FAQ & troubleshooting

My numbers don't match the Amazon console

Almost always attribution: MerchDash's settled windows exclude the two newest days (still changing), the console shows partial live numbers, and MerchDash data is as fresh as the last sync (~every 12 hