list of countries and regions.</p>"
  129.         }
  130.     },
  131.     {
  132.       "@type":"Question",
  133.       "name":"<h4>Where do I enter the weight of a product ordered for international shipment?</h4>",
  134.       "acceptedAnswer":
  135.         {
  136.           "@type":"Answer",
  137.           "text":"<p>Typically, you enter the weight for each product in the online store of your e-commerce platform of choice such as e.g. Shopify or BigCommerce. When a customer reaches checkout for an international order, FlavorCloud will calculate the total weight based on the weights of the individual products and quantities in the shopping cart and use this to quote the shipping costs as well as duties and taxes in real-time. The weight for each product must be accurate and based on the greater of the actual or dimensional weight of the product. For example, if the actual weight of a product is 1 LB but the dimensional weight is 3LB then you must enter 3LB in products area of your online store (e.g. Shopify).</p>"
  138.         }
  139.     },
  140.     {
  141.       "@type":"Question",
  142.       "name":"<h4>What are product descriptions used for and how do you best describe a product for customs?</h4>",
  143.       "acceptedAnswer":
  144.         {
  145.           "@type":"Answer",
  146.           "text":"<p>A critical element to ensure smooth shipping of your goods is providing clear and accurate information on every shipping document. FlavorCloud uses the product description as listed in your online store (e.g. Shopify, BigCommerce) of each product sold and automatically adds that description to the customs documents (aka commercial invoice) for you to print out and add to the shipment.</p><p><strong>What is a product description?</strong></p><p>It’s a detailed description of the goods you’re shipping. It states what your goods are, what they’re made of and what they’re used for. You need to provide a goods description on all shipping documents such as e.g. the commercial invoice.</p><p>A clear description gives customs authorities to check if your goods are allowed to leave the exporting country and enter the importing country.</p><p><strong>What details do I need to provide?</strong></p><p>Ask yourself these questions when describing your goods:</p><ul><li>What is the item?</li><li>What is it made of?</li><li>What is the item used for?</li></ul><p>The description should be as specific as possible. If the package contains branded items, include the brand and model number along with the description. And don’t just rely on the company product code to describe the goods.</p><p><strong>What is a good and bad example?</strong></p><p>VAGUE DESCRIPTION: Jewelry</p><p>CLEAR DESCRIPTION: Earring, made out of 30% gold & 70% metal</p><p>What happens if I write a vague goods description?</p><p>Shipments with vague descriptions of their contents can be held or delayed by customs. That’s because they want more information on the goods you’re shipping.</p><p>An accurate goods description is the best way to ensure your package doesn’t get stuck in customs.</p>"
  147.         }
  148.     },
  149.     {
  150.       "@type":"Question",
  151.       "name":"<h4>Does FC honor the 'Remorse Period' offered by some online stores and e-commerce platforms?</h4>",
  152.       "acceptedAnswer":
  153.         {
  154.           "@type":"Answer",
  155.           "text":"<p>Yes, FlavorCloud honors remorse periods in the sense that FlavorCloud does not fulfill orders until you are ready and explicitly chose 'fulfill'.</p>"
  156.         }
  157.     },
  158.     {
  159.       "@type":"Question",
  160.       "name":"<h4>How do I cancel a fulfillment?</h4>",
  161.       "acceptedAnswer":
  162.         {
  163.           "@type":"Answer",
  164.           "text":"<p>The key here is to distinguish between canceling an order itself and canceling the fulfillment of the order.</p><p><strong>1. Canceling an order</strong></p><p>For canceling an order, the best practice is to do that in your online store. If an order is canceled in your online store, you won’t be able to fulfill that order in FlavorCloud. In other words, FlavorCloud only fulfills valid orders.</p><p><strong>2. Canceling the fulfillment of an order</strong></p><p>You can cancel a fulfillment within the FlavorCloud platform: On the order screen, click on the reference number of an order. This will open a window with the details of the order. On the top right click on 'Cancel Fulfillment'. Alternatively, you also can cancel the fulfillment of an order by selecting the appropriate order(s) from the order list and then select 'Cancel Fulfillment' from the 'Actions' menu. <em>Important note:</em> You only can cancel a fulfillment of orders that are not already in transit.</p>"
  165.         }
  166.     },
  167.     {
  168.       "@type":"Question",
  169.       "name":"<h4>What happens with the shipping rates and custom duty fees when a customer adds or removes an item from the shopping cart?</h4>",
  170.       "acceptedAnswer":
  171.         {
  172.           "@type":"Answer",
  173.           "text":"<p>When an order in the shopping cart changes, the FlavorCloud application will automatically recalculate and update the shipping rates and custom duty fees and display the updated rates in the checkout cart for your customer to select. If a customer already has chosen a shipment service level (standard, express) in the checkout, the same service level is selected when a change is made to the order by the customer (e.g. if a customer adds or removes an item). That said, the customer can change the service level if they choose to do so.</p>"
  174.         }
  175.     },
  176.     {
  177.       "@type":"Question",
  178.       "name":"<h4>How do I generate a return in FC?</h4>",
  179.       "acceptedAnswer":
  180.         {
  181.           "@type":"Answer",
  182.           "text":"<p>You can generate a return label and documents when an order has been delivered, and a customer requests a return (i.e. the 'Tracking Status' of the order in FlavorCloud has to be 'Delivered').</p><p><strong>Step 1: Select the order to be returned</strong></p><p>The easiest way to create a return is to click on the reference number of an order which will open a new window with the details of the shipment. Click the 'Create Return' link at the top of the screen.</p><p><strong>Step 2: Select items to be returned</strong></p><p>When clicking on the 'Create Return' link another window will open where you can select the items and number of units to be returned.</p><p><strong>Step 3: Generate shipping rate for Return</strong></p><p>Once you have selected the items to be returned, press the 'Rates' link you will see the rates for return and will need to charge the customer for the same (unless you want to pay yourself for the return).</p><p><strong>Step 4: Fulfill Return & generate Returns label</strong></p><p>Once rates have been calculated you can press the fulfill link on the Returns screen. Also, you will need to email your customer the return label(s) and document(s). The return will show on the 'Returns' tab of the FlavorCloud dashboard and will have the documents and labels associated with the return that can be emailed to the customer.</p>"
  183.         }
  184.     },
  185.     {
  186.       "@type":"Question",
  187.       "name":"<h4>What do I do if a package is lost in transit and I would like to re-ship the package?</h4>",
  188.       "acceptedAnswer":
  189.         {
  190.           "@type":"Answer",
  191.           "text":"<p>If you like to re-ship an order, you will have to do this in your online store of the e-commerce platform of your choice (e.g. Shopify, BigCommerce). Essentially, you create a duplicate order, which will be fulfilled through FlavorCloud. If you do not want to charge the customer twice for the same order, you will want to set the duplicate order at zero cost. Note, FlavorCloud still charges you the applicable fees (shipping rate, duty taxes, etc).</p>"
