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Order management and fulfillment in the Allegro Warehouse
How to check your stock in One Fulfillment by Allegro
Detailed information about the products at the Allegro Warehouse can be found in the My stock tab. We will display a list of all your products, their numbers, and their statuses.
You can find all the information about products in the Allegro Warehouse in the My stock tab. Next to each product, you can see 5 columns:
- available
- out of stock in
- unfulfillable
- sales
- average daily sales
- daily storage fee.
Additionally, there are 3 dots next to each product. When you click them, you can preview or edit the offer.
Next to a product without any offer you will find [create offer]. When you click it, we will redirect you to the listing form with the selected product.
Check what the data in columns mean
Available
In this column, you can find all your products currently stored at the Allegro Warehouse and available for sale.
What else you can check in this column
Information about products that are about to go out of stock
Sometimes, you may see a red exclamation mark next to the number in this column. We display it when — according to our predictions — all units of this product will be sold in less than 14 days.
You can also decide on your own when you want us to inform you that the units of a given product are running out (display a red exclamation mark in the available column). You can do it for:
- a single offer — click the three vertical dots next to the offer and select [set notifications]
- multiple offers — select offers and click [set notifications] at the green bar at the bottom of the page. You can set the notification for a maximum of 1000 offers.
You can set the notification in two ways. We can display them if:
- the number of days in the out of stock in column will be lower than the one you indicate
- the number of units in the available column will be lower than or equal to the one you indicate.
Information about products that are in delivery
In the available column, we may also display the in delivery status. That means an ASN has been generated for a given product and we may expect delivery soon.
Out of stock in
In this column, you can find information about the estimated day your products will get out of stock at the Allegro Warehouse. We calculate it based on the number units and the average daily sales from the last 7 days.
Example:
We have 200 units of your product at the Allegro Warehouse. The average daily sales of that product from the last 7 days is 20 units. The Out of stock in column will show the estimated number of days — 10.
Additional information:
- If the average daily sales equals 0, the Out of stock in column will display the message — no data.
- Products that — according to our estimation— will get out of stock in less than 30 days or are already out of stock will be marked in red and with an exclamation mark.
- We round the values in the column to whole numbers. We display them with a 1-day delay.
Unfulfillable
All of your products that we accepted for storage at the Allegro Warehouse but are not available for sale. When there is more than 0 of such products, we will display an icon next to their number. Hover over it with the cursor to see why they are unfulfillable.
Products may be marked as unfulfillable for the following reasons:
- Short expiration date — refers to products that will expire in less than 60 days. We will ship such products back to you.
- Damaged in warehouse — refers to products damaged at the Allegro Warehouse or in transport to the buyer. We will ship such products back to you if their condition allows. We will also compensate you.
- Damaged in transport — refers to products that reached the Allegro Warehouse damaged and were accepted. We will ship such products back to you if their condition allows.
- Damaged — product issue — refers to products with a manufacturing defect. We will ship such products back to you if their condition allows.
- Pending clarification — refers to products that, according to information from the warehouse system, are missing at the Allegro Warehouse. If we confirm it, we will compensate you. If we find them, we will increase the number of units marked as Available accordingly.
- Counterfeit notice — refers to products stored at the Allegro Warehouse that were reported as counterfeits. We will keep storing such products but treat them as not suitable for sale until we clarify it. If we cannot sell them anymore, we will ask you to withdraw them.
| Why the product is Unfulfilled | Will we compensate you for such a product | Will you pay for withdrawing such a product |
|---|---|---|
| Short expiration date | Will we compensate you for such a product no |
Will you pay for withdrawing such a product yes |
| Damaged in warehouse | Will we compensate you for such a product yes |
Will you pay for withdrawing such a product no |
| Damaged in transport | Will we compensate you for such a product no |
Will you pay for withdrawing such a product yes* |
| Damaged — product issue | Will we compensate you for such a product no |
Will you pay for withdrawing such a product yes |
| Pending clarification | Will we compensate you for such a product no |
Will you pay for withdrawing such a product no |
| Counterfeit notice | Will we compensate you for such a product no |
Will you pay for withdrawing such a product yes |
* Refers to products we accepted for storage despite the damage.
Example: You ship to the Allegro Warehouse 1000 cups. On accepting products for storage we notice that 4 of them are broken. We will accept them, however, they are not suitable for sale. That is why we will ship them back to you together with your other defective products. We ship such products back at least once a month.
