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 »

Sales Questions

Why is Google Checkout not working when I preview my checkout from CA Complete?

Google Checkout is not supported for the checkout preview feature in CA Complete currently.

Can I split a completed Amazon order in CA into multiple orders?

In practice, there really should not be any scenarios where you will need to split an Amazon order once it is in your ChannelAdvisor account. However, there it still is possible to do.

Once an order is on our system and it is set in a checkout complete status you are unable to edit the invoice. You will have to select the order and click "Re-open Checkout" in the All Sales view to edit it. Please note if the order has already ran on a checkout report, reopening the checkout will remove the flag that the order ran on a checkout report. Therefore if the order meets the requirements to run on a checkout report again, it will run on a checkout report again. You will want to ensure that you do not double ship an order in this case.

Once the checkout is open again, you can view the details of the order and see the line items that can be selected with options to split to new invoice. This will put the item on a new invoice with a CA order id. However, the new order in our system will not be able to update Amazon with shipping confirms and refunds. You will have to perform this manually in your Amazon account.

How do I contact PayPal to disable the PayPal Superblock (PFEI Block)?

The PayPal Superblock (PFEI block) should not be used effective 12/6/2010 and should be removed from any account that previously used it.

The PayPal Superblock (PFEI block) is known to prevent a buyer from completing the immediate payment process on eBay. If an item is submitted and the PayPal account has this block enabled, it will prevent all buyers from completing the payment process which means that no buyers can complete the purchase of your item.

If you are using immediate payment or moving over to the eBay Checkout, you need to contact PayPal at payments-block@paypal.com with a subject line of "PFEI Block" and have them remove the PFEI block from your PayPal account.

Why doesn't my date filter in the Sales > Checkout Reports page work properly?

When creating a filter for Report Date in Sales > Orders/Transactions > Checkout Reports the date must be in the same format as on the report for the start date and end date.

For example instead of using 02/15/2011 (European date format), you'll want to use 2/15/2011 (US Date format).

How do I combine orders into one invoice in my account?

You can combine your orders manually from your Sales > Orders/Transactions > All Sales view. From that view, select the orders that you wish to combine and click the "Merge Invoices" button located in the toolbar at the top of the page. You can then select a target invoice you would like all of the invoices to be added to and click the "Save and Exit" button. All of the items from the orders you originally selected will be added to the target invoice you chose.

You will not be able to combine invoices if one or all of them are checkout completed. If the orders you wish to combine are marked as completed checkout, then you must reopen checkout first in order to combine.

Warning: Manually merging invoices is not supported with eBay. eBay sends us the combination rules when they transmit the payment information, and the invoices will be combined at that time, based on whether the buyer pays for their items in a single transaction. Any unpaid invoices that are manually combined in ChannelAdvisor's All Sales view will enter a state where they can no longer be automatically updated with the payment information from eBay.

How do you prevent inventory from restocking after cancelling a sale?

At this time, there is no way to prevent inventory from being re-stocked when a sale has been cancelled.

In the sale cancelation process, inventory is automatically added back in each product's quantity. You will need to note the products attached to the order before cancelling, as well as what their quantities are. (This can be seen directly in the Sales > Orders/Transactions > All Sales view. Simply examine the "SKU" and "Qty" fields.) After you have canceled the order, you will want to locate the SKU in Inventory > Products > All Products, and manually edit the SKU's quantity, removing the appropriate number.

Why do my shipping tracking files error in the FTP?

When you upload order tracking files into the Orders sub-directory on the FTP, you could receive errors if one or more of the following are incorrect.

1) File information: be sure the upload contains the proper values for Shipping Carrier and Class Codes. These codes can values can be found in your account here:

Sales> Shipping> Account Shipping Carriers> "Create Class" header

2) File Format: The Upload Manager expects uploaded files to correspond to the default delimiter setting. If your account is set to use pipe delimited files, the system expects pipe delimited files in FTP and is unable to read tab delimited files.

The delimiter setting is on the Inventory > Settings > FTP/HTTP Settings page when you "Edit" the Inventory settings. It's called "Account Flat File Default Type".

