To open the incident report you should go to the Contact area from your account, then select the Logistics and After-sales department and one of the two query fields:

Order not received: for queries regarding orders that haven’t been received or where not all the packages sent have been received (partial receipt).

Order received: to report incidents after receiving all the packages belonging to your order. In this case, you should provide all the required documents exactly as they are requested. Sending incorrect, inaccurate documents, or the absence of these, will invalidate the possibility of any claim and will lead to the incident report being cancelled.

As a seller, you will need to carry out all the prior checks with your customer and collect all the information required in order to complete the incident report correctly. You will find all the information requested in the packing list, which is attached to all our deliveries, whether they are B2B or dropshipping. This contains your order, the items ordered, the signature or number of the operators that prepared the order (control check 1 and 2).

You will need to complete the “Comments” field with a clear explanation and as much detail as possible. You must also add, in the file attachments, all the requested images of the item in question. 

Once your query is open, our after-sales team will carry out a thorough review of the case to inform you whether the return will go ahead. If this is the case, we will deal with the refund as quickly as possible. 

Where and when will I receive my refund? 

We will pay the refund using the same payment method that was used in the order, as soon as the after-sales team deals with the incident and validates it. If you have paid using the balance from your wallet or bank transfer, you will receive it in your wallet. If you placed the order via Paycomet, PayPal or credit card, the refund will go directly into these accounts. 

La entrada If an issue arises, how do you request a refund? se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

• available carriers 
• shipping type 
• transport type 
• estimated delivery time (does not include preparation time) 
• price 

Shipping Types

Before continuing, it is important to understand the acronym POD (Proof of Delivery), which means that the shipment includes a signature upon delivery. 

Non-POD Service
This service, represented by an envelope, is an economical postal service that does not include a signature upon delivery. Tracking is limited and delivery cannot be certified, so there is a higher risk of dispute. 

POD Service
Represented by a package, this service includes signature upon delivery and allows full order tracking, reducing issues and ensuring correct receipt of the package. 

Pallet Service
Represented by a pallet, this service is used for larger orders. It requires an accessible unloading area and adequate means for reception. 

Standard Shipment 

The standard shipment is only available for certain products ([S71*, S72*, S74*, S83*, S91*, S94*, M01*, M02*, M06*, M08*, D06*, D07*, D13*, D15*, D20*]) and speeds up order preparation and shipping, sending the goods to the first available carrier. 

Conditions grouped by reference 

Group 1 – Shipping costs included in the price, delivery to selected European countries (no exports or Canary Islands): 

• References: S71, S74 
• Delivery to: Germany, Austria, Belgium, Bulgaria, Denmark, Spain, Estonia, Finland, France, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia, Sweden, Greece, Croatia. 

Group 2 – Fixed cost of €4 per order, delivery to selected European countries: 

• Reference: S72 
• Delivery to: Italy, Austria, Belgium, Denmark, France, Finland, Germany, Luxembourg, Netherlands, Greece, Ireland, Portugal, Spain, Sweden, Estonia, Latvia, Lithuania, Malta, Poland, Czech Republic, Slovenia, Bulgaria, Cyprus, Croatia, Romania, Hungary. 

Group 3 – Shipping costs based on weight, delivery to various European countries (no exports or Canary Islands): 

• Reference: S83 
• Delivery to: Czech Republic, Germany, Slovakia, Austria, Belgium, France, Italy, Luxembourg, Netherlands, Slovenia, Denmark, Poland, Latvia, Romania, Spain, Croatia, Hungary, Sweden, Bulgaria, Estonia, Ireland, Portugal, Finland, Greece, Lithuania. 

Group 4 – Shipping costs based on weight, delivery to most European countries, with some specific exclusions: 

• References: S91, S94, M01, M02, M06, M08 
• Delivery to: Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Poland, Czech Republic, Sweden. 
• Specific exclusions: 
  S91: does not include Italian islands or Poland, nor exports outside the EU. 
  M01: does not include exports or EU islands. 

Restrictions 

Any shipping restrictions are determined by the carriers and may depend on the package size, product type, or destination. Our system automatically evaluates these restrictions and is constantly updated according to the rules of all transport agencies. This ensures that, if a specific carrier does not appear, you can always choose from the available alternatives. 