  192.         }
  193.     },
  194.     {
  195.       "@type":"Question",
  196.       "name":"<h4>Who pays for lost shipments?</h4>",
  197.       "acceptedAnswer":
  198.         {
  199.           "@type":"Answer",
  200.           "text":"<p>Some carriers cover the cost of lost packages up to a certain value. Please note, whether and how much compensation you are eligible for varies by carrier. This can be a very long and arduous process and is only applicable when the shipment is insured through the carrier.</p>"
  201.         }
  202.     },
  203.     {
  204.       "@type":"Question",
  205.       "name":"<h4>How do I create a custom branded tracking experience in FC?</h4>",
  206.       "acceptedAnswer":
  207.         {
  208.           "@type":"Answer",
  209.           "text":"<p>Introduction</p><p>FlavorCloud enables merchants to create a custom branded tracking experience to provide a unique experience to customers, including offering upsell opportunities as part of tracking. The following summary provides an overview of how to quickly and easily add custom branding to your tracking page.</p><p><strong>1. Get started</strong></p><p>Open https://www.google.com/url?q=https://app.flavorcloud.com&source=gmail-imap&ust=1643395989000000&usg=AOvVaw27VUKf25j7wxBypykjC4OZ and click on the 'Custom branding' menu item on the left navigation pane. You will be presented with a page that looks like this:</p><p>FlavorCloud provides two templates out of the box – one with a 2 column layout and one with a 3 column layout (which is the default).</p><p><strong>2.  Customize Your Tracking</strong></p><p>Once you have chosen your favorite template, you can start customizing various elements of the tracking page, including the following:</p><ul><li>Logo</li><li>Section header color</li><li>Font type and color</li><li>Ad image and URL</li></ul><p>To customize the various elements click on the paintbrush logo of the preferred template.</p><p>Clicking the paintbrush logo will open the 'Theme' window where you can enter ake your choices, including uploading your favorite logo, choose the preferred font type and font color as well as the section header color, and adding a hyperlinkable advertisment.</p><p>And that's it!</p><p>Below you find a few examples of customized tracking pages to give you some ideas for your own custom tracking page.</p>"
  210.         }
  211.     },
  212.     {
  213.       "@type":"Question",
  214.       "name":"<h4>How do I track a shipment?</h4>",
  215.       "acceptedAnswer":
  216.         {
  217.           "@type":"Answer",
  218.           "text":"<p>Once an order is placed and fulfilled, FlavorCloud generates a tracking number which is visible in your FlavorCloud dashboard. The number is used to track the shipment from door-to-door. The tracking number is also updated back into your ecommerce platform along with carrier status updates. This ensures that all your downstream marketing and notifications to customers work the same through your shopping platform.</p>"
  219.         }
  220.     },
  221.     {
  222.       "@type":"Question",
  223.       "name":"<h4>Where can I find the status of a shipment?</h4>",
  224.       "acceptedAnswer":
  225.         {
  226.           "@type":"Answer",
  227.           "text":"<p>In the 'Orders' section of the FlavorCloud platform, you find a column called 'Tracking Status' where the shipment status is listed. An order is flagged as being 'In Transit' upon first scan, i.e. the first time the carrier scans the shipment (which usually happens at the original pick-up location). Once the shipment arrives at the destination and the package is received the tracking status switches to 'Delivered', as shown in below screenshot.</p>"
  228.         }
  229.     },
  230.     {
  231.       "@type":"Question",
  232.       "name":"<h4>Can I change the status of a fulfilled order in FC?</h4>",
  233.       "acceptedAnswer":
  234.         {
  235.           "@type":"Answer",
  236.           "text":"<p>No, you cannot manually change the status of a fulfilled order in FlavorCloud. The status of a fulfilled order is driven by carrier scans and is automatically updated in FlavorCloud.</p>"
  237.         }
  238.     },
  239.     {
  240.       "@type":"Question",
  241.       "name":"<h4>Can I provide updates regarding status of order and shipment to my customers?</h4>",
  242.       "acceptedAnswer":
  243.         {
  244.           "@type":"Answer",
  245.           "text":"<p>Yes, you can provide shipment status updates to customers. The most common method is for merchants to share the link with the shipment tracking number we provide you. You can share that link with your customer. The link leads to a tracking site that lists the status of the shipment. The tracking site updates automatically with the latest status of the shipment, based on scans from carriers. You and your customers have access to the status page at any time, using the linked tracking number.</p>"
  246.         }
  247.     },
  248.     {
  249.       "@type":"Question",
  250.       "name":"<h4>How long do packages take to clear customs?</h4>",
  251.       "acceptedAnswer":
  252.         {
  253.           "@type":"Answer",
  254.           "text":"<p>The time it takes for shipments to clear customs varies from country to country and item to item. That said, packages coming into the US from another country generally speaking clear quickly, within days, assuming the paperwork is in order and FlavorCloud’s DDP option is chosen. However, customs can choose to open and investigate packages – this can take days, weeks or even months (in case of DDU).</p>"
  255.         }
  256.     },
  257.     {
  258.       "@type":"Question",
  259.       "name":"<h4>What is the difference between a 'tracking number' and a 'reference number'?</h4>",
  260.       "acceptedAnswer":
  261.         {
  262.           "@type":"Answer",
  263.           "text":"<p>In FlavorCloud, the tracking number is the number assigned by the carrier to track the status of your shipment from the origin to its destination. The Reference Number, on the other hand, is the order number generated in your shopping platform You can click on the Reference Number in your FlavorCloud dashboard to get more details about the order.</p>"
  264.         }
  265.     },
  266.     {
  267.       "@type":"Question",
  268.       "name":"<h4>Does FC offer a customer facing packing slip (order summary)?</h4>",
  269.       "acceptedAnswer":
  270.         {
  271.           "@type":"Answer",
  272.           "text":"<p>We do have a commercial invoice that you can leverage but it is not customer facing – it is used for transportation and customs.</p>"
  273.         }
  274.     },
  275.     {
  276.       "@type":"Question",
  277.       "name":"<h4>Are my international shipments insured?</h4>",
  278.       "acceptedAnswer":
  279.         {
  280.           "@type":"Answer",
  281.           "text":"<p>FlavorCloud offers insurance when available through the carriers we use for your shipments. You can choose your insurance option in the 'Settings' section of your FlavorCloud account. Note that shipping rates are higher for insured shipments.</p>"
  282.         }
  283.     },
  284.     {
  285.       "@type":"Question",
  286.       "name":"<h4>Is it possible to temporarily turn on shipping to a particular country or region?</h4>",
  287.       "acceptedAnswer":
  288.         {
  289.           "@type":"Answer",
  290.           "text":"<p>Yes, you can temporarily accept orders and ship to a particular country or region.</p><p>Below is a simple step-by-step guide how to enable this for your online store (using Shopify as an example). Please note, during the time a country/region is turned on, anyone can order from that geo.</p><ol><li>Go to the 'Settings' section in your Shopify store, then click on 'Shipping'.</li><li>In the 'Shipping' section click on 'Manage rates'</li><li>3. Click on 'Create shipping zone' or 'Edit Zone' to update the list of countries/regions you accept orders from.</li><li>4. Review the list update you made and save those changes</li></ul><p>Please note, when you are ready to disable the country/region simply go to the appropriate zone, unselect the geo and save your changes.</p>"
