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 »
Sales QuestionsWhere do I find the transaction key for my Authorize.net account?Should I disable the WebLink feature in my Authorize.Net account?Why are my Authorize.net transactions failing with improperly formatted results?Can I change Authorize.net/PayPal settings after auctions have been posted?What are the different Authorize.net AVS response codes?Is the shipping rate configured on my posting template what buyers will be charged?How do I override eBay's shipping calculations with a specific shipping amount for one buyer?How can I create a filter to search the All Sales view for a specific supplier code?What payment methods are supported by eBay Checkout?Why won't my checkout messages update in existing checkouts?How can I enable the collection of a buyer's Billing address in ChannelAdvisor Checkout?Why does my Basic Webstore Shopping cart empty out when adding additional items?When will payment and shipping information from eBay be added to my order in ChannelAdvisor?Can I use Best Offer with Immediate Payment?What are some of the differences between the old checkout and the new one-page checkout?How can I display checkout instructions for money order and check type payments?How do I accurately calculate tax for my buyers in eBay Checkout?Searching buyer name in the All Sales viewWhen are Basic Webstore orders created in the All Sales view?Will all eBay orders appear in CA or just paid eBay orders?I allow buyers to pay using specific options. How do I support that with eBay?How do I remove the coupon code box in CA Checkout?Why is my buyer receiving a Shipping Rate Configuration Error in checkout?How do I make the eBay shipping options match the shipping carrier/class options in my ChannelAdvisor account?How can I collect Reseller Ids in checkout and not charge sales tax?
Where do I find the transaction key for my Authorize.net account?
To obtain the Transaction Key: return to menu
- Log into your Authorize.Net account at: https://secure.authorize.net
- Click on "Settings and Profile"
- Under the Security heading, Click on "Obtain Transaction Key"
When obtaining a new transaction key, you may choose to disable the old transaction key.
Step 1: Type in your Secret Answer (the answer to your secret question was configured when you activated your account).
Step 2: To disable the old transaction key, check the "Disable Old Transaction Key" box.
Note: If the "Disable Old Transaction Key" box is not checked, the old transaction key will automatically expire in 24 hours.
Step 3: Click "Submit"
Be sure to store the transaction key in a very safe place. Do not share it with anyone, as it is used to protect your transactions.
Should I disable the WebLink feature in my Authorize.Net account?
MarketplaceAdvisor Premium uses AIM (Advanced Implementation Method). So, yes you can disable the weblink without any problems with the ChannelAdvisor checkout.return to menu
Why are my Authorize.net transactions failing with improperly formatted results?
There several settings in the Authorize.net console which you can set and some of these can cause problems with processing transactions.return to menu
One such setting is called "Encapsulating character".
In the Authorize.net merchant interface you can set this from your Settings & Profiles > Direct Response > Encapsulating Character. You will want to make sure that this is set to blank. If you have any other character entered there then that could cause processing issues.
Can I change Authorize.net/PayPal settings after auctions have been posted?
Yes, you are fine to change this information whenever you would like. Since this is separate from the eBay Listing, customers will come back to our checkout and use whatever settings are currently active.return to menu
What are the different Authorize.net AVS response codes?
The different Authorize.net AVS response codes and what they mean are listed below.return to menu
A = Address (Street) match, ZIP does not
B = Address info not supplied
E = AVS Error
G = Non-US Card Issuing Bank
N = No match on Address or ZIP
P = AVS not applicable for this transaction
R = Retry - system error
S = Service not supported by Issuer
U = Address Info unavailable
W = 9 digit ZIP matches, Address does not
X = Address and 9 digit ZIP match
Y = Address and 5 digit ZIP match
Z = 5 digit ZIP matches, Address does not
Is the shipping rate configured on my posting template what buyers will be charged?
If you are using eBay Checkout or Immediate Payment, yes, the shipping rate configured on the posting template is what your buyers will be charged.return to menu
If you are not using Immediate Payment and you have not transitioned to eBay Checkout, no, your buyers will not be charged the shipping rate configured on your posting template. For CA Checkout, the rate defined on your posting template will only be used for DISPLAY on your eBay listings. Your buyers will be charged the shipping rates that are configured at either the SKU, class, or Global level per the Sales > Shipping > Account Shipping Rates page.
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:return to menu
* 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.
How can I create a filter to search the All Sales view for a specific supplier code?
Go to Sales > All Sales. On the right click on "Create" beside "Filter By". Next give your filter a name create your filter as follows:return to menu
Supplier Code like [Insert supplier code]
For example, if your supplier code was BOSCH, the filter would read:
Supplier Code like BOSCH
Finally click "Save and Exit".
What payment methods are supported by eBay Checkout?
eBay has a list of the accepted payment methods allowed on eBay. return to menu
Please note that not all of these are supported through ChannelAdvisor at this time.
