How To

Fruugo FAQs

The table below gives answers to common questions, that you possibly will encounter while doing business on Fruugo – irrespective of whether you're new to the marketplace or a seasoned seller.

 

Prerequisites


You should be familiar with the following task before continuing:

 

Seller Portal


Common Question Answer
What is the seller portal URL?

http://merchantcentre.fruugo.com

What functionality is supported in the seller portal?

View orders, search orders, confirm orders, mark orders as shipped, input tracking info, reject orders, cancel orders, download multilingual packing list, update banking details, update contact and address details

What is the URL for seller documentation?

https://sell.fruugo.com/en/discover/documentation

How do I contact the Fruugo support? You can go to Fruugo's service desk portal to raise any data related enquiries.  

In addition, there are three global help centers that you may contact by phone. Feel free to call any number that you feel will be most helpful. Each locale should be able to accommodate any inquiries.

US: (+1) 512 861 1983
UK: (+44) 0161 938 0155
AU: (+61) 862555040

Customer Service inquiries (such as regarding delayed orders) should go to help@fruugo.com which raises a ticket in Fruugo's Zendesk platform.
How do I find the Access Token and Seller ID required for the ChannelAdvisor integration? Seller ID and Access Token will be assigned to you during the Fruugo integration process. You are issued with login details to raise inquiries here .

You can also e-mail data@fruugo.com which raises a ticket within service desk should you lose your credentials or have other issues.

 

Product


Common Question Answer
When product creation communication completes without error, how long does it take before the product is available to buyers?

5 minutes

When existing product descriptive information update communication completes without error, how long does it take before the updated information is available to buyers?

5 minutes

When existing product quantity and price communication completes without error, how long does it take before the updated quantity and price is available to buyers?

5 minutes

How often does ChannelAdvisor create/update products with all data? Processing & Communication Frequency – Marketplaces
How often does ChannelAdvisor update product quantity and price? Processing & Communication Frequency – Marketplaces
How often does ChannelAdvisor withdraw products? Processing & Communication Frequency – Marketplaces
What field represents the ChannelAdvisor parent SKU? Fruugo uses it’s own code values. For example:

3732816-8051196

The first part of the number represents the parent SKU. The second the child SKU. These are Fruugo's own codes, not the sellers.
What field represents the ChannelAdvisor child/standalone SKU? Please see the previous FAQ.
How do I know when a product is available to buyers? ListingStatus
Does Fruugo support variations? Yes
If I need to change a product’s SKU value, what needs to happen to ensure proper management? Remove the label from the product to delist it. Update the product then reattach the label to resend the product.
What are the max amounts of product listings (parent/standalone SKUs) and individual items (child/standalone SKUs) that I can manage through ChannelAdvisor? Each group level can have up to 150 individual items. There is no limit on the number of products listings.

 

Order


Common Question Answer
Which types of refunds are supported in ChannelAdvisor?

Supports both full and partial

Which types of cancellations are supported in ChannelAdvisor?

Supports both full and partial

Which types of fulfillments/shipments are supported in ChannelAdvisor?

Supports both full and partial

How often does ChannelAdvisor import orders?

Processing & Communication Frequency – Marketplaces

How often does ChannelAdvisor send shipping/cancellation/refund updates?

Processing & Communication Frequency – Marketplaces

How soon after an order is created will it be made available to ChannelAdvisor? An automated risk management system is in place. Fruugo sends off relevant data to a service and a risk score is returned. If the score is acceptable then the order goes through automatically and this is when the order will be available to ChannelAdvisor within 2 minutes.

If, however, the score indicates that the transaction is suspect then it gets put into a queue for manual checking by Fruugo. If subsequently approved then the order will be made available to ChannelAdvisor within 2 minutes of approval. The time it takes for Fruugo to become available to review the transaction very much depends on the time of year, but typically within 12 hours.
When cancellation/refund/fulfillment communication completes without error, how long does it take before the change is made available to buyers? 2 minutes

The table below gives answers to common questions, that you possibly will encounter while doing business on Fruugo – irrespective of whether you're new to the marketplace or a seasoned seller.

