Fulfillment and Shipping

Learn how to fulfill orders, generate shipping labels, track packages, and work with integrated courier services in Mozhe.

Fulfilment Methods

Mozhe supports three fulfilment methods:

Shipping Workflow

Standard Delivery Process

1. Order Created - Customer places order with delivery address
2. Order Approved - You confirm the order
3. Order Prepared - Pack items, system generates shipping label
4. Order Shipped - Hand to courier, tracking begins
5. Order Fulfilled - Courier delivers, order complete

Pickup Process

1. Order Created - Customer selects store pickup
2. Order Approved - You confirm the order
3. Order Prepared - Pack items, notify customer
4. Order Fulfilled - Customer collects, mark as picked up

Marking Orders as Prepared

When your items are packed and ready:

1. Open the order in your dashboard
2. Click Mark as Prepared
3. The system will:
   • Submit shipment to your configured courier
   • Generate a tracking number
   • Create shipping labels
   • Send "Ready for Pickup" or "Preparing for Shipment" email to customer

Important: For delivery orders, the courier integration runs automatically when you mark an order as prepared.

Integrated Couriers

Mozhe integrates with these courier services in Serbia:

GLS

• Full tracking integration
• Automatic label generation
• Real-time status updates

Tracking URL format:

https://gls-group.com/RS/sr/pracenje-paketa/?match=[TRACKING_NUMBER]

BEX Express

• Local and regional delivery
• Same-day shipping options
• Cash on delivery support

Tracking URL format:

https://bexexpress.rs/pracenje-posiljke?broj-posiljke=[SHIPMENT_ID]

D Express

• Nationwide coverage
• Multiple service levels
• Barcode-based tracking

Tracking URL format:

https://www.dexpress.rs/rs/pracenje-posiljaka/[BARCODE]

Printing Shipping Labels

For GLS Orders

1. After marking as prepared, click Download AirWaybill
2. Print the label on A4 or A6 paper
3. Attach securely to the package

For BEX Orders

1. After marking as prepared, click Download BEX Label
2. The label downloads as a PDF
3. Print and attach to package

For D Express Orders

1. Labels are generated with unique barcodes
2. Download from the order details
3. Barcode is automatically set as tracking number

Tracking Shipments

Automatic Updates

For integrated couriers, shipment status updates automatically:

• Shipped - Package picked up by courier
• Attempted - Delivery attempt made
• Fulfilled - Successfully delivered
• Failed - Delivery failed

Manual Status Updates

If automatic tracking is not available:

1. Open the order
2. Update the status manually
3. Optionally add tracking number and URL

Viewing Tracking Information

Each order displays:

• Carrier - Which courier service
• Tracking Number - For package lookup
• Tracking URL - Link to courier's tracking page

Handling Delivery Issues

Delivery Attempted

When a courier cannot deliver:

1. Order status changes to Attempted
2. Customer receives notification
3. Options:
   • Wait for courier retry
   • Contact customer for redelivery
   • Mark as Failed if undeliverable

Delivery Failed

After multiple failed attempts:

1. Click Mark as Failed
2. Customer is notified
3. Package typically returns to you
4. You can mark as Returned when received back

Customer Not Available

If the courier reports "customer not available":

1. Contact the customer to arrange redelivery
2. Update delivery notes if needed
3. Coordinate with the courier for another attempt

Cash on Delivery Orders

For COD orders, additional handling is required:

Bank Account Configuration

Ensure your bank account is configured:

1. Go to Organization Settings > Payments
2. Set your Cash Bank Account number
3. This account receives COD funds from couriers

COD Process

1. Courier collects payment at delivery
2. Payment is deposited to your bank account
3. Order is marked as fulfilled
4. You receive confirmation

COD Fees

The COD fee (costPayment) covers:

• Courier's cash handling fee
• Processing costs

This fee is charged to the customer at checkout.

Fulfilling Pickup Orders

For in-store pickup:

1. Prepare the order - Pack items and mark as prepared
2. Customer notification - Automatic email sent with pickup instructions
3. Verify identity - Confirm the customer's order number
4. Complete pickup - Click Picked Up to mark as fulfilled

Pickup Location

Pickup location information comes from your site settings:

• Store name and address
• Operating hours
• Contact information

Fulfilling Digital Orders

For digital products or services:

1. Approve the order
2. Deliver the digital content (download link, access code, etc.)
3. Click Mark as Fulfilled
4. Customer receives completion email

Note: Digital orders skip the "Prepared" and "Shipped" stages.

Shipping Configuration

Setting Default Carrier

Configure your default courier in shipping settings:

1. Go to Settings > Shipping
2. Select your shipping method
3. Choose the API Provider (GLS, BEX, or D Express)
4. Enter your courier credentials

Custom Shipping Methods

You can create multiple shipping methods:

• Different carriers for different regions
• Express vs. standard delivery
• Free shipping thresholds

Each method can have its own:

• Name and description
• Price (flat rate or calculated)
• Courier integration

Generating Fiscal Receipts

When orders are fulfilled, fiscal receipts may be generated:

For Delivery Orders

1. Order is marked as delivered
2. System generates shipping receipt (MOZHE platform receipt)
3. Product receipt generated (if organization has receipts enabled)
4. Receipts attached to fulfillment email

Receipt Types

Your receipt configuration depends on your payment facilitator setup.

Troubleshooting

Label Not Generating

Check that:

• Courier credentials are configured correctly
• Delivery address is complete and valid
• Your courier account is active

Tracking Not Updating

If tracking status is not updating:

1. Verify the tracking number is correct
2. Check the courier's website directly
3. Allow time for courier systems to update (can take hours)

Shipment Creation Failed

If marking as prepared fails:

1. Check the error message
2. Verify delivery address format
3. Ensure courier service is available for the destination
4. Contact Mozhe support if the issue persists

Next Steps

• Order Processing - Full order management guide
• Payment Status - Understanding payments
• Customer Communication - Email notifications