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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


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 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 do I require the billing address to match the shipping address in ChannelAdvisor checkout?
Is there a Template Tag for Invoice ID that can be used in the Invoice Setting page to display a Barcode?
How do I override eBay's shipping calculations with a specific shipping amount for one buyer?
Can I mix shipping rate calculation methods in a single zone with ChannelAdvisor checkout?
How can the shipping date be added to the email notification's?
What are the correct abbreviations for my shipping carriers?
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?
Why is the payment status of my order not updating from "Deposited" to "Cleared"

Can I upload Private or Public Notes to the Sales area of the UI?
Is it possible to display the Invoice ID on the Invoice Preview?
Can I merge paid/unpaid eBay invoices?
Can I Import 3rd Party orders into ChannelAdvisor?
Refund error: "You do not have a verified ACH"
How do I edit the customer's telephone number on the invoice?
Why are my Amazon orders importing with the shipping status "Third Party Managed"?
How can I export my tracking numbers?

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 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 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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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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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 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 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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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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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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Why is the payment status of my order not updating from "Deposited" to "Cleared"

The checkout report settings is what prevents an order from being updated to "Cleared".

If you are using "Any payment status, not yet shipped.", when a checkout report is run for an order, that prevents any further updates to that order. With this setting configured, every time an order comes in and the checkout report runs, orders will never get updated to paid.

You will need to change this setting to the recommended "Payment has cleared, not yet shipped."

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Can I upload Private or Public Notes to the Sales area of the UI?

No unfortunately that is not possible through an upload.

The public and private notes can only be exported in bulk but not uploaded in bulk.

Private and Public notes can only be added to orders manually via the User Interface.

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Is it possible to display the Invoice ID on the Invoice Preview?

No, this is not possible.
The invoice ID is an internally generated number that cannot at this time be displayed on the invoice/invoice preview.
All actions for the order should be possible with the Order ID.
If you are having any difficulties however, please open a support case and we can investigate your specific scenario.

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Can I merge paid/unpaid eBay invoices?

When an invoice is marked as paid, it can not be merged with another invoice paid, or unpaid. The error received is:

"Cannot update invoice when payment is cleared"

It is also not recommended to merge any unpaid eBay orders. eBay's checkout will combine multiple orders by the same buyer if that buyer chooses to pay for them together. Combining them in CA before eBay does so will interrupt the order update process between eBay and CA, which can lead to errors in your Message Center and payment information not properly updating in the All Sales view.

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Can I Import 3rd Party orders into ChannelAdvisor?

Yes, this is possible through the use of our API.
Please see here for additional information on this process:
http://developer.ChannelAdvisor.com/display/cadn/SubmitOrder

Alternatively we do have some partners that would be able to assist with this integration.
A list of these can be found here:
http://www.ChannelAdvisor.com/partners/current-partners/

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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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How do I edit the customer's telephone number on the invoice?

To change the customer's telephone number on the invoice, go to the Sales > Orders/Transactions > Orders page and open the order that you want to update. On the next screen, click on the pencil icon next to the "Shipping" section to update the Daytime Phone and/or Evening Phone.

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Why are my Amazon orders importing with the shipping status "Third Party Managed"?

Third Party Managed Orders - For any accounts that are managing their orders by sending updates to Amazon through a system other than ChannelAdvisor, Amazon orders imported into ChannelAdvisor will reflect "Third Party Managed" in the shipping status.

This clears the quantity from any pending shipment filters in our system. Any updates made to these orders on tracking, refunds or cancellations in ChannelAdvisor will not be communicated to Amazon.

To see if your orders will import as Third Party Managed, go to the Marketplaces > Amazon > Settings page. If the "Do you want to use ChannelAdvisor for fulfillment?" setting is set to "No, I have a direct or third party integration and will send shipment, cancellation and refund notifications to Amazon outside of ChannelAdvisor." then the orders will import as Third Party Managed.

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How can I export my tracking numbers?

To export your tracking numbers - navigate to Sales > Orders/Transactions > Shipments. You can see here there is a Tracking Number column available and will display values for all Shipped orders. Select the orders you want to export and then select the export button.

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