Question 1

Where can I find an order tracking link for a customer?

Accepted Answer

Open Dashboard > Order routing, find the order, and use Copy customer tracking link in its Shipment tracking card. If no link has been created yet, that action creates it and copies the URL. Standalone shipment records are separate: find them in Dashboard > Shipment tracking, choose View details, then use the Customer tracking link section on that shipment.

Question 2

What should I do if an order has no customer tracking link yet?

Accepted Answer

Open Dashboard > Order routing and review the order’s recorded status and Shipment tracking card, including the carrier, tracking number, shipment status, last-updated time, and any recorded events. Check the order status directly: missing tracking details or a missing customer link alone do not mean the order is marked Exception. If shipment details are available and only the customer link is missing, choose Copy customer tracking link; the action creates the customer URL and copies it for you to share. If shipment details are unavailable, follow up directly with the supplier. Shipment details are seller-entered; Cargowisp does not receive carrier updates automatically.

Question 3

What inventory and pricing information can I review before importing a supplier product?

Accepted Answer

In Dashboard > Supplier catalog, review the stock status and Cargowisp-stored inventory quantity when available, along with the supplier cost. The inventory details show the last refresh time or attempt status when available; the stored quantity is not a live Amazon inventory sync. In Dashboard > Product import, review the product’s retail price and supplier cost before creating an editable listing draft, where you can review and edit those listing values. These figures are for your review: inventory may be unavailable, and Cargowisp does not guarantee supplier inventory or pricing is current or complete. Confirm availability and costs with the supplier before relying on them.

Question 4

How does supplier fulfillment work?

Accepted Answer

In the documented workflow, you remain the seller of record. You contact or instruct your seller-identified supplier, create the order, and enter and advance it through the supplier handoff statuses, including Sent to supplier, Supplier accepted, and Shipped. The supplier accepts the handoff and ships the order to the customer while presenting your business as the seller. You remain responsible for customer-facing returns, customer service, and your seller agreement and Amazon policy obligations. Cargowisp organizes and records the workflow, including handoff status, supplier follow-up, exceptions, and shipment details you enter; it does not contact suppliers, make supplier decisions, fulfill orders, or synchronize carrier updates automatically.

Question 5

Who handles each step of supplier fulfillment?

Accepted Answer

Seller: You contact or instruct the seller-identified supplier, create the order in Cargowisp, and advance it through the recorded handoff workflow. You also own customer-facing returns, customer service, seller policy and account obligations, and supplier follow-up. Supplier: The supplier accepts the handoff and ships the order while identifying your business as the seller. Cargowisp: Cargowisp organizes and records seller-entered statuses, notes, exceptions, and available shipment details. It does not contact suppliers, make supplier decisions, fulfill orders, or synchronize carrier updates automatically.

Question 6

How do I hand an order to my supplier?

Accepted Answer

You contact or instruct the seller-identified supplier, create the order in Cargowisp, and advance the seller-entered handoff workflow through the supported statuses: Sent to supplier, Supplier accepted, and Shipped. The supplier—not Cargowisp—is responsible for deciding whether to accept the handoff and for shipping the order. These statuses record the workflow state you enter; they are not automatic supplier confirmations. A saved supplier handoff note is internal seller workspace context, separate from supplier confirmation. Saving a note does not prove the supplier accepted, shipped, or otherwise acted on the order. Follow up with the supplier directly and record relevant follow-up information separately. Cargowisp records the seller-entered workflow, notes, and available shipment details; it does not contact suppliers, make supplier decisions, fulfill orders, or synchronize carrier updates.

Question 7

What should I do when an order is marked Exception?

Accepted Answer

Use this guidance only when the order’s recorded status is Exception. Open Dashboard > Fulfillment exceptions and select the order to review its current order status and exception history. The queue can also show orders marked Cancelled; a cancelled status is not a current exception. Missing order or shipment details, including missing tracking information, do not by themselves mean an exception. While the order status is Exception, use the available actions as appropriate: save a seller note, mark the exception resolved or unresolved, or choose Retry routing. Retry routing changes the recorded order status to Sent to supplier and records the action; it does not confirm supplier acceptance or contact. Marking the exception resolved records your resolution outcome but does not change the order status or verify supplier action. Contact the supplier yourself as needed and decide whether the exception is resolved. Cargowisp records seller actions and does not contact suppliers or send automated follow-up.

