Seller Dashboard Manual

Mastersel is a global commerce platform that enables e-commerce stores to sell their products internationally without managing marketplace accounts, integrations, logistics, or customer support. Think of it as a bridge between your store and the world’s largest marketplaces — you focus on your products, and Mastersel handles everything else.

Instead of managing each marketplace individually, sellers manage their products and orders through the Mastersel seller dashboard. Mastersel lists products on international marketplaces under the Mastersel brand, so you never need your own marketplace accounts.

Supported Marketplaces

Mastersel currently distributes its products on some of the main and fastest-growing European marketplaces, with new sales channels being added regularly, including:

• Amazon — Europe (DE, FR, IT, ES, PL, SE, NL, BE)
• eBay — multiple European markets
• Allegro — Poland’s largest marketplace
• eMAG — Romania, Bulgaria, Hungary
• Pigu.lt & Varle.lt — Baltic region

What You Do

As a seller, your role is straightforward. You manage your product catalog and fulfill orders:

• Maintain your product catalog with accurate data
• Keep stock levels current and reliable
• Review and confirm incoming orders
• Pack products securely and hand them to the courier

What Mastersel Handles

Everything beyond your catalog and fulfillment is managed by Mastersel:

• Marketplace distribution — listing creation, optimization, and management across all channels
• Pricing optimization — dynamic pricing adapted to each market’s conditions
• Customer communication — all buyer inquiries, messages, and after-sales support
• International logistics — courier coordination, pickup scheduling, and delivery tracking
• Localization — product translation and currency conversion for each target market
• Tax & customs compliance — international tax registration, customs documentation, and cross-border compliance

Mastersel earns revenue by adding a small markup to the final marketplace price. This markup is dynamically calculated based on market conditions, competitor pricing, and demand in the destination market. The markup covers all operational costs — marketplace fees, shipping, customs, and customer support.

You always receive 100% of your base product price. The price you set in your store is the price you get paid. All logistics, marketplace fees, and operational costs are absorbed by Mastersel’s margin.

How a Sale Works

Here’s what happens from purchase to payment:

1. A customer purchases your product on a marketplace (e.g., Amazon Germany)
2. The order appears in your seller dashboard within minutes
3. You review the order details and verify stock availability
4. You confirm the order — the system automatically generates a PDF invoice and shipping label
5. You pack the product securely and hand it to the courier at pickup
6. The order is delivered to the customer and you receive payment for the product

The Invoice Structure

An important detail: on every order, you are the supplier and Mastersel is the buyer. Mastersel then separately invoices the end customer through the marketplace. This means you always deal with Mastersel directly — never with marketplace customers.

Getting started with Mastersel is designed to be fast and straightforward. Most sellers go from registration to live marketplace listings within a single day. Follow this checklist to get set up.

Before Selling

1. Create your account — register at app.mastersel.com and verify your email address
2. Connect your store — install the plugin (WooCommerce, Shopify, PrestaShop) or provide an XML feed URL
3. Wait for import — your products are imported automatically. Import time depends on catalog size
4. Map categories — link your store categories to Mastersel categories for proper classification
5. Review product data — ensure titles, images, EAN barcodes, and weights are accurate
6. Complete product data — products with all required fields are automatically activated for distribution

After Activation

Once your products are active, Mastersel begins distributing them across marketplaces. Your ongoing responsibilities include:

• Monitor the dashboard for incoming orders (check several times daily)
• Review and confirm orders promptly after verifying stock
• Prepare shipments carefully and hand parcels to the courier
• Track shipment statuses to ensure smooth delivery
• Review balance reports weekly for revenue and payout information

This section walks you through each step of the onboarding process in detail. If you get stuck at any point, contact our support team for assistance.

Step 1 — Create Account

Start by creating your seller account. This takes less than two minutes.

