Getting started, order confirmation, courier assignment, fulfillment, returns, NDR, payouts, and reports - explained in plain language, so you always know what to do next.
Go to the OneShip sign-up page and enter your name, email, phone number, and a password. You can sign up as an individual or a company - just pick the option that matches you.
If OTP verification is turned on, you'll get a 5-digit code by email or WhatsApp. Enter it to continue with any onboarding questions shown after sign-up.
Your account is created in an inactive state. You cannot log in and ship until OneShip activates your account. You'll see a message asking you to contact support if you try to log in before activation.
Once your account is activated and you can log in, complete your setup from the dashboard under Settings → General (this is where company details, pickup locations, and most fulfillment settings live). Typical first setup:
Need an account? Sign up here.
Yes. Every account gets a built-in manual order channel automatically, so you can create orders one at a time, in bulk, or by uploading a CSV file - no store connection required. Use Orders → Create Order → Manual Order or Bulk via CSV. If you sell on Instagram, WhatsApp, or take orders over the phone, this is the channel you'll use.
OneShip connects with Shopify and WooCommerce directly, plus a built-in manual/API channel for orders from anywhere else - Instagram, WhatsApp, phone orders, or your own systems. You can connect more than one store and run them all from the same dashboard under Settings → Integration.
App listing: apps.shopify.com/oneship-3
Yes. Use Orders → Create Order → Manual Order for a single order, or Bulk via CSV / Bulk GUI if you have many orders to add at once. This uses your built-in manual channel, which is set up automatically when you sign up.
Yes. On Settings → Integration → Channels List, you can mark one connected channel as the default used for manual orders, bulk orders, and CSV uploads.
It's the step where you (or an automated message/call) check with the customer that they really placed the order and still want it - before you spend money shipping it. This cuts down on fake or accidental orders and reduces refused/returned parcels.
Automated confirmation reaches the customer on its own - by an automatic phone call (IVR) and/or a WhatsApp message with quick reply buttons - right after the order is placed, with no one on your team needing to do anything.
Manual confirmation is when you or your team confirms an order yourselves - by calling the customer, chatting on WhatsApp Web with a pre-filled message, or simply marking an order as Confirmed after you've verified it another way.
Most merchants use both: automated confirmation for most orders, with manual follow-up on the ones that don't get a response.
Yes. Under Settings → General → Confirmation Flow, you can decide the order and timing of confirmation steps - for example, send a WhatsApp message right away, then place an automatic call 15 minutes later if there's no reply. If the customer confirms or cancels along the way, any later steps are automatically skipped.
The order stays unconfirmed and shows up in Orders → New Order List under the Unconfirmed filter. If you're using automatic call confirmation, OneShip will try again for a total of up to three calls before it's left for your team to follow up manually.
Yes. From Orders → New Order List, select one or more orders and use Send Confirmation to trigger a call or WhatsApp message, or mark them as Confirmed directly once you've verified with the customer another way. You can do the same from a single order's detail page.
Once an order is confirmed and ready to ship, it needs a pickup location and a courier before a shipment (with a tracking number) is created. You can assign a courier yourself, let OneShip pick one automatically based on your rules, or let the system do this in the background for every new order without you lifting a finger.
Yes. Under Settings → Courier → Courier Rules you can set priority by city, weight, payment type (COD/prepaid), or even match keywords in the customer's address to a preferred courier. These rules are checked first, before general load-balancing or default priority kicks in.
Load management spreads your daily orders across multiple couriers by percentage, instead of always sending everything to your top-priority courier. Configure it under Settings → Courier → Load Management. For example, you could set Courier A to get 60% of the day's orders and Courier B to get 40%.
When a new order needs an automatic courier, OneShip checks which courier is furthest below its target share for that day and books with them - keeping your split close to what you set, order after order.
Yes. Load Management supports city-specific rules under Settings → Courier → City Business Rules, so you can run a different courier split for, say, Karachi than for Lahore. City rules take priority over your general merchant-wide split when they apply.
