TABLE OF CONTENTS




Once your sales data has been uploaded and processed, you can check the status of your uploads in a report, which looks like this:  



The report shows the status of each individual sales line, and any errors will be flagged. To find this report, while logged into the Feefo hub head to 'Sales' > 'Sales Upload History'.


When uploading a CSV file to the sales upload system, you may encounter situations where the file fails to upload. This guide outlines the common reasons for complete file failures and provides steps to fix them.



Failing Scenarios


Pre-Processing Errors


These errors occur before the file is processed. When a pre-processing error happens, the file will not be processed, and no log will be shown in the history page. Instead, a pop-up will display the problem.


File is not a valid CSV


Reason: The uploaded file is not in CSV format.


Fix: Ensure the file is saved with a .csv extension and formatted correctly as a CSV file. Open the file in a text editor to verify that values are separated by commas and that it adheres to CSV standards.


CSV file is not in UTF-8 format


Reason: The CSV file is not encoded in UTF-8.


Fix: Re-save the CSV file with UTF-8 encoding. Most spreadsheet applications allow you to choose the encoding format when saving a file. For example, in Excel, choose "Save As" and select "CSV UTF-8 (Comma delimited) (*.csv)".


Wrong global filter, user doesn't have the right permissions


Reason: The user does not have the necessary permissions to upload the file due to incorrect merchant account selected in the global filter.


Fix: Select the correct merchant account, verify that your user account has the correct permissions to upload sales data. Contact your system administrator if you believe there is an issue with your account permissions.


Post-Processing Errors


These errors occur after the file begins processing. When a post-processing error happens, the log will show in the history page with details.


File headers problem


Reason: The CSV file has missing required headers, duplicated headers, or empty headers.


Fix: Ensure your CSV file includes all the required headers, and that there are no duplicates or empty header fields. Refer to the template or sample CSV file provided in the documentation to verify the correct headers.


Whole file failure


Reason: The entire file is wrong or the number of errors exceeds 2% of the total lines in the file.


Fix: Review the file for common issues such as formatting errors, incorrect data types, or invalid entries. Correct these errors and try uploading the file again. If the number of line errors exceeds 2%, address the specific issues listed and reduce the overall error count below 2%.



 

Line Errors


In the sales upload process, errors specific to the lines within the uploaded file can occur. These errors will be displayed on the 'view details' page once the file has been uploaded. Below are explanations and solutions for common line item errors:

The report can identify any of the following errors in your data: 



Row X is excluded as the sale Y is too old to update with new sale items 


This occurs when a successful sale line with that order reference has been uploaded into Feefo before, however, this additional sale line with additional sale information, such as an additional product or post service event, has been uploaded after the previous sale line (but within the minimum interval) has been sent out to the consumer. 

To avoid this, the original and additional sale lines will need to be uploaded in sequence before the original sale line is due to be sent to the consumer. 


Row X is rejected because the system could not find the product catalogue information


This occurs when a line has been provided with a product search code, but where the product search code has been provided without any supplementary product information. 

If a product search code, and the required supplementary product information has been provided by that merchant before, the system can look for the entire product for future sale lines in which only the product search code has been provided.

If a product search code has been provided, and the product search code is not recognised by the system, all the supplementary product information will need to be provided with it to generate a new product, or the line will fail.

Row X has missing or invalid field(s): Y


This occurs when a line contains a column with an invalid or missing field. This can include accidental spacing, special characters, illogical entries such as text in a numerical column or the field may be required and not filled in. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is excluded as it is a duplicate of row Y


Feefo feedback requests only allow one of each unique sale per customer against the same order reference. This is to mitigate the chance of a duplicate request for the same order, potentially prompting poor feedback or no feedback at all.


Row X is excluded as it has a duplicated product in an existing sale: Y. Only one occurrence of a product is allowed per an order.


Feefo feedback requests only allow one of each unique product or sale per customer against the same order reference. This is to mitigate the chance of a duplicate request for the same order or many requests for the exact same product purchases multiple times.


Row X is rejected; cannot upload for merchant Y. Please verify if you have permissions to upload sales for this account.


Feefo Hub accounts may be able to upload sale information via the Feefo Hub however if the information supplied uses a merchant identifier of another account, it will be rejected if that Feefo Hub account does not have permission to access that account. The merchant identifier can be found on the Feefo Hub https://hub.feefo.com/settings/account/business-details. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is excluded as it has blocked product SKU set by an account administrator: Y


File lines can be rejected if a Product SKU has been set to be filtered out from feedback requests via the Feefo Hub. This can be set and managed by the Feefo Support team who can be contacted at support@feefo.com.


Row X is excluded as it has blocked product description set by an account administrator: Y


File lines can be rejected if a Product Description has been set to be filtered out from feedback requests via the Feefo Hub. This can be set and managed by the Feefo Support team who can be contacted at support@feefo.com. 


