ChannelSale

We’re sorry to hear about your experience and sincerely apologize for the inconvenience caused. As mentioned in our earlier communication, we have extended complimentary services as a goodwill gesture until your concerns are resolved to your satisfaction.

We truly value your collaboration over the past year, and your detailed feedback helps us continuously improve our services and communication.

Please find our response below, aligned with the sequence of your message:

► Wayfair Integration Timeline & Changes
As per our original commitment, the Wayfair inventory setup was completed and made live within 10 working days, on February 17, 2025. This included setup, checklist validation, demo, and handover. Subsequently, during the same period, Wayfair introduced significant changes to their integration, including updates to EDI file formats and backend migration to a new platform. Wayfair communicated to seller on March 7, 2025 (Email Subject: GSCIEXE-39761 – US - Set Up SFTP EDI Connection - LMTreasures (54340)), confirming the migration of SFTP connections to the PartnerLinq platform along with revised file format requirements.
These changes impacted ChannelSale's originally planned timelines for reconfiguring the Inventory and Order integrations. While existing integrations continued to function, new onboarding accounts were required to align with the updated Wayfair file formats.

As a gesture of goodwill, ChannelSale issued a refund equivalent to two months of subscription fees, and shared detailed day-to-day progress updates to ensure complete transparency.

► Marketplace Suggestions
We apologize if our suggestions to add new marketplaces came across as persistent. We have since refined our approach to limit such recommendations to a single instance, ensuring a more balanced communication experience.

► Meeting Coordination
Our objective in scheduling regular meetings is to ensure timely completion of key tasks and avoid communication gaps during setup and handover. These sessions also help us provide updates on coordination with Wayfair regarding their new file format implementation, testing, and go-live progress.

► Support Tickets Summary
Below is a consolidated summary of support tickets raised on ChannelSale from client side. Most of these are standard queries typically addressed during demo/handover sessions, along with email checklists and refresher guides.

Please note that 'no' user secondary access for limited tabs was provided to ChannelSale, which constrained our ability to directly troubleshoot certain issues.

Summary list of tickets:

- Inventory sync delays traced to Wayfair outage announcements
- Queries related to syncing new products via the self-managed “Label” feature (resolved with shared guidance)
- Inventory sync issues for specific SKUs due to archived products in the source feed (resolved with shared guidance)
- ChannelSale scheduler outage caused by server upgrades and file compatibility issues (resolved)
- Duplicate SKU record for specific sku causing sync issues (resolved after cleanup)
- Order sync issue due to SKU mismatch between source feed and Wayfair listings (resolved after alignment)

► Inventory Safety Measures
As a precaution to prevent potential overselling and avoid marketplace seller account suspension, inventory was temporarily set to zero during troubleshooting. This was handled on priority, with resolution completed within a few hours, subject to dependency on receiving the required access for investigation.

► Review Request
ChannelSale had previously requested a review based on our genuine efforts to support and collaborate effectively. We fully respect your decision to share your honest experience.

► Additional Clarifications
If any information appears incomplete or requires further clarification, we will be happy to review and provide the necessary details promptly.

Thank you again for your collaboration. Please reach out to us for any information.

ChanneSale team

Thank you for the wonderful review! Its been our utmost pleasure to assist your company since past 8 months. With your kind support we are indeed able to easily and quickly optimize product listings, and we ensure our software core processes for automated sync for orders, shipping tracking, inventory all work accurately as intended. It always makes us happy to hear from our dearly valued clients on scaling up!

We are grateful for your kind words. Glad our software and services simplify managing your business. Receiving your support makes our team very happy and inspires us to strive for even greater success.