Support
Questions about connecting Amazon, uploading warehouse data, or anything that is not behaving the way you expect. A real person reads every message.
Email us
Use the form below, or write to us directly. Include your organization name and, if it relates to a specific product, the SKU.
Something broken?
Tell us what you did, what you expected, and what happened instead. If an upload was rejected, the error report names the tab and the row — send that.
Account & access
Password resets and new users are handled by your organization's administrator. If you cannot reach them, contact us.
Common questions
How do I connect my Amazon Seller account?
Sign in, open Integrations → Amazon, and choose Connect Amazon Seller Central. You will be taken to Amazon to sign in and approve access, then returned to Xcel Rack.
We never see your Amazon password. The authorization is stored on our servers and can be revoked at any time, either from this application or from Seller Central.
What does Amazon provide, and what do I still enter myself?
Amazon supplies what Amazon knows: your catalog, SKUs, product identifiers, fulfillment type, orders, units sold, and FBA on-hand and inbound inventory. You do not re-enter any of it.
You supply what Amazon cannot see: warehouse stock, box numbers and quantities, units per box, part numbers, warehouses, suppliers, and supplier lead and transit times.
Connecting Amazon never overwrites your warehouse data.
Why was my upload rejected?
Every row is validated before anything is written. When a row is refused, the error report names the tab, the row number, the column and the reason — download it from Upload History.
The most common causes are a duplicate offer (the same SKU twice on one tab, or the same SKU and marketplace on both tabs), a UPC already paired with a different part number, or a warehouse or supplier ID that does not exist yet.
Rejected rows do not stop the rest of the file from loading.
My UPC lost its leading zeros in Excel
Excel treats a barcode as a number and drops leading zeros, so 012345678905
becomes 12345678905 — a different barcode.
The template we provide formats those columns as text, so downloading it and filling it in avoids the problem entirely. If you build your own file, format the UPC and Part Number columns as Text before typing into them.
Why does my forecast look wrong?
Forecasting needs three things: sales history, current stock, and lead times. If any is missing or stale the recommendation will reflect that.
Check that your Amazon connection has synced recently, that the SKU has a supplier with lead and transit times, and that units per box is set. Tell us the SKU and we will look at exactly what went into the number.
How do I disconnect Amazon?
Integrations → Amazon → Disconnect. The stored authorization is destroyed, not merely forgotten, and syncing stops immediately.
Your existing data — orders, inventory and everything in your warehouse records — is kept. You can reconnect at any time.
Contact support
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