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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


Getting error "Authorization to Server failed"when trying to update inventory with StoneEdge Order Manager Inventory sync feature. How do I fix this?
Will deleting a sku affect an order in progress?
How can I view all of my orders in the All Sales view for a specific country?
Can I create a shipping method for customers that has a limit on the weight and a flat shipping rate?
How do I cancel an eBay sale?
How can I retrieve my checkout reports in .csv format via FTP?
How can I create a filter in the All Sales view to show "Sales for the Past X Days"?
I want to stop selling on ebay but I have open eBay listings, what can I do?
Is it possible to not send an email for Gift Card Premium Webstore Orders?
How can I create a manual order in CA?
$0 Credit Card SAP Orders not Importing
Where can I find the planned system release dates?
How can I change my address on the invoice?
How do I filter out Multi Channel FBA (MC FBA) orders in Shipworks?
How can I map Rakuten.com Marketplace Standard/ Expedited shipping options correctly?
How can I easily print address shipping labels for my parcels?
How do I change the Shipping Information link to point to my shipping Topic?
Is there any way to flag orders that are Amazon FBA orders so that they don't get included in orders to ship in Shipworks?
Why do Rakuten.com order IDs in shipworks not match the Rakuten.com order ID?
I turned off the UPI Assistant on eBay. Why am I seeing errors?
How long do I have to file a dispute for an eBay order?
Does ChannelAdvisor automatically withdraw eBay UPI Disputes?
How do I import my shipping tracking numbers from UPS WorldShip?
How to set up UPS Worldship Integration within ChannelAdvisor

Getting error "Authorization to Server failed"when trying to update inventory with StoneEdge Order Manager Inventory sync feature. How do I fix this?

Firstly please check that StoneEdge has been given authorization to your account. You can verify this on the My Account > Developer Network > Account Authorizations page.
According to the help documentation on the StoneEdge site you need to use the PID rather than the API Account ID in the setup. See below:
http://www.stoneedge.com/help/OM_DOC/Shopping_Carts/Channel_Advisor/Setting_up_Channel_Advisor.htm
Please use your PID as the account profile ID for StoneEdge and see can you upload the details then.
Senior support need to also give access for the developer key so the client should be set to try and upload again.
If this is still not working please clarify with StoneEgge which account ID you should be using and escalate to senior support to investigate further.

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Will deleting a sku affect an order in progress?

If a delete request comes in for a sku allocated on a marketplace an error will occur. However if the sku is not allocated, the sku will still be deleted. When a sale is made, the necessary sku information is stored in the order record so the information will be retained. Just as making changes to a sku after an order is started will not change the information on the order, deleting a sku after an order is started will also not affect the order.

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How can I view all of my orders in the All Sales view for a specific country?

Go to the Sales > "Orders/Transactions" > All Sales view.
On the right click on "Create" beside "Filter By".
Next give your filter a name create your filter as follows: Country Code like XX
Where XX is the country code, for example US, GB, FR, etc.

In the details select "Buyer Region Code" "=" "XX"
Where XX is the ISO country code as used in the filter name.

A list of commonly accepted ISO country codes can be found here:
http://www.iso.org/iso/country_codes/iso_3166_code_lists.htm

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Can I create a shipping method for customers that has a limit on the weight and a flat shipping rate?

Unfortunately, this is not possible at the moment. The reason this cannot be done is because we need to use eBay's checkout and so are limited to using their available shipping options. I would suggest contacting eBay about possible updating their shipping preferences to allow this.

Example:
-Available on orders up to 4.0 lbs
-Shipping rate of $9.95 per order

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How do I cancel an eBay sale?

The proper procedure for cancelling an eBay sale depends on the payment/shipping status of the order:

1. Unpaid orders

- Go to Sales > Orders/Transactions > All Sales.
- Select the order.
- Click "Cancel Sale".
- Choose "Create a Dispute using the following reason"
- Choose a reason.
- Leave the Checkout Status set to "Yes, leave the Checkout enabled...".
- Click "Save and Exit".

This will file a dispute for the order and leave the order open in CA until that dispute at eBay closes. Once that is done, the order in CA will cancel automatically. This process is best for unpaid items because technically, as long as the dispute is open at eBay, the buyer can pay and if they do so while the order is cancelled in CA, the payment will fail to import.

2. Paid orders that are unshipped

- Go to Sales > Orders/Transactions > All Sales.
- Select the order.
- Click "Cancel Sale".
- Choose "Create a Dispute using the following reason"
- Choose a reason.
- Leave the Checkout Status set to "No, disable the Checkout...".
- Click "Save and Exit".

This will file a dispute at eBay and cancel the order in CA, removing it from your Ready to Ship filter and preventing it from importing into any third-party fulfillment software you might be using.

3. Paid orders that are already marked as shipped

You can actually use either method here. Either way, the dispute will be sent to eBay and if the order is paid and shipped, the order shouldn't be appearing incorrectly in any filter/fulfillment system.

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How can I retrieve my checkout reports in .csv format via FTP?

