Adding Direct Mail (Shipping) as an Option

Set up Direct Mail so customers can have their orders shipped, then manage those shipments after checkout.

How to Set up Direct Mail

1. Sign in to the Admin Portal
    
2. Navigate to Store Settings > Online Menu: Direct Mail
    
3. Check the box 'Enable Direct Mail'
    
4. Configure Shipping Options (two main choices):
   1. Tiered Shipping: Offer multiple shipping options (e.g. Canada Post, FedEx, Purolator) with different rates and speeds (e.g. Regular or Express); or
      
   2. Flat Rate Shipping: Charge a single flat rate for shipping (e.g. $10.99) across all options
      
      
5. Fill out remaining fields:
   • Option Label: Name the shipping options (e.g. Canada Post, FedEx, Regular Mail, Express Mail)
     
     
   • Price: Set the price for each shipping option (e.g. Canada Post - $10.99, Canada Post Express - $15.99)
     
     
   • Custom Delivery Message: Add a message to be shown to customers on the order confirmation page, informing them about shipping details
     
     
   • Waive Delivery Fee: Enable free shipping for orders above a set threshold
      
   • Minimum Order Amount: Set the threshold for free shipping eligibility
      
6. Hit 'Save'
    
7. Activate online payments for Direct Mail:
   1. Navigate to Store Settings > Online Menu: Configuration
   2. Under 'Direct Mail', select 'Pay Online':
      
   3. Hit 'Save'.

 
Video tutorial: Setting up Direct Mail (Buddi)
  

Customer Checkout Experience

At checkout, customers will see all available fulfillment methods:

• Pick Up: For in-store pickup orders

• Delivery: For addresses within your delivery zones

• Direct Mail: For shipping orders via your configured carriers (e.g. Canada Post)

If they select Direct Mail, they’ll:

1. Choose their preferred shipping option.
2. Review the shipping cost (or see if it’s free based on your settings).
3. Complete payment online.

Once payment is confirmed, the order will automatically appear in your Order Queue under the Direct Mail category, ready for processing.
 

Managing Direct Mail Orders

• Order Queue: In your Admin Portal, direct mail orders will appear with customer and payment information.
   
• Order Status Updates:
  • Once you ship the order (via Canada Post or another provider), mark the order as 'Out for Delivery'. The customer will be notified.
  • If a customer needs to cancel, go to the order queue, select Refund Payment, and choose either a partial or full refund.
    
    
• Tracking Links *new*: Add a carrier tracking link to a Direct Mail order and Buddi emails it to your customer automatically.
  • Admin Portal > Order Queue > open the Direct Mail order > under the delivery address, paste the full tracking link into 'Tracking' > click 'Save'.
  • Buddi asks you to confirm the customer's email address, then sends an Order Tracking email with a 'Track your order' button.
  • Paste the full tracking link from your carrier (Canada Post or any other carrier), not just the tracking number.
  • You can add tracking at any point, whatever the order's status. It works the same with flat rate or tiered Direct Mail pricing.
  • After you save a link, the panel shows when the email was sent and to which address.
  • You can edit or remove the link at any time. Editing a link doesn't send another email automatically, so click 'Resend email' if the customer needs the updated link.
  • Every change and resend is recorded in the order's activity log, which makes it easy to check if a customer says they never received a link.
  • If the order has no email address, you can still save the link for your staff to reference, but no email is sent.
    
    
• Refund Process: Refunds will be processed within 3-5 business days.
  
  

Managing Product Eligibility for Direct Mail

If you sell large, heavy, or fragile items (e.g. glass bongs, beverages, etc.) that aren’t practical to ship under a flat or single-tier shipping rate, you can limit their availability for Direct Mail:

• Set individual Safety Stock levels for these products so they appear as out-of-stock online, making them unavailable for purchase via Direct Mail.

• Apply a Special Message to these products noting they are not eligible for shipping due to weight or size restrictions.
• Build a Collection for easy batch updates if you choose this method.
• Customers can still browse these products online, but they may attempt to order them. If that happens, you can issue a partial refund or request they cancel and re-order.
   

Best Practices

• Review provincial regulator guidelines (e.g. AGLC in Alberta, BCLDB in British Columbia, AGCO in Ontario, etc.) for shipping and delivery to ensure compliance with all applicable rules
   
• Confirm packaging requirements with your courier (e.g. Canada Post) to avoid shipment delays or returns
   
• Regularly review shipping settings and rates in the Admin Portal to ensure they remain accurate and competitive
   
• Manage oversized or heavy products by using Safety Stock or adding Special Messages to note ineligibility for shipping
   
• Clearly communicate shipping details to customers to reduce confusion and support a smoother checkout experience
   
• Leverage the 'Custom Delivery Message' field in the Direct Mail setup page to include:
  • Estimated timelines for delivery
  • Any restrictions (e.g., products not eligible for shipping)
  • Requirements for receiving a package from a licensed cannabis seller, including:
    • Note: Proof of age, an age verification process, and a signature are required upon delivery. The recipient may also be asked to present government-issued photo ID if they appear to be under 30 years of age. Provincial regulations determine the minimum legal age to purchase cannabis.
• You can include additional messaging in Customer Notifications.
• Verify customer delivery addresses using Google Maps, and reach out if anything looks off
• Test your Direct Mail checkout flow before launch to ensure all information displays correctly and the process feels seamless.
   

The Direct Mail feature provides an efficient way to offer delivery options for your customers. By setting it up correctly, you ensure a smooth and professional shipping experience that keeps your customers informed and satisfied.