ShipWave Channels

Reconnecting and troubleshooting connections

How to fix connection issues and reconnect expired or failed marketplace channels.

Common connection issues

  • Token expired: OAuth tokens have expiration periods. When expired, the channel shows "Error" status and needs reauthorization.
  • Credentials revoked: If you revoke ShipWave's access from the marketplace's settings, the channel will disconnect.
  • Account suspended: If your marketplace seller account is suspended, API access stops working.
  • API rate limits: Excessive API calls can trigger temporary blocks.
  • Platform outages: Marketplace APIs occasionally have downtime.

Checking connection status

Go to Admin → Marketplace → Channels to see the status of all channels:
  • Active (green): Connected and syncing normally
  • Paused (yellow): Manually paused, not syncing
  • Error (red): Connection issue, needs attention
  • Disconnected (gray): Not connected
Click on a channel to see detailed error messages in the status section.

Reconnecting a channel

  1. Go to the channel detail page
  2. Click Reconnect or Reauthorize
  3. You'll be redirected to the marketplace's authorization page
  4. Sign in and grant permissions again
  5. Return to ShipWave—the channel should now show "Active"
This refreshes the OAuth tokens without losing your channel settings, listings, or sync history.

Walmart credential update

For Walmart (which uses API keys, not OAuth), you may need to update credentials if they're rotated:
  1. Go to the Walmart channel detail page
  2. Click Update Credentials
  3. Enter the new Client ID and Client Secret
  4. Click Save
  5. ShipWave will validate and reconnect

Testing the connection

After reconnecting, test that everything works:
  1. Click Test Connection on the channel page
  2. ShipWave will make a simple API call to verify access
  3. If successful, you'll see a confirmation
  4. If failed, check the error message for details

When to contact support

Contact ShipWave support if:
  • You've tried reconnecting multiple times without success
  • The error message mentions a server or internal error
  • The marketplace confirms your account is active but ShipWave can't connect
  • You see unexpected behavior after reconnecting
Include the channel ID and any error messages in your support request.

FAQs

Will reconnecting lose my settings?
No. Reconnecting only refreshes the authorization tokens. All your pricing rules, templates, category mappings, and listings are preserved.
How often do tokens expire?
It varies by platform. Amazon tokens are refreshed automatically. eBay tokens last 18 months. Etsy tokens expire after extended inactivity. TikTok tokens vary by region.
Can I prevent disconnections?
Keep your marketplace seller account active and in good standing. Don't revoke app access from the marketplace side. ShipWave automatically refreshes tokens when possible.
What happens to my listings if disconnected?
Listings remain on the marketplace but ShipWave can't update them. Once you reconnect, ShipWave resumes managing them.

More in ShipWave Channels

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