FAQ's

This article outlines common issues suppliers run into during the onboarding process. 

 

Logicbroker Account

Learn Logicbroker (LMS)

Inventory

Testing

Shipment Options

ShipStation

 

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Logicbroker Account

Can't find the portal invitation "Welcome to Logicbroker!" email?

Check your junk mail folder & add do-not-reply@logicbroker.com to your contacts list.

Someone from your team can send you an invitation. Instruction here: User Management

Still no luck? Reach out to support@logicbroker.com and let us know your account name and your email and we'll send you a new invitation. 

 

Missed the 48-hour deadline to register?

If someone from your team has an account they can send you a new invitation. Instruction here: User Management

Still no luck? Reach out to support@logicbroker.com and let us know your account name and your email and we'll send you a new invitation. 

 

Want to invite someone from your team to the Logicbroker portal?

You can send them an invitation from the portal. Instruction here: User Management

 

Already registered but can't log in?

Make sure you are using your username to log in, not your email (unless you registered with your email address as your username). Note that usernames and passwords are case-sensitive. 

If you cannot remember your username, you can ask someone from your team who has Users permissions (most have this turned on by default): in the portal, go to Settings > Manage Users 

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Still no luck? Reach out to support@logicbroker.com and let us know your account name and your email address and we'll remind you of your username.

 

Trying to log in but your company is not enabled in production?

Depending on where you are in your onboarding process, your company may or may not be enabled yet - when trying to login to the production portal, you will see this message:

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Once you have completed the onboarding process, Logicbroker will push your account into production. If your account has not been enabled reach out to support@logicbroker.com and let us know your account name and your partner and we'll enable your account in production.

Links: stage portal and production portal

*Note: your credentials for stage will be the same as for production

 

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Learn Logicbroker (LMS)

Is this mandatory?

No, but it is highly encouraged to go through the content in the LMS as it offers a lot of helpful guides and will allow a seamless transition to the Logicbroker portal.

Link: Learn Logicbroker

 

Do I need separate credentials to log into the LMS?

No, you will use the same credentials as you do to log into the portal so make sure you have created a Logicboker account.

 

Can I send this path to a new member of my team?

Yes, the LMS is a great way to train your team to use our portal! You can send anyone on your team a portal invitation and send them the Learn Logicbroker or any other degree links so they can go through it. 

If you want the path to be assigned to the new user, reach out to support@logicbroker.com and let us know the content and user and we will send out the assignment. 

 

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Inventory

Do I have to use the Logicbroker inventory template?

*Only applicable to suppliers manually uploading inventory to Logicbroker using Excel/CSV

Yes, this template is pre-mapped into our system and will ensure the quickest and most effective upload - using a different template will cause issues. To download the template, from the portal go to Products > Inventory Feeds > under Download Files, download the CSV/XLSX of the Standard Feed

Use this file to manually upload a Standard Feed or Matching File

 

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Why are leading zeroes being deleted from my feed?

*Only applicable to suppliers manually uploading inventory to Logicbroker using Excel/CSV

If you have information with leading zeroes, excel will automatically remove them. To fix this, you can either:

  1. Change the column to Text format instead of General or Number Format. or - 
  2. Add an apostrophe to the begging of your input (ex. '00548663) - this will keep all your formatting in place

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Why are my items showing up in scientific notation?

*Only applicable to suppliers manually uploading inventory to Logicbroker using Excel/CSV

SKUs and UPCs are often reverted to scientific notation due to their long number sequence. To fix this, you can change the column that shows up in scientific notation to Text format instead of General or Number Format.

 

I sent my 846 but it is not showing up in stage portal?

*Only applicable to EDI suppliers

Make sure you are using the correct stage/test AS2 Identifier: STAGELOGICBROKERAS2, confirm you have our AS2 Information set up correctly and that your EDI connection is working.

 

Why is there an error in my inventory upload?

If you upload your inventory and see the error: Inventory Import Error under the Events log, click on View to download a full report on why your inventory failed. Troubleshoot/adjust your feed from the feedback in this report and reupload/resend a new file. 

 

How do I know if my upload worked?

Once you upload your inventory as a Supplier Feed, you should see it under Events. The Events log will show you the time stamp of your upload, the summary (should say: Inventory Imported) and the user (if it was a manual upload). To see a copy of the upload, click on View. If there are any errors in your upload, the Summary will say Inventory Import Error. Click on view to download a full report on why your inventory failed. Troubleshoot/adjust your feed from the feedback in this report and reupload/resend a new file. 

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Testing

I am an EDI supplier, can I cancel orders through the portal?

*Only applicable to EDI suppliers

Yes, if you plan on only canceling orders manually through the portal, you can process test cases that require a cancellation through the portal instead of sending an 855.

 

How do I know if testing is complete?

*Only applicable to suppliers working with a Logcbroker retailer

In stage portal, navigate to Testing > select your Partner > the bar should appear green and if you click View, all test cases should say Complete

 

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Shipment Options

How do I know what ship methods my partner accepts?

In the portal, go to Settings > Shipment Options > Ship Method Mappings > on the right, click on Used By Partner. This will pull up all the ship methods that any of your partners accept.

 

Can I see what ship methods are used by specific partners?

Yes, in the portal, go to Settings > Shipment Options > click on Partner Ship Method Mappings > type in the partner you are working with and this will pull up all the ship methods this partner accepts.

Can Logicbroker reject orders that have a shipping method I do not support?

No, Logicbroker cannot reject or block orders depending on the ship method. The supplier and retailer need to discuss which ship methods are accepted between the two outside of Logicbroker.

The retailer must be sure to comply and only send orders with ship methods the supplier can support. The supplier must be sure to only ship orders using the requested ship method.

 

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ShipStation

Why can't I add my ShipStation connection?

Only paying customers are able to add connections through the portal. If you have already met with sales and signed the Logicbroker contract and are seeing the message below when trying to add your ShipStation connection, reach out to support@logicbroker.com and let us know your account name and that you need access to the Connections tab in the portal. 

 

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Do I add anything for 'Rate Limiting'?

Shipstation has a request limit, like all other APIs, but they can also provide a partner key on request that allows for slightly higher request rates. The supplier should reach out directly to ShipStation if they require higher rate limits. 

This should be left blank unless the supplier has a Partner Key (provided by ShipStation) to allow for higher rate limits.

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What should I put for 'Pull Fulfillments'?

For Pull Fulfillments, set it to true if you are processing shipments and fulfillments and false if you are only processing shipments.

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What is the difference between Shipments and Fulfillments?

Shipments – shipping label is created in ShipStation
Fulfillments – tracking is manually input into ShipStation

 

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