Fulfilment Partner Permissions (Extra Permissions per Partner)
A fulfilment partner packs and ships the orders of a channel you shared with it. By default it only sees what it needs for that work. When your partner also does more for you, for example customer service or returns, you switch on extra permissions for that partner and that channel. Every switch is yours: you turn it on and off at any time, and the partner sees the result right away.
For giving a partner access and for switching to another partner, see "Fulfilment Partners and Switching Partners". For team roles and the other partner scopes, see "Team Members, Roles and Partner Access".
Who It Is For
Merchants who let a fulfilment company (3PL) pack and ship their orders and want to decide exactly what that company may see and do.
Fulfilment partners that want to know which actions a merchant gave them and where to find them.
What Every Fulfilment Partner Can Do (Always On)
With the scope Fulfilment partner, and without any extra permission, the partner can:
See the orders of the shared channel: order lines, shipping method and tracking. It always sees whether an order is paid, unpaid or cancelled.
Pick, pack and print shipping labels, and mark orders as shipped.
Hold, snooze or prioritise your orders in its own pack station queue.
Change the shipping method of an order before it is packed.
Chat with you about an order with Message merchant. This chat is always on for an active fulfilment access.
A partner can never, whatever you switch on: see bank details (IBAN, BIC) or payment links, see your carrier costs, margins or payment method, refund money or pay anything out, change your payment providers, bypass the PIN on the payment page, disconnect a sales channel, or see your other channels or a consumer's other orders.
Switch On Extra Permissions (Merchant)
Go to Settings > Business > Partner access (permission Manage Partner Access), tab Given.
Click Edit (pencil) on the fulfilment partner row. The section Extra permissions appears under the scope. It only shows on a saved access with the scope Fulfilment partner.
Choose a Preset or switch single permissions on and off.
For consumer data, tick the processor confirmation (see below).
Click Save.
Extra permissions are set per partner and per channel. Give the same partner two channels and you set them twice.
Presets
Pick & pack only: nothing extra. The partner only does the warehouse work.
3PL + customer service: Consumer contact details and Customer support.
Full-service 3PL: every extra permission in the list.
When you change a single switch after picking a preset, the preset shows Custom.
What Each Extra Permission Does
Consumer contact details: the consumer's name, email, phone and delivery address on the orders of this channel. Never bank details, payment links, the billing address or the VAT number. The first time, you confirm that the partner processes this data on your behalf as your processor (GDPR) and that you have an agreement for it. Only your own users can give this confirmation.
Order values: the order total and the line prices, for example for customs or insurance. Never your carrier costs, surcharges or margins.
Customer support: the partner may contact your consumers about the orders of this channel by email or SMS. It needs Consumer contact details, which is switched on with it, and you confirm that the partner acts as your sub-processor. Details in "Customer Support by Your Partner" below.
Returns handling: the partner may approve and reject the returns of this channel, receive and inspect the parcels, and grade and restock the items. Details in "Returns Handled by Your Partner" below.
Cancel unshipped orders: the partner may cancel a pay-at-the-door order of this channel that is not paid yet, not shipped, has no label and is not being packed, with a reason you see. You are notified. Paid orders, prepaid orders and shipped orders stay yours to cancel.
Edit address before packing: the partner may correct the delivery address (never the country) of an order before it is labelled or packed. It needs Consumer contact details. You are notified.
Shared order notes: you and the partner leave notes for each other on the orders of this channel. Consumers never see them.
Delivery exceptions: the partner sees the orders of this channel that the carrier could not deliver, returned or reported a problem with, and gets a notification when one happens.
Customer Support by Your Partner
On an order of the channel, the partner clicks Contact consumer. This opens a conversation with the consumer in the Message Centre that you and the partner share.
The partner only sees the conversations it starts. Your own conversations with consumers, and your internal notes in them, stay private.
When you already have an open conversation with that consumer on the order, the partner sees "The merchant is already talking with this consumer. Use Message merchant instead."
Emails go out under your name. The consumer sees the first name of the partner's user, and the partner user's own signature when that user has set one. The partner's company name is not shown to the consumer.
SMS follows the same rules as for you: SMS from conversations must be switched on for the channel (only QrX can do that) and the consumer must not have opted out. Every SMS the partner sends is billed to you as the merchant, on your normal invoice.
Bulk notify, satisfaction surveys, conversation history, redacting and exporting stay with you.
When you switch off Customer support or Consumer contact details, the partner is removed from these conversations right away.
Returns Handled by Your Partner
The partner finds your returns in Transactions, tabs Return review and Returns in progress. A return opens with a Fulfilment partner pill.
It can Approve return or reject it, Mark as received when the parcel is in its warehouse, then inspect, grade and choose what happens to each item. Approving tells you; you create the return label.
It can reject a return only when the consumer paid no return fee. A return with a paid fee is rejected by you, because rejecting refunds that fee.
Refunds, store credit, return labels, cancelling a return, overrides and the returns settings always stay with you.
The partner's notes on a return are internal: your team sees them, the consumer never does. It sees and sends consumer messages on a return only when Customer support is also on.
Your own Returns plan applies. The partner does not need a Returns plan of its own.
