Your complete guide to Quiqup's fulfillment operations, from platform setup to order processing. All procedures are designed to ensure smooth operations and optimal service delivery.

Quick Links

• Platform Setup
• Inbound Shipment Procedures
• Capacity Planning
• Pick and Pack Operations
• Returns Management
• B2B Orders
• Inventory Management
• Customer Support
• Finance

Platform Setup

Understanding your integration method is critical for proper system operation. Your integration depends on your e-commerce platform:

• Shopify or WooCommerce: Uses Quiqup's native connectors for seamless setup
• Custom or proprietary platforms: Requires Direct API integration with technical implementation

Shopify/WooCommerce Integration

Check your integration: Navigate to the 'Integrations' section in your Quiqdash account. Active native integrations will display as 'active', allowing direct customization from your dashboard.

related articles: Managing your integration settings

Critical: SKU Modifications

⚠️ Important: Notify Quiqup immediately if you modify any SKU code or barcode. Changes create new products in our system while existing stock remains linked to original SKUs, causing inventory recognition issues.

Shipping Method Changes

What You Do:

1. Add or modify shipping methods in your Shopify/WooCommerce account
2. Log into Quiqdash immediately after changes
3. Verify each shipping method maps correctly to Quiqup delivery options

Result: Proper mapping prevents misconfigured orders and delivery issues.

Direct API Integration

You are responsible for managing product creation and ensuring accurate data transmission, including SKU codes, barcodes, and product identifiers.

Critical Requirement: Proactively notify Quiqup of any product data changes to avoid service disruptions.

Inbound Shipment Procedures

Timeline: Book inbound deliveries 48 hours in advance. Processing is not available on weekends.

Pre-Inbound Requirements

What You Do:

1. Book deliveries: Use designated Quiqup booking links with 48+ hours notice
2. Provide documentation: Submit Advanced Shipping Notices (ASNs), Packing Lists, and Commercial Invoices
3. Plan around weekends: Factor weekend closure into your inbound timelines

Result: Quiqup provides estimated completion timeline based on shipment size and facility availability.

Product Packing Requirements

Critical Rule: Each carton must contain only one SKU. SKUs cannot be split across multiple boxes.

Example: 500 units of SKU A must be packed in cartons containing only SKU A, not mixed with other SKUs across multiple cartons.

Segregation Charges

⚠️ Important: Mixed SKUs across cartons require manual segregation and incur additional fees. Pack each SKU in dedicated, clearly labeled cartons to avoid charges.

For more details on inbound processes:

• preparing your inventory for receiving
• booking your inbound
  
  

Capacity Planning

Forecasting Method: Quiqup forecasts your monthly volume based on trailing 30-day averages.

Volume Increase Notifications

Required Notice: 30 calendar days advance written notice for volume increases exceeding 10-15% of monthly average.

Special Events: Engage with Quiqup to review and potentially renegotiate SLAs before promotional periods, seasonal campaigns, or volume surges.

Consequence of Non-Compliance: Quiqup is not liable for SLA failures when adequate notice is not provided for significant volume changes.

Pick and Pack Operations

Packaging Procedures

Documentation Required: All special packaging requirements must be documented during onboarding. Operational changes require communication to Quiqup and may affect charges based on packing time.

Marketing/Promotional Items

Critical Limitation: Quiqup cannot manually add items to orders. All promotional items must be added through your e-commerce platform before order submission.

Order Modifications

Self-Service: Modify orders via Quiqdash when status is "pending"

Support Required: Modifications after "pending" status require contacting support and may incur charges if already picked and packed

related articles: editing an order

Order Cancellation

Available Methods:

• Direct API integrated clients: Cancel via Quiqdash
• Shopify/WooCommerce native integrations: Cancel via Quiqdash

Timing: Cancellations only available during "pending" status. Later cancellations require support contact and may incur charges for picked orders requiring restocking.

related articles: cancelling an order

Returns Management

Processing Location: All returns (failed deliveries and customer-initiated) are processed at Quiqup's central facility for QA/QC before inbound to fulfillment facilities.

QA/QC Process

What Happens:

1. Quiqup follows contractually agreed QA/QC procedures
2. When pictures are required, you receive email notification upon QA/QC completion
3. Response deadline: 48 hours to view and respond to return details
4. Automatic approval: No response within 48 hours results in automatic approval per Quiqup's assessment

Failed QA/QC Items

Default Action: Items failing QA/QC are returned to you unless a separate disposal agreement exists.

related articles: QA/QC Procedures for returns

B2B Orders

Minimum Notice: All B2B orders require 48 hours advance notice before required delivery date.