When we ship products back to you — you pay for the shipment.
Average daily sales
We count it starting from the first sale after activating the offer. We consider sales from the last 7 days.
Example:
We accepted 200 units of your product for storage 3 days ago. Since then, customers have bought 60 units of that product. We calculate the average daily sales based on the number of days since the offer has been active, so — 60 (units of the product): 3 (days since the offer has been active) = 20 units (average daily sales).
We round the values in the column to the first decimal place. We display them with a 1-day delay.
Daily storage fee
In the column, you can check whether product storage is included in the service price or if we store it for an additional fee. In the column, you can find the following:
- estimated daily storage fee ― displayed only when you are taking advantage of the special starter offer. In that case, we will show you estimated fees based on your sales and current stock. We will display them 7 days before we start charging you
- estimated increase of storage fees — you can learn when and how much more you will pay for storage. You can also check the number of product units the fee increase applies to. We display this information 7 days before we:
- start charging fees for products stored over 60 days
- start charging fees for products stored over 90 days
- the amount of the storage fee and the number of units of the product it refers to — for example, 800.54 PLN and 125 units. Those are our calculations from the previous day
- calculation in progress — that means we are currently in the process of calculating the storage cost, and soon you will find new values in this column.
If a given product is not being stored at the warehouse, in this column, you will see –.
Section with recommendations
We will display the section with recommendations at the top of the My stock tab. In its upper part, you can find information about the storage space your products take and the volume of your products that are currently in delivery.
We calculate those values based on your product data that:
- we received while accepting your products to the Allegro Warehouse for the first time or
- you complete by yourself when creating an ASN for those products.
Below, you can see 5 tiles:
- All products
- Popular products which will will run out soon
- Products with low sales
- Products with storage fees over 90 days
- Products worth promoting.
On each tile, we display the number of products that belong to a given category.
When you open the My stock tab, the first tile — All products — is checked by default. That is why we will display the product list as usual.
If you click any other tile:
- it will work as a filter, and you will see a list of products the tile description fits
- we will display a recommendation concerning those products. It will inform you what to do to sell even more efficiently.
- all the products from the list that match the tile description will be automatically selected — you will perform the recommended action for all products at once quickly and conveniently.
Reports
In the My stock tab, you can also download reports about your products stored at the Allegro Warehouse. You can download:
- list of products stored at the warehouse
- additional warehouse reports in which you can see a list of your products arranged according to the criterion you selected — for example, by the date of acceptance.
You can download each report as CSV. If you cannot display the file on your computer correctly, import it. You will do it just as in the case of a product discrepancy report — learn more.
List of products stored at the warehouse
To download it, go to the My stock tab and click [download list].
In the list, you can check:
- product IDs
- product names
- product GTIN numbers
- offer IDs
- the total number of products stored at the warehouse
- the number of products available for sale
- the number of reserved products
- the number of unfulfillable products
- the number of products that have been sold in the last 30 days
- average daily sales
- information when — according to our estimations — a given product will be out of stock
- information on whether an ASN we are waiting for has been created for a given product
- daily storage fee or the predicted daily storage fee
- the number product units for which you will pay for storage
- the date on which the storage fee has been charged.
In this list, you will find information about the products you can currently see in the My stock tab. Therefore, check which filters you are using before you generate the list.
Example
If you search products by the word puzzle in the My stock tab, you will download a list of products that have the word puzzle in their name.
Additional reports
When you click [reports] in the My stock tab, you will see a list of criteria. You can generate the following reports:
- stock aging
- by expiration dates
- unfulfillable items
- product dimensions
Select a criterion to generate the report.
In each report, apart from information related to the parameter you selected, you will also see:
- product ID
- product name
- EAN (GTIN) code
- offer ID.
You can find more information about each report below.
Stock aging report
In this report, you will check how long we have been storing your products for sale. Apart from basic product information (for example, the name, the EAN (GTIN) code), the report contains columns with time ranges: 0–30, 31–60 and so on. Those ranges refer to the number of days that have passed since accepting a product for storage. In each of those columns, you will see information about the number of units of the product we have been storing over a certain period of time.
Example
We accepted 100 units of your product for storage 40 days ago. A week ago, we accepted another 50 units of it. The data in the report will be:
| product | 0–30 | 31–60 |
|---|---|---|
| product name | 0–30 50 |
31–60 100 |
With that, you can check the rotation of your products and calculate costs of long-term storage.
