Fulfilled by AutoDS (FBA) Service: Terms and Conditions

Introduction

The Fulfilled by AutoDS (FBA) Service automates order fulfillment through AutoDS-managed accounts. These Terms & Conditions apply to all users. They define what the service provides, your responsibilities, and AutoDS’s limitations. Reviewing them carefully helps avoid issues with orders, returns, or disputes.

Benefits

• Avoid issues such as order denials, data loss, or failed processing.

• Understand your responsibilities and prevent disruptions.

• Make informed business decisions with full knowledge of limitations.

• Reduce misunderstandings and ensure smooth automation.

• Set realistic expectations for returns, refunds, and disputes.

 

 

About the Fulfilled by AutoDS Service (FBA)

The Fulfilled by AutoDS Service (FBA) streamlines your dropshipping operations by automating the entire order fulfillment process for supported suppliers.

We'll take care of managing the complete order lifecycle from placement and tracking updates to processing return labels when necessary using our managed accounts.

This means you'll no longer need to manually manage orders on supplier websites, handle refunds, or worry about having your buyer account restricted.

Check our full guide here to learn more about setting up this service.

👉Learn More: Automate your orders with Fulfilled by AutoDS (FBA) – Full Guide

 

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General Terms

Order Fulfillment & Automatic Processing

Fulfilled by AutoDS (FBA) is not the supplier of products.

• AutoDS does not directly handle or ship any orders ourselves.

• We have no control over the packaging or shipping methods used. That responsibility lies solely with the suppliers.

• Orders are usually completed in a few minutes, but the processing timeframe can take up to 24 to 72 hours maximum.

• AutoDS assumes no responsibility for an item that was no longer in stock at the time of the order, or if its price went up. The user is responsible for making sure his/her settings allow the fulfillment of the order.

  
  

Technical Issues & Support

The Fulfilled by AutoDS (FBA) Service provides order support in line with the current Terms & Conditions.

If a buyer reports not receiving an order, our Orders Specialist will contact the purchase site’s support to resolve the issue, but only if:

1. The tracking number was not converted.

2. The settings were configured to enable tracking number conversion.

Users should not contact suppliers directly for any orders processed through the Fulfilled By AutoDS Service.

For any inquiries, questions, or concerns regarding the status of FBA orders, please reach out by submitting a ticket to the Orders Team.

👉Learn More: How to submit a ticket for a FBA order?

 

Supported Suppliers

The Fulfilled by AutoDS (FBA) service is not available for all suppliers.

• Currently, it supports most suppliers with warehouses in the US or China, but is not restricted to such locations.

  👉Learn More: AutoDS Supported Suppliers & Marketplaces

• We are constantly working on expanding the supported suppliers’ list, so any suggestions can be submitted via our Feature Request Page.

 

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Data Integrity & Availability

Ensuring data integrity and process improvement is crucial. AutoDS understands that users may occasionally require access to older order information.

• Due to a system limitation, we cannot retrieve FBA order transactions older than 30 days.

• AutoDS will not share any order information concerning purchases in our managed accounts, including:

  • What type of account was used to place the order

  • Contact with suppliers

  • Direct links to the order

  • Buy Order ID from the supplier

  • Any purchase details (checkout images, order summaries, etc.)

All necessary information exists on:

• The downloadable invoice
  👉Learn More: How to Download the Invoices for Your 'Fulfilled by AutoDS' Orders?

• The managed balance purchase history
  👉Learn More: How to Load Balance to Your 'Fulfilled by AutoDS' Account?

• The provided tracking page screenshot

 

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Order Edits or Modifications

Orders that have already entered “In Order Progress” status or have been successfully processed cannot be edited or modified.

This includes requests to:

• Change the customer’s address details

• Adjust the quantity

• Modify Buy Item IDs

• Request to change the variant or item

Additional details:

• Orders will always be processed using the information provided on the platform at the time of submission.

• As soon as the order is sent to the automation process, the Buy Price is locked and will be processed at that price up to the Maximum Buy Price set in the settings.

• Modifying a Fulfilled by AutoDS order to the point of being unlocatable (e.g., changing the Buy Order ID or adding a personal Buyer Account) voids all FBA-related services for that specific order, including reorders, returns, and refunds.
  
  

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Account Management & FBA Service Impact

• Removing stores, pausing, or deleting the AutoDS account will greatly affect FBA Order details, including transaction histories and associated Buyer Accounts used to place the order.

• If one of these actions is taken, our ability to assist with any FBA Orders connected to such an account will be limited.

• If a user decides to cancel their AutoDS account, this makes them ineligible for any Fulfilled by AutoDS services. This includes, but is not limited to, reorders, returns, order cancellations, or refunds.