• Visit app.mastersel.com and click “Register”
• Fill in your business details and email address
• Check your inbox and verify your email
• Log in to the seller dashboard

Step 2 — Connect Your Store

Your e-commerce store needs to be connected so Mastersel can import your products and keep them synchronized. Choose the method that works best for your platform:

• Plugin integration — the easiest option. Install the Mastersel plugin for WooCommerce, Shopify, PrestaShop, or other supported platforms. The plugin automatically syncs products, prices, and stock levels.
• XML product feed — provide a URL to your product feed for automatic synchronization. This works with any platform that can generate a standard XML feed.

Step 3 — Import Products

After integration is set up, the system automatically imports all products from your store. Import time depends on your catalog size — small catalogs import in minutes, larger ones may take up to a few hours. You can monitor the import progress in your dashboard.

Step 4 — Map Categories & Parameters

Category mapping links your store categories with Mastersel’s standardized categories. This step is required before you can activate products, because marketplaces need correct product classification to display listings properly. In addition to categories, you should also map product parameters (such as color, size, material, etc.) to ensure your listings include the correct attributes for each marketplace.

Step 5 — Complete Product Data

Products that have all required data (EAN, weight, mapped category, image, price) are automatically activated and become eligible for marketplace distribution. Review your product list and ensure all items have complete data to go live.

Step 6 — Start Receiving Orders

Once products are active, they begin appearing on marketplaces. When customers purchase your products, orders automatically appear in the Orders section of your dashboard. You’ll be able to review, confirm, and fulfill them right from the panel.

The dashboard is the first page you see after logging into your seller panel. It serves as your command center — giving you an at-a-glance view of your business activity, recent orders, and key performance indicators. Use it to quickly assess whether anything needs your attention.

Key Metrics

The dashboard displays several important business metrics that help you track your performance:

• Sales performance — total number of orders and revenue generated over a selected time period
• Recent orders — a quick-access table showing the latest incoming orders with their current status
• Product activity — how many products are active, pending, or need attention
• Catalog health — indicators for missing data (EAN, weight, images) that may prevent activation

Recent Orders Table

The most recent orders are displayed directly on the dashboard so you can react quickly to new purchases:

Using the Dashboard Effectively

Make it a habit to check your dashboard at the start of each business day. Look for new orders that need confirmation, review any status changes, and take note of your sales trends. The dashboard is designed to surface the most important information so you can prioritize your daily tasks efficiently.

The Products section is where you manage your entire catalog. All items are imported automatically from your connected store — you don’t need to add products manually. When you update a product in your store (price, stock, description), the changes are synced to Mastersel automatically through your integration.

Product Information

Each product in your catalog displays the following information:

Product Requirements

Every product must meet these minimum requirements before it can be activated for marketplace distribution:

• Valid EAN barcode — required by all major marketplaces for product identification
• Product weight — needed for accurate shipping cost calculation and label generation. If individual product weights are not available, you can set a default weight per category in the category mapping system
• At least one product image — high-quality images significantly improve conversion rates
• Product title — clear and descriptive, following marketplace best practices
• Product price — your base price, which you’ll receive in full for each sale

Product Activation

Products that meet all requirements (EAN, weight, mapped category, image, price) are automatically activated and become eligible for marketplace distribution immediately. There is no manual activation step — once a product has all the required data, it goes live automatically.

If a product is not yet active, it means it is missing one or more required fields. Check the product details in your dashboard to see what data needs to be completed.

Deactivating Products

If you need to temporarily stop selling a product (seasonal item, low stock, quality issue), you can deactivate it at any time. The product stays in your catalog and can be reactivated later. Deactivation removes the product from marketplace listings but doesn’t delete any data.

Product data quality directly affects your sales performance. Accurate, well-structured data leads to better marketplace listings, higher search visibility, stronger conversion rates, and fewer returns. Investing time in data quality pays off significantly.

