FAQ

Common questions about orders.

Overview

Answers to the questions customers ask most often about orders.

Question	Answer
Do I need to import orders?	No. Orders from connected channels arrive in O2M on their own.
Why can't I see an order?	Check the date range (last 30 days by default), the status and Marketplace filters, and clear any Advanced filter.
I cancelled an order on the marketplace. Do I need to cancel it in O2M?	No. O2M updates the order to Cancelled and puts its units back on sale.
Why does a product say Unmatched?	Its channel SKU is not linked to one of your products. Link it, and future orders for that SKU will update stock.
Can I change an order's status?	Statuses follow the channel. The only manual change is Mark delivered, for channels that never report delivery.
Why is the address Not shared?	Some channels do not give sellers the customer's address.
Does a return go back on sale straight away?	No. Your team checks returned units first, so damaged items are never sold.