You can set this up for going to the Sales > Orders/Transactions > Checkout Reports view. In this view, click on "Configure Checkout Report Format Settings". Next select the check box called "Make CSV Format available via FTP". Finally click "Save Changes". Your checkout report will be generated according to the settings on the Sales > Checkout > Configuration page. You can use your FTP login credentials to access these reports on the FTP location.

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How can I create a filter in the All Sales view to show "Sales for the Past X Days"?

Using the following steps, you can create a filter to see sales in the past x number of days (instead of using the defaults of 14 or 30)

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:

Invoice Date >= {{TODAY}}-X
**where X is the number of days you want to search on

5. Click "Save and Exit".

For instance, for sales within the past 65 days:

Invoice Date >= {{TODAY}}-65

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I want to stop selling on ebay but I have open eBay listings, what can I do?

To stop selling on eBay you will need to complete the following in order:

1. Go to Marketplaces > eBay > Product Mapping > Ad, set the page size to 500 (bottom right corner of page), select all and click "Remove Schedule". This will stop new ads posting.

2. Go to the Marketplaces > eBay > Performance > Open Listings view, set the page size to 500 (bottom right corner of page), select all and click "Withdraw Listings". Complete this process for all open listings until there are 0 open listings in this view. This will remove any currently open eBay listings.

3. Ensure that all eBay orders in the Sales > Orders/Transactions > All Sales view are completed as these will not be updated once you complete step 4.

4. Once the above are all completed, go to Marketplaces > eBay > Settings > eBay Settings > eBay Credentials > Modify, and un-select all the checkboxes under "Available eBay Marketplaces" and click "Save".

Once all of the above are completed in that order, you will no longer be able to list items to eBay nor invoice eBay orders. Please ensure that this is exactly what you want to achieve before continuing.

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Is it possible to not send an email for Gift Card Premium Webstore Orders?

Unfortunately no, because there is currently not a way to differentiate between gift cards orders and regular premium webstore orders in terms of email notifications.

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How can I create a manual order in CA?

- Go to Inventory > Products > All Products.
- Select the SKU(s) you wish to include in the order.
- Click More > Create Sale.
- Choose your desired payment option. Note that if you choose to process the payment yourself outside of our system, you will need to enter the buyers full shipping/billing information.
- Choose the quantity of the SKU(s) and make any price adjustments needed, including adding a shipping cost.

Once you click proceed, the system will take you to the newly created sale. The marketplace on the order will show as "Checkout Direct" if you chose to send the buyer a link to checkout or as "Manual Order Entry" if you opted to manually enter their information.

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$0 Credit Card SAP Orders not Importing

SAP orders that are $0 due to gift cards or other promotions are marked as a credit card transaction but do not have an associated card. Typically credit card orders come across as CREDITCARD-VISA but on those orders we're seeing CREDITCARD. Because of this, the CA message center will have this error message:

Payment method not mapped for Premium Webstore 'Merchant Overstock' Collapse
Premium Webstore order S-XXXXXXX is failing because CREDITCARD payment is not mapped. Please verify your payment options are correctly mapped in the Premium Webstores Setup Guide.

Solution:
In Webstores > Premium Webstores > Overview >> SAP name >> Payment Options, map "CREDITCARD" to VISA. This imports the orders without problem.

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Where can I find the planned system release dates?

The release notes for all updates as well as the update schedule can be found here: http://ssc.ChannelAdvisor.com/news/release-notes

The Schedule for the current year can be found under the header 'ChannelAdvisor Software Updates'.

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How can I change my address on the invoice?

The address on an invoice is normally pulled from the template tag {{Company Name}}. This data is pulled from the My Account > Company Setup section.
However, if you change the address here and the address does not change in the invoice you may want to look at the Invoice Settings section. This is under the Webstores > Checkout > Invoice Settings, the address maybe hard-coded into the Invoice and needs to be changed here.

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How do I filter out Multi Channel FBA (MC FBA) orders in Shipworks?

With the April 16, 2013 release, sellers can have non-Amazon orders fulfilled via FBA in a process called Multi Channel FBA (MC FBA). In order to not include these orders in Shipworks, sellers need to set up their Shipworks application to exclude ?ChannelAdvisor Fulfilled By Amazon? orders. To edit an existing filter, or create a new one with that condition, choose Manage -> Filters.

The April 16, 2013 release notes can be found here; http://ssc.ChannelAdvisor.com/news/16-april-2013-release-notes

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How can I map Rakuten.com Marketplace Standard/ Expedited shipping options correctly?

The Rakuten.com shipping methods, like the Amazon shipping methods, are presented so the seller knows the shipping level chosen by the buyer (i.e. Standard, Expedited, etc).

It's up to the seller when they mark this order as shipped to update the shipping carrier/method on the order to a valid shipping carrier and method.