Question 8

Does Cargowisp guarantee supplier performance?

Accepted Answer

Cargowisp connects sellers with vetted suppliers, but that connection is not a guarantee or promise of supplier performance or compliance. Sellers remain responsible for their customer experience and account health.

Question 9

Who is the seller of record, and what responsibilities remain mine?

Accepted Answer

You remain the seller of record and are responsible for Amazon compliance, product quality, returns, customer service, and account health. Cargowisp organizes and records the seller-led supplier workflow; it does not take over, perform, or guarantee those seller responsibilities.

Question 10

What are my responsibilities when a supplier fulfills an order?

Accepted Answer

You remain the seller of record when a supplier fulfills an order. Agree that the supplier will identify only your business on packing slips, invoices, packaging, and other included materials, and remove any third-party seller details before shipping. You remain responsible for returns and following your seller agreement and Amazon policies. Read Amazon's U.S. Drop Shipping Policy.

Question 11

What tracking requirements apply when a supplier ships an Amazon order?

Accepted Answer

Supplier-fulfilled Amazon orders remain your responsibility as the seller of record. Amazon’s U.S. policy requires a Valid Tracking Rate of at least 95% at the product-category level for seller-fulfilled orders; Seller Fulfilled Prime has a separate 99% requirement across categories. At ship confirmation, select an Amazon-integrated carrier and enter its matching shipping service and tracking ID. For packages shipped from the U.S., Amazon must record at least one physical carrier scan for tracking to count as valid. Cross-border shipments have different scan rules. Read Amazon’s U.S. Valid Tracking Rate policy.

Question 12

What seller identification must appear when a supplier ships a package?

Accepted Answer

When a supplier ships a package, you remain the seller of record. Customer-facing packing slips, invoices, external packaging, and related package materials must identify only your business as the seller. Before shipment, remove any material that identifies a different seller or the supplier.

Question 13

What does neutral packaging mean in this workflow?

Accepted Answer

Neutral packaging is an optional, supplier-dependent capability where available; it is not guaranteed for every workflow. Confirm availability and the exact packaging details with the supplier before relying on it.

Question 14

How do I share an order’s tracking link with an Amazon customer?

Accepted Answer

Open Dashboard > Order routing and find the matching order. In its Shipment tracking card, choose Copy customer tracking link; if no link exists yet, this creates and copies one. Before sending, confirm the link belongs to that order and verify the saved carrier and tracking number against the shipment details. If either detail is wrong, correct and save it before sharing. Send the verified link to the Amazon customer through your usual customer communication channel.

Question 15

What should I do when a customer says their tracking has not updated?

Accepted Answer

Open Dashboard > Order routing, find the order, and review its Shipment tracking card: check the saved carrier and tracking number, shipment status, Tracking last updated time, and recorded events. For a standalone shipment, open Dashboard > Shipment tracking, choose View details, and review its saved details, status, last-updated time, and events.

If a customer tracking link is available, share the existing link: in Order routing, use Copy customer tracking link in the order’s Shipment tracking card; for a standalone shipment with an active link, use Copy customer link in its Customer tracking link section. Explain that the link reflects shipment information saved in Cargowisp; it does not provide live carrier updates or delivery estimates.

For more information about a delayed scan or shipment progress, contact the supplier or carrier directly. That follow-up happens outside Cargowisp. Do not promise when another scan will appear or a delivery outcome.

Question 16

How do I correct a standalone shipment’s carrier or tracking number?

Accepted Answer

Open Dashboard > Shipment tracking and select the existing shipment. Edit the Carrier and/or Tracking number fields, then choose Save shipment details. The saved carrier and tracking number cannot be blank. This updates the seller-entered shipment details only; it does not automatically synchronize with the carrier, change the shipment status, or replace or revoke an existing customer tracking link.

Question 17

How do I correct tracking details after sharing a customer link?

