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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


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?
Can I change the country code to a full country name when exporting sales data from the All Sales page?
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 do we notify our eBay customers of the carrier we used to ship their item?
Filtering Orders by eCheck
Why are my PayPal echeck orders from the Premium Webstore being imported into CA and exported to ShipWorks before payment has been cleared?
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?
How do I filter out Multi Channel FBA (MC FBA) orders in Shipworks?
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?
How long do I have to file a dispute for an eBay order?
Does ChannelAdvisor automatically withdraw eBay UPI Disputes?
I turned off the UPI Assistant on eBay. Why am I seeing errors?
How to set up UPS Worldship Integration within ChannelAdvisor
How do I import my shipping tracking numbers from UPS WorldShip?

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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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 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 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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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".

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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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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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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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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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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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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 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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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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