Here you find answers to the questions that come up most often in day-to-day work with the Amazon integration, and recommendations for a clean setup with FBM and FBA.
Why do my Amazon orders arrive in Xentral later?
Amazon only makes an order available after 30 minutes, because the buyer can still cancel during this time. After that, Xentral waits for the reports with which Amazon delivers tax-relevant data later, for example a different billing address or the VAT ID. As a rule, this takes a few minutes, but it can also take several hours. Xentral has no influence on this. During this time, the order appears gray in the journal with the status "Order detected in the sales channel".
How do I speed up the order import?
You have three options:
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Limiting the waiting time: In the Orders workflow, set a shorter waiting time under Import orders at the latest after and Import Prime orders at the latest after. For example, you can import only Prime orders faster and wait for complete data for all others.
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Not waiting for the billing address: Deactivate the option Waiting for a different billing address. Xentral then ignores different billing addresses. For B2B and FBA orders, Xentral still waits for the reports.
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Retrieving individual orders immediately: Import the order specifically via the order number in the journal under Automation > Journal. You separate multiple numbers with commas.
Tip
If you do without the waiting time, check billing address and VAT ID before shipping. If needed, temporarily deactivate auto-shipment.
What do the colors of the Amazon entries in the journal mean?
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Gray: Xentral is still processing the order. "Order detected in the sales channel" means that Xentral is waiting for the Amazon reports. "Order imported to Connect" means that the reports are available and the sales order is about to be created in Xentral.
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Green: Xentral has created the sales order.
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Red: An error occurred, usually a missing setting or an unknown product. The magnifying glass icon next to the entry displays the details.
The journal says "No product with number XXX found". What do I do?
Xentral did not find a product for the Amazon SKU. The integration does not create products automatically. This is how you proceed:
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Create the product in Xentral if it is missing.
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Store the external number with the designation SKU_FBM or SKU_FBA, the Amazon SKU, and the reference to your Amazon integration.
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Import the order again in the journal in the Orders tab with Import sales orders.
If you want to continue creating products from Amazon orders automatically, this is possible via a custom customization. Contact our support for this.
Xentral imported a different product than expected. What is the reason?
Xentral searches for the product via external numbers in a fixed order: first SKU_FBM or SKU_FBA with reference to the Amazon integration, then SKU with reference to the integration, then any external number, and finally the Xentral product number. If an SKU exists as an external number on several products, a wrong product may be matched. Maintain the external numbers uniquely with designation and shop reference.
My orders arrive with a red payment traffic light. Why?
The payment method for Amazon does not behave like an invoice. In the payment method, set the option Invoice in the Behavior like field and leave the Project field empty. Xentral does not apply a payment method that is restricted to a project to Amazon orders.
I cannot select a product as a shipping cost or discount item.
Only products that are marked in the product master data with Item is postage or Item is discount can be selected. Activate the option in the product, save, and select the product in the workflow again. Products marked in red in the workflow indicate a missing marking.
My orders arrive without auto-shipment. What is the reason?
Common causes:
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It is an FBA order and you use VCS or VCS lite. In this case, auto-shipment is deliberately deactivated because Xentral does not create documents.
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The shipping method or payment method is listed under Shipping methods without auto-shipment or Payment methods without auto-shipment.
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The total amount calculated by Xentral deviates from the Amazon amount by more than allowed. The sales order log then says "Online shop difference detected".
My orders arrive with the wrong shipping method.
In the Orders workflow, check the Shipping methods assignment. Amazon delivers standard and Prime variants separately, for example STANDARD and PRIME STANDARD. If an assignment is missing, Xentral takes the Default shipping method.
Amazon does not display the shipment tracking or displays it incorrectly.
In the Order status & tracking workflow, check the Carrier assignment. Every Xentral shipping method with which you ship Amazon orders needs a shipping service provider from the Amazon list.
How do I set up FBM and FBA cleanly?
In Xentral, create a separate project each for FBM and for FBA and enter them in the Orders workflow under Project for FBM and Project for FBA. This way, Xentral does not mix the processes and does not create delivery notes or stock bookings for FBA orders. In the FBA project, set the Picking method to Without stock booking, because Amazon handles the shipping.
My FBA orders are not completed. What do I check?
First check the FBA project: Is it entered under Project for FBA and is the picking method set to Without stock booking? After that, the completion depends on the invoice service:
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IDU: Auto-shipment creates only the invoice and completes the sales order. So that Xentral can upload the invoice to Amazon, it must be marked as shipped.
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VCS or VCS lite: Xentral imports the sales order without auto-shipment and creates no documents. The flow Complete open sales orders from project X completes the sales orders automatically in the background. You can also set up the flow for other projects via the flow library.
Why does Xentral not report any FBA stock to Amazon?
Amazon manages the stock of your FBA goods in its warehouses. Xentral only reports the stock level for self-shipped offers.
The stock is not updated at Amazon.
Check the external number of the product:
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Active: Yes
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Designation: SKU_FBM or SKU_FBA
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External number: The SKU from Seller Central, not the ASIN, and assigned only once
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Shop: Your Amazon integration
Also check whether the product is included in the product assignment and the Stock workflow is active. Xentral transfers the stock level as soon as it changes in Xentral. You trigger a single product immediately via Synchronize products in the product.
Tip
Export the filtered view in the Article external numbers module as a CSV file, correct the entries in the file, and import it again. Remove faulty entries beforehand via bulk editing in the module. You find more in the article Working with different product numbers in the shop/marketplace and Xentral.
My prices do not arrive at Amazon.
Check whether the Prices workflow is active and the product is included in the product assignment. If you selected a Customer group, Xentral only transfers prices of this group, not the default price. Trigger prices that you maintained before activating once in the journal.
My invoices are not uploaded to Amazon (IDU).
Check three points: The Receipts feature is active and Automatically transfer invoice documents is turned on, in the Orders workflow Amazon billing service is set to IDU, and the invoice is marked as shipped in Xentral.
I created the credit note in Xentral first. Why does it not arrive at Amazon?
The integration works in the order refund before credit note: You trigger the refund in Seller Central, Xentral creates the credit note from it and uploads it to Amazon with IDU. A credit note that you created in Xentral beforehand is not assigned to the refund by Xentral. Therefore, always trigger refunds in Seller Central first.
How do orders from France or Italy automatically get the matching document language?
In the Orders workflow, assign a language to each marketplace under Language assignment. The languages must be created in the Language list module.
Do I have to renew the connection to Amazon?
Yes. Amazon requires you to renew the authorization for the Xentral app once a year, counted from your first authorization. This takes less than a minute. You renew it in the Configuration > General settings tab in the Authorization section with the "Renew authorization" button.