Frequently Asked Questions

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Sales Channels

Category: Sales Channels

An online marketplace is a website that allows multiple sellers to sell their goods, taking a charge for the service they provide. Amazon, eBay and Etsy are all online marketplaces

Category: Sales Channels

A shopping cart (or webcart) is a piece of software that provides shop facilities that you can embed into your own website, or shop facilities you access through a specific domain name. Shopping cart software allows you to “sell through your own website” easily. Shopify, WooCommere, Magento and BigCommere are all examples of shopping carts.

Category: Sales Channels

Expandly currently supports Amazon, eBay, Etsy and Wish. If you have another marketplace that you wish to use, please get in contact to let us know.

Category: Sales Channels

Expandly can integrate with a wide range of shopping carts including Shopify, Magento and WooCommerce. A full list of all of the shopping carts you can connect to Expandly can be viewed here.

Category: Sales Channels

Yes you can! Please contact our Sales Team via our website, where you can request to be notified as and when a channel integration becomes available on Expandly.

Category: Sales Channels

We are constantly looking to extend the reach of Expandly and are working to a Development Roadmap that may include additional marketplace and shopping cart integrations in the future.

Category: Sales Channels

At present, Expandly does not support Jet, Rakuten, Sears, Walmart eBid or Bonanza.

Category: Sales Channels

Expandly currently supports Amazon UK, Amazon US, Amazon Canada and Amazon Germany, Spain, France & Italy.

Category: Sales Channels

Unfortunately we don’t support ekmPowershop at this time.

Category: Sales Channels

Amazon do not support an API for Amazon Handmade so unfortunately we are unable to pull in any Amazon Handmade customisation data. Should Amazon implement an API in the future, we will revisit introducing an integration. Expandly will however still be able to import sales orders from Amazon Handmade.

Category: Sales Channels

Yes, we are working to a Development Roadmap that will include supporting additional Amazon regions in the future. If you have a specific Amazon region you wish you connect with, please get in contact to let us know.

Category: Sales Channels

Expandly supports selling worldwide on eBay.

Category: Sales Channels

Expandly supports selling worldwide on Etsy.

Category: Sales Channels

Yes, you can! You can add as many marketplace accounts as required – there is no limit. Customers have been known to have 25+ eBay/Amazon accounts connected up to Expandly.

Category: Sales Channels

Yes – you can add multiple stores, with the same webcart, to Expandly. There is no limit on this and we have known customers have 5+ Shopify stores connect up to their Expandly account.

Category: Sales Channels

It is quick and easy to add sales channel accounts to Expandly. Processes will differ slightly depending on what sales channel you are attempting to add to Expandly, however, we have detailed instructions available in our Support Guides to help you with this.

Category: Sales Channels

Yes, you are able to remove channels from Expandly should this be required.

Category: Sales Channels

No, not currently however we are working to a Development Roadmap that will include supporting additional Amazon regions in the future.

Category: Sales Channels

OnBuy are not supported at this time.

Products and Listings

Yes, it is possible to import your existing products and listings to Expandly.

Yes, Expandly has both automatic and manual merging/linking functionality available, to allow you to correctly build up your products and listings in Expandly. This will ensure accurate stock levels across your online sales channels.

If you are wishing to use Expandly’s live inventory function then yes, products will need to be merged together to ensure accurate stock level updates across you online sales channel products and listings. Instead of merging your products, you can also link products together to ensure accurate stock updates.

If you have not correctly merged your products together, it is likely that stock levels will not accurately update on your sales channel listings when sales orders import. Instead of merging your products, you can also link products together to ensure accurate stock updates.

When adding sales channel accounts to Expandly, there are merge settings available that will allow you to merge your products by a combination of SKU and/or Title, SKU Only, Title Only or Do not Merge. If you are unsure about the best merge setting for you and your business, please get in touch and we will be happy to discuss.

Yes, when you import your listings, your images and descriptions will also be imported to Expandly.

There is no limit to how many SKU’s you can have in Expandly, however, if your account is very large, you may require a dedicated server to ensure speed of use. If you believe that you may require this, please get in touch and we will be happy to discuss in more detail.

Yes, Expandly have functionality available to assist with creating and managing any bundles or kits you may sell.

Yes, you can use our Ghost Stock feature, which enables you to list a quantity which will be the lower of your actual stock level or a sales channels stock level (ghost stock). Ghost stock levels can be set at sales channel/channel account level. Your listing quantity will automatically update after each sale.

Absolutely! You can also determine other details, such as Title and Description at sales channel level too, if you need this information to be different across your different channels and listings.

Yes, you have the ability to make changes to your products in bulk using Expandly. You can do this by either using our Bulk Edit function, or export to CSV, make the required changes, and then reimport the CSV file to Expandly to apply the changes to your products.

You can create new products on Expandly, yes. Once created, you can then choose which of your sales channels and accounts you want to list the product(s) to.