Order Actions by Your Partner
Cancel an order. In Transactions, the partner opens the row menu of the order and clicks Cancel order. In the dialog Cancel this order? it enters a Reason (you see it in the order history) and confirms with Cancel order, or goes back with Keep order. This is only offered when the order is paid at the door, not paid, not shipped, has no label (and no label being created) and is not being packed. After the cancel, the payment link of the order closes, the reserved stock is released, your webhooks receive the cancelled status as usual and you get a notification. If the consumer pays at the door at the same moment, only one of the two goes through: the payment or the cancel.
Edit the delivery address. In the expanded order row the partner clicks Edit delivery address (only with Edit address before packing and Consumer contact details on). It can change the first and last name, company, phone, street, house number, postcode and city, then clicks Save address. The country is locked: it decides the shipping price. The change is refused when the new address would change the shipping price (the partner is asked to let you change it in the order chat), when the order is on an open pick list, is being packed, already has a shipping label or has one being created, and for orders to a pickup point. The order amount never changes. You get a notification. You can correct the delivery address of your own open orders in the same way: the pencil Edit delivery address on the customer and address card of the expanded row, with the same rules (before pick or pack, no label, country locked, refused when the shipping price would change).
Shared notes. With Shared order notes on, the expanded order row shows a Shared notes card for you and for the partner. Each note shows whether it comes from Merchant or Partner, with the organisation name and the writer's first name. Notes cannot be edited or deleted. Write in the box and click Send, or press Ctrl+Enter (Cmd+Enter on a Mac). When you switch the permission off, you still read the earlier notes, but nobody can add new ones.
Delivery exceptions. With Delivery exceptions on, the partner finds the page Delivery exceptions in its Warehouse menu: a list of orders of your channels with the status Exception, Delivery attempted or Returned, with the columns Order, Merchant, Channel, Carrier, Tracking number, Status, Carrier message, Last location and Latest event, and a Delivery status filter. From a row the partner opens the order in Transactions, and it gets a bell notification when a new exception appears. It works for shipments whose carrier sends tracking updates to QrX. The page has no carrier actions: QrX does not file carrier claims or change deliveries with the carrier. The partner sorts it out with you through Message merchant.
Hold and Priority You Set (Always On)
On an order your partner fulfils, the expanded row in Transactions shows the card Fulfilment by followed by your partner's name. There you switch on Hold this order and choose Until I release it or Until a date and time (1 hour, Tomorrow 08:00, Next Monday 08:00 or Pick a date and time), with a Reason for your partner, and set the Priority to Normal, High or Urgent. Click Save. You do not need a warehouse plan of your own. This works for open orders only.
A held order leaves the partner's queue, pick lists and automatic pick lists until you release it or the hold ends. Orders already picked or being packed are not stopped. The partner sees Held by merchant, or Held by merchant until the date and time you chose, with your reason, and gets a notification.
The partner works with the higher of your priority and its own. Your priority shows in its pack station as Merchant: high or Merchant: urgent.
Your hold never blocks the partner's own hold, and the partner cannot release yours.
One Fulfilment Partner per Channel
A channel has at most one fulfilment partner. When you try to give a second partner fulfilment access to the same channel, QrX refuses with a message that names the partner that already fulfils the channel and tells you to use Switch fulfilment partner to move it. That action is Switch partner on the partner's row in the Partner access list (see "Fulfilment Partners and Switching Partners").
Where the Partner Sees Its Permissions (Fulfilment Partner)
As a partner, open Settings > Business > Partner access, tab Received, and open Fulfilment settings on the merchant's row. The extra permissions are listed there read only: "Set by the merchant for this channel. Ask the merchant to change them." The actions themselves appear on the orders, returns and pages described above, only for the channels where the merchant switched them on.
When Access Changes
When you revoke the access, change its scope, it ends on its end date, or you switch to another fulfilment partner, every extra permission stops and the partner loses access to the chats and consumer conversations of that channel.
When someone else changed the permissions at the same moment, you see "These permissions were changed meanwhile. They were reloaded: check them and save again."
Activity and Notifications
Every change to the extra permissions and every action of the partner on your orders and returns is recorded in the Activity tab of Partner access, and in your Activity Log with the partner's name.
You get a bell notification when the partner cancels an order or changes a delivery address. The partner gets one when you put an order on hold and when a delivery exception appears.
Permissions
Manage Partner Access (merchant): change the extra permissions.
For the partner's users, the normal role permissions still apply on top of the merchant's switches: View Transactions to see orders and delivery exceptions, Cancel Transactions to cancel, Edit unpaid orders to edit an address and write shared notes, the Message Centre permissions for chats and consumer conversations, and the returns permissions for returns.
For the merchant's hold and priority card and the delivery address pencil: Edit unpaid orders.
Frequently Asked Questions
Can my partner see what my customers paid?
Only when you switch on Order values: then it sees the order total and line prices. It never sees bank details, payment links, your carrier costs or margins. It always sees whether an order is paid, unpaid or cancelled.
Can my partner refund a customer?
No. Refunds and payouts always stay with you, also with Returns handling on.
Who pays for SMS my partner sends?
You, as the merchant of the order, at the same SMS price as your own messages.
Why can my partner not switch on Customer support itself?
Only the merchant turns it on, in Edit partner access. The partner sees its permissions read only.
When to Contact Our Support Team
Contact QrX support when an extra permission does not save, when a partner still sees data after you switched a permission off, or when you want SMS from conversations switched on for a channel. Include the channel name, the partner's name and a screenshot.