Required Fields

• Product title — clear, descriptive name that identifies the product
• EAN barcode — valid, unique identifier (13-digit European Article Number)
• Product weight — accurate weight for shipping calculation and customs documentation
• Price — current, correct base price in your store currency
• Product images — high resolution, professional quality
• Stock quantity — must reflect actual available inventory

Image Guidelines

Product images are the first thing customers see. High-quality images build trust and reduce returns caused by mismatched expectations.

• Use high resolution images — minimum 1000 × 1000px recommended
• White or clean background preferred for the main image
• Product should be clearly visible, centered, and well-lit
• Avoid heavy text overlays, watermarks, or promotional badges
• Show the actual product — don’t include accessories that aren’t part of the order
• Use consistent image quality across your entire catalog

Title Guidelines

A good product title clearly identifies the item and helps customers find it through search. Avoid keyword stuffing or excessive marketing language — marketplaces may reject listings with poor titles.

Recommended structure: Brand + Product Name + Key Feature + Size/Color

Description Guidelines

Product descriptions help customers make purchase decisions and reduce returns. A good description should clearly explain what the product is, highlight key features, and include relevant specifications.

• Describe what the product is and what it does
• Highlight key features and benefits
• Include dimensions, materials, or technical specs where relevant
• Avoid inaccurate claims or exaggerated marketing language
• Keep descriptions factual and helpful

Category mapping is the process of linking your store’s product categories with Mastersel’s standardized category system. This is a critical step because marketplaces rely on correct categorization to display products in the right sections and to apply the appropriate marketplace rules.

Why Mapping Is Required

• Correct product classification — products appear in the right marketplace category, improving visibility
• Activation prerequisite — products cannot be activated without a mapped category
• Listing quality — proper categorization improves search results and customer discovery
• Compliance — some categories have specific marketplace requirements (e.g., safety certifications)

How to Map Categories

1. Open the Category List in your dashboard — you’ll see all categories imported from your store
2. Select the store category you want to map
3. Browse or search the Mastersel category tree to find the best match
4. Save the mapping — all products in that category are now properly classified

Mapping Parameters

In addition to categories, you should also map product parameters (attributes) such as color, size, material, weight, and other product-specific properties. Parameter mapping ensures your products display the correct attributes on marketplace listings, improving discoverability and customer trust.

You can also set default product weight per category in the mapping system. This is useful if individual product weights are not available in your store data — the category-level weight will be applied to all products in that category.

Orders appear automatically in your dashboard when customers purchase your products on any of the connected marketplaces. You don’t need to check each marketplace individually — all orders from all channels are consolidated in one place.

Order Statuses

Each order moves through a clear lifecycle. Here are the statuses you’ll encounter:

Order Workflow

When a new order arrives, follow these steps:

1. Review the order — check the product, quantity, and shipping destination
2. Verify stock — make sure the product is available and in sellable condition
3. Confirm or reject — confirm if you can fulfill it, reject only if fulfillment is genuinely impossible
4. Prepare shipment — pack the product, print the shipping label, and schedule courier pickup

Before You Confirm

Always verify these three things before confirming an order:

• Stock availability — is the product physically available in your warehouse?
• Product condition — is the item in sellable condition (not damaged, expired, or defective)?
• Shipment readiness — can you pack and ship within the expected timeframe?

Successful selling on Mastersel requires consistent daily attention. The key to good performance is establishing a reliable routine. Here’s what an efficient seller’s workflow looks like.

Daily Routine

Perform these tasks at least once per day, ideally in the morning and again in the afternoon:

1. Check new orders — review all orders in “Waiting” status that need your attention
2. Verify stock & confirm — check availability and confirm orders you can fulfill
3. Reject unavailable orders — decline orders where stock is genuinely unavailable
4. Prepare shipments — pack confirmed orders, print labels, and ensure secure packaging
5. Hand parcels to courier — have everything ready for pickup; don’t delay handoff
6. Monitor statuses — check for any delivery issues or status changes

Weekly Routine

Set aside time each week for these strategic tasks:

• Review balance reports — check revenue, payouts, and any return adjustments
• Analyze product performance — identify top sellers and underperforming products
• Check stock synchronization — ensure your store data matches actual inventory
• Update pricing rules — adjust rules based on market conditions or strategy changes

Use this checklist as a reference to ensure nothing falls through the cracks. Consistent operations lead to better performance, fewer issues, and more sales.