Expiration dates report
In this report, apart from the basic product information (for example, product name or the EAN (GTIN) code), you will also check:
- expiration dates of products
- the total number of units of the product with the specified expiration date that are being stored at the Allegro Warehouse
- the number of units of the product with the specified expiration date that are being stored at the Allegro Warehouse and are available for sale (total number of products with the status Available and Reserved)
- the number of units of the product with the specified expiration date that are being stored at the Allegro Warehouse and are not suitable for sale. We consider products that expire in less than 60 days defective.
In this report, you will only find products with an expiration date.
Unfulfillable products report
In this report, apart from the basic product information (for example, product name or the EAN (GTIN) code), you will also check the number of units of a given product together with the reason for not being suitable for sale. You can learn more about why products are unfulfillable here.
The report contains only unfulfillable products.
Product size report
In this report, apart from basic product information (for example, product name or EAN (GTIN) code), you can also check:
- product length, width, and height — in millimeters
- product volume — in liters
- product weight — in kilograms.
We measure product weight and volume using a Cubiscan-type machine on accepting the product for storage at the Allegro Warehouse. Volume is the product of 3 dimensions (height x width x depth). We do not use this data to calculate fees but, at the same time, they allow us to check if a given product meets size requirements.
In this report, you can find information about all of your products that have ever been stored at the Allegro Warehouse.
Notifications
In One Fulfillment by Allegro, we send you emails about products that get out of stock at the Allegro Warehouse. We take that information from the My stock tab. We send the email to you once a week. Every Tuesday, we will send you an email with information about the products for which we have marked the number of units with a red exclamation mark in the available column.
When you use One Fulfillment by Allegro, the consent to receive such messages is set by default in the Consents to Notifications tab. If you do not want to receive them, uncheck the Gdy wyczerpuje się zapas produktów w One Fulfillment (When products in One Fulfillment start going out of stock) consent.
How to get an inventory report
If you are planning to carry out an inventory of your company, you will need a report confirming products you have in stock at the warehouse. You cannot generate it on your own. We will prepare it and send it to you by email at the beginning of each calendar year. The report will contain data from the previous year.
If you wish to receive the report at another time, please contact your Account Manager or write to us at onefulfillment@allegro.pl.
Frequently asked questions
Does the Unfulfillable status only apply to damaged products?
No. It also applies to products whose number we try to determine. That happens when we discover that a given product is in our system but is not on the shelf. In that case, we mark missing products as Unfulfillable — until we clarify the situation. If we do not find the missing products — we will compensate you and decrease the number of products marked as Unfulfillable. If we find the missing units, we will decrease the number of products marked as Unfulfillable and increase the number of products marked as Available accordingly.
One Fulfillment by Allegro — how to file a complaint
If you have any reservations about how we handle orders, you can file a complaint.
If you have any reservations about how we handle orders, you can file a complaint.
How to file a complaint
You can file a complaint through this form. We will try to respond as soon as possible — however, in some cases, it may take us some time. We respond to complaints within 45 days at the latest.
What the complaint may refer to
Your complaint may refer to:
- finances — for example, incorrectly charged fees
- errors in fulfillment and delivery to the customer — for example, an incorrect number of products in a parcel or an incorrectly packed order
- damaged or missing products — for example, a parcel that never reached the buyer
- order delivery time — for example, a parcel dispatched with a delay
- dissatisfied customers — for example, a Discussion or a comment that clearly points to the error on the part of the Allegro Warehouse staff.
What to write in a complaint
- Describe the problem in detail. Provide the necessary information — for example, the order number, the customer's login, or the parcel number.
- If necessary — add attachments to the complaint. Those can be, for example, photos of a damaged parcel taken by the buyer.
- Add information about the complaint claim — your expectations about fixing/resolving the problematic situation. One example of a complaint claim is compensation.
Withdrawing products from the Allegro Warehouse
We dispose of or send back the products withdrawn from the Allegro Warehouse to the address you provided within the European Union. Learn more.
We withdraw products from the Allegro Warehouse:
- at your request — if you contact us and let us know that you want us to dispose of or send back a specified group of full-value products
on our own, if your products stored in the warehouse:
- are not suitable for sale or
- do not meet the criteria specified in the Terms & Conditions — for example, they have been stored for over 180 days, or you do not have any active offers with them.
