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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 
Email 
Manual Payments 
Orders/ Transactions 
Promotions 
Shipping 

Sales Questions


How can I retrieve my checkout reports in .csv format via FTP?
Getting error "Authorization to Server failed"when trying to update inventory with StoneEdge Order Manager Inventory sync feature. How do I fix this?
Can ChannelAdvisor report a change in Feedback on eBay?
Can I create a shipping method for customers that has a limit on the weight and a flat shipping rate?
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 do I cancel an eBay sale?
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?
Will deleting a sku affect an order in progress?
Can I change the country code to a full country name when exporting sales data from the All Sales page?
How can I create a filter in the All Sales view to show "Sales for the Past X Days"?
$0 Credit Card SAP Orders not Importing
Where can I find the planned system release dates?
Why are my PayPal echeck orders from the Premium Webstore being imported into CA and exported to ShipWorks before payment has been cleared?
Can I add new shipping cost/carrier and cost to an Premium Webstore order?
How can I open an exported .txt file in Microsoft Excel?
Do the CA Complete tax settings have any effect on Rakuten.com orders?
How do we notify our eBay customers of the carrier we used to ship their item?
Where can I edit the layout of my sales invoices?
How do I get the error log from ShipWorks?
How can I delete a Transaction Log Filter?
How do I filter out Multi Channel FBA (MC FBA) orders in Shipworks?
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?

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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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.
Also ensure that your Account ID is entered properly in StoneEdge.
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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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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Can I create a shipping method for customers that has a limit on the weight and a flat shipping rate?

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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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 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 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 > 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

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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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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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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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$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

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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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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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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.

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

Even if you post your items with 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 CA will be submitted to eBay with the shipping notification, updating the buyer's order.

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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 do I get the error log from ShipWorks?

From time to time you may encounter issues with your ChannelAdvisor to Shipworks integration. If an error is occurring in the Shipworks application, you can download helpful information to include in your support case. In Shipworks, go to the Application Menu (top left) -> Options -> Logging and download the error log. *Directly from the SSC page involving ShipWorks

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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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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 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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