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Troubleshoot Buy with Prime

Use the Buy with Prime troubleshooting tool and tips to troubleshoot Buy with Prime on your Shopify site

    Buy with Prime troubleshooting tool

    The Buy with Prime troubleshooting tool is available through the Shopify admin and checks to ensure that the Buy with Prime button is visible and functional on your store. The Buy with Prime troubleshooting tool provides:

    • Account and store level checks
    • Product level checks

    Resolve Buy with Prime button issues

    If the Buy with Prime button isn’t loading on your ecommerce site, use the following steps to troubleshoot:

    1. Open the Shopify admin.
    2. On the side menu, choose Apps, and then Buy with Prime.
    3. Choose Troubleshoot your experience.

    4. Choose Select products.

      Screenshot of the Troubleshooting your Buy with Prime experience page in merchant console with the option to select up to 10 products from your catalog to check conditions.

    5. Choose up to 10 Shopify products that are activated for Buy with Prime but the button isn’t appearing in your product detail page.

      The troubleshooting tool lists potential reasons for the Buy with Prime button issues. For more information on how to solve button issues, see Account and store level checks and Product level checks.

    Account and store level checks

    The Buy with Prime troubleshooting tool provides the following checks for account and store level issues:

    CheckDescriptionSolution
    Amazon Multi-Channel Fulfillment settingsThe Amazon Multi-Channel Fulfillment (MCF) settings check ensures that your Amazon MCF app settings are correctly configured.

    If you detect an issue, follow these steps:

    1. Review and update your MCF settings in your Seller Central or Amazon Supply Chain Portal.

    2. Ensure your account is activated for inventory sharing with multiple locations.

    For more information, go to MCF App for Shopify User Guide.

    Seller Central accountThe Seller Central account check verifies that your Seller Central account is in good standing.If you detect an issue, go to Seller Central to solve issues directly.
    Buy with Prime setupThe Buy with Prime setup check ensures that Buy with Prime is correctly configured.To resolve issues, go to Set up Buy with Prime and Troubleshoot Buy with Prime.
    Third-party logistics app compatibilityThe third-party logistics app compatibility check ensures that your existing third-party logistics app supports adding Buy with Prime as an additional fulfillment service.

    If you detect this issue, your current third-party logistics app isn’t configured to support multi-managed inventory, which is required to add Buy with Prime as an additional fulfillment service. To solve this issue:

    • Read through your third-party logistics app help articles or documentation to understand how to activate multi-managed inventory, OR

    • Reach out to your third-party logistics app provider and ask them to set the parameter permits_sku_sharing to true, as described in
    Fulfillment service SKU sharing.

    Note: If the Buy with Prime button isn’t appearing after completing all the necessary checks and resolving any detected issues, contact Merchant Support for further assistance.

    Product level checks

    The Buy with Prime troubleshooting tool provides the following checks for product level issues:

    CheckDescriptionSolution
    Shopify SKU matched to AmazonThis check verifies that your Shopify product SKUs match your corresponding Amazon SKUs.Update your SKUs to ensure a match in your Shopify admin account.
    Amazon SKU validThis check verifies your Amazon SKUs are valid and exist in your Seller Central account.

    To review your SKUs:

    1. Open the Shopify admin.

    2. Navigate to the Buy with Prime app for Shopify home page, and then Settings.

    3. Review and correct your SKUs that aren’t valid in your product listings in Buy with Prime app for Shopify settings in your Shopify admin account.

    Amazon SKU buyableThis check verifies if your Amazon SKUs are active and eligible to be sold in your Amazon account.If they aren’t eligible to be sold, check the status of your item in Seller Central, such as inventory or if the listing is active.
    Offer Prime box checkedThis check ensures that Offer Prime is selected for your products.