We dispose of such products or send them back to you — depending on the option you selected in the Address for withdrawals from the Allegro Warehouse tab. If you selected:
- send to the address provided in Europe — we will send your products to the address from the tab. Make sure that the address is located in one of these EU countries.
- dispose of the products for a fee — we will dispose of your products at your expense.
If you do not have an address for withdrawals located in one of these EU countries, select the option to dispose of the product for a fee.
You can find more information about withdrawing products from the warehouse in the Terms & Conditions.
How to request a product return
- Open the Inventory tab.
- Click [download list].
- Add an additional column to the downloaded file and name it Removal. Then, in this column, next to each product, enter the number of units you want to withdraw.
- Save the file as CSV and send it to zwroty.adamow@allegro.com. Make sure the email contains the One Fulfillment account name from which you want to withdraw products.
- Then, we will pack, secure, and forward your products for shipment.
- After the dispatch, you will receive a confirmation email. The email will contain, among others, the tracking number and information on the number of units of the withdrawn product.
You can withdraw full-value products from the Allegro Warehouse anytime.
How to order the disposal of full-value products
- Open the Inventory tab.
- Click [download list].
In the file you have downloaded, add the following columns:
- Removal — in this column, next to each product, enter the number of products you want to withdraw.
- Disposal — in this column, next to each product, enter the number of products you want to dispose of.
The number in the Removal column should be the same as the number in the Disposal column.
- Save the file as CSV and send it to your Account Manager or to zwroty.adamow@allegro.com. Add your login in the message.
- Your Account Manager will contact you to confirm that you wish to withdraw and dispose of products.
- We will withdraw the products from the Inventory and send them for disposal.
- Once we have requested the disposal of your products, you will get a confirmation email.
What we do with products unsuitable for sale
If you selected send back to the specified address in Europe on your account
We will send the products to the address you indicated but only if their condition allows that. These may include products:
- fulfillable, with the expiration date shorter than 60 days
- unfulfillable, returned by buyers
- unfulfillable — damaged in the warehouse
- unfulfillable — damaged in transport: from the warehouse to the buyer or from the buyer to the warehouse (in the case of returns)
- unfulfillable — with a hidden defect.
If the condition of a product does not allow its return, we will dispose of it.
We send back unsellable products once per month. After we do so, we will email you the information about the carrier and parcel number. We will also attach the list of withdrawn products along with the reasons for their unsuitability.
If you selected dispose of a product for a fee on your account
We will dispose of those products. However, we do that at most once per month. After we dispose of them, we will send you an email. In the message you will find, among others, the disposal number. We will also attach the list of the disposed products along with the reasons for their unsuitability.
When and how we will charge the fee for withdrawing products
We will charge the fee for withdrawing products from the warehouse for each unit that is:
- unfulfillable and unfit for sale because, for example, it has a hidden defect
- unfulfillable and has been returned by a customer
- fulfillable and has an expiration date shorter than 60 days or you want to withdraw it.
We will charge the fee next Monday after withdrawing the products from the warehouse. If that Monday is a holiday — we will charge it on the next business day.
To the fee we will add:
- if the products are sent back — shipping costs based on the carrier's invoice. They depend on the carrier's price list and the weight, volume, type, and value (in the case of insured parcels) of the products we send back to you.
- if the products are disposed of — the disposal fee according to the price list.
How much will I pay for withdrawing products from the Allegro Warehouse?
You will pay according to the price list. Additionally, depending on what we should do with the products, you will pay for their:
- disposal or
- shipping cost — if we will ship the products to the address you indicated.
Unfulfillable products from defective product returns are an exception — we do not charge you for their withdrawal.
How to add an address for withdrawals from the Allegro Warehouse?
- Go to the Address for withdrawals from the Allegro Warehouse tab.
- Select send back to the provided address in Europe.
- Enter the recipient name, address, and phone number. Make sure the address you provide is located in one of these EU countries.
- If you want, you can provide additional information — for example, the exact location of your warehouse.
- Click [save]. Done!
If you do not have an address for withdrawals located in one of these EU countries – select the option to dispose of the product for a fee.
How do you withdraw products for which I do not have offers?
According to the Terms & Conditions of the service, the Allegro Warehouse can only store products for which you have created offers. If there are no offers for some of your products, we notify you about it by email. We do it regularly, every Monday.
After you receive that email, you have 14 days to create offers for your products. If you fail to do that, we will automatically order a withdrawal. We will dispose of your products or send them back to the address you provided — depending on the option you selected in the Address for withdrawals from the Allegro Warehouse.
