Shopify Product Network orders and fulfillment

This page explains how orders work after a customer buys recommended products through your store from other Shopify stores also known as selling stores, including how orders reach selling stores, viewing Shopify Product Network orders in your Shopify admin, and how to support customers.

Shopify Product Network orders aren't included in your sales reports, and webhooks and Shopify Flow automations don't apply to them.

Shopify Product Network orders considerations

Review the following considerations about orders placed through Shopify Product Network:

• Shopify Product Network orders aren't included in your sales reports.
• Webhooks and Shopify Flow automations don't apply to Shopify Product Network orders.

Order creation and routing

After a customer completes their purchase at checkout, each store that has line items in the checkout gets its own order.

You fulfill only line items from your catalog, including shipping and customer support for those products. Each selling store fulfills its own seller line items and handles shipping and customer support for those products. You can't access a selling store's Shopify admin or fulfillment workflow.

The customer receives an order confirmation email from each store that they purchased products from, and can track their orders separately. Learn more about the customer journey after checkout.

The following sections describe what you can view in your Shopify admin when a checkout includes both products from your own catalog and seller products, or seller products only.

Your products and seller products in the same order

When a customer purchases products from your catalog and products from a selling store in the same checkout, then an order is created on the Orders page in your Shopify admin for your line items. That order includes a banner indicating that seller products were also purchased from other brands at checkout.

Each selling store gets an order in its own Shopify admin for its line items. You can view seller line item details on the Product Network orders page in your Shopify admin.

Orders containing only seller products

An order that contains only seller products means that no products from your own catalog were purchased. An order is created only in each selling store's Shopify admin for its line items, and you don't get an order on your Orders page with your own line items to fulfill. You can view the purchase on the Product Network orders page in your Shopify admin.

View Shopify Product Network orders in your Shopify admin

You can view orders and order details for seller products that customers purchased through your store's Product Network placements. You can also track which seller products are selling on your store, or search for individual orders using global search in your Shopify admin. Product Network orders include only the information available at the time they were placed, and they don't update when the selling store makes changes after checkout. You don't receive fulfillment or tracking updates from the selling store.

You can view the following order details about a Product Network order:

• Product line items: The product names, variants, quantities, and images.
• Channel information: The channel, the merchant of record (the seller store name and contact email), and any related orders from the same checkout session.
• Customer information: The customer's name, their order count on your store, and their contact details.

Steps:

1. From your Shopify admin, go to Orders.

2. Access Product Network orders using one of these methods:

   • Click the Product Network orders header on the Orders page.
   • Click More actions, and then click View Product Network orders.

3. Click an order to view its details, or use the search to find a specific order.

4. Review the Product Network order details.

Shipping charges for Product Network purchases

Shipping is calculated per store at checkout. Your shipping rates and discounts apply only to your products. For example, a free shipping rate you offer covers only your products, not products from other brands in the same checkout. Taxes and shipping are calculated separately for each store when a customer uses multi-store checkout.

For payment methods, delivery options, and how checkout is grouped by store, refer to Making a purchase and Multi-store checkout considerations.

Returns, refunds, and disputes

You can't edit Product Network orders or issue refunds for seller products from your Shopify admin. Returns, refunds, and exchanges are handled by the selling store according to its policies.

Payment disputes and chargebacks for seller line items are between the customer and the selling store (and its payment provider), not your store.

If a selling store declines a return or refund in line with their published policy, then the customer's options depend on that policy and their payment method. They might need to keep working with the seller or, if their bank allows, use that provider's dispute process.

For the steps customers follow and how policies apply on your storefront, refer to Shopify Product Network customer experience.

Helping customers reach the selling store

If a customer contacts you about shipping delays, tracking, product issues, returns, or refunds for a seller product, then direct them to the store that sold the item. The order confirmation email from the other Shopify store should include their contact information.

If a customer reaches you first, then you can provide them with the store's name and contact email from the Product Network order details page.