• A canceled AutoDS account can be reactivated within 14 days by logging in and re-registering with the same email or Google login. However, reactivating the account does not restore FBA Service order details, as this information is often tied to the specific store, and deletion of the store prevents its recovery.
  
  

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Item or Package Personalization

• Our automated system does not support customizable or personalized items.

• Orders will still be processed, but will be purchased as they are, without any customization.

• Since we are not the supplier, we are unable to influence or guarantee any private labeling, packaging customization, or gift addition.

• Through our private suppliers, a store logo can be included on gift cards in packages fulfilled by these suppliers.
  
  👉Learn More:
  AutoDS Suppliers: Warehouses, Private Suppliers, and Retail options
  How to add a branding logo to your gift card

• For branded products, users can explore our Print on Demand service, which offers specific items that can be customized.
  
  👉Learn More: Print On Demand: Create and sell custom products globally using AutoDS
  
  

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Coupons & Discounts

• AutoDS cannot guarantee that the system will successfully apply a coupon or price discounts to an order.

• The frequent changes on supplier sites (Amazon, AliExpress & more), along with the complexities of the system, make it difficult to consistently apply discounts and coupons.

• Our managed accounts fulfill thousands of orders every day. A coupon that appears to be available for an item may have already been used on the Buyer/Amazon account and is therefore no longer valid.

• Coupons on suppliers’ websites are often limited to one use per account, which means they may not be applicable at the time the order is processed.
  
  

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Payments, Currency & Taxes

• Once payment for the Fulfilled by AutoDS service is sent, it is not refundable.

• Selling the balance or AutoDS account to another AutoDS user is strictly prohibited.

  👉 Learn More: How to Load Balance to Your 'Fulfilled by AutoDS' Account?

• Auto-order credits are non-refundable. No credits will be returned for canceled or returned orders.

  👉 Learn More: What Are Auto-Order Credits and How Do They Work?

• Orders through the Fulfilled by AutoDS Service will be processed and charged at the specified value displayed on the AutoDS Orders page in USD.

• Regardless of the currency used in the user’s store, the sell price of the items will not be converted to USD.

• Any discrepancies in conversion are not eligible for a refund.

• For optimal use of this service, we recommend setting the store's currency to USD.

• Fulfilled by AutoDS Managed accounts are not tax-exempt. Thus, orders will have taxes added to the final order price.

• We may deduct fees up to 15% of any order value. If any additional taxes apply, such as sales tax, customs, etc., they will apply with no liability to us.

• Without derogating from the generality of the foregoing, users are solely responsible for any fees, charges, taxes, and levies on amounts they may pay or otherwise earn through the website.

• To the extent required to do so under applicable law, we reserve the full right to deduct and withhold any applicable charges and taxes from any amounts payable to or by users.

• Our Orders Team specialists can confirm the amount of taxes deducted for an order, but will not be able to refund it in any case.
  
  

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Shipping Fees

• Most of the suppliers we work with don't offer specific subscriptions that remove shipping fees.

• This means that orders will likely be charged for shipping if the ordered item falls below a certain price threshold.

• Examples of such subscriptions include Walmart+, Sam's Club Plus Membership, and Home Depot Pro Xtra.

• Even though AutoDS maintains Amazon Prime accounts, there are rare, unavoidable situations where Prime items might still incur shipping fees. This happens if our automated system processes an order when the Prime membership has expired just before its renewal.

• Unfortunately, AutoDS can't facilitate refunds for any shipping fees in these cases.

• You may, however, adjust the Supplier Settings (specifically, the "Maximum Loss - Profit" setting), which ensures our automated fulfillment system will fail to place an order if its cost, including shipping, exceeds the maximum buy price.

  👉 Learn More: Supplier Settings - Full Overview
  
  

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Tracking & Delivery

Inquiries for Reliable Carriers

AutoDS does not directly handle or ship packages. Therefore, AutoDS cannot provide assistance with specific tracking queries or with providing pickup point locations.

If an order has a reliable carrier with a valid tracking number (Cainiao, USPS, UPS, & more), the user or buyer should contact the carrier directly for detailed information regarding the transit status.

Amazon Carrier Inquiries

When Amazon is both the supplier and carrier responsible for an order's delivery and tracking, our dedicated Orders Team can contact Amazon Support directly on your behalf.

This includes:

• Confirm delivery dates

• Package status

• Any required One-Time Passwords (OTPs) for secure deliveries

• Proof of delivery

However, please note that this doesn't guarantee refunds for buyers who claim not to have received a package, especially when there’s proof showing it as delivered.

Estimated Delivery Dates

Delivery dates provided are estimates and are not guaranteed. They are subject to change without prior notice due to unforeseen and uncontrollable factors that may occur before or during shipment.

