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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 »



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Sales Questions


Ho do I create an Advanced Filter that returns only Second Chance Offers?
Filtering Orders by eCheck
Can I change the country code to a full country name when exporting sales data from the All Sales page?
Can ChannelAdvisor report a change in Feedback on eBay?
How can I retrieve my checkout reports in .csv format via FTP?
Where is the {{INVOICE IMAGE}} tag pulled from on my Invoice?
Will deleting a sku affect an order in progress?
How can I create a filter in the Orders view to show "Sales for the Past X Days"?
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?
Why there's no SKU for order-level's refunds at Refunds view?
Where can I edit the layout of my sales invoices?
How can I delete a Transaction Log Filter?
Is it possible to not send an email for Gift Card Premium Webstore Orders?
How can I create a manual order in CA?
How can I view all of my orders in the All Sales view for a specific country?
How do we notify our eBay customers of the carrier we used to ship their item?
$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?
Why are my PayPal echeck orders from the Premium Webstore being imported into CA and exported to ShipWorks before payment has been cleared?
I want to stop selling on ebay but I have open eBay listings, what can I do?
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?
How can I change the Fulfillment of an FBA order?

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".

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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 > Orders/Transactions > Orders.
2. On the right click "Create" beside "Filter By".
3. Give your filter a name.
4. Create your filter as follows:

Payment Status Equals Payment deposited/authorized

5. Click "Save and Exit".

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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

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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.

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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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Where is the {{INVOICE IMAGE}} tag pulled from on my Invoice?

The {{INVOICE IMAGE}} tag is pulled from the field "Header Image URL:" located in Sales > Checkout > Configuration

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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 create a filter in the Orders 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 > Orders/Transactions > Orders.
2. On the right click "Create" beside "Filter By".
3. Give your filter a name.
4. Set View Type to Sales.
5. Create your filter details 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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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?

New Orders and Invoice Details View

If you are using the new Orders and Invoice details view, please follow the instructions below. With this new process, cancelling an order, creating a dispute, and processing a refund can be handled in one process.

1. Unpaid orders

- Go to Sales > Orders/Transactions > Orders.
- Select the order.
- Click "eBay Dispute"
- Choose a Dispute Reason.
- Click "Save"

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 and your quantity will be restocked. 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 > Orders.
- Select the order.
- Click "Cancel Order".
- Select a Cancellation Reason from the drop-down
- If you want to process a refund, click the box "Fully Refund Paid Orders". If you don't check this box, you won't be able to process a refund later.
- Check the box 'Create a Dispute'
- Choose a Dispute Reason from the drop-down
- If you want to restock quantity from the order, check the box 'Restock quantity within ChannelAdvisor'.
- Click Cancel order

This will 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. This will also file a dispute at eBay, process a refund, and restock quantity if those boxes are selected.

3. Paid orders that are already marked as shipped

- Go to Sales > Orders/Transactions > Orders.
- Select the order.
- Click "Cancel Order".
- Select a Cancellation Reason from the drop-down
- If you want to process a refund, click the box "Fully Refund Paid Orders". If you don't check this box, you won't be able to process a refund later.
- Check the box 'Create a Dispute'
- Choose a Dispute Reason from the drop-down
- Click Cancel order

If the order is paid and shipped, the order shouldn't be appearing incorrectly in any filter/fulfillment system. This will also file a dispute at eBay and process a refund if the boxes are selected. Please keep in mind that quantity cannot be restocked for orders that are already shipped. If quantity needs to be adjusted, it will need to be adjusted through another method at the SKU level.

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Old Orders and Invoice Details View

If you are using the old Orders and Invoice details view, please follow the instructions below. Please keep in mind that these instructions are for cancelling the sale and creating a dispute only. You will need to take additional steps to process a refund, which can be found here: https://ssc.ChannelAdvisor.com/howto/sales-and-fulfillment/refunding-ebay-order

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 > Orders.
- 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 and your quantity will be restocked. 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 > Orders.
- 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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Why there's no SKU for order-level's refunds at Refunds view?

By definition an Order level refund refunds the entire order and so SKUs are not used when refunding.

Partial level refunds means that the seller selected certain items to be refunded in an order. This is why SKUs will be displayed for partial level refund at Refunds view.

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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

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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".

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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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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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How do we notify our eBay customers of the carrier we used to ship their item?

Even if your eBay listings include generic shipping options like "Standard Shipping", when you ship the item you can assign a specific carrier (UPS, USPS, FedEx, or custom carrier options). The carrier and class that you use when updating the order as shipped in ChannelAdvisor will be submitted to eBay with the shipping notification, updating the buyer's order.

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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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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.

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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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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.

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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.

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How can I change the Fulfillment of an FBA order?

Unfortunately this is something you need to contact support to do. You can access the following link and create a support case with us:

http://ssc.ChannelAdvisor.com/support/create-case

You will need to enter the order id and once we have this information we can cancel the fulfillment and you will get a button at the bottom of your order where you can change the distribution center.

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