Will the eBay checkout abide by the setup of my eBay exclusion list on eBay?

The eBay checkout will use the shipping rules as set in the your eBay shipping setup. If you have your exclusion list setup to not ship to Germany, then the ebay checkout in CA Complete will follow the same rules.

Can I refund an Amazon order for the full amount more than once?

If you requests that more than one refund is processed for an order, the system will request more than one refund be processed by Amazon.

This can cause multiple refunds to be processed for the same order. We have some safety measures in place to stop this if you accidentally submit the same refund twice within 5 minutes. However outside that time period more than one can go through.

However we advise you to be careful when refunding and check the order details page to ensure one has not already gone through.

As long as the two refunds are less than or equal to the order total they are valid.

Where is the re-open button for sales now?

Per our release on June 29th, the Re-Open button is no longer on the All Sales view, but rather within the View Details link.

For more details on this morning's release, please review the release notes - http://ssc.ChannelAdvisor.com/news/29-june-2011-release-notes

Does the Dashboard include VAT/GST?

Dashboard information on the graph for GMV is the sum of the line item price that's shown in the All Sales view. Thus, if the user is inclusive on their tax then it will be included in that total. There is no special handling for backing out the VAT/GST in that situation for the calculations.

Can I refund orders that are no longer in the All Sales view?

Unfortunately, this is not possible to do as the order information has already been archived as well as the transaction information needed for the refund.

Please also note that there is normally a time limit in which an order can be refunded with the Payment gateways.
With Paypal for example, you can not refund a transaction older than 60 days.

Is there a way you can record and export values of returns in MarketplaceAdvisor Premium?

This is a way to handle returns using flags.

1. Select the order and begin to create a flag that has been refunded by clicking on the Flag button.

2. In the comments field for the flag, start (or end) the comment with a unique value (Return in this example). (Example: Return 025.00 Cheque sent on 17/08/08).

3. Run a Search for orders that have the unique value (Return) in the Flag.

4. If you want to export all results from the search, select thelink that says Export all Invoice Information.

Otherwise, select only those items you want and click on the
export button.

5. In the exported file you can then run the following formula on the column that has the Flag Description. =MID(D5,8,6)

6. Here D5 is the cell the flag descriptioin is in. 8 says to start at the 8th character. and 6 is to take the next 6 characters.

You can now find out how much and for which orders you've made refunds on.

Note: In referece to Step #2, the reason for placing a 0 is to keep the length of the value the same for all orders. If you refund orders in the 1,000's sometimes, place 2 0's in front. This does not have to be followed if there is no text after the value like in the example.

What do the icons in the "Status" column of All Sales view mean?

On the Sales > Orders/Transactions > All Sales page, here is a list and description for each icon in the "Status" column (in order from left to right):

-Envelope: Winning bidder email notification status.
-Shopping cart: Checkout status.
-Dollar sign: Payment status.
-Box: Shipping status.
-Amazon logo (FBA items only): Order has been shipped by Amazon.
-Star and exclamation point: Dispute status.
-Octagon: Buyer feedback status.

When icon is highlighted, the status is either active or complete. To find more information on the icon, hover your mouse over the icon to have a brief description pop up.

How do I require a phone number for PayPal orders?

You'll 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.

Does ChannelAdvisor charge fees on items that don't complete checkout?

ChannelAdvisor provides extensive services to help our clients bring their products to various electronic marketplaces, increase their exposure to prospective buyers, and position their offerings to maximize orders. Additionally, we provide a checkout function to support our clients' order entry and fulfillment processes. Even so, once a buyer for a specific offering has been identified and contacted, and the checkout has been set up, then a good deal of our service has already been rendered, regardless of whether the buyer and seller actually complete the sale.

When the transaction occurs using CA Stores, our systems have reliable visibility of the entire process. In that instance, we do not bill for orders that do not complete the payment process. However, for listings on other marketplaces, transactions can take various paths, such as offline payments, payment followed by cancellation/refund, etc. Many of these are not necessarily visible to our systems. For that reason, it is not feasible for us to alter our client billing based on how (or whether) a transaction completes.

