Troubleshooting Amazon

Order Automator will automatically submit Shopify orders to Amazon if:

• You have the feature enabled in the Integrations > Amazon page
• You have inventory connected to the FBA location in Shopify
• Order Automator received a fulfillment request (either from an Auto Fulfill rule or by manually clicking Request fulfillment in the order page)

Scan the sections below for common answers to Amazon troubleshooting questions.

Inventory not syncing

Confirm the the Amazon feature is enabled in the Integrations > Amazon page.

Confirm the SKU is connected to the FBA [country] | Order Automator location by checking the Inventory section in the product details page:

• When first connecting a location to a SKU, it usually syncs within a few seconds but could take a couple minutes. After this, inventory syncs in real time with your Amazon account

If you have the location connected and don't see the inventory changing, check the SKU Map section in the Integrations > Amazon tab in Order Automator and make sure the Shopify SKU is mapped to the correct Amazon SKU:

• The SKU Map shows the available inventory Amazon gives for that SKU
• If the inventory isn't showing as you expect it, check the inventory in the Amazon account to confirm the SKU name matches exactly and the inventory shows available

Order not created in Amazon

Example of a successful request:

Example of a rejected request:

How to request a new shipping method

If Amazon rejected the order because the chosen shipping method is not available, you can instruct Amazon to ship Standard shipping by doing this:

• Click Request fulfillment on the Shopify order details page then type Standard in the message field

How to submit a new order number to Amazon

Reasons why you'd want to submit a custom order number:

• Amazon rejected the request because that order number already exists in Seller Central
• You added more products to the order after it was submitted to Amazon, and want to have Amazon ship those too

To create an Amazon order with a new suffix:

1. Tag the order OA Amazon Order [new_order_number]

• Ex: OA Amazon Order #1000.2

2. Click the Request fulfillment button
3. Order Automator will look for a tag starting with OA Amazon Order, then use whatever follows to create the Amazon order with that new number

• If you want to permanently change the order number suffix (instead of ".1" at the end of the order number), contact us and we'll update that for you.

How to mark an Amazon order fulfilled

Amazon orders are automatically handled by Order Automator. If you want to release control from Order Automator and manually fulfill the order, you can change the location of the fulfillment order:

1. Click the 3 dots in the fulfillment order on the Shopify order details page
2. Select Change location
3. Change to a location you control
4. Mark fulfilled

Note: Only locations that have inventory for that product will show. If you don't see any options there, go to the product details page in Shopify, edit location, and assign inventory to the location you want to change to.

Submitting a ticket

If aren't able to identify why something isn't working as you expect, send us the information below and we'll help you:

• The order number and your myshopify url or store ID
• A screenshot of the entire order details page (order contents + timeline)
• A screenshot of the Inventory section on the variant details page in Shopify
• A screenshot of the SKU Map in the Amazon settings in Order Automator

Disconnecting an Amazon marketplace

To completely disconnect and an Amazon marketplace:

1. Click Delete marketplace at the bottom of the Amazon page in the marketplace you want to remove
2. This will delete the Amazon marketplace + location / fulfillment service FBA [country] | Order Automator
3. If you're no longer using Order Automator with any Amazon marketplace, you can de-authorize Order Automator in your Seller Central account
   1. Settings > User Permissions > Third party developer and apps.