When a customer purchases a physical product from your Rootsy store, you're responsible for preparing the correct item, packaging it safely, and completing the required shipping steps.
Rootsy integrates with eShipper to support shipping calculations and fulfilment services. Rootsy acts as a marketplace and logistics coordinator, while sellers remain responsible for preparing and dispatching their products.
This guide explains how to process an order, prepare a shipment, use the available shipping information, and handle common fulfilment issues.
Step 1: Sign In to Your Seller Dashboard
Visit www.rootsy.ca.
Sign in to your seller account.
Open your Seller Dashboard.
Select Orders from the navigation menu.
Locate the customer order you need to fulfil.
Open the order to review its details.
Check the current order status before proceeding.
Step 2: Review and Confirm the Order
Before preparing a shipment, check the relevant order information.
This may include:
Order number or reference.
Product name.
Ordered quantity.
Selected product options.
Customer personalization details, if applicable.
Shipping destination.
Shipping service information.
Order processing or payment status.
Ensure that the order is ready for fulfilment according to the status and instructions displayed in your dashboard.
Do not dispatch an order while its eligibility for fulfilment is unclear.
Step 3: Check Product Availability
Confirm that you have the correct product and quantity available.
Check:
The ordered item matches your product listing.
The correct size, colour, style, or other options are available.
The required quantity is in stock.
The product is in the advertised condition.
Any personalization instructions can be fulfilled.
If an item is unavailable, do not substitute another product without authorization.
Contact Rootsy Customer Support promptly if you cannot fulfil the order.
Step 4: Review Your Preparation Time
Your product listing may include a preparation or lead time.
Make sure the shipment can be prepared within the applicable timeframe.
For example:
Ready-to-ship products may need only packing time.
Handmade products may require additional preparation.
Personalized products may require production time.
Fragile products may need specialized packaging.
Preparation time is separate from the carrier's estimated delivery time.
If an unexpected delay occurs, contact Rootsy Support so the issue can be addressed through the appropriate process.
Step 5: Package the Product Safely
Sellers are responsible for ensuring that products are packaged appropriately for transportation.
Before sealing a shipment:
Confirm that the correct product and quantity are included.
Inspect the item for visible damage.
Select suitable packaging.
Use protective materials where needed.
Secure the product to limit movement during transit.
Seal the package properly.
Confirm that any required warnings or handling labels are included.
Fragile, oversized, temperature-sensitive, or specially regulated goods may require additional packaging or handling.
Products must comply with Rootsy's Prohibited Products & Acceptable Use Policy and applicable carrier restrictions.
Step 6: Verify Package Weight and Dimensions
Shipping information must accurately describe the package being shipped.
Check the following measurements:
Package length.
Package width.
Package height.
Total packaged weight.
Include packaging materials when measuring the shipment.
Use the measurement units required by the relevant shipping form or carrier.
Incorrect package information may result in carrier adjustments, additional charges, pickup failures, or shipping delays.
Under Rootsy's Shipping & Fulfilment Policy, sellers may be responsible for costs resulting from inaccurate shipping declarations.
Step 7: Review Shipping Information Through Rootsy
Rootsy integrates with eShipper to support shipping services.
Depending on the order and available integration features, the shipping workflow may provide information such as:
Shipping carrier.
Selected delivery service.
Shipment origin and destination.
Shipping label.
Tracking details.
Pickup or drop-off requirements.
Review the information associated with the order.
Follow the shipping instructions and actions available in your Seller Dashboard.
Important: Rootsy coordinates shipping services but is not itself the courier or physical delivery provider.
Step 8: Obtain and Check the Shipping Label
Where Rootsy provides or facilitates a shipping label through its shipping integration:
Open the applicable shipment or shipping-label area.
Follow the available instructions to obtain the label.
Review the recipient's delivery details.
Verify the shipment information.
Confirm that the label belongs to the correct order.
Print or otherwise prepare the label as required by the carrier.
Attach it securely to the correct package.
Ensure that the barcode and delivery information remain readable.
Do not reuse, alter, or attach an incorrect shipping label.
If the label contains incorrect information, contact Rootsy Support before dispatching the parcel.
Step 9: Arrange Carrier Pickup or Drop-Off
Follow the applicable carrier instructions for handing over the parcel.
Depending on the available service, this may involve:
Preparing the package for a scheduled pickup.
Dropping the package at an authorized carrier location.
Following another approved shipment handoff arrangement.
Make sure your package is ready within the required timeframe.
If a pickup is scheduled, ensure that the stated pickup address and package details are correct.
Where available, retain a carrier acceptance receipt or other proof of handoff.
Step 10: Record Shipment Information
After the parcel has been properly handed over to the carrier, complete any applicable shipment confirmation step in your Seller Dashboard.
Review whether the order displays:
Shipping status.
Carrier information.
Tracking number.
Shipment date.
Other fulfilment details.
If the platform requires a tracking number or shipment confirmation, follow the displayed instructions.
Important: Do not mark an order as shipped before the package has actually been handed over to the carrier.
Never enter false or fabricated tracking information.
Step 11: Monitor Shipment Tracking
Once tracking becomes available, review the shipment's progress when needed.
