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FAQ and Troubleshooting
Check for the answers to the most common questions and solutions of frequently encountered issues in this guide.
Cannot Upload File
If you get errors trying to connect your file to Sellbery, there are a few possible reasons that may cause this. To determine what exactly is wrong, pay attention to the text of the error message that pops up on Sellbery. Incorrect File Format. The supported file formats are: .csv, .xls, .xlsx. Any other formats will not be accepted. Incorrect File Size. The maximum allowe
What happens to my uploaded products if I cancel my Sellbery account?
If your Sellbery account is canceled, the product and order data synchronization processes stop at once. However, the products that have already been uploaded to your Export Point systems via Sellbery remain there. No products are deleted from either Import Point or Export Point systems! If you wish to stop using Sellbery for some time and then come back to using it in the future, you do not need to cancel your account. You can downgrade it to the Free Plan and keep all the projects that yo
Can I connect my store to multiple marketplaces at once?
It is possible to connect your store to multiple marketplace and eCommerce systems at the same time. If you wish to create multiple connections within the same Sellbery project, you need to choose your Import point again for each Export point that you would like to use and link these systems to each other as shown on the screenshot above. The products need to be downloaded
Product Upload Issues
You have completed all the steps and uploaded your products, but they are not showing on the target eCommerce system or marketplace? This may happen if the target system has rejected your products for some reason. The most efficient way to resolve the issue would be checking the error reports returned by the Export point API and eliminating the cause of the error. Go to the Reports The error is shown for each product SKU individually. Read the text of the error carefully to determine the r
How can I order Professional Channel Setup?
Sellbery Setup Service can be provided by our team for an additional charge. The price of the Professional Channel Setup is $199. To order the service, please contact our Customer Support team by email email@example.com and provide the information about the sales channels for which you would like your Sellbery project to be configured. Then our Billing department will send you an invoice to pay for the Channel Setup service. Once it is paid, our team will start the work on your project.
Products not imported to Sellbery
There are certain parameters by which products are downloaded to Sellbery. But, if you press the Download Products button and get an error saying that no products could be found, or do not see any downloaded products without any errors, there may be several reasons behind this issue. Incorrect Download Strategy You can choose the Download Strategy at the Settings tab for your Import Point. The available strategy options vary for each integrated channel, but the default option
Can I connect my store to Sellbery using a custom API?
At the moment, there is no possibility to connect your store to Sellbery if it is built with an eCommerce platform that is not integrated with Sellbery. The connection between Sellbery and the integrated channels is done via the API offered by those channels. Sellbery does not have its own API at the moment. The creation of Sellbery API is one of the most important tasks in our roadmap and our team is already working on this. We will announce the new feature as soon as it is ready. In the
Product Sync issues
Please pay attention to the difference between Product Upload and Product Sync terms being used in this guide. Product Upload is the process of manual upload of the products to the Export system via Sellbery. The manual Product Upload is done when the products are uploaded for the first time - before the automatic data sync is enabled. Product Upload is an independent action although it is a part of the Product Sync process on Sellbery. Product Sync is the process of automatic
Is it possible to edit and manage my listings on Sellbery?
It is important to highlight that Sellbery is not a Content Management System! There is no possibility to create, manage, update listings on Sellbery. It is also impossible to manage your customers' data or fulfill orders on Sellbery. Sellbery is a Product Listing Platform designed for transferring the product and order data from one channel to another and synchronizing the data across multiple channels. **!(https://storage.crisp.chat/users/helpdesk/website/3994830c33421600/59d807e1
Order Sync Issues
Order Sync is the process of importing the orders from the Export point system into the Import point system via Sellbery. You may read more about the Order Sync in the corresponding section of this guide, and here we will review the most common issues that may happen in regard to the Order Sync. Orders not imported to the Import point system First and most important, orders are only synced for the products that have been exported via Sellbery before! So, if the orders are
How do I cancel my subscription?
Your Sellbery subscription can be canceled at any time. To do that, go to the Billing tab and click on the Unsubscribe button. This action will cancel your subscription after the end of your Billing Cycle. For example, if your billing day is the 25th day of the month but you click to unsubscribe on the 15th day of the month, your plan will remain active until the 25th - t
Product data missing for downloaded products
Data missing at the Products tab When you check the list of downloaded products and see that some information is missing (no images, no SKU, no category, etc.), the most frequent reason for this is that the information is actually missing in your Import Point. You may have missed something when you created or edited the products in your Import Point, some of that information may not have been required before, or there may be some outdated products that you have already forgotten about.
Mapping page issues
Import Point fields missing If you open the Mapping section and do not see any fields in the Import point column, this means that your products have not been pushed from the Import point to the Export point yet. You need to go back to the Products tab on the Import point and push your products. Some of the "Required" fields not visible You can see the total number of "Required" fields that need to be mapped when you first access the Start Mapping page. This number may be different fro
How do you calculate SKUs?
SKU is a simple product item uploaded via Sellbery to different sales channels. The number of SKUs in your Sellbery plan shows the limit of SKUs that you can upload via Sellbery using your current subscription plan. This limit is provided for the whole time of using your Sellbery subscription, not on a monthly/yearly basis. If you need to upload more SKUs than your c
Can I connect a marketplace to a marketplace?
Sellbery is integrated with several most popular marketplaces in the world - Amazon, eBay, Lazada, Etsy, Walmart. And it is possible to transfer your products from one marketplace to another using Sellbery considering that a marketplace selected as the Import Point allows importing the product data from their system. However, any of the marketplaces do not allow importing order
How can I upgrade/downgrade my plan?
The option to upgrade/downgrade your plan is always available on your Sellbery Dashboard. You can click on the Update Plan button at any time and choose the Sellbery plan that best suits your requirements. You can choose the plan with a higher or lower number of SKU there. !(https://storage.crisp.chat/users/helpdesk/website/42927b2cf3d96c00/0932f34b-1369-42ed-b41e-5