Troubleshooting Amazon

If you haven't seen the setup guide yet check that out here.

Product not syncing

Confirm that you've assigned the sku to the FBA | Order Automator location in the Inventory section on the variant details page in Shopify
The Amazon SKU should match your Shopify SKU exactly. If not, use the SKU Map section to map them
If the location is assigned but the sku is not in the SKU Map in the Amazon page in Order Automator, wait a couple minutes then refresh the page. The time to assigning a location and the sync completing can vary depending on how many products you have and when Shopify sends the webhook.
Stock updates every 10 minutes, if you require a faster sync time, contact us for a custom integration

Order not fulfilling

Check the order timeline:
- See if there's a message saying why Amazon rejected the request
- Confirm the order was paid (by default unpaid orders don't get accepted)
- Confirm the order wasn't on hold (see About order holds in Troubleshooting Fulfillment)
Confirm the sku has inventory assigned to the Amazon location in the Inventory section on the variant details page in Shopify
Check your Fulfillment Rule(s) on the Auto Fulfill page in Order Automator to verify the rule conditions match the order to trigger the request, and the rule is enabled
Confirm the Amazon feature is enabled
Confirm the order number does not already exist in Amazon. If it does, see the section below to submit with a new order number

Submitting a 2nd Amazon order on the same Shopify order

When an order is submitted to Amazon it gets created as the order number + .1 (Example: #1000.1)

If you want to submit a 2nd order to Amazon, for example if you added more items to the order after Order Automator processed it, you can submit a custom order number to Amazon like this:

Tag the order OA Amazon Order [new_order_number] - Example: OA Amazon Order #1000.2
Click the Request fulfillment button

Manually marking an Amazon order fulfilled

If you want to mark items in an order fulfilled that have been assigned to an FBA location, but you don't want to request fulfillment of an order to Amazon, you'll have to first change the location of the fulfillment order:

Click the 3 dots in the fulfillment order in the Shopify order details page
Select Change location
Change to a location you control
Mark fulfilled

Submitting a ticket

The checklist + the setup guide linked above solves most issues.

If still aren't sure why something isn't working as you expect, send us the information below and we'll help you understand why:

The url of the order details page (to get the order ID + your 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 with the relevant sku in the Amazon settings in Order Automator