D9CommerceHow can we help?
Answers for everything from your first connected channel to reconciling a stubborn quantity — pick a topic below.
Getting started
First steps: connect a marketplace, import your store, and add your first items.
Marketplaces & sync
Connecting channels, how fast quantities propagate, and oversell protection.
Inventory & QR warehouse
Locations, labels, phone scanning, serialized devices, and parts harvesting.
AI listings & credits
Photo-to-listing generation, price research, and how credits are metered.
Orders, shipping & messages
Working orders across channels, buying labels, and answering buyers.
Billing & plans
Plans, upgrades, the free trial, invoices, and buying extra credits.
Account & security
Team roles, two-factor authentication, sessions, and password resets.
Troubleshooting
When a listing will not sync, a channel disconnects, or counts look wrong.
Up and running in an afternoon
The short version: connect a channel, pull your store in, and let the QR warehouse do the rest.
What should I do first?
Connect your first marketplace under Settings → Integrations (eBay, Amazon, and Walmart connect with OAuth — no keys to paste). Then import your existing listings from the Import page, and print QR labels for your bins so stock moves are a scan instead of a spreadsheet edit.
How do I import my existing store?
Import → "From marketplace" pulls your active listings, quantities, and prices straight from a connected channel. No API on your venue? The CSV importer maps your columns to SKUs, conditions, and prices, and shows you a preview before anything is written.
How do I add new inventory?
From Inventory, the Add Item flow takes photos, condition, and location — or scan the capture QR with your phone and shoot photos straight into the listing form, no app install. With AI credits, the photos alone are enough: the AI drafts the title, description, and item specifics for you.
How do I add my team?
Settings → Users lets owners and admins invite team members with a role (admin, manager, warehouse, or read-only). Starter includes 1 user, Growth 3, and Pro 10.
Every channel, one quantity
Sell one anywhere, decrement everywhere — with a receipt to prove it.
Which marketplaces are supported?
eBay, Amazon (FBM, plus FBA visibility), Walmart, WooCommerce, Shopify, and Back Market connect natively. No-API venues — Facebook Marketplace, OfferUp, Swappa, and the like — are handled as manual-assist channels: the system tracks what is listed where and walks you through delisting when something sells.
How fast does quantity sync happen?
Quantity changes ride a priority queue with a sub-60-second propagation target to every connected channel. Each listing shows "last synced X seconds ago", so you never have to wonder.
How does oversell protection work?
Stock is reserved the instant an order is ingested, and an oversell incident automatically zeroes the item across all other channels. Every delist is receipted in the audit trail — "delisted from eBay 41 seconds after it sold on Amazon" — so you can prove it happened.
What about my FBA inventory?
FBA stock is informational only. It appears alongside your local quantities so you can see the whole picture, but Amazon owns that pool — D9Commerce never mixes it into, or adjusts, your local stock.
A marketplace wants to re-authorize — is that normal?
Yes. Marketplace OAuth tokens expire periodically (eBay and Amazon especially). When one lapses, the channel shows as disconnected under Settings → Integrations; click Reconnect and sign in again — your listings and mappings are untouched.
The shelf that agrees with the screen
Bins, items, and serial numbers — all scannable, all accounted for.
How do QR locations and labels work?
Every bin and item can get a QR label — batch-printed on a DYMO right from the Labels screen. Scanning a bin with your phone opens move mode: scan items in or out and the ledger updates instantly.
Can I do stock counts by phone?
Yes — scan a location and switch to count mode. Counts are compared against the ledger and any discrepancy is surfaced for review instead of silently overwriting quantities.
How are serialized devices handled?
Each unit is tracked by serial: cosmetic grade with photo evidence, battery health, NIST 800-88 wipe certificates, and a chain-of-custody export. Wipe certificates are generated as PDFs you can hand to a buyer, a recycler, or a dispute.
What is parts harvesting?
Strip a dead unit into component SKUs. The source unit's cost redistributes across the parts by fair-market-value share, so per-part margin stays honest all the way into the profit reports. (Growth plan and up.)
What is the Death Pile feature?
In-stock items with no live listing get ranked by value × age and surfaced on your dashboard. The backlog becomes a work queue instead of a shelf of parked money.
Photograph it. It's listed.
The AI writes the listing and researches the price — metered in simple credits.
