Oberlo FAQ

Find answers to questions about Oberlo.

What is dropshipping?

Dropshipping lets you sell products by using a supplier that holds the inventory and ships the product for you. You pay the wholesale price to the supplier, while controlling the price that your customers see in your Shopify store.

To learn more, see an Dropshipping with Oberlo.

How do I start dropshipping with Oberlo?

If you are new to Oberlo and dropshipping, then it's a good idea to get started by creating an account on the Oberlo website and following the step-by-step instructions for setting up your store. If you already have a Shopify store setup and you are familiar with dropshipping, then install Oberlo from the Shopify App Store to get started right away.

After you install the app, you can add and import products from Oberlo directly into your Shopify store.

How do I access my Oberlo account?

If your Shopify store is connected to an Oberlo account, then you can access it through your Shopify admin:

  1. From your Shopify admin, go to Apps.

  2. In the Installed apps section, click Oberlo.

You can also go to the Oberlo website and access it by clicking Login.

How do I get paid?

All Shopify-supported payment methods rely on third-party providers to process your transactions. Every provider has to process each payment, so there is usually a delay between when the customer pays for their order and when you receive the payment. After the payment is processed, the purchase amount is transferred to your merchant account.

To learn more about getting paid, see Getting paid.

How do I cancel my Oberlo account?

To cancel your Oberlo account, uninstall the app from your Shopify store. If you decide to use Oberlo at a later date, then re-install the app and your dropshipping products re-sync to your Shopify store.

Who are Oberlo Verified suppliers?

Oberlo Verified suppliers are the top-performing suppliers on the Oberlo marketplace. Oberlo Verified suppliers meet the following requirements:

  1. Consistently ship 95% of their orders on-time
  2. Processed 1,000+ orders through Oberlo successfully
  3. Offer automated one-click order shipping for their products
  4. Fast support due to the direct relationship with the Oberlo team
  5. Warehouses checked by Oberlo
  6. Working conditions checked by Oberlo
  7. Business contacts and addresses checked by Oberlo
  8. Dedicated staff to make sure your orders are delivered on-time
  9. Product and shipping capacity verified by Oberlo
  10. Dispute rates lower than 2%
  11. Do not include promotional content in their packaging

How do I change my customer's shipping address?

You might have to change a shipping address if a customer contacts you requesting that you ship an order to a different address than the one they provided during checkout.

If a customer asks to change their shipping address before the order has been placed with the supplier, then go to the order page and click Edit next to the customer's shipping address:

Editing a customer's shipping address

After you save the new address, it updates automatically in Oberlo.

If a customer asks to change the shipping address after the order has already been purchased, then contact the supplier by direct message and ask to change the shipping address.

How do I change the supplier for a specific product?

You can change your supplier for a product by using the override feature. If you have any products that haven't been purchased from the original supplier, then you're prompted to match the variants to the new supplier's variants.

How do I contact a supplier?

You can contact Oberlo Verified suppliers and Oberlo suppliers from within the app.

Steps:

  1. Visit the Suppliers page.

  2. Find your supplier and click Preview Products.

  3. Click the envelope icon next to the supplier's name at the top of the page.

  4. Enter your message.

You can manage your messages and see replies from suppliers on the All Messages page.

You can contact AliExpress suppliers by going directly to their online store and clicking Contact Now.

How do I inform suppliers that I'm dropshipping?

Oberlo Verified suppliers and Oberlo suppliers work directly with Oberlo, and they do not include any promotional material or order invoices in the packages.

If you dropship products from AliExpress, we recommend adding a custom note to the suppliers informing that you are dropshipping because there is a risk that AliExpress suppliers will add some promotional material or order invoices in the package.

To add a custom note, go to Oberlo > Settings > Suppliers > Custom note. The supplier sees this message together with the order information.

How do I create an order manually?

If an order doesn't appear in your Oberlo account, then you need to override the unsynced products, then create a draft order with the same items from the original order. The order then appears in Oberlo and you can purchase the products from the supplier.

Will my customers get charged import costs (customs or duties) for their orders?

Typically, no. Most suppliers mark the packages as a Gift, which means the receiving customer won't pay any import taxes. However, the supplier can't guarantee that this happens with every order. To avoid unhappy customers, add a note in your store policies page informing customers that import costs might apply and that the customer is responsible for paying them. To learn more about generating a store policy, see Add a webpage with your store policies.

How do I resend a shipping notification email?

You can resend a shipping notification email from the Orders page in your Shopify admin by clicking the Resend email button.

What do I do if a product becomes unavailable from my supplier?

When suppliers leave the Oberlo Marketplace or AliExpress, or change their product offering, some products in your store can become unavailable for you to order for your customers. If this happens, then you need to update or remove those products, fulfill or cancel any orders, and then review your Oberlo auto update settings.

Update or remove an unavailable product

Search in Oberlo and on aliexpress.com for the same product, but offered by a different supplier. If you find the same product, then you can override your unavailable product with the new product. This allows you to fulfill all existing orders with that product and continue selling it in your store. See Overriding products.

If you can't find the same product, then delete the product from your Shopify store so that customers can no longer purchase it. See Delete a product.

Fulfill or cancel any orders containing the unavailable product

If you find a replacement and override the unavailable product, then you can fulfill all existing orders normally. See Orders.

If you can't find a replacement product, then you should cancel the fulfillment of those products in your orders and refund your customers. See Refunding and canceling orders.

Review your auto update settings

Make sure that your auto update settings are set to what makes the most sense for your business when products or variants go out of stock. See the auto update settings in General settings.

Ready to start selling with Shopify?

Try it free