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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


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 I create a filter to search the All Sales view for a specific supplier code?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
How can I display instructions for payment within ChannelAdvisor checkout?
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?
How can the shipping date be added to the email notification's?
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 can I erase all my item level shipping rates?
How do you update/change the shipping or billing address for an order?
Are the ChannelAdvisor generated invoice ids unique across all posting accounts?
Why aren't my PayPal orders showing the buyer's billing address?
How long is the refund retention period?
How do I combine orders into one invoice in my account?
Why is my current VAT not showing on my printed invoices?
Can I export the Public and Private notes that are associated with my orders?
How can I see what "Refund Reason" I selected for my order(s)?
Can I use a Bundle in the GetOrderList API call?
What does this Order Upload Error mean? " '', hexadecimal value 0x11, is an invalid character. Line 1, position 31."?

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.

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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.

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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.

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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

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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

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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.

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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.

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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.

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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.

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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.

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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 ".

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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.

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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.

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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.

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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.

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How do you update/change the shipping or billing address for an order?

You can change the shipping address by editing the invoice. If you go to the Sales > Orders/Transactions > All Sales view and then search for the order to bring it up in this view, you can click on the "View Details" link which is located right next to the Order ID number under the "Order ID" column.

Then, when you are in the order details page, click on the "Shipping" tab near the top of the page. When you click on this tab, you will be on a page with this customers shipping address. You can then make the necessary updates that you need and then save changes or save and exit.

You will not be able to update the billing address if the payment is marked as cleared. If you needed to change the billing address, you would first have to re-open the checkout by selecting the order ID and clicking the Reopen Checkout button. Then, you can make changes to the billing address. Then, you will probably want to update the status of the order as payment cleared manually. Keep in mind that this may add the order to a second checkout report so make sure you are aware to prevent double shipments.

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Are the ChannelAdvisor generated invoice ids unique across all posting accounts?

No, the ChannelAdvisor invoice ids will always be unique in each posting account. This means that you should never see an order's invoice id repeat in one ChannelAdvisor account. However across ChannelAdvisor accounts, the orders' invoice id could repeat.

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Why aren't my PayPal orders showing the buyer's billing address?

As is PayPal's standard practice, they do not share buyers' billing information with ChannelAdvisor when sending us order information. This is one of the ways they keep buyer information safe. However, sellers can contact PayPal and have their PayPal account configured to send billing info back to ChannelAdvisor in which case it would appear in our system for PayPal Standard orders.

Note that the above only pertains to orders created manually in CA. At no time will a buyer's billing address be imported for eBay orders as this information is not passed to us through our integration with eBay.

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How long is the refund retention period?

The refund data will be visible as long as the order is in the all Sales > Orders/Transactions > All Orders view. The reason sometimes it can be further back than the default 120 days is because the order has been edited in the meantime.

For example: If Order ID 12345 is from 150 days ago but was last updated 20 days ago, it will still be present in the Sales > Orders/Transactions > Refunds page.

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How do I combine orders into one invoice in my account?

You can combine your orders manually from your Sales > Orders/Transactions > All Sales view. From that view, select the orders that you wish to combine and click the "Merge Invoices" button located in the toolbar at the top of the page. You can then select a target invoice you would like all of the invoices to be added to and click the "Save and Exit" button. All of the items from the orders you originally selected will be added to the target invoice you chose.

You will not be able to combine invoices if one or all of them are checkout completed. If the orders you wish to combine are marked as completed checkout, then you must reopen checkout first in order to combine.

Warning: Manually merging invoices is not supported with eBay. eBay sends us the combination rules when they transmit the payment information, and the invoices will be combined at that time, based on whether the buyer pays for their items in a single transaction. Any unpaid invoices that are manually combined in ChannelAdvisor's All Sales view will enter a state where they can no longer be automatically updated with the payment information from eBay.

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Why is my current VAT not showing on my printed invoices?

The VAT settings at the time the invoice was created is what will show for that invoice. If VAT settings are changed then only new invoices will use the new setting.

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Can I export the Public and Private notes that are associated with my orders?

Yes this is possible.

1)Navigate to Sales > Orders/Transactions > Orders.

2)To do this you will need to be viewing the new layout of the All Sales area. See Screenshot: http://prntscr.com/5yk9zx

3)Select the Columns button and make sure "Private Notes" and/or "Public Notes" is added to the list of visible columns.

4)Select the orders you wish to export and click the export button.

"Private Notes" and/or "Public Notes" will be included on the export

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How can I see what "Refund Reason" I selected for my order(s)?

To see the refund reason you chose for a specific refunded order, navigate to Sales > Orders/Transactions > Refunds.

Make sure the column "Refund Reason" is visible. If this column is not visible, you can add it by selecting the Columns button. Once visible the refund reason will display adjacent to the Order ID.

The Refund Reason field can also be included in an export.

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Can I use a Bundle in the GetOrderList API call?

Unfortunately, bundles are not supported currently in the GetOrderList API call. It is just standard SKUs currently. This is something that may be added in the future but currently is not support. You can get full details of the GetOrderList API call here:

http://developer.ChannelAdvisor.com/display/cadn/GetOrderList

You can however use bundles in REST API. The GET /v1/OrderItems(id)/BundleComponents, this call can retrieve all bundle components that comprise an order item. If you want more information on rest API please navigate to the link below:

http://developers.ChannelAdvisor.com/rest/

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What does this Order Upload Error mean? " '', hexadecimal value 0x11, is an invalid character. Line 1, position 31."?

When uploading an Order into ChannelAdvisor, If you see this Error: '', hexadecimal value 0x11, is an invalid character. Line 1, position 31" after uploading, it means that Excel format is not supported. The file must be saved as tab delimited:

http://ssc.ChannelAdvisor.com/howto/sales-and-fulfillment/bulk-order-upload

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