If something goes wrong with the Amazon connection, an error message is often sent to the channel alerts for the relevant channel. These messages will give you more details about the issue that occurred.
Channel alerts can be accessed by clicking Channels, then clicking the number in the orange circle next to the channel name.
Note: Channel alerts are cleared after five days.
Unable to connect Amazon listing [X] as there's no Brightpearl product with that SKU. Connect listing.
This alert occurs when an Amazon listing downloads but cannot be automatically connected to a product in Brightpearl because there are no products in Brightpearl whose SKU matches the Amazon SKU.
You will need to connect the listing to a product manually. Learn how to connect listings here.
An FBA offer already exists on this SKU. To create a seller fulfilled SKU, either create a new SKU or make the SwitchFulfillmentTo value MFN.
This error occurs when an Amazon SKU is being used for both an FBM (MFN) and an FBA listing.
Amazon SKUs have to be specific to either an FBM (MFN) or FBA listing. Amazon only matches on SKU when performing inventory updates and doesn't accept inventory updates for FBA listings (as it manages that itself), so sharing a SKU is not possible.
This error message is requesting the inventory update include an update to the fulfillment method too. However, we only support managing inventory updates to Amazon, not switching fulfillment method for listings.
Please update the fulfillment method on this listing to MFN via Amazon Seller Central.
Amazon order [X] has an item that has not been connected to a Brightpearl product. For help on resolving this issue, read our troubleshooting Amazon guide.
This alert means that an order has downloaded for an item which is not connected to any product in Brightpearl.
A disconnected listing won't stop sales containing the item from downloading, but it means Brightpearl can't map the listing to a product to manage inventory or pricing. It also means that when the order downloads, the product is added to the order as a miscellaneous non-stock tracked line item, just as though the details were manually typed onto the order row.
When this happens, no inventory can be allocated and the item can't be shipped out on the sale.
To resolve this issue:
- Delete the miscellaneous row and then add the Brightpearl product to the sale.
- Allocate the inventory and fulfill the order as normal.
- Log in to your Amazon Seller Central account and mark the item as shipped directly in Amazon.
Each order line is individually connected to Amazon and any changes made will cause this link to be broken. This means that when the line is shipped in Brightpearl it will not update the order in Amazon.
- Connect the listing to the product
To prevent this from occuring again, ensure that the listing is connected to the relevant product.
Note: Do not delete the order - it will not download again.
Pending order [X] cannot be downloaded. Make sure that pending order contact has a unique email address, first and last name, and valid address filled out.
This alert means that the pending order contact for this channel does not have all the required fields in order to be used for order creation. You should amend the pending order contact to include the required fields:
- First and last name
- Email address
- First line
- Postcode/ZIP code
As these details will never be used except during the pending order stage, you can use any placeholder text that is valid (i.e. an email in the form of firstname.lastname@example.org and a valid postcode/ZIP code format), as long as the fields are populated.
You can find the pending order contact by checking your Amazon settings. Go to Channels > Amazon, hover over the relevant channel and click "Settings". The pending order contact ID is listed under the "Pending order contact ID" setting.
Amazon payments and fees
"There was a problem creating journal entries for Amazon order [X]: amazon.journal.creator.no.order.yet", "Settlement ID: [X], Report ID: [X], Payment and fees were not created for Amazon order: [X], no order was found in Brightpearl."
This alert means there was a payment on the settlement report which could not be created because the order does not exist in Brightpearl.
There are a number of reasons why the order may not have been created. Please contact the Support team for further help.