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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


What are the different Authorize.net AVS response codes?
Will all eBay orders appear in CA or just paid eBay orders?
Is there a Template Tag for Invoice ID that can be used in the Invoice Setting page to display a Barcode?
What payment methods are supported by eBay?
How can I display instructions for payment within ChannelAdvisor checkout?
How do I override eBay's shipping calculations with a specific shipping amount for one buyer?
How do I require the billing address to match the shipping address in ChannelAdvisor checkout?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
How can I create a filter to search the All Sales view for a specific supplier code?
Can I use Best Offer with Immediate Payment?
Can I mix shipping rate calculation methods in a single zone with 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?
What are the correct abbreviations for my shipping carriers?
When are ChannelAdvisor checkout's 3rd party shipping calculator's rates updated?
Can you edit ChannelAdvisor custom shipping carrier names?
How can I erase all my item level shipping rates?
My invoices will not print on separate pages, what am I doing wrong?
Refund error: "You do not have a verified ACH"
Are the ChannelAdvisor generated invoice ids unique across all posting accounts?
How long is the refund retention period?
How do I remove a shipping charge from an Amazon order?
How can I extract archived orders?
How do I add/change the Invoice Image on my invoices?

What are the different Authorize.net AVS response codes?

Authorize.net's Address Verification Service (AVS) response codes are documented here on their support site:

http://support.authorize.net/authkb/index?page=content&id=A649

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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 > Orders 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.

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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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What payment methods are supported by eBay?

eBay has a list of their accepted payment methods here:

http://pages.ebay.com/help/pay/accepted-payment-methods.html

Please note that not all of these are supported through ChannelAdvisor at this time. Currently, the following methods are available:
1) PayPal is fully supported and that is the preferred payment method for eBay checkout.
2) Integrated Merchant Credit Card
3) Offline Manual Payment Method

More information on how to set up these payment methods can be found on the SSC at the links below:

https://ssc.ChannelAdvisor.com/howto/configuring-ebay-payment-methods

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

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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 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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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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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 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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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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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 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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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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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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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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My invoices will not print on separate pages, what am I doing wrong?

The most common cause of this issue is not having the code correct on the Webstore > Checkout > Invoice Settings page.

Using the:

<DIV style="{{PAGEBREAK}}page-break-inside:avoid">

tag should get it to render properly, by telling the system to put a page break after every invoice except the last one (or it'll print an extra blank page every time). You just need to make sure that at the end of your invoice HTML you close the same 'div' with:

</DIV>

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Refund error: "You do not have a verified ACH"

This error is returned directly from PayPal. Generally, this refers to an issue with the setup between PayPal and your bank. You will need to contact PayPal for more specific information as to how to address the issue.

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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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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 remove a shipping charge from an Amazon order?

You can create a partial refund for the order within the Sales > All Sales view by clicking "View Details" and then click "Refund Item".

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How can I extract archived orders?

Invoices not actioned in 4 months* (by default) are archived and can be found in the checkout reports in Sales > Orders/Transactions > Checkout Reports.

You can tick up to 500 Checkout Reports at a time and press download to download the reports. You can use a freeware (like Free File Merge http://download.cnet.com/Free-File-Merge/3000-2064_4-10559926.html) to combine those into one very large report if you wish. The checkout reports Are available for 3 years..

*The period an order is available can be adjusted to 4, 8 or 12 months by going to My Account > Account Settings > Archive Settings.

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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.

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