Module 23

Fulfilment, shipping and returns

6 lessons, 39 stepsOne instruction at a time, each with the result to expect. Tick steps as you go; Helix remembers.

Outcome: orders leave on time, shipping costs are known before you set prices, delivery problems have a plan, and returns cost you less each month. You know when to hand packing to a warehouse partner and how to move without losing orders.

Related: Module 14 Inventory, cash and the year plan, Module 22 Shopify store setup, Module 26 Tax, GST, sales tax and duties, Module 9 Website, conversion and order value

In plain words

Stage: Grow (keep more of every sale, then scale). Every lesson below is tagged with its stage; see Attract, Convert, Grow.

What it is: How orders get packed, shipped and returned without eating your profit.

Why it matters: Shipping and returns are often your biggest costs after the product. Late or lost parcels lose customers for good.

Do this:

  1. Work out your true cost per order and get three warehouse quotes when packing takes over your week.
  2. Know your shipping cost per order, show delivery times and keep a second carrier ready.
  3. Track your return rate and top return reason, and fix the biggest one first.

Words to know:

  • 3PL: Third-party logistics: a warehouse company that stores your stock and packs and ships your orders.
  • Return rate: The share of orders that customers send back.
  • Shipping protection: An optional fee at checkout that covers lost, stolen or damaged parcels.
  • Lead time: How long it takes from placing an order with your supplier to having stock ready to sell.

All words are explained in the glossary.

Lesson 23.1: Do you need a 3PL yet?Grow

Why this matters

Packing orders yourself is cheap at first and expensive later, because your hours stop going into growth. A 3PL (third party logistics: a warehouse company that stores and ships for you) makes sense when packing takes more of your week than selling does.

0 of 7 steps done

Step 1 of 7

For one normal week, write down how many orders you sent and how many hours packing, labelling and drop-offs took.

Expected result

You have orders per week and packing hours per week.

Lesson 23.2: Moving to a 3PL without losing ordersGrow

Why this matters

Most moves to a warehouse go wrong in the handover week: stock counts do not match, barcodes are missing or orders get stuck between systems. A careful switch avoids all three.

0 of 7 steps done

Step 1 of 7

Give every product and variant a unique SKU (stock keeping unit: your own product code) and a barcode before anything ships (see Module 22).

Expected result

Every variant has a SKU and barcode.

Lesson 23.3: Shipping rates, carriers and delaysGrow

Why this matters

Shipping is often your second biggest cost after the product itself. Know it before you set prices and free shipping rules, and have a plan for delays.

0 of 7 steps done

Step 1 of 7

Weigh and measure your 3 most common parcels.

Expected result

You know the size and weight of each. Carriers charge by size as well as weight (cubic or dimensional weight), so smaller boxes can save money.

Lesson 23.4: Shipping protection and lost or damaged parcelsGrow

Why this matters

Some parcels will go missing or arrive broken. Decide in advance who pays, how fast you fix it and whether you offer optional shipping protection (a small opt-in fee that covers loss or damage).

0 of 6 steps done

Step 1 of 6

Track lost and damaged parcels for one month: how many, what they cost and which carrier.

Expected result

You know the monthly cost of lost and damaged parcels.

Lesson 23.5: Returns and exchanges that cost lessGrow

Why this matters

Every return costs you twice: the refund and the handling. The aim is fewer returns and more exchanges, while always meeting the law.

0 of 7 steps done

Step 1 of 7

Work out your return rate: returned orders divided by orders for the last 3 months, by product.

Expected result

You have a return rate per product.

Lesson 23.6: When a spreadsheet stops working for stockGrow

Why this matters

A spreadsheet works for a handful of products. It breaks when you have many variants, more than one location, or purchase orders in transit.

0 of 5 steps done

Step 1 of 5

Start with the Helix Suppliers and stock page for reorder points, stock-out dates and order-by dates (see Lesson 14.9).

Expected result

Each product shows when to reorder.

Open suppliers and stock

Words to know in this module

GST
Goods and services tax: 10% in Australia (15% in New Zealand), added to most sales once you are registered.
Sales tax
In the US, a tax set by each state (and some cities) that the seller collects at checkout.
Duties
Taxes charged by a country on goods coming in from overseas.
Profit
What is left from sales after product cost, shipping, payment fees, discounts, refunds and ads. This is the number Helix cares about most.
Return rate
The share of orders that customers send back.
3PL
Third-party logistics: a warehouse company that stores your stock and packs and ships your orders.
Shipping protection
An optional fee at checkout that covers lost, stolen or damaged parcels.
Lead time
How long it takes from placing an order with your supplier to having stock ready to sell.
Flow
An email or text series that sends by itself when something happens, like a new sign-up.
Variant
One option of a product, like a size or colour, with its own stock and price.
SKU
Stock keeping unit: a short code you give each product option so you can track it.
Test order
A pretend order you place yourself to check payments, emails and tracking work.
Landed cost
What one unit really costs once it reaches your warehouse: product, freight, duties and fees.
All words to know