Daily Tasks

• Review all new orders in the dashboard
• Confirm orders where stock is verified and available
• Reject orders where fulfillment is not possible
• Pack and label confirmed orders with proper packaging
• Hand prepared parcels to the courier at pickup
• Check for any shipping status updates or delivery issues

Weekly Tasks

• Review product catalog for data quality issues (missing EAN, weight, images)
• Verify stock synchronization between your store and Mastersel
• Analyze which products are selling well and which aren’t
• Review and adjust price rules based on performance data
• Update product images or titles where improvement is needed

Monthly Tasks

• Review balance reports and payout history for the period
• Export financial records for your accounting system
• Analyze return patterns — look for products with unusually high return rates
• Optimize product titles and descriptions based on marketplace feedback
• Review your overall pricing strategy and adjust if market conditions have changed
• Clean up your catalog — deactivate products you no longer want to sell

Shipping is managed through the Carriage section of your dashboard. This is where you track shipments, print labels, and schedule courier pickups. Mastersel coordinates with courier partners to handle international delivery — your job is to pack the product and hand it over.

Shipping Process

After confirming an order, follow these steps to complete the shipment:

1. Confirm the order — this triggers automatic generation of the shipping label and invoice
2. Pack the product — use appropriate packaging materials, protect fragile items
3. Print and attach the label — download the shipping label from the order details and attach it securely
4. Schedule courier pickup — go to the Courier page and request a pickup for your parcels
5. Hand the parcel to the courier — have everything ready when the courier arrives

Shipment Statuses

Track your shipments through these stages in the Carriage section:

Delivery Destinations

Since Mastersel sells across multiple European marketplaces, your products may ship to various countries. You don’t need to worry about customs paperwork or international shipping regulations — the system generates all necessary documentation automatically when you confirm the order.

Proper packaging and preparation directly impacts customer satisfaction and reduces damage claims. Following these guidelines helps ensure products arrive safely.

Packaging Recommendations

• Use packaging materials appropriate for the product type and weight
• Protect fragile items with bubble wrap, foam inserts, or crumpled paper
• Fill empty space inside boxes to prevent items from shifting during transit
• Seal all openings securely with strong packing tape
• For liquids or items that could leak, use sealed bags inside the outer box
• Don’t over-pack — the box should fit the product without excessive empty space

Label Placement

• Attach labels to the largest flat surface of the package
• Avoid placing labels over seams, edges, or tape
• Ensure the barcode is flat, unobscured, and easily scannable
• Remove or cover any old shipping labels from reused boxes

Courier Handoff

Have all packages packed, labeled, and ready before the courier arrives. The handoff should be quick and efficient. Delays during pickup can push delivery timelines and create a poor customer experience.

The Balance section is your financial dashboard. It shows all revenue earned, payouts received, and any adjustments (such as returns). Each reporting period generates a balance report that summarizes your financial activity.

Balance Report Fields

Understanding Your Payouts

Your payout amount equals your revenue minus any return adjustments for the period. Since Mastersel is your direct buyer, payouts are made directly to you based on completed and delivered orders. Check the Balance section regularly to stay informed about your earnings.

Price rules give you control over how your product prices are adjusted for marketplace distribution. You can create rules that apply globally, to specific categories, or for limited time periods. This is useful for maintaining margins, running promotions, or adjusting prices for competitive categories.