Yes. Auto Courier Assignment (Settings → General) and Load Management (Settings → Courier → Load Management) are both switches you control - turn them off and every order will need a courier assigned by hand from Orders → New Order List.
A shipment is created with a tracking number. From here, you print a shipping label, pack the item, and hand it to the courier for pickup. If you have a warehouse team, you can route this through pick lists and load sheets instead of handling each order individually.
Print a single label from an order's detail page, or select multiple orders on Orders → All Shipments and use Bulk Label to print several at once. Bulk printing can also move those orders into a "picking in progress" state so your team knows they're being worked on.
A pick list is a batch of orders assigned to a specific warehouse staff member to physically pick and pack. Manage them under Orders → Pick/Pack Orders. It's optional - useful once you have a team and warehouse, not necessary if you're packing orders yourself one at a time.
A load sheet (manifest) is the handoff document/batch you give the courier when they collect a group of shipments - it lists everything in that pickup. Create and manage these under Orders → Load Sheets. It helps you and the courier both confirm exactly what was collected.
The shipment's status updates as it moves - from ready to ship, to picked up, to in transit, and so on. You can see this on Orders → All Shipments, on the order's own timeline, or on your dashboard's shipment mix. Your customer can also see live status on their tracking page.
Open any order to see everything about it in one place, and take action without going back to the list. From here you can typically:
What you see depends on the order's current state - for example, courier selection only shows before a shipment is created, and return/refund actions only appear on return orders.
Yes. On the Customer Details section, click Edit to update the name, phone, email, or address - useful when a customer sends a corrected address after you've already confirmed the order. You can also mark a customer as blacklisted from the same screen.
Yes, while the order hasn't shipped yet (status Placed or Failed). Use Edit on Order Items to change quantities, prices, weight, or dimensions, remove a line, or add another product - even one not originally in the order.
Yes. Use the pencil icon next to the payment method field to switch between COD and prepaid, and record any discount or advance payment collected from the customer.
Yes. Use Tags to apply or remove tags (like Confirmed, On Hold, Duplicate, or your own custom tags), and use the comment box near the order timeline to leave a short internal note for anyone else on your team who opens the order.
Two places on the order page: the Shipment Timeline shows courier tracking updates (picked up, in transit, out for delivery, etc.), and the Order Actions Timeline shows a log of actions taken on the order itself - status changes, tag changes, edits, and team comments.
Yes, once the order has a shipment and tracking number. Use Print Invoice or Print Label from the Actions menu on the order.
Yes. Use Attachments on the Customer Details card to upload images (like a payment screenshot) and keep them with the order for reference.
Yes, if order splitting is enabled for your account. Use Manual Split to choose which items move into a new order, or Auto Split when an order has items from more than one warehouse location and needs to ship as separate parcels.
A return is something you (or your customer) request after an order has already been delivered - for a refund or a replacement. A refusal is when the customer turns down the parcel at the door, or the courier can't deliver it and sends it back - this happens on the original order, not as a new request.
Yes. When creating a return, choose Replace/Exchange instead of Return for Refund. OneShip creates a pickup for the original item and a linked delivery for the replacement.
The return shipment moves through statuses just like a regular shipment. Once it arrives at your warehouse, mark it as Return Received (or Return Pending if it needs inspection first). This is what unlocks refund processing.
Once a return is marked Return Received, you can start a refund from Returns & Refusals → Returns and track it through initiated, processing, and completed.
The courier reports it as undelivered, and the parcel starts heading back to you. You can follow this under Returns & Refusals → Refusals, where you'll see parcels that are on their way back or already back with you, along with the reason for the refusal. Mark them Return Received once you have the item back in hand.
An NDR is what the courier reports when a delivery attempt fails - for example, the customer wasn't home, the address was incomplete, or the customer asked to reschedule. It doesn't mean the order is cancelled; it means the courier needs an instruction on what to do next.
Go to NDR → NDR Overview to see every order waiting on a decision. For each one (or in bulk, for orders on the same courier), you can send the courier an instruction to either reattempt delivery or return the parcel to you, add remarks, and contact the customer directly over WhatsApp from the same screen.