These shipping options are setup on the Sales > Shipping > Account Shipping Carriers page. The carriers/methods set up there can then be mapped using the Rakuten.com Shipping Mapping page if necessary (this is required for custom shipping carrier and methods the seller might set up that aren't already defined by our system. This is to ensure we don't send 'Other' to Rakuten.com if the seller happens to set up their own UPS/USPS/FedEx/etc method).

To Map the Shipping option on Rakute.com go to Marketplaces > Rakuten.com Shopping > Settings > Rakuten.com Shopping Settings > Shipping Mappings. In here you will see Rakuten.com's shipping options and your ChannelAdvisor Shipping options. You will be able to map these options together.

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How can I easily print address shipping labels for my parcels?

Most retailers use integrated stationary allowing them to peel the address label off the invoice. This will require changing the layout of the invoice page in ChannelAdvisor at Sales > Checkout > Invoice settings
You can also use a third party solution to do this for you automatically, if you feel that modifying the html is too complicated. Aimco software can help you with this:

http://www.aimcosoftware.co.uk/packingpartner.html

Alternatively; some retailers use adhesive plastic sleeves, allowing them to fold the invoice and place it on the front of the package with the address displaying.

Or; you can use the Mail merge feature in Microsoft word, which will allow you to create labels from a data source such as your Excel transaction report.
Here are some video tutorials on how to set that up:

http://office.microsoft.com/en-us/word/HA102264141033.aspx

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How do I change the Shipping Information link to point to my shipping Topic?

This configuration is not within the xml packages. There is no XML Package for this.
The link in the cart will point to the topic titled shipping and that is the page you should look at modifying for any changes you want to see. You can see this in SAP admin when you go to Content > Manage Topics and then choose shipping from the left hand side list.

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Is there any way to flag orders that are Amazon FBA orders so that they don't get included in orders to ship in Shipworks?

There are two pieces of information available - 1) those orders will be marked as shipped and 2) they will have a distribution center of "Amazon FBA". If you can import either of those pieces of information you can exclude orders that have that criteria.

Also, Shipworks may be pulling the orders from the Checkout Reports. If so, there is an option on the Webstores > Checkout > Configuration page that is called "Include Externally Fulfilled Items in Checkout Reports (e.g. Fulfillment by Amazon)"; you can untick this option and the FBA orders will not be included in the checkout reports.

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Why do Rakuten.com order IDs in shipworks not match the Rakuten.com order ID?

The order ID displayed in the All Sales view for Rakuten.com orders is the order ID sent from the marketplace.

All Orders in our system have an internal Order ID which we use in the database and in the Checkout Reports. The Checkout Reports are sent to ShipWorks which is why they use our internal Order ID.

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I turned off the UPI Assistant on eBay. Why am I seeing errors?

You may still see this error in some disputes
"Error - Dispute not created "
"Cannot add dispute manually. You cannot add a dispute manually for this transaction as it is already opted for Auto File/Auto Credit."

When you turn off the UPI Assistant, any orders marked as paid before the change will still use eBay's UPI Assistant rather than our dispute process. This should correct itself in a few days as these orders are taken care of.

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How long do I have to file a dispute for an eBay order?

This depends on the type of dispute you wish to file.

Unpaid Item Disputes (i.e. The buyer has not paid for the item.): 32 days
Mutually Agreed Disputes (i.e. We have both agreed not to complete the transaction): 45 days

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Does ChannelAdvisor automatically withdraw eBay UPI Disputes?

ChannelAdvisor does not automatically withdraw eBay disputes once the customer submits payment. You will have to manually withdraw the dispute.

- Go to Sales > Orders/Transactions > eBay Unpaid Items.
- Click the Dispute Details icon for the order in question. This should open the Dispute Details page of the order.
- Click the "Withdraw Dispute" link and save your changes when you are done.

For more on eBay disputes, please see http://ssc.ChannelAdvisor.com/howto/ebay-unpaid-items.

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How do I import my shipping tracking numbers from UPS WorldShip?

You will need to first export this information from your UPS WorldShip account. Once you do that you will then need to copy it into a shipping import file formatted for use with our system. You can find a sample file to download from our system by going to the Sales > Orders/Transactions > All Sales view, click on the Import Shipping Tracking Numbers link, and then select the "click here" link.

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How to set up UPS Worldship Integration within ChannelAdvisor

It is possible to manually import and export data into UPS WorldShip. You will need to work with UPS Worldship Support to determine the best method for retrieving orders. We offer the following methods:

1) Use our API to pull orders and update tracking information. More information on our API can be found on this article; https://ssc.ChannelAdvisor.com/ChannelAdvisor-developer-network
2) Use our order XML interface; https://ssc.ChannelAdvisor.com/howto/sales-and-fulfillment/fulfillment/checkout-report-xml-interface
3) Retrieve the orders from the FTP location. If you go with this option, you will need to make Checkout Reports available on the FTP location; https://ssc.ChannelAdvisor.com/howto/checkout-report-ftp.

Here is a general guide on updating tracking information; https://ssc.ChannelAdvisor.com/howto/sales-and-fulfillment/fulfillment/updating-tracking-status

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