Q: Does DEAR sync new Amazon product names and SKUs that it hasn't yet downloaded previously?

A: During product download, DEAR automatically creates product categories and product brands for all product types in Amazon. When a sale is captured and synced to DEAR, DEAR will create new products (if not yet available in DEAR) and update existing products. In case Amazon has two products with the same SKU, DEAR will update one and ignore the second. Thus, it is recommended to have unique SKUs for your products.

Q: My Amazon product descriptions are not getting pulled into my Shopify store. When I checked, it seems that the product descriptions from Amazon are also not getting synced to DEAR. Would you know what's causing this problem?

A: To resolve this issue, go to the Amazon integration page on DEAR, then set the Use Amazon as master source for DEAR products option to Yes. This will pull product descriptions from Amazon to DEAR and consequently update your Shopify product descriptions as well.

Q: We have an existing Amazon store integrated with DEAR. We've recently opened a Shopify store as well. When we try bulk listing products sold in our Amazon store via DEAR, the quality of the images uploaded to Shopify is not as good as the images in our Amazon store. Can this be because DEAR lowered the quality of the images when it downloaded our products from Amazon?

A: The Amazon API doesn't allow extraction of the original images, only thumbnail-sized images. Amazon imposes this limitation to protect your content. Unfortunately, there is no way around this except to manually upload the same images used in your Amazon store to Shopify.

Q: We have one Amazon store that is already integrated with DEAR, and we're trying to add a second one. However, after clicking the + button on the Amazon Integration page in DEAR, entering the required information and clicking Connect, the screen just goes back to the original page and doesn't show the additional store. There's also no additional tab on the page to indicate that a new store had been added. I've been told that multiple storefronts could be added. Can you look into this?

A: You may have entered incorrect information on the DEAR Amazon Integration page or exceeded the maximum number of external integrations allowed for your DEAR account. To know for sure, click the button again – you should see the cause of the error at the bottom of the page. If it's just an encoding error, you may retry the operation. In the example below, it appears that the maximum number of external integrations has been exceeded. In this case, you need to purchase an additional external integration license from the My Subscription page on DEAR. Note that the base subscription in DEAR only allows a maximum of two (2) external integrations.

Q: I am trying to load consolidated orders from Amazon, which will eventually sync with Xero, but it's not consolidating orders the way it does in the Amazon settlement report. Why is this happening?

A: You will never be able to load all your Amazon sales on the same day because sales can stay as pending (not ready for fulfilment and with unconfirmed payment) in Amazon for up to two weeks before they become available for loading into DEAR. Since DEAR gets the original sale date in Amazon, not the payment authorisation date, it effectively loads sales with payments captured today but with the actual sales order date falling any time during the last two weeks. To resolve your problem, instead of consolidating individual sales on a daily basis, set your Amazon integration to No Consolidation to let DEAR capture individual sales as they happen.

Q: We have Amazon FBA and FBM, but many of our orders cannot sync with DEAR. What is wrong?

A: To ensure that your orders are properly synchronising with DEAR, ensure that you have turned on the Order Settings under Settings>Reference Books>Order Routing. For more information, see Order Routing for eCommerce Platform Integration.

Q: Do you integrate Amazon, eBay, and Magento sales invoices?

A: Yes, DEAR is capable of integrating with different sales channels, including Amazon, eBay and Magento. For eCommerce operators, DEAR offers order aggregation, catalogue management, bulk publishing and a lot more.

Q: It seems I could not see an Amazon order. I tried to re-download the order, and it does not seem to work. 

A: Make sure that you have selected a Customer on the Integration>Amazon>Setup page. This customer is used in case you need to consolidate orders for the day. This might require creating a generic customer first.

Q: Does DEAR's Amazon integration work with Japanese Amazon stores, or is it limited to Canada, the US, and Europe? If it's not available, what are your future plans about it?

A: It's not possible to integrate DEAR with Amazon Japan accounts, at least as of April 10, 2019. However, DEAR can integrate with Amazon North America, the US, Canada, Mexico and Europe. Regarding future plans to integrate with Amazon Japan, this largely depends on customer demand. We encourage you to leave this suggestion open on our forum so that other users can upvote your request.

Q: If the channel does not send down the currency code, would it be auto-registered as the base currency? I am selling on and, and I do not believe they send down a currency code. This means that an order might come in as a CAD order even though it is paid for in USD.

A: Amazon sends the currency code together with the order. In case Amazon does not send the currency code, DEAR uses the base currency for the order.

Q: How do the Default Line Tax, Default Additional Charges Tax, and Shipping Tax affect an order? If the channel is already set up with tax, how would the tax be mapped to XERO? I am in Canada, and we have GST (federal tax) and PST (provincial tax), so an order might have two (2) different tax components from WooCommerce. I have set up WooCommerce to calculate the proper tax for each component, but I do not see the tax codes in DEAR for mapping to Xero. Moreover, as far as I can see, DEAR only has three (3) tax types.

