Explaining split shipments from multiple POD suppliers

A POD order fulfilled by separate suppliers or print locations can arrive as several parcels, even though the customer placed one order. The first parcel arriving does not mean the remaining items are lost.

Key facts about split shipments from multiple POD suppliers

Map items to the confirmed parcels

Once routing is confirmed, match each store line item to its supplier order and shipment record. Record the parcel, its contents, the production or transit stage and its tracking details; actual production locations and groupings may differ from what you expected when listing the products.

For example, Gelato may split order #1068, containing three mugs, two framed posters and a photo book, into two segments. Segment (1/2) contains three mugs and one photo book, produced and shipped from France; segment (2/2) contains two framed posters, produced and shipped from Germany.

Gelato identifies the segments in its Dashboard with the original order number and a part count such as (1/2) or (2/2). Each segment receives a unique tracking number and can be managed independently, including reordering, updating its shipping address or cancelling it.

If an order looks incomplete, check the remaining parcel records and their stages before treating items as missing. A tracking link may show only part of an order, so associate each tracking detail with its parcel rather than assuming it covers every item.

Show the customer what is happening

Before checkout, say that eligible items may arrive separately: “Items in this order may arrive in separate parcels.” Show the full item list in the order confirmation, then send a dispatch update for each parcel when its status supports one, naming the contents rather than using a supplier code.

Use a separate update for each parcel: “Order [order number] — parcel [number] of [total]. Supplier: [supplier]. Contents: [items and quantities]. Status: [production or transit]. Tracking: [parcel tracking link or number].” If tracking is unavailable, give the best confirmed status and a stated time for the next update.

For the Gelato example, an update could read: “Order #1068 — parcel 1 of 2 contains three mugs and one photo book, produced and shipped from France. Tracking: [unique tracking number for segment (1/2)]; the two framed posters are in parcel 2 of 2, produced and shipped from Germany.” Use the tracking number assigned to that segment, not an invented or shared number.

Handle charges and exceptions

Separate parcels can affect supplier shipping charges. Gelato calculates shipping for each split shipment separately, based on its included products and destination; the total is the sum of those shipment costs.

In Gelato’s Dashboard, the single shipping option “Economy delivery (Multiple print locations)” indicates a split order. Gelato chooses the most cost-effective shipping method for each shipment, and the displayed delivery time reflects the longest estimate among the shipments.

Check the confirmed supplier shipping cost for each parcel when pricing a basket. Do not treat a supplier charge identified after checkout as a new customer charge.

If only one parcel arrives, use the item-to-parcel map to check the remaining parcel’s shipment record and status before opening a lost-parcel enquiry. If a segment is delayed, revise that segment’s estimate and explain whether the expected completion date for the full order has changed.

Shipping costs and delivery times for split shipments