Whether you’re sending an eGift or a physical gift from your inventory in an SFC or the Marketplace, this article will detail the lifecycle of every send.
Each send's timeline will be determined by a variety of settings set up either within the campaign or set at the time of the send. We'll go through all of these considerations.
Generally speaking, most physical sends (Amazon, Inventory, Sendoso Direct) may have two charges: the estimated cost, which occurs at the time of the send submission, and the adjustment cost, which occurs at the time of shipping. The adjustment cost will include any additional pick-and-pack fees or expedited shipping costs.
This article will go through when you’ll be charged for a Send, when your physical gift will be fulfilled, and when, in applicable circumstances, you will receive a refund for an undelivered gift.
Overview
eGift Sends
Physical Sends
*SLAs will depend on which Sending Fulfillment Center or Marketplace vendor is used for the Send.
These images are available for download at the bottom of this article
Campaign and Send Settings Considerations
Campaign Settings: eGift Offer Length
While eGift Sends are charged immediately, if the recipient never opens the eGift email offer, then you will receive the funds back to your funding source or the Sender’s balance.
When creating a Sendoso Choice (eGift) campaign, you will choose how long the eGift offer will remain open. If the eGift offer is not opened within the designated time, you will receive the funds back!
Campaign Settings: Shipping Method
When a campaign is created, the admin or manager creating the campaign will choose which shipping method will be used for that send. Please keep in mind that shipping time is separate from the processing time (SLA) which is 1 to 3 days.
Point of Send Settings: Address Confirmation
For gifts that are sent without the recipient’s address or when Address Confirmation is enabled globally, you will be charged the estimated cost of the gift at the time of the send submission, but the final cost may be adjusted at the time of shipping. The length of the delay between the estimated charge and the adjustment charge depends on how responsive the recipient is and how long you have chosen to keep the offer open.
If you have the recipient’s address but still use Address Confirmation, you have the option to force through the send even if they do not confirm their address during the Address Confirmation period.
When you initiate a Send, you’ll see the option to keep the offer open for up to 30 days. If they do not provide or confirm their address by Day 30, you’ll either be charged the difference then (if you’ve opted to force through the send regardless of Address Confirmation completion), or you will be refunded and the Send will be canceled.
Point of Send Settings: Shipping Method
If the campaign is created in a way to enable the Sender to choose the shipping method, Senders will be able to choose the shipping method at the point of the Send. Please keep in mind that shipping time is separate from the processing time (SLA) which is 1 to 3 days.
Adjustment Cost Considerations
For physical sends, there may be two charges for a send. The first is the estimated cost, and the second is any adjustments for shipping and handling costs.
Handling costs
Handling rates are what Sendoso charges for the labor that goes into picking and packing the items that are included in a send. Sendoso’s handling rates are as follows:
1-2 items: $5.00
3-5 items: $7.50
6-10 items: $10.00
11+ items: $10.00 + $0.85 per additional item over 10
Shipping costs
The cost of shipping depends on 2 factors: the destination and the weight of the package, specifically the dim weight (dimensional weight.)
Sending Fulfillment Center SLAs
Inventoried Sends are orders that our Sending Fulfillment Centers will pack and ship. These Sends consist of items that are in your inventory.
Phoenix SFC
Standard Send SLA: 2 to 3 business days
Please note that this does not include Sends with notecards, Amazon Sends and Sends with special instructions.
Sends with Notecards/Special Instructions SLA: 4 business days
Amazon Sends SLA: 2 business days after Amazon order arrival to SFC
Bulk Sends are non-event Sends that have 15+ items included. The SFC team will need extra time to pick and pack these Sends, which is why they take a bit longer to fulfill.
15 - 300 units SLA: 5 business days
300+ units SLA: 7 business days
Other SFCs
FAQs
What about physical sends from the Marketplace? When am I charged for those sends?
Marketplace sends will follow the same Address Confirmation logic as sends from your inventory. You will be charged the estimated cost at the time of the send submission and then charged the adjustment cost at the time of shipping. Once your recipient provides the information needed for Address Confirmation, then the processing time depends on the vendor fulfilling the order. See this article for more information.
What about SmartSend Amazon gifts? When are those charged?
SmartSend Amazon Sends go through a slightly different process than regular Amazon Sends. SmartSend Amazon gifts are delivered directly to the recipient and bypass the repackaging process done by our SFC. As such, the entire amount of a SmartSend Amazon gift will be charged at the time of the Send.
How do I know what status my send is in?
You can see the status of all of your Sends on the Send Tracker page. Also, we will keep you informed through email about important status changes.
What if the gift isn't delivered within the stated SLA?
There is a difference between the SLA of the SFC and how long it takes the shipping carrier to deliver the gift. The stated SLAs refer to how long it takes the SFC to receive, pick, pack, and hand off the gift to the carrier. The SFC will complete those steps following their SLAs. The third-party carrier will deliver based on the shipping method chosen by the sender or the person who created the campaign.
My recipient never received their eGift, but my funding source was charged for the eGift. What should I do?
If your recipient is unable to locate their eGift or is having trouble redeeming their gift, please have them contact our Support Team for guidance. Here's a helpful article.
- eGift Timeline.png100 KB
- Physical Send Timeline.png200 KB