What order ID is displayed in ChannelAdvisor for Amazon orders?

For Amazon orders the Amazon-generated order ID will be displayed rather than a CA generated order ID number.

How do you file for final value fee credits after canceling a sale?

When you cancel a sale (see http://ssc.ChannelAdvisor.com/howto/ebay-unpaid-items#cancelsale for instructions on how to do so), you have the option of creating a dispute on eBay. Filing disputes are how you request a final value fee credit from eBay. After clicking the "Cancel Sale" button in the instructions on the provided link, follow the wizard to file your dispute.

Why aren't my PayPal orders showing the buyer's billing address?

As is PayPal's standard practice, they do not share buyers' billing information with ChannelAdvisor when sending us order information. This is one of the ways they keep buyer information safe. However, sellers can contact PayPal and have their PayPal account configured to send billing info back to ChannelAdvisor in which case it would appear in our system for PayPal Standard orders.

Will a partial refund to Amazon cancel the sale?

Partial refunds are not intended to cancel the sale and will not so so.

If you cancel an Amazon sale within ChannelAdvisor it will automatically do a full refund to Amazon.

You can find more information on cancelling and refunding Amazon orders at the link below:
http://ssc.ChannelAdvisor.com/howto/amazon-fulfilling-your-sales#Canceling_and_Refunding

Why is 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.

How does ChannelAdvisor deal with Charge when Shipped when a buyer requests a refund for an Amazon order before the order is shipped?

The order will appear as ?paid? in the All Sales view but in actuality the money has not changed hands yet and does not until the order is marked as shipped by CA/Seller on Amazon. Before Amazon sends the order, they will validate the credit card and ensure it is a legitimate order that could be paid for, but then holds off on charging the card until the shipping confirmation arrives.

Amazon always will give a buyer 30 minutes to cancel without any problem. In those cases, the order will never appear in the All Sales view in CA. If the buyer chooses to cancel after 30 minutes then they are told they need to contact the seller directly with the seller's contact information provided to Amazon as part of their account information. In that case, the order still shows in the All Sales view and the buyer/seller have to discuss ?offline? from Amazon to cancel. You can then submit a cancellation via CA to Amazon with a reason of buyer canceled.

Is it possible to include the Invoice Email Date on my invoices?

Unfortunately not, the closest tags that we offer to that would be:

{{INVOICEDATE}} the date the invoice was created
{{MARKETPLACEEMAIL}} the email address of the buyers marketplace id

A tag for the date on which an email was sent to the buyer for an invoice is not available at this time.

How do I stop the e-mails about "a payment has been received outside of your ChannelAdvisor Checkout"?

The notifications that "a payment was received outside of your ChannelAdvisor Checkout" can be disabled by removing the ChannelAdvisor checkout URL from within PayPal's IPN settings. (Prior to the switch to eBay checkout, it had been configured that way to ensure that buyers did not pay outside of CA checkout.)

When you edit the IPN settings in PayPal, be sure to leave the IPN option enabled, but enter "http://www.paypal.com" for the URL.

If PayPal will not allow you to save the page, you will need to contact them to have them remove or change the IPN URL for you. That should stop the notifications. However, the IPN setting should NOT be disabled.

In case you aren't sure how to find the IPN section in your PayPal account, you can follow the steps here:
(US) http://ssc.ChannelAdvisor.com/howto/how-configure-your-paypal-account#ipn
(UK) http://ssc.ChannelAdvisor.com/howto/how-configure-your-paypal-uk-account#IPN

How can a buyer change the payment option they originally selected in checkout?

If your buyer has not completed their checkout yet then they can return to their checkout and go through the process again to select a new payment option.

If they have completed checkout then you will have to re-open the buyers checkout for them. To re-open a checkout go to you Sales > Orders/Transactions > All Sales view, select the invoice for the checkout you want to re-open and then click the "Re-open Checkout" button in the toolbar at the top of the page. You can then redirect the customer back to their checkout to change their payment method.

If the order has already been included in a checkout report, then it could be included in a second checkout report based on your settings if you re-open the checkout. If you do this you will want to watch the order closely so that it is not fulfilled a second time.