In the My stock tab, next to the products without offers, we will display a message for 14 days. It will remind you how much time you have left to create an offer. If you do not do that in the specified time, you will see a message: Withdrawal ordered.
We will notify you by email when we withdraw your products. You will need to pay for the return/disposal according to the price list.
How we process orders in One Fulfillment by Allegro
In One Fulfillment by Allegro, a great many buyers have their orders delivered within 24 hours. Depending on the delivery option and the time of placing and paying for the order — buyers may even get their orders on the day of purchase.
Allegro One (Point, Box)
Within this delivery option, we enable Allegro One Point and Allegro One Box with next-day delivery. The service is carried out by UPS and DPD.
| time of placing and paying for the order | order fulfillment (handover to the courier at the warehouse) | |
|---|---|---|
| working days | time of placing and paying for the order by 8:00 p.m. |
order fulfillment (handover to the courier at the warehouse) same day |
| Saturdays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) same day |
| Sundays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
| bank holidays and December 24 and 31 | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
Allegro One (Point, Box, Courier)
Within this delivery option, we enable the following options:
- Allegro One Box — same-day delivery
- Allegro One Box — next-day delivery
- Allegro One Point — next-day delivery
- Allegro One Courier — next-day delivery.
The service is carried out by Allegro One Courier in selected cities.
Allegro One Box — same-day delivery
| time of placing and paying for the order | order fulfillment (handover to the courier at the warehouse) | |
|---|---|---|
| working days | time of placing and paying for the order by 10:30 a.m. |
order fulfillment (handover to the courier at the warehouse) same day |
| Saturdays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) same day |
| Sundays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
| bank holidays and December 24 and 31 | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
Allegro One Box, Allegro One Point, Allegro One Courier — next-day delivery
| time of placing and paying for the order | order fulfillment (handover to the courier at the warehouse) | |
|---|---|---|
| working days | time of placing and paying for the order by 7:00 p.m. |
order fulfillment (handover to the courier at the warehouse) same day |
| Saturdays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) same day |
| Sundays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
| bank holidays and December 24 and 31 | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
Other delivery options — next-day delivery
| time of placing and paying for the order | order fulfillment (handover to the courier at the warehouse) | |
|---|---|---|
| working days | time of placing and paying for the order by 8:00 p.m. |
order fulfillment (handover to the courier at the warehouse) same day |
| Saturdays | time of placing and paying for the order by 12:30 p.m. |
order fulfillment (handover to the courier at the warehouse) same day |
| Sundays | time of placing and paying for the order by 12:30 p.m.* |
order fulfillment (handover to the courier at the warehouse) same day* |
| bank holidays and December 24 and 31 | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
* applies only to delivery options carried out by DPD. For any other delivery option, we do not display the same-day delivery time on Sunday.
Delivery options to Czechia, Slovakia, and Hungary
The delivery time for all delivery options to Czechia, Slovakia, and Hungary we offer within One Fulfillment is 2 working days.
You can check the cut-off times for placing and paying for orders in the table below.
Allegro DPD Courier, Allegro International
| time of placing and paying for the order | order fulfillment (handover to the courier at the warehouse) | |
|---|---|---|
| working days | time of placing and paying for the order by 8:00 p.m. |
order fulfillment (handover to the courier at the warehouse) same day |
| Saturdays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
| Sundays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
| bank holidays and December 24 and 31 | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
Allegro Packeta
| time of placing and paying for the order | order fulfillment (handover to the courier at the warehouse) | |
|---|---|---|
| working days | time of placing and paying for the order by 6:00 p.m. |
order fulfillment (handover to the courier at the warehouse) same day |
| Saturdays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
| Sundays | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
| bank holidays and December 24 and 31 | time of placing and paying for the order n/a |
order fulfillment (handover to the courier at the warehouse) n/a |
On selected days, we will change the same-day dispatch times to earlier hours
We will shorten them by no more than 5 hours. In 2025, we can do it on the days following Polish public holidays, that is on: April 22, May 2 and 5, June 9 and 20, August 18, November 3 and 12, and December 29. We can also do it on other dates — due to, for example, storage system disruptions, natural disasters, or carriers' problems.
How we process orders
You can check information about your order stage in the Orders tab — just like with a standard Allegro sale. You cannot change the order statuses on your own — we update them based on their stage of fulfillment at the Allegro Warehouse.
Read the information below to learn how we carry out different kinds of orders.
