--- title: "Marketplace orders" description: "Understand how orders from Allegro, eMAG, Pepita and the Árukereső basket arrive in your store, what goes back to the marketplace and what to do when an order cannot be added." url: "https://docs.poltura.com/en/feeds/marketplace-orders/" lang: en alternates: en: "https://docs.poltura.com/en/feeds/marketplace-orders/" hu: "https://docs.poltura.com/hu/feeds/marketplace-orders/" --- # Marketplace orders Understand how orders from Allegro, eMAG, Pepita and the Árukereső basket arrive in your store, what goes back to the marketplace and what to do when an order cannot be added. - Where: Orders On a marketplace the shopper buys on the marketplace's own site. With orders switched on, each such order arrives in your **Orders** like any other, so you pick, pack and ship it from one place. ## Before you start - Marketplace orders need **Marketplaces with orders** on your plan. **Compare plans** in **Feeds** → **Add feed** shows which plan includes it. See [Plan and billing](https://docs.poltura.com/en/settings/plan/). - Four sites can send orders: [Allegro](https://docs.poltura.com/en/apps/allegro/), [eMAG](https://docs.poltura.com/en/apps/emag/) as a connected feed, [Pepita](https://docs.poltura.com/en/apps/pepita/) and the basket of [Árukereső](https://docs.poltura.com/en/apps/arukereso/). Each app page describes how to switch orders on and how to pair the site's delivery and payment methods with yours. - The feed must be live. A paused feed takes no new orders. ## How an order arrives A marketplace order becomes a normal order in your store: - with the products, prices and discounts exactly as the buyer paid them on the marketplace, in the feed's currency; - with stock reserved like for any other order; - with the buyer as a customer: an existing one with the same email address, otherwise a guest; - with the delivery and payment method you paired with the marketplace's own. Each order is added once. Your store sends the buyer no emails for it, because the marketplace does that. ## Find the marketplace details of an order 1. Open **Orders** and open the order. 2. Find the **Marketplace** card. It shows the **Order number on the marketplace**, the **Status on the marketplace** and whether the order is **Confirmed to the marketplace**. 3. Click **Open on** followed by the site's name to see the order there, or **Copy order number**. The card also tells you when the buyer paid with the marketplace's own voucher, gift card or wallet, and when the amount is **To collect on delivery**. ## What goes back to the marketplace When you work on the order in Poltura, Poltura passes the update on to the marketplace, as far as the marketplace accepts it. Depending on the site this covers confirming the order, status changes, shipments with tracking, the invoice, cancellations and returns. A site that takes no updates back has to be closed in the site's own admin too. The site's app page says which applies. Updates the site has not taken yet show on the feed's **Overview** tab, and for updates the site refused there is **Try again**. > **Good to know** > > The money is with the marketplace. Canceling or returning the order in Poltura moves no money in your store. Where the marketplace refunds through its connection, Poltura asks it to refund the buyer. ## Cancellations and changes on the marketplace - A buyer who cancels on the marketplace cancels the order in your store. - If the marketplace cancels an order you have already shipped, it cannot be canceled in your store. The **Marketplace** card says so, and you settle it with the buyer on the marketplace. - If the marketplace changes the order after it came in and the change could not be applied in your store, the card lists the lines to change before you ship. ## Orders the marketplace ships itself Some orders are shipped from the marketplace's own warehouse. They are marked **Shipped by** the marketplace. Your store reserves no stock for them. There is nothing for you to ship, so you cannot fulfill them. ## Add an order that did not arrive Sometimes an order cannot become a store order. The feed's **Overview** tab then lists it under **Orders from** the site **not in your store yet**, with the reason. 1. Open **Feeds**, open the marketplace's feed and stay on **Overview**. 2. Read the reason next to the order. 3. Fix the cause in your store, for example add stock or set up tax for the buyer's country. 4. Click **Try again**. The order appears in **Orders**. The reasons you may see: - a product on the order is not in your store, or matches more than one of your products; - there is not enough stock for a product on the order; - a price on the order is far from your price, or the total does not add up; - the order is in another currency than the feed's market; - your store has no tax set up for the buyer's country, or the VAT rate differs from yours; - the feed does not take new orders now, or its market no longer exists. Poltura also tries again by itself a few times when your stock or products change. ## Good to know - Marketplace prices and stock may differ from your shop on purpose. [Feed rules](https://docs.poltura.com/en/feeds/rules/) can raise marketplace prices or keep some stock back for your own shop. - Pausing or deleting a connected feed takes your offers off the marketplace. The feed's **Overview** shows **Coming off** the site with the number of products still there. - If the site keeps refusing for about a day, remove the products on the site yourself, then click **I removed them on** the site on the feed's **Overview**. - A feed with orders that are still open on the marketplace cannot be deleted. Pause it instead until those orders are done. - If your plan loses **Marketplaces with orders**, orders already in your store stay. The feed's **Overview** says what was switched off and that it comes back by itself when the plan has the feature again. ## If something goes wrong - **No orders arrive.** Check that the feed is live, that orders are switched on in the feed's **Settings**, and that the marketplace knows your orders address where it needs one. The site's app page lists the steps. - **"Marketplaces with orders are not in your plan."** The feature is missing from your plan. See [Plan and billing](https://docs.poltura.com/en/settings/plan/). - **"The marketplace ships this order from its own warehouse."** You tried to fulfill an order the marketplace ships. There is nothing to do. - **An order is listed as not in your store yet.** Follow the steps above. - **"Poltura could not take the products off the site".** Remove them in the site's own portal, then confirm it on the feed's **Overview**. ## Related - [Feeds](https://docs.poltura.com/en/feeds/) - [Add and set up a feed](https://docs.poltura.com/en/feeds/add-a-feed/) - [Orders](https://docs.poltura.com/en/orders/) - [Order details](https://docs.poltura.com/en/orders/order-details/) - [Fulfill and ship](https://docs.poltura.com/en/orders/fulfilment/) - [Handle a return](https://docs.poltura.com/en/returns/handle-a-return/)