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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 
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Orders/ Transactions 
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Shipping 

Sales Questions


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?
How can I display instructions for payment within ChannelAdvisor checkout?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
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?
Is there a Template Tag for Invoice ID that can be used in the Invoice Setting page to display a Barcode?
How can the shipping date be added to the email notification's?
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?
When are ChannelAdvisor checkout's 3rd party shipping calculator's rates updated?
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."?
How do I update an order to pull in payment information from eBay?
Why aren't my Amazon FBA Orders being created in CA?
Does ChannelAdvisor auto archive invoices?
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)?
How can I set the Order Retension value over the standard 120 days?
Why is my eBay order not showing as paid when PayPal reports that it is?

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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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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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 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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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 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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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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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 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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How do I update an order to pull in payment information from eBay?

For various reasons, an invoice can be imported from eBay without the payment information. Previously you needed to contact Support to re-scan an invoice against eBay's information, but now this feature is now available through the UI.

- In All Sales view, locate the order that was not updated to show the correct payment status.
- Click on "View Details" to view the invoice information.
- Hit the "Update From eBay" button to start the re-scan process for that invoice.
(You will need to be viewing this page in the new format to see this button.)

The checkout for the order must still be open for this order reconciliation to work. Also, please note that this method can only be used for individual invoices at this time, and not in bulk.

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Why aren't my Amazon FBA Orders being created in CA?

In order for ChannelAdvisor to import Fulfillment By Amazon order files, our system must manage at least 1 FBA listing.

Keep in mind that we cannot pull in an order until Amazon make the Order available for us. An order needs to be Shipped as FBA before it is imported into ChannelAdvisor and can take up to 48 hours before the order is pulled in after shipment,

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Does ChannelAdvisor auto archive invoices?

Yes, orders are automatically archived. The length of time before an order is archived can be set to 4, 8 or 12 months. This setting is controlled from the My Account > Account Settings > Archive Settings page. The countdown to archiving an order restarts with any activity on the order, including marking it as shipped, processing a refund, or adding comments.

Details of archived orders can be found in either the Checkout Reports, or Report Center. Checkout reports are available for 3 years after the order date. Order information in the Report Center is not removed.

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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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How can I set the Order Retension value over the standard 120 days?

This allows you to extend the amount of time ChannelAdvisor retains the orders in your Sales > Orders/Transactions > Orders page. The limit used to be 120.

Please note: Once this is enabled past removed orders will not be re added.

Steps:
1. Go to My Account > Account Settings > Archive Settings
2. Go to Orders area
3. Set the Archive Inactive Orders After
4. Click Save and Exit

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Why is my eBay order not showing as paid when PayPal reports that it is?

If you find an order whose payment has not updated in ChannelAdvisor, but PayPal shows that the payment has cleared successfully, please check the status of the order in your eBay account. With eBay orders, ChannelAdvisor doesn't receive any order information directly from PayPal. The order you see in your All Sales view is simply mirrored from eBay's system.

If you find that the order in eBay's system is also not updated with the proper payment information, please contact eBay's support team to determine why there is a mismatch between eBay and PayPal. Once the order at eBay is updated to complete, you should see the order in ChannelAdvisor update as well.

If you find that the order in eBay's system is updated with the proper payment information, please submit a support case to determine why ChannelAdvisor is not reflecting that payment.

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