  291.         }
  292.     },
  293.     {
  294.       "@type":"Question",
  295.       "name":"<h4>How will the shipping options display in the checkout area?</h4>",
  296.       "acceptedAnswer":
  297.         {
  298.           "@type":"Answer",
  299.           "text":"<p>The shipping options you decide to offer your customer will automatically be displayed to your customer in the checkout area (see below example), and are fully integrated into the purchasing process. If setup correctly, international shipping options will only be displayed if an international address is entered by the customer. Note, shipping rates are automatically calculated and displayed in the checkout area based on multiple factors, including origin and destination address, order size, weight, and type of product. You find details on how to configure your shipping service levels in the FlavorCloud application here.</p>"
  300.         }
  301.     },
  302.     {
  303.       "@type":"Question",
  304.       "name":"<h4>Where and how do I determine shipping options offered to my customers at checkout?</h4>",
  305.       "acceptedAnswer":
  306.         {
  307.           "@type":"Answer",
  308.           "text":"<p>Once you have selected FlavorCloud as your choice for international shipment in your online store (e.g. Shopify or BigCommerce), open the FlavorCloud application, click on the 'Settings' tab and find the 'Service Level' section where you select which level(s) of shipping service you would like to offer to your customer. You will be able to pick the service level of carriers based on transit times. The FlavorCloud algorithm will then pick the winning carrier choice for that route based on cheapest rates as well as best carrier fit. In the same section you also decide the duty fee terms:</p><ul><li>DDP – delivery duties paid. This means that the customer pays for duties and taxes upfront. This option is the most cost-effective and painless for the customer as FlavorCloud handles everything until delivery</li><li>DDU – delivery duties unpaid. In this case, an estimate is shown but the customer is responsible for duties and taxes at delivery.</li></ul>"
  309.         }
  310.     },
  311.     {
  312.       "@type":"Question",
  313.       "name":"<h4>How and when to create a consolidation label?</h4>",
  314.       "acceptedAnswer":
  315.         {
  316.           "@type":"Answer",
  317.           "text":"<p><strong>Purpose</strong></p><p>Consolidations are used in conjunction with international carriers that don't directly pick up parcels at your warehouse. Instead, a carrier such as FedEx Ground or UPS Ground will transport your standard shipments from your warehouse to the distribution hub of the international carrier. In order to do so, a shipping label needs to be produced for consolidation called a 'Consolidation Label' or 'Consol Label'.  Note, the consolidation label is used in addition to the international label that is directly added to each individual parcel.</p><p><strong>Limitation</strong></p><p>Note, consolidating orders and using consolidation labels apply if you are using one of our standard carriers with FlavorCloud like APC or SF Express, i.e. they don't apply to express carriers such as FedEx or DHL which will pick up individual packages at your location.</p><p><strong>Overview</strong></p><p>For orders shipping via a 'Standard' service level, you will need to create a consolidation shipment for the first leg to transport your parcel(s) from your warehouse to the international carrier’s nearest hub. Take all orders for the day for each standard carrier (e.g. APC, SFExpress), put them into a larger box, and add a consolidation label to the box. The consolidation box will then be picked up by a local carrier such as FedEx Ground or UPS Ground.</p><p>FedEx Ground or UPS Ground will deliver the consolidation box to the international carrier, where the individual parcels will be removed from the consolidation box, scanned by the international carrier, and sent on their way across borders to their international destination.</p><p>Please note, you still need to print out your usual international label and affix to each parcel before you put the individual parcels into the consolidation box.</p><p>Please also note, that you either can perform the shipment consolidation function within the FlavorCloud platform or use the FlavorCloud APIs. Below you find details on how to use the FlavorCloud platform to consolidate shipments.</p><p><strong>Step 1: Filter Carrier</strong></p><p>In the dashboard of the FlavorCloud platform, select the orders that relate to the carrier you want to provide a consolidated shipment. You can do this using the 'Filter' button and then in the Carrier column select the applicable carrier (e.g. APC).</p><p><strong>Step 2: Select & Fulfill Orders</strong></p><p>Select the orders that have been fulfilled that day for the carrier (e.g. APC) on the FlavorCloud dashboard grid as shown below.</p><p>Then select 'fulfill' from the 'Actions' menu. You will receive a green notification message saying orders have been fulfilled- it typically takes a few minutes to process and you should see notifications next to the bell icon on the top right of the grid asking you to refresh the page (usually you can refresh the page by pressing CTRL + F5).</p><p>Once refreshed, select the orders again and choose 'International Labels' from the 'Actions' menu to view and print the labels. You can also select orders and choose 'customs documents' from the 'Actions' menu to view and print customs docs.</p><p>If you already have fulfilled orders to consolidate you can skip this step 2 and proceed to produce and print a consolidation label (step 3).</p><p><strong>Step 3: Generate & Print Consolidation Label</strong></p><p>In order to generate & print a consolidation label, select one of the consolidated orders. Then choose 'Create Consolidation' which will generate the consolidation label. Next, you click on 'Consolidation Label' from the 'Actions' menu. This will open up a tab on the browser with the Consolidation Label from where you can print the label (make sure that pop-ups are enabled on your browser).</p><p><strong>Step 4: Get Shipments Shipped</strong></p><p>Lastly, you have to either call the local carrier who manages the consolidated shipment to arrange the pick-up of the parcel(s), or drop the parcel(s) with the local carrier.</p>"
  318.         }
  319.     },
  320.     {
  321.       "@type":"Question",
  322.       "name":"<h4>How do I create a sample or gift order?</h4>",
  323.       "acceptedAnswer":
  324.         {
  325.           "@type":"Answer",
