Fulfillment & Delivery FAQs – Blackcart Support - Merchants

Frequently asked questions related to Try Before You Buy order fulfillment and delivery

What happens if we're unable to fulfill the order after it is placed?

You can cancel a fulfilment from your Shopify admin panel. If you use a custom fulfilment service, you must contact them to cancel or change your fulfilment.

How will customers be notified if an item in their order is no longer available/cancelled during fulfillment?

The Customer Portal allows customers to track the status of a fulfilment. If an item is cancelled during the fulfilment process, it will be marked as such in the Customer Portal.

How to provide customer with their unique Customer Portal link?

Blackcart will send an email to the customer with a direct link to their Customer Portal as soon as the order is confirmed. If the email is not received or the customer is unable to access the portal via the automated email, merchants can access this link via the merchant portal. Click here to learn more.

How can our customers track their order status?

Customers will receive an email from Blackcart with their unique order tracking information as soon as their order is fulfilled and shipped. This tracking information is obtained directly from the order details in Shopify by Blackcart.

Customers can also obtain tracking information from the Customer Portal. If orders are fulfilled in multiple shipments, the Customer Portal will display separate tracking information and item details for each shipment.

Can customers pick-up a Try Before You Buy order in-store?

Currently, Blackcart does not support in-store pick-up (or returns). Customers will only have the option of selecting a shipping method when checking out with Blackcart as a Payment method.