Processing orders in BigCommerce (from Amazon, eBay, and Etsy)

Salestio can centralize orders from multiple marketplaces in one BigCommerce store. The option to fulfill orders from Amazon, eBay, and Etsy in one place can make the whole process more convenient for sellers. Today we cover how Salestio syncs orders, how to change the relevant settings, and resolve some common issues.

Salestio starts importing orders from connected marketplace accounts automatically. Go to Salestio > Accounts and add the marketplace account to start the import.

If you would like to disable order importing, go to Salestio settings after connecting the marketplace account. Select the marketplace account in the sidebar, uncheck the import orders option, and save changes.

Locate orders in Salestio

First, the orders are imported to Salestio. Then, they are created on BigCommerce. Salestio downloads marketplace orders shortly after they are paid. To find the orders, click on the Orders tab:

To find more details about a specific one, click the View button on the list entry. The details page shows the info about the ordered SKUs, customer contacts, and a log section below.

If an order is already created in BigCommerce, it will have the BigCommerce Order ID in the “Shop Order ID” column.

Click the “Filter” button to specify which orders you want to see depending on the Order fulfillment status.

Click the Export button in the Order Details section to manually create the order in BigCommerce. This is useful when automatic order import is disabled or when resolving issues.

Import orders to BigCommerce

Automatic order import is enabled by default, and Salestio will attempt to create a BigCommerce order based on the imported one.

• Imported orders are created with a matching BigCommerce SKU if possible. The ordered SKU will appear as a link to a BigCommerce page, and fulfilling the order will change the product stock in BigCommerce.
  In this case, the ordered item has to be in stock in BigCommerce to allow order creation.
• The orders can be created without matching SKUs but will not have the SKU on the BigCommerce order and the product will not have a link.

If the SKUs in your BigCommerce store do not match with marketplace listings, consider setting up an SKU mapping. With a mapping, you can set corresponding BigCommerce and marketplace SKUs in a table. Check more details and a quick step-by-step in our guide. The guide is based on the Shopify app, but BigCommerce features the same steps for mapping orders.

Marketplace orders will have the original marketplace specified in the “Order source” field (Amazon, eBay, or Etsy, depending on the source platform). Orders also display the icon of the source platform:

Salestio adds the related details to the corresponding fields in the BogCommerce order, including:

• Source marketplace
• Marketplace order ID
• Selected shipping method
• Customer contacts

If an order features customization, it is displayed in the Notes section as a link to an archive. To learn more about receiving order customization in Salestio, check the article below:
Customization on the imported orders from Amazon, eBay, and Etsy

By default, the orders are created in the “Awaiting Shipment” status. To customize this, please reach out to the Salestio team at support@salest.io.

Fulfilling orders

After an order is created in the BigCommerce store, you can fulfill it in any way that suits you:

• Add tracking and change status manually, as a regular BigCommerce order.
• Use a BigCommerce app for fulfillment (e.g. a 3PL app).

When an order is fulfilled in BigCommerce, Salestio will automatically update the marketplace with the same details and status. The details are sent to the marketplace when the status of the BigCommerce order changes. A carrier and a tracking number have to be added for successful fulfillment (“How would you like to ship?” and “Tracking ID” fields in BigCommerce).

For Amazon orders, enter “Shipping Method Description” to be used as “Shipping service” on the marketplace order.

• Fulfill the order directly on Amazon/eBay/Etsy.

After the order is fulfilled directly on the marketplace, Salestio will update the BigCommerce order with the corresponding status.

Order-related settings

To customize how the orders are imported to BigCommerce, check the Settings tab in Salestio. The app offers general settings for all marketplaces and some individual toggles for each connected marketplace account.

In the general section, you can enable notifications for order errors to stay updated if any issues appear.
Learn more: Notifications in Salestio

Below, enable the “Convert orders to default shop currency” option if the store and marketplace currencies are different. Salestio will convert currencies when the orders are imported to BigCommerce.

Each connected marketplace account has its own settings page with order settings. In the Settings tab, click on the marketplace account in the sidebar to make changes.

The options are similar for eBay and Etsy accounts:

• Option to disable order import for this account.
• Customize how the customer email looks after importing to BigCommerce.

Learn more about customizing customer emails here.

In addition to the above settings, Amazon accounts feature the following options:

• Enable/disable sending of Refunded or Canceled status to Amazon. This option is disabled by default. If you want to cancel or refund Amazon orders directly from BigCommerce, enable it here.
• “Import Amazon orders type” selector to filter out FBA or FBM orders. By default, only FBM orders are created in BigCommerce. Keep in mind that FBA orders cannot be fulfilled in BigCommerce, as they are fully managed by Amazon.

What to do when orders do not appear in BigCommerce

If an order does not appear in BigCommerce or other issues appear, try the following steps to diagnose the problem:

1. Find the order in Salestio > Orders tab.
   If the order is missing, check if the account is Active in Salestio > Accounts. Make sure the order is Paid on the marketplace.
2. Open the Salestio order.
3. Scroll down to the logs section to look for possible error messages.

The below error might appear when the ordered items feature modifiers in BigCommerce:

Missing MandatoryProductOptions. Please reach support to activate product mandatory options for order creation.

If your BigCommerce items use modifiers, reach out to the team at support@salest.io to enable compatibility mode and resolve this for future orders.

Another issue that can prevent creating the order in BigCommerce is insufficient stock:

Error during export order #123-0000444-0000444 in BigCommerce. Quantities of one or more products are out of stock or did not meet quantity requirements.

To resolve this, increase the BigCommerce stock, and Salestio will retry creating the order. As another option, disable inventory tracking in BigCommerce to allow overselling.

To avoid overselling and keep the stock synced across the platforms, link the products using Salestio Inventory Sync features. Check the guide for syncing BigCommerce with eBay.

Salestio helps to centralize order management in BigCommerce and improve efficiency. With the setup steps outlined above, you’ll be able to enhance your workflow and keep your business running smoothly. Find Salestio on BigCommerce Apps to get a Free 30-Day Trial.