Billing, Fees & Support

Flowa runs on a credit-based system. Your balance is drawn down as services are used — outbound shipping, inbound receiving, exceptions, value-added services, and storage. Every charge is itemised by category and tied directly to the order or activity it relates to. Nothing is bundled or obscured.

Weekly. At the end of each billing cycle, the system automatically generates a complete invoice covering all activity during that period. You can download invoices directly from the platform at any time.

Each outbound record is broken down line by line: pick cost (first pick plus any additional picks), packaging materials used, international freight charged by weight, last-mile document fees, applicable taxes at the destination, and any surcharges. You see exactly how the total was built — pick by pick, kilo by kilo.

An exception fee is raised when a non-standard event occurs — a failed delivery requiring redelivery, a damaged parcel requiring repackaging, or a non-standard handling request. Every exception fee must be approved by you before Flowa processes it. The platform records who approved it, when, and the amount. Nothing unusual is charged without your explicit sign-off.

No. Every exception fee requires merchant approval before it's processed. Every charge is itemised and traceable back to its originating order or activity. You will not see a line on your invoice that you didn't authorise.

Storage is charged daily based on the warehouse space your stock occupies, broken down by warehouse, bins, and pallets. A fresh report is generated every day, so your storage cost is always current and fully traceable.

Open a support ticket from the Support Center inside your dashboard. Select the enquiry type (order, billing, inventory, settings, or other), add the relevant order or invoice ID, describe the issue, and attach any files if useful. Your ticket enters the support queue immediately.

Yes. Flowa's support team operates 24/7. For most clients, this includes a dedicated WhatsApp group for faster escalations, alongside the in-platform ticket system.

A complete, time-stamped record of every order-related action taken on your account — who approved an order, when an item was added or removed, what was changed and when. If anyone on your team needs to trace a decision back, the answer is in the log. Find it under Settings.

Yes. From Settings, you can edit your profile information and adjust which notifications you receive and how they behave. Supplier information and product measurements are managed by the support team — raise a ticket if any of these need correcting.