FAQs

At Jetti, nothing is more important to us than our customers. We want your experience to be a rewarding one, which is why we regularly update you on changes to our products. Here you can stay up to date with the latest features and enhancements – and other great stuff going on at Jetti.

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Learn more about how they view their orders here.

Last updated August 15th, 2020

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

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

Yes.

Last updated August 15th, 2020

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

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

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

Last updated August 15th, 2020

What if my vendor is using a different shipping app?

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

Last updated August 15th, 2020

How do I include shipping label in the packing slip?

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

Last updated August 15th, 2020

How do I generate labels for return outbound shipments?

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

Last updated August 15th, 2020

How to void a shipping label that was accidentally printed?

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

How can I export a file of all vendor emails?

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

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

Last updated August 15th, 2020

How to map values correctly in CSV or Google Sheets?

When mapping values, you need to have the Name, qty, and sku.

Important: qty needs to be written that way, with lower case. If you write quantity or Qty, it won't work.

Read more about mapping values correctly here.

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

Can I override my vendor's inventory policy?

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

Last updated August 15th, 2020

What happens if rates are not showing on Shippo?

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

Will changing the theme impact my Shopify and Jetti setup?

No, changing the theme does not impact Jetti.

Last updated August 15th, 2020

How can I export a list of my vendors?

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

How can I make a manual adjustment to an invoice?

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

Last updated August 15th, 2020

How do I integrate with my Wix vendor?

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

What is the difference between commission rates and cost prices?

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

Last updated August 15th, 2020

How can I delay payments to my vendors?

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

How do I set adjustment reasons?

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

Last updated August 15th, 2020

How can I track shipping costs from my vendors?

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

Last updated August 15th, 2020

What if my customers use a discount code?

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

Last updated August 15th, 2020

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

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

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

Last updated August 15th, 2020

Why does the system import all sizes as different items?

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

Last updated August 15th, 2020

Which price syncs to the vendor's store?

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

Last updated August 15th, 2020

Does Jetti support customizable product options & product bundling?

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

They can use the dropship portal.

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

Where do vendors receive orders to?

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

Last updated August 15th, 2020

What is my seller's list prices without tax?

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

Last updated August 15th, 2020

What does an inventory only - integration mean?

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

Last updated August 15th, 2020

How to regenerate shipping label?

You can do so from your Jetti account:

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

Last updated August 15th, 2020

How often does the product sync run?

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

Last updated August 15th, 2020

What product information is synced?

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

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

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

Last updated August 15th, 2020

Can vendors manually create and upload their products?

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

Last updated August 15th, 2020

From what e-commerce platforms can products be imported?

See a list of our integrations with e-commerce platforms here under https://jetti.io/integrations/dropship

Last updated August 15th, 2020

What is the process for creating a shipping label?

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

Last updated August 15th, 2020

Can you set up my account?

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

Last updated August 15th, 2020