When you sell on marketplaces through X-Sitter's sales channels, the marketplace orders arrive in X-Sitter automatically as normal orders. The order shows the name of the channel as its platform. Everything that happens afterwards in the warehouse is reported back to the marketplace automatically as well: shipping with tracking numbers, cancellations by the warehouse, short deliveries and checked returns.

You do not have to start anything by hand – both directions run every 10 minutes.

![Screenshot: Order overview with several marketplace orders, the channel name visible in the platform column](/sales-channels/images/marketplace-orders-overview.png)

## Before you start

- Sales channels are activated for your company. Contact X-Sitter support to activate them.
- The channel is booked under **Book channels** (*Kanäle buchen*), set up and active under **My channels** (*Meine Kanäle*). With the booking, the order retrieval is switched on automatically. See [Set up sales channels](/sales-channels/categories-and-mapping.md).
- Your articles are known in the warehouse with the item number (or the GTIN/EAN) the marketplace sends.

![Screenshot: Channel card under "My channels" with the checklist item "Order retrieval – activated with the booking"](/sales-channels/images/marketplace-orders-channel-card.png)

## How orders arrive

Every 10 minutes, X-Sitter fetches new orders from all your active channels.

| Situation | What happens |
|---|---|
| New order, all articles known | The order is created with status **Open** (*Offen*) and can be picked as usual – see [Create a picklist](/outbound/create-picklist.md) |
| An article is unknown (neither item number nor GTIN found) | The order is created with status **Error** (*Fehler*). Check the article and its mapping – see [Article mapping](/products/article-mapping.md) |
| The order has no delivery address yet | The order waits. The marketplace delivers it again after payment, then it is created. |
| The marketplace cancels an order that is still **Open**, **Error**, **Waiting** (*Wartet*) or **Pending** (*Wartend*) | The order is cancelled in X-Sitter automatically |
| The marketplace cancels an order that is already being processed | The order stays as it is. You receive the Telegram message "Sales Channels - error": "*… wurde auf dem Marktplatz storniert, ist hier aber bereits in Arbeit … Bitte von Hand stoppen!*" |

More about the statuses: [Order statuses](/orders/order-statuses.md).

![Screenshot: Order details of a marketplace order with the channel name as platform](/sales-channels/images/marketplace-orders-order-details.png)

## What is reported back to the marketplace

Every 10 minutes, X-Sitter sends all open feedback to the marketplace in one report:

| Case | When | What is reported |
|---|---|---|
| Shipping | The order is **Sent** (*Versendet*) | Carrier, tracking numbers and the quantity shipped per item |
| Short delivery | The order is **Sent**, but an item was shipped with less than ordered | The missing quantity of the item as cancelled (reason "Out of stock") |
| Cancellation by the warehouse | You cancelled the order in X-Sitter | The quantity not shipped per item as cancelled; a quantity already shipped as shipped with tracking |
| Return | The return was checked and closed – see [Returns](/orders/returns.md) | The accepted quantity per item (added up over all returns of the order), return reason, condition and return tracking |

- Rejected return items are not reported as returned. A return that only has rejected items is closed without a report.
- A partial delivery is reported only once the order is sent or cancelled.
- Every report appears in the order history: **Tracking transferred** (*Tracking übertragen*), *Storno übertragen* (cancellation transferred) or *Retoure übertragen* (return transferred).

![Screenshot: Order history of a marketplace order with the entry "Tracking übertragen"](/sales-channels/images/marketplace-orders-history.png)

![Screenshot: Return of a marketplace order, checked and closed, with accepted and rejected items](/sales-channels/images/marketplace-orders-return.png)

## Step by step: stop an order the marketplace cancelled too late

1. You receive the Telegram message that the order was cancelled on the marketplace but is already being processed.
2. Stop the order in the warehouse (take it off the picklist, do not ship it).
3. Cancel the order in X-Sitter – see [Cancel or delete an order](/orders/cancel-or-delete-order.md).
4. The cancellation is reported back to the marketplace automatically with the next run.

## Good to know

- To receive the error messages, set up [Telegram notifications](/account/telegram-notifications.md).
- If the marketplace rejects a report, the case stays open and is sent again with the next run. You receive a Telegram message with the error text.

| Message | Cause | Solution |
|---|---|---|
| *Saleschannels sind für diese Firma nicht freigeschaltet* | Sales channels are not activated for your company | Contact X-Sitter support |
| *… wurde auf dem Marktplatz storniert, ist hier aber bereits in Arbeit …* | The cancellation arrived after picking had started | Stop and cancel the order by hand; the cancellation is then reported automatically |
| *… konnte nicht an den Marktplatz gemeldet werden!* | The marketplace rejects the report (e.g. unknown order, quantities do not match) | Check the error text; the report is repeated automatically |
| Order has status **Error** right after the import | An article of the order is unknown in the warehouse | Create or map the article, then process the order |