Amazon Online Status not updating

EWek11 · Joined: 11 Feb 2012 Posts: 52

Sporadic orders are not updating the online status on Amazon. I can't find any real rhyme or reason for it.

They do seem to all be USPS (stamps.com) orders.

I have searched the forums and see that this seems to be an ongoing issue, but I have not found any threads listing a solution. I see that you can Click the Update Online option, but I have tried that many times and it doesn't make a difference.

I'm going to manually update these, but I'd like to know if this bug is correctable as we're in a trial and will soon be making a decision on whether to move forward with this package or not.

TIA for the help!

Brett Berger · Site Admin Joined: 11 Jun 2010 Posts: 2455

As you mentioned, for orders that don't get updated, right click on the order, choose Update Online > Upload Shipment Details. This will allow you to resend the shipment details for any orders that failed.

There are multiple issues that can cause an order to not be updated on Amazon after being processed in Shipworks. Details below of some steps that can be followed to remedy or discover the source of the issue.

1. Time Zone & Computer Time – Amazon Seller Central servers are very sensitive to computer times. Please verify that the time zone and time on all of your Shipworks computers is correct.

2. Username and Password - Please verify the username and password to your Amazon Seller Central Account are the same as listed in Shipworks. You can check this in Shipworks by clicking Manage>Stores>Highlight Amazon Store>Edit>Store Connection.

3. Fulfillment Date - Amazon does not allow updates of orders that have a future shipment date. The fulfillment date must be between the date the order was placed and the date you submit the fulfillment file to Amazon.

4. Upload Order Related Files – Amazon receives all of the update files and processes them in order of which they were received. You can check the status of the files by clicking on Orders>Upload Order Related Files. This will show the last 10 uploaded files. If errors exist on those files, click the "Contact Seller Support" link at the bottom of this page for assistance.
_________________
Brett Berger
Interapptive ShipWorks Support

EWek11 · Joined: 11 Feb 2012 Posts: 52

Thank you for the reply. The strange part is that Clicking "Upload Details" doesn't solve the problem. The Amazon upload details do not list any errors, rather they just show 0 items included in the file.

I will run through your suggestions, particularly he time related ones and see if that corrects the issue.

I will post back here again if the problem re-appears.

Thanks for the assistance!!

Kaizer · Joined: 13 Dec 2007 Posts: 21

I've been getting a lot of these errors for shipments that are processed for same day shipping that are uploaded to Amazon after processing. Below is a sample error message.

How can I get a copy of the file that SW uploads to Amazon? Then I can compare the files with no errors vs the one with errors such as the one.

<MessageType>ProcessingReport</MessageType>
<Message>
<MessageID>1</MessageID>
<ProcessingReport>
<DocumentTransactionID>4904529642</DocumentTransactionID>
<StatusCode>Complete</StatusCode>
<ProcessingSummary MarketplaceName="www.amazon.com">
<MessagesProcessed>3</MessagesProcessed>
<MessagesSuccessful>1</MessagesSuccessful>
<MessagesWithError>2</MessagesWithError>
<MessagesWithWarning>0</MessagesWithWarning>
</ProcessingSummary>
<Result>
<MessageID>50583</MessageID>
<ResultCode>Error</ResultCode>
<ResultMessageCode>5002</ResultMessageCode>
<ResultDescription>We are sorry, but we were unable to process this message. Please review the message and verify that it is accurate. Then, please resubmit the message.</ResultDescription>
<AdditionalInfo>
<AmazonOrderID>105-9984308-6xxxxxx</AmazonOrderID>
</AdditionalInfo>
</Result>
<Result>
<MessageID>50584</MessageID>
<ResultCode>Error</ResultCode>
<ResultMessageCode>5002</ResultMessageCode>
<ResultDescription>We are sorry, but we were unable to process this message. Please review the message and verify that it is accurate. Then, please resubmit the message.</ResultDescription>
<AdditionalInfo>
<AmazonOrderID>102-2912429-9xxxxxx</AmazonOrderID>
</AdditionalInfo>
</Result>
</ProcessingReport>
</Message>

adebo · Joined: 12 Jul 2011 Posts: 10

We have been experiencing this issue a lot recently too. I now have to spend an hour a day going through orders to manually update them because Shipworks did not. Can this be looked into as one of the reasons we use Shipworks is so we do not have to manually update these.

All of our login settings, time zones, times, etc are correct in the system. This is not an all inclusive issue but only hits certain orders.

Thank you!

