New Channels FAQ
This article answers some of the most common questions about New Channels, including order imports, stock updates, shipping notifications and channel configuration.
Will New Channels replace the original Channel Listings functionality?
While this is planned for the future, no timescales have been announced.
Both the original Channel Listings functionality and New Channels will continue to be supported until further notice.
What does the Orders Confirmed checkbox do?
The Orders Confirmed option controls which orders are displayed in the [ Channel | Imports ] screen.
- When selected, only confirmed (paid) orders are displayed.
- When not selected, both confirmed and unconfirmed orders are displayed.
An unconfirmed order is typically one where a customer has added items to their basket but has not yet completed checkout or payment.
Note: All imported orders will appear in Sales Invoice Manager. However, unconfirmed orders cannot be processed through Sales Invoice Manager until they become confirmed.
Why is there a Don't Import Orders option in [ Channel | Detail | Setup ]?
This option is enabled by default when creating a new channel.
It is primarily intended for use during the initial channel setup process, allowing configuration and filtering to be completed before orders begin importing automatically.
Once the channel has been set up and tested, this option should normally remain unticked.
How are courier weight bands handled in New Channels?
There is no requirement to configure specific courier services within the New Channels setup.
When orders are imported, Khaos Control applies the courier rules defined within your existing courier banding configuration.
A common approach is to assign a generic courier and allow Khaos Control to reassess the order during import. The system can then select the appropriate courier based on your normal criteria, such as:
- Weight
- Order value
- Existing courier banding rules
Note: Stock item weights must already be maintained within Khaos Control for weight-based courier selection to work correctly.
Can I configure New Channels myself?
Yes. Although the Projects Team will normally assist with the initial setup, it is possible to create and maintain channels yourself if you are comfortable doing so.
For example, Shopify credentials can be entered directly into a test system for configuration and testing purposes.
Important: If you choose to configure channels yourself, take extra care to avoid sending test notifications or updates to live customers.
Can Shopify stock records, descriptions and stock levels be merged with Khaos Control before importing?
Yes, in many cases this can be achieved through bulk import processes.
If data can be exported from Shopify into a compatible format, such as:
- CSV
- TXT
then stock descriptions, stock levels and other information may be updated using import tools or SQL-based processes.
To complete a stock record match, the Projects Team will typically require the Khaos Control SKU for each item.
Speak to your Project Controller during implementation if you require assistance with stock migration or synchronisation.
How are Shopify payments handled?
Khaos Control does not process or register Shopify payments directly.
Orders imported from Shopify are treated as already paid.
Payment processing and bank transfers are managed within Shopify using your chosen payment provider, such as:
- Shopify Payments
- PayPal
- Sage Pay (or alternative payment gateways)
How often does Khaos Control communicate with a channel?
The communication frequency can be configured to suit your requirements.
Depending on your setup, channel updates can occur:
- As frequently as every 10 minutes.
- Once per day.
- At other scheduled intervals agreed during implementation.
The Projects Team can help determine the most appropriate schedule for your business.
Why can't I see shipping notification updates on my channel?
Shipping notifications are sent from Khaos Control in batches of up to 100 updates at a time.
These batches may contain updates for:
- A single channel.
- Multiple channels within your environment.
This batching process improves performance when handling large amounts of information.
As a result, a recently processed order may not always appear in the first batch of updates sent to the channel.
If a shipping update is not immediately visible, allow the system to complete several synchronisation cycles before investigating further.
What triggers shipping notifications?
Shipping notifications are triggered as orders move through Sales Invoice Manager (SIM).
The stage that triggers the notification depends on the channel being used.
Examples
| Channel | Shipping Notification Trigger |
|---|---|
| Amazon | When the order progresses beyond the Issue stage |
| Shopify | When the order progresses beyond the Shipping stage |
Different channels may use different trigger points depending on their integration requirements.
Can Shopify display more stock than is available in Khaos Control?
No. New Channels does not support artificially increasing stock levels during synchronisation.
If required, you could manually maintain a higher stock quantity directly within Shopify and exclude that item from channel stock updates.
However, this would need to be managed outside of Khaos Control and may increase the risk of overselling.
Can orders with non-matching totals be imported to a specific manual hold sub-stage?
No. Orders with non-matching totals can only be imported into the main Manual Hold stage.
If you wish to use a different sub-stage, the order must be moved manually after import.
How will I be notified about New Channels updates?
New features and enhancements are normally announced through standard Khaos Control release communications and update notes.
If you notice new functionality that has not yet been documented, please contact Support for further information.
How many times will Khaos Control attempt to import an order automatically?
Khaos Control will attempt to import an order automatically up to six times.
If all automatic attempts fail, the order will need to be imported manually.
What new features are planned for New Channels?
There are currently no major feature additions planned in the short term beyond ongoing performance improvements.
Future enhancements will be announced through standard Khaos Control update communications and the What's New documentation as they become available.
If you discover functionality that has not yet been documented, please contact Support for further details.
Additional Information
New Channels has been designed to provide a flexible and scalable way of connecting Khaos Control with major eCommerce marketplaces and platforms.
Most configuration settings can be tailored to suit individual business requirements, including:
- Import schedules
- Courier selection
- Stock updates
- Order processing rules
- Shipping notifications
If you are planning a new channel integration or making significant changes to an existing one, we recommend discussing your requirements with the Projects Team before making changes in a live environment.