Integration errors in Amazon orders

Troubleshooting

Published on 9/12/2024

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Last update on 9/12/2024

Tags: orders, integration, marketplace

Keywords: Amazon, orders, integration

When an integration error occurs in orders between Amazon and a store, an error message is displayed for each affected order. To check if an order has integration errors, in the VTEX Admin, go to Marketplace > Connections > Orders, or type Orders in the search bar.

The most common errors in Amazon orders are:

SLA error
SKU out of stock
Inactive SKU
SKU with no trade policy
Unknown SKU
Communication error with the catalog

Solution

To fix integration errors in Amazon orders, consider the options in the following table:

Error message	Meaning	Required action
No available sla to deliver this order	Something is preventing the delivery of the order to the end customer.	To identify the root cause of the error and fix it, see SLA errors in marketplace order integration.
Order with SKU out of stock	There is a problem with the inventory associated with the marketplace.	To fix the error, see the Out of stock errors in marketplace order integration to identify which out of stock error is associated with the order. Then, follow the steps indicated in the documentation.
Inactive SKU	At least one SKU in the order is not active in the store catalog.	Check the SKU status by accessing the VTEX Admin, under Catalog > Products and SKUs, then activate a single SKU following the instructions in the tutorial Filling in SKU registration fields or activate multiple SKUs following the steps described in Activating SKUs in bulk.
SKU without trade policy	The SKUs in the order are active, but they are not associated with a Trade Policy used on Amazon.	To fix the error, you must associate the SKU with a trade policy linked to Amazon. To do this, follow the tutorial Associate a SKU with a trade policy
SKUs in the order don't belong to a VTEX Store, SKU ID is not an integer	At least one SKU in the order is not listed in the store's catalog, or Amazon has provided incorrect information in the order. If the SKU is not listed in the catalog, you must cancel the order.	If the SKU is listed in the catalog, you must contact Amazon so the marketplace can fix the error.
A communication error with Catalog System has occurred - Unauthorized access from seller x to sales channel y	The website associated with the store's main account does not have Amazon's trade policy selected.	To fix the error, follow the steps in Linking a store to a folder structure in CMS (binding) and select Amazon's trade policy.