Support

Getting help

Support for Ecommerceville Stock Monitor is handled by the Ecommerceville team directly. There is no ticket portal to learn and no queue to sit in — one email address reaches the people who built and run the thing.

How to reach us

Email: info@ecommerceville.com
Telephone: +44 7845 910011
Hours: Monday to Friday, 9am to 5.30pm UK time
Typical first reply: Within one working day
Privacy and data requests: info@ecommerceville.com — these are handled separately and are answered within one month, as set out in the privacy policy.

What to put in the email

A reply is faster when the first message contains enough to reproduce what you are seeing. Where it applies:

Which account — the seller name and marketplace, as more than one marketplace is often connected for the same brand.
Which report or page, and the date or week it covers.
What you expected to see and what appeared instead. A figure that looks wrong is much easier to chase when we know what it was being compared against.
When it started. If a report was right last week and is wrong now, say so — that narrows it down more than anything else.

Things that come up often

A report has not arrived

Amazon prepares most reports on request and can take anywhere from a few minutes to half an hour, and occasionally longer when their reporting queue is busy. A report that has not landed after a few hours is worth telling us about.

The figures stop at an earlier date

Amazon publishes sales and advertising data on a delay of one to two days, and the delay is not the same for every account. Where that happens the page says so and counts its windows back from the last day it actually holds, rather than from today.

Advertising figures do not match Seller Central

They are not meant to agree. Advertising sales are what Amazon attributes to a click within seven days; total sales are everything the account took. Attribution also keeps filling in for a week after the fact, so recent figures rise after they first appear.

Collection has stopped for an account

Usually the authorisation has lapsed or been withdrawn — Amazon expires them periodically. Reconnecting takes a minute from Seller Central. Tell us and we will send the link.

Connecting and disconnecting an account

Connecting is always done by the seller from their own Seller Central account. We send a link; Amazon asks you to confirm; nothing is shared with us other than the authorisation itself.

To withdraw access, open Seller Central and go to Apps and Services → Manage Your Apps, then revoke the authorisation. It takes effect immediately and needs nothing from us. If you would also like the data we have already collected deleted, email info@ecommerceville.com and say so — we will confirm in writing once it is done.

Reporting a security problem

If you believe you have found a vulnerability, or that data has been exposed, email info@ecommerceville.com with “Security” in the subject line. Please do not post it publicly before we have had a chance to respond. We will acknowledge within one working day and keep you updated until it is closed.