Product not found
This is most often caused by the product in the order not being correctly linked to the product in Sello, look out for the below signs of an un-linked product:
- The Art.no looks different from regular orders and the image is missing
- You find the message No product found in the order history
- When you click on the article number in the order to search for it the search is 0
My product is un-linked
If you notice that one of your products is un-linked, the reason is most often one of these:
- The product was created directly on the marketplace, not via Sello.
- The product was created with one SKU or EAN / GTIN code, but the code has been changed to something else.
- The product has been re-created in your external system, with a new internal identifier.
If you are not sure what the cause is for the product being un-linked, you can contact our support to look into it.
Product created directly on the marketplace
If the product was created directly on the marketplace, not via Sello, you will need to manually take it down from the marketplace. Since there is no connection between the product in Sello and the product on the marketplace, Sello is not able to take it down or update it.
The exception to this is if you have matched the product in Sello to a product on the marketplace, this can be done for channels such as:
- Amazon
- Zalando
- Bol
- Fnac
- Most Mirakl-based marketplaces
I have changed SKU, EAN / GTIN
Depending on the marketplace, changing the SKU, EAN / GTIN of a product can be detrimental to the sync, and should be avoided.
Since this varies greatly between marketplaces, always check with our support before making these changes!
Product has been re-created
If the product has been re-created in your external system, with a new internal identifier, this will create a brand new product in Sello. This brand new product will not be connected to the product on the marketplace, and you will need to follow the below steps to connect the products:
- De-activate and take down the old variation of the product, log in to the marketplace to make sure it has been taken down.
- Activate or match the new version for the marketplace.
Contact our support if you have questions regarding these steps.
I have a webshop
In case you have a webshop where the order is supposed to be created, you may see the below error as well.
This means that we were not able to create the order in your external system, and there are two reasons this can happen:
- The product is out of stock or not active in your external system
- The product on the marketplace is un-linked to Sello
Make sure to check if the product is fully active towards Sello, and has enough quantity, in your external system. If the product was inactive or did not have enough quantity, you can simply adjust those settings and then re-send the order from the error message in Sello.
If you suspect the product may be un-linked, you can read more about un-linked products in the header My product is un-linked.
If you need help transferring the order from Sello to your external system, contact our support.