Carrier tracking may show events such as:
Shipment accepted.
In transit.
Out for delivery.
Delivered.
Delivery attempted.
Exception or delay.
The precise status descriptions depend on the carrier.
Tracking updates may occasionally be delayed or inaccurate because of carrier-system issues.
Where supported, buyers may receive tracking information through their Rootsy account or approved notification channels.
Step 12: Understand Multi-Seller Orders
A buyer may purchase products from more than one Rootsy seller in the same transaction.
When an order involves multiple sellers:
Each seller is responsible for their own products.
Products may be shipped in separate packages.
Different carriers or services may be used.
Tracking numbers may differ.
Deliveries may arrive on different dates.
Only fulfil the items assigned to your seller account.
Do not include another seller's products unless an authorized arrangement specifically requires it.
Step 13: What if the Shipping Address Is Incorrect?
If an address appears incomplete or incorrect:
Review the shipping information in the order.
Do not change the destination based solely on an unverified message.
Avoid dispatching the parcel until the issue is resolved.
Contact Rootsy Customer Support.
Follow the approved instructions.
Incorrect address information can lead to failed delivery, return shipping, or additional charges.
Step 14: What if the Carrier Misses a Pickup?
If a scheduled carrier pickup does not occur:
Confirm the pickup date and location.
Check the shipping instructions for the order.
Review any carrier notifications.
Keep the package ready and secure.
Contact Rootsy Support if the issue cannot be resolved through the available shipping workflow.
Do not mark the order as shipped until the carrier has accepted the parcel.
Step 15: What if a Shipment Is Delayed, Lost, or Damaged?
If a shipment experiences a problem:
Review the order and tracking information.
Check the most recent carrier status.
Retain relevant shipping receipts and documentation.
Contact Rootsy Support with the order number and shipment details.
Cooperate with any investigation or claim process.
Rootsy may help coordinate shipping-related investigations with the relevant carrier or logistics provider.
Carrier claim outcomes, reimbursement amounts, and processing timelines are subject to applicable terms.
Refunds or replacements are not automatic in every shipping dispute.
Step 16: What if the Buyer Requests a Cancellation?
Cancellation eligibility may depend on the stage of fulfilment, the product type, and applicable Rootsy policies.
If a cancellation request is received:
Review the order's current status.
Check whether production or packaging has started.
Determine whether the parcel has been handed to the carrier.
Follow Rootsy's authorized cancellation process.
Contact Rootsy Support if additional assistance is needed.
Do not assume that cancelling or deleting the product listing cancels the customer's existing order.
Step 17: Maintain Accurate Fulfilment Records
Keep relevant order and shipping records, including:
Order number.
Product and quantity.
Personalization requirements.
Shipment preparation details.
Applicable shipping label and tracking reference.
Carrier handoff confirmation, where available.
Relevant communications or exception reports.
These records may help resolve delivery questions, returns, shipping claims, or customer disputes.
Handle all customer information in accordance with Rootsy's Privacy Policy and applicable requirements.
Frequently Asked Questions
Who is responsible for shipping Rootsy orders?
Sellers are responsible for preparing and fulfilling their products. Rootsy facilitates shipping services through its logistics integration.
Does Rootsy use eShipper?
Yes. Rootsy integrates with eShipper to support shipping calculations and fulfilment.
Do I need to package the product myself?
Yes. Sellers are responsible for appropriate product preparation and packaging unless Rootsy has expressly authorized another arrangement.
Where can I find my customer's shipping information?
Open the relevant order in your Seller Dashboard and review the fulfilment information available for that order.
Does Rootsy automatically generate shipping labels?
Shipping-label availability and the steps required depend on the shipping integration and order workflow. Follow the controls displayed for your shipment.
Can I use my own shipping label?
Use only the shipping method and arrangements authorized for the order. Contact Rootsy Support before using an alternative label or carrier.
When should I mark an order as shipped?
Only after the package has been properly handed over to the carrier and the required shipment information has been recorded.
Can I ship multiple customer orders in one package?
Do not combine separate customer orders unless the applicable Rootsy shipping process expressly supports and authorizes the arrangement.
What if my package weighs more than the listed weight?
Correct the shipment information through the approved process before dispatching. Incorrect measurements may result in additional carrier charges.
What if a parcel is returned to the sender?
Review the tracking details and contact Rootsy Support. Reshipment, refund, and shipping-charge responsibilities depend on the circumstances and applicable policies.
Who handles lost-package claims?
Rootsy may coordinate investigations and claims with carriers, but claim approval and compensation depend on the applicable circumstances and carrier terms.
Do digital products use this shipping process?
No. Digital products are delivered electronically and do not require physical packaging, carrier labels, or parcel pickup.
Need Help Fulfilling an Order?
If you're having difficulty preparing a shipment, obtaining the appropriate shipping information, arranging a carrier handoff, or resolving a delivery issue, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please include:
Your store name.
The relevant order number.
The product or shipment involved.
A brief explanation of the issue.
The tracking number, where available.
Do not share passwords, verification codes, or complete payment details.
Rootsy — Stronger Together, Locally Rooted.
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