existing customer FREQUENTLY ASKED QUESTIONS (FAQS)

Orders & Fulfilment

1. Where is my order?

Once your order has been dispatched you will the tracking will be updated on Mintsoft. You can use this link to view the latest delivery status from the courier. 

2. Why hasn’t my order been shipped yet?

Orders are processed during warehouse operating hours (9-5) and dispatched according to the selected shipping service. If your order has not yet been shipped it may still be in the picking, packing, or processing stage. If the order is urgent please contact support and we we can expedite for an additional charge.

3. Can you confirm my order has been dispatched?

Yes. You can view the status of all orders on Mintsoft. 

4. Can you check the status of my order?

Yes. You can view the status of all orders on Mintsoft and see if it is currently being picked, packed, or already dispatched.

5. Can you pause an order before it is shipped?

Yes, if the order has not yet been processed in the warehouse we can pause or hold it. Please select the order on Mintsoft and select HOLD.

6. Can I cancel an order before dispatch?

Orders can usually be cancelled before they enter the PRINTED stage. Once an order has been PRINTED, PICKED or DESPATCHED it may no longer be possible to cancel it.

7. Can you prioritise an order for urgent delivery?

In many cases we can prioritise urgent orders. Please contact our team with the order number and required delivery deadline and we will expedite for an additional charge. 

8. Can you confirm which products were sent in my order?

Yes. You can view the order within Mintsoft. 

9. Can you change an order before it ships?

Changes may be possible if the order has not yet entered the PRINTED stage. After this stage you are only able to CANCEL it providing it has not been despatched. 

10. Why is my order showing as fulfilled but not delivered?

This usually means the order has been dispatched from the warehouse but is still in transit with the courier. Please check the tracking link for the latest delivery updates.

Shipping & Delivery

11. Which couriers do you use for delivery?

We work with a range of trusted courier partners including DPD, Royal Mail, Evri, FedEx and DHL depending on the service and destination.

12. Can you confirm the delivery address for my order?

Yes. You can verify the delivery address associated with your order by logging into Mintsoft and selecting the order. 

13. Can the delivery address be changed after placing an order?

Address changes may be possible before the order is dispatched, even when it is in the PRINTED OR PICKED stage. Once the order has been shipped it will not be possible to modify the delivery address and you will need to speak to the courier directly to request it. 

14. Can you arrange a redelivery for a missed delivery?

Yes. If a delivery attempt has failed you can arrange a redelivery with the courier or provide instructions for rescheduling. This is done directly with the courier and not via Scale 3PL

15. Can you book a courier collection for me?

No. Unfortunately our team cannot arrange courier collections from locations other than our own warehousing.

16. Can you arrange a pallet delivery?

Yes. We regularly arrange pallet shipments through freight partners and pallet networks. Please request this on your delivery intructions when you place your order. There is no need to email in to make this request as it can all be handled on Mintsoft.

17. Can you arrange next-day delivery?

Next-day delivery is available for many UK shipments depending on courier service and order cut-off times. Please request this on your delivery intructions when you place your order. There is no need to email in to make this request as it can all be handled on Mintsoft.

18. Can I request a specific courier?

Where possible we can ship using your preferred courier. Availability may depend on destination, parcel size, and service level. Please request this on your delivery intructions when you place your order. There is no need to email in to make this request as it can all be handled on Mintsoft.

19. Can you confirm when my delivery will arrive?

Estimated delivery dates are shown in the tracking information provided by the courier.

20. Can shipments be delivered before a specific time?

Please request this on your delivery intructions when you place your order. There is no need to email in to make this request as it can all be handled on Mintsoft.

Tracking & Delivery Issues

21. Can you provide the tracking number for my order?

Yes. Once the order has been dispatched you can view the courier tracking number and tracking link on Mintsoft. 

22. Why does tracking show delivered but I haven't received my parcel?

Sometimes parcels are left with neighbours, reception desks or safe locations. If you cannot locate the parcel you can start a claim with the courier directly by heading to the Support Portal. 

23. Can you check the status of a parcel that hasn’t moved?

Yes. We can contact the courier to request an update and investigate any delays.

24. Can you investigate a missing delivery?

If a parcel appears to be lost you can open an investigation with the courier directly by headin to the Support Portal.

