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Help & FAQ

Here you can find help content, setup instructions, and frequently asked questions for WillowCommerce.

User guide to connect to a new Marketplace

1. Open Store Setup

Log into your account.

Click Marketplace in the top menu.

In the left sidebar select Store set up.

Store set up screen in WillowCommerce
Store set up screen.

2. Start connecting a new store

On the Store set up page click Connect to a New Store.

A list of available platforms/marketplaces will appear. Find and click on the marketplace you want to connect to.

Connect to a New Store flow
Connect to a New Store.

3. Enter your marketplace details and authorize

A setup dialog will appear. Complete the fields as follows:

  • Display name: Amazon (or the marketplace name you selected)
  • Store name: your Amazon store name
  • Access token: paste the Amazon API access token
  • Required delivery days: 8
  • Auto sync tracking: Enabled (turn on the toggle)

Review the entries, then click Authorize (or Connect) to finish.

Marketplace configuration form
Marketplace configuration form.

4. Confirm the connection

After authorizing, the store will be added to your account.

Check that the store appears in your Store set up list and that sync settings match what you entered.

Shipping Dashboard Overview

The Shipping Dashboard gives you a high-level view of your shipments: Overview, Delivery Performance, and Order Management.

Overview

Shows total shipments, on-time rate, exception rate, and more. You can change the view using carrier and channel filters.

Delivery Performance

Zone-wise and carrier-wise charts help you identify delayed shipments.

Order Management

Manage orders using search, filters, and pagination. Click an Order ID to open the detailed order page.

Frequently Asked Questions

I cannot log in. What should I check?

First, verify that your email address is correct. If SSO or Google login is enabled, try logging in with that option. If you still see an error, take a screenshot and send it to the support team.

Orders are not showing even after connecting the store. What can I do?

Check if the marketplace permissions are correctly configured on the marketplace side. Then, verify the date range and channel filters in WillowCommerce. If the data still does not appear, please contact support.

Why do report numbers not match with Shopify or Amazon?

WillowCommerce profitability calculations may include fees, shipping costs, and discounts, which can make the numbers different from raw sales totals. When comparing, make sure you use the same date range and channel. If you need clarification, you can request configuration details from your account manager or the support team.