Skip to main content

Best Practices: Amazon

Best Practices for the marketplace Amazon can be found on this page.

1. Item data export

This checklist helps you to find out why an item has not been transferred to Amazon. (Please consider the explanatory note below.)

A brief explanation might be useful here:

In order to export item data to Amazon, you can use the automatic export which takes place at night. You can also use the manual export. To do so, go to System » Markets » Amazon » Data exchange » Data export. In both cases, a CSV file is generated. This checklist is supposed to help you when an item is not available in the generated CSV file. If the item is available in this CSV file, but it is neither displayed on Amazon nor in your Seller Central, you have to check the Amazon error reports for information about why the item has not been accepted by Amazon. Note that you still need an active data synchronisation with Amazon (in the deposited basic settings for Amazon).

1.1. How can I detect if an item has not been exported?

If you can answer all of the following questions with No, then the item has probably not been exported.

  1. Is the item available in the Seller Central?

  2. Is there an error message about this item in the Amazon processing reports (in the Seller Central under Inventory » Add Products via Upload)?

  3. Is the item available in the CSV file which you can generate by using the manual export in the menu System » Markets » Amazon » Data exchange » Data export?

Tip:

If you want to test whether one or more specific items cannot be exported, you can flag these items. You can filter the flags in the section of manual export.

1.2. How do I proceed to find out why an item has not been exported?

1.2.1. Last change

Check whether the last change to the item was made within the last 24 hours because only those items will be exported which were changed within the 24 hours. You can most easily find out when a variation has been changed the last time when you open the corresponding variation in the item. Within the line of the save icon you can see the date of the last change.

Date of the last change
Figure 1. Date of the last change of the variation

You can also see it in the table view, as in version 6. Switch the view to Variations and activate the column Last change.

Table type of the item overview
Figure 2. Table type in the item overview

To solve the issue, go to Item » Batch processing Tab Variations and select the option Update timestamp for market exports.

Batch processing
Figure 3. Batch processing “Update timestamp for market exports”

1.2.2. Are the settings in the tab “Availability” correct? (for each variation)

In general, the Web-API has to be activated and the correct platform must be deposited. (If you want to list on Amazon.fr, Amazon France has to be activated etc.).

Market availability of the item

Marketplace availability

In order to select order referrers, they have to be set visible. To make them visible in your menu, go to System » Orders » Order referrer.

Order referrer
Figure 4. Activating order referrers

1.2.3. Are the settings in the tab “Multi-Channel” correct?

Make sure that the corresponding product type is deposited.

1.2.4. Are the filters deposited in the basic settings correct?

This refers to the settings in System » Markets » Amazon » Settings. For example, you can define that only items with a specific flag should be exported. If the item is not marked with this flag, then the item will not be exported. You can further define that only those items are exported which are visible in the store. If the item is not activated for the store (in the section Edit item, Tab:Settings), then the item will not be exported.

Also pay attention to the other filters.

1.2.5. Price

If the sales price set for Amazon is 0.00 or if the sales price is not enabled for Amazon, then the item will not be exported. A standard price must be set. The standard price is a sales price which is neither a special offer nor the RRP. This refers to the option Price type in the sales prices under System » Item » Sales prices.

Sales price
Figure 5. Settings for the sales price

1.2.6. Active

If the variation is not active (Tab: Settings of a variation), then the item will not be exported.

Active
Figure 6. Active variation

The variations with attribute links and the single item variations (i.e. items with main variation only) should be active. Also consider the following note:

Deactivating a main variation without attribute link

If an item has variations with attribute links but the main variation has no attribute links, then the main variation has to be set inactive. Otherwise the main variation will be exported as single item. The main variation must be active if it has an attribute link.

2. Prime

Some basic information:

If we talk about Amazon Prime orders, we do not only mean orders from Prime customers on Amazon, but also include Amazon orders from non-Prime customers which use a shipping service (NextDay, SecondDay).

2.1. How are Prime orders processed?

The order is placed on Amazon and then imported into our system. When the order is imported, we receive information about whether the order is a Prime order and whether a service level (NextDay, SecondDay, Standard) has been specified.