25. Can you confirm if the courier collected the shipment?

The courier doesn't scan the parcels when it leaves our warehouse but when they arrive at their depot. You can check for updates by clicking on the tracking link on Mintsoft.

26. Can you provide proof of delivery?

Yes. Most couriers provide proof of delivery which may include a signature, photo, or delivery confirmation and this can be found when you click on the tracking link attached to the order on Mintsoft. 

27. Can you raise a courier claim for a lost shipment?

If a shipment is confirmed lost or damaged you can raise a claim with the courier directly by heading to the Support Portal. 

28. What should I do if my order arrives damaged?

If a shipment is confirmed damaged you can raise a claim with the courier directly by heading to the Support Portal. 

29. Can you investigate a failed courier delivery?

Yes. We can contact the courier to determine the cause of the failed delivery and arrange a new attempt.

30. Can you check why a parcel hasn’t been scanned?

If a parcel hasn't been scanned there is a strong chance it has been lost in transit and we recommend placing the order again on Mintsoft. The courier won't support any claim unless an initial scan has taken place.

Stock & Inventory

31. Can you confirm current stock levels?

Yes. Logging into Mintsoft and viewing your stock levels, gives you real time information on your stock position. 

32. Are we running low on stock?

You can check stock levels and set up notifications directly on Mintsoft to trigger an alert if you are running low on stock. Head to the Product page > Extra Details tab > Low Stock Alert Level.

33. Can you recount stock for a product?

Yes. We can perform a warehouse stock recount. They will be a standard labour fee charge added for this. 

34. Can you confirm how many units we have remaining?

You can view the exact quantity currently available in your inventory on Mintsoft. 

35. Can you allocate stock to a specific order?

Yes. Stock can be allocated to ensure it is reserved for a particular order. 

36. Can you confirm if stock has arrived at the warehouse?

Once stock has been received and checked in, it will appear in inventory and we can confirm receipt. Please give us 24 hours to book this onto the system. 

37. Can you check whether an item is out of stock?

You can verify whether an item is available or currently out of stock by checking on Mintsoft at the specific product or checking the ON BACK ORDER status dashboard. 

38. Can you reserve stock for future orders?

Yes. Stock can be reserved to ensure availability for planned shipments.

39. Can you confirm batch or expiry dates?

If required we can provide batch numbers and expiry dates for stock stored in the warehouse, please speak to your Account Manager if this has not been requested when your first joined as a client. 

40. Can you allocate specific batches to orders?

Yes. Batch or expiry date allocation can be applied during fulfilment when required.

Warehouse Operations

41. Can you break pallets down into cases or singles?

Yes. Pallets can be broken down into cases or individual units depending on your requirements.

42. Can you repack an order with additional packaging?

Yes. We can add additional protective packaging where required, please speak to you Account Manager or detail what you require in the delivery instructions on the order. 

43. Can you check if the correct stock was picked?

Yes. We can review the order picking process and confirm the correct items were selected. Most orders are filmed at point of despatch so we can review the footage if required. 

44. Can you recount cases on a pallet?

Yes. Our warehouse team can verify pallet contents and quantities for an additional charge. 

45. Can you check damaged stock quantities?

Yes. We can inspect stock and report the number of damaged units.

46. Can you confirm pallet counts for a shipment?

We can confirm the number of pallets included in any shipment.

47. Can you confirm the total weight of a shipment?

Yes. We can provide shipment weights and carton counts where required.

48. Can you prepare stock for courier collection?

Yes. Orders can be prepared and staged ready for courier or freight collection. There will be a collection charge for this, that can be found on the Support Portal. 

49. Can you confirm carton counts for an order?

Yes. We can provide carton quantities and packaging details.

50. Can you investigate a warehouse picking error?

Yes. If a picking error is suspected we will investigate and resolve the issue and come back to you with a solution to prevent it from happening again. 

Goods In & Pallets

51. Can you book a goods-in slot?

Yes. Please contact us at goodsin@scale3pl.co.uk or for our EU warehouse goodsineu@scale3pl.co.uk with your delivery details, ASN number, number of pallets and for EU shipments the customs declarations and we will schedule a goods-in slot with the warehouse. The customs declaration must be submitted directly on our website https://www.scale3pl.co.uk/customs-declarations.

