The data below is a weekly snapshot of our customer support performance, including our time to first response and the time to full resolution.
Time to First Response
Time to Full Resolution
October 2023 🍂
🚚 Inventory Placement SKU Distribution Model Updates
For merchants leveraging our Inventory Placement Program, we’ve updated our SKU distribution model to account for exception orders when calculating how much inventory to distribute during WRO creation. ShipBob predicts where out-of-stock orders will be fulfilled based on when inventory will arrive at one or multiple FCs. By predicting and adding buffer to WRO distributions, ShipBob’s distribution model ensures that inventory levels are ideally balanced once OOS orders are fulfilled.
🛍️ Order Prefix & Suffix Sync for Shopify Orders
For merchants managing multiple Shopify storefronts or using third-party apps that leverage order prefix or suffix, we’ve updated our Shopify integration to make it easier for you to identify orders across platforms. We can now automatically sync the entire order number, including prefix and suffix, when orders are imported from Shopify. Contact Merchant Care to enable. Learn more.
⚙️ Revamped My Profile and Company Profile Pages
For ShipBob account admins, we have redesigned the My Profile and Company Profile pages in your ShipBob dashoard to provide a more user-friendly navigation experience and display the most important information. Learn more.
📦 Royal Mail Large Letter Shipping
For merchants shipping from any of ShipBob’s UK fulfillment centers, we’ve added Royal Mail’s Large Letter service to our available carrier options. Popular with subscription brands and those with smaller parcel sizes (under 750g and 2.5cm parcel thickness), the new lower-cost alternative does not sacrifice quality or speed, with full tracking and a 48-hour delivery time across the UK.
September 2023 🍂
🌎Shopify Tax ID Compliance Update for Cross-Border Shipments
We’ve updated our integration with Shopify to sync Shopper Tax ID for relevant countries and Country of Origin to ensure commercial invoices are compliant and cross-border shipments are delivered without any customs issues or delivery delays. Learn more here under Sync Shopper Tax ID.
💻ShipBob Dashboard Navigation Improvements
We’ve made several improvements to the left-hand side navigation panel to access pages with fewer clicks, modernize the account settings page, and add a new rules page to view and manage order rules from one place. Learn more.
📦Improvements for USPS & Australia Post Returns
Previously, our fulfillment centers in the US and Australia encountered difficulties when scanning USPS and Australia Post return label barcodes because the system did not recognize their unique barcode format. We have added support for scanning 4 additional USPS and Australia Post label barcode formats and anticipate greater success of return arrival and processing scans.
August 2023 😎
❗Resolve Exception Orders Faster
Avoid delivery delays to your customers with more details in your ShipBob dashboard about why specific orders are in exception and suggestions to resolve them. See which active fulfillment center is out of stock and causing order exceptions. Learn more here.
⚙️Self-Serve API Tokens
Account owners can now revoke API tokens directly from their ShipBob dashboard and access new token details to gain a comprehensive view of all active/inactive tokens at a glance. Learn more in this Help Center article.
📝Custom Branded Packing Slips for ShipBob WMS
ShipBob WMS merchants can customize an 8×11 inch letter-sized template directly in the ShipBob dashboard to print at pack stations in their warehouse. Use flexible settings to upload your brand’s logo, write a custom note to customers, and display gift messages to make a lasting impression with customers.
July 2023 😎
🚚New Receiving Process (Hub & Spoke Distribution)
ShipBob has rolled out a new inbound receiving and distribution process across most of our 40+ United States fulfillment centers via regional hub locations that specialize in receiving your inbound inventory accurately and quickly, then transfer them to your final regional fulfillment center location, where your goods will be stowed and ready to ship to your customers. Note: There are no changes for our non-US fulfillment centers at this time. Please remember to work with your manufacturer to send inventory to the hub. Learn more here.
June 2023 😎
⚙️New Adobe Commerce (Magento 2) Integration
Selling on Adobe Commerce’s Magento 2 platform? Our new direct integration connects your store and ShipBob in minutes! Integrate directly from ShipBob’s App Store to sync real-time, critical data, all while increasing visibility and improving your team’s efficiency and productivity. Learn more.
🎁Cluster Orders by Packaging Material for ShipBob WMS
We’ve released the option for ShipBob WMS customers to customize order grouping and processing flows based on the same custom package type. To start using this new feature, select this new custom cluster by packaging material option when creating custom clusters in ToolBob.
🏦Add ACH as a Payment Method
Instead of reaching out to merchant support, we’ve added the ability for you to self-serve and set up ACH as your payment method on the Payments page in your ShipBob dashboard. Learn more.
May 2023 🌱
📫Restock Return to Sender Lot Products
ShipBob now offers the ability to restock lot products (or products with expiration dates) that are Returned to Sender (RTS). Under your return preferences, you can specify minimum shelf life and actions for how to handle lot products that are marked RTS. You’ll also receive a photo attachment of RTS lot products that are restocked, quarantined, or disposed of. Learn more.