Cash on Delivery 

Cash on delivery is not available at BigBuy. All orders must be paid in advance at the time of purchase in order to be processed and shipped. For more information about accepted payment methods, please check: Forms of Payment. 

Delivery times and shipping costs 

Delivery times: Include preparation time plus shipping time. All times are indicative and expressed in business days, excluding weekends and holidays. 

• Preparation time: Most items are prepared within 24/48 hours. Orders including only immediate-shipping products may be dispatched the same day if paid before noon. 
• Shipping time: Depends on the selected carrier and the destination country. Both costs and times are calculated according to the weight, package dimensions, and postal code. 

Shipping costs: Carriers apply the rate according to the volumetric weight, which reflects the space a package occupies in the means of transport. It is calculated as (length × width × height in cm) ÷ standard factor. The volumetric weight may exceed the actual weight and be used as the reference for the calculation. 
To consult weight, volume ranges, and carrier costs, you can download the CSV files from your Control Panel > Downloads: 

• CSV General shipping costs 
  In this file, you can check the shipping price of the products. 

For more precise data based on volumetric weight, you can use the PDF document of the corresponding carrier.  

Once opened, apply the indicated formula, which may vary depending on the carrier. 

• Shipping costs by reference/country file 
  This file allows you to independently check the shipping costs to choose the cheapest by reference and country. Data is updated daily and covers 32 destinations. 

La entrada Shipping Methods Available at BigBuy  se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

With this function, you can forget about tracking on the different transport agency websites. Now you will have all the information in just one place, and you will only need to connect to the transport agency websites if you detect an issue that needs to be resolved.

On this tab you can fully track all of your orders, both their tracking number and the status or the transport agency. This function centralises the information from all of the dispatches and, for improved tracking, you can mark them as read. All this information can be filtered for ease of use, even when searching for a specific tracking. In this way, with just one glance you will have access to all the information you need once the order has been sent.

Customer satisfaction is very important when they have already made a purchase; thanks to this real-time tracking and monitoring formula for all orders from a single tool, you will be able to do away with uncertainty and improve the quality of the service you offer to your customers

La entrada How to follow trackings on BigBuy se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

Note: The taxes applied to the product are calculated according to the seller’s tax information and the country.

Where I can see the final sale price of my products:

– In the Products section:

• Navigate to the Products section in the Multichannel dashboard (located in the left menu).
• Locate the product either by its SKU or EAN and click on the view icon on the right to access the product page.
• Scroll down to the Product Publication Status section.
• Click on the calculator icon corresponding to the sales channel where the product is published.
• Review the final price of the product and examine how it is calculated, including factors such as taxes, margin percentage, rounding, conversion factor, and more.

– In the Orders section:

• Go to the Orders section in the MIP (located in the left menu).
• Click on MIP Order ID to see the details of the order.

• Click on the eye icon next to the product in question.

• You will be redirected to the Products section.
• From there you can see the final selling price by clicking on the calculator icon, as explained above.

– In the Pricing Strategy section:

• Access the tab Strategy implemented.
• Enter the reference (SKU or EAN) of the product to check its price.
• Click on the arrow to open the strategy details.
• In the Wholesale price Simulation column, click on See more to check the price details.

– In the Publish section:

• Publish your sales channel.
• Once published, you can view the list of products.
• Filter by SKU or EAN to see the price of a particular product.
• Click on the arrow to open the product details.
• In the Wholesale price Simulation column, click on See more to check the price details.

Now you know how to check your final sale prices. If you have established pricing rules, published them and after 24/72 hours you find price discrepancies, please contact us from your contact area with specific examples (SKU references) so we can investigate further. If prices match in your sales channel and in the MIP, please review your pricing rules and adjust them if necessary.

Additionally, you can find more information on pricing rules in our Help Centre:

• How do pricing rules work?

La entrada How do I confirm the price of products on each sales channel se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

It is important to check this, as some orders may be pending review due to invalid data sent from your E-commerce or Marketplace. In these cases, intervention will be required to process them.

1. “Pending reviews” orders

If you have orders pending review, you can quickly check them in your MIP Dashboard and directly access the details of the order in question.

You can also view them from the Orders section of your MIP. You must enter the section, where the tab for Orders Pending Review will be opened by default.

When an order status is Pending review, you can choose another shipping method, which can be particularly useful if you encounter delays when resending the order by a day and would like it to get there sooner.

