Support Hours
U.S. & North America
Mon-Fri: 8 AM - 8 PM ET

Europe
Mon-Fri: 8 AM - 1 AM GMT

Australia, Asia, Pacific
Mon-Fri: 8 AM - 5 PM DST

Twitter Feed


Frequently Asked Questions

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 » Sales »



Checkout
Customers 
Email 
Manual Payments 
Orders/ Transactions 
Promotions 
Shipping 

Sales Questions


How can I create a filter to search the All Sales view for a specific supplier code?
How can I display instructions for payment within ChannelAdvisor checkout?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
How do I require the billing address to match the shipping address in ChannelAdvisor checkout?
How do I make the eBay shipping options match the shipping carrier/class options in my ChannelAdvisor account?
How do I remove the coupon code box in CA Checkout?
Is there a Template Tag for Invoice ID that can be used in the Invoice Setting page to display a Barcode?
Can I mix shipping rate calculation methods in a single zone with ChannelAdvisor checkout?
How do I override eBay's shipping calculations with a specific shipping amount for one buyer?
Can I use Best Offer with Immediate Payment?
How can the shipping date be added to the email notification's?
How can I erase all my item level shipping rates?
When are ChannelAdvisor checkout's 3rd party shipping calculator's rates updated?
Can you edit ChannelAdvisor custom shipping carrier names?
What are the correct abbreviations for my shipping carriers?
How do I add/change the Invoice Image on my invoices?
Can the ChannelAdvisor generated invoice id be altered?
How do I add Shipping Cost to a Checkout Direct Order?
What does this Jet Order error mean? "Order is complete, no new messages accepted"?
How can I bulk update orders and not notify the marketplace?
How long are invoices kept in Sales > Orders/Transactions > Orders view?
In the All Orders view, how are the time frames determined for the Needing to Ship default filters?
How do I require a phone number for PayPal orders?
How can I find out which checkout report an archived order is on?
The SellerFulfillmentID provided for XX of your Amazon orders is invalid

How can I create a filter to search the All Sales view for a specific supplier code?

1. Go to Sales > Orders/Transactions > Orders.
2. On the right click "Create" beside "Filter By".
3. Give your filter a name.
4. Set View Type to Sales.
5. Create your filter details as follows:

- Supplier Code like [Insert supplier code]

5. Click "Save and Exit".

For example, if your supplier code was BOSCH, the filter would read:

Supplier Code like BOSCH

No votes yet

return to menu

How can I display instructions for payment within ChannelAdvisor checkout?

In Sales > Checkout > Configuration view, you can populate your payment policy into the "Payment Policy" field. This text will only display during "Payment Information" section of ChannelAdvisor checkout.

NOTE: Each line of text will display as a bullet point.

No votes yet

return to menu

When will payment and shipping information from eBay be added to my order in ChannelAdvisor?

Once a buyer has completed eBay's checkout process, the information they have entered is stored at eBay and is ready for import into your ChannelAdvisor account. We check several times an hour for buyer checkout information and will import the new data as soon as it is detected. Generally you should see all information imported within a hour, often faster.

No votes yet

return to menu

How do I require the billing address to match the shipping address in ChannelAdvisor checkout?

In Sales > Checkout > Configuration view, you will want to enable the "Address Match: Require buyer address to match shipping address." option.

No votes yet

return to menu

How do I make the eBay shipping options match the shipping carrier/class options in my ChannelAdvisor account?

To ensure that your eBay orders are imported with your ChannelAdvisor-configured carrier and class options rather than generic names (i.e. eBay - Standard, eBay - Expedited, etc.), you will need to configure your eBay Shipping Mappings under Sales > Shipping > Shipping Mapping Settings. The values on the left are eBay's allowed values and those that you will find in the shipping section of your posting templates. The values on the right are the carriers found in CA under Sales > Shipping > Account Shipping Carriers. You should map each option you use on your posting templates to a ChannelAdvisor value.

No votes yet

return to menu

How do I remove the coupon code box in CA Checkout?

Currently in checkout, if you have at least one active, non-expired promotion regardless if it requires a code or is codeless, the "Enter Promotional Code" box will be displayed.
Remove any valid coupons from your settings and it will no longer be available.

No votes yet

return to menu

Is there a Template Tag for Invoice ID that can be used in the Invoice Setting page to display a Barcode?

The only barcodes we have available are listed under Special Tags in Sales > Settings > Invoice Template. Unfortunately the invoice number does not have a Barcode Tag so it can not be shown as one and there is no template tag for the Invoice ID that can be added to the invoice.

Your rating: None Average: 5 (1 vote)

return to menu

Can I mix shipping rate calculation methods in a single zone with ChannelAdvisor checkout?

