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.

In tables below, you can check by what time buyers have to place and pay for the order.

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

1. The customer makes a purchase and selects a delivery option available in One Fulfillment by Allegro.
2. The customer pays for the order.
3. Order's status changes to paid — you can check it in the Orders tab.
4. We forward information about the order to the Allegro Warehouse.
5. We block the buyer's payment on your Allegro account — you can check it in the Funds & Operations history tab.
6. We pick, secure, and pack the order at the Allegro Warehouse.
7. We dispatch the parcel with One by Allegro or other delivery option selected by the buyer.
8. We transfer the buyer's money to your Allegro Finance account.

Unpaid orders

If the buyer places an order but does not pay for it:

1. 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.
2. 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.

3. 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:

1. 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.

2. 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

1. 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).

2. 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.
3. 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 using the money from your Allegro Finance.

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.

4. We send the buyer an email about the refund for their uncollected order.
5. You get a transaction rebate (sales commission refund).

If there is no money in your Allegro Finance 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 on Allegro Finance ― we will reach out to you and ask to top up your Allegro Finance 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 Allegro Finance and we cannot issue a refund.

Frequently asked questions