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Frequently Asked Questions & Troubleshooting Guide

Common troubleshooting solutions and operational answers for MaxSeller.

1. Omnichannel Integration & Fanpage Issues​

❓ Why are messages sent to our Fanpage not showing up in MaxSeller Chat?​

Solution:

  1. Check Facebook user role permissions: Account must have Admin or Editor role on the Page.
  2. Go to Channels ➔ Locate disconnected Fanpage ➔ Click Refresh Access Token.
  3. Verify if Facebook has placed temporary messaging restrictions on the Page.

❓ How do I change the default receiving warehouse for TikTok Shop orders?​

Solution: Go to Channels ➔ Select TikTok Shop tab ➔ Click Channel Settings ➔ Select new default warehouse and click Save.

2. Warehouse & Inventory Issues​

❓ Why does marketplace stock differ from MaxSeller warehouse stock?​

Solution:

  • Verify that marketplace products are linked via Mapping to correct MaxSeller SKUs in Channels ➔ Channel Products.
  • Ensure Automated Stock Synchronization switch is toggled ON.

❓ What should I do when audit counts don't match system numbers?​

Solution: Create a Stock Audit (Stock Check) ➔ Count physical stock ➔ Click Reconcile Stock to update figures immediately.

3. Orders & Logistics Carrier Issues​

❓ Unable to generate tracking numbers from carriers (Flash/Kerry/J&T)?​

Solution:

  • Verify that customer recipient address contains all 3 tiers (Province/City, District, Ward/Subdistrict).
  • Ensure parcel item weight is greater than 0 grams.
  • Verify carrier account credentials under Settings for expired tokens or changed passwords.

4. Technical Support Channels​

For advanced technical assistance from the MaxSeller engineering team:

  • 🌐 Website: https://maxseller.vn
  • 📞 24/7 Hotline Support: 1900 xxxx
  • 💬 Live Chat Support: Click the support icon at the bottom right of the screen.