We have made it really easy for you to be able to manage your quantities and get these pushed out to your channel listings in an instant. Whether this is via the Quick Edit function, or you are carrying out a stock take, we have the options available to ensure your product quantities can be easily updated and this information is pushed across to your listings automatically.

Yes, you can. Each sales channel will have a slightly different process to follow but it is possible. Our Help Centre has Support Guides available to help with getting your products listed across the different marketplaces and shopping carts and the Support Team are on hand, should you require a little bit more help.

Yes – Listing in bulk to channels is something you are able to achieve using Expandly.

Yes you can, however, you will require product ASIN information, to be able to list to this particular channel.

Yes, you can! Simply import your channel listings which will create the products within your Expandly account. You will then be able to edit your products to contain eBay required information before being able to list.

You can – You have the option to schedule for products to be listed at a specific date/time using Expandly.

You can revise, end and relist listings using Expandly, saving you from having to log in to each individual sales channel account to do this. You will also have access to a Listing Overview page, which will allow you to view and manage your multi-channel listings, from one central location.

Yes – You can create bundles in Expandly which will help you to manage quantities available in a bundle/kit to ensure that correct stock levels are being deducted as sales are made across the pack you sell.

Yes, we can. You are able to import variations alongside your products and listings and also create and manage variations using Expandly.

Sales Orders and Shipping

Yes, you can import any orders stored on your Sales Channels to Expandly, however, please be aware that some channels remove orders/customer data after certain time periods (90/30 days) so in these instances, where the information is not available on the channel, we will be unable to import these orders to Expandly.

We fetch order data from all sales channels every 60 seconds and once the channel makes the order information available, this will be imported to your Expandly account. On average, this usually takes around 5 minutes however there are some sales channels that take longer to release the order information and in those instances, orders can take around 15 minutes to appear within Expandly for you.

Yes, you can – Expandly gives you the ability to fulfil orders, received on other channels, using our FBA/multi-channel FBA feature.

Any orders that have FBA as the fulfillment method will be imported with this information to Expandly so there is no need to manually mark those orders. If, however, you have received an FBM order, that you want to send to FBA, you can do this using Expandly.

Yes, you can select which orders you want to process using on-screen filtering and the bulk action the selected orders to change statuses, mark as shipped, send to Xero etc.

No, marking an order as shipped will trigger a status update to be sent across to the sales channel. The status will then be updated on the sales channel automatically for you along with any tracking information, if this information has also been added to Expandly.

Yes – Although we do not have direct interaction with your customers, if you update an order to Shipped on Expandly, this is synchronised with your sales channel. If you have set up you sales channels to notify you when an order has been shipped, this status change will trigger for the sales channel to contact the customer, as it would if you had marked as shipped on the channel directly.

Expandly doesn’t have a direct email function at present. You can, however, export customer email addresses as a CSV and create a mail group to allow you to easily communicate with your customers.

Order merging is not something we currently support, however, we are working to a Development Roadmap and hope to implement this functionality in the future.

Yes, from the main Sales Orders page screen, you can view your ordered quantity versus your available quantity.

Sales orders will stay in Expandly indefinitely. As long as you import your orders from your channels, we will keep them however you do have the option to mark orders as complete, or archive them, should you not wish to see these on your main Sales Orders page.

Yes, you can. We have a default invoice template available but this can always be customised should you wish to personalise the information being sent to your customer. We also allow you to create customisable Pick and Packing lists too, to help with your order processing management.

Once the request has been sent across to Royal Mail for approval, it can take RM up to 5 working days to approve the integration. Once accepted, you will receive an email from us to let you know that you are ready to start shipping.

We do, however, Royal Mail do not have an API for Click & Drop so this is not a direct integration. Instead, we have a ready-formatted CSV file that can be added to your account to allow you to simply export orders from Expandly and import to your C&D account to print the labels from there. The CSV has been made specifically to work with Click & Drop so there is no re-typing or amendments needed once the orders import to C&D.

Yes. If your printer is set up on your computer, you will be able to print your labels using Expandly. You may just need to make some minor alterations to your printer settings to get it exactly right.

As long as you have a Royal Mail OBA account, you can integrate your account, and print your Royal Mail labels, directly on Expandly.

Yes, you are able to set up various order rules within Expandly to help you to manage your orders and fulfillment processes.

Amazon Shipping is not a carrier we currently integrate with.

Multi-locations is not something currently supported at Expandly however we are working to a Development Roadmap, and hope to implement this functionality in the future.

Expandly is not a Warehouse Management System so will not be a suitable solution for warehousing needs. If however you are wishing for us to connect to a WMS, this can be achieved using our CSV scheduler functionality or connecting to our API. Please get in touch for more details.

Although there is no automatic method for drop-shipping using Expandly, we do have CSV Scheduler functionality available which could automate this process and automatically send order information across to your drop shipper. Alternatively we also have an API which we make available for 3PL’s to connect to. Please get in touch for more details on this.

Xero

Category: Xero

Yes, you are able to connect your Expandly account with Xero and then use Expandly to either manually or automatically (on a schedule) push your orders over to Xero.