Price Rule Fields

Creating a Price Rule

1. Open the Price Management section in your dashboard
2. Click “Create New Rule”
3. Enter a descriptive name and select the target category
4. Set the percentage adjustment (e.g., -10% to reduce the base price by 10%)
5. Set a priority value and optionally define a validity date range
6. Save the rule — it takes effect immediately for new marketplace listings

A well-thought-out pricing strategy helps you maximize revenue while staying competitive. Here are some common approaches using price rules.

Example: Default Discount

Apply a consistent discount across your entire catalog:

Example: Category-Based Pricing with Priority

Different categories may need different discounts. Use priority to control which rule wins when a product matches multiple rules. The rule with the highest priority number wins.

In this example, Electronics and Accessories have priority 2, which is higher than the default (priority 1). So an electronics product gets -5% (not -10%), and an accessory gets -15% (not -10%). Products in other categories fall back to the default -10% rule.

When multiple rules match the same product with the same priority, the adjustments are summed together. For example, if two rules both apply to the same product at the same priority level — one with -5% and another with -3% — the total adjustment will be -8%. Use different priority levels to avoid unintended stacking.

Example: Temporary Promotion

Run a time-limited sale by combining a date range with a larger discount:

Best Practices

• Use clear, descriptive rule names that explain the purpose at a glance
• Avoid creating too many overlapping rules — keep your pricing logic simple
• Remember: higher priority number wins when rules overlap on the same product
• Rules at the same priority level are summed — be careful with stacking
• Test new rules with a small product set before applying broadly
• Review pricing at least weekly and adjust based on sales data
• Remove expired or obsolete rules to keep your configuration clean

The Invoices section contains all invoice records generated by your transactions on the platform. Each time you confirm an order, the system automatically creates a PDF invoice. These invoices serve as your official transaction records for accounting purposes.

Invoice Structure

Every invoice follows the same structure:

• Supplier — your business (you are selling to Mastersel)
• Buyer — Mastersel (acting as the intermediary)
• Product details — the specific product(s) in the order
• Amount — your base product price (what you receive)

Using Invoices for Bookkeeping

You can download invoices from the Invoices section at any time. We recommend exporting your invoices regularly (monthly) and storing them alongside your balance reports for complete financial records. If your accountant needs documentation for a specific period, use the date filters to find the relevant invoices.

Returns are a normal part of e-commerce operations, especially in cross-border sales. Mastersel manages the entire return process on your behalf — handling customer communication, receiving the returned items, and inspecting their condition. You’ll see the financial impact of returns reflected in your balance reports.

Return Flow

Here’s what happens when a customer returns a product:

1. Customer initiates return — the buyer requests a return through the marketplace
2. Item arrives at warehouse — the returned item is sent to the Mastersel logistics center
3. Condition inspection — the product is checked for whether it is unused, undamaged, and complete
4. Inventory assignment — valid returns are assigned to return inventory for processing
5. Batch return to seller — returned items are grouped and periodically shipped back to you

Condition Review Criteria

Returned items are inspected against these criteria:

• Unused — the product has not been used or shows no signs of use
• Undamaged — no physical damage to the product or packaging
• Complete — all original parts, accessories, and documentation are included
• Resellable — the product can be resold in its current condition

Common Reasons for Returns

• Product did not match the customer’s expectations based on the listing
• Item was damaged during transport
• Customer received an incorrect item
• Product data was unclear, misleading, or incomplete
• Buyer did not collect the item from the pickup point (unclaimed parcel)

How to Reduce Returns

While some returns are unavoidable, many can be prevented with good product data and careful packaging. Reducing returns saves time, improves your balance, and leads to better seller performance.

