Troubleshooting Amazon

Amazon listings

I've created a new listing on Amazon but I can't see it on the Listings page.

Please ensure your MWS token has not expired.

You also need to make sure your report headings are in English. To request that reports be translated into English language, log in to Seller Central and select "English" under Settings > Account Info > Feed Processing Report Language. After you enable this setting, both the headers and the contents of the reports will be translated.

If it's neither of the above, contact Support.

When I try to connect a listing to a product, searching for the product brings up no results.

When manually connecting listings to products, the product must have a price on the price list assigned to the Amazon marketplace under Channels > Amazon > (Amazon channel) > Settings. Ensure the product has a price on that price list and try again.

Syncing inventory and prices to Amazon

My inventory levels are not in sync.

There are a few reasons why inventory may not be in sync:

Inventory syncing may be disabled

To check, go to Channels > Amazon > (Amazon channel) > Settings, and ensure the "Sync inventory" checkbox is ticked: mceclip0.png

Your MWS token may have expired

Please follow the instructions on this page to renew your token.

Your listings may not be connected to the correct products

Go to Channels > Amazon > Live Amazon listings and look for a listing which has the incorrect inventory level. Click on the product name to check it's the correct product.

If it isn't, you can click the "Disconnect" button to disconnect the listing from the product, then connect the listing to a different product.

The listing may be a Fulfilled by Amazon (FBA) listing

Brightpearl does not control the inventory level of FBA listings. Learn more about FBA listings here.

You can use the FBA inventory reconciliation tool to amend the inventory levels in Brightpearl.

You have different warehouses set against each European marketplace

When an inventory update is sent to Amazon, Amazon uses the SKU, marketplace ID and seller ID to identify which listing to update.

However, in the Europe region, Amazon ignores the marketplace ID. This means that in the Europe region, Amazon just matches the product SKU across all marketplaces in that region, regardless of the marketplace ID actually sent on the feed.

In order for different warehouses to supply the same product across different EU marketplaces, you should avoid using the same Amazon SKU for those listings in those marketplaces.

Please note that SKUs cannot be changed in Amazon without relisting (and losing all history).

If it's none of the above...

It's possible something went wrong a the point Brightpearl tried to update the inventory levels. Try to trigger a manual inventory update. You can trigger an update for a single product by making the on hand level change, which is most easily done by allocating the item on a sales order.

A full inventory update can be triggered by deactivating and reactivating the inventory sync from within the Amazon marketplace settings in Brightpearl. Go to Channel > Amazon > Settings or by using the Bulk inventory update button on the same page.

If performing an inventory sync doesn't work, please contact Brightpearl support.

My prices are not syncing to Amazon.

There are a few reasons why prices may not be in sync:

Price syncing may be disabled

To check, go to Channels > Amazon > (Amazon channel) > Settings, and ensure the "Sync pricing" checkbox is ticked: mceclip1.png

Your MWS token may have expired

Please follow the instructions on this page to renew your token.

Your listings may not be connected to the correct products

Go to Channels > Amazon > Live Amazon listings and look for a listing which has the incorrect inventory level. Click on the product name to check it's the correct product.

If it isn't, you can click the "Disconnect" button to disconnect the listing from the product, then connect the listing to a different product.

You may not have won the "buy box" position

The buy box is the white box on the right hand side of all Amazon listings and is Amazon's way of ensuring a good customer experience by promoting sellers with a good performance and a competitive price.

If the price in the buy box does not match your price, it's possible another merchant's listing is being prioritized over yours. You can check by looking at the bottom of the buy box to see who the listing is sold by:

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Amazon determines which merchant to display in the buy box position based on a number of factors, including (but not limited to) the fulfillment method you are offering, availability, your average shipping time and your cancellation rate.

If it's none of the above...

Please contact the Support team.

Amazon orders

My order hasn't downloaded yet.

If an order is missing, check the following:

The order may be in a pending state

(Only applicable if "Download pending orders" is not enabled.)

Amazon holds the order in a “pending” status whilst they authorize the customer’s payment method. This is at least 30 minutes, during which time the customer is able to cancel their order. After this time has elapsed the order is assigned a status of “Ready”. Brightpearl only tries to download orders in the “Ready” status.

Brightpearl will check for orders every 5 minutes and ask Amazon to authorize the download.

Your MWS token may have expired

Please follow the instructions on this page to renew your token.

The customer may be missing some required details

A name and the first line of an address is required to  be able to create a contact.

If it's none of the above...

Please contact the Support team.

My order downloaded containing the wrong product.

This indicates your listing is connected to the wrong product. Go to Channels > Amazon > Live Amazon listings and look for the relevant listing. Click on the product name to check it's the correct product.

If it isn't, you can click the "Disconnect" button to disconnect the listing from the product, then connect the listing to a different product.

My order downloaded, but a product is missing a SKU and cannot be fulfilled.

This indicates your listing is not connected to a product. Go to Channels > Amazon > Live Amazon listings and look for the relevant listing. Connect it to a product either automatically by SKU or by searching for a product.

Fulfilling Amazon orders

Shipment updates are not going to Amazon.

Take a look at the "Send shipment updates from" setting under Channels > Amazon > Settings and ensure it is not set to "No orders":

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Furthermore, Amazon requires a shipping method as part of the message from Brightpearl. If you have no shipping methods setup in Brightpearl the message to Amazon will be incomplete and consequently will fail to update the status.

Otherwise contact Support.

Amazon payments and fees

I've received a payment from Amazon, but my orders are unpaid in Brightpearl.

Your settlement report may not have been provided in XML. You may need to contact Amazon to ask them to supply the reports in XML. Learn more here.

If only a few orders are unpaid, the orders may not have been included in that period's settlement report. Check your report for that order.

Otherwise contact Support.

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