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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?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
How do I remove the coupon code box in CA Checkout?
Can I use Best Offer with Immediate Payment?
Is there a Template Tag for Invoice ID that can be used in the Invoice Setting page to display a Barcode?
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 can I display instructions for payment within ChannelAdvisor checkout?
Will all eBay orders appear in CA or just paid eBay orders?
How do I require the billing address to match the shipping address in ChannelAdvisor checkout?
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?
Where can I manage my blocked bidders?
How can the shipping date be added to the email notification's?
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?
When are ChannelAdvisor checkout's 3rd party shipping calculator's rates updated?
How does ChannelAdvisor checkout shipping insurance settings calculate?
How do I require a phone number for PayPal orders?
Why are my orders not updating on the marketplace with the tracking number?
Does ChannelAdvisor support partial shipments with Amazon?
Why are my Amazon FBA orders not on the Checkout Reports?
How long are invoices kept in the All Sales view in ChannelAdvisor?

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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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 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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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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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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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 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.

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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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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.

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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 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

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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 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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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.

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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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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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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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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.

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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.

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Why are my orders not updating on the marketplace with the tracking number?

There are a number of reasons why the tracking numbers may not be updated on the Marketplaces. Usually the main reason for this is that the order has been marked as shipped twice. The order is marked as shipped initially and then the tracking is uploaded at a later point. ChannelAdvisor only submits shipping information once after the order is initially marked as shipped.

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Does ChannelAdvisor support partial shipments with Amazon?

Yes, we support partial shipments through our Amazon integration. A seller should upload the order ID, first tracking number, the SKU and the Qty. We update Amazon. When the next unit goes out, a seller should send another update to us with the order ID, second tracking number, the SKU and the Qty.

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Why are my Amazon FBA orders not on the Checkout Reports?

There are a number of possible caused for this.
1. Ensure you have enabled the Checkout Reports to include externally fulfilled orders.
- To Do this go to Sales > Orders/Transactions > Checkout Reports
- Click on 'Configure Checkout Settings'
- Ensure that the "Include Externally Fulfilled Items in Checkout Reports (e.g. Fulfillment by Amazon)" feature has been enabled.

2. If this has been enabled check that the Checkout report is pulling in all orders, including shipped (FBA orders are imported into ChannelAdvisor Shipped). Check the setting "Payment has cleared, any shipping status" in enabled.

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How long are invoices kept in the All Sales view in ChannelAdvisor?

We keep invoices in the Sales > All Sales view for up to 4 months. This 4 month countdown starts after the last action's date in the Sales Status Log of the order. To view the Sales Status Log, you will want to click the "Dollar Sign" icon under the "Commands" column in Sales > Orders/Transactions > All Sales view. After this 4 months, the order will be removed from the Sales> Orders/Transactions > All Sales view.

To find information on these old orders, you will need to view the checkout report the order ran on in Sales > Orders/Transactions > Checkout Reports view. This is assuming that the order ran on a checkout report.

You may also run a Payment Cleared Report or Payment Cleared Detail Report, which are Marketplace Reports in your "Reports > Create Report" view.

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