Check the terms that affect your orders: the defect-reporting window, inspection scope, payment currency, support responsibilities and stock handover if you leave. Use these written commitments when comparing RyanFulfil with another fulfilment provider.
| The question | Our answer, in writing |
|---|---|
| How long do I have to report a defect or damage? | 14 days from delivery. Send a photo of the problem and we resend the item. |
| What if I find it later? | We keep helping. It stops being automatic and becomes a case-by-case call, because at that distance wear and use are hard to separate from a fault. |
| Can I stop a resend once it is agreed? | Yes, for 24 hours. A chargeable resend is only ever created when you ask for one, we tell you the moment it goes out, and we can pull it back from the shipper within a day. |
| What does “we checked it” actually mean? | Checked against the approved specification, not glanced at. The definition is below. |
| What currency am I quoted in, and who carries the exchange-rate move? | One currency, yours. We carry the movement between quote and payment. |
| Who owns my order when it goes wrong? | We do, through to closure — and we name the stage, the owner, the next update and the evidence that closes it. |
| What happens to my stock if I leave? | Returned or disposed of on your instruction. Notice is a message, not a contract term. |
| Is there a minimum, a setup fee or a subscription? | No to all three for standard dropshipping. |
Our checks use the approved product specification, visible condition, included parts and packing instructions. Tell us about any known defect that needs attention.
Where you gave us a product link — an AliExpress, Alibaba or 1688 listing — that listing is the reference. We check what the factory actually sent against it, so the thing your customer opens is the thing you sold. Variant substitutions are the single most common way a good product turns into a refund.
Visible damage, the included components and accessories, and the condition of the packing that has to survive an international leg. A product that is fine in the warehouse and broken on arrival is usually a packing decision, not a factory one.
If you know your product fails in a particular way — a seam, a hinge, a coating, a colour that drifts between batches — tell us and it goes on the check for your account. This is the part most sellers never use, and it is the part that pays.
After a while on a product we know where it goes wrong without being told. That knowledge is account-specific and it is a genuine reason a longer relationship gets a better failure rate than a first order does.
The clock runs from delivery, not from the day your customer opens the box — so the useful habit is asking for a photo at the first complaint rather than at the third message.
| Situation | What we need | What happens |
|---|---|---|
| Damaged, defective, wrong or incomplete | A photo or short video showing the problem, within 14 days of delivery. Keep the packaging where the damage might be transit damage. | We resend. On a confirmed fault on our side you choose resend, account credit or refund. |
| Parcel lost in transit | Nothing from you at first — the carrier evidence is ours to chase. | Once loss is confirmed against the route terms, free reshipment or refund, before your customer has to escalate. |
| Delivered but not received | The address as supplied, and anything the recipient can tell you about the local delivery. | We request proof of delivery from the carrier and tell you what it does and does not prove. A scan is evidence, not a handover. |
| Reported long after delivery | The same evidence, plus what the product had been through. | Handled case by case, taking the reported fault, delivery date and use of the product into account. |
What to send for each situation, stage by stage, is set out in the Order Issue Centre. What can still be changed, and when it stops being changeable, is on the same page.
You are quoted and invoiced in one currency and that is the number you pay. We carry the exchange-rate movement between the quote and your payment rather than repricing you for it, and we hold a quoted number as long as we genuinely can when freight or factory costs move. If a cost change makes that quoted figure unavailable, you hear that before you order, with the reason — not afterwards on an invoice.
No surcharge on USD, EUR, GBP, CAD, AUD, NZD or SGD. Turkish lira and Hungarian forint carry a small surcharge, because conversion losses on those two are materially higher than on the rest. Payment is by Wise or bank transfer; if you need a different method, ask before you rely on it. Duty is inside the quote on our DDP routes, which is standard on the vast majority of destinations but not every one — where a route diverges we say so on the route.
How a quote is built, lever by lever →
Contact us on WhatsApp about a delayed or disputed order. We handle the supplier or carrier follow-up and tell you who is responsible for the next step and when to expect an update.
You message a human on WhatsApp and a human answers. Across 704 client requests logged by both our client teams between 17 and 22 August 2026, the median first reply to a message arriving in working hours was 23 minutes, and 95% of all requests had a reply inside 24 hours. About one in five in-hours messages still took more than half a day, and a message arriving late at night is answered the next morning. The team answering your message also coordinates the work needed to resolve the order.
The current stage, who owns it, when the next update comes, and what evidence will close it. We do not treat an acknowledgement as a resolution, and we do not reset a deadline because a message was sent.
Factories and most suppliers are closed at the weekend. Anything that needs a supplier gets a named working day rather than a vague “soon”.
The evidence. We cannot investigate a complaint we cannot see: a safe order reference, the current tracking event, what was expected versus what arrived, and a clear photo where the problem is physical. What a useful first report contains →
Confirm how open orders, stock, balances and records will be handled before changing providers. Our exit terms are below.
| What | The term |
|---|---|
| Notice | Either side can end the relationship at any time with a message on WhatsApp or email. There is no notice period, no minimum term and no exit fee. |
| Orders in flight | Completed or refunded as agreed. Confirm the handling of each open order during the handover. |
| Your stock | Inventory you have paid for and stored with us is returned or disposed of on your instruction. Outbound freight is at cost. |
| Your money | Any remaining prepaid balance is returned the same way it came in, once open orders are settled. |
| Your records | Your order and tracking history is yours; ask and we export it. A new agent inherits the quality of the last agent’s records, and thin records cost real money on a migration. |
| Our suppliers | Factory identities and the commercial relationships behind them stay with us. Confirm stock and record-transfer arrangements separately before moving your account. |
Check these service limits before placing an order.