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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


Can ChannelAdvisor report a change in Feedback on eBay?
How can I create a filter in the Orders view to show "Sales for the Past X Days"?
Where can I find the planned system release dates?
How can I change the Fulfillment of an FBA order?
Where can I edit the layout of my sales invoices?
How do I cancel an eBay sale?
Filtering Orders by eCheck
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 can I delete a Transaction Log Filter?
How can I change my address on the invoice?
Where is the {{INVOICE IMAGE}} tag pulled from on my Invoice?
How do we notify our eBay customers of the carrier we used to ship their item?
Will deleting a sku affect an order in progress?
Why there's no SKU for order-level's refunds at Refunds view?
How can I open an exported .txt file in Microsoft Excel?
I want to stop selling on ebay but I have open eBay listings, what can I do?
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?
Can I create a shipping method for customers that has a limit on the weight and a flat shipping rate?
Ho do I create an Advanced Filter that returns only Second Chance Offers?
How can I retrieve my checkout reports in .csv format via FTP?
How do I prevent FBA and Multi-Channel FBA (MCFBA) orders from importing into Shipworks?
How can I map Rakuten.com Marketplace Standard/ Expedited shipping options correctly?
How can I easily print address shipping labels for my parcels?

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 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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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 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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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 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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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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How can I create a manual order in CA?

Details on how to create an order manually in your ChannelAdvisor account can be found here:

https://ssc.ChannelAdvisor.com/howto/sales-and-fulfillment/creating-invoice

Your rating: None Average: 3 (3 votes)

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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 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 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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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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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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Will deleting a sku affect an order in progress?

If a given SKU is listed on a marketplace then it cannot be deleted. The SKU must be removed from the marketplace. This can be done by removing the label from the SKU for marketplaces such as Amazon and webstores such as BigCommerce. ChannelAdvisor will issue a withdrawal or deletion request to the given channel. Once it has been removed, then the SKU can be deleted.

If there is an existing order within your ChannelAdvisor that contains the SKU and there needs to be updates made to it (such as shipping, refunds, cancellations) then deleting the items will not impact the order. However, it is best to delete the SKU after the order has been completely settled in terms of shipping updates, refunds, or cancellations.

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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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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.

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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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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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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 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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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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How can I retrieve my checkout reports in .csv format via FTP?

Details on how to retrieve checkout reports via FTP can be found here:

https://ssc.ChannelAdvisor.com/howto/checkout-report-ftp

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How do I prevent FBA and Multi-Channel FBA (MCFBA) orders from importing into Shipworks?

To not import Amazon-fulfilled orders into 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.

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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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