  326.           "text":"<p>There are many reasons why you may need to create a sample order, including the following:</p><ul><li>Sending samples to customers or influencers</li><li>Sending gifts to customers or non-profits</li><li>Sending replacements to customers for lost items</li><li>All these scenarios have in common that there is no commercial value associated with the items and the order is not a sale. In order to designate not-for-sale sample orders, and ensure that there are no duties levied, follow the process outlined below:</li></ul><p>Using Shopify as an example, in this post we provide a step-by-step guide on how to submit sample orders. There are two basic ways to enter sample orders:</p><ul><li>Discounting at the order level</li><li>Using a 'Discount Code' at checkout</li><li>A. Order Level Discounting</li></ul><p>The first option to classify a shipment as a sample order is by manually discounting the items at the order level in Shopify. Here is how you do this:</p><p><strong>Step 1: Create Order & Add Discount</strong></p><p>Once you have created the order, click on the 'Add discount' on the order. Then add 100% as the discount value and click 'Apply'. The result will be an order value of zero.</p><p><strong>Step 2: Rate and Fulfill Order</strong></p><p>Once the order is completed in Shopify go to your FlavorCloud dashboard and select the order by clicking on the order number (aka 'Reference Number'). This will open the order detail screen, where you select the 'Rate' option on the top right corner to obtain shipping rates. We recommend to fulfill sample orders (and only sample orders) DDU, i.e. without adding duties/taxes since typically no duties/taxes apply to sample orders.</p><p>Once you have rated and fulfilled the order you can proceed to ship it. Please note, FlavorCloud will automatically identify the shipment as a sample order and apply a minimum value to the items as well as mark the items as a sample order on the commercial invoice.</p><p><strong>B. Discount Code At Checkout</strong></p><p>The second option to classify a shipment as a sample order is using the 'Discount' feature provided by Shopify that enables users to add a discount at checkout.</p><p><strong>Step 1: Create a discount code</strong></p><p>Select the 'Discount' tab in your Shopify store and click on the 'Create Discount' button. Enter a name for the discount code - such as 'Sample' or 'gift', select 'Percentage' in the 'Type' section, add 100% in the 'Discount Value' field and save your selections.</p><p><strong>Step 2: Apply Discount Code</strong></p><p>Go to your online store, select the items you would like to have included in your sample order and proceed to the checkout area where you enter the name of the discount code in the appropriate field and then click apply.</p><p>Once you clicked 'Apply', the discount will be added to the order at checkout. If you selected 100% as the value of your discount, the order value will turn into $0.</p><p>Next, add the contact details and address of the sample order’s recipient, select your shipping service level (Express, Standard) and complete the order. Select DDU as the term of service, since typically no duties apply to sample orders.</p>"
  327.         }
  328.     },
  329.     {
  330.       "@type":"Question",
  331.       "name":"<h4>How is a shipment created and fulfilled in FC?</h4>",
  332.       "acceptedAnswer":
  333.         {
  334.           "@type":"Answer",
  335.           "text":"<p>Once an order is created in your online store (e.g. Shopify, BigCommerce, Magento) it will be automatically sent to FlavorCloud and you will see the order appear in the order section of your FlavorCloud dashboard.</p><p>You then can proceed and initiate the fulfillment of one or several orders by selecting the order(s) you would like to fulfill and picking the 'Fulfill' option from the 'Actions' menu at the top.</p><p>As the order is being fulfilled, an international shipping label, customs doc (also sometimes referred to as 'commercial invoice'), and a carrier tracking number are created. The international shipping label and customs doc are electronically forwarded to the carrier (see blue 'e' icon next to the order number).</p><p>Note, as you scroll to the right on the order grid you find additional information for every shipment, including shipping date, tracking status (not initiated, in progress, delivered), country of origin, country of destination, shipping and duty charges, etc.</p><p>Another option to fulfill an order is by clicking on the order number and the selecting the 'Fulfill' link at the top right.</p>"
  336.         }
  337.     },
  338.     {
  339.       "@type":"Question",
  340.       "name":"<h4>Can I fulfill orders in bulk?</h4>",
  341.       "acceptedAnswer":
  342.         {
  343.           "@type":"Answer",
  344.           "text":"<p>Yes, you can fulfill orders in bulk with FlavorCloud.</p><p><strong>Step 1: Select all orders to fulfill</strong></p><p>In the order tab of the FlavorCloud application, please select all orders that you would like to fulfill.</p><p><strong>Step 2: Batch fulfill orders</strong></p><p>Go to the 'Actions' menu and select 'Fulfill' to get the orders fulfilled.</p>"
  345.         }
  346.     },
  347.     {
  348.       "@type":"Question",
  349.       "name":"<h4>Where do I enter the origin address of a shipment?</h4>",
  350.       "acceptedAnswer":
  351.         {
  352.           "@type":"Answer",
  353.           "text":"<p>By default, the origin address is pulled from the 'Shipping' sections in your FlavorCloud account settings. When you setup your FlavorCloud account, the shipping location defaults to the account address. If you want to change the origin shipping location, you have two options: You either can import warehouse location(s) from your online store (such as e.g. Shopify) by clicking on the 'Import' button in the 'Shipping' setting of your FlavorCloud account, or you can enter your own warehouse location if you have directly created an account with us (in which case you there will be a 'create location' button).</p>"
  354.         }
  355.     },
  356.     {
  357.       "@type":"Question",
  358.       "name":"<h4>Where do I enter the destination address of a shipment?</h4>",
  359.       "acceptedAnswer":
  360.         {
  361.           "@type":"Answer",
  362.           "text":"<p>FlavorCloud pulls the destination address from the orders in your online store and automatically adds the destination address to the labels and customs documents.</p><p>Please note, you can edit the recipient's address in FlavorCloud prior to fulfillment of the order, as follows:</p><p><strong>Step 1: Click on the reference number of the order that you would like to edit.</strong></p><p><strong>Step 2: Click on the 'Edit' button in the ship-to section of the order detail screen to edit the address, then press save.</strong></p>"
  363.         }
  364.     },
  365.     {
  366.       "@type":"Question",
  367.       "name":"<h4>Which carrier is being used for my shipment?</h4>",
  368.       "acceptedAnswer":
  369.         {
  370.           "@type":"Answer",
  371.           "text":"<p>Based on the shipment methods (standard, express) you choose to offer your customers, FlavorCloud identifies the best quality and most cost-effective carrier from a network of providers with which FlavorCloud has negotiated special rates. We use uses advanced proprietary algorithms and artificial intelligence to select the best carrier(s) for your shipments.</p>"
  372.         }
  373.     },
  374.     {
  375.       "@type":"Question",
  376.       "name":"<h4>Are there minimums or maximums to the shipments?</h4>",
  377.       "acceptedAnswer":
  378.         {
  379.           "@type":"Answer",
  380.           "text":"<p>FlavorCloud neither has minimum nor maximum restrictions for shipments.</p>"
  381.         }
  382.     },
  383.     {
  384.       "@type":"Question",
  385.       "name":"<h4>Can I send an order in multiple packages/shipments (aka 'split shipments'), and if so, how do I do that?</h4>",
  386.       "acceptedAnswer":
  387.         {
  388.           "@type":"Answer",
  389.           "text":"<p>Yes, with FlavorCloud you can ship an order in multiple packages/shipments (aka 'split shipments'). If you need multiple shipments to fulfill an order you can flag an order as a partial order at the time of fulfillment. For each partial order the appropriate charges will be shown, i.e. the charges will be shown according to the items moved in a parcel (cost of items, taxes, duties, etc.). To initiate a partial shipment, follow the following steps:</p><p><strong>Step 1: Select order</strong></p><p>Click on the reference number of an order which will open a new window that includes details of the shipment.</p><p><strong>Step 2: Adjust items and/or number of units to be shipped</strong></p><p>On the order, select the item(s) you want to ship and/or adjust the quantities being shipped.</p><p><strong>Step 3: Re-rate and fulfill the partial order</strong></p><p>Once you have adjusted the items and quantities, you will need to 're-rate' the order, i.e. you will need to get an updated shipping rate since the weight and contents of the order have changed. Select the preferred service level (standard, express) and duty terms (DDP, DDU) and then confirm fulfillment which will execute the partial order.</p>"