Paid orders
- The customer makes a purchase and selects a delivery option available in One Fulfillment by Allegro.
- The customer pays for the order.
- Order's status changes to paid — you can check it in the Orders tab.
- We forward information about the order to the Allegro Warehouse.
- We block the buyer's payment on your Allegro account — you can check it in the Funds & Operations history tab.
- We pick, secure, and pack the order at the Allegro Warehouse.
- We dispatch the parcel with One by Allegro or other delivery option selected by the buyer.
- The payment from the buyer goes to your account.
Make sure to issue documents confirming the purchase
In One Fuflillment by Allegro, we are not responsible for issuing documents confirming the purchase. Issuing an invoice or a purchase confirmation is your responsibility. Once you have issued such a document, add it to the Orders tab — we will automatically forward it to the buyer.
Unpaid orders
If the buyer places an order but does not pay for it:
- We will send them 2 emails reminding about the payment. We will send the first email after 24 hours from the purchase and the second one — after 2 days.
- If the customer places an order but does not pay for it within:
- 14 days — in the case of a standard/postal transfer
- 7 days — in the case of other payment methods — they will not be able to pay.
- We will put products from the unpaid order back on sale. You will see that in the Inventory tab — the number of units of the product available for sale will increase.
Orders paid for with split payment
If the buyer places an order and uses split payment:
- We will withhold the order until we confirm that you received the payment on your account. In the meantime:
- in the Orders tab, this order will have the new status
- we will block it in the inventory for 7 days.
- When we confirm that the money has reached your account, we will start fulfilling the order.
Canceled orders
Orders can be canceled in 4 cases:
if the buyer paid for the order but canceled it before we dispatched it from the Allegro Warehouse (you can cancel an order until we change its status from new to in progress).
if we cannot pick the order at the Allegro Warehouse — for example, if the product is damaged or the buyer placed an order for a product not available at the warehouse
if the buyer provided an incorrect address and after 3 attempts to contact them, we fail to obtain the correct address
the buyer did not pay for the order within:
- 14 days — in the case of a standard/postal transfer
- 7 days — in the case of other payment methods.
If the buyer cancels the order, we automatically return:
- the order value (for the purchase and delivery) to the buyer
- sales commission to your account.
Orders uncollected by customers
- If the buyer does not collect the parcel, it returns to the Allegro Warehouse. We accept it based on the ASN we generate (ASNs with numbers starting with B).
We assess the condition of the uncollected product. If the product:
- is of full-value (brand new, packed, sealed with foil, labeled) ― we will put it back for sale
- has been damaged in shipment (partially or fully) ― we will ship it back to you at your expense or dispose of it (if it is unsuitable for shipment). We will also pay you compensation in the amount equal to the product price in the offer and shipment costs.
- Regardless of the product conditions, you should refund the buyer the full amount they paid for the product. Additionally, if the order was made outside Allegro Smart!, you should also refund the buyer 100% shipment costs. If the buyer paid for their order:
- with deferred payment, split payment, or in installments ― you refund the buyer. That is why, in those 3 cases, we will email you and ask you to refund the buyer.
- with other payment method ― we refund them automatically.
If the order consisted of multiple parcels and the buyer collected only some of them, ytou should refund them only for the products that returned to the Allegro Warehouse. In that case, they will not get a refund for the shipment costs.
Regardless of how the buyer is refunded, make sure you document it.
- We send the buyer an email about the refund for their uncollected order.
- You get a transaction rebate (sales commission refund).
Payment refunds
Make sure you always have enough money so that we can use it to refund the buyers. For that purpose, you can use the option of holding money for refunds.
If you do not have the funds that we could use to refund the buyer for an uncollected order, we will retry the refund only once ― 24 hours after the first attempt. If there is still not enough money in your balance ― we will reach out to you and ask to top it up, and refund the buyer on your own.
Where you can find information about the uncollected parcels
- In the Payment Refunds tab. There, you can find information about refunds amount.
In the notifications we send you. Every Friday, we send you a message with a weekly summary. In addition, we will email you when:
we issue a refund to the buyer
- you do not have enough money in your balance and we cannot issue a refund.
Frequently asked questions
Do you issue invoices for orders my customers placed?
No. In One Fulfillment, we are not responsible for issuing documents confirming the purchase. Issuing an invoice or purchase confirmation is your responsibility. Once you have issued such a document, add it to the Orders tab — we will automatically forward it to the buyer.
