Our support team has provided answers to some of the most frequently asked questions below. If you are having a problem, you can navigate to solutions on a specific topic below or search all the solutions. To search all the solutions use the Search box in the upper right of the page
ChannelAdvisor Complete » Marketplaces »
Marketplaces QuestionsWhat are Rakuten.com's shipping requirements?Can I email a Rakuten.com customer even though I cant see their email address?Why does Rakuten.com wait to charge a buyer for an order until it has been shipped?What happens next once out of catalog items are accepted into Rakuten.com?s catalog?Rakuten.com Error: You must be authorized by the manufacturer...How do I post the same item on different schedules in Marketplaces?Will my GTC (Good Til Cancelled) listings get updated every 30 days?How will my Schedule act when using Post Now?What is the max number of eBay ads that can be assigned to a schedule?What is the maximum number of ads I can assign to one schedule?
What are Rakuten.com's shipping requirements?
Your shipping is configured directly within Rakuten.com and you will want to refer to that section of your Rakuten.com Seller Account to learn more about Rakuten.com's requirements.return to menu
View this Rakuten.com page for additional information http://www.Rakuten.com/toc/marketplace_sellers_guide/65546.html#shipping_options
You also have the option to override any configured shipping configured in the Rakuten.com account by populating this information on the Rakuten.com template using the fields below.
Standard Shipping Charge
Expedited Shipping Charge
Shipping Lead Time
When providing us valid tracking information for your Rakuten.com orders, this also includes providing us the correct tracking type options. Below is list of current tracking type options that Rakuten.com will accept:
To send the tracking type, you must specify one of the carriers above when you mark the order as shipped in ChannelAdvisor so that we can send that carrier on to Rakuten.com. Please use the "Other" carrier sparingly as Rakuten.com prefers that you specify an actual carrier when you mark your orders as shipped.
ChannelAdvisor does not currently support UPS-MI or FedEx SmartPost, however, we are looking to add these carriers soon. In the meantime, you'll need to use USPS or FedEx instead.
Can I email a Rakuten.com customer even though I cant see their email address?
Even though you can not see the customers email address, if you send a manual email through us it will be routed to the customer. return to menu
In sales > all sales, tick the order and press send email to do a manual email.
Why does Rakuten.com wait to charge a buyer for an order until it has been shipped?
This is done to prevent having to cancel and refund customer orders that are not shipped. Once the order is placed the funds on the credit card are reserved, but the transaction is not finalized until the order status has been updated to shipped.return to menu
What happens next once out of catalog items are accepted into Rakuten.com?s catalog?
Items are automatically synced to Rakuten.com when your next product feed is sent.return to menu
Rakuten.com Error: You must be authorized by the manufacturer...
Rakuten.com Error Message: return to menu
Validation: You must be authorized by the manufacturer to sell this product on Marketplace.
Unfortunately, we don't have any information on how to get this type of authorization. You're going to need to contact Rakuten.com directly for any items with this error. Rakuten.com can be contacted by emailing mp-integration@Rakuten.com.
How do I post the same item on different schedules in Marketplaces?
Our system is set up so that you can have many ads for the same SKU. So to post the same item on different schedules you would have to create multiple ads for the same SKU and then assign different schedules to those ads. The ads you create can be assigned to posting templates for the same marketplace or different marketplaces (i.e. one for eBay, and one for eBay Stores/Fixed Price), it just depends on how you want to post your items. So you can create the first ad and then just copy it to create an identical ad. If you want to post to different eBay marketplaces like auction and fixed price, you will have to create new ads and not make copies of existing ads. You can then assign different schedules to the ads so that the identical items will post at different times according to their unique schedule.return to menu
Will my GTC (Good Til Cancelled) listings get updated every 30 days?
Yes. As long as you have enabled the revise listings setting in your ChannelAdvisor > eBay > Settings view. This will mean that changes made to various parts of the inventory or ad details will be updated and reflected in the live listing automatically.return to menu
Please see the Revising Open Listings page for more information on this process:
How will my Schedule act when using Post Now?
If you list an ad with the Post Now option, the schedule will now affect how the ad is posted.return to menu
The schedule will override the settings chosen on the Post Now page for quantity posted and any buffer (Continue Posting Until inventory reaches quantity X) rules. Duration (1 day, 30 day, GTC, etc) will still be determined by the Post Now.
For example, if the schedule is to post 5 quantity but the Post Now is for 1 quantity, the eBay listing will have 5.
What is the max number of eBay ads that can be assigned to a schedule?
We recommend that you assign no more than 25,000 eBay ads to one schedule. Our system will be able to effectively handle this situation. However, the official max number of eBay ads that can be assigned to one schedule is 50,000. If you exceed this 50,000 max, we have processes in place to duplicate the schedule and spread the ads across these duplicates. There is no action required by yourself and no change in performance. When we run this process, you will be notified via email.return to menu
What is the maximum number of ads I can assign to one schedule?
The maximum number of ads that can be assigned to a schedule is 50,000 ads. If a schedule has more than 50,000 ads assigned we will notify you and automatically duplicate the schedule and split the ads between the two identical schedules to stay under the limit.return to menu