Multi Channel Management Software
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United Kingdom United Kingdom
smithster1
Kudos: 25
Joined: Dec 21, 2009
Multi Channel Management Software
21 Dec 2009
Hi,

We are looking for a complete order management system for our business. We sell on our own website, eBay and Amazon. We handle roughly 3000 orders per week and have around 10,000 SKUs.

Ive heard of Channel Advisor but dont want that. The best from what I have seen is eSeller, however, I have a friend who uses it and I know it can be difficult getting hold of them.

Im really after something where the company offers a better service (even if they charge a bit more). Ideally id like something with some sort of service level guarantee on the part of the provider built in. Does anyone know of a system that offers this?

The other option is to have a bespoke system made. Can anyone recommened someone?

What sort of system do the big players like BUY.COM and ARGOS.COM use?

Thanks
Herts, England United Kingdom
Andy
Kudos: 11,619
Joined: Jan 1, 2001
Re: Multi Channel Management Software
22 Dec 2009
Hi smithster1,

You might be falling between two camps here. The marketplace (eBay, Amazon etc.) software providers aren't always very strong when it comes to your own independent web store, and the web store providers tend to be weak when it comes to marketplace integration. If marketplaces bring in the majority of your sales you would probably be better served by a company like ChannelAdvisor or eSellerPro who aim their products at sellers like you and have offices in the UK so can provide the service level you want. Other UK-based companies include Cascade and 247 Top Seller.

The biggest online retailers in the UK, such as Argos, have annual technology budgets in the millions and internal development teams along with specialist software providers and consultants. Take a look at the Web Retailer directory to see what's available at that kind of level.
Andy Geldman, Web Retailer
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United Kingdom United Kingdom
smithster1
Kudos: 25
Joined: Dec 21, 2009
Re: Multi Channel Management Software
6 Jan 2010
Has anyone here has eSeller pro linked with their own website (i.e. a website that eSellerPro did not originally create)?
California United States
jacobjacob
Kudos: 45
Joined: Jan 6, 2010
Re: Multi Channel Management Software
6 Jan 2010
Hi smithster1,

Do you only list on ebay.com or also list on the other eBay website

JacobJacob
Midlothian, VA United States
Jax Music Supply
Kudos: 2,361
Joined: May 25, 2009
Re: Multi Channel Management Software
7 Jan 2010
I have Channel Advisor. it is a good tool for listing on eBay and Amazon as well as managing inventory. Their webstore basically sucks and their "Upgraded" version is a rip - off. Unfortunately, we have not found a good solution that handles the 2 primary marketplaces while allowing you to maintain your own webstore of your choice.

Linnworks comes close in that it manages inventory between Amazon, Ebay, and many shopping carts. It also handles much of the processing for shipping, etc. Unfortunately, we've not gotten any of the features to work. We have an evaluation license we have been using for a few items on alternative account. The program crashes when trying to print. We haven't been able to get the postage system integrated (Endicia/Dazzle). We did get the inventory to increment down but it did not relist the item and only decreases upon shipment - not upon sold. This could create an overselling situation. Looking at writing our own at this point.
California United States
jacobjacob
Kudos: 45
Joined: Jan 6, 2010
Re: Multi Channel Management Software
7 Jan 2010
Jax Music Supply,

Mind if I ask what are the Channel Advisor fees?

JacobJacob
United Kingdom United Kingdom
smithster1
Kudos: 25
Joined: Dec 21, 2009
Re: Multi Channel Management Software
7 Jan 2010
We list to eBay UK, Amazon & Our own website at present. Im trying to figure out if anyone has sucessfully integrated eSeller pro with their own website though?

Regards
Midlothian, VA United States
Jax Music Supply
Kudos: 2,361
Joined: May 25, 2009
Re: Multi Channel Management Software
7 Jan 2010
They have a couple of programs that would make it different based on your volume. We are on the cusp point (for the last few months) that make it the same for either program. In any case, the basic fees we are paying is $500 a month plus 1% of gross sales. It may have changed and you can probably negotiate some.