In the following image, you can see an order pending review. Therefore, as we mentioned above, your intervention is required to enable it to be shipped.

In this case, it is an order that has arrived at MIP with an error in the delivery address data: in the red box we can see it and, in addition, it indicates the reason – Zip code format incorrect.

To solve the error, you should go to Delivery address and edit the delivery details of the order.

Once you have done this, click on the Save and Resend Order button.

2. Common cases

In this section, we will look at the most common reasons why the order may be pending review and what could be done in each case.

2. 1 Not enough money in the money box

One of the most common reasons for pending orders to be reviewed is the lack of funds in your wallet. There must always be money in the wallet because if there is none, all orders synchronised through the MIP will be pending review, and you will run the risk of being out of stock during the time between credit added to the wallet and the order being processed manually.

If there is no money in the wallet, you should top it up as soon as possible, go to all orders that are pending review and click on Resend order. Do this on an order-by-order basis.

It is also possible to activate PayPal payments (MIP > Orders > Configuration). When this option is enabled, all orders that cannot be paid via the wallet will be processed via PayPal.

More information on how to top up the wallet can be found here.

2.2 Products not found / Products have no stock

Although stock synchronisation is continuous, it may happen that once the order is passed to the MIP, one of the products in the order is out of stock. In such cases, the following actions can be taken:

• Cancel the order.
• Wait until the product is back in stock (by checking it manually) and resubmit the order.
• Check our catalogue for products with the same EAN and place an order manually for the same product, but from another supplier. In this case, you have to choose to send the order manually (more information about manually sent orders can be found in the next section of this article).

2.3 Your order’s profit margin is negative

In this case, for some reason, your order’s profit margin is negative, either due to incorrect shipping cost settings or other reasons. You must decide whether you want to proceed with the order to maintain the reputation of your sales channel or cancel it to avoid losses.

2.4 No carriers found

If you see the message ‘No carriers found‘, it means that this product cannot be shipped to the order address. In this case, the only option is to cancel the order.

2.5 Payment not valid

This error message indicates that your default payment method is not linked to your BigBuy account. Please go to your Dashboard > My Account > Payment Methods and add a valid payment method.

2.6 Id PayPal error: 10417

This error means that the charge is being sent correctly to your account, but PayPal is rejecting it.

Please find a list of the most common reasons for this:

• Automated payments have not been allowed on your account.
• PayPal is rejecting the charge for security reasons.
• Your bank is blocking the charge for security reasons.
• Your credit/debit card is not authorised for online transactions
• The credit/debit card doesn’t have enough funds to fulfil the transaction.
• There are no payment methods associated and validated in your PayPal account.

Please check that automated payments are allowed and actives in your PayPal settings.

If they are, and a new charge attempt is also unsuccessful, we kindly recommend that you contact PayPal’s Customer Service, as well as your bank, to enquire regarding this error, and so they can help you find a solution.

3. “Manual sent” orders

There may be exceptional cases where you need to place an order manually through the BigBuy website. This should only be done if the order has not yet been imported into MIP or is in MIP with status Pending Review. If the order is in a status other than Pending Review, you should not create the order in BigBuy manually, as it will have been processed automatically, and creating a manual order in BigBuy would generate a duplicate order.

If the order is Pending Review in MIP and you decide to manage it manually in BigBuy, follow these steps:

• Add the products from the backorder to the BigBuy cart and click Checkout.
• Select the option Ship to another address.
• Enter your customer’s address.
• In step 3 of the order, Dropshipping, check Yes.
• In the “Your internal reference” field, enter the order reference ID of the sales channel. This step is critical, as it allows you to link the BigBuy order to the IPM order. Without this reference, it will not be possible to update order statuses and tracking information to the sales channel.

• In addition to being found in the sales channel, the internal reference can also be found in the MIP, where it is shown as an order ID.

• In the MIP, go to the order details and, in the red box, mark them as Order sent manually. By doing so, the MIP will mark it as shipped manually and automatically update the order tracking status, as it will link the reference to the manual order on BigBuy.

La entrada How to manage orders in Multi-channel Integration Platform se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

Important! Due to the customs regulations for exports outside the 28 Member States that make up the European Union (including Andorra and the Spanish regions of the Canary Islands, Ceuta and Melilla), it is necessary that you send us the sales invoice that you have issued to your customer in order to process this order; remember that when it is exported, the invoice must be EXEMPT from VAT or other taxes*.