Kaizer · Joined: 13 Dec 2007 Posts: 21

if there is no simple solution to these errors, can support post an Output file with these headers:

order-id order-item-id quantity ship-date carrier-code carrier-name tracking-number ship-method

At a minimum need the output to include order-id, ship-date, carrier code and tracking-number. Then we can just upload the flat file to Amazon while the error is put on the to do list. Thanks.

Brian · ShipWorks Staff Joined: 30 Jul 2004 Posts: 3608

A CSV export template could certainly be created that includes that data. Look at the "Reports\Exports\Shipsurance Export" template.

I believe Amazon in their Reports interface will show you the report files that ShipWorks uploads. Alternatively, ShipWorks logs them all as well. Manage -> Options -> Logging.

Brian

jasonb · Joined: 07 Feb 2012 Posts: 83

In my case i get a shipworks error in Action "Online Update". "Upload Error Shipment Details: Amazon indicates that your account is over its API request limit. Please wait a few minutes and".

Sometimes i can highlight the error in SW and click Retry. Other times on retry it says "x of the selected actions cannot be ran from this computer". Is there any workaround for this case so I don't have to manually add all the tracking number to Amazon? (A reason we use SW as well)

Brian · ShipWorks Staff Joined: 30 Jul 2004 Posts: 3608

jasonb: Please update to the latest version of ShipWorks (currently 3.1.20). I think that will help with those action errors.

Brian

robkaneff · Joined: 08 Nov 2011 Posts: 12

Brian, we are having the same issues as Jasonbi: Today, so far we have shipped 443 orders and 239 have the error message. This has been happening for the past 2-3 weeks. We have to go to the various computers and "retry". It usually goes through on the first retry, but only at the end of the day, when most shipping activity has ceased.. Thanks, Rob
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Thanks, Rob

Brett Berger · Site Admin Joined: 11 Jun 2010 Posts: 2455

@Rob. Are you running v3.1.20? Our development team says the new version should help with those update issues.
_________________
Brett Berger
Interapptive ShipWorks Support

robkaneff · Joined: 08 Nov 2011 Posts: 12

Brett, we will update to the newer version. Thanks, Rob
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Thanks, Rob

jasonb · Joined: 07 Feb 2012 Posts: 83

Any additional information on this topic? We are running 3.1.21.3248 and still having issues, actually happening a lot today. Checked our server clock and it is good.

NewGeardeals · Joined: 12 Feb 2008 Posts: 30

We are having the same issue and it just popped up today.

jasonb · Joined: 07 Feb 2012 Posts: 83

I'm also seeing this if it matters on the Amazon side... "do not list any errors, rather they just show 0 items included in the file"

gs5432 · Joined: 21 Mar 2012 Posts: 5

I am running version 3.1.20.3236 and I having the same exact problem. This isn't good.

NewGeardeals · Joined: 12 Feb 2008 Posts: 30

We are also running the latest version (3.1.21.3248).

joeahn0913 · Joined: 25 Mar 2012 Posts: 5

Same issue!
This is really critical because today is the settlement date for me.
It didn't happen yesterday, but starting to occur today.
Please fix this problem ASAP!!!

digiblue74 · Joined: 16 May 2009 Posts: 7

I encounter same problem today. approximate 200+ order tracking number is not upload to amazon.com.
I check the computer/server clock, and re-upload the detail still don't work.
_________________
combatoptical.com

commerceship · Joined: 26 Mar 2012 Posts: 6

Checking in with the same problem.
None of the orders that have been shipped has been updated with Amazon.

bluejet66 · Joined: 19 May 2011 Posts: 93

same issue here, manually updating online status does not appear to work either.

jasonb · Joined: 07 Feb 2012 Posts: 83

It does appear to be on the Amazon side. Some are getting processed now.

adebo · Joined: 12 Jul 2011 Posts: 10

We are also experiencing the same issue. This used to be sporadic, but today it is widespread. We have about 250 orders that did not automatically update and will not manually updated. This really hurt us due to the settlement date being today. Any updates on this issue? Thank you.

joeahn0913 · Joined: 25 Mar 2012 Posts: 5

Any update???? Sad

Brett Berger · Site Admin Joined: 11 Jun 2010 Posts: 2455

Amazon is experiencing technical issues with updates today. We hope they have it resolved soon.

http://www.amazonsellercommunity.com/forums/thread.jspa?threadID=214389

You may wish to contact Seller support for an update.
_________________
Brett Berger
Interapptive ShipWorks Support

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