1. The authorisation is missing or has expired

Question: Why is the order import blocked even though I have set everything up?
Answer: If PlentyONE does not have permission to access your Amazon account (missing or expired authorisation), the data exchange fails and orders are not imported. You can recognise this by the following error message:

Error: Access to Reports. (GetReportScheduleList) is denied

→ Check the connection status of your Amazon account under Setup » Markets » Amazon » New Settings. If it says Not connected, this usually indicates a permissions issue.
→ Solution: Renew the authorisation under Setup » Markets » Amazon » Settings. Open the respective account and click on the Settings tab, then on Allow access.

2. An order is missing / was not imported

Question: Why is an order not visible in the PlentyONE system?
Answer:

Possible causes:

• The token required for the Amazon interface has expired.

• You are trying to import old data (orders generated before linking Amazon with PlentyONE).

• Not all order data has been provided.

Solution:

• Renew the token (see point 1).

• Go to Setup » Markets » Amazon » Reports » Request to manually request the corresponding order report for import.

• PlentyONE checks approximately every 5 minutes if a new Amazon report is available. Once available, you can view it under Setup » Markets » Amazon » Reports » Processing.

3. Manually request reports for missing orders

Question: What to do if the Amazon account is connected and the token is up-to-date, but certain orders do not appear automatically?
Answer:

• Amazon orders, whether FBA (Fulfilled by Amazon) or MFN (Merchant Fulfilled Network) orders, are imported via reports. This means Amazon generates a report with order data that has not yet been provided or from a period that has been explicitly defined.

  So how do I create such a report?

• In the menu Setup » Markets » Amazon » Reports » Request you will find the following settings:
   

Procedure:

• Enter the period (start date and end date) during which the order(s) were received on Amazon that you want to import retroactively. The maximum period is one week. Make sure the period is chosen correctly. Especially for FBA orders, a longer order receipt period should be selected.
• Select the affected Amazon account.
• Choose the report type. 

• Which report type corresponds to which orders?

  MFN/fulfillment by merchant = Merchant Fulfilled Network - Order report - EU
  FBA/fulfillment by amazon = Amazon Fulfillment Network - Order report – EU

• Click on Request.

• This sends a request to Amazon to generate a report with the respective information. PlentyONE checks every 5 minutes to see if a new report exists and imports this report from Amazon.
  Once this is done, you can find and download the reports in the menu Setup » Markets » Amazon » Reports » Processing to review them. In this area, you can also see the status of a report. Initially, the status is Pending. PlentyONE then processes the reports at regular intervals.

  MFN/Merchant Fulfillment: every 15 minutes
  FBA/Fulfilled by Amazon: every 4 hours

• This process ensures that no orders are created twice.

• Here is the manual entry for the reports UI

  knowledge.plentymarkets.com

Overview (Table)