*If shipments are between Norway and Norway, Norwegian tax may apply.

*If shipments are between Switzerland and Switzerland, Swiss tax may apply.

*If shipments are to the UK and under 135 GBP, VAT at 20% must be applied.

Below is a sample invoice with all the necessary fields, explained below.

The following information must appear on the invoice:

• Exporter information (either your company or yours, shown in in the upper left corner of the example): name, address, town, city, postal code, country and, very importantly, the NIF/CIF/VAT.
• Recipient information (your customer, which appears under “Send to” in the example): name, address, telephone number, town, city, postcode and country. If your customer is a company you can include the company information in the invoice under “Invoice to”.
• It is important that you indicate the taxes which have been applied, usually 0% and the currency of the invoice.

Remember that for dropshipping orders, the total amount of your sales invoice must be higher than the total amount of the order.

For consignments to the Canary Islands, the words ‘T2LF- Mercancía sin declaración’ must also appear on the invoice and the recipient ID number (or Passport).

For dropshipping shipments to the UK under 135 GBP, it is mandatory to provide an invoice with 20% VAT and to include both the VAT and EORI numbers.

La entrada How to create an invoice for exports outside the European Union se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

Here, we explain how to work with BigBuy through the Cross Docking method in a simple way:

• If you work through the Multi-channel Integration Platform, our synchronised integration platform, we provide you with the option of not automating orders. In this way, you will be able to make a single grouped product order from BigBuy.
• In this article we explain how to modify the synchronisation module of the Dropshipping 360º Store in order to avoid synchronised orders.
  The only thing you need to do is deselect all the options that are selected in the “Initial phase for placing BigBuy orders” field, and save that configuration.
• You have various options for placing an order on BigBuy through Crossdocking:
  • Directly through the BigBuy website
  • Through API
  • Through CSV

La entrada How to manage orders through Cross Docking se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

[If you have your own Prestashop, read this article]

1. Go to the section Modules > Module Manager.
2. Carry out a search using the term ‘BigBuy Dropshipping Connector Prestashop’.
3. Click on Configure.

Next in this manual, we will explain how to configure the association of statuses.

You will see three tabs: Minimum requirements, Publication and Configuration.

MINIMUM REQUIREMENTS

In this section you will check that your Prestashop store meets the minimum requirements.

PUBLICATION

From this tab you will be able to access the Multi-channel Integration Platform for synchronisation

CONFIGURATION

Most of the configurations are configured by default. In this tab you will only be able to configure the following:

Association of statuses

Next, you will see the “Association of statuses” section. Here, you should map out the statuses so that you can relate the Prestashop statuses with the MIP.

You will see three sections which are equivalent to the three main statuses that an order can have on MIP: “Initial status to carry out BigBuy orders” (Order accepted), “In progress” and “Sent”. These are the Multi-channel Integration Platform statuses.

In the dropdown menu that appears in each of these sections, you will see the different statuses of an existing Prestashop order (as you will see, there are many more options than in MIP).

What you need to do at this point is select which Prestashop status corresponds to which Multi-channel Integration Platform status. By default, you will choose the following:

• Initial status to carry out BigBuy orders: Payment accepted.
  By marking Payment accepted, you will be stating that any order with this status in Prestashop will be sent directly to BigBuy to be processed and shipped. If you want to mark various Prestashop statuses, you can do so by holding down the Control key and clicking on them.
  Warning! If, for example, you mark the status “Payment by bank transfer pending” in the first column, when Prestashop detects an order with this status, it will send it directly to BigBuy to process the shipping. If the transfer is not validated further on, the order will already be underway.
• In progress: Preparation underway
• Sent: Sent

Remember to click on Save when you have completed the configuration.

La entrada How to configure the BigBuy Prestashop Dropshipping Connector module in your Store se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

If you have a marketplace connected, the situation will be the same. Remember that access to this platform is included in the BigBuy Ecommerce or a higher pack.

The Multi-Channel Integration Platform automatically sends orders from your store to BigBuy. They are sent and marked as Sent in your store. It’s as easy as that! Keep in mind that for this automation to work, you must have money in your money box. This is the only requirement.