  390.         }
  391.     },
  392.     {
  393.       "@type":"Question",
  394.       "name":"<h4>Can I select or decline having my goods being shipped by a particular carrier?</h4>",
  395.       "acceptedAnswer":
  396.         {
  397.           "@type":"Answer",
  398.           "text":"<p>Yes, we can customize your carrier(s) of choice, for example by disabling a carrier from the list of shipment options available to you. That said, one of the many benefits FlavorCloud provides is to have a broad network of carriers to get the best shipping rates for you. Consequently, it is beneficial to have as many carriers turned on to bid on your shipment.</p>"
  399.         }
  400.     },
  401.     {
  402.       "@type":"Question",
  403.       "name":"<h4>How long does it take to allocate a tracking number to the order that is being fulfilled?</h4>",
  404.       "acceptedAnswer":
  405.         {
  406.           "@type":"Answer",
  407.           "text":"<p>Once you fulfill an order it can take a few minutes until you will see a tracking number appear on the FlavorCloud dashboard.</p>"
  408.         }
  409.     },
  410.     {
  411.       "@type":"Question",
  412.       "name":"<h4>What letters and languages are permitted for shipping label addresses?</h4>",
  413.       "acceptedAnswer":
  414.         {
  415.           "@type":"Answer",
  416.           "text":"<p>Carriers require that alphabet letters are to be used for names and addresses on all international shipping labels, i.e. signs and symbols as known in languages such as Mandarin/Chinese, Korean or Arabic, to name just a few examples, are not accepted by carriers.</p>"
  417.         }
  418.     },
  419.     {
  420.       "@type":"Question",
  421.       "name":"<h4>How do I print shipping labels in FC?</h4>",
  422.       "acceptedAnswer":
  423.         {
  424.           "@type":"Answer",
  425.           "text":"<p>You can find the international shipping labels once an order has been fulfilled by selecting an order and then selecting the 'International Label' option from the 'Actions' menu at the top of the order list. The labels are being automatically produced when the order is fulfilled.</p><p>You also can select multiple orders and print labels in bulk for all labels selected.</p>"
  426.         }
  427.     },
  428.     {
  429.       "@type":"Question",
  430.       "name":"<h4>Where do I add the sender contact details and address that’s shown on the shipping labels?</h4>",
  431.       "acceptedAnswer":
  432.         {
  433.           "@type":"Answer",
  434.           "text":"<p>The sender contact details and address that is put on the shipping labels when the shipment is being fulfilled comes from the 'Settings' section of the FlavorCloud platform. Under the 'Shipping' tab of the 'Settings' section, you can add the contact details and address you want to put on the label when the labels are produced (often this is your warehouse location). You can import that data from your online store such as e.g. Shopify or BigCommerce.</p>"
  435.         }
  436.     },
  437.     {
  438.       "@type":"Question",
  439.       "name":"<h4>Does FC offer bulk shipments such as pallet shipments?</h4>",
  440.       "acceptedAnswer":
  441.         {
  442.           "@type":"Answer",
  443.           "text":"<p>FlavorCloud can handle Pallet shipments.  This request is reviewed individually on a case by case basis in order to review all potential requirements involved; type of goods sold, destination country requirements, volume, etc.  Please reach out to contact@flavorcloud.com to set up a consultation call.  It is best to include the best day(s) of the week, best time(s), and the specific time zone that you are in.</p>"
  444.         }
  445.     },
  446.     {
  447.       "@type":"Question",
  448.       "name":"<h4>What are Consolidation Shipping Labels?</h4>",
  449.       "acceptedAnswer":
  450.         {
  451.           "@type":"Answer",
  452.           "text":"<p>Consolidation labels are used in conjunction with standard shipments and carriers that don't pick up single packages from your warehouse. Instead, multiple single packages are added to a bulk shipment which then moves on the first leg to the international gateway of the carrier through a local carrier. To do so, a shipping label needs to be produced for the first leg of the shipment to the gateway. That label is called a 'Consolidation Label'.</p>"
  453.         }
  454.     },
  455.     {
  456.       "@type":"Question",
  457.       "name":"<h4>How do I create a Consolidation Shipping Label?</h4>",
  458.       "acceptedAnswer":
  459.         {
  460.           "@type":"Answer",
  461.           "text":"<p>You will need to create a consolidation label for the first leg which gets the shipment from your warehouse location to the carrier’s nearest gateway. This means that one or more orders on the same day will need to be consolidated into a single larger box. Make sure that each individual parcel gets its international label as usual. Then place all orders within the larger box, affix the consolidation label and then hand that over to carrier. Once the box reaches the gateway, it will be broken down and individual parcels scanned for their international leg. Below you find details on how to use the FlavorCloud app to consolidate shipments.</p><p><strong>Step 1: Filter Carrier</strong></p><p>In the dashboard of the FlavorCloud app, select the orders that relate to the carrier you want to provide a consolidation for. You can do this using the 'Filter' button and then in the Carrier column select the applicable carrier (e.g. APC).</p><p><strong>Step 2: Select & Fulfill Orders</strong></p><p>Select the orders that have been fulfilled that day for the carrier (e.g. APC) on the FlavorCloud dashboard grid as shown below. Then select 'fulfill' from the 'Actions' menu. You will receive a green notification message saying orders have been fulfilled- it typically takes a few minutes to process and you should see notifications next to the bell icon on the top right of the grid asking you to refresh the page (usually you can refresh the page by pressing CTRL + F5).  Once refreshed, select the orders again and choose 'International Labels' from the 'Actions' menu to view and print the labels. You can also select orders and choose 'customs documents' from the 'Actions' menu to view and print customs docs. Note: customs docs are usually electronically transmitted by FlavorCloud which is represented by the 'e' icon next to the order. You will need to manually transmit the customs doc only when there is no 'e' next to the order. This happens in less than 1% of scenarios where countries have special requirements.</p><p>If you already have fulfilled orders, step #2 is not required.</p><p><strong>Step 3: Create a Consolidation Label</strong></p><p>Once the orders have been fulfilled you can create a Consolidation Label. Select all the orders that you would like to consolidate. Then select 'Create Consolidation' in the 'Actions' menu. A note will pop up on your screen that the consolidation label has been created.</p><p><strong>Step 4: Print Consolidation Label</strong></p><p>To print a consolidation label, select one of the consolidated orders (if you select multiple consolidated orders printing a consolidated label won’t work). Then choose 'Consolidation Label' from the 'Actions' menu. This will open a tab on the browser with the Consolidation Label (make sure that pop-ups are enabled on your browser).</p><p>Orders and shipments that have been consolidated will be marked with a 'c' icon next to the reference number as shown in the following screenshot:</p>"