How does AI listing generation work?
Drop in 3–5 photos and the AI writes the title, description, condition assessment, and marketplace item specifics, ready to publish. Your AI style guide (Settings → AI style guide) is applied to every generation, so listings sound like your shop.
How does AI price research work?
One click pulls sold comps from live eBay data and suggests a price using trimmed-mean averages with condition filters — so one outlier auction doesn't skew your number.
What do AI operations cost?
A credit is 10¢. A full listing generation costs 3 credits, and a price-research lookup or photo cleanup costs 1. Every plan includes a monthly allowance: Starter 100, Growth 250, Pro 500 — that's roughly 33, 83, and 125 full AI listings respectively.
What happens when I run out of credits?
Plan credits reset on the 1st of each month. You can top up any time from Billing — packs start at 50 credits for $5, with volume packs up to 20% off — and purchased credits never expire. They're only consumed after your monthly plan credits are used up.
From sold to shipped, one screen
Every marketplace order, message, and shipment in dedicated workspaces.
Where do my orders land?
The Orders workspace aggregates every connected channel. Unshipped orders are front and center; you can add notes, combine shipments for the same buyer, record tracking, or cancel — and status flows back to the marketplace.
How does shipping work?
The Pack station scans an order, weighs it (scale integration on Growth and up), and rate-shops your connected carriers so you buy the cheapest label that meets the service level. Tracking is pushed back to the marketplace automatically.
Can I print packing slips and BOLs?
Yes — per-order packing slips and bills of lading generate as PDFs from the order detail page, and batch order sheets are available for pick-and-pack runs.
Where do buyer messages go?
The Messages workspace pulls buyer messages from your connected channels into one inbox. The sidebar badge shows new messages from the last 24 hours so nothing slips past a response deadline.
Unlimited orders on every plan
Your software bill shouldn't grow because your sales did.
What do the plans include?
Starter ($29/mo) covers 2 channels, 1,000 SKUs, and 1 user. Growth ($79/mo) adds 5 channels, 10,000 SKUs, 3 users, autopilot, wipe certificates, and parts harvesting. Pro ($149/mo) is unlimited channels and SKUs, 10 users, consignment, QuickBooks export, and the public API. Annual billing gives you 2 months free.
How does the free trial work?
14 days, no card required. When the trial ends, nothing is deleted — features simply fall back to Starter limits until you pick a plan.
How do I change plans?
Billing → pick a plan → monthly or annual. Upgrades and downgrades apply immediately, and your data is never touched by a plan change.
Where are my invoices?
When card payments are connected, "Manage billing" on the Billing page opens the customer portal with your invoices and payment method. On invoice-billed accounts, plan changes and credit purchases apply instantly and are billed to your account.
Locked down by default
Roles, two-factor, and sessions — the boring parts, done right.
What do the user roles mean?
Owner and admin manage billing, users, and integrations. Manager works inventory, listings, and orders. Warehouse covers scanning, receiving, and shipping. Read-only sees everything and touches nothing.
How do I turn on two-factor authentication?
Settings → Security lets each user enroll an authenticator app (TOTP). You'll get recovery codes to store somewhere safe — they're the only way back in if you lose the device.
Can I sign out everywhere at once?
Yes — Settings → Security lists your active sessions with device and last-seen time, and one click revokes any of them (or all at once).
I forgot my password.
Use "Forgot password" on the login page. A reset link is emailed to you; the link is single-use and expires quickly.
When something looks off
Most sync questions answer themselves on the Sync page — start there.
A listing didn't sync — now what?
Open the Sync page: every push is listed with its status and any marketplace error message. Retry the job with one click, or use "Explain this error" to have the AI translate a cryptic marketplace response into a fix.
A channel shows as disconnected.
Marketplace tokens expire — go to Settings → Integrations and click Reconnect on the channel. Your listings and SKU mappings are preserved.
A marketplace quantity doesn't match D9Commerce.
Run a reconcile from the Sync page. It compares live marketplace quantities against the ledger, lists every discrepancy, and lets you resolve each one deliberately instead of guessing which side is right.
Something else is wrong.
Email support and include what you were doing plus any error reference code shown on screen — the code lets us find the exact request in the logs.
Still stuck?
Email us what you were doing and any error reference code on screen — a human reads every message.
Email support