Troubleshooting Amazon

Order Automator will automatically submit Shopify orders to Amazon if:

• You have the feature enabled in the Auto Fulfill > 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 Fulfill > Amazon page.

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

• When first connecting inventory, it can take from 0 - 30 minutes to first sync (depends when Shopify sends the webhook).
  • After this, stock syncs every 10 minutes

If you have the location connected and don't see the inventory changing, check the SKU Map section in the Auto Fulfill > Amazon tab in Order Automator and make sure your SKUs are aligned:

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 manually mark an Amazon order fulfilled

To disconnect a single order from the Amazon flow, 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

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 delete an Amazon marketplace:

1. Contact us with your store ID and which marketplace you want to remove
2. We'll delete the marketplace and fulfillment service FBA [country] | Order Automator, this will trigger Shopify to delete the Location of the same name
   1. Shopify will assign committed inventory in open orders for that location to your default location
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.