  462.         }
  463.     },
  464.     {
  465.       "@type":"Question",
  466.       "name":"<h4>Are Consolidation Shipping Labels used for all carriers?</h4>",
  467.       "acceptedAnswer":
  468.         {
  469.           "@type":"Answer",
  470.           "text":"<p>No, Consolidation shipping labels apply only for standard shipments (i.e. not express) and carriers that don’t pick up individual packages at your warehouse. This is typically the case for standard low-cost carriers offered by FlavorCloud like APC or SF Express, i.e. it does not apply to express carriers such as FedEx or DHL which will pick up individual packages at your location.</p>"
  471.         }
  472.     },
  473.     {
  474.       "@type":"Question",
  475.       "name":"<h4>Can I undo a consolidation of shipments?</h4>",
  476.       "acceptedAnswer":
  477.         {
  478.           "@type":"Answer",
  479.           "text":"<p>No, it is not possible to undo a consolidation of shipments. That said, you can simply include additional shipments in the box provided an international shipping label and commercial invoice are included.</p>"
  480.         }
  481.     },
  482.     {
  483.       "@type":"Question",
  484.       "name":"<h4>Can I batch-print shipping labels?</h4>",
  485.       "acceptedAnswer":
  486.         {
  487.           "@type":"Answer",
  488.           "text":"<p>Yes, with the FlavorCloud platform you can batch print shipping labels. Select all orders in your FlavorCloud dashboard that you want to print labels for. The select 'International Labels' in the 'Actions' menu which will display a (PDF) file with the shipping labels of the selected orders.</p>"
  489.         }
  490.     },
  491.     {
  492.       "@type":"Question",
  493.       "name":"<h4>What does 'UOM' stand for?</h4>",
  494.       "acceptedAnswer":
  495.         {
  496.           "@type":"Answer",
  497.           "text":"<p>UOM stands for a unit of measurement. This can apply to weights (LB or KG) or dimensions (CM or IN).</p>"
  498.         }
  499.     },
  500.     {
  501.       "@type":"Question",
  502.       "name":"<h4>How do I offer flat, discounted, or free shipping with FC?</h4>",
  503.       "acceptedAnswer":
  504.         {
  505.           "@type":"Answer",
  506.           "text":"<p><em>Note: This applies to Shopify Merchants & Direct API Merchants Only</em></p><p>While FlavorCloud dynamically calculates shipping rates at checkout, our platform also enables you to set specific rules in terms of shipping rates you want to charge your customers, including flat shipping, discounted shipping, and free shipping.</p><p>In fact, the FlavorCloud platform allows you to very easily and flexibly define shipping rate rules. You can apply rules by country and/or entire regions, or worldwide. In addition, rules can be set for specific periods of time (e.g. $10 flat shipping during Holiday season) or indefinitely (e.g. always free shipping to Canada). Furthermore, shipping rates can be discounted by a percentage (e.g. 20% off shipping rate all orders from the EU) or listed as an absolute number (e.g. get $10 off shipping until December 24).</p><p>Below is a step-by-step guide for how to define shipping rules in just a few minutes.</p><p><strong>1. Shipping Rules Section</strong></p><p>On the left-hand navigation, click on 'Business Rules' and this will default onto the 'SHIPPING COST RULES' tab. This will get you to the area where you can define shipping rates rules. You can set as many shipping rules as you like.</p><p>Click the blue [ADD SHIPPING COST RULES] button and a pop-up window appears.</p><p><strong>2. Name Your Shipping Rule & Select Applicable Date Range</strong></p><p>First, give the new shipping rule a name (e.g. Canada Flat Rate, Q1 Shipping Promo). Next, define the date range when this rule applies (aka 'Duration'). You can pick any date range. If you would like a shipping rule to apply indefinitely click on the Duration drop-down menu and select 'No End Date'.</p><p><strong>3. Select Shipping Rule Type</strong></p><p>Next, select the shipping type that you would like to apply:</p><p>Free Shipping, Flat Amount ($-off), Discount ($-off or %), or Mark up ($ or %)</p><p><strong>4. Select Applicable Service Levels</strong></p><p>Then select the Service Levels (Standard, Express, or Both) for which the new shipping rule applies. Note, you can select multiple service levels.</p><p><strong>5. Define Purchase Requirements (Order Value) for Shipping Rule</strong></p><p>Next, define the order amount for which the new shipping rule applies. E.g. for all orders equal to and larger than USD 100. If the new shipping rule should apply to all orders, select 'Not Applicable' as the minimum requirement.</p><p><strong>6. Select Countries/Regions</strong></p><p>Lastly, select the country or region for which the shipping rule applies. You can select as many countries as you like, and you also can select entire regions (e.g. Asia), or you can select a combination of countries and regions. If the rule applies to all countries you ship to, select 'All Countries'.</p><p>Once you have made your selections, click 'Save' to store your new shipping rule. This will add the rule to the grid of shipping discounts.</p><strong>7. Manage Shipping Rules</strong></p><p>You can add as many shipping rules for your store as you like. All shipping rules will be displayed in the 'Shipping Rules' tab, include active and de-activated shipping rules. You can update or de-activate a shipping rule at any time at your discretion.</p><p>Please note, once you have defined a shipping rate rule, and the selected date range includes the day you set the rule, the shipping rule will go into effect right away and customers will see the discounted shipping rates at checkout.</p>"
  507.         }
  508.     },
  509.     {
  510.       "@type":"Question",
  511.       "name":"<h4>Can I manually rat and fulfill an order in FC, and if so, how do I do that?</h4>",
  512.       "acceptedAnswer":
  513.         {
  514.           "@type":"Answer",
  515.           "text":"<p>Yes, you can manually rate and fulfill orders in FlavorCloud.</p><p>Note, you also can re-rate orders that have previously been assigned a shipping rate and fulfilled. If the order has already been fulfilled and you would like to re-rate it, you will first need to cancel the original fulfillment. Please see here for how to cancel the fulfillment of orders. Also note, if you re-rate an order the shipping rates may be different from what you charged your customer at checkout.</p><p><strong>Step 1: Select the order to be rated</strong></p><p>Click on the order number of the order you would like to manually rate. This will open a new window with the order details.</p><p><strong>Step 2: Rate the Order</strong></p><p>In the order detail screen click on the 'Rate' link at the top right, and then follow the instructions on the screen to rate and fulfill the order.</p>"
  516.         }
  517.     },
  518.     {
  519.       "@type":"Question",
  520.       "name":"<h4>Do I get volume discounts if I ship a lot of packages through FC?</h4>",
  521.       "acceptedAnswer":
  522.         {
  523.           "@type":"Answer",
  524.           "text":"<p>Yes, FlavorCloud has several customized economy rates that are available based on your volumes and type of goods. For example, if you ship 100+ packages a day the carrier discounts can be as high as 90% off standard pricing. Talk to a FlavorCloud representative for more details.</p>"
  525.         }
  526.     },
  527.     {
  528.       "@type":"Question",
  529.       "name":"<h4>What are Harmonized System (HS) codes?</h4>",
  530.       "acceptedAnswer":
  531.         {
  532.           "@type":"Answer",
