Support

General Support Hours:
Monday – Friday : 9am – 6pm EST
Closed Major Holidays
Emergencies are monitored 24/7.

Contact Support:
Listing Mirror handles all of our correspondence with our clients in our support portal to ensure that we receive your requests and that you receive our responses. If you are unsure of how to access your portal, please review this article: Get Support: How to Contact Listing Mirror Support

Phone Support:
Listing Mirror does offer phone support. If you would like to learn more about this type of support, please review this article: Does Listing Mirror Offer Phone Support?

We know you need reliable software support for when issues arise. Here is a breakdown of what you can expect to get from our support team through the lifetime of your Listing Mirror subscription:

What are Listing Mirror’s support hours?
Monday – Friday : 9am – 6pm EST

Closed Major Holidays

Check out this article for After Hours / Emergency Support

How Quickly will Listing Mirror respond to my requests?
To best answer this, we must first talk about how our team prioritizes tickets in order to attend to the most urgent needs first.

Ticket Priority
Urgent priority tickets are categorized as follows:

• ShipStation integration is broken
• All QTY incorrect
• Cannot update QTY
• Unable to ship any orders
• pricing issue disrupting business in a large percentage of listings

High priority tickets are categorized as follows:

• Orders: 10 orders or less cannot be shipped or tracking not updating
• Inventory: 10 listings or less that inventory is wrong with no explanation
• Pricing: 10 listings or more where pricing update is not working

Normal priority tickets are all other tickets, with the rare exception of the Low priority which is uncommonly assigned for enhancements or non-standard efforts.

Ok great, now tell me how long it’ll take for me to hear from Listing Mirror.
All times mentioned are business hours. From here on, any mention of time should be assumed in “business minutes,” and “business hours.” Our business hours are from 9am to 6pm EST Monday through Friday.

First Reply: The time between the first customer comment and the first public comment from an agent, displayed in minutes. This is the New status.

Agent Work Time: The combined total time spent in the New and Open statuses. The SLA will pause on Pending and On-hold.

Next Reply: The time between the oldest, unanswered customer comment and the next public comment from an agent, displayed in minutes. This is the open status.

Periodic Update: The time between the oldest, unanswered customer comment and the next public comment from an agent, displayed in minutes. This is the Pending status, and when we ping you for updates.

Listing Mirror does offer phone support!

All phone calls are scheduled via a written request through our Support Portal.

This article will highlight the different product IDs that you will see in Listing Mirror and their purpose. SKUs and UPCs are both product identifiers. They are used in different ways to identify your listings and products. SKU stands for ‘Stock Keeping Unit,’ which is a personal identifier for a product. UPC stands for ‘Universal Product Code,’ which is the universal ID for the product. In some cases, a SKU can be changed, while a UPC cannot be customized.

LMSKU or Product SKU
The LMSKU or Product SKU refers to your personal identifier in Listing Mirror. This is the ID that we will use to track your product, and our support team will use it to reference your products.

More articles you might find helpful:

Update Your LMSKU

Market or Marketplace SKU
Every marketplace will use your Market SKU to reference your products. They will track all of your listings and orders by this SKU. Typically it will be the same as your LMSKU if the listing was created through us, but it may be different if we imported your listings.

If you find that your Market SKU is different than your LMSKU, you will want to link it to your LMSKU. This is important so we can manage your quantity levels correctly across all channels. You can review this article to see how to do this – How to Link Listings

More articles you might find helpful:

Why are you using my FBA SKU for non-FBA listings?

GTIN- UPC/EAN/ISBN
These are all universal product identifiers. UPC (Universal Product Code), EAN (European Article Number), and ISBN (International Standard Book Number) are examples of a GTIN (Global Trade Item Number), which might vary in length depending on the product type. Every product has at least one of these identifiers that sellers and consumers use to identify the product. In some cases, your UPC can be the same as your SKU, but you will typically want a customized SKU to track your products easily.

More articles you might find helpful:

Why Aren’t My UPCs Importing from Amazon?

A product refers to information stored in your Listing Mirror account that is used to populate listing data.

Typically this term is used when talking about your product catalog. You can review this article to understand your product catalog better – Product Catalog Overview.

A listing refers to the external listing on your marketplace, the listing can source data directly from the product level to make multi-channel listing easier.

Typically this term is used when talking about the channel-specific edit pages. If you are editing these listings, you are editing your ‘market listings’. You can review this article to understand how to edit your market listings – How do I edit a market listing?

Something to consider is that inventory is tied to your product and the order of inventory source for each listing controlled by your integration settings.

If you have a listing on Amazon that you are not able to find in Listing Mirror, there are four possible reasons why you may not be seeing the listing.

1. The SKU doesn’t have quantity or is inactive on Amazon
Listing Mirror will only automatically import listings if they have quantity and are active on Amazon. If you have a listing that you want to bring into Listing Mirror, make sure you add quantity first. We will automatically import that listing for you.

2. The SKU is a brand new listing on Amazon
Listing Mirror does automatically import your listings. However, it takes time. If you have added your listings within the last hour, give the system 2-3 more hours to import your listing.