Order Submission Process

What You Do:

1. Send order request: Email ffsupport@quiqup.com
2. Include details: Delivery date, recipient information, SKU details/quantities, special handling requirements
3. Await confirmation: Quiqup confirms receipt and acceptance via email
4. Track progress: Monitor through Quiqdash once packed and prepared

FBA/FBN Orders - Special Requirements

Your Additional Responsibilities:

1. Schedule appointments: Arrange with receiver (afternoon hours, Monday-Saturday)
2. Submit documentation: Send appointment confirmation and required SKU barcodes to Quiqup
3. Timeline coordination: Align appointment scheduling with 48-hour notice requirement

Delivery Schedule: Standard B2B deliveries follow morning schedule; FBA/FBN deliveries occur during pre-arranged afternoon appointments.

related articles: Requesting a B2B order

Inventory Management

Inventory Accuracy

Quiqup Process: Random stock takes are conducted. Discovered inaccuracies trigger full client stock takes.

Additional Stock Takes: Client-requested stock takes outside standard process incur additional manhour charges.

Stock Disposal

Default Policy: Failed QA/QC items and damaged stock are returned to you.

Disposal Assistance: Quiqup can facilitate third-party disposal services. Contracts are directly between you and disposal provider.

Inventory Levels

Maximum Storage Policy: You should not maintain more than 6 months' worth of inventory at Quiqup facilities.

How We Calculate: Total units stored ÷ average monthly outbound units (over past 3 months) = inventory months

What Happens if You Exceed 6 Months:

1. Notification: We'll notify you to reduce inventory levels within 30 days
2. Non-Compliance: Additional storage fees may apply or we may reject new inbound shipments until levels are corrected

Best Practice: Monitor your inventory turnover regularly to maintain optimal storage levels and avoid additional charges.

Customer Support

Response Times: WhatsApp 15-30 minutes, Email/Tickets 2 hours during business hours.

Support Channels by Query Type

Last-Mile Queries

For orders already collected by Quiqup (any status except pending, picking started, ready for collection):

• WhatsApp: [phone number provided at onboarding] (8am-8pm daily)
• Email: support.dubai@quiqup.com
• Alternative: Quiqdash tickets (yellow help button)

Fulfillment Queries

For orders in pending, picking started, ready for collection states, plus inventory management:

• Primary: ffsupport@quiqup.com
• Alternative: Quiqdash tickets (yellow help button)

Other Business Needs

• Account management: Your assigned account manager
• Finance: dubaifinance@quiqup.com

Escalation Path

1. L1 - Fulfillment Manager (Johnson): johnson@quiqup.com
2. L2 - Account Manager: Your assigned contact

Note: No need to copy multiple Quiqup contacts. All communications are automatically routed and escalated internally as needed.

Accessing Your Tickets

What You Do:

1. Log into support.quiqup.com
2. If you don't see company tickets, ensure your Quiqdash account owner has created an organization and added you as team member
3. Still having issues? Contact ffsupport@quiqup.com

Finance

Timeline: Invoices issued on 10th day after billing period ends, COD payouts processed Tuesdays and Thursdays

Invoicing

Billing happens on a monthly basis. You'll receive an email from dubaifinance@quiqup.com on the 10th day after each billing period containing:

1. Invoice: Your fulfillment charges plus VAT, broken down by service type
2. Delivery Report (Excel): Completed pick and pack orders and fees charged
3. Credit Note: COD amounts collected on your behalf
4. COD Schedule (Excel): Listing all COD orders

Note: All charges reconcile directly with the Invoice and Credit note provided.

COD Payout Process

COD payouts are processed only after your credit note confirmation unless specified otherwise in your contract.

Confirmation Process

1. Review documents: Check credit note from dubaifinance@quiqup.com
2. Request payout: Click "Process COD Transfer" when ready
3. Payout inclusion: Payment included in next payout cycle

Payout Schedule

Note: Public holidays excluded. Historical credit notes available in Quiqdash Finance section.

Payment Terms

Payment terms follow the conditions in your signed client agreement.

Bank Transfer Payment Method

Make payments directly to RAKBANK using these details:

⚠️ Important: Always include your invoice number in the payment reference for proper matching.

Account suspension: Accounts might be suspended if payment due date passes without settlement to ensure proper credit control.

Card Payment Method

Invoices are automatically charged to your saved card on the day they are due.

• Card requirements: Valid card with sufficient funds on your portal
• Payment confirmation: Receipt sent once processed successfully
• Failed payments: Email sent to update card details

Failed Card Payment Process

Note: We do not accept cash or cheque payments. Only bank transfer to our RAKBANK account or card payment for enrolled clients.

Compensation Requests

Timeline: Submit claims within 5 calendar days of order completion

Claim Submission Process

1. Submit via Quiqdash: Raise a ticket with our support team
2. Timeline requirement: 5 calendar days after order completion (unless contractually specified otherwise)
3. Internal review: Claims reviewed and investigated
4. Resolution: Credit note issued if Quiqup liability confirmed

Damaged Returns

• Immediate reporting: Report damage when receiving returned orders
• Acknowledgment required: Confirm damage upon receipt
• Documentation: Photo evidence recommended

Liability Information

Complete liability details available in Section 12 of our Terms of Service document.

What happens next: Approved compensation requests result in credit notes applied to your invoice.