📗 Quick Reference Table

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📬 Custom Messages or RAR Not Sending

Steps to Troubleshoot:

1. Confirm that your SP-API connection is active.
   ​
   Step 1: Click the menu icon (☰) in the top left corner.
   Step 2: Select Marketplace Settings from the menu.
   Step 3: Check the Selling Partner API section to confirm it shows “Connected.”
   ​

   If it’s not connected, please refer to the Helpful Resources section below for guidance.
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2. Verify that your RAR or Custom Messages are enabled.
   ​
   ​Step 1: Click the menu icon (☰) in the top-left corner.
   ​Step 2: Hover over Feedback Genius, then click on either Automated Request a Review or Custom Message.
   ​Step 3: On the selected tab, check that the message is enabled.
   ​

   For additional help, please refer to the Helpful Resources section below.
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Helpful Resources:

• SP-API Connection Guide

• Activating Messages

• How to get your first review: Turn on Amazon’s Request a Review Automation

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📉 Data Not Displaying in the Dashboard

Steps to Troubleshoot:

1. Verify the SP-API connection is successfully established.
   ​
   Step 1: Click the menu icon (☰) in the top left corner.
   Step 2: Select Marketplace Settings from the menu.
   Step 3: Check the Selling Partner API section to confirm it shows “Connected.”
   ​

   If it’s not connected, please refer to the Helpful Resources section below for guidance.
   ​

   

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2. Confirm your Generic MySQL connection is active.
   ​
   ​Step 1: Click the menu icon (☰) in the top-left corner.
   ​Step 2: Hover over Profit Genius, then select the Data Hub tab from the menu.
   ​Step 3: Check the connection status to ensure it displays “Connected.”

   If it’s not connected, please see the Helpful Resources section below for further instructions.
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3. Update Google Chrome to the latest version.
   ​
   Please refer to the Helpful Resources section below for a knowledge base article that provides a step-by-step guide on how to complete this process.
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4. Clear your browser’s cache and cookies.
   ​
   Please refer to the Helpful Resources section below for a knowledge base article that provides a step-by-step guide on how to complete this process.
   ​

   

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Helpful Resources:

• SP-API Setup

• MySQL Connection Help

• How to Update Chrome Browser and Clear Cache & Cookies

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🔐 Login Issues

Steps to Troubleshoot:

1. Double-check that your login credentials are correct.
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2. Use the “Forgot Password” option to reset your password.
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Helpful Resource:

• Password Reset Guide
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📊 Advertising Data Not Displaying

Steps to Troubleshoot:

1. Ensure your Advertising API is connected.
   ​
   ​Step 1: Click the menu icon (☰) in the top-left corner.
   ​Step 2: From the menu, select Marketplace Settings.
   ​Step 3: In the Advertising API section, verify that the status shows “Connected.”
   ​

   If it’s not connected, please refer to the Helpful Resources section below for detailed guidance.
   ​

   

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2. Log in to Amazon Campaign Manager to verify campaign access.

   ​Step 1: Log in to Seller Central

   • Go to sellercentral.amazon.com and sign in with your Amazon seller credentials.

   Step 2: Open the Advertising Menu

   • From the top menu bar, hover over “Advertising”.

   Step 3: Select “Campaign Manager”

   • In the dropdown menu, click on “Campaign Manager.”

Helpful Resource:

• Connect the Ad API

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📉 Data Discrepancies

Steps to Troubleshoot:

• Contact the Customer Success team for assistance.
  ​

• Include screenshots or screen recordings of both Seller Labs data and the source you are comparing it to.

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🧭Need Further Help?

📝 When Reaching Out, Please Include:

• A brief description of the issue

• Any relevant screenshots or videos

• The steps you took leading up to the issue

💬 Ways to Get Support:

• In-App Chat
  Click the chat icon in the bottom-right corner of any Seller Labs app.

• Knowledge Base
  ​Search our Help Center to see if your question has already been answered.

• Book an Appointment
  ​Schedule a session with our team for direct, personalized support.

We’re happy to help—don’t hesitate to reach out! 😊
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