A: The Default Lines tax is used for order lines while the Additional Charges Tax is used for Shipping and other charges. DEAR uses these tax rules when there are no other tax rules from the mapping that matches the received order. However, regardless of the selected tax rule, the tax value of the order will be preserved, just like in WooCommerce.

Q: We sell on both Amazon US and Amazon EU. Can we use DEAR with both accounts at the same time? Or do we have to purchase separate licenses for each marketplace?

A: DEAR allows multiple Amazon stores to be set up from the Settings>Integration>Amazon page, as long as you have the necessary licenses for them.

Note that the DEAR base license has a limit of two (2) external integrations; more than that amount means additional license costs. To know more about the setup process for your Amazon stores, you might want to take a look at the DEAR - Amazon Integration video tutorial on YouTube.

Q: How do I record samples of stock in the Sales Order process other than as a zero amount sale, as my client does not want this to skew the gross margin on those items?

A: Unfortunately, the only way to provide samples is to create a 100% discount for the item. Margin is calculated based on the Average Cost in DEAR and should not be affected by the discount.

Q: How do we link Amazon SKUs to DEAR? If the SKU code in Amazon is different from the SKU code in DEAR for the same item, how do we map the item?

A: SKU is the unique identifier in DEAR, which attempts to map products using this parameter. This means that it is not possible to map various SKUs to the same product in DEAR.

Q: How do we allocate Orders set up in DEAR so that their SKUs are reflected in Xero? Is this even possible?

A: As long as the product has been synced from DEAR to Xero, it will be itemised in the invoice that goes from DEAR to Xero.

[Obsolete - Amazon Vendor Express was closed down in January 2019] Q: I was wondering if DEAR can support Amazon Vendor Express. This is a new program by Amazon to buy wholesale from suppliers directly and then fulfil as Amazon. This is a totally different thing from Amazon seller central and FBA. Amazon is moving in the direction of VE. Can DEAR support these orders?

A: Thank you for the suggestion. In order to have a connection to this new system, we need to check if Amazon Vendor Express already has an API interface that can be utilised to pull orders and products from the application. Our developers are in the process of investigation and will come back with an answer as soon as possible.

Q: I have three unshipped orders on Amazon, and they aren't processing on DEAR for some reason. I tried to manually process each order, but nothing happens. I also tried loading products and orders from the correct dates, but these are not showing up. The orders remain sitting in Unshipped status on Amazon, although they are ready for processing. What is wrong?

A: Manually delete the pending entries from the Amazon integration log and try manually loading the orders. The most likely cause of this error is that there is a product mapping issue preventing DEAR from properly capturing these orders. You can see what exactly the issue with these orders is when you download them manually.

Q: Do you have any videos or articles on how to process sales orders in bulk that come in from eBay and Amazon? I can't find any material online yet.

A: The DEAR - Amazon Integration video tutorial describes how to process orders in bulk from DEAR. The video shows how you can either consolidate orders that are captured for the day or automate the fulfilment process of pick, pack, and ship.

Q: I do not have an Amazon Pro account, and it's not as easy as just asking them for an upgrade – I've already asked, and they still don't have the ability. I would have to recreate all my listings, and that would be a crazy amount of work. Can I not use DEAR if I just have a regular Amazon account?

A: Unfortunately, the API interface is only available for Amazon Pro accounts. We cannot communicate with individual accounts and pull sales if the API is not available.

Q: We are currently looking into a new order/inventory management system. We have three (3) Amazon stores and two (2) eBay stores. Can DEAR handle this channel mix?

A: Yes, we support an unlimited number of Amazon and eBay stores, so long as you have the necessary licenses for them. Note that the DEAR base license only includes licenses for two (2) integrations.

Q: When integrating with Amazon, in regard to the sales information brought back into DEAR, do the numerous Amazon charges incurred get split up and reported individually daily, or are they consolidated daily?

A: We load all sales individually and, depending on your Amazon integration setup, either create individual orders or one consolidated order for the day in DEAR.

Q: I am setting up both Xero and DEAR from scratch from the beginning of the NZ financial year (April 1). I have loaded into Xero the opening Trial balances (note we had zero inventory). In regard to inventory in DEAR, I have set up all our supplier contact details and stock items. In DEAR, is it best to bring the accounts up to the current date, enter all the inventory purchases, and ignore any sales from inventory? Then, once all inventory is entered to link up to Amazon starting from April 1, all sales will then be reported from that date and stock will be deducted accordingly in DEAR?

A: Generally, you need to load initial balance effective as of a given date, and all purchases and sales after this date must be imported/entered as purchase orders and sales invoices in DEAR. You will also be able to load historical sales from Amazon. Stock will be deducted accordingly. For more information, check the DEAR - Amazon Integration video.

Q: My main question with this company now is that they are planning to integrate Amazon and Shopify. For Amazon, they have Amazon's automatic SKUs and ASINs and slightly different titles. For Shopify, they have SKUs different from Amazon ASINs. I wonder if there is anything that I can do to 'link' the two (Amazon and Shopify). What are the fields in Amazon that are used to match the products? Title, SKU, ASIN, anything else? Also, I do not see any additional fields in Shopify to use – only SKU and barcode are there. And barcode is also occupied.

