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 can I create a filter to search the All Sales view for a specific supplier code?
How do I override eBay's shipping calculations with a specific shipping amount for one buyer?
Will all eBay orders appear in CA or just paid eBay orders?
What payment methods are supported by eBay?
How can I change the colours on our checkout?
What are some of the differences between the old checkout and the new one-page checkout?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
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 I display instructions for payment within ChannelAdvisor 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?
Where can I manage my blocked bidders?
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 does ChannelAdvisor checkout shipping insurance settings calculate?
How do I get the Google Checkout Badge to appear next to my items?
How do I enable Google Checkout in my ChannelAdvisor account?
eBay Refund error: Permission denied; You do not have permission to refund this transaction
Can I Import 3rd Party orders into ChannelAdvisor?
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 can I create a filter to search the All Sales view for a specific supplier code?

1. Go to Sales > All Sales.
2. On the right click "Create" beside "Filter By".
3. Give your filter a name.
4. Create your filter 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

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

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 > All Sales 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

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 can I change the colours on our checkout?

You can edit the colours by going to Webstores > Checkout > Interface > Checkout Colours. You can see the 3 colour options you can edit for the Checkout.

No votes yet

return to menu

What are some of the differences between the old checkout and the new one-page checkout?

1) The Look
The look and feel of the new checkout is different and more streamlined.

2) Promotions
In old checkout, shipping promotions were not displayed until the final page of checkout.
In new checkout, promotional shipping rate is displayed right away.

3) Rate Inheritance
In old checkout, N/A caused the system to skip over that level and look to the next level up for shipping rates.
In new checkout, N/A will block rates for that carrier. The system will not move up to the next level for rates.

4) Handling Inheritance
In old checkout, handling rates could come from different levels than shipping rates.
In new checkout, handling rates go hand-in-hand with shipping rates and must come from the same level.

5) UPS - 3rd Party Calculator
In old checkout, the calculator uses the daily pickup rate (invoice rate).
In new checkout, the calculator uses the drop off at shipper rate (retail rate).
The retail rate will be higher than the invoice rate.

6) Free Shipping if Buy it Now Box at Item level
In old checkout, if this box is checked and there are no item rates, free shipping is not returned even if the item is BIN.
In new checkout, if this box is checked and there are no item rates, free shipping is still returned.

7) TBD
In old checkout, TBD allowed the buyer to complete checkout and make payment with no shipping rate.
In new checkout, TBD prevents the checkout from being completed.


Known Limitations:

- The new checkout is much more sensitive to how addresses are entered. Zip codes will need to be accurate or else the buyer could get an error.
- Rates will not be returned when a PO Box address is used, and there are no non-USPS carriers enabled. However, addresses for rural route boxes and other boxes where non-USPS carriers can ship are also being suppressed in the new checkout. (Further improvement is planned to prevent this.)
- If the Free Shipping if BIN box is checked at inventory level, and the item is not BIN, no rate is returned. (Further improvement is planned to prevent this.)

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

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

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

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.

No votes yet

return to menu

Where can I manage my blocked bidders?

You can manage your "High Risk"/"Blocked" bidder list by going to your Sales > Customers > Bidder Watch view.

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.

No votes yet

return to menu

How does ChannelAdvisor checkout shipping insurance settings calculate?

In Sales > Shipping > Account Insurance Rates view, you have the following setting:

Use a base insurance rate per order of $X
Add to the insurance charge $Y for each $100.00 of invoice subtotal above $Z

Insurance is calculated as follows:

X
+(((Invoice Subtotal - Z) / 100) Y)
= Insurance Rate

For example:

$1.30 base, $0.90 per extra 100 over $0.01
Invoice Subtotal $300

1.30
+2.70 (((300 - 0.01) / 100) 0.90)
= $4.00 insurance rate

Insurance is a calculation of the base rate plus a prorated amount of the additional insurance based on the additional amount for every 100.00 over a specified invoice subtotal.

No votes yet

return to menu

How do I get the Google Checkout Badge to appear next to my items?

Google provides information on how to do this here:
http://base.google.com/support/bin/answer.py?hl=en&answer=64771

In summary, Google Checkout badges will only appear next to your items in Google Shopping if you're using Google Checkout directly on your own website. If you're using Google Checkout on Google Shopping-hosted item pages, your items won't display Google Checkout badges. If you do have Google Checkout on your own site, please make sure you've met the requirements from Google which can be found in the link provided.

No votes yet

return to menu

How do I enable Google Checkout in my ChannelAdvisor account?

After signing into ChannelAdvisor and selecting your account from the pull-down, go to Webstores > Checkout > Checkout Solutions. This lists the various checkout options. Put a check next to Google Checkout and fill out the required information. More details on how to set up Google Checkout and how to get the information is located here:

http://ssc.ChannelAdvisor.com/content/1494e17e-8cc7-102a-927e-00188b41a534

No votes yet

return to menu

eBay Refund error: Permission denied; You do not have permission to refund this transaction

Error: Failure - Permission denied; You do not have permission to refund this transaction

First ensure that you have configured the proper email address for refunds under Marketplaces > eBay > eBay Settings > PayPal Address. This should be the same email address that you're using on your posting templates.

If the setting is valid, then there is most likely an API issue on the PayPal side that you will need to reconfigure or confirm the settings are accurate. The step-by-step instructions can be found here: http://ssc.ChannelAdvisor.com/howto/configuring-paypal-refunds.

No votes yet

return to menu

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/

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