  533.           "text":"<p>The Harmonized System (HS) is a standardized international system to classify globally traded products. Its origin goes back many years, and the HS is currently managed and maintained by the World Customs Organization (WCO). All countries around the globe use the HS classification to identify and regulate import and export which is why it is part of many commercial invoices and global expert documentation. Each product is classified with a universal commodity code of up to six-digit–. Individual countries then further classify for tariff and regulation specific to their own country by adding additional digits to classify goods in more detail. The first two digits (HS-2) identify the category the goods are classified as. For example, the first two digits '18' describe cocoa and cocoa preparation. The next two digits (HS-4) identify sub-groups within that category, for example, '1806' is the four digits code for chocolate and other food preparations containing cocoa. The next two digits (HS-6) are even more specific. The HS code '180610' represents cocoa powder containing added sugar or other sweetening matter. Among other things, the HS codes are used to calculate import and export duty fees and taxes. Every commodity that crosses most international borders must be declared to export and import customs using the HS code to identify the type of commodity being shipped across the border and for customs organizations to assess duties and tariffs.</p>"
  534.         }
  535.     },
  536.     {
  537.       "@type":"Question",
  538.       "name":"<h4>How do HS codes work with FC?</h4>",
  539.       "acceptedAnswer":
  540.         {
  541.           "@type":"Answer",
  542.           "text":"<p>Merchants using FlavorCloud need to classify their products using HS codes as this information is required by customs for document and duty tariffs calculation purposes. As a best practice, each product you sell through your online store should be mapped to an HS code. You typically do this once when you add a product or SKU to your online store (unless the product itself changes over time in which case you may have to update the HS code as well). For each product you are selling online you need to add the first 6 digits of the HS code into your e-commerce platform. At checkout, FlavorCloud will take the product and HS code information and identify the best carrier and the appropriate customs fees and duty taxes.</p>"
  543.         }
  544.     },
  545.     {
  546.       "@type":"Question",
  547.       "name":"<h4>HS codes can be as long as 10 or more digits – why does FC only require the first 6 digits of the HS code of a product?</h4>",
  548.       "acceptedAnswer":
  549.         {
  550.           "@type":"Answer",
  551.           "text":"<p>The first 6 codes describe the product category and subcategory. The remaining digits are specific to importing into a destination country which FlavorCloud automatically figures out at the checkout based on the customer address.</p>"
  552.         }
  553.     },
  554.     {
  555.       "@type":"Question",
  556.       "name":"<h4>Where do I list the country of origin of my products?</h4>",
  557.       "acceptedAnswer":
  558.         {
  559.           "@type":"Answer",
  560.           "text":"<p>Typically, you identify the country of origin of your product in the online store of your choice (e.g. Shopify, BigCommerce). Go to the 'Products' section where you can choose the country/region of origin for each product.</p>"
  561.         }
  562.     },
  563.     {
  564.       "@type":"Question",
  565.       "name":"<h4>What is the country of origin of a product is different than the location I ship the product from?</h4>",
  566.       "acceptedAnswer":
  567.         {
  568.           "@type":"Answer",
  569.           "text":"<p>First, it is not uncommon that the country of origin of a product is different from the location a product is being shipped. The 'origin' warehouse location determines where the pickup happens. The country of manufacture (origin) is for customs purposes.</p>"
  570.         }
  571.     },
  572.     {
  573.       "@type":"Question",
  574.       "name":"<h4>Duty Fees, Custom Tariffs & Documents</h4>",
  575.       "acceptedAnswer":
  576.         {
  577.           "@type":"Answer",
  578.           "text":"<p>DDP stands for 'Delivered Duty Paid', and DDU means 'Deliver Duty Unpaid'. With DDP, the merchant assumes all of the responsibility, risk, and costs associated with transporting goods until the buyer receives or transfers them at the shipping destination. This includes responsibilities for the merchant to pay for shipping costs, export and import duties, insurance, and any other expenses incurred during shipping. Often merchants add these fees to the purchase price and list the fees in the checkout area of the shopping cart, but sometimes merchants decide to absorb the cost without charging their buyers or offer a flat fee. Conversely, DDU means that the buyer is responsible for paying the fees upon receiving the shipment. For DDU taxes are paid by the buyer upon receiving the shipment.</p>"
  579.         }
  580.     },
  581.     {
  582.       "@type":"Question",
  583.       "name":"<h4>Should I offer my customers DDP or DDU?</h4>",
  584.       "acceptedAnswer":
  585.         {
  586.           "@type":"Answer",
  587.           "text":"<p>Whether you should offer your customers DDP or DDU depends on multiple factors, including the kind of goods you sell, where you sell the goods from and to, and the weight and cost of the goods, to name just a few. That said, we generally recommend using DDP since your customers are guaranteed to pay only the duty tariffs and customs fees shown upfront during the purchase process. FlavorCloud eliminates a lot of duties and fees associated with duties and taxes and therefore ends up saving customers a significant amount of money.  It also ensures that your customers are not upset to see surprise duty bill when they receive the shipment. Paying duty tariffs and customs fees upfront with DDP also helps reduce issues during the customs clearing process and goes through an expedited process thus avoiding potential delays with delivering your shipment to your customer.</p>"
  588.         }
  589.     },
  590.     {
  591.       "@type":"Question",
  592.       "name":"<h4>Can I set DDP or DDU as a default in the checkout cart?</h4>",
  593.       "acceptedAnswer":
  594.         {
  595.           "@type":"Answer",
  596.           "text":"<p>Yes, you can set the terms of service (DDP, DDU) at checkout. Once you select the shipping service levels (standard, express) you would like to offer your customers for international orders in the 'Shipping' section of the 'Settings' menu of your FlavorCloud account, you can define which terms you wish to offer for duty tax collection as a default selection on the checkout screen of your online store. For example, in the screen below you will see that the merchant has chosen to provide only DDP options.</p>"
  597.         }
  598.     },
  599.     {
  600.       "@type":"Question",
  601.       "name":"<h4>Where do I place the customs documentation that goes with shipments?</h4>",
  602.       "acceptedAnswer":
  603.         {
  604.           "@type":"Answer",
  605.           "text":"<p>The custom docs should be put in the clear pouch that gets added to packages. The documents must be placed in it with the label in front.</p>"
  606.         }
  607.     },
  608.     {
  609.       "@type":"Question",
  610.       "name":"<h4>Who do I send the required customs documentation to?</h4>",
  611.       "acceptedAnswer":
  612.         {
  613.           "@type":"Answer",
  614.           "text":"<p>Where available, FlavorCloud will directly transmit the customer's documentation to the carrier and customs authorities. If electronic transmission is not available, you will need to enclose the customs docs in the transparent pouch affixed to package along with the shipping label.</p>"
  615.         }
  616.     },
  617.     {
  618.       "@type":"Question",
  619.       "name":"<h4>How do I get a commercial invoice?</h4>",
