FAQs

1. What does the "Synchronization cancelled" error mean?

R: In this case, open the Output data tab and click on Update fields and then on the Save button.

Once the changes are saved, refresh the connector by clicking on the Refresh button and wait for the synchronization to start.

2. Is it possible to send some product information from Sales Layer and leave out some to be updated directly from Amazon?

R: Yes, in the Connector Parameters tab, the "Requirement" field allows you to select several options: Listing, Listing Product Only and Listing Offer only.

If for example you wanted to send all product information except for prices,  you could select the Listing Product Only option.

3. Is it possible to send documents through the channel, as "PDF" files?

R: At the moment it is not possible to do so. 

The information available for submission is determined by product types and listings. As the product type fields are constantly being updated, it is possible that Amazon will add this feature to one or more product types in the future, but it is not available at this time.

4. Is it possible to create and send custom fields to Amazon that are not included in the list of fields provided by the Amazon product type?

R: No. Depending on the type of product selected, the connector will display the fields required by Amazon, and no extra information can be added.

5. How do I select the correct product type?

R: If in doubt, you can consult the "Product Classifier" in your Amazon account panel, or ask Amazon directly.

6. If my connector only sends visible items and I change the status of one of the products I send through the connector to draft or to invisible, will it be deleted on Amazon?

R: No, the connector does not delete anything. It will simply stop sending information about this product at the next synchronization. If you want to remove it from Amazon, it has to be done directly in your Amazon account.

7. How do I rotate my LWA credentials?

R: On February 6, 2023 Amazon announced that you must rotate your Login with Amazon (LWA) credentials (App Client secret) for all applications every 180 days. 

Please follow the instructions below to generate a new client secret in your Amazon panel and then update the Sales Layer connector with the new credentials:

1. Sign in to your developer account on Seller Central, Vendor Central, or Developer Central and navigate to the Developer Console page that lists all your applications.
2. From the LWA credentials column, find the expiry alert and select View.
3. (Optional) For ease of reference, you can store your existing LWA credentials securely in an encrypted form.
4. Choose Rotate secret, read the warning, then choose Rotate secret again.
5. Repeat Steps 2 for every application showing an expiry alert.

After you generate a new LWA credential (client secret), you must update your credentials for any applications that call the Amazon APIs so you would need to edit your Sales Layer connector and update the App Client Secret field with the new one.

Please note:

• Your old credentials expire 7 days after you generate new credentials.
• You’ll be notified 90 days before the expiration date
  • If you do not update the LWA credentials before the expiration date, your application will lose access to the Amazon SP-API and the connector will stop working. Please note that when the connector makes 30 consecutive unsuccessful connection attempts, it will be deactivated and the user will be informed in the Activity Log and in the notifications sections.

    If the user has email notifications configured he will receive an email with all the notifications generated in the defined period of time.

    In this scenario, the *1 credential check is triggered every time any credential field, such as app secret, language or country, is modified in the connector settings, and this will result in the following error:

    It will then be necessary to go to the Amazon SP API to create a new App Refresh Token for the connector to generate new credentials.

    
• In case you have more than one Amazon connector in Sales Layer, you will have to perform the same operation in each of them.

8. What happens when Amazon products are shared with more than one Seller and they are synchronized from Sales Layer?

R: If our product is sold by other Sellers, even if we send updated information through the connector, Amazon may show different information as it analyzes the product data with its own algorithms to provide common information to its sellers.

9. What does the external identification code error mean?

R: This error is usually received when Amazon does not correctly link your product code (usually EAN) with the catalogue. In these cases you should open a ticket with Catalogue Management at Amazon and request a review of the EANs that return the error.