Before you contact us
Two guides cover most setup questions without waiting for a reply. The how to start guide walks through installation, importing products, setting prices and what happens when an order comes in. The tutorials cover the same ground on video.
Common questions
How fast does WaveGo support reply?
Live chat is answered during Nordic business hours, typically within a few hours. Email sent to info@wavego.eu is answered within one business day.
My customer's order has not been fulfilled — what do I do?
Open the order in WaveGo and check its status. An order only reaches the supplier once it has been paid, so an unpaid order is the most common cause. If the order is paid and still not moving, contact us with your Shopify order number.
Why can't I fulfil an order to a certain country?
Each supplier ships to a defined list of destination countries at a defined cost per country. If your customer's country is not on that list, the order cannot be fulfilled. Check the destination list on the supplier profile before importing products — it is the single most common avoidable problem.
Who handles refunds and disputes on a supplier order?
When you pay a supplier through WaveGo, the checkout runs on the supplier's own Stripe account. The supplier is the merchant of record for that transaction and handles their own refunds and disputes. Your relationship with your own customer is governed by your own store policy.
How is WaveGo billed?
Your plan is billed through Shopify Billing, so it appears on your Shopify invoice. There are no setup fees, and you can change or cancel your plan at any time from the Subscription page in the app.
Does WaveGo take a commission on my sales?
No. WaveGo never takes a percentage of your retail sales. What your customer pays you through your own Shopify checkout is yours. You pay the supplier's B2B price plus shipping, and your monthly plan.
Why did a product go out of stock in my store?
WaveGo syncs stock levels from the supplier automatically, so you cannot sell something that cannot be fulfilled. When the supplier restocks, your listing follows automatically.
I am a supplier and want to join WaveGo — who do I contact?
Apply through the supplier application form. Applications are reviewed manually and you will hear back within 3–5 business days.