• Use accurate, descriptive product titles that clearly identify the item
• Provide high-quality product images that show exactly what the customer will receive
• Include correct product specifications (dimensions, weight, materials, compatibility)
• Use secure, protective packaging appropriate for the product type
• Keep catalog data consistent and up-to-date across all products

Dispute Handling

If you believe an order, return, or payout record is incorrect, you can raise a dispute with the support team. To resolve issues quickly, provide complete information:

1. Collect the relevant order number and product SKU
2. Note the date of the event and what you expected to happen
3. Take screenshots of the relevant dashboard screens
4. Review the related balance period and invoice records for context
5. Contact support with all of this information

To operate successfully on the platform, sellers should follow consistent service and fulfillment standards. Good performance directly impacts your sales volume — it improves operational reliability, reduces support issues, and creates a better buying experience that leads to more repeat customers.

Core Performance Areas

• Order acceptance speed — how quickly you review and confirm new orders
• Fulfillment reliability — how consistently you ship confirmed orders on time
• Stock accuracy — how well your inventory data reflects actual availability
• Shipping readiness — how efficiently you prepare and hand off parcels
• Catalog quality — the accuracy and completeness of your product data

Order Response Time

New orders must be reviewed and acted upon promptly. Sellers are required to confirm or reject orders within 4 business hours. Delays in confirmation slow down fulfillment, increase the risk of stock-outs, and can result in order cancellations.

• Check for new orders at least every few hours during business hours
• Confirm or reject each order within the 4 business hour window
• Reject only when fulfillment is genuinely impossible

Order Acceptance Quality

Only confirm orders you can actually fulfill. Incorrect confirmations create downstream problems in shipping and customer experience. Before confirming, always check:

• Is the product physically available in your inventory?
• Is the item in acceptable, sellable condition?
• Can you prepare and ship within the expected timeframe?

Stock Reliability

Accurate inventory is one of the most important performance factors. The platform depends on your source data being current. Poor stock accuracy leads to rejected orders and lost sales.

• Keep your store inventory synchronized at all times
• Deactivate products that are no longer available
• Review high-selling items more frequently for stock accuracy

Fulfillment Readiness

Orders should move from confirmation to shipment smoothly and predictably. Having a repeatable process for packing and courier handoff ensures consistent performance.

• Use standard packaging materials appropriate for your products
• Print labels correctly and attach them securely
• Keep products organized in storage for quick retrieval
• Make courier handoff efficient — have parcels ready before pickup

Recommended Internal SLA

Each seller should define internal service expectations for their team. These standards help ensure consistent operations:

Marketplace success depends heavily on product data quality. Even when products are imported automatically from your store, maintaining high data standards ensures clean listings, strong conversion rates, and fewer returns.

Listing Quality Principles

• Accuracy — product data must be truthful and up-to-date at all times
• Clarity — titles and descriptions should be clear, descriptive, and free of marketing fluff
• Visual quality — images should accurately represent the real product
• Price consistency — prices must match your intended selling strategy
• Stock reliability — keep inventory current to prevent rejected orders

Pricing Accuracy

Incorrect or outdated pricing causes order issues and customer dissatisfaction. Regularly review your pricing logic and any active price rules to ensure consistency.

• Verify base prices in your source store
• Review category-based pricing rules for accuracy
• Check validity periods for any temporary rules
• Avoid overlapping rules unless priorities are clearly defined

Stock Accuracy

Only products with reliable stock data should remain active. If stock accuracy is poor, more orders will need to be rejected, which hurts your performance and wastes everyone’s time.

• Keep your source inventory updated in real time
• Deactivate or remove items that are no longer available
• Don’t keep products active if fulfillment is uncertain

Listing Readiness Checklist

Before activating a product, make sure all of these are in place:

• ✓ Valid EAN barcode is assigned
• ✓ Product weight is set accurately
• ✓ Category is mapped to a Mastersel category
• ✓ Title is clear, descriptive, and properly structured
• ✓ Images are high quality and represent the actual product
• ✓ Price is correct and current
• ✓ Stock is available and reliable

How do products appear on marketplaces?

Once a product has all required data and is activated, Mastersel automatically creates optimized listings across connected marketplaces. Products are listed under the Mastersel brand with translated titles and descriptions adapted for each target market.