My customer has not received the parcel, although I can see it has been dispatched in the Orders tab. What can I do?
If the buyer contacts you about that, the message will be automatically redirected to us. We will contact the carrier and clarify the reason for delay. If the parcel is lost ― we will ask you to refund the buyer. If the parcel is found ― we will compensate you within 45 days from the moment it was declared lost.
My customer collected a damaged parcel. What can I do?
If the buyer contacts you about that, the message will be automatically redirected to us.
- If the products from the order are completely damaged and the customer cannot ship them back ― we will ask them to send us photos of the product and a damage report. If they do, we will refund the buyer using the money you hold for refunds. When we do that ― contact us and we will compensate you.
- If the products from the order are damaged but the customer can ship them back ― we will ask them to ship them to the Allegro Warehouse. When they do that ― we will refund the buyer using the money you hold for refunds. Contact us and we will compensate you.
In both cases ― we will compensate you within 45 days from the moment the buyer receives the refund.
My customer collected a parcel containing a product different than the one they ordered. What can I do?
If the buyer contacts you about that, the message may reach you or us.
If the message reaches you
If the differences reported by the customer are a result of description error (for example, the description informs that there are 2000 elements in the puzzle while there are 200). In that case, discuss further steps with the customer on your own.
If the message reaches us
If the differences reported by the customer are a result of our error (for example, the customer bought a 2-liter red bucket and we delivered a 3-liter blue bucket). We will ask the buyer to ship the product back to our address. We will contact you and ask to refund the buyer or to ship the product to the customer again.
How do you charge fees for products returned to the warehouse because the customer did not collect it?
We store such products for free for the first 30 days. After that time, we charge fees in accordance with the price list. We do not charge extra fees for accepting orders uncollected by customers.
What combined orders in One Fulfillment by Allegro are all about
A combined order consists of orders from multiple sellers who use One Fulfillment by Allegro. We dispatch such orders in one parcel from our Allegro Warehouse.
A combined order consists of orders from multiple sellers who use One Fulfillment by Allegro. We dispatch such orders in one parcel from our Allegro Warehouse. We divide the delivery cost of those orders among the sellers — proportionally to the value of items from a given order.
How it works
All offers with items listed by sellers who use One Fulfillment by Allegro are marked as items dispatched from the Allegro Warehouse. This way, buyers know which items they should buy to get a combined order.
The buyers will see the information about dispatch from the Allegro Warehouse:
- on the offer list. When they hover over an offer, they can see its details, including delivery from the Allegro Warehouse.
- at the top of an offer page — for example, under the seller's login
- at the bottom of the offer page — for example, in the About Seller and Delivery and payment sections
- on the offer page — next to the Other items from this seller section. We will display the Others from the Allegro Warehouse link next to the recommended products. When the buyer clicks the link, they will be redirected to the list with all the offers with items available in the Allegro Warehouse.
- in the cart, over the item list and in the delivery and payment form
- on the thank you page.
Additionally, when a buyer adds an item from the Allegro Warehouse to their cart, they will see a pop-up window with recommended items from other sellers who use One Fulfillment by Allegro. They will also see the list of recommended products in their cart, under the list of items in your cart.
We can also display products from the Allegro Warehouse coming from multiple sellers if the buyer is looking for a few products at the same time using the search many option.
How we settle for combined orders within Allegro Smart!
A combined order will be fulfilled within Allegro Smart! if:
- the buyer is an Allegro Smart! member they make a purchase for at least 40 PLN from sellers who use One Fulfillment by Allegro and
- at least one offer from the order is marked with the Allegro Smart! badge.
We divide the delivery cost within Allegro Smart! among sellers the customer purchased from in a combined order. We do it proportionally to the value of products in the combined order.
Example
The buyer makes a purchase from seller A and seller B, both of whom use the One Fulfillment by Allegro. They buy shoes for 38 PLN from seller A — the offer is not marked with the Allegro Smart! badge. They also buy a jacket for 102 PLN from seller B — the offer is marked with the Allegro Smart! badge. The buyer chooses the Allegro DPD Courier delivery option. The total value of that order is 140 PLN. The buyer does not pay for delivery because they have made a purchase within Allegro Smart! We divide the delivery cost between the sellers. For a purchase for 140 PLN made within Allegro Smart! the delivery fee is 4.99 PLN. We divide the fee between sellers according to the table below.
| Product price | Order share | How much the seller will pay for the Allegro Smart! delivery | |
|---|---|---|---|
| Seller A | Product price 38 PLN |
Order share 38 of 140 PLN = 27.14% |
How much the seller will pay for the Allegro Smart! delivery 27.14% x 4.99 PLN = 1.35 PLN |
| Seller B | Product price 102 PLN |
Order share 102 of 140 PLN = 72.86% |
How much the seller will pay for the Allegro Smart! delivery 72.86% x 4.99 PLN = 3.64 PLN |
How we settle for combined orders outside Allegro Smart!