It's crucial to note that each supplier has different estimated delivery dates:

• Amazon US Prime: 2-4 business days within the US mainland (may vary outside the mainland but within US territory).

• Amazon US Non-Prime: 7-30 business days or longer depending on seller and buyer location.

• Walmart/Home Depot: 4-7 business days.

• Chinese Suppliers (AliExpress, CJ Dropshipping, etc.): 30-60 business days.

• Print on Demand, AutoDS Sourcing, and AutoDS Warehouse Marketplace: Refer to the specific product page details for estimated delivery times.

Late Shipment Complaints

When late shipment complaints are received from a selling channel, it's essential to ensure the handling time is appropriately adjusted to match the supplier's shipping speeds.

• For US suppliers, a handling time of at least 5 days is recommended.

• For Chinese suppliers, even more time should be allowed.

Delivery Issues

As mentioned above, if the tracking number is from a reliable carrier, users or buyers must contact the logistics office directly for detailed delivery information.

If the order was delivered but arrived incorrectly or damaged, users must contact AutoDS support by submitting a ticket to the Orders Team.

To request a replacement, images or a video showing the issue with the product are required, as per the supplier’s policy.

AutoDS will not open disputes without valid proof from the logistics provider or without clear images of the product issue.
Requests without proper documentation or proof will be automatically rejected.

👉 Learn More:

• Inquiries for Reliable Carriers
• How to submit a ticket for a FBA order?
  
  

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Supplier Account Restrictions & Limitations

• Suppliers or source sites frequently close and restrict access to accounts without prior notice.

• These occurrences are common, unavoidable, and often have no workarounds.

• Reinstated accounts are rare.

In these cases:

• Tracking details, additional support, reorders, returns, and refunds are unfortunately not allowed.

• If the supplier restricts our account and prevents retrieving or updating tracking numbers, AutoDS will not provide an alternate tracking number.

• This is outside the scope of the service, and we are not responsible for any issues that may arise.
  
  

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Order Cancellation

• Orders processed on Fulfilled by AutoDS (FBA) managed accounts cannot be canceled after the status is ‘In Order Progress’ (white background) or 'Ordered'.

  👉 Learn More: Order Status Overview
  

• Once an order is confirmed, it immediately enters our automated fulfillment process, making it challenging to interrupt or cancel.

• Changing an order's status to "Canceled" in AutoDS does not mean the order is canceled on our managed account.

• Frequent cancellation requests can lead to account restrictions from some suppliers.

• To prevent this, we have removed the cancellation option from the platform.

• Cancellation requests are automatically rejected or denied.

• If a buyer requests cancellation and the order is already confirmed, they can decline delivery. Once the order is returned to the sender and we receive a refund from the source or supplier site, AutoDS can then issue a refund.

• If the buyer receives the package and cannot decline delivery, they can request a return instead. Once the item is received by the supplier and we get a refund, AutoDS will issue the refund to the managed balance.
  
  

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Returns, Refunds & Disputes

Initiating a Return

A return request can only be initiated on the supplier's website once the order has been delivered.

👉 Learn more:  How Do Returns Requests Work on the Fulfilled by AutoDS Service?

Return Rating

Each AutoDS user has a "return rating" value, calculated from the percentage of returns against lifetime orders.

• Limit: 5% return rate.

• If the rating reaches or exceeds 5%, new return requests will be denied.

• Returns are allowed again only when the percentage drops below 5%.
  👉 Learn more: How to Improve Your Return Rate

Every return request (status “Return Pending”) counts toward the limit.
Repeated requests after a failed attempt also increase the total count.

Item Return Frequency

If more than 5 return requests are made for the same item per month, that item becomes ineligible for FBA service.

Return Window

• Orders are not eligible for return after 30 days from delivery.

• Returns for older orders are automatically rejected.

• This applies regardless of supplier policy, unless the supplier’s window is shorter or they don’t accept returns at all.

Original Label Only

• Returns must use the original label provided by AutoDS.

• If a different method is used, the return is automatically rejected and non-refundable.

Refunds

• Refunds for returned orders are processed to the Managed Order Balance, not to bank accounts.

• Suppliers typically process refunds within 7–14 days from warehouse arrival.

• AutoDS issues the refund only once it is received from the supplier.

• If an item is not refundable or returnable, the request is automatically rejected.

Issuing a refund to the buyer before AutoDS processes it is at your discretion and based on your store’s policy.

Return Responsibility

• Each supplier has unique return/refund policies.

• Users are fully responsible for researching supplier policies before listing items.

• AutoDS cannot override supplier-specific rules.
  
  

Supplier Guidelines for Returns and Refunds