Fillsend onboarding conditions

§ 1 Technical connection and registration

Before starting the fulfillment service, a joint appointment for a technical connection must be made. The customer is registered in the fulfillment network via a link provided by Fillsend. Operational operations can only begin after successful registration and technical approval.

§ 2 SEPA direct debit procedure

2.1 For payment transactions via SEPA direct debit, the customer is required to duly submit the SEPA mandate form provided by the contractor to his bank. If this is not done, direct debits cannot be carried out.

2.2 Any chargeback fees arising from incorrect or unauthorized account information or failure to submit the mandate are borne in full by the customer.

§ 3 Delivery and Labeling of Goods

3.1 Goods may only be delivered on euro pallets (120 × 80 cm) with a maximum total height of 180 cm (including pallet).

3.2 Each delivery must be announced in advance via the fulfillment network. This also applies to advertising material, stickers or similar non-saleable items. Such articles must be stored in the system with a separate item number, e.g. “promotional items”, to ensure a clear allocation.

§ 4 Product identification and labeling

4.1 All items must be stored in the customer's shop with a unique SKU and a valid GTIN. The physical delivery of the products must be carried out with GTIN labels attached.

4.2 If the delivery is made without a GTIN label, the contractor must be informed in advance. On request, the contractor will provide labeling for a separate fee in accordance with the currently valid offer file. The customer remains responsible for the accuracy of the product data.

4.3 Item identification and GTIN requirements

  1. For each item, the customer must enter a unique SKU (Stock Keeping Unit) and a valid GTIN (Global Trade Item Number).
  2. The GTIN must comply with international GS1 standards. Only the use of GTIN-13 (13-digit) is permitted to ensure technical processing in Fillsend's fulfillment system. GTINs with a different number of digits (e.g. GTIN-8 or GTIN-12) cannot be processed.
  3. Changes to GTINs by Fillsend are only made after prior consultation with the customer. If no coordination is made and there are deviations from shop or third-party systems (e.g. Shopify, FFN Connect), Fillsend assumes no liability for this.
  4. Items without a valid or system-compliant SKU/GTIN cannot be processed. Subsequent labeling by Fillsend is possible and will be paid in accordance with the offer file (Appendix 1).

§ 5 Coordination on functional enhancements

If new system functions, interfaces or integrations are introduced by the customer, this must be coordinated with the contractor in advance. Processing can only take place if the technical adjustments have been approved and set up correctly by the system. The contractor assumes no liability for malfunctions as a result of uncoordinated changes.

§ 5 Acceptance and Support Times

5.1 Delivery of goods can only be accepted at the following times:
Monday to Friday: 8:00 a.m. — 2:00 p.m. (weekdays, excluding holidays)

5.2 Customer support can be reached from:
Monday to Friday: 8:00 a.m. — 4:00 p.m.

§ 6 Dispatch to third countries (customs countries)

Dispatch to customs countries (non-EU countries) may only take place if all necessary system settings have been completed beforehand and the approval has been given in writing by the contractor. Dispatch without this approval is prohibited. Wrongly sent shipments can be returned or not delivered correctly. Liability on the part of the contractor is excluded in these cases.

§ 7 Address Validation and Plug-ins

7.1 The customer is responsible for verifying and validating delivery addresses, including house number verification. On request, the contractor can make recommendations on suitable third-party plug-ins, but assumes no liability for them.

7.2 Customers with Shopify stores require the use of an appropriate address validation plugin to ensure correct data transfer to the fulfillment system.

Note:
Failure to validate addresses may result in delivery errors and returns. The contractor therefore strongly recommends the use of an automated plugin that recognizes incorrect or incomplete addresses during the ordering process and corrects them accordingly.

§ 8 Dispatch to packing stations

When shipping to DHL packing stations, the following requirements must be met:

  • Additional address: Only numeric postal numbers may be entered in the “Additional address” field. Information with letters or special characters is prohibited.
  • Street and house number: Only the term “packing station” with a space and the three-digit packing station number may be entered. Example: “Packstation 167"

Divergent or incorrect information regularly leads to delivery problems or returns. The customer is required to configure their systems accordingly.

§ 18 Correction of faulty deliveries

If delivered goods, packaging units or pallets do not meet the contractually agreed requirements, the contractor is entitled to carry out necessary corrective measures independently. The resulting expenses will be charged to the customer according to the actual time spent. The calculation is based on the currently valid hourly billing rate in accordance with the offer file (Appendix 1). The customer is informed about the rework in a documented manner.