52. Can you confirm when inbound stock will be checked in?

Stock is usually checked in shortly after arrival and becomes available once processing is complete. However please allow up to 24 hours. 

53. Can you confirm pallet quantities for inbound deliveries?

Yes. We can confirm the number of pallets received against the delivery documentation.

54. Can you arrange pallet transport?

Yes. We can organise pallet transport through our freight partners.

55. Can you arrange pallet collection?

Yes. Pallet collections can be scheduled through our logistics partners.

56. Can you confirm when stock will be ready for collection?

All D2C orders received before 12pm Monday to Friday will be despatched same day. There may be a delay at busy times of year and B2B/pallet orders may take 48hours depending on the size of the order. 

57. Can you confirm pallet dimensions and weight?

Yes. We can provide pallet measurements and weights if required.

58. Can you provide pallet breakdown information?

Yes. We can provide pallet breakdown details including SKU quantities and carton counts.

59. Do pallets require a tail lift?

No, not when sending into us. However, if your customers require one, you musy let us know on the delivery paperwork so we can book it with the haulier. 

60. Can you arrange transport for pallet shipments?

Yes. We regularly organise pallet shipments across the UK, EU and internationally.

Mintsoft & System Support

61. Why can't I see an order in Mintsoft?

This may be due to the order not yet syncing from your store or not yet being processed. If it has been longer than 15 minutes since the order was placed please contact us at support@scale3pl.co.uk or supporteu@scale3pl.co.uk for the EU team and we will investigate. 

62. Can Mintsoft sync fulfilment updates to Shopify?

Yes. Mintsoft can sync fulfilment and tracking updates back to Shopify automatically.

63. Can you configure Mintsoft features for us?

Yes. Our team can assist with configuration and setup depending on your requirements.

64. Why is Mintsoft showing incorrect stock?

This may occur if stock has recently been received or adjusted. We can check and correct the inventory if required.

65. Can you update delivery instructions in Mintsoft?

Yes. Delivery instructions can be added or updated on orders within the system provided the order is in NEW, ON BACKORDER OR PRINTED status. 

66. Can you amend an order in Mintsoft?

You can amend an order providing it is in NEW or ON BACKORDER. If the order is in PRINTED or PICKED you cannot change the items or quanities and only update the address. If you need to change the items, it is better for you to cancel the order and place a new one. You will still be charged for the picking of the orginal order. 

67. Why are items showing out of stock in Mintsoft?

Items may appear out of stock if inventory has not yet been received, allocated to orders, or adjusted.

68. Can you help set up Shopify or other webshop integrations?

Yes. We can assist with integration setup and configuration.

69. Do you offer Mintsoft training?

Yes. We can provide onboarding guidance and support to help you use Mintsoft effectively, however we do ask that you check the Mintsoft training guide first, https://www.scale3pl.co.uk/mintsoft-training, which can be found on the Support Portal

70. I can’t log into Mintsoft — what should I do?

Please check your login details first. If you still cannot access the system, please click forgot password. If you still cannot log in you may be locked out due to 3 failed attempts in which case we can unlock you if you contact us at support@scale3pl.co.uk or supporteu@scale3pl.co.uk for the EU team.

Billing & Claims

71. How do I raise a claim for lost or damaged stock?

You can raise a claim direct with the courier by following the link in the Support Portal.

72. Can you confirm the value of a shipment?

Yes. However the value of goods in based on what you have loaded into Mintsoft. 

73. Can you send an invoice for a shipment?

Yes. Invoices cannot be sent for each shipment but you will receive an invoice at the end of each week in the UK or month if you are in the EU.

74. Can you provide documentation for courier claims?

Yes. You can download all the documentation you need from the order on Mintsoft. 

75. Who should I contact for support?

For any questions or assistance please contact our support team through your usual support channel or email. Email UK: support@scale3pl.co.uk or Email EU supporteu@scale3pl.co.uk

76. How am I billed?

All UK customer are billed every Friday and EU customers end of each month. To view your invoice, please log into Mintsoft and head to the 3PL Accounting section. 

77. How do I read my invoice?

Training on how to interupt your invoice can be found on our Support Portal https://www.scale3pl.co.uk/mintsoft-training