How can we assist you today?

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.

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. 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.

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.

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.

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.

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.

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.

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.

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.

Yes. Custom packing rules — tissue paper, stickers, inserts, gift messaging, kitting — are set up during brand mapping and applied automatically to every qualifying order from that point forward. No manual intervention required once the rules are in place.

Beyond standard pick-and-pack, available add-ons include: branded unboxing (custom packing rules, tissue paper, inserts, kitting), inbound QA and defect control, factory-floor rework coordination, product photography while inventory is inbound, bilingual supplier communications, and localised delivery experience (masked China origin, branded tracking pages).* Availability depends on destination country and service level.

*Availability and applicability of premium add-on services depend on destination country, service level, and product type.

Yes. In the Storage Details tab for any SKU, you can set minimum and maximum stock thresholds. When stock drops below the minimum — or climbs above the maximum — the system alerts you automatically.

Yes. Bundles — groups of SKUs sold together as a single product — are supported natively. You can create them in the platform or they'll sync across from Shopify. The available stock of every SKU inside a bundle is visible in real time, so you always know why a bundle is or isn't ready to sell.

You can create products one at a time using the product creation form, or import in bulk using a Google Sheet or Excel file — drag, drop, done. Physical measurements and weights are captured by the warehouse team during inbound (they drive shipping and cost logic), so these fields cannot be edited directly in the platform. If a measurement looks wrong, raise it with Support.

The affected items go onto QA hold and you're notified immediately with photo evidence. Depending on your service level, Flowa can coordinate rework or a replacement with your factory before the stock is committed to any orders. Nothing flagged on QA ships until you've made a decision.

Every item is scanned and visually inspected on arrival. Standard inbound covers obvious damage and packaging integrity. For brands on QA plans, inspection extends to colour, sizing, stitching, labelling, and defect checks — with photo evidence captured on every exception found.

Incoming: Stock in transit from your factory to the Flowa warehouse.

Reserved: Stock already committed to orders being processed.

Available: Stock ready to pick and ship right now.

Total: The sum of all units held for that SKU across all states.

Under standard inbound, goods are live and available within 24–48 hours of arriving at the warehouse.* If items go onto QA hold, they stay there until an inspection outcome or rework decision is confirmed.

*Standard inbound; subject to QA hold workflows and inbound volume at time of receipt.

Create an Advance Shipping Notice (ASN) in the platform before your goods leave the factory. Your account team will coordinate inbound on your behalf if needed. When your inventory arrives at our Shanghai facility, it's barcoded, itemised, and processed — with QA checks applied where specified.

Orders that trigger a risk signal — unusual weight, flagged destination, routing anomaly — are held automatically for your review. The platform shows you the flag and the reason. You decide whether to approve and proceed. Nothing ships without your explicit sign-off.

Yes. Bulk actions let you approve, split, cancel, add a shared item (such as a promotional gift), remove a shared item, or edit declaration values across a selection of orders simultaneously.

If an order has out-of-stock items alongside in-stock ones, you can split it. The in-stock items ship immediately under the original order. The out-of-stock items are separated into a new order that waits for restock. Both carry the same platform ID, with incremented order numbers.

After multiple failed attempts, the order moves to "Awaiting Instruction" status. You're asked to decide: approve a redelivery (with the fee shown before you confirm) or cancel the order. A due date is displayed so you know when a decision is needed.

Blocked is a manual hold you place on an order when you don't want it to proceed — pending a fraud check, a customer query, or any reason you choose. The order stays frozen until you unblock it or cancel it.

Yes, before approval. You can add or remove items, swap SKUs, update buyer details, split the order into two, or duplicate it. After approval, the order is with the warehouse. At that point, the only option is Intercept.

It means an issue is blocking the order from being dispatched — usually a bad shipping address, missing customer details, or one or more out-of-stock items. Click "Review & Fix" to step through each issue one at a time and resolve them before approving.

Yes, while it's still inside the Flowa network. Use the Intercept function from the In Progress view — the platform shows exactly where the order is and any applicable interception fee before you confirm. Once the order has passed the shipping forwarder stage, interception is no longer possible and the standard returns process applies.

It moves to "In Progress" and the warehouse takes over — picking, packing, labelling, and dispatching the same day.* Tracking is issued automatically and synced back to your store. Delivery to your customer typically takes from 4 days,** depending on destination and service level.You can monitor its status in the platform at every stage.

*Orders received before cut-off; subject to cut-off times.

**Delivery time depends on destination, parcel weight, and service level. Not all routes guaranteed within this window.

Every order from your store lands in Flowa's "Action Required" queue before the warehouse picks anything. You review it, you approve it. Once approved, pick and pack begins. Nothing ships before you say so.

Your application is reviewed by the Flowa team. Once approved, your full dashboard is activated — already connected to your store, with all data synced. You'll be notified as soon as access is confirmed.

Flowa is built specifically for D2C brands manufacturing in China who want to ship directly to customers overseas. If your goods are produced elsewhere, Flowa is most likely not the right fit. Book a call and we'll tell you honestly.

A lane plan for your top markets (cost, speed, and constraints), a recommended service mix, your onboarding checklist and timeline, and — where applicable — initial QA and packing rule mapping. From there, your account team guides you through the remaining steps.

You'll need your product details (SKUs, weights, dimensions, and HS codes for customs clearance), your target markets, and your store credentials. If you have custom packing rules, QA requirements, or branded unboxing specs, we capture those during brand mapping.

Before your first order ships, our account team builds your product profiles, destination rules, packaging requirements, and shipping priorities. This isn't admin — it's the groundwork that stops the wrong label, wrong route, or mismatched packaging from happening on day one.

No. Shopify setup takes minutes and requires no developer. If you're integrating a custom system via API, your account team supports the process and can provide documentation.

Shopify is natively integrated — orders, products, and tracking sync automatically from day one. For other channels, Flowa is API-first and can connect to custom OMS, IMS, and marketplace systems. If you're not on Shopify, speak to your account team about your integration options.

Most brands are live and dispatching within 2–3 weeks of their first call.* If your catalogue is large or your integration is custom-built, onboarding may take a little longer. Your account team confirms the timeline during brand mapping.

*For most brands; complex integrations or high SKU counts may differ.

Book a call with our team. We'll walk through your top 3–5 markets, map out your lane plan and estimated landed cost, and confirm what onboarding looks like for your catalogue. Most brands are live and shipping within 2–3 weeks of that first conversation.*