Fulfilling and managing Shopify Markets Pro orders

You can fulfill your international orders with Markets Pro using either of the following options:

Buy and print DHL Express and DHL eCommerce shipping labels directly in your Shopify admin.
Fulfill and ship orders using DHL Expres and DHL eCommerce shipping labels from your third-party fulfillment partner.

You can also refund and return Markets Pro orders.

Considerations for buying Markets Pro shipping labels

Before you buy the DHL shipping labels for your international orders, review the following considerations and limitations:

You can't add shipping insurance to Markets Pro shipping labels.
Carrier packages aren't supported with Markets Pro. If you're fulfilling from within Shopify, then you must use custom packages from the Shipping and delivery settings in your admin. If you're fulfilling using a third-party fulfillment partner, then you must use the packages set up in that app or platform.
You can buy only DHL Express and DHL eCommerce shipping labels.
To keep duties calculations accurate, you can't edit the shipping country for prepaid duties orders or for orders that ship to Canada, United States, or Brazil. You also can't edit the shipping province or state.
The maximum international shipment's declared value is 25,000 USD.
Custom line items aren't supported with Markets Pro. To ship custom line items, you need to create a draft order and change the merchant of record on the order from Markets Pro to yourself.
The customer's first name or last name can't be a single letter in the customer shipping details. For example, J Doe and John D are both invalid customer name formats.
Splitting a single product into multiple shipments isn't supported with Markets Pro. A total of 1 shipping label per product can be purchased for each order.
DHL shipping labels display a weight of 1 lb for all labels, to prompt DHL to weigh each package. The weight declared by you at the time of label creation is stored in the label barcode for DHL to compare.
Orders that contain free items display a value of $1.00 USD on commercial invoices for any of the free items. This doesn't guarantee that the shipment will successfully pass through customs, and there isn't a way to manually declare the value of the free item.

Fulfilling orders directly in your Shopify admin

You can fulfill your Markets Pro orders directly in your Shopify admin by buying DHL Express and DHL eCommerce shipping labels individually or in bulk.

Buy and print shipping labels individually

From your Shopify admin, go to Orders.
Click an order that contains unfulfilled items.
In the Unfulfilled section, click Create shipping label.
In the ITEMS section, confirm the number of items that you want to include in this fulfillment. If you want to ship the customer's order using more than one fulfillment, then change the quantity of each item that you don't want to ship in this fulfillment. You can buy an additional shipping label for each fulfillment that's required to complete the entire order.
Review the customs declaration form and add any missing information:
1. In the ITEMS section, click Edit customs information.
2. Verify your product information such as weight, quantity, value, and description.
3. Click Save.
In the Package section, select an existing package or create a new package:
- To use an existing package, select a package from the Package drop-down menu.
- To create a new package, follow these steps:
  1. In the Package section, click Add package.
  2. In the Add package dialog, enter the information about your new package.
  3. Click Add package.
In the Total weight (with package) field, enter the total weight of your shipment.
In the Shipping date field, select a shipping date. If you want to automatically send shipment details to your customers on that date, then select Send shipping information to customers.
Review your shipping details in the Summary section, and then click Buy shipping label.
Choose whether to collate your shipping labels with any customs forms or packing slips, and then select your printing paper format.
Print your shipping labels and documents.

Buy and print shipping labels in bulk

From your Shopify admin, go to Orders.
Optional: To view only the orders that need to be fulfilled, click the Unfulfilled tab.
Select the checkbox next to each order that you want to create a shipping label for.
Click Create shipping labels. If you fulfill from multiple locations, select the appropriate location, and then click Continue.
Review the customs declaration form and add any missing information:
1. Click the Items field for an order.
2. Click Edit customs declaration.
3. For each product, verify product weight, quantity, value, and description.
4. Optional: Select Save shipping info to product details.
5. Under Update customs declaration form, select an option to update multiple orders, or only this order.
6. Click Save.
On the Create shipping labels page, make any edits to your labels.
Click Review and buy.
Optional: Change the shipping date.
Optional: Change whether an order fulfillment email is sent to your customers.
Click Buy shipping labels.
Choose whether you want to collate your shipping labels with customs forms, and packing slips, and then select your printing paper format.
Print your shipping labels and documents.

