Frequently Asked Questions About Buy with Prime

If you run into issues while using the Buy with Prime app, refer to the questions below for common troubleshooting steps.

Why can’t I use the Buy with Prime app after setting up app permissions?

The Buy with Prime app requires two sets of authorization details. These allow the SHOPLINE Buy with Prime app to access authorized Amazon data, such as product, order, and fulfillment information.

If the app cannot retrieve product, order, or fulfillment data after your account has been connected, you may need to uninstall the app and reconnect it. Contact the Amazon Buy with Prime team to get the authorization details prepared for your store.

If the Buy with Prime tag is not displayed on your storefront products, contact the Amazon Buy with Prime team to get the required tag authorization details. Then, update the authorization details in the account settings of the Buy with Prime app.

Why don’t product mapping updates made in Amazon appear in the Buy with Prime app?

After you update the product mapping between Amazon products and SHOPLINE products in Amazon, you need to manually refresh the product data in the Buy with Prime app. This syncs the latest product mapping to SHOPLINE.

Why is my SHOPLINE product inventory different from my Buy with Prime inventory?

First, check whether inventory sync is set to automatic in the Buy with Prime app.

Buy with Prime inventory may appear under different SHOPLINE inventory statuses, including available inventory, unavailable inventory, and quantities from SHOPLINE orders that have been created but not yet synced to Buy with Prime.

To learn more about how inventory is categorized in SHOPLINE, refer to “Understanding Inventory Statuses.”

Why doesn’t the Buy with Prime block appear on the product details page?

The Buy with Prime block only appears for SKUs that have been set up for Buy with Prime. If the product page opens with a default SKU that has not been set up for Buy with Prime, the block will not appear, even if the app block has already been added.

Check whether the selected SKU has been mapped to an Amazon product and enabled for Prime shipping. Then, visit the storefront again and select the corresponding SKU to confirm whether the Buy with Prime block appears.

Why isn’t Buy with Prime working for a product in my store?

If customers cannot purchase a product through Buy with Prime, check the following settings:

• Make sure the product is correctly mapped to the corresponding Amazon product, and that the SHOPLINE product inventory location is set to the Buy with Prime fulfillment location.
• Check whether your Buy with Prime tag authorization is valid.
• Make sure the Buy with Prime app block has been added to the required position in your theme.

Why can’t a customer use Buy with Prime benefits for a product?

This may happen for one of the following reasons:

• The customer is not a Prime member. They need to sign up for Prime before using Buy with Prime benefits.
• The customer’s shipping address is outside the United States, or the shipping address is incomplete or incorrect. In this case, the order cannot be delivered through Buy with Prime.

Why did the order fail to sync to Amazon?

When a customer purchases an Amazon Prime product using a Buy with Prime shipping option, SHOPLINE syncs the Prime item to Amazon after the order is created so Amazon can fulfill the shipment. In some cases, the sync may fail and require manual handling.

• If the total item quantity in the order exceeds 40, or the number of Amazon Prime items exceeds 20, you need to process the order manually. Please note that if a customer buys 3 units of the same product, this counts as 3 items. You can contact the customer and ask them to place a separate order for the Buy with Prime items, making sure the Prime item quantity does not exceed 20. You can also contact Amazon to arrange fulfillment manually.
• Amazon Prime delivery options also have a validity period. The delivery date is calculated in real time when the customer places the order and is currently valid for 1 hour. If you use manual sync for Amazon fulfillment, sync the order to Amazon within 1 hour after the customer places the order.

Why did Amazon shipment information fail to sync back to SHOPLINE?

After Amazon completes fulfillment, SHOPLINE syncs the shipment information back to the order. If the Buy with Prime item has already been marked as fulfilled in SHOPLINE, the Amazon shipment sync may fail.