Quick answers for our clients

It depends on the order's status in Mintsoft:To change items on an order that's already PRINTED or PICKED, cancel it and place a new one. The original order's pick fee will still apply.

Log into Mintsoft and open the order. You'll see whether it's NEW, PRINTED, PICKED or DESPATCHED, exactly which products were sent, and the tracking once it's shipped.

It may still be being picked, packed or processed. D2C orders received by 12pm Monday to Friday go out the same day. B2B and pallet orders can take up to 48 hours, and there may be short delays at peak times.

Yes, as long as it hasn't been processed in the warehouse yet. Select the order in Mintsoft and click HOLD.

In most cases, yes, for an additional charge. Email support@scale3pl.co.uk (UK) or supporteu@scale3pl.co.uk (EU) with the order number and the delivery deadline.

It has left our warehouse and is in transit with the courier. Check the tracking link on the order for the latest update.

Royal Mail, DPD, Evri, FedEx, DHL Express, InPost, Spring, GLS and Mainfreight, plus pallet networks. We choose the right one based on service and destination.

Yes, where the service is available for the destination and parcel size. Add it to the delivery instructions when you place the order in Mintsoft. There's no need to email us.

Yes. We regularly send pallets across the UK, EU and internationally through our freight partners and pallet networks. Add it to the delivery instructions when you place the order in Mintsoft. There's no need to email us. If your customer needs a tail lift, tell us on the paperwork so we can book it with the haulier.

Yes, until the order is despatched, even at the PRINTED or PICKED stage. Once it has shipped, you'll need to ask the courier directly.

Redeliveries are arranged directly with the courier using the tracking link, not through us.

No. We can only arrange collections from our own warehouses.

The courier's estimated delivery date is shown in the tracking information.

Once an order is despatched, the tracking number and link are on the order in Mintsoft. Most couriers show proof of delivery (a signature, photo or confirmation) on the tracking page.

Couriers don't scan parcels as they leave our warehouse. The first scan happens when they reach the depot, so allow some time. If there's still no scan after that, the parcel has most likely been lost in transit. Place the order again in Mintsoft, as couriers won't accept a claim without an initial scan.

Yes. Email support@scale3pl.co.uk (UK) or supporteu@scale3pl.co.uk (EU) and we'll contact the courier to find out what's happening.

Ask them to check with neighbours, reception or any safe place. If it still can't be found, raise a claim with the courier through the Support Portal (UK / EU).

Raise the claim directly with the courier using the link in the Support Portal (UK / EU). You can download the documents you need from the order in Mintsoft. Claims are based on the product values you've loaded into Mintsoft, so keep them up to date.

Yes. Every packing desk is filmed on CCTV, so we can review the footage for that order. If we made a picking error we'll put it right and tell you what we're changing so it doesn't happen again.

Log into Mintsoft for real-time stock by product. Out-of-stock items also show on the ON BACK ORDER dashboard.

Yes. In Mintsoft, go to the product, then Extra Details → Low Stock Alert Level.

Usually because stock has just arrived and isn't checked in yet, is allocated to other orders, or has been adjusted. If something still looks wrong, email support@scale3pl.co.uk (UK) or supporteu@scale3pl.co.uk (EU) and we'll check and correct it.

Yes. A standard labour fee applies.

Yes. We can reserve stock for planned shipments or allocate it to a particular order.

Yes. We can record batches and expiry dates and allocate specific batches to orders. If you didn't ask for this when you joined, speak to your account manager.

Email your delivery details, ASN number and number of pallets to goodsin@startuplogistics.co.uk (UK) or goodsineu@scale3pl.co.uk (EU), and we'll schedule a slot. For EU deliveries, also submit your customs declaration on our website.

Usually shortly after it arrives, but please allow up to 24 hours. It shows in your Mintsoft inventory as soon as it's booked in, and we'll confirm the pallet count against your delivery paperwork.

No. Both warehouses can unload without one.

We store stock in bins, shelves or pallets depending on its size and how fast it sells.

Yes, into cases or single units, whichever you need.

Yes. Add it to the delivery instructions when you place the order in Mintsoft. There's no need to email us. For a standing arrangement, speak to your account manager.

Yes. We can inspect and report damaged units, recount cases on a pallet, and give you pallet breakdowns with SKU quantities and carton counts. Recounts are charged as extra labour.

Yes, for any shipment or pallet.

Yes. We can stage orders ready for a courier or freight collection. The collection charge is listed in the Support Portal (UK / EU).

Check your details, then try Forgot password. After 3 failed attempts your account locks. Email support@scale3pl.co.uk (UK) or supporteu@scale3pl.co.uk (EU) and we'll unlock it.

It may not have synced from your store yet. If it's been more than 15 minutes since the order was placed, email support@scale3pl.co.uk (UK) or supporteu@scale3pl.co.uk (EU) and we'll investigate.

Yes. Fulfilment and tracking updates sync back to Shopify, and to your other connected channels, automatically.

Yes. We can help you set up Shopify and other webshop integrations and configure Mintsoft features.

Yes. Please start with our Mintsoft training guides, and if you're still stuck, get in touch and we'll walk you through it.

UK and EU clients are invoiced weekly, every Friday. We send one invoice a week, not one per shipment. You'll find your invoices in Mintsoft under 3PL Accounting.

Our Mintsoft training guides explain each line of your invoice.

Email support@scale3pl.co.uk (UK) or supporteu@scale3pl.co.uk (EU), or call 020 3876 5480. Everything else, including forms, guides and courier claims, is in the Support Portal (UK / EU).