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

What are some things I can do when handling fraud or fraudulent buyers?

Here are some things that you should do when you are a victim of Fraud:

-Contact the service that was used to send or receive payment (if applicable).
-Contact local law enforcement in your area as well as the buyer's area.
-File a complaint with the Internet Crime Complaint Center (IC3): http://www.ic3.gov/
-Contact your shipping company

Can I still use my current PayPal account with Premium Stores even though I set up the PayPal Superblock on it?

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

Yes, your Premium Stores can still use your same PayPal account even if the PayPal Superblock has been enabled. The purpose of the Superblock is to prevent your PayPal account from receiving direct payments that have no shopping cart information.

Since Premium Stores passes shopping cart information to PayPal you should have no problem using that PayPal account.

How can my buyer change the payment source when checking out with PayPal?

When the buyer is going through checkout and selects PayPal as their payment option, they will be automatically redirected to PayPal. If the buyer wishes to change the source of their payment once at PayPal (i.e. bank draft to credit card), then they should click the "More Funding Options" at the bottom of the PayPal page. Here they can select to use their available PayPal balance, an eCheck, etc.

How do I setup my account so I only ship to PayPal confirmed addresses?

There are 2 settings you will need to enable to ensure that customers
always use their PayPal confirmed address:

1. On the Sales > Checkout > Payments page you will want to make sure that the "Allow PayPal shipping address selection" option is enabled.

2. Within your PayPal account on the Profile > Selling Preferences > Payment Receiving Preferences page you will want to make sure that you have the option to block payments from users that do not provide a confirmed address enabled.

Having these set will setup your account, but there is a case that you will still need to watch out for. Basically, there is a possibility that the customer will enter 1 address in the ChannelAdvisor checkout, and another confirmed address within PayPal. If this situation comes up, there is nothing we can do to prevent the order from coming through, but we do send out an automated email to you warning you that you will need to take a closer look at the particular order.

How do I link 2 Paypal IPN URLs to a single PayPal account?

You are only allowed to put 1 IPN URL within your PayPal account, but we only use this specific link in the case where a customer sends you payment outside of ChannelAdvisor. When this happens, we are notified through this link and we send you an email letting you know that further action on your part may be required for this order since it took place outside of ChannelAdvisor.

During checkout we actually send paypal a checkout specific IPN URL to notify us about the payment for that specific order. This will vary automatically from account to account, so there isn't any setup required from you for this.

How do I change the e-mail address used to receive PayPal payments?

PayPal uses a "primary" e-mail address for your account. The primary e-mail address is designated as the recipient of PayPal payments. If you want to change this primary e-mail address you should do so through your PayPal account. Once you have completed this, you will then need to update your PayPal settings within your ChannelAdvisor account:

1. In Marketplaces, navigate to Sales > Checkout > Payments
2. Find the "Enter PayPal Merchant ID:" field and enter your email address in the box to the right.

You will also need to update your posting templates:

1. Navigate to Marketplaces > eBay > Product Mapping > Posting Templates
2. For each posting template, click the [Site Details] link next to the posting template name.
3. Under the blue heading "Selling Preferences", change the "PayPal E-Mail Address:" field to your new email address.
4. Repeat for each posting template.

What is PayPal SuperBlock and how do I enable it?

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

PayPal SuperBlock is a setting that PayPal enables on the backend that prevents buyers from paying directly on PayPal and not going through ChannelAdvisor Checkout. To have this enabled, please email "payments-block@paypal.com" with the subject "PFEI Block" and ask to have the PayPal superblock put on your account.

If you have buyers paying PayPal directly and you have set up Checkout Redirect, not having superblock is likely the reason.

What PayPal Website Payments Pro Credit Card AVS Codes are automatically failed by CA Complete?

By default CA Complete will automatically fail any credit card transactions processed by PayPal Website Payments Pro which are returned with any one of the following AVS codes:

B - International Address (Matched Address only, no zip)
C - International (No AVS)
N - No match
P - Postal (Postal Code matched only, no address)
G - Global AVS Unavailable
I - International (AVS Unavailable)
U - AVS Unavailable

If you would like for additional AVS codes to be failed by CA Complete, you can submit a support ticket with the ChannelAdvisor Customer Support team and included a list of codes you would like added to your "AVSFailCodes" for your account(s).

Why isn't the Quickbooks export file working with sales tax?

Within Quickbooks you can either enable or disable the tax module. Unfortunately at this time our Quickbooks export file will only work if the tax module in Quickbooks is disabled.

Why am I not able to import the QuickBooks .iif file into an existing company?

QuickBooks has a lot of customizable settings that are specific to the companies you set up in QuickBooks. Because of this, your existing company may not be compatible with the .iif file we provide. If you have trouble with this, then you will want to try importing the file into a new company that you set up in QuickBooks.

How can items be added to an existing order in MarketplaceAdvisor Premium?