We do it the same way as for orders within Allegro Smart! — we divide the delivery cost among sellers from which the buyer has made a purchase within the combined order. We do it proportionally to the value of products in the combined order.
Example
The buyer makes a purchase from 3 sellers in One Fulfillment by Allegro. They buy shoes for 38 PLN from seller A, a jacket for 102 PLN from seller B, and a bag for 50 PLN from seller C. The total order value is 190 PLN. None of those offers has the Allegro Smart! badge. The buyer selects the Allegro DPD Courier delivery option, and they pay 12.99 PLN for it. We divide that cost among sellers — according to the table below. Next, we add it proportionally to each seller's invoice for One Fulfillment.
| Product price | Order share | How much the seller will get from the buyer | How much the seller will pay for delivery | |
|---|---|---|---|---|
| Seller A | Product price 38 PLN |
Order share 38 of 190 PLN = 20% |
How much the seller will get from the buyer 38 PLN + (20% x 12.99 PLN) = 40.60 PLN |
How much the seller will pay for delivery 20% x 12.99 PLN = 2.60 PLN |
| Seller B | Product price 102 PLN |
Order share 102 of 190 PLN = 53.68% |
How much the seller will get from the buyer 102 PLN + (53.68% x 12.99 PLN) = 108.97 PLN |
How much the seller will pay for delivery 53.68% x 12.99 PLN = 6.97 PLN |
| Seller C | Product price 50 PLN |
Order share 50 of 190 PLN = 26.32% |
How much the seller will get from the buyer 50 PLN + (12.32 % x 12.99 PLN) = 53.42 PLN |
How much the seller will pay for delivery 26.32% x 12.99 PLN = 3.42 PLN |
Settlement details
We round percentages and prices to the 2nd decimal place. We do it in a standard way. If the 3rd decimal place digit is:
- between 0 and 4 — we round it down, for example, 38.5634% is rounded down to 38.56%
- between 5 and 9 — we round it up, for example, 54.6567% is rounded up to 54.66%.
Where you will find the information about combined offer delivery cost
- in the Orders tab — next to the item bought as a part of the combined order
- in the Settlements with Allegro tab
- you can download them through the API.
How the buyer can contact you in regards to a combined order
The buyer can contact you in regards to a combined order:
- when on the thank you page, they click Go to details, and then Ask about purchase
- when they click [ask about purchase] in the Purchase History tab
- when they click [contact us] in the email they got from us after the purchase.
If the buyer wants to ask a question about their combined order, we will display two subjects to choose from: Product and returns and Delivery.
- If they choose Product and returns and specify that they want to ask about your item or returns — we will forward their message to you.
- If they choose Delivery — the message will be forwarded to the Allegro Warehouse Customer Service. You will not see that message in the Message Center.
Just like in the case of the standard contact with the buyer, you and the Allegro Warehouse Customer Service can pass the messages to each other.
How Discussions for combined orders work
In One Fulfilment by Allegro we automatically distribute Discussions between you and us based on the reason for opening the Discussion. Learn more about which Discussions we will distribute to you.
In the case of combined orders, the buyer additionally selects which product the Discussion applies to. If they select:
- your product and the reason for Discussion you are expected to address — the Discussion will be distributed to you. The buyer can open multiple Discussions — for each product from the combined order. You will only see Discussions that concern your products.
- delivery problem as the reason — the Discussion will be distributed to us. You will not see it as it also concerns other sellers. We will let you know by email if the buyer opens such a Discussion.
When you open the Discussion, you will see an automatic message. It will contain information about the reason for the Discussion and the product it refers to. This message may contain only that information — the buyer can open a Discussion without providing details. If you do not have sufficient information to solve the customer's problem, ask for it. Try to do it as soon as you can. According to the Terms & Conditions, you have 24 hours to respond (or to ask a question) in a Discussion counting from the moment it is opened.
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