However, I feel they are too expensive for what they offer. Additionally, their service is not very good. There is no phone number for tech support, you have to put in a ticket. You call their published number, which is for sales, and they refuse to transfer you. This is pretty bad for what you pay, considering that we pay maybe $200 per year for one of our hosting companies and they have 24x7 support by phone and chat.
Supplier
United Kingdom United Kingdom
Linn Systems
Kudos: 157
Joined: Mar 20, 2009
Re: Multi Channel Management Software
8 Jan 2010
may I jump in rather biasly here

Jax Music Supply, give us a shout on a live chat to determine the problem with Endicia integration. They have recently released an update which may have caused some labels to report Address Verification problem. It is fixed in the latest version.
Also the system may not relist your listing on eBay because of several reasons you can find this out from the logs quite easily.

smithster1, I am afraid nobody will give you a phone number for technical support for order management systems or similar systems. The reason is quite simple:
- in order to anwer your questions the person on the other end would have to be very clued up and knowledgable on both fronts - technical aspects and know online selling very well. Basically the person on the other end of the phone would be a high end developer who costs at least 50 quit an hour. Since you would have about a million questions to ask (this being a business system - there are a million questions to ask) you could be on the phone for hours - making it rather unprofitable venture for the software vendor.

We at Linn Systems had a technical support phone number for a bit, but its just not worth it - most questions asked can be answered by reading documentation. So we resorted to Live Chat for product enquiries and ticket system for support. This seems to work well with most of our users. When urgent support is needed users go into live chat and get transfered to a developer (although a developer costs as 50 quit an hour, live chat can be a background thing - so works pretty well).

From what I know most big online sellers these days use SAP Business One, it costs around £70k plus around £5k maintance. There you have a phone number.
Midlothian, VA United States
Jax Music Supply
Kudos: 2,361
Joined: May 25, 2009
Re: Multi Channel Management Software
9 Jan 2010
Linn folks..we've tried several times. In fact, we have gotten up early to catch you all as we are on the eastern us. Nobody has been on live chat. We will keep trying. You guys have been good about responding to emails except for a couple ofdays this week which I assume you were on holiday for Orthodox Christmas.
United Kingdom United Kingdom
chris0241
Kudos: 88
Joined: Jul 4, 2010
Re: Multi Channel Management Software
4 Jul 2010
We have had the same issue with Linn Systems for the past 10 months or so... they are NEVER on live chat despite what they promise. We've left numerous voicemails and emails in an attempt to get systems setup and working.

Such a shame as the system seems awesome!
gixxercat United States
gixxercat
Kudos: 138
Joined: Jul 25, 2010
Re: Multi Channel Management Software
25 Jul 2010
We signed up for Channel Advisor about 6 weeks ago and so far it seems to have been the worst business decision I have made to date. No call in customer service, only email. When you email, they send you a generic reply stating that the problem has been addressed, thank you. No call backs from my account representative, no complaint department and the most confusing set up we have ever seen.
They make an appointment with you to help you get set up then they try to rush you along and send you a screenshot as your help. Thanks a lot Amanda!
Our last appointment we were told, " it looks great so we can close this out now right?" We are no where near ready to go it on our own but it is 2 weeks from one appointment to the next.
They also told us that help getting started with Amazon is an additional fee, even though it was in our original contract.
11 months to go in this contract. Welcome to the hell that is Channel Advisor!
Midlothian, VA United States
Jax Music Supply
Kudos: 2,361
Joined: May 25, 2009
Re: Multi Channel Management Software
30 Jul 2010
Yes, we had CA for a year. I cannot recommend any one using them or Zoovy
gixxercat United States
gixxercat
Kudos: 138
Joined: Jul 25, 2010
Re: Multi Channel Management Software
30 Jul 2010
Hey, Jax. Who are you using now?
Midlothian, VA United States
Jax Music Supply
Kudos: 2,361
Joined: May 25, 2009
Re: Multi Channel Management Software
30 Jul 2010
We wrote our own system to synchronize our shopping cart and eBay. We are going to add Amazon eventually but or Amazon volume is not that much. Jack

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