    To activate Offer Prime:

    1. Open the Shopify admin.

    2. Navigate to the Buy with Prime app for Shopify home page, and then Product mapping.

    3. Choose Offer Prime.

    Sufficient inventory for Amazon Fulfillment ServicesThis check confirms that there’s enough inventory available for Amazon Fulfillment services. Note: if you don’t have inventory, the button won’t appear.Navigate to Seller Central to restock or manage your inventory in Amazon Fulfillment services.
    Product detail page template compatibleThis check ensures that your product detail page template is compatible with Buy with Prime.If your product detail page template isn’t compatible, see Troubleshoot templates for steps to adjust your template.
    Shopify inventory trackingThis check verifies that inventory tracking is accurately set up in your Shopify store.Inventory tracking activates when the Buy with Prime app for Shopify is installed, however see inventory tracking to adjust your inventory tracking settings.
    Catalog synchronizedThis check confirms your catalog is synchronized between Shopify and Buy with Prime.

    Perform the following steps:

    1. Open the Shopify admin.

    2. Navigate to the Buy with Prime app for Shopify home page, and then Product listings.

    3. Deselect and re-select Offer Prime.

      Note: If the Buy with Prime button isn’t appearing after completing all the necessary checks and resolving any detected issues, contact Merchant Support for further assistance.

      Error messages

      Use the following troubleshooting information to identify and address some issues that can occur while using Buy with Prime app for Shopify.

      Error CauseSolution
      Service breakThere’s a service break or a problem with the Buy with Prime configuration.Contact Merchant Support.
      Error occurred when trying to activate Buy with PrimeThis message appears when you activate Buy with Prime for a product but the setup process isn’t complete.

      Perform the following steps:

      1. Confirm that you have an active account for Buy with Prime. This can include your Seller Central or Multi-Channel Fulfillment accounts. To set up your accounts, go to Requirements for the Buy with Prime app for Shopify.

      2. Complete the Buy with Prime setup process. To validate the completion of the process, go to Add Buy with Prime to your site on the Buy with Prime app for Shopify.

      3. Turn on Offer Prime for the products that you want to activate Buy with Prime for. To map your products, go to Map your products.

      4. Validate that there’s available inventory in Amazon fulfillment centers for the selected products.

      5. Validate that your Buy with Prime product SKU matches the SKU on your site.

      6. Ensure that you have completed the Conditions to offer Buy with Prime.

      Error found in CSV file, changes not saved, or file can’t be processed due to system issuesOne of more of your Shopify or Amazon SKUs aren’t valid, are already mapped to another store, or if there’s a server issue. Additionally, the file you uploaded might not be saved using the correct format.Follow the instructions on Import mappings by CSV to download the correct CSV file template and try again.
      The column headers in this CSV file don’t match with the downloaded templateThe template has too many/few columns or the column names are different from the template.

      Perform the following steps:

      1. Choose Bulk Upload to redownload the template.

      2. Match the column headers with the template.

      3. Reupload the CSV file.

      CSV files are limited to 15,000 line items or 50mbThe template has too many rows.

      Perform the following steps:

      1. Choose a smaller CSV file or a CSV file with fewer line items.

      2. Reupload the CSV file.

      The CSV file is emptyThe CSV file is empty.

      Perform the following steps:

      1. Choose Bulk Upload to redownload the template.

      2. Update the values in the file.

      3. Reupload the CSV file.

      The CSV file didn’t include any valid items

      The CSV file includes items that aren’t valid. This error might occur because:

      • Shopify SKUs are blank

      • Amazon SKUs are blank but Offer Prime is turned on or off.

      • Offer Prime is turned on or off.

      Perform the following steps:

      1. Verify your Shopify SKUs match with your Shopify catalog.

      2. Verify your Amazon SKUs are filled before offering Prime.

      CSV file partially processed. X products updated, Y products with errors. If SKUs are blank, the matches didn’t updateThe CSV file has partial upload success.

      Perform the following steps:

      1. Download your CSV file and review the error status for each SKU.

      2. Correct the errors in the file.

      3. Reupload the CSV file.

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