To see the orders in the MIP, follow these steps:

1. First, access the BigBuy Control Panel and, from the menu on the left, access the Multi-Channel Integration Platform.

2. Once inside, access the Orders section on the menu on the left.

The list with all the orders is displayed in the main screen. Bear in mind that if you have several sales channels (360º Dropshipping Shop, another PrestaShop store, a marketplace, etc.) all orders will be gathered in the same list. This allows you to have full centralised management and control of orders and, if you wish, you can filter by sales channel to see those of one in particular.

If you want to see the details of an order, click on the MIP order number on the left-hand side of the order line:

It will open the order details: 

In this file you’ll see all the data concerning the order. One of these is the notice that the order has been sent.

What happens if automatic synchronisation does not take place

There are some cases in which the order can not be synchronized automatically.

In these instances, you will need to follow the steps in the Academy: How to manage orders pending validation and performed manually on BigBuy through the MIP.

La entrada How orders are synchronized with Multi-channel Integration Platform se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.

Below, we’ll explain how to use it. 

1. Deposit via traditional bank transfer 

1a. Create the bank transfer deposit request

1. Go to your BigBuy Control Panel. 

2. Select the Wallet option (1) > Add funds (2) > Bank transfer.

3. To select the amount to deposit, you must enter it in the corresponding field (4). You must deposit at least €300, as indicated in the image (3). 

4. Lastly, click on the Add button (5).

Once done, you’ll have made the recharge request on your BigBuy account’s wallet.

After doing this, you’ll receive an email with the information to make the bank transfer.

Remember that it is very important that your transfer’s concept is the recharge number that appears in the email that we send you.

This recharge method doesn’t incur any additional fees. 

1b. Attach the transfer receipt

Once the transfer is made, you need to attach the receipt by following these steps: 

1. Go to Orders (1) and and open the corresponding order:

2. Click on Attach (2) and select Attach Receipt (3).

3. Select the file from your device (5) and click Send (6).

This way, you’ll complete the topping up process and you’ll just have to wait for your balance to be approved by our administrative department.
It’s not necessary to open a ticket as at BigBuy, we automatically review all recharges during the day. 
If the receipt is not attached or is not valid, the process could take more than 24/48 hours.

For a receipt to be valid, it must be an official document issued by the bank with its name and logo. It must also contain the following information: 

• Order number 
• Execution date in DD/MM/YYYY format. At the latest for the next day 
• Our complete bank account number: ES35 0049 4606 7926 1627 6072 
• Exact amount in EUROS. It is not possible to pay by multiple transfers or by several payment methods. 

2. Deposit via Other payment methods

1. Go to your BigBuy Control Panel. 

2. Select the Wallet option (1) > Add funds (2) > Other payment methods.

3.Fill in the required fields, according to your preferred payment method.

Depending on the country, you will have different options to choose between Instant Bank Transfer or Credit Cards.
If you do not yet have options under Other payment methods, we would like to inform you that we are constantly working to offer you alternatives in the future.

If you choose to top up using these options, the payment gateway will charge a commission based on your banking system.
This commission will be applied once the amount has been entered and the payment method selected. 

3. Withdraw funds from the Wallet

To withdraw funds from your wallet, go to the Control Panel, to the Wallet section (1), and click on Withdraw funds (2).

Fill in the following information in the pop-up:

• The amount you want to withdraw (Minimum 50€)
• Method of the withdrawal (Bank transfer or Paypal)
• The account where you will receive the funds

Requests will be processed only on Tuesdays of each week.

3a. Important considerations for effective withdrawal management 

• We remind you that withdrawals to PayPal can only be made if the credit in your wallet comes from a refund processed through that same payment method. 

• You can check the movements of your Wallet in your Control Panel. Once the withdrawal has been processed, it will move from Pending Movements to Transactions Confirmed:

• To speed up the process, make sure that the account selected for withdrawal by bank transfer is the same one you used to recharge your wallet. 
• Our Administration Department reserves the right to request the certificate of ownership or other equivalent documents, depending on the transactions to be carried out as requested by the customer.

4. Configure the Notification of low balance in your wallet

This feature allows you to receive a notification when your credit is about to run out. To activate it, simply indicate the minimum amount (1) at which you want to be notified and click on Enable Notifications (2).

La entrada What is it and how to use the Wallet in my BigBuy account se publicó primero en BigBuy Academy | Documentación y ayuda técnica gratuita para clientes de BigBuy.