Yes, if this is enabled for your account. Customers can get a self-service link to correct their address after a failed delivery, which automatically updates the order without you needing to call them.
Yes, if you've set up Failed Delivery Outreach under Settings → General, OneShip can reach out over WhatsApp or an automated call after a failed delivery, similar to how order confirmation works, so your team doesn't have to chase every NDR manually.
Yes. Every order gets a tracking link your customers can use to see live status - placed, picked up, in transit, out for delivery, and delivered.
Yes. Under Settings → General → Branded Tracking, you can set up a branded tracking page on your own domain (for example, track.yourstore.com) so customers see your store's look and feel instead of a generic tracking page, cutting down on "where is my order?" messages to your support team.
Your usable wallet balance is shown at the top of your dashboard. It breaks down into your total balance, any amount on hold, and what's actually usable right now. Shipping charges and COD settlement activity move through this balance - OneShip does not currently offer a self-serve wallet top-up for merchants.
When a courier delivers a cash-on-delivery order, they collect the cash and remit it on their schedule. Under Finance → Cod & Invoices you can review COD and invoice activity together, and under Finance → Payables and Receivables you can compare how much has been delivered versus what is still payable or receivable.
Finance → Payables and Receivables gives you a breakdown of your overall balance, anything paid in advance, and what's still payable. For a courier-by-courier view of COD collected and settlement status, open Reports → Courier Ledger (Merchant Ledger).
Invoices cover your shipping charges and COD activity together, so you can reconcile what you were charged for shipping against what was collected and remitted. You'll find the combined view under Finance → Cod & Invoices, plus Service Invoices under Finance when available on your account.
It's a quick signal on the order and customer screens showing how reliably a phone number/customer has received orders in the past - a tier like New, Good, Average, or Higher return risk, based on their history of delivered, returned, and refused orders with your store.
It helps you decide, at a glance, whether to double-confirm an order or ship it through with confidence - especially useful for repeat COD customers. It's shown automatically wherever it's available; there's no setting to turn it on yourself.
Yes, in two ways:
Self Courier is for merchants who deliver some orders themselves - your own riders or in-house logistics - instead of booking a third-party courier. When you select Self as the courier on an order, you enter your own tracking/consignment number, and you update the shipment's status yourself as it moves, since there's no courier API tracking it automatically.
Separately, when activating a regular courier like a national courier partner, you can also choose to connect using your own account credentials with that courier (rather than OneShip's shared account) - that's a different "self" option specific to that courier's setup screen.
Some couriers may also need you to link each pickup address to them the first time you book a shipment from that address.
Yes. Turn on Duplicate order detection under Settings → General, and OneShip will automatically flag likely duplicate orders (same customer and items placed again within a short window) with a Duplicate tag - you can even have it block duplicates from being created outright. You can also mark or unmark an order as duplicate yourself at any time from its detail page.
Separately, if a customer's phone or email is on your blacklist, any new order from them is automatically tagged Fake Order so your team can review it before shipping.
Yes. From Reports → Customers or directly on an order, mark a customer as blacklisted (with a reason). Their future orders will be automatically flagged as Fake Order so your team notices and can decide whether to ship, hold, or cancel - it doesn't block them from ordering outright, but it makes sure you don't miss a repeat problem customer.
Your dashboard shows a snapshot of your business: today's orders and revenue compared to yesterday, how your shipments are split across pickup pending, in transit, delivered, NDR, and returned, plus courier performance (delivery rate and average delivery time per courier) and how much COD is still pending remittance.
On Orders → New Order List, use the status tabs at the top for a quick view, or open More Filters for detailed options: date range, sales channel, city, courier, payment method (COD/prepaid), pickup location, order tags, and even specific products or SKUs in the order.
Yes. Once you've set up a filter combination you use often, save it as a named filter from the Orders screen so you can reapply it in one click next time.
Which of these you see depends on your account's plan and your team member's permissions.
This is by design - with large amounts of order history, loading everything by default would be slow. Set at least a date range or filter and click Search/Apply Filters to load your orders quickly.
Our support team is happy to walk you through anything not covered here.