Thus, there are five different possibilities:
  1. Prime Prime

  2. Prime NextDay Prime NextDay

  3. Prime SecondDay Prime SecondDay

  4. NextDay NextDay

  5. SecondDay SecondDay

In your plentymarkets system, the order type is indicated by the small symbol in the status bar in the order overview in the Orders » Edit orders menu. You can see which order type it is if you move the cursor over this symbol.

Symbol order overview
Figure 7. Symbol in the order overview:

2.1.1. Shipping profile

As with “standard” Amazon orders, the system searches for a suitable shipping profile for this order by checking the shipping profiles that are saved for this order. A precondition is that at least one item of the order was assigned. Otherwise, the system will not find the shipping profiles which are saved for the items contained in the order. The settings for those shipping profiles are very important here. We will now only consider the filter “Loyalty program”, but not the further settings. Of course, those settings have to be correct as well (e.g. referrer, activated table of shipping charges etc.).

2.1.2. Loyalty program

The filter Loyalty program checks whether a shipping profile matches an order. Vice versa, this means that if the filters are not set correctly, the desired order types (Prime, NextDay etc.) do not get the right shipping profile. Thus, if you want to create a shipping profile for e.g. Prime NextDay orders, you have to set the filter “Loyalty program” for the option Amazon Prime NextDay.

Prime loyalty program filter
Figure 8. Filter “Loyalty program” within the shipping profile

2.1.3. AmazonPrime service

After processing the order (invoice etc.), register this order for shipping on Amazon. As usual, you can do so by using a process, or go to the Shipping centre in the Orders » Shipping centre menu. When registering the order, the order’s shipping profile is checked for the AmazonPrime service that should be used. This setting is saved in the shipping profile, dependent on the country of delivery in the table of shipping charges.

Thus, the dispatch route and the shipping costs depend on the AmazonPrime service that is saved in the table of shipping charges of the order’s shipping profile.

2.1.4. Further information

Furthermore, the dimensions and the sender information are required.

The sender information is saved for each warehouse within the System » Orders » Shipping » Shipping service provider » Settings menu.

Fill in the following fields:
  • Company

  • Street

  • House number

  • Email

  • Postal code

  • Town

  • Country

  • Telephone

Which sender information is delivered depends on the warehouse that is saved for the order.

The dimensions are retrieved from the system, depending on which options were selected for the shipping package. The options are set within the System » Orders » Shipping » Shipping packages menu.

Settings shipping packages
Figure 9. Settings for shipping packages

Either enter the dimensions within the shipping package or import them from the corresponding item fields (in Version 7 for each variation within the Settings tab, in Version 6 within the base tab in the Length/Width/Height fields).

2.1.5. Defining shipping groups on Amazon

In order to offer orders on Amazon with the correct shipping method, a shipping group must be created on Amazon. Manage these shipping groups by using properties for each item on Amazon.

We recommend to use a property of the type text or selection. Link the property to the field merchant_shipping_group_name. Save the name of the shipping group you have created in your seller central as value for the text or the selection of the item. For further information on linking properties, refer to our manual.

2.2. Error messages and how to solve them

Sometimes error messages may occur when booking those orders on Amazon.

If an order was not supposed to be registered, you can check under Data exchange » API log in the Shipment_AmazonPrime process which information was returned by Amazon. (When logging into the shipping centre, the error message is issued in red.)

  • Error:TermsAndConditionsNotAccepted, Type: Sender indicates that the terms and conditions for Prime have not yet been accepted on Amazon. Solve this error by registering a Prime order on Amazon. The terms and conditions have to be accepted for this process. If this does not help, contact Amazon.

  • Error:InvalidRequest, Type: Sender indicates that the data is incomplete. The cause for this may be incomplete sender data for the warehouses, missing customer information (shipping address) or an unassigned or incorrect shipping profile in the order.
    Furthermore, the cause may be a value from the warehouse settings that has too many characters. Amazon only accepts values up to a certain number of characters for most fields.
    Another cause might be that dimensions are not transferred to Amazon. A cause for this may be that the option take from the item data is activated in the shipping packages settings, but there are no dimensions saved for the item.