🔁BigCommerce Inventory Sync
We’ve improved our BigCommerce integration to help you display stock levels in real time and prevent overselling. Enable inventory sync to auto-sync inventory counts between BigCommerce and ShipBob every 15 minutes. Use inventory threshold to prevent overselling by specifying a safety buffer when syncing ShipBob inventory quantities with BigCommerce. Learn more.
💻Self-Serve Partial Shipment Rules
Rather than have orders go into exception and manually split them when not all items are available in a single fulfillment center, you can reduce the operational burden by automatically splitting orders with partial shipment rules. Now available to enable from your ShipBob dashboard, you can set a maximum number of shipments per order, turn on partial backorders, and enable split shipments from international sites. Learn more.
⚙️Self-Serve API Tokens
We’ve released several enhancements to improve visibility and security when generating API access tokens from your ShipBob dashboard, including email notifications to your parent account whenever new tokens are generated, a token history to view who generated tokens and when, and a maximum active tokens of 10 per account. Learn more.
📦Amazon FBA Prep
We’ve improved visibility for parcel deliveries to Amazon FBA distribution centers with linked tracking URLs on your ShipBob dashboard.
April 2023 🌱
💳 Local Currency Now Available for Australia, Canada, the UK, & EU
ShipBob has released the option to view pricing in the ShipBob dashboard and pay in the local currency of the countries we fulfill in. Merchants using ShipBob’s fulfillment centers in Australia, Canada, the United Kingdom, or Europe can choose between AUD, CAD, GBP, EUR (or USD). To enable local currency, reach out to your Merchant Success Manager or ShipBob’s Merchant Care team. Learn more.
March 2023 ❄️
📍 Optimal FC Order Allocation Rule
We’ve added a new order allocation rule to help you optimize for the lowest fulfillment cost, even when inventory isn’t immediately available. For background, our default logic allocates each order to the closest fulfillment center (FC) that has available inventory, and if the closest location doesn’t have any inventory, we’ll look at the next closest FC to check for inventory until we allocate the order to the closest FC with available inventory. When you enable this new optimal FC order allocation rule: Orders shipping to a destination in the US will always be allocated to the fulfillment center that’s closest to the order destination, irrespective of inventory levels. This means orders will go into exception until inventory is replenished in the closest FC. Orders shipping to a non-US destination will be fulfilled from the most cost-effective FC (which is not necessarily going to be the closest distance each time). This also means orders will go into exception until inventory is replenished in the most cost-effective FC. Learn more.
⏰ New B2B Order Timestamps & Photos
We’ve added new timestamps and photos to improve B2B order visibility, including details when a freight or prepaid parcel order has been sorted and picked up. We’re also now attaching photos of all outbound B2B shipments for added transparency and to help you dispute chargebacks.
February 2023 ❄️
⚙️ NetSuite Integration
Thinking about using NetSuite as your ERP? ShipBob’s new direct, general-purpose integration helps you centralize your business-critical ecommerce data. Automate real-time data sync between platforms, so you can keep using NetSuite as your source of truth without switching between platforms. NetSuite is available in ShipBob’s App Store. Learn more.
💻 Developer API Improvements for Self-Service Personal Access Tokens Connect & Build Anything
Save time generating API access tokens when you want to connect your tools to ShipBob. We’ve added the ability to generate personal access tokens (PATs) directly from the ShipBob dashboard. Learn more.
January 2023 ❄️
⚙️ Bulk Upload for Manual B2B Orders
ShipBob has updated our bulk order upload template with the ability to support B2B orders. With this new template, you can upload up to 1,000 orders per spreadsheet and 50 items per order. You can also include any special packing or SKU instructions. Learn more.
⚙️ Auto Split Allocation Rules
With our new (optional) auto split allocation rules, you can optimize for delivery speed by automatically splitting orders into multiple shipments (instead of having orders go into exception because not all items are currently available at the most optimal fulfillment center). Getting your products into customers hands’ faster by shipping what’s available now is applicable to the following scenarios: 1) Multi-warehouse auto split if distributing inventory across multiple fulfillment centers and the products ordered are available now from different fulfillment centers. 2) Partial fulfillment auto split when using a single fulfillment center and at least one product is out-of-stock (having the available SKUs ship now and the rest of the order ship separately once it’s back in stock) To enable auto split allocation rules, please reach out to Merchant Care. Learn More.
🇬🇧 New United Kingdom Fulfillment Center
ShipBob’s newest UK fulfillment center is now open. It’s located in Swindon, a 2-hour drive from London with excellent transport links to reach the majority of UK shoppers in just 1 day. With expanded coverage and capacity, you can accelerate your in-country growth while also shipping globally from the UK to anywhere in the world, and you have the flexibility to choose DDU or DDP shipping. Learn More.