 

Prerequisites


You should be familiar with the following task before continuing:

 

Seller Portal


Common Question Answer
What is the seller portal URL?

http://merchantcentre.fruugo.com

What functionality is supported in the seller portal?

View orders, search orders, confirm orders, mark orders as shipped, input tracking info, reject orders, cancel orders, download multilingual packing list, update banking details, update contact and address details

What is the URL for seller documentation?

https://sell.fruugo.com/en/discover/documentation

How do I contact the Fruugo support? You can go to Fruugo's service desk portal to raise any data related enquiries.  

In addition, there are three global help centers that you may contact by phone. Feel free to call any number that you feel will be most helpful. Each locale should be able to accommodate any inquiries.

US: (+1) 512 861 1983
UK: (+44) 0161 938 0155
AU: (+61) 862555040

Customer Service inquiries (such as regarding delayed orders) should go to help@fruugo.com which raises a ticket in Fruugo's Zendesk platform.
How do I find the Access Token and Seller ID required for the ChannelAdvisor integration? Seller ID and Access Token will be assigned to you during the Fruugo integration process. You are issued with login details to raise inquiries here .

You can also e-mail data@fruugo.com which raises a ticket within service desk should you lose your credentials or have other issues.

 

Product


Common Question Answer
When product creation communication completes without error, how long does it take before the product is available to buyers?

5 minutes

When existing product descriptive information update communication completes without error, how long does it take before the updated information is available to buyers?

5 minutes

When existing product quantity and price communication completes without error, how long does it take before the updated quantity and price is available to buyers?

5 minutes

How often does ChannelAdvisor create/update products with all data? Processing & Communication Frequency – Marketplaces
How often does ChannelAdvisor update product quantity and price? Processing & Communication Frequency – Marketplaces
How often does ChannelAdvisor withdraw products? Processing & Communication Frequency – Marketplaces
What field represents the ChannelAdvisor parent SKU? Fruugo uses it’s own code values. For example:

3732816-8051196

The first part of the number represents the parent SKU. The second the child SKU. These are Fruugo's own codes, not the sellers.
What field represents the ChannelAdvisor child/standalone SKU? Please see the previous FAQ.
How do I know when a product is available to buyers? ListingStatus
Does Fruugo support variations? Yes
If I need to change a product’s SKU value, what needs to happen to ensure proper management? Remove the label from the product to delist it. Update the product then reattach the label to resend the product.
What are the max amounts of product listings (parent/standalone SKUs) and individual items (child/standalone SKUs) that I can manage through ChannelAdvisor? Each group level can have up to 150 individual items. There is no limit on the number of products listings.

 

Order


Common Question Answer
Which types of refunds are supported in ChannelAdvisor?

Supports both full and partial

Which types of cancellations are supported in ChannelAdvisor?

Supports both full and partial

Which types of fulfillments/shipments are supported in ChannelAdvisor?

Supports both full and partial

How often does ChannelAdvisor import orders?

Processing & Communication Frequency – Marketplaces

How often does ChannelAdvisor send shipping/cancellation/refund updates?

Processing & Communication Frequency – Marketplaces

How soon after an order is created will it be made available to ChannelAdvisor? An automated risk management system is in place. Fruugo sends off relevant data to a service and a risk score is returned. If the score is acceptable then the order goes through automatically and this is when the order will be available to ChannelAdvisor within 2 minutes.

If, however, the score indicates that the transaction is suspect then it gets put into a queue for manual checking by Fruugo. If subsequently approved then the order will be made available to ChannelAdvisor within 2 minutes of approval. The time it takes for Fruugo to become available to review the transaction very much depends on the time of year, but typically within 12 hours.
When cancellation/refund/fulfillment communication completes without error, how long does it take before the change is made available to buyers? 2 minutes
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