  • Error:ShipmentAlreadyExists, Type: Sender indicates that shipping has already been booked for this order.

  • Error:no AmazonPrime Service selected indicates that no Amazon shipping service was saved in the table of shipping charges in the order’s shipping profile.

  • Error:ShippingServiceNotAvailable, Type: Sender indicates that an Amazon service was saved for the order that does not match the order type (e.g. NextDay). Different services should be used for the different order types on Amazon, which causes this error. Check whether the correct shipping profile was saved for the order and whether the correct Amazon service was saved in the shipping profile.

  • Error:ResourceNotFound, Type: Sender indicates that the order does not exist on Amazon or that the order was cancelled.

  • No Valid Warehouse Address indicates that no or no valid values were saved for the selected warehouse. Enter the values in the System » Orders » Shipping » Shipping service provider » Settings menu.

3. Error message: Request is throttled

This BestPractice page covers the error “Request is throttled” and how to solve it.

3.1. What does “Request is throttled” mean?

For each procedure, such as order import, shipping confirmations, stock synchronisation etc., the number of requests is limited by Amazon (Maximum Request Quota). If the maximum number of requests is exceeded, the procedure will be blocked. Further requests will then be rejected by Amazon. After a certain amount of time, little by little new capacities are enabled for the procedure (The Leaky Bucket Algorithm), and the transfer is enabled once again.

For more information on this topic, see Throttling: Limits to how often you can submit requests.

3.2. Major cause of the error:

This error often occurs because if you use a European Amazon marketplace account, a configuration in the plentymarkets system causes too many requests to be sent by this Amazon account.

Background: This means that within System » Markets » Amazon » Settings multiple Amazon accounts have been deposited for different platforms which all “aim” at the same European marketplace account.

Those accounts always have the same merchant ID. Several options have been selected in one or multiple accounts.

Amazon platforms which are often summarised in one European marketplace account (as of 15 May 2017):

Amazon.de, Amazon.fr, Amazon.it, Amazon.es, Amazon.co.uk

This error might also occur if you use further external programs which access your Amazon account and “overflow” your account in combination with plentymarkets.

3.3. How to solve the error:

If you use a European Amazon marketplace account, it is useful to activate procedures for only one marketplace account deposited in plentymarkets within System » Markets » Amazon » Settings. Otherwise, the data traffic of those procedures will be transferred for each Amazon account that is deposited in plentymarkets and has the same merchant ID.

Procedures which often cause this error and which should therefore not be activated multiple times:
  • Order import

  • Stock synchronisation

  • Stock changes

P.S.: An Amazon.com account does not count as a platform of a European marketplace account.

4. Manually creating reports for FBA orders and FBA returns

Sometimes Amazon FBA returns and FBA orders have not been imported or are missing. There are several causes for this issue.

4.1. Instructions on what to do if FBA returns are missing:

  1. Log into the Amazon Seller Central for Europe and go to Reports » Fulfilment by Amazon.

  2. Go to Customer concessions » Returns.

  3. An FBA returns report can be created here.

Note 1:

When selecting a time period for the report, always make sure that the date of creation of the FBA return is included.

Note 2:

Make sure to select the shortest possible time period for the creation of this report. If the time period is too long, issues may occur during import (depending on the amount of orders), and in the worst case, the process will crash. In this case, reports cannot be retrieved for another 10 hours.

Note 3:

Make sure that you do not continuously create reports, as only a limited number of reports can be retrieved. Normally, one report should be enough.

4.1.1. Import in plentymarkets

The order report created here is automatically read once an hour. An option for manual import is not provided here.

4.2. Instructions on what to do if FBA orders are missing:

  1. Log into the Amazon Seller Central for Europe and go to Reports » Fulfilment by Amazon.

  2. Go to Sales » Amazon Fulfilled Shipments.

  3. An FBA order report can be created here.

Note 1:

When selecting a time period for the report, always make sure that the date of creation of the FBA order is included.

Note 2:

Make sure to select the shortest possible time period for the creation of this report. If the time period is too long, issues may occur during import (depending on the amount of orders), and in the worst case, the process will crash.