3. The SKU is inactive in Listing Mirror
If the listing is inactive in Listing Mirror, it won’t show up in a search on your ‘Manage Listings’ page. Go to your Amazon listings page, and search for the SKU. If it is inactive, it will show up in this search, and you can click the plug icon above the listing to active it.
4. The SKU is a duplicate
Duplicate Listings happen when you have multiple marketplace listings that point to the same ASIN. For example, you could have 2 FBA and 1 MF SKU that all point to a single ASIN. Listing Mirror is built on the concept that each product is assigned 1 SKU, regardless of how many inventory sources that product may have. In this way, we can ensure to keep track of your inventory accurately.

Review our Duplicate Amazon Listings article to understand how to manage your duplicate SKUs.

If you have questions about missing Amazon SKUs, please reach out to support!

It is not common, but it is possible to oversell if you are selling the same products across multiple marketplaces. This article will review the steps you should take to figure out why you received an order for a product that you cannot fill.

Step 1: Check your Inventory History
Your inventory history page is beneficial to review in this situation. This page will show you any time that your quantity changed and the reason. Review our Inventory History article to learn how to use this page.

You will search for the SKU in question and find when the order was placed on this page. Look at the last time the inventory was updated before the order came in. It is possible that it was manually updated, updated from a canceled order, or inventory synced from an integration you have set up.

If there were no inventory updates before the order came in, the next thing to check is your listing.

Step 2: Does the listing have an error or incomplete message?
Look at the SKU on your ‘Manage Listings’ page. Is there an error or incomplete message on the listing? If there is, that means we are not able to sync updates to this listing. You will need to fix the error on the listing, and then we can sync to the marketplace again.

If there isn’t an error message on the listing, your next step will be to reach out to our support team.

Step 3: Reach out to support
If your inventory history page is not showing any quantity updates before the order came in, and you do not have an error message on the listing, your next step is to reach out to the support team.

If you are unsure how to open a ticket, please review this article: Get Support: How to Contact Listing Mirror Support.

Listing Mirror keeps track of your inventory based on what you manually enter as your quantity, while also taking into consideration any orders that are filled through your various inventory sources. On occasion, you may see that you’ve managed to get a negative quantity (Seeing -1). That can be alarming. Here are five reasons why this may be happening.

1. An order hasn’t been pushed to a fulfillment center
If you have fulfillment warehouse quantity syncing to a channel but do not have auto fulfillment turned on, you may experience negative quantity. Because Listing Mirror sees that you have QTY in the fulfillment warehouse (FBA or Deliverr), we are giving that QTY to the marketplace. Normally, when the order comes in, we would route it to the FBA or Deliverr warehouse and remove QTY there. However, if auto fulfill isn’t enabled, we will default to taking the QTY out of your MF (merchant fulfilled) inventory source. If that MF inventory source is 0 when the order comes through, you will see a negative. Once you send the order to the fulfillment center, we will take the QTY from that inventory source, and your MF QTY will return to 0.

2. You aren’t managing your inventory in Listing Mirror
If you have another inventory management software that is not integrated with Listing Mirror, that usually means that you are not updating your inventory in Listing Mirror. When orders come in, we will still “pull” the item from your MF (merchant fulfilled) inventory source, which may result in negative QTY. You can adjust this if you would like to, but it’s not necessary.

3. The expected inventory source cannot fill an order
If there is an issue with getting the order to the fulfillment center (the order came from out of country, so Amazon cannot fulfill it), then we will default to taking the item out of your MF (merchant fulfilled) inventory source, which can also result in negative quantity. You can fill the order yourself if you have stock or cancel the order. If the order is canceled on Listing Mirror, you will need to adjust the inventory manually back to 0.

4. You have listings not tracked in Listing Mirror
These are listings that exist on the marketplace but were not created in or imported to Listing Mirror. If the SKU exists in Listing Mirror, but we are not managing the market listing then that SKU is not getting inventory updates. So, if your QTY goes to 0 from being sold on other marketplaces, we cannot tell the “untracked” listing that it’s at 0. You may sell an item on that marketplace that is “untracked,” which could then cause the QTY in Listing Mirror to be negative.

*All listings should be in Listing Mirror to avoid “untracked” listings and negative quantity.

5. The product oversold
You will rarely experience an oversell. However, it is a possibility. You can review this article to understand the different reasons you may experience and oversell – I don’t have quantity. How did I get an order?

If you have any questions about negative quantity, please reach out to our support team!

Listing Mirror is focused on offering our clients straightforward pricing that makes sense for their business. We do not take a percentage of sales, and we offer month-to-month subscription options with no contract.

Here are a few questions to help you determine what plan fits your needs best:

1. How many SKU’s do you want to manage in Listing Mirror?

2. How many users do you need on your account?

3. What features do you need enabled on your account?

If you have any questions before selecting a plan, please reach out to sales@listingmirror.com

Listing Mirror has many different plan options for you. If there is a feature you would like to utilize, you can upgrade your plan to include the feature using these steps:

Step 1:
Select the ‘Profile’ dropdown menu in your account, and select ‘Billing Information’.

Step 2:
Select ‘Upgrade plan to unlock more features’.

Step 3:
Review all of the features we offer, and select the ones that you would like to access.

Step 4:
Based on the features you selected, we will show you the plan options that will suit your needs. Select the plan you would like, and select ‘Upgrade Plan’.

If you are not sure what plan fits your needs, please review our Pricing Page.