There are a couple of ways that items can be added to an existing order in your MarketplaceAdvisor Premium account. This can be done either by the customer or by you manually. For the customer to add items to their orders you will want to set up inventory upsells between your items. With these setup, "upsell" items will show up in the checkout for items that are purchased by the buyer that have a upsell configured with that item. For example, if you were selling cameras and accessories and you had a relationship set up between a camera and a certain type of film, the film will show up as an upsell in the checkout for anyone that buys that camera. The buyer can then add the item to their order directly from within checkout.

Another way for your buyers to add items to their order is through your CA Store. If you have a CA Store setup and enabled, then your buyers can browse through your store when checking out for their items and add items to their existing order from there. It is up to you to redirect buyers to your CA store through the HTML Checkout Messages on the Sales > Checkout > Messages page since there is no automatic link made from checkout to your CA Store.

You can also add items to orders directly from the All Sales view. To do this, click on the View Details link next to the invoice number for a particular invoice, and then click the Add To Order link to search through your inventory and select an item to add to that invoice. Please note that the Add to Order button will only appear for Open Invoices. You are unable to add items to invoices that are already completed.

Is there a way to setup the winning bidder email to go out only for CA Basic Webstores website or Checkout Direct, and not for eBay orders?

Not at this time, but this is something we're going to look at adding in the future. Currently, the email templates used within CA Complete are used for eBay, Basic Webstores, and Checkout Direct orders.

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

Go to the Sales > 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.

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

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.

We currently offer shipping through specific carriers only (for example Fedex and USPS). How do we offer notify our eBay customers of the carrier we used to ship their item?

When you ship the item, you can assign the specific carrier (UPS, USPS, FedEx, or custom carrier options) as part of updating the order as shipped in CA Complete and that will be submitted back to eBay with the shipping notification.

How can I create a manual order in CA?

Go to the Inventory > Products > All Products view. Select the sku(s) you wish to create the order for and click "Create Sale". There will now be a sale with these sku(s) in your Sales > All Sales view. The marketplace on the order will show as "Checkout Direct".

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

When you download an inventory file or a shopping preview from the CA 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. Open Excel and go to File > Open.
2. Select your exported file and click Open.
3. Ensure that the Original data type is set to "Delimited".
4. Click Next.
5. Ensure that the Delimiters is set to "Tab".
6. Click Next.
7. 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.

How do I filter the All Sales page for orders from buyers in a particular country?

Can I setup a Filter under Sales > All Sale that I can search on sales by country?

Go to Sales > All Sales
Next to the Advance Filter "Filter By" section of the page click "Create".

Name the filter. (For Example ?Portugal buyers")

Under "Details" select "buyer country" then = and then for the value you want to enter the country code. For Example "PT" for Portugal or "GB" for United Kingdom. A list of country codes can be found on this Website http://www.worldatlas.com/aatlas/ctycodes.htm.

Select "Save and Exit".

You can also setup a generic search on buyer country select it from the advance filter, click on "Edit" then change the country code you want to search save and exit.

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

Is there a template tag for the shipping cost?

Yes, if you use flat rate shipping you can display your shipping rates using the Dynamic Tag Builder in the posting templates. To do so, in the Shipping Costs section of the template, click the tag builder icon in the "Per Item Rate" column.

For more information, please see http://ssc.ChannelAdvisor.com/howto/displaying-shipping-rates-ebay-listings

Can the automatic email for Shipping and billing address descrepencies be disabled for PayPal?

Unfortunately there is no way for the email you automatically receive when the Shipping Address is different from the Billing address in PayPal to be disabled. It is an automatic process through out all ChannelAdvisor accounts and there is no way to turn this off on a account basis.

Why are my PayPal echeck orders from the Premium Webstore being imported into CA and exported to ShipWorks before payment has been cleared?

Situation:
My PayPal echeck paid orders from Premium Webstores are being imported into CA and exported to ShipWorks before payment has been cleared.

Does payment need to be manually cleared for Paypal echeques in the Premium Webstore before the orders go to the checkout reports?

Answer:
No, payment does not need to be manually cleared with Premium Webstores sales where the customer used the payment method Paypal echeque.

Currently we do not support Paypal echeques for the Premium Webstore as we do not have a way to determine if a PayPal order was placed via echeque.

For the Premium Webstore, Paypal echecks will be marked cleared when they are invoiced into CA Complete.

Does eBay support mailing choices (i.e. ship this to me via Fedex or USPS or UPS)?

We suggest that you offer to your eBay buyers a generic shipping option, like "Standard Shipping" or "Expedited Shipping" and then fulfill it however you like.

When you ship the item, you can assign the specific carrier (UPS, USPS, FedEx, or custom carrier options) as part of updating the order as shipped in CA Complete and that will be submitted back to eBay with the shipping notification.

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

I have updated my transaction key for Authorize.net but my ebay credit card orders are not being updated, why?

When you update your Authorize.net transaction key, you must also update the data stored in CA Complete. You can complete this in the Sales > Payments view. If this is not completed, CA Complete will not be aware of the change and will continue to attempt to use the old credentials. This will result in your credit card orders not being updated.