Do I need my own marketplace accounts?

No. All marketplace listings are managed under the Mastersel brand. You don’t need to register on Amazon, eBay, Allegro, or any other marketplace. You only need your Mastersel seller account.

When do I get paid?

Payout information and schedules are available in the Balance section of your dashboard. Payouts are based on completed and delivered orders, minus any return adjustments for the period.

Can I choose which marketplaces my products appear on?

Mastersel manages marketplace distribution automatically based on product suitability, market demand, and listing requirements. You control which products are active — Mastersel determines the best channels for each product.

Can I deactivate products?

Yes. Products can be activated or deactivated at any time from the Products section. Deactivating a product removes it from marketplace listings but keeps it in your catalog for future reactivation.

Why are some products not eligible for activation?

Products need certain required data before they can be listed on marketplaces. The most common missing fields are: EAN barcode, product weight, category mapping, images, or price. Check the product details to see what’s missing.

How often should I review orders?

We recommend checking for new orders at least twice per day — morning and afternoon. Fast order confirmation leads to faster delivery, which improves customer satisfaction and your seller performance.

What happens if I reject an order?

The order will not move forward in the shipping workflow. Only reject when fulfillment is genuinely impossible (e.g., stock is sold out, product is damaged). Frequent rejections affect your seller performance metrics.

How long does product import take?

Import time depends on your catalog size and integration type. Small catalogs (under 1,000 products) typically import within minutes. Larger catalogs may take a few hours. You can monitor the progress in your dashboard.

Do I handle customer support?

No. Mastersel handles all customer communication, including pre-sale questions, order inquiries, and after-sales support. You never interact with marketplace customers directly.

What currencies are supported?

You set your product prices in your store’s currency. Mastersel handles all currency conversion automatically when listing products on international marketplaces.

Below are solutions to common issues sellers encounter. If your problem isn’t listed here, contact support with the details.

Products Not Importing

If your products aren’t appearing after connecting your store:

• Verify your integration is active and properly connected in the dashboard
• If using XML feed, check the feed URL is accessible and the format is correct
• If using a plugin, make sure the plugin is installed, activated, and up to date
• Ensure all required product fields exist in your source data (title, price, EAN)
• Large catalogs may take several hours — check back later before troubleshooting further

Products Cannot Be Activated

If the Activate button is unavailable or activation fails:

• Check for missing category mapping — products must have a mapped category
• Verify the product has a valid EAN barcode (13 digits)
• Confirm product weight is set — required for shipping calculation
• Ensure at least one product image exists
• Check that the product has a price set

Orders Cannot Be Confirmed

If you’re unable to confirm an order:

• Verify the product is still in stock and available
• Check that the product data is complete and correct
• If the issue persists, contact support with the order number

Shipping Label Issues

If you have problems with shipping labels:

• Make sure the order has been confirmed before trying to generate a label
• Check that your browser allows PDF downloads
• Try refreshing the page or using a different browser

Stock Not Syncing

If inventory levels seem outdated:

• Verify your store’s integration is still active and connected
• Check that stock quantities are updated in your source store
• For XML feeds, ensure the feed URL returns current data
• Plugin users should verify the plugin is running and not paused

If you experience issues that cannot be resolved through normal operations or the troubleshooting guide above, the Mastersel support team is here to help.

When to Contact Support

• Integration or product import errors that persist after troubleshooting
• Order processing problems you cannot resolve from the dashboard
• Shipping workflow issues or missing labels
• Balance or payout discrepancies
• Return-related questions or disputes
• Account access issues

What to Include in Your Message

The more context you provide, the faster we can resolve your issue:

• Order ID or product SKU — so we can locate the specific record
• Date of the event — when the issue occurred
• Clear description — what happened and what you expected
• Expected vs. actual result — help us understand the discrepancy
• Screenshots — visual evidence speeds up diagnosis significantly