Shipping rate calculation methods cannot be mixed in a single zone. For example, one carrier in a zone cannot use the third-party shipping calculator while another has flat rates defined. Using different methods at different levels (inventory level vs. class or global) will result in the most specifically defined rates being used. If you have inventory level shipping for carrier A, and your global configuration has the third-party calculator enabled for carrier B, only the option for carrier A will be displayed during checkout.

No votes yet

return to menu

How do I override eBay's shipping calculations with a specific shipping amount for one buyer?

If you have a special case for a single user that needs different shipping rates than the standard calculation methods, you can override the shipping amount for that buyer by manually configuring the shipping rate for that order in your eBay account. This is only available before the buyer has completed the eBay Checkout process. In order to apply a special rate for the transaction:

* Go to the seller's My eBay at ebay.com and find the specific transaction
* Click the "Send Invoice To Buyer" option
* Select the approrpiate shipping option and enter the amount for shipping/postage

The buyer will receive an email from eBay with a link for the eBay Checkout. When they follow that link and go through the checkout process, the special shipping rate will be applied to the transaction. That shipping carrier option and rate will be imported with the order details into your ChannelAdvisor order record.

No votes yet

return to menu

Can I use Best Offer with Immediate Payment?

Yes, you can choose both "Best Offer" and "Require immediate payment..." on your posting template. Your listings will go live with both. The only catch is that if your listing sells by a Best Offer, that won't qualify for immediate payment. That is because the buyer makes an offer and you will have to either accept, decline or make a counter offer. It is only when you accept a buyer's offer that a transaction is created. The buyer would then have the option of going through checkout through the normal (non-Immediate Payment) process.

More information on Immediate Payment can be found at the following link:

http://ssc.ChannelAdvisor.com/howto/using-immediate-payment-option-ebay

More information on the eBay Checkout can be found on the SSC at the link below:

http://ssc.ChannelAdvisor.com/howto/marketplaces/ebay-marketplace/enabling-ebay-checkout

No votes yet

return to menu

How can the shipping date be added to the email notification's?

There are a few different date template tags that you can use in your emails notification's.

The template tags you can use are:
{DELIVERBYDATE} Date an invoice needs to be delivered by
{ESTIMATEDSHIPDATE} Date an invoice is expected to ship
{SHIPPINGDATE} Date order was shipped

These template tags work out the correct date for the order. You can find the complete list of supported ChannelAdvisor Template tags in Sales > Settings > Email Templates and look on the left hand side for the link "Template Tag ".

No votes yet

return to menu

How can I erase all my item level shipping rates?

To erase all of your item level shipping rates, go to the Inventory > Products > All Products view and filter by the classification you want to change. Next click on "select", to select all of the items. Then click the "More" button, then "Item Shipping".
On that page, click on the "clear all" button to erase your item level shipping rates and have the system default to your classification or global rates.

No votes yet

return to menu

When are ChannelAdvisor checkout's 3rd party shipping calculator's rates updated?

The rates for ChannelAdvisor checkout's 3rd party shipping calculator are updated once per month. This also includes the fuel surcharge rate, so you may need to adjust your handling fees to compensate for daily changes in the fuel surcharge.

No votes yet

return to menu

Can you edit ChannelAdvisor custom shipping carrier names?

You will not be able to edit the ChannelAdvisor shipping carrier names. In the Sales > Shipping > Account Shipping Carriers view; you can disable/enable shipping carriers, delete the custom shipping carriers, and create new custom shipping carriers.

No votes yet

return to menu

What are the correct abbreviations for my shipping carriers?

You can find the correct abbreviations for your enabled shipping methods by following the below steps:

1. Log into ChannelAdvisor Complete.
2. Go to the Sales > Shipping > Account Shipping Carriers page.
3. Click on the "here" link on the left hand side.

The link will show you all the correct abbreviations for all shipping methods you have enabled in your account.

Your rating: None Average: 5 (1 vote)

return to menu

How do I add/change the Invoice Image on my invoices?

The {{Invoice Image}} tag in your Sales > Settings > Invoice Settings will use the image that is in the Header Image URL field in your Sales > Checkout > Configuration. The Default Checkout image URL is currently there, so that is what will be displayed on your invoices as well as all checkout pages. To change that image, go to Sales > Checkout > Configuration and enter a new URL for Header Image URL.

Please keep in mind that when selecting an image, you should only select a ChannelAdvisor hosted image. Externally hosted images won't render and will appear as a broken image on the invoice.

No votes yet

return to menu

Can the ChannelAdvisor generated invoice id be altered?

