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


What are the different Authorize.net AVS response codes?
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?
Can I mix shipping rate calculation methods in a single zone with ChannelAdvisor checkout?
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?
How can I create a filter to search the All Sales view for a specific supplier code?
What payment methods are supported by eBay?
How do I override eBay's shipping calculations with a specific shipping amount for one buyer?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
Can I use Best Offer with Immediate Payment?
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 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?
How can I erase all my item level shipping rates?
What are the correct abbreviations for my shipping carriers?
How do you update/change the shipping or billing address for an order?
Can the ChannelAdvisor generated invoice id be altered?
How to identify orders consolidated by the Order Consolidation Setting for eBay
Does ChannelAdvisor support the "Wait to Ship" status in Paypal as part of Paypal's Seller Protection on eBay program?
How do I require a phone number for PayPal orders?
What is the easiest way to print multiple invoices for a particular buyer?
Why is my current VAT not showing on my printed 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

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 CA-configured carrier and class options rather than generic names (i.e. eBay - Standard, eBay - Expedited, etc.), you will need to configured your eBay Shipping Mappings under Marketplaces > eBay > eBay Settings > eBay Order Import Processing. 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 CA 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

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

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.

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

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

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

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

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

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 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

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 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

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

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

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 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.

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 to identify orders consolidated by the Order Consolidation Setting for eBay

Orders that have been affected by the Order Consolidation Setting automatically have an "OrderConsolidated" tag applied to them. The following steps can be used in our new Orders page to identify all orders that have this tag.

1. Go to Sales>Orders/Transactions>Orders
2. Make sure you're on the new interface for this page. You can confirm this by looking for a link at the top-right saying "View old version of this page". If you're using the old interface, the link on the right side will say "Switch to new page".
3. Click the "Columns" button, then add the "Private Notes" field to the selected columns.
4. Add "Order Tag" as a search field, and filter for tags that contain the text "OrderConsolidated".
5. This will return a list of consolidated orders. The Private Notes column shows the date and a list of invoices that were consolidated into each order.

No votes yet

return to menu

Does ChannelAdvisor support the "Wait to Ship" status in Paypal as part of Paypal's Seller Protection on eBay program?

Yes, ChannelAdvisor does support the "Wait to Ship" status in Paypal, and we do this automatically for sellers.

When PayPal flags an order as "Wait to Ship", that order will not be marked as Payment Cleared in ChannelAdvisor until PayPal updates it. Thus, sellers should wait to ship an order until it has been marked as Payment Cleared in ChannelAdvisor.

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

What is the easiest way to print multiple invoices for a particular buyer?

The easiest method is within the "All Sales" view to sort by winning bidder, print the invoices together, so you can ship the item(s) together.

No votes yet

return to menu

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.

No votes yet

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