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.

Amazon Delivery Badge not showing

Here's the setup guide: Amazon Delivery Badge.

The badge only appears when all of these are true:

• Amazon Delivery Badge is enabled in Integrations > Amazon (US marketplace)
• The Amazon Delivery Badge app block is added to your product template in the theme editor
• The product variant is in the SKU Map and has Amazon inventory available (greater than 0)
• The visitor is shopping from the United States

Checklist

1. Confirm the feature is enabled

• Go to Integrations > Amazon
• Under Amazon Delivery Badge, make sure it's turned on for your United States marketplace

2. Confirm the app block is on the product page

• Shopify admin → Online Store → Customize
• Open the product template used by that product
• Confirm Amazon Delivery Badge is added (usually in the product info section, near Add to cart)
• Save if you just added it

Theme notes:

• Some products use an alternate product template. Check the template assigned on that product in Shopify.
• If you have different versions for different countries or currency selectors, confirm that the version you're previewing in the theme editor is United States.
• If the preview badge shows in the theme editor, it will show on the live site if the above conditions are true.

3. Confirm the variant is mapped with Amazon inventory

• In Order Automator, open Integrations > Amazon → SKU Map
• Find the Shopify SKU / variant
• Confirm it has an Amazon SKU mapped and inventory available is greater than 0

If inventory shows 0 in the SKU Map, the badge will not show for that variant even if the product page looks active.

4. Confirm the shopper is in the United States

• The badge only supports US delivery estimates
• If you're outside the US you can use a VPN to mimick a US shopper

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:

• Your myshopify url or store ID
• Relevant order number and/or SKU
• Relevant screenshots that will help us see what you're seeing
  • Ex: order details page + timeline, SKU map, etc