No, the ChannelAdvisor generated invoice id can't be altered in anyway. These are automatically generated by ChannelAdvisor.

No votes yet

return to menu

How do I add Shipping Cost to a Checkout Direct Order?

After the checkout direct order has been created, select the "More" drop down located on the top right of the Order details page and select "Override Costs".

Shipping Cost is one of the fields for which you may submit a value. You must also select a Shipping Method. Once both fields have a value , Click Save and the Shipping amount will update on the Order Details.

No votes yet

return to menu

What does this Jet Order error mean? "Order is complete, no new messages accepted"?

This means that a Jet order cancellation was attempted in ChannelAdvisor but the order has already been cancelled directly on Jet. We update the order cancellation as "Failed" with the following error "Order is complete, no new messages accepted".

To complete the cancellation in ChannelAdvisor you will need to select the "Cancel Item" button again but this time select "Do not notify marketplace of cancellation". This will update the cancellation as "Successful" in ChannelAdvisor and remove the error.

No votes yet

return to menu

How can I bulk update orders and not notify the marketplace?

This is a new function that allows you to update your orders without notifying the marketplace.

This can be useful if you do not integrate your shipping with ChannelAdvisor or if an order needs to be updated outside of ChannelAdvisor and you want the order to be updated within ChannelAdvisor.

Steps:
This can be done using the shipping/tracking upload feature. Here's how to accomplish this:

Step 1: Visit the new sales/orders page and verify your filters are configured to view only unshipped orders or shipments. Click on the export button.
Step 2: Select "tracking upload" as the file export type. This will give you a file that's in the same format needed to upload back to us.
Step 3: Open the file and delete every column except for the Invoice Number. Add a new column called "PreventSiteprocessing". Set the value for each record to "TRUE".
Step 4: Upload the file via the normal shipping/tracking upload process. Each order will be marked as shipped, and because PreventSiteProcessing was specified in the file, we will NOT notify any marketplaces of these shipped orders.

The template and other details on how to upload this type of file can be seen here:
http://ssc.ChannelAdvisor.com/howto/import-shipping-and-tracking-file-template

No votes yet

return to menu

How long are invoices kept in Sales > Orders/Transactions > Orders view?

In My Account > Account Settings > Archived Settings view, the option selected for the "Archive Inactive Orders After" field determines how long the orders remain in the view. You have the option to configure 4, 8, or 12 months. By default, this is set to "4 months".

The order will be archived (removed) from this view after above selected time frame passes where no activity is logged on the order. You can see the activity log for an order through the following methods:

1. In Sales > Orders/Transactions > Orders view, you will click on the "dollar sign" icon in the "Commands" column.

2. In the orders' detail page, you will want to look at the "Activity Log" section.

No votes yet

return to menu

In the All Orders view, how are the time frames determined for the Needing to Ship default filters?

The Needing to Ship default Filters work by looking at the time the Payment cleared and if the order is not shipped while in the 24 hours it will then be in Need to Ship 1 Day.

Then if it goes past 24 hours from when the Payment Status Date was edited it would go to Needing to Ship (2-3 days). So in effect that will be anything over 24 hours and under or equal too 72 hours.

The Needing to Ship (4-7 days) is greater the 72 Hours but less than or equal to 168 hours. And then the Needing to Ship (7+ days) is for any order not shipped after 168 hours.

No votes yet

return to menu

How do I require a phone number for PayPal orders?

You will need to adjust your settings in your PayPal account in order to require telephone numbers for PayPal orders. To do this:

1. Log in to your PayPal seller account.
2. Under "Hosted Payment settings" click "Website Payment Preferences".
3. In the "Contact Telephone Number" field set it to on (required or optional).
4. Click "Save" button.

No votes yet

return to menu

How can I find out which checkout report an archived order is on?

Please submit a support case with the order ID, as well any additional information available, such as buyer name, address, email.

You can contact support here:

http://ssc.ChannelAdvisor.com/support

No votes yet

return to menu

The SellerFulfillmentID provided for XX of your Amazon orders is invalid

Error received in ChannelAdvisor Message Center:

The SellerFulfillmentID provided for XX of your Amazon orders is invalid. Please correct the SellerFulfillmentID for the following orders and we will attempt to resend them to the marketplace:


The Seller Fulfillment ID must be 1 to 20 digits long and can only contain numerical digits. If you are sending us letters or anything else then we will throw this error.

Your rating: None Average: 1 (1 vote)

return to menu


Enter Keywords:
Get Started with Support
  1. Subscribe to System Alerts
  2. Release Notes
  3. Join the Forum Community
  4. Keep up to date with industry news via Our Blogs
  5. Follow us:  Twitter, Facebook and Youtube