Accepted Answer

For an order, open Dashboard > Order routing, find the order, and review its Shipment tracking card. Edit the carrier, tracking number, or shipment status and choose Save tracking. For a standalone shipment, open Dashboard > Shipment tracking, choose View details for the shipment, review its saved details, make your correction, and choose Save shipment details.

If the customer link is active, its page reflects the details saved for that order or shipment. After saving, use Copy customer tracking link on the order or Copy customer link on the standalone shipment to copy that same link again, then share it through your usual customer communication channel. Saving tracking details does not automatically notify the customer, and carrier updates are not automatic.

Question 18

How do I disable a standalone shipment tracking link?

Accepted Answer

These steps apply to a standalone shipment tracking link. Go to Dashboard > Shipment tracking, open the shipment, and find the Customer tracking link card. While the link is active, select Disable customer link. The control is available only while the link is active.

Question 19

Does disabling a standalone customer tracking link change the order status?

Accepted Answer

Disabling a standalone customer tracking link records the link as Disabled and makes its customer URL unavailable. This changes link availability only; it does not change the underlying order status. If a customer opens the old URL, the tracking page reaches the unavailable state and says “Shipment details aren’t available,” with guidance to contact the seller through the order or customer-service channel used to place the order. Order routing customer tracking links currently have no revoke control or verified revoke action, so do not promise that an Order routing link can be revoked.

Question 20

What should I do if a customer needs tracking after I disable a standalone link?

Accepted Answer

The disabled standalone tracking link is unavailable. Cargowisp does not provide a restore action or allow another customer tracking link to be issued for that standalone shipment record. If the customer needs an update, direct them to contact you through the order or customer-service channel used to place the order. This guidance is specific to standalone shipment links and does not establish a verified revoke or restore action for Order routing links.

Question 21

Can I revoke an Order routing customer tracking link?

Accepted Answer

The standalone disable steps above do not apply to Order routing links. In Dashboard > Order routing, the Customer tracking link panel currently provides create/copy and email actions, but no revocation control or verified revocation effect. Do not promise that an Order routing customer tracking link can be disabled.

Question 22

What does the $99 paid pilot include?

Accepted Answer

The paid pilot is $99 USD one-time for 30 days. It includes one 30-minute remote onboarding session arranged by email and email support with a two-business-day response target. Apply for the paid pilot.

Seller fulfillment FAQ

Qualified U.S. Amazon seller? Apply for the paid pilot.

Seller workspaceWhere can I find an order tracking link for a customer?

Seller workspaceWhat should I do if an order has no customer tracking link yet?

Seller workspaceWhat inventory and pricing information can I review before importing a supplier product?

Policy brief guidanceHow does supplier fulfillment work?

Policy brief guidanceWho handles each step of supplier fulfillment?

Policy brief guidanceHow do I hand an order to my supplier?

Policy brief guidanceWhat should I do when an order is marked Exception?

Policy brief guidanceDoes Cargowisp guarantee supplier performance?

Policy brief guidanceWho is the seller of record, and what responsibilities remain mine?

Policy brief guidanceWhat are my responsibilities when a supplier fulfills an order?

Policy brief guidanceWhat tracking requirements apply when a supplier ships an Amazon order?

Policy brief guidanceWhat seller identification must appear when a supplier ships a package?

Policy brief guidanceWhat does neutral packaging mean in this workflow?

Policy brief guidanceHow do I share an order’s tracking link with an Amazon customer?

Seller workspaceWhat should I do when a customer says their tracking has not updated?

Policy brief guidanceHow do I correct a standalone shipment’s carrier or tracking number?

Seller workspaceHow do I correct tracking details after sharing a customer link?

Policy brief guidanceHow do I disable a standalone shipment tracking link?

Policy brief guidanceDoes disabling a standalone customer tracking link change the order status?

Policy brief guidanceWhat should I do if a customer needs tracking after I disable a standalone link?

Policy brief guidanceCan I revoke an Order routing customer tracking link?

Policy brief guidanceWhat does the $99 paid pilot include?

Qualified U.S. Amazon seller? Apply for the paid pilot.