Help
Your questions, in plain words.
By trade, then by topic. Another question: write to us.
No question matches: write to us at contact@ysendgroup.com.
Merchants
Merchants questions
Does opening my account activate Self Service Logistics?
No: account opening creates your merchant account. Service activation, logistics criteria and partner-warehouse assignment follow with the Ysend team.
Can I only buy shipping labels?
Yes: connect your store, compare quotes and buy labels without placing your stock in the fulfilment network.
Can I choose my partner warehouse?
No: Self Service Logistics ranks eligible sites and the selected partner accepts the proposal. You see the site and status in your portal.
How do I pay?
Prepaid wallet, saved card with auto top-up or contract postpaid. SEPA direct debit and PayPal are not offered.
Do I get transport volume tiers?
Yes, on your signed quotes: they follow your labels of the trailing 30 days. The public grid on this site has no tiers.
3PL & warehouse operators
3PL & warehouse operators questions
Several warehouses?
Yes for the view and the billing: each site has its flows and your clients see the whole. Coordinating picking across warehouses is not available today.
How do I bring my existing clients over?
Through a reconciled import from your previous system, with no re-keying; each client keeps its portal and invoices.
What exactly is the handheld?
An app on a scanning handheld, 15 workflow screens — receiving, inbound arrivals, pallets, pallet construction, cross-dock, picking, superscan, inventory, inventory checks, replenishment, bundling, labelling, carrier handoff, loading, returns — that keeps working without network.
Are carrier invoices read automatically?
Yes: 24 formats are read and reconciled with the contracted rate before settlement.
Self Service Logistics partners
Self Service Logistics partners questions
Does the programme guarantee a minimum volume?
No: every proposal depends on merchant demand, covered needs, country, price, lead time, measured load and OTIF. No minimum volume is committed.
Can I publish my available capacity?
Not yet: you publish services, warehouse, price, lead time and handling capabilities. The system measures the site's current load.
Who accepts the assignment?
Your team receives the proposal in the Self Service Logistics workspace and has 72 hours to accept or refuse it. Acceptance binds the merchant to your warehouse.
Who invoices the network merchant?
Ysend invoices the merchant and issues your payout. You continue to invoice your own clients outside Self Service Logistics.
Multi-site enterprise
Multi-site enterprise questions
Is stock replicated automatically between sites?
No: you get a read-only consolidated position, with its freshness shown, in the network console.
What about SAP?
Ported connector, to be qualified on your instance: we validate it with you during the configuration review.
Which languages for my teams?
The application exists in 9 languages: English, French, German, Spanish, Italian, Dutch, Polish, Portuguese and Chinese.
Where is my data hosted?
On Amazon Web Services, Europe (Stockholm) region, partitioned per client at database level.
Account and sign-in
How do I get started?
Merchants: you open your account, then you sign in. 3PL operators, carriers and enterprises: you write; a person sets up your access within one business day.
Where do I sign in?
At /app/: XMS Cloud is Ysend, one software, one login.
Payment
How do I pay?
Prepaid wallet, saved card with auto top-up or contract postpaid. SEPA direct debit, PayPal, Apple Pay, Google Pay and bank transfer are not offered.
Does Ysend see my card?
No: Stripe tokenises the card, Ysend never sees its number.
Transport
Do I need to sign a carrier contract?
No: you buy your labels on the contracts held by Ysend, your single counterpart for the price, the label and the tracking.
Can I switch carrier on a network label?
No: the label is locked to the assigned carrier.
Network
Can I choose my warehouse?
No: the network assigns the site and keeps a decision journal.
How long does a partner have to answer?
72 h per assignment proposal; after that it expires.
Can a partner publish its capacity or version its rate card?
Not today: it answers proposals and files its rate card in its own name.
Integrations
Is my store synchronised instantly?
A store that notifies creates the order on receipt; a cycle runs at least every 60 minutes; WooCommerce is polled every 15 minutes, adjustable. It is not guaranteed real-time.
What about SAP?
Ported connector, to be qualified on your instance during the configuration review.
Are partner API keys self-service?
No: they are issued by a Ysend administrator.
Data
Where is my data hosted?
On Amazon Web Services, Europe (Stockholm) region, partitioned per client.
How do I get my data back?
Full takeout on request: versioned manifest, row counts, SHA-256 hashes, audited download.
Is stock replicated between sites?
No: you get a read-only consolidated position, with its freshness shown.
Another question?
Write to us; a person replies within one business day.