FAQs

Yes.

The time will vary based both on the volume of orders to be imported as well as the number and size of inventory updates (if file-based). Most accounts will have that data processed within a few hours.

The volume of updates sent to channels will be larger than usual but will be spread across clients whose accounts will not be coming online all at the same time. When we first re-enable outbound inventory updates to channels, which will be for all clients at the same time, we will limit the amount of capacity to reasonable levels so that we do not overload our system or theirs, and we will be monitoring the processing level.

Use the features in the Brands user interface to update shipping and tracking information. Order status is updated at the order or item level. Navigate to the Fulfill > Orders.

Any manual changes you make directly in a marketplace portal will be overwritten once product syncs (updates) from Rithum resume. However, we won’t restart those syncs until every client’s orders have fully imported, and all inventory updates that clients have sent have been processed. For example, if you manually update a product’s price or stock level in Amazon or Walmart today, that change will stay in place for now. Once product syncs turn back on, the value stored in Rithum at that time will replace your manual update.

There is no inventory priority across channels, inventory will be allocated based on the time that we import the order into our system, regardless of the channel.

If a specific channel requires this information, we can provide it; however, it would likely not be available until at least November 24. In most cases, this should not be necessary because channels can identify impacted orders based on timing. Any orders that were ready for processing by the seller (typically when payment is cleared) on or after 11:30 a.m. ET on November 20, 2025 would have been affected.

Manual changes made directly in marketplace portals during the outage may result in data conflicts or duplicate order processing when systems resume.

Product Data (Inventory, Pricing, Attributes) Manual updates in marketplace portals will be overridden by values stored within the Rithum platform when product syncs resume, but we do not plan on resuming product syncs until, for all clients, orders have been imported from channels and inventory updates received from clients have been processed.

Order Fulfillment Actions For marketplaces such as Amazon, Walmart and eBay, seller-fulfilled orders will be imported as unshipped even if they are marked as shipped on the marketplace. If sellers mark orders as shipped on the marketplace they will need to avoid double-shipping orders after being imported into Rithum. For other marketplaces, orders fulfilled directly in marketplace portals before Rithum import may not be retrieved once systems are operational. Externally-fulfilled orders from programs such as FBA, ZFS and WFS will be imported as usual, no action is needed.

Mitigation Options Brands may consider the following approaches to reduce duplicate order risk:

Implement duplicate order detection at the order ID level in downstream fulfillment systems

Maintain records of orders manually fulfilled during downtime for reconciliation purposes

Orders shipped manually should be updated within Rithum to support accurate inventory quantity reconciliation and prevent discrepancies, ensuring the option to not update the marketplace is selected.