Why is my marketplace fulfilled order not yet visible in ChannelEngine?

// Contents

Introduction
Order flows
  Regular order flow (fulfilled by the merchant)
  Regular order flow (fulfilled by the marketplace)
  Pending fulfillment order flow (fulfilled by the marketplace)
Temporary orders

// Introduction

Some marketplaces like Amazon, bol.com, and CDiscount have the option to have your orders be fulfilled by them. While this takes away most of the worries about fulfilling orders, this does have a consequence for how orders are processed. 

The flow of fetching orders from the marketplace and when they are available in ChannelEngine will be different depending on the scenario. Each individual scenario is explained below, but please be aware that marketplace fulfilled orders will always appear later in ChannelEngine than regular merchant fulfilled orders. For example, Amazon will not have FBA orders available for import until the (first) shipment is exported. Especially around busy sales periods and weekends, there will also be a delay in when an order is placed and when it becomes available in ChannelEngine.

// Order flows

/ Regular order flow (fulfilled by the merchant)

With a regular order (fulfilled by the merchant) the flow for getting an order is something like below:

  1. [12:39 - Thursday 9 March] Order is placed on the marketplace by the customer.
  2. [12:45 - Thursday 9 March] Payment is processed by the marketplace, the order becomes available via their API.
  3. [12:50 - Thursday 9 March] Order is fetched by ChannelEngine, become available in ChannelEngine (web interface, API, etc)
  4. [13:01 - Thursday 9 March] Order is fetched and acknowledged by the merchant's system (and the merchant fulfillment flow starts)

As you can see by this example, there is not a lot of time between the placement of the order by the customer and the order becoming available in the merchant's system.

/ Regular order flow (fulfilled by the marketplace)

However, if the order is fulfilled by the marketplace the flow for getting order information is different (because shipment information is also needed as it needs to be marked as 'shipped' on creation):

  1. [12:39 - Thursday 9 March] Order is placed on the marketplace by the customer.
  2. [12:45 - Thursday 9 March] Payment is processed by the marketplace, the order is forwarded to the internal fulfillment.
  3. [17:50 - Thursday 9 March] Order is picked and ready for shipping.
  4. [0:10 - Friday 10 March] Shipment is picked up by the carrier and goes to the internal sorting process.
  5. [9:23 - Friday 10 March] Track&Trace is available, the order is marked as shipped and the shipment is now available via the marketplace's API.
  6. [9:33 - Friday 10 March] ChannelEngine fetches the shipment and order information and creates the order in ChannelEngine.
  7. [9:50 - Friday 10 March] Order is fetched by the merchant's system for reporting purposes (as there is no more fulfillment needed).

However, as shown in the above scenario, the complete order was shipped in one shipment. There are however cases where an order contains multiple orderlines / items which are shipped in separate shipments at separate times. This causes orders to be created, but with incomplete information/missing orderlines (although in some scenarios we do try to mend them automatically). For reporting purposes, incorrect order line totals could create problems. Therefore, ChannelEngine also offers the option to create temporary or 'pending fulfillment' orders.

/ Pending fulfillment order flow (fulfilled by the marketplace)

These orders basically follow the same flow as above, however, they are held for a longer period of time before becoming available in ChannelEngine:

  1. [12:39 - Thursday 9 March] Order is placed on the marketplace by the customer.
  2. [12:45 - Thursday 9 March] Payment is processed by the marketplace, the order is forwarded to the internal fulfillment.
  3. [17:50 - Thursday 9 March] Part 1 of the order is picked and ready for shipping.
  4. [0:10 - Friday 10 March] Shipment is picked up by the carrier and goes to the internal sorting process.
  5. [9:23 - Friday 10 March] Track&Trace is available, the order is partially marked as shipped and the shipment is now available via the marketplace's API.
  6. [9:33 - Friday 10 March] ChannelEngine fetches the first shipment and order information and creates a temporary order (which isn't visible) in ChannelEngine.
  7. [18:40 - Friday 10 March] Part 2 of the order is picked and ready for shipping.
  8. [0:10 - Saturday 11 March] Shipment is picked up by the carrier and goes to the internal sorting process.
  9. [7:43 - Monday 13 March] Track&Trace is available, the order is fully marked as shipped and the shipment is now available via the marketplace's API.
  10. [7:55 - Monday 13 March] ChannelEngine fetches the second shipment and order information and creates a temporary order (which isn't visible) in ChannelEngine.
  11. [9:33 - Friday 17 March] There were no new shipments retrieved from the marketplace and the pending fulfillment period is passed. Therefore a real order is created in ChannelEngine.
  12. [9:50 - Friday 17 March] Order is fetched by the merchant's system for reporting purposes (as there is no more fulfillment needed).

In the above scenario, the order was split up in 2 separate shipments. Because the pending fulfillment option was enabled, the order was imported completely and correctly in ChannelEngine. However, if this is enabled you (and your reporting) will need to take into account that these marketplace fulfilled orders will be available for import after x days.

// Enabling temporary orders

If these 'temporary' orders are enabled or not and for how long they are stored before creating a real order, is depending on specific settings.

  • These settings can be configured for every plugin that support marketplace fulfilled orders
  • These settings are hidden, they can only be changed by ChannelEngine.
  • If you want to have this feature enabled or disabled, or want to change the waiting period, please contact your customer success manager or our support team.