Network Seller FAQ

If an order's tracking information is not syncing to your sales channel, it's likely that your API credentials are outdated & need to be renewed.

• Check your All Orders Report and filter for the sales channel in question to see if other orders have been affected. Any affected orders will have the tag "Marketplace Shipment Failed."
  
  
• Renew the credentials in your sales channel and send the updated credentials via support ticket for the relevant sales channel. 

When an order goes into No Match Found status, it means that the Cahoot system has not been able to match the order to a partner warehouse that can fulfill it. Cahoot does NOT monitor orders in No Match Found status so it's crucial that you proactively check for them daily and take action.

The most common causes of an order being placed in No Match Found are:

1. Inventory Issues:
   • One or more of the items in the sales order are out of stock at Cahoot locations. For tips on handling backorders in the Cahoot system, continue to the article here. 
     
     
2. Product Configuration Issues: 
   • The order is missing Alias SKUs (see article for handling of Alias SKUs in Cahoot).
   • The Cahoot Only Fulfilled setting is unchecked for that SKU.
   • International Product Data is missing from an international shipment. This data is required to move goods across international borders.
     
     
3. Missing Shipping Rates from some Carriers:
   
   • If the system is unable to receive shipping rates from some carriers, the shipping label for that order may need to be manually created in the system. This can occur due to a bad customer address, an issue with the carrier API, or carrier services/credentials being improperly configured.
       
4. Invalid Address:
   • This occurs when the customer's address is flagged as potentially invalid. Often, validating the address and resetting the order resolves such issues, but in some cases seller action may be required to confirm a valid address with the customer. Consult this article for additional information.

Orders are split by Cahoot for two reasons:

• All items in that order do not fit into a single package.
  
  
• A ll items in that order cannot ship from a single location. Make sure to replenish inventory in advance of stock outs. 

See this article for the list of standard boxes and mailers available from Cahoot. If your items do not fit in one of our standard packages, then you may require Custom Packaging for your inventory.

If damaged inventory is received at Cahoot, the inbound will indicate the SKU and quantity of any damaged units.

If your inbound shipped using Cahoot's Partnered Carrier, please send your supplier invoice as proof of value in the conversation panel so we can submit a claim with the carrier.

To clear damaged inventory from the Cahoot system, you can:

• Submit a work order to inspect or re-box units that can be sold if repackaged (this may require seller-provided packaging).
  
  
• Submit an Inventory Removal work order to return damaged units to you or your supplier for refurbishment or disposal.

If you cannot cancel an order in Cahoot, this means the order has already been picked/packed and Cahoot cannot prevent it from shipping. In such cases, we recommend reaching out to your customer to initiate a return upon delivery.

If Cahoot selects a more expensive shipping service than you expected, it's because:

• The carrier's estimated delivery date for the cheaper service falls outside the sales channel's required delivery window.
  
  
• Sales Channel API Limitations: Some sales channels (particularly Amazon Buy Shipping) don't return all carrier services in their API when there's a risk of late delivery.
  
  
• The dimensions or weight of the package make certain shipping services unavailable.
  
  
• Carrier service restrictions based on delivery location.

Learn more about the steps you should take if you believe a cheaper shipping option should be used despite the system's selection. 

Follow the steps on how to submit a claim with the carrier.