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


Where can I find the planned system release dates?
How can I change my address on the invoice?
How can I open an exported .txt file in Microsoft Excel?
Can I add new shipping cost/carrier and cost to an Premium Webstore order?
Do the CA Complete tax settings have any effect on Rakuten.com orders?
Can I change the country code to a full country name when exporting sales data from the All Sales page?
Ho do I create an Advanced Filter that returns only Second Chance Offers?
Filtering Orders by eCheck
How can I retrieve my checkout reports in .csv format via FTP?
How can I delete a Transaction Log Filter?
Can ChannelAdvisor report a change in Feedback on eBay?
Why is my VAT rate setup on my classification not being applied to my Amazon orders?
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?
Where can I edit the layout of my sales invoices?
How do I change the Shipping Information link to point to my shipping Topic?
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?
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?
Does ChannelAdvisor automatically withdraw eBay UPI Disputes?
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?
How do I import my shipping tracking numbers from UPS WorldShip?

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'.

No votes yet

return to menu

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.

No votes yet

return to menu

How can I open an exported .txt file in Microsoft Excel?

When you download an Inventory file or a Feed from the ChannelAdvisor Complete system, it is commonly in .txt (tab delimited) format.
To view this data more effectively, you can open it in Excel as follows:

1. Unzip (if needed) the download to where you can find the file easily.
2. Open Excel and go to File > Open.
3. Select your exported file and click Open.
4. Ensure that the Original data type is set to "Delimited".
5. Click Next.
6. Ensure that the Delimiters is set to "Tab".
7. Click Next.
8. Finally click Finish.

Alternatively, you can right-click on the file, highlight "Open with", and select Excel. You may need to break up the data into separate tabs:

1. Highlight column A.
2. From the Data tab, select "Text to Columns".
3. Select "Delimited".
4. Click Finish.

No votes yet

return to menu

Can I add new shipping cost/carrier and cost to an Premium Webstore order?

If a buyer completes a Premium Webstore checkout with free shipping option, pays for it, then wants to add a different shipping method (i.e. express) for an additional cost, it is possible to not have to create a new sale for the added shipping cost. You can just re-open the checkout, update the shipping cost/carrier, and save the changes. The status will then go to payment submitted, then you can update the order again to cleared. If the Checkout Report has ran this change will not reflect.

No votes yet

return to menu

Do the CA Complete tax settings have any effect on Rakuten.com orders?

The tax set up in CA Complete does not apply to Rakuten.com orders. Rakuten.com handles tax calculations for every order that occurs on their own site.

No votes yet

return to menu

Can I change the country code to a full country name when exporting sales data from the All Sales page?

Unfortunately, it would not be possible to change the country code to a full country name for the All Sales order export.

The following link may assist you by advising the countries names and their corresponding code.

http://www.worldatlas.com/aatlas/ctycodes.htm

No votes yet

return to menu

Ho do I create an Advanced Filter that returns only Second Chance Offers?

If you want to create a second chance off filter only showing items that had a second chance offer only you would do this by the following:

1) Go to Sales > Orders Transactions > All Sales
2) Click "Create" next to the "Filter By" dropdown.
3) Enter (Second Chance Offer = True)
4) Click "Save and Exit".

No votes yet

return to menu

Filtering Orders by eCheck

If you need to view all orders with pending eCheck payments, you can create a filter to display them.

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:

Payment Status = Payment deposited/authorized

5. Click "Save and Exit".

No votes yet

return to menu

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.

No votes yet

return to menu

How can I delete a Transaction Log Filter?

- Go to My Account > Account Settings > Transaction Filters.
- Search for and select the filter you wish to delete.
- Click "Delete".

No votes yet

return to menu

Can ChannelAdvisor report a change in Feedback on eBay?

Unfortunately not, if the buyer decides to change the feedback left on eBay, ChannelAdvisor cannot see that change. eBay doesn't report the updated Feedback to us as new feedback, so there's no way for us to see and import the updated Feedback.

No votes yet

return to menu

Why is my VAT rate setup on my classification not being applied to my Amazon orders?

For Amazon, when VAT is enabled at the account level, it doesn't take into consideration any other tax settings. The global VAT setting applies a flat 20% VAT rate to the (principal+shipping)-commission for every Amazon order in the account.

ChannelAdvisor is not looking at the tax settings at the class or global level, we are just calculating it as a flat percentage.

We are applying the VAT as "inclusive" so what we do is back the VAT tax out of the item rate. So if you do not want to charge VAT for certain items you just need to be sure you do not have VAT in the item price. But the display of the invoices would still show a VAT amount because of the global setting.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

Where can I edit the layout of my sales invoices?

We would not be able to aid with the customization of your Invoice HTML code but you can edit the the Invoice Template by going to Webstores > Checkout > Invoice Settings.

This link also provides further information:-

http://ssc.ChannelAdvisor.com/howto/customizing-invoice-settings

No votes yet

return to menu

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.

No votes yet

return to menu

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

Your rating: None Average: 1 (1 vote)

return to menu

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.

No votes yet

return to menu

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

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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

No votes yet

return to menu

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.

No votes yet

return to menu


Enter Keywords:
Alerts Alerts

Subscribe to have Alerts delivered to your mailbox

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