A: Make sure that Amazon and Shopify have the same SKUs for the product, and all SKUs in Shopify are unique. For Amazon, we can only import unique SKUs. For Shopify, SKUs can be duplicated.

Q: We have our stock in the DEAR main warehouse. For example, SKU1 = 12 x PWR+ Drinks. On Amazon, we sell the stock in packs of 5 (SKU5) and 12 (SKU12). I've set up Amazon as a warehouse in DEAR so that Amazon sales are picked only from the Amazon warehouse. How do I map my SKU1 stored in our main warehouse to SKU5 and SKU12 in the Amazon warehouse? I guess I can do a stock transfer from the main warehouse to the Amazon warehouse, but SKU1 does not match SKU5 and SKU12, which I need to have in the Amazon warehouse to match the Amazon sales. What should I do in this regard?

A: You need to transfer SKU1 from the main warehouse to the Amazon warehouse. If SKU5 is a pack of 5 SKU1, then you can set SKU5 as an auto-assembled product with 5 units of SKU1 in the bill of materials. Then, once the sale order for SKU5 is authorised, SKU5 will be assembled automatically. Another way to do this is to set up SKU5 as an additional unit of measure for SKU1, with 5 SKU1.

Q: If a single product is called SKU1 in DEAR, but in Amazon, the same product is set up as SkuA, how can I match the sale of skuA in Amazon to the stock in DEAR warehouse called sku1?

A: We are thinking of possible ways to map SKUs from different sales channels, although we do not have a solution for this currently. If you have different SKUs in Amazon, you can consider adding an auto-assembly bill of materials for SkuA with sku1 as a component so it can automatically pull the corresponding items from DEAR.

Q: I have read a problem that DEAR has with Amazon integration. The title was: "DEAR recently launched Amazon integration in Beta, which is great, however, in order to sync items in DEAR to your store, the product titles need to be the exact same. This causes a problem when the desired listing on Amazon needs to be different than on other channels. In my example, we are a manufacturer with our own Shopify store and a presence on Amazon. When we list on our own Shopify store, we have no need to call out our brand in the title of our goods. However, when we list on Amazon, that becomes completely necessary. Also, titles on Amazon are CRUCIAL to search rankings, so the ability to flex and try new titles for better rankings serves a business well, but with DEAR, that is not possible. For the Amazon integration to provide real value, this title issue needs to be resolved." We are having exactly the same problem, we have many different listings, and they need to be different titles. When are you scheduled to fix this issue, as this is a massive stumbling block to our integration with Amazon?

A: DEAR uses SKU as a unique identifier as well as a product name – this helps automate the process of listing/downloading products from other channels. Although there is no solution for this issue as of the moment, we will continue to review this and will notify users of any changes to current functionality.

Q: I cannot figure out how to load products onto Amazon using the new Amazon integration. I have 226 products in DEAR, also listed under the Amazon Catalogue tab on DEAR, and I'd like to create Amazon listings for them. How do I do that?

A: Product listing from DEAR is not available in the current integration. Products can be loaded from Amazon, but cannot be published to Amazon. We are looking into options to create a separate module which will allow product publishing to Amazon.

Q: How do I combine products, so inventory is kept in sync? I sell on Etsy, Amazon, eBay, Magento and Shopify. On some of these channels, the SKU is different. For example, Etsy always creates its own SKU, and I can't change it through Etsy. How do I combine this item with the same item with a different SKU in Magento?

A: DEAR treats the SKU as a unique identifier. Ideally, SKUs should be the same across all of your sales channels. However, it is not currently possible to combine or link products with different SKUs as the system automatically attempts to match products based on the SKU and description.

Q: Can Amazon FBA integration be set up in such a way that FBA stores all our stock and takes and fulfils orders, while DEAR only tracks what we've sold, what we're owed, and what stock is remaining?

A: DEAR is compatible with this basic requirement. To set this up, create a special warehouse in DEAR that will hold the stock that you send to Amazon FBA. Then, under the Amazon Integration page, set Location for Amazon fulfilled orders to Do not process Amazon fulfilled orders, allowing the 3PL integration to ignore sales in this location. In addition, when sending the additional stock to the FBA location, you can perform a stock transfer to that location, allowing DEAR to properly track inventory.

Q: I tried linking Fulfilment by Amazon (FBA) products with actual DEAR products on the FBA integration page. Unfortunately, the product mapping does not seem to be working – it is only mapping to randomly created Amazon products containing FBA suffixes, not the actual DEAR products. What's wrong?

A: You should make sure to link the FBA Product to a DEAR product on the Amazon integration page, not only the FBA integration page.


Q: I have orders on Amazon FBA that are showing their status as Failed. A check of the logs shows the following error: "Processing fulfilment request finished with status: Failed. Message: The request must contain the parameter CountryCode."

A: This is probably due to an issue with the shipping address. Make sure that the name of the country in the shipping address is in English since DEAR cannot translate non-English country names into the required ISO country code in FBA.

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