Fulfilling orders using external fulfillment services

Shopify Markets Pro orders can be fulfilled through the following compatible fulfillment services:

Flexport (Ships exclusively with DHL Express)
Shipstation
ShipHero Inventory and Shipping

If you need to void an existing shipping label from the external fulfillment service and be issued a new one, then click Cancel label, and then purchase a new label. You are charged only for the label that is scanned by the shipping carrier.

If you use a fulfillment service that isn't on this list and want to get started immediately, then you or your fulfillment partner need to purchase shipping labels and fulfill Markets Pro orders through your Shopify admin. If you want to integrate an external fulfillment service with Shopify Markets Pro, then contact your sales representative.

More compatible fulfillment services will be introduced in the future. If you're a fulfillment service or a merchant who uses a fulfillment service that isn't on this list, then contact support.

Orders on hold

Markets Pro orders are placed on hold and can’t be fulfilled until the hold is removed. During the order hold, Markets Pro performs a fraud analysis of your order, checks your order's information, such as your customer's email and phone number, and confirms that accurate duties and import taxes were collected, if applicable.

The order hold is usually removed within five minutes. In some cases, Markets Pro might hold your order for longer to do additional order screening.

After the order hold is removed, your order payment is captured automatically or you can capture it manually depending on your payment capture method.

Managing Markets Pro draft orders

When you create a draft order and add a customer that has a shipping address from a market managed by Markets Pro, then the Markets Pro merchant of record is automatically selected for your draft order.

It's important to assign a Markets Pro shipping service to your draft order. If you fail to assign a Markets Pro shipping method, then duties won't be calculated and Markets Pro won't be assigned as the merchant of record.

If you don't add a customer, but you select a market managed by Markets Pro, then the Markets Pro merchant of record is automatically selected for your draft order.

The following considerations apply to draft orders managed by Markets Pro:

Deferred payments aren't supported.
Adding custom line items isn't supported.
B2B orders can't be processed as Markets Pro orders. You need to switch to your own merchant of record.
You can't add restricted products.
You can't ship to incompatible countries or regions.
Your draft order needs to have a customer's phone number, email, and shipping address.
Your draft order needs to have a higher than zero value.
Your draft order needs to have an assigned a Markets Pro shipping service. If you don't assign a Markets Pro shipping method, then duties won't be calculated and Markets Pro won't be assigned as the merchant of record.

Change the merchant of record for your international draft order

You can change the merchant of record for your international draft order. If you change the merchant of record from Markets Pro to your own, then you're responsible for handling the financial and legal complexities of international sales.

Depending on the merchant of record that you select, you get access to different shipping labels:

for orders managed by Markets Pro, you can buy Markets Pro shipping labels
for orders managed by your own merchant of record, you can buy Shopify Shipping labels

Steps:

From your Shopify admin, go to Orders > Drafts.
Click the draft order that you want to change the merchant of record for.
In the Market section, click ..., and then click Change merchant of record.
Select the merchant of record that you want to manage your order with.
Click Save.

Refunding and returning Markets Pro orders

You can refund Markets Pro orders the same way as you refund your other orders in your Shopify admin. For more information, refer to Creating returns and refunds.

30-day exchange rate guarantee

Markets Pro orders that are paid in a foreign currency have a foreign currency rate lock applied for 30 days. The 30-day exchange rate guarantee ensures that the same currency exchange rate is applied for 30 days after your order is placed and helps you avoid any losses resulting from currency value fluctuations.

This means that if you need to refund an order that was placed in less than 30 days, then the exchange rate will be the same as when the order was placed.

Duties, customs, and VAT

After the Markets Pro order is fulfilled, refunds aren't provided for duties, customs fees, or VAT. If a full order is refunded before the order fulfillment, then duties and customs are refunded to you on the following payout date.

Returns

You can purchase a return label for Markets Pro orders from a third-party provider or carrier. Markets Pro orders don't have any specific requirements for return labels.

Exchanges

A product exchange is considered as a new Markets Pro order that needs to go through customs. You or your customer need to pay duties and taxes for the second time.

B2B orders with Markets Pro

B2B orders aren't supported by Shopify Markets Pro. When you make B2B orders to countries or regions managed by Markets Pro, you need to be your own merchant of record for those orders. Orders will automatically switch so that you are the merchant of record in checkout. You can also process B2B orders as draft orders.

Free orders with Markets Pro

Free orders aren't supported by Shopify Markets Pro. When you create an order with a zero dollar value to countries or regions managed by Markets Pro, you need to be your own merchant of record for those orders. At checkout, these orders will automatically have the store as the merchant of record.