Note 3:

Make sure that you do not continuously create reports, as only a limited number of reports can be retrieved. Normally, one report should be enough.

Note 4:

If the report serves for internal purposes only and should not be retrieved, the report must be flagged as “read”. This is done by the Amazon support, by us, or by your own developer access (external program). You can find information on how to get external access in our forum.

4.2.1. Import in plentymarkets

The order report created here is automatically read every four hours. An option for manual import is not provided here.

5. MFN order import

This best practice tells you how to solve different issues which might cause your MFN orders (MFN = Merchant Fulfilment Network, i.e. shipment by the seller) to not be imported. As a precondition, we assume that the order import has already been activated in the basic settings for Amazon.

5.1. MWS registration

The MWS registration allows our developers to access your Amazon account. When the registration is finished, the access rights are displayed in your seller central within Settings » User permissions in the section Amazon MWS Developer Permissions. If we do not have these rights we can neither retrieve data from Amazon nor send data to Amazon (requests are blocked by Amazon).

Check whether developer permissions have been granted. To do so, go to Settings » User permissions in the Amazon seller central. Another indicator that no developer pemissions are available is this error message: Error:Access to Reports. (GetReportScheduleList) is denied. You will receive this error message for almost all requests if you have not set up any developer permissions. If you set the scheduled reports, then error messages are displayed in the logs or within System » Markets » Amazon » Data exchange » Reports. How to set scheduled reports is described below.

How set up the MWS registration is described in our manual.

5.2. Auth token expired

The Auth token is generated during the MWS registration. The token is used for the synchronisation between plentymarkets and Amazon and it is directly linked to the authorisation. The token has an expiry date. This is to ensure that interfaces which have already been deactivated do not have access any longer after the token has expired. Vice versa, this means that this token must be updated from time to time. When the token has expired, the developer permission granted with the MWS registration is not valid any longer and the synchronisation cannot be performed.

Check whether the token has expired by viewing the developer permissions in your seller central. Another indicator that the token has expired is the error message Access denied.

You can update the Auth token in the seller central under Settings » User permissions in the section Amazon MWS Developer Permissions. (The expiry date is set in the future. This ensures that the permissions are valid once again.)

5.3. Wrong access data

Naturally, to enable contact between our system and your Amazon account, the access data saved in the basic settings must be correct.

If the seller token is not saved correctly within the basic settings, the error message reads: ERROR: AuthToken is not valid for SellerId and AWSAccountId.

The correct token and your seller ID (merchant ID) can be found via the MWS registration (at the end of the registration). As an alternative, you can enter the merchant ID into the field for the seller token.

After you have changed the seller token in the basic settings for Amazon, click on refresh token under System » Markets » Amazon » Data exchange » Reports » Tab: Token Refresh. This way, the changes apply immediately.

5.4. Scheduled reports

If all of the issues mentioned above are solved, you can start the synchronisation. In order to import orders, Amazon has to generate reports which contain the orders. We retrieve those reports.

The generation of the reports is not preset in the Amazon settings. You need to carry out the settings.

Go to System » Markets » Amazon » Data exchange » Reports » Tab: Scheduled reports to set up the continuous automatical generation of scheduled reports. This function is called scheduled reports.

  1. Select the Amazon account.

  2. Select the interval under MFN Orders

  3. Click on the gear-wheel icon Schedule MFN order report

We recommend to use 15 minutes as interval because reports from Amazon which are not marked as retrieved are retrieved every 15 minutes.

Click on Import report list to check whether your settings were saved.

Viewing the scheduled reports
Figure 10. Viewing the scheduled reports

As a result, the schedulers that you have activated for your Amazon account are displayed. The report type Get Orders Data is required for the MFN order import. It should be set to 15 minutes. This setting may cause orders to be imported late (for example if the interval is set to weekly).

5.5. Further error messages

If you receive the error message The seller does not have an eligible Amazon account to call Amazon MWS., the cause may also be that our system is not authorised to access Amazon. Check the developer permissions as described above. If they are not available, add the permissions via the MWS registration. If this does not help, contact Amazon. (Either your seller account is no power seller and therefore the Amazon MWS API cannot be used or your account is not completely activated).

To top