Currently PayPal is fully supported and integrated merchant credit card (IMCC) is planned for the March 2011 update. Other payment methods may be considered for future updates.
More information on the eBay Checkout can be found on the SSC at the links below:
Why won't my checkout messages update in existing checkouts?
To improve performance in checkout we actually pre render checkout messages at the time the checkout is created after the sale. So, when you update your checkout messages the new message will only appear in new checkouts that are created after you made the change. Existing checkouts will still use the old checkout messages.return to menu
How can I enable the collection of a buyer's Billing address in ChannelAdvisor Checkout?
You can enable the collection of the Billing Address by going to Sales > Payments > Other Accepted Payment Methods > click the customize Link to the right > then click the Collect Billing Address in Checkout.return to menu
Why does my Basic Webstore Shopping cart empty out when adding additional items?
The most common cause for this issue is that you are specifying store keys in your custom links throughout your custom html in your store. When navigating through your store, store keys are added to your urls. So, if you click on items in your store and simply copy and paste the url from the browser, you are most likely copying over these store keys in the urls as well. return to menu
If you include the following variable in your URLs:
such as in:
You are trying to reference a shopping cart other than the buyers cart. This key is unique to every buyer, so you will want to make sure you do not hard code a value for this into the links you can use throughout your CA Store. You can just remove the sck=XXXXX from your urls and your urls will still work correctly without referencing a previous buyer session.
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.return to menu
Can I use Best Offer with Immediate Payment?
With the addition of eBay checkout support, we can now properly process the fixed price best offer purchases that are not immediate payment transactions. The functionality to submit fixed price listings with Best Offer and Immediate Payment will be added in the March 2011 update.return to menu
More information on Immediate Payment can be found at the following link:
More information on the eBay Checkout can be found on the SSC at the links below:
What are some of the differences between the old checkout and the new one-page checkout?
1) The Lookreturn to menu
The look and feel of the new checkout is different, more streamlined, and has more prominent eBay-branding.
In old checkout, shipping promotions were not displayed until the final page of checkout.
In new checkout, promotional shipping rate is displayed right away.
3) Rate Inheritance
In old checkout, N/A caused the system to skip over that level and look to the next level up for shipping rates.
In new checkout, N/A will block rates for that carrier. The system will not move up to the next level for rates.
4) Handling Inheritance
In old checkout, handling rates could come from different levels than shipping rates.
In new checkout, handling rates go hand-in-hand with shipping rates and must come from the same level.
5) UPS - 3rd Party Calculator
In old checkout, the calculator uses the daily pickup rate (invoice rate).
In new checkout, the calculator uses the drop off at shipper rate (retail rate).
The retail rate will be higher than the invoice rate.
6) Free Shipping if Buy it Now Box at Item level
In old checkout, if this box is checked and there are no item rates, free shipping is not returned even if the item is BIN.
In new checkout, if this box is checked and there are no item rates, free shipping is still returned.
In old checkout, TBD allowed the buyer to complete checkout and make payment with no shipping rate.
In new checkout, TBD prevents the checkout from being completed.
- The new checkout is much more sensitive to how addresses are entered. Zip codes will need to be accurate or else the buyer could get an error.
- Rates will not be returned when a PO Box address is used, and there are no non-USPS carriers enabled. However, addresses for rural route boxes and other boxes where non-USPS carriers can ship are also being suppressed in the new checkout. (Further improvement is planned to prevent this.)
- If the Free Shipping if BIN box is checked at inventory level, and the item is not BIN, no rate is returned. (Further improvement is planned to prevent this.)
How can I display checkout instructions for money order and check type payments?
There is currently no setting specifically for display instructions in checkout for specific payment types. Instead, you can add this information to your checkout messages. You can view your checkout messages by going to Sales > Checkout > Messages. Here you will be able to add text and HTML at the top of the pages in checkout. It would be best to put this type of information or instructions in the Shipping Carrier Page, Order Confirmation Message, Completed Order Message, and the Order Status Message. return to menu
You can also add information like this to your email templates so the information is available to the buyer there as well.
How do I accurately calculate tax for my buyers in eBay Checkout?
Tax is calculated based on the rates submitted to eBay with the listing or the rates configured in the eBay Tax Table for the account. See the SSC pages on eBay Tax Calculation for more details.return to menu
Searching buyer name in the All Sales view
If you are searching in the Sales > All Sales view for Buyer Name, what happens is that this will search for the name in the billing address section of the order. This field will only be populated if the order was paid for by a credit card. An order for example paid for by Paypal will not be search-able by this field as there is no billing address section filled out for Paypal orders.return to menu
When are Basic Webstore orders created in the All Sales view?
