Seller FAQ

Steps to Find Your Cahoot Order ID.

Go to Orders → Orders and filter for the shipments you want to track. Then add the Tracking Number column to check the delivery status.

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In the top navigation click Reports → Orders Report.

Follow these steps to Export Sales Orders and Tracking Numbers.

Order confirmation and tracking emails are sent through your sales channel directly, not Cahoot. Check your channel’s notification settings to manage customer emails, including resending confirmations when necessary.

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

Cahoot supports major carriers including:

• USPS: Priority Mail, Ground Advantage, Priority Express, etc.
• UPS: Ground, 3 Day Select, 2nd Day Air, Next Day Air, etc.
• FedEx: Ground, Express Saver, 2Day, Overnight, etc.
• DHL: Express and Ground services

Regional carriers and additional services can be added upon request. Contact Cahoot Support to discuss specific carrier needs.

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.

Orders shipping to PO Box addresses are limited to specific carriers, which can result in higher shipping costs:

• USPS: Can deliver to PO Boxes using Priority Mail and Express services
• DHL: Limited PO Box delivery in select areas
• UPS & FedEx: Cannot deliver to PO Boxes

Since UPS and FedEx ground shipping options are not available for PO Boxes, Cahoot automatically selects the most cost-effective available service, which is typically more expensive.

If an order's tracking information is not syncing to your sales channel, it's likely that your API credentials are outdated & need to be renewed.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

For channels with native Cahoot integrations, API disconnection must be handled through Cahoot support.

• Submit a support ticket requesting API disconnection for your specific channel
• Include your account details and the specific channel you want to disconnect
• Cahoot support will safely remove the API configuration without affecting your order history

Note: For third-party managed integrations (like GeekSeller or Sellercloud), you'll need to disconnect the API on their platform directly, as Cahoot doesn't control those configurations.

If orders aren't importing from your sales channel, check these common causes:

• API Credentials: Outdated or expired credentials prevent order import
• Channel Status: Your sales channel integration may need reauthorization

Submit a support ticket with your sales channel details for troubleshooting assistance.

Cahoot offers three label printing configurations that can be set at the account level:

These settings are configured by Cahoot support at the account level. Contact support if you need to change your printing format based on your workflow or printer setup.

By default, each account gets 2 users (not including your primary login).

• Click your name in the top navigation and select Users & Roles.
• Follow these steps to Add Users & Roles.

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. Learn about the common reasons orders go to No Match Found.

Orders are split by Cahoot for two reasons:

• All items in that order do not fit into a single package
• All 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.

Cahoot supports two barcodes (one primary barcode and one alternate barcode) per product. For products requiring additional barcodes beyond these two, submit a Barcoding Work Order to standardize to one barcode.

For SKUs shipping through Cahoot's fulfillment network, you can view (but not edit) the Package Data that Cahoot has configured.

1Go to Products → All Products.

2Find the SKU and click any three dots in the column headers.

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3Select Columns and choose My Package. You can also add Package Length, Width, and Height columns to view dimensions.

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Warehouse Assignment: Each inbound is assigned to a warehouse based on the products being sent and the estimated arrival time. It won't always be the same warehouse - the location can vary depending on capacity and logistics. For future inbounds, please submit them well in advance so we can coordinate and secure a receiving slot at the most appropriate warehouse.

Cahoot's system automatically assigns orders to fulfillment partners based on three key factors:

• Available Inventory: The partner must have the ordered product(s) in stock
• Destination Distance: Proximity to the customer's delivery address
• Lowest Shipping Cost: The most cost-effective shipping option for that order

The system evaluates all three criteria together to determine the optimal fulfillment location. While proximity to the customer is a major factor, the final assignment prioritizes the combination that provides the best overall value—ensuring the product is available, ships quickly, and minimizes your shipping costs.

All carrier or customer initiated returns are shipped to our returns warehouse. Items that are damaged and unsellable will be disposed. Inventory in good condition will be received and put into live inventory so it can be fulfilled from our returns location. Returns processing happens on a bi-weekly schedule.

If you would like your returns sent back to you, submit an inventory removal work order.

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 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