  620.       "acceptedAnswer":
  621.         {
  622.           "@type":"Answer",
  623.           "text":"<p>In the FlavorCloud app., select an order, and then pick 'Custom Docs' from the 'Actions' menu. This will open up a new window where you find the commercial invoices to print and/or save and store. In the new window, you find 3 copies of the commercial invoice per order since different custom entities use them to document the export and import of your goods. If you would like to get access to the commercial invoice of multiple orders at the same time, simply select all the orders from the order list for which you would like invoices. Note, you can also select the 'Share' option in the 'Actions' menu to email the commercial invoices and shipping labels.</p><p>Please note, in almost all cases, we transmit electronic copies of the commercial invoices directly to the carriers and customs organizations downstream in which case you won’t have to print and add to the parcel. Where this is the case, you will see a blue 'E' icon next to the Reference number of the order.</p><p>In rare cases with unique restrictions for products or country-specific restrictions, electronic copies of the commercial invoice can't be provided. In this situation, there will be no 'E' icon next to the Reference number upon fulfillment of the order, but instead you will need to print out 3 copies by selecting the order and then printing them out via the 'Actions' menu and then add the copies to the shipment for access by carriers and customs organizations.</p>"
  624.         }
  625.     },
  626.     {
  627.       "@type":"Question",
  628.       "name":"<h4>Who and where are customs duties and taxes remitted to?</h4>",
  629.       "acceptedAnswer":
  630.         {
  631.           "@type":"Answer",
  632.           "text":"<p>With DDP (merchant collects the duties and taxes shown at checkout from the customer), FlavorCloud remits the amounts to customs organizations in importing countries. With DDU, FlavorCloud shows an estimate at checkout for duties and taxes, while the customer receives a duty bill directly from customs or the carrier, and the shipment will not be delivered unless the duties due are paid.</p>"
  633.         }
  634.     },
  635.     {
  636.       "@type":"Question",
  637.       "name":"<h4>How do I get billed by FC?</h4>",
  638.       "acceptedAnswer":
  639.         {
  640.           "@type":"Answer",
  641.           "text":"<p>FlavorCloud invoices you daily for any shipments that moved that day. i.e. once your shipment is scanned by a carrier for the first time, which typically happens when the carrier picks up your shipment at your warehouse/location.</p>"
  642.         }
  643.     },
  644.     {
  645.       "@type":"Question",
  646.       "name":"<h4>When do I get billed by FC an international shipment?</h4>",
  647.       "acceptedAnswer":
  648.         {
  649.           "@type":"Answer",
  650.           "text":"<p>You are being billed 'at first scan', i.e. when your shipment gets scanned the first time by the carrier. This typically happens when the carrier picks up the shipment at your warehouse.</p>"
  651.         }
  652.     },
  653.     {
  654.       "@type":"Question",
  655.       "name":"<h4>What payment options does FC offer?</h4>",
  656.       "acceptedAnswer":
  657.         {
  658.           "@type":"Answer",
  659.           "text":"<p>FlavorCloud currently supports credit cards and PayPal as payment options.</p><p>You can enter and update your payment information in the 'Payment' tab of the 'Billing' sections.</p>"
  660.         }
  661.     },
  662.     {
  663.       "@type":"Question",
  664.       "name":"<h4>How often am I billed by FC?</h4>",
  665.       "acceptedAnswer":
  666.         {
  667.           "@type":"Answer",
  668.           "text":"<p>We bill you daily for the shipments that moved on that day, using the payment instrument you entered in the 'Settings' section of your FlavorCloud account.</p>"
  669.         }
  670.     },
  671.     {
  672.       "@type":"Question",
  673.       "name":"<h4>Where can I see what I have been billed by FC?</h4>",
  674.       "acceptedAnswer":
  675.         {
  676.           "@type":"Answer",
  677.           "text":"<p>Your invoices are listed in the 'Invoice' tab un the 'Billing' section of your FlavorCloud account. Using the date field at the top you can select a date range to see all invoices for the selected date range, including billing status.</p>"
  678.         }
  679.     },
  680.     {
  681.       "@type":"Question",
  682.       "name":"<h4>Where can I track invoices from FC?</h4>",
  683.       "acceptedAnswer":
  684.         {
  685.           "@type":"Answer",
  686.           "text":"<p>To access and track invoices issued by FlavorCloud go to the 'Billing' section on the main screen of your FlavorCloud dashboard. Once in the 'Billing' section, click on the 'Invoices' tab at the top of the page which will get you to the list of 'Invoices' ordered by date. Select a date range in the drop-down menu if you’d like to view invoices of a specific period. You can export the invoice data by selecting one or several invoices and then choose the export method of choice by clicking on the appropriate button on the right top of the invoice list (Excel, PDF).</p>"
  687.         }
  688.     },
  689.     {
  690.       "@type":"Question",
  691.       "name":"<h4>How can I track the various fees associated with an order/shipment?</h4>",
  692.       "acceptedAnswer":
  693.         {
  694.           "@type":"Answer",
  695.           "text":"<p>In the 'Order' section of your FlavorCloud dashboard, you find the various listed for each transaction by scrolling to the right. For each order you see the following charges listed:</p><ul><li>Shipping cost</li><li>Duty charges</li><li>Commissions charged by FlavorCloud</li><li>Order value</li><li>Total shipment cost (shipping cost & duty charges, as applicable)</li></ul>"
  696.         }
  697.     },
  698.     {
  699.       "@type":"Question",
  700.       "name":"<h4>Where can I get a payment receipt for FC invoices?</h4>",
  701.       "acceptedAnswer":
  702.         {
  703.           "@type":"Answer",
  704.           "text":"<p>Yes, on the 'Invoice' tab where you find your list of invoices you can select one or multiple invoices, at which point you get the option presented to download the invoice(s) in Excel or PDF format. Once you choose one of the options your payment receipt will appear in a new window with details by shipment. You then can save and/or print the payment receipt.</p>"
  705.         }
  706.     },
  707.     {
  708.       "@type":"Question",
  709.       "name":"<h4>What if I would like to get a monthly overview of all invoices, cost, and fees?</h4>",
  710.       "acceptedAnswer":
  711.         {
  712.           "@type":"Answer",
  713.           "text":"<p>On the 'Invoice' tab of the FlavorCloud 'Billing' section, you can select a custom range to view and export data such as shipping rates, duty fees, and commissions paid to FlavorCloud.</p><p>By way of example, you can select a customs range like an entire month. Then select all invoices and export to Excel as shown below.</p>"
  714.         }
  715.     },
  716.     {
  717.       "@type":"Question",
  718.       "name":"<h4>How do you bill for shipments that are part of a subscription?</h4>",
  719.       "acceptedAnswer":
  720.         {
  721.           "@type":"Answer",
  722.           "text":"<p>Some merchants offer shipments as part of a subscription to customers. For example, a customer pays $50 per month to receive every month a case of fine wines. While you may charge your clients a monthly or annual subscription fee, FlavorCloud bills daily for shipments moved that day, i.e. we bill you whenever an order is shipped.</p>"
  723.         }
  724.     }
  725.   ]
  726. }
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