Basic Webstore orders are not created in the Sales > All Sales view until after the buyer has gone all the way through the checkout process and clicked the 'Complete Order' button. This is done because when a sale is created in the Sales > All Sales view, quantity for the SKU's on the order is removed from available quantity.return to menu
If we created the sales in the All Sales view prior to the Complete Checkout button being pushed, buyers could potentially abandon the order and the quantity of the items would be unavailable for other purchases. Unfortunately there is not a way to see these shopping carts before they have fully completed checkout.
Will all eBay orders appear in CA or just paid eBay orders?
All eBay orders, both paid and unpaid, will show in the Sales > Orders/Transactions > All Sales page. Once a buyer wins an auction or commits to buy a fixed price item, an order will be created at eBay and imported into CA. Once the buyer goes through eBay's checkout and pays, payment and shipping information will be updated on the order.return to menu
I allow buyers to pay using specific options. How do I support that with eBay?
eBay has limited the payment options that are considered acceptable for buyers in the eBay Checkout. return to menu
Payment methods other than those specified are not permitted. If you would like to use one of those options allowed by eBay that is not currently supported by ChannelAdvisor, please let us know and we can look at adding support for that additional payment method.
PLEASE NOTE: Using payment methods that are not supported by ChannelAdvisor could result in incomplete payment information imported into your order. All payment methods available on the posting template are fully supported. Payment methods not listed on the posting template should not be manually added to open listings as the buyer information may not be processed accurately.
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.return to menu
Remove any valid coupons from your settings and it will no longer be available.
Why is my buyer receiving a Shipping Rate Configuration Error in checkout?
Why is my buyer receiving a Shipping Rate Configuration Error in checkout?return to menu
This error can come up for different reasons. Going through the following steps will help identify the exact cause:
1) Ensure that the buyer's country/region is enabled in one of the shipping zones.
2) Verify that the buyer is entering a valid address and zip code.
3) Ensure that each sku in the order has a shipping rate configured, particularly for the zone which includes the buyer's address.
4) If there are multiple skus in the order, and are shipping from the same warehouse, ensure that they all have at least one shipping carrier in common.
5) Examine the weight of the items. If using the 3rd party shipping calculator, ensure that all skus have a weight configured and do not exceed the weight limit of your configured carriers.
Once you have made any adjustments, you can do a quick test of the checkout by going to Inventory > All Products view, selecting any sku(s), and hitting the "Checkout Preview" button. This will allow you to go through a test checkout without creating an actual invoice, and you can use the buyer's address to ensure that checkout can now calculate rates.
How do I make the eBay shipping options match the shipping carrier/class options in my ChannelAdvisor account?
Use the new settings tool for eBay Shipping Carrier Mapping to configure the relationships. These will automatically apply to new orders imported after the settings are applied.return to menu
More information on the eBay Checkout can be found on the SSC at the links below:
How can I collect Reseller Ids in checkout and not charge sales tax?
The Reseller settings available on the Sales > Checkout > Configuration page are used to provide the buyer a way to complete the ChannelAdvisor checkout without being charged tax.return to menu
The settings selections are:
1. Do not support Reseller ID collection and verification in checkout.
This is the default selection for all new accounts.
2. Collect and validate buyer Reseller ID's during checkout.
This setting will allow the buyer to enter a reseller ID in the checkout, and that information will be compared against a list of valid reseller IDs given to ChannelAdvisor by the seller and stored in the database. If there is a match based on the reseller ID entered, the buyer will not be charged tax on their order. If no match exists, a warning will be displayed to the buyer indicating the reseller ID is invalid and it will ask them to remove the reseller information.
3. Collect buyer Reseller ID during checkout. Do not validate.
This setting will allow the buyer to enter a reseller ID in the checkout, but that information will not be validated against a list of reseller information. The buyer may enter anything into the reseller field in checkout and no tax will be charged on the order. If the buyer enters incorrect information and receives an order tax free, then the seller must manually reconcile the order directly with the buyer to collect the necessary tax.
4. Cross-reference buyer's email address with a list of valid resellers to waive tax. List must be provided to ChannelAdvisor.
Similar to #2 above, the seller must provide a list of valid reseller ids and email addresses to ChannelAdvisor, however in the checkout the buyer is NOT required to enter a reseller id. With this setting selection the buyers email address used on their purchase will be compared to the reseller list provided to ChannelAdvisor by the seller. If there is a match based on the buyers email address, the buyer will not be charged tax on their order. If no match exists, the buyer will be charged tax on their order.
Sellers wishing to use the reseller functionality can do so by changing this setting, however if either #2 or #4 are selected, they MUST supply ChannelAdvisor with a valid list of reseller information before a buyer will correctly receive a tax free order.