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Missing customization information ( shipstation )
Hello,
Upon printing the packing slip using ShipStation software, we encounter an issue where customization information, such as custom name, color, size, etc., is not displayed. We reached out to ShipStation, and they mentioned that they do not receive information from Amazon.
How can we resolve this matter? Is there an email address on the Amazon side where we can report this issue? we don't face this problem with Etsy. Also, When we print the packing slip within Amazon Seller Central, all information is included.
Thank You
10 replies
Seller_jvpxdrhdlNEo5
@priscilla_amazon Can we take a look at this?
priscilla_amazon
Hi @Seller_jvpxdrhdlNEo5and @Seller_tfJYchbIZsTUy, I checked in with the Custom team and they confirmed there are no issues on our end as the information is successfully sent to ShipStation, however it seems they are unable to receive it.
Our suggestion is to raise this concern directly with ShipStation and in the meantime, download a Custom order report files and access the customization information manually until ShipStation can identify a solution in their system.
Additional information on Custom order report: https://sellercentral.amazon.com/help/hub/reference/G201822830
Keep us posted!
Priscilla
Seller_jvpxdrhdlNEo5
Once I contacted ShipStation, they told me the same thing: there are no issues on our end, as we are not receiving any data from Amazon. Is there a phone number I can provide to one of the ShipStation members so they can call Amazon and discuss this?
priscilla_amazon
Hey @Seller_jvpxdrhdlNEo5,
Apologies for the delayed response, the Custom team recommended to first try manually pulling fulfillment details using the instructions on this "Fulfill Amazon Custom orders" help content page.
If you're able to download correct information manually, that would show that Amazon is correctly sending fulfillment data and we can inform ShipStation that their system may be missing something.
Keep us posted!
Thank you,
Priscilla
Seller_tfJYchbIZsTUy
ShipStation claims it’s on amazons end and Amazon claims it’s on ShipStations end 🤷🏻♀️
I have contacted them and get told that isn’t not coming through from Amazon. I don’t know anything about how that is coded and it’s really time consuming to pull the custom order info and then match it up to the orders on ShipStation which in turn increases the chances of mistakes.
Is there anything Amazon and ShipStation can communicate with each other about this issue without having a seller be the go between?
Seller_jvpxdrhdlNEo5
@TaylorR_Amazon
Instead of closing my thread regarding this, maybe you guys can solve it? I spent a lot of time creating another thread because many sellers are facing the same issue. You're just closing it as a duplicate without providing a solution. I'm wondering if they understand the issue.
Seller_tfJYchbIZsTUy
I’m not sure, it seems that neither of them want to invest the time to speak to one another to solve the issue at hand. Each blames the other and on and on it goes. Meanwhile sellers like us are stuck in the middle with no answers.
Seller_jvpxdrhdlNEo5
We have the same issue with coupons as well, They don't care for the small business or there is some other issue. Maybe I should act like a Chinese that way probably they are willing to help.
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