Row X is excluded as it has blocked product tag: Y


File lines can be rejected if a Product Tag has been set to be filtered out from feedback requests via the Feefo Hub. This can be set and managed by the Feefo Support team who can be contacted at support@feefo.com.


Row X is rejected due to unauthorised tag keys: Y. Please check the formatting is valid.


Only pre-set tag Keys can be used in the Tags column. Each tag entry must be a Key:value pair and is case sensitive. The Value can be any alpha-numeric value but the Key must be one of the pre-defined Feefo tag Keys made available to your industry. It is also possible that the formatting may be incorrect by using an unintended value such as a comma or space. More information on our tags can be found here.

Row X is excluded as customer Y has opted out


Consumers who may have been contacted by Feefo before have the option to globally opt out from all future Feefo communications, including feedback requests. If the consumer would like to be opted back into Feefo feedback requests they will need to contact Feefo directly via email to provide evidence that they have chosen to do so. This can be set and managed by the Feefo Support team who can be contacted at support@feefo.com.


Row X is rejected as multi-line sale (order ref = Y) has inconsistent value(s): Z


Although the order reference may be the same for each line, other values that require consistency may not. For example email address, name or consumer reference. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.

Row X is rejected as the merchant Y is not recognised


Specific Feefo accounts are identified via their Merchant Identifier, a required field. This field will need to be populated on each row so the line knows which Feefo account to be sent to. This identifier is unique and specific, leading to an error if not correct. The merchant identifier can be found on the Feefo Hub https://hub.feefo.com/settings/account/business-details. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is excluded as customer Y has a feedback request within the minimum interval period


Your Feefo account may be set to only send feedback requests to repeat customers after a set interval has passed. This is typically set on your Feefo account under Scheduling: https://hub.feefo.com/settings/general/feedback-preferences. Any sales for customers within that interval will be rejected. If this has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is excluded as it has a blocked email address: Y


Feefo is not authorised to send feedback requests to some email domains for legal reasons. These are typically eBay and Amazon addresses.


Row X is excluded as it has used an existing sale order ref Y, but the customer details do not match the existing sales data


If a feedback for a consumer is within Feefo but has not sent yet, you will be able to add additional product lines to it however the customer details entered must match exactly what was entered previously. This can be checked on the Feefo Hub via 'Campaign's > 'Manage Feedback Requests' or https://hub.feefo.com/campaigns/feedback-requests. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is excluded as the customer Y has a more recent sale Z


Your Feefo account may be set to not send follow up feedback requests to the same customer unless a certain time period has passed. If the customer has multiple different orders on the same upload file of which have dates within the minimum repeat contact period, the later dates will be excluded. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is rejected as campaign Y uses SMS which is not enabled


Feefo SMS is a premium offering which requires additional payment. If this is no longer enabled in your Feefo account, the campaign associated with SMS will no longer be accepted on sale uploads. For more information please contact the Feefo Support team on support@feefo.com. 


Row X is rejected as an invalid mobile number has been provided


Feefo require mobile numbers to be passed in a certain format based on region. For example UK: +447928932938 or US: +19177918200. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub. 


Row X is rejected as an invalid email address has been provided


This occurs when a line contains an invalid email. This can include accidental spacing, special characters, illogical entries such as text in a numerical column or the field may be required and not filled in. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is rejected as the email address is missing


This occurs when a line does not contain the required field of Email Address. Feefo feedback requests require a valid email address in order to contact consumers for their feedback. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is rejected as the mobile number is missing


This occurs when a line does not contain a mobile number. Feefo feedback requests require a valid mobile number in order to contact consumers for their SMS feedback. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is rejected as the email address and mobile number are both missing, at least one must be supplied


Feefo feedback requests require a valid mobile number or email address in order to contact consumers for their feedback. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is rejected as the email address and mobile number are both missing, both must be supplied


SMS only campaigns will not require the email field on a sale file but will need to enter the Email column with blank values. If your fallback feedback request is email they will need it as default. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.


Row X is rejected as SMS feedback requests are not enabled for the specified region


Due to costings, only select mobile regions have been authorised to use Feefo and SMS. Please see here for more information on this or contact support@feefo.com for more information.



Although this is an optional field, the image link URL will need to be in an acceptable format for the line to be accepted. For more information on our required or optional sale fields, please see here. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub https://hub.feefo.com/sales/upload-multiple-sales. 


Row X is excluded as the feedback has already been received for sale Y


If a feedback for a consumer is within Feefo but has not sent yet, you will be able to add additional product lines to it. If the feedback request has already sent however, you will no longer be able to add additional information to that feedback request and it will be rejected. To contact that consumer again the row will need to be given a new, unique order reference. Once a field or file has been amended you will be able to upload this again manually through the Feefo Hub.



Once any errors have been fixed, and the file has loaded successfully, click ‘OK’ on the Upload Report.  


To bring up a report of a previous upload, simply head to ‘Sales > Sales Upload History’, and click ‘Show Details’ on the report you’d like to look at.  


If you’re unsure about the errors that have been flagged in your report, contact us via support@feefo.com