Category: Xero

Yes, Expandly allows you to import your tracking categories from Xero. These can then be mapped to a range of fields on Expandly so these can then be easily identified within your Xero account.

Category: Xero

No, you can only have one Xero organisation activated on Expandly account at any given time.

Category: Xero

Yes! We have a partner portal that will allow multiple client accounts to be connected to one partner account for you to manage from a central location. Please get in touch for more details on this.

Category: Xero

Once you have connected your Xero account to Expandly, you will be required to map your Sales Channels together with Other Revenues and Taxes on Expandly.  This will allow you to determine what Sales Account, Status, Bank/Control Account and Batch option, orders are sent across to Xero.

Other revenues, such as shipping or gift wrapping along with taxes, can also be mapped so you can be confident that when orders are pushed across to Xero, they are being sent to the correct location and have the correct information associated to them.

We have a number of Support Guides available within our Help Centre to assist with setting up Xero on Expandly or alternatively, please get in touch with the Support Team, who will be happy to help with any Xero setup queries you may have.

 

Category: Xero

When pushing orders to Xero via Expandly, yes, it will transfer customer information alongside the order into Xero for you.

Category: Xero

Expandly does not currently pull fees from the sales channels, and therefore will not push this information to Xero. This is something we are working on in our Development Roadmap and hope to implement in the future. For the time-being, we recommend you process these as a bill or journal based on the invoice or settlement statement provided by your sales channel or payment provider.

Category: Xero

Yes, Expandly can help you with getting your orders over to Xero and supports PayPal payment so that will not be a problem.

Category: Xero

Yes, on Expandly you are able to import historical order data to your Sales Orders page. Once these are in Expandly you will be able to send them over to Xero in the same way as other orders.

Category: Xero

You can send any sales channel orders over to Xero using Expandly – there are no limitations on this. You can also create custom stores/manual orders on Expandly too and get these orders send over to Xero as well.

Category: Xero

Yes. There are no limitations put in place during your trial period so you are able to connect Xero to Expandly and start sending orders across to your Xero account.

Category: Xero

If there are any refunds or returns, you have to process those directly on the channel or payment provider as Expandly don’t get involved in the actual payment side of things. You can then capture any activity on Expandly by marking an order as returned/refunded etc which will bring the stock up to date again. You can also set your account to automatically import your returns into Expandly.

Category: Xero

If an order is cancelled within 12 hours of being placed and before the Expandly automation pushes it to Xero, then the system will know the order is cancelled. If it knows it has been cancelled it will not send it to Xero, however if it is cancelled beyond the 12 hour timeframe then Expandly might still send the order to Xero. In this case you will have to capture the refund/return in Xero manually by creating a credit note or journal.

Category: Xero

When mapping Xero on Expandly, you have the option to group/batch your orders together. This will create a single invoice for multiple orders based on a number of different criteria. This will mean that the number of invoices being sent across to your Xero account should reduce significantly and will allow you to avoid hitting these Xero transaction limits.

Category: Xero

Yes, absolutely! Any purchase orders that have been created on Expandly, can also be sent over to Xero.

General

Category: General

14 days is generally long enough for users to get set up with Expandly, become familiar with using it and be in a position to make a decision on whether they wish to continue with the service on a subscription plan.

Category: General

Yes, please contact us to discuss and we can reactivate your account for another trial period.

Category: General

We have User Permission functionality on Expandly which will allow you to create your users and filter down what they can and can’t see – This should give you the confidence that they only have access to parts of the platform that are relevant to them and that you want them to be able to see.

Category: General

No – All our fees and costs are stated up front on our Pricing page. We have a simple pricing policy and strongly believe in transparency.

Category: General

Expandly makes it easier for you to edit your listings and keep them up-to-date, however, Expandly has no SEO capabilities. You remain responsible for your listings.

Category: General

It is possible to use Webinterpret with Expandly however, we generally wouldn’t recommend it. If you choose to use Webinterpret with Expandly, you can select which language to import in when you import your eBay listings. It is highly recommended that you speak to our support team before proceeding with a Webinterpret import.

Category: General

Yes. Install and use the repricer tool as normal on your channel however it will only affect prices on that specific channel. It is not possible to cross-channel reprice with Expandly.

Category: General

Yes, you can run the two systems at the same time during the setup phase, however we recommend that you use Expandly with the live inventory function switched off until you are ready to fully transition to Expandly. This ensures you will not have issues caused by both multi-channel systems updating your stock when you sell items.

Category: General

We may retain customer data, unless you specifically request that we remove it. This request can be made via our Consent Withdrawn Form.

Category: General

Absolutely not – the only time you will be prompted to enter any card detail information on Expandly, is when you are signing up to one of our subscription plans. You will not be asked to add any card details when signing up to a trial with Expandly so will therefore not be charged should you not sign up to a subscription once your trial expires.

Category: General

Our UK-based Support Team is available from 08.30am-17.00pm (GMT) Monday to Friday. Any messages left, or emails received, outside these hours, will be followed up on the following working day.

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