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      FAQ: Orders

      The most common questions about Orders among users.

      I Can No Longer Manage Orders from MarketRock

      If MarketRock does not allow you to manage Orders, it is likely that the monthly Order limit has been reached.

      To check this, proceed as follows:

      1. From MarketRock, click on "your account."
      2. Go to Profile > MarketRock Profile > Profile Features.
      3. Under "manageable orders," check the status.

      If the limit has been reached, you can purchase an additional order package by clicking the Increase button. Contact your e-commerce manager if you have any questions or requests.

      I Can’t Print Orders

      If you encounter issues, try performing the operation in incognito mode. If the issue doesn’t persist in that mode, disable all Chrome extensions, then re-enable them one by one to identify the extension causing the problem.

      I Imported an Order, but It Wasn’t Linked to the Product

      If an Order is not linked to the Product and you see the message "Product not in catalog":

      • Verify that the Product is indeed present on MarketRock.
      • Ensure there are no spaces before or after the SKU.

      Why Can’t I Download Orders from eBay?

      If you can’t download orders from eBay, first check the Order Import mode from eBay here. If the issue persists, possible reasons include:

      • The eBay user token has expired. You need to renew it in Settings > eBay > Users > Renew token.
      • You haven’t linked your eBay account.
      • Too much time has passed since the last import. Contact helpdesk@ecommerce-manager.org.
      • Your internet connection is not working.

      Error Downloading Orders from Amazon

      If Amazon orders are not being downloaded, follow these steps:

      • Amazon authorization is valid for 365 days.
      • The user should receive an email from Amazon before expiration, prompting them to renew the token.
      • The user can remove authorization earlier via Seller Central.
      • Before expiration, the user can extend the duration directly from Seller Central.
      • Once expired, the user can re-authorize MR directly from Seller Central.

      I See an Error Message When Moving Orders from One State to Another

      If you see an error message when changing the order’s status, check if there are any communication workflows linked to that status that are incorrectly configured (e.g., empty or incorrect email addresses).

      Why Can’t I Delete an Order Status?

      For details on how Order Status works, refer to the documentation here.

      Before deleting an Order Status, ensure there are no communication workflows connected to it.

      To delete an order status, follow these steps:

      1. Select the order status with your cursor and click the "X" button.

      If even a single Order has passed through this status, deletion from the interface will not be possible.

      Why Does MarketRock Import the Order from eBay as Paid with "Other"?

      MarketRock updates the following information after the order has been downloaded from eBay:

      1. Payment status (paid yes/no).
      2. Shipment status (shipped yes/no).
      3. Order notes.
      4. Shipping method.
      5. Shipping cost.

      The payment method, however, is not updated. If the order was downloaded before the customer completed checkout, MarketRock will import it as paid with "Other." This information will not be updated later.

      In this case, you can use the "Cash on Delivery" checkbox on the order without losing it, as it won’t be overwritten by the payment method sent from eBay.

      Why Aren’t Shipping Details for an Order Received by eBay?

      If shipping details for an order are not received by eBay, possible reasons are:

      • You moved an order from a closed state back to a purchased or ready-to-ship state, altering its shipment status. If an order is marked as shipped once, it cannot return to "to be shipped," and the second update won’t be received by eBay.
      • The order is not marked as paid/shipped on eBay.
      • Verify that the eBay user token is still valid (Settings > eBay > Users).
      • Move the order from the Shipped state to another and back to Shipped. Occasionally, eBay may not process the request correctly, so it may need to be requeued.

      Why Is the Customer’s Phone Number Shown as "Invalid Request" for eBay DE Orders?

      Typically, "invalid request" is returned if the transaction is very old or if the requester is not the seller. This issue is specific to eBay DE, where the phone number is always returned as "invalid request."

      To modify this setting, go to "My eBay" and enable "Request phone number for shipment."

      1. In the top-left corner, where your username is displayed, click "Account Settings" > "Settings" > "Shipping Preferences" (click on "Show") > "Request phone number for shipment."

      This functionality, on other eBay sites, requires the buyer to enter a phone number during checkout. However, on the DE site, this option determines whether it should be included in the API response.

      Why Don’t I See the Customer’s Email on Orders from AliExpress?

      AliExpress does not provide the customer’s email as part of the order information.