A note from our leadership
We've continued to reach out directly through our account management team - listening, gathering feedback, and sharing what's coming next.
Under new ownership, investment hasn't just gone into maintaining the platform - it's gone into strengthening it. Over the past few months we have done the following:
Expanded our development team to support day-to-day platform improvements
Brought in AI specialists to explore how AI can improve the ChannelGrabber and CCP user experience
Continued shaping a roadmap based on real operational feedback from you
Our focus is simple: making our software faster, smarter, and more reliable during peak times.
More updates on AI exploration soon!
- James Wright, General Manager
Customer Support
Quality support matters when orders are coming in fast. Our team remains UK-based, operationally experienced, and focused on solving issues with quick fixes, while underlying problems are addressed by our development team. This ensures that our customers can focus on what's important, and complex fixes can be implemented by our developers with as little disruption as possible.
We have maintained an average response time of under 2 minutes for incoming conversations, as well as a customer satisfaction score of 90% positive customer satisfaction, with 80% of tickets raised this month having been resolved.
Support Insight: WooCommerce Connection Issues
The vast majority of issues raised by our customers, relate to issues that originate on our customers' WooCommerce servers. We spend a significant amount of our time in support providing feedback and insight into errors being returned from these servers.
The majority of issues tend to relate to the connection between ChannelGrabber and WooCommerce, often caused by changes being made to the WooCommerce server.
Here are some of the most common issues we see with WooCommerce
Whitelist required IP addresses
If your server is rejecting requests from our servers, you may need to whitelist our IPs
Ensure SSL settings are correctly configured
We have recently released a feature that lets customers take control of their SSL Settings when connecting / renewing the connection to WooCommerce.
Avoid deleting data / resetting orders or order item counters
We frequently encounter issues where database information has been deleted, meaning missing orders and incorrect order item data from WooCommerce.
If you have any issues or questions in relation to WooCommerce, we are happy as ever to provide any information and feedback, so that you can share any logs and investigate problems with help from your web developers.
Development
Over the past month, our developers have neared completion of optimisation work for Amazon's SP API, so that requests made by ChannelGrabber are more efficient, and incur lower fees with the upcoming pricing changes being brought in by Amazon.
We have also seen some improvements, and new features in other areas of the system. Please find a list of our main updates this month below:
Amazon FBA Updated stock retrieval method to ensure fulfillable quantity is used accurately. | Amazon SP API Optimised integration to improve efficiency and reduce risk of unnecessary API costs. |
Etsy Updated to align with latest marketplace requirements. | eBay Resolved issue importing eBay messages when setting disabled. |
OnBuy Improved manual order retrieval process. | Product Links Fixed display issue for similar SKUs. |
Sign Up Page Resolved reCAPTCHA issue. | Royal Mail (OBA) Improved retrieval speed and accuracy for historic manifests. |
NEW FEATURE! Order Filters Added a custom filter for Scottish Highlands & Isles postcodes. | NEW FEATURE! WooCommerce Added SSL setting options within WooCommerce connections. |
Please let us know if you have any issues or questions relating to these updates and new features. More updates are on their way!
Did you know?
Most overselling happens in the tiny window between two marketplace orders being placed. Your OMS reduces the length of that window by making fast, efficient stock updates to the relevant listings as soon as an order is placed!
That is all from us for February. We are hard at work behind the scenes making plans for this year and working on fast, effective releases to resolve issues as they appear!
