Eshopbox will record fee deductions and refunds when you upload a payment. The status of a fee can be either

• Reconciled: If the amount charged by the service provider is less than or equal to the provisional amount calculated by Eshopbox.

• Failed: If Eshopbox cannot calculate the provisional fee.

• Disputed: In these cases, the amount charged by the service provider is more than the provisional amount calculated by Eshopbox.

In this article, you will learn:

• Why are some fee is in failed status

• How to troubleshoot a fee with failed status

Before you start

• You should have added products with the correct details

• You should have added a payment

Why some fee is in failed status

When you upload a payment, Eshopbox will record and reconcile the fee. If there is any missing information that is required to calculate the provisional amount for the fee, Eshopbox will mark it as failed. This missing information can be either or a combination of the below:

• Fees: The fee that is charged to you is not configured in the Eshopbox workspace.

• ESIN: Eshopbox is not able to identify merchant SKU present in payment uploaded.

• Information missing: A specific information that is vital for the calculation of fees is missing. In the table below you can find the list of fees and parameters on which they depend

Troubleshoot fee in failed status

If you find any fee with status as failed, depending on the failure reason, follow the below-mentioned steps to reconcile it:

Eshopbox is unable to reconcile because there is some issue with the fee

Following are the reasons related to the fee because of which fee is in failed status:

Case 1: You are charged with a fee that is not configured in the workspace

You need to configure the fee in the workspace so that Eshopbox can calculate the provisional amount that should be charged. If you are charged with a fee that is not configured in your workspace while reconciling your fee will move to failed status. Follow the below approach to resolve this fee with failed status:

• If the fee charged is according to an agreement with the service provider, configure the fee in the workspace.

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Case 2: You have not configured a fee for the duration in which the invoice is raised

While configuring the fee, you need to define the duration for which this fee is applicable. When you revise the fee, you can change the period for which this fee is applicable.

If you have configured a fee and it is not applicable for the duration in which the invoice is generated, then the fee will move to failed status. The reason for failure will be a ‘fee not defined for the current duration’. Please note that the current duration in failure reason refers to the period in which the invoice date falls. In such cases revise the fee as per agreement. To verify the fee version duration:

• Navigate to settings > fees

• Search fee using the portal and fee name filter. Click on the fee to view fee details.

• Verify the fee version and its duration, as illustrated below. In below, e.g., the shipping fee for any order invoiced before 1st April 2019 will have a ‘failed’ status.

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Case 3: You have not configured the fee rule which is required to calculate the provisional fee

Make sure you have configured the correct fee rule. Eshopbox may not able to find the required field in the fee configured. These required fields can be either or a combination of:

• category,

• weight range,

• shipping zone,

• payment method,

• price range, and

• brand

For Example, the commission fee is in failed status for an order, and the failure reason is ‘No fee rule found for this category. To troubleshoot the issue:

• Navigate to Settings > Fees, and view fee using a portal and fee name filter.

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• Click to view the commission fee in detail. Check if you have configured a fee rule for the category to which the product in this order belongs.

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The category let’s say ‘Chinos’ is not present in the configuration of the commission fee resulting in the fee in failed status. You should edit the fee and add the required category rule to resolve this issue.

Similarly, if the fee rule is not configured for:

• the brand to which product belongs

• the method through which payment is made

• the weight of the product

• price of product

• zone to which order is shipped, the fee will move to the failed status.

Edit fee to add a brand, payment method, price, weight, and zone.

2. Shipping fee/weight handling fee/Easyship fee/ reverse shipping fee is failed

All the above-mentioned fees are dependent on two parameters, namely shipping zone and weight. While configuring the product, you must provide correct configuration details like the product's weight and dimension. Please check the weight that you have provided while configuration the product. Edit the product and give the correct weight. The shipping zone is received when an order is placed. It is calculated by the marketplace using the distance between the fulfillment center from which the order is sent and the shipping address of the customer.

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You might also need to change the product weight in the seller account while listing the product. For example, In the Flipkart seller account to edit the weight, navigate to Listings > My Listing > Edit Listing corresponding to the product and mention the correct weight and submit.

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3. Collection fee is failed

The collection fee both depends on the product selling price and mode of payment. While adding a product in the Eshopbox workspace and while listing the product in the seller account, provide the correct product selling price. Both should be the same. Edit the product details if required. The payment method is received when the order is placed. So this can't be edited.

For example: To edit the selling price in Flipkart seller, follow the below-mentioned steps:

• Navigate to listing > my listings

• Click on the product for which you want to edit the selling price.

• Click on edit catalog and change the product price.

• Click submit.

4. Fixed fee/Fixed closing fee/ Fixed closing fee MFN/Closing fee/Payment collection fee/Payment gateway fee is failed

All the fee mentioned above depends on the product selling price. While adding a product in the Eshopbox workspace and while listing the product in the seller account, provide the correct product selling price. Edit the product details if required.

For example: To edit the selling price in Flipkart seller, follow the below-mentioned steps:

• Navigate to listing > my listings

• Click on the product for which you want to edit the selling price.

  • Click on edit catalog and change the product price.

• Click submit.

5. Commission fee is failed

Commission fee calculation is dependent on the category of product. Please check the category mentioned while configuration the product using custom fields. Edit the product and provide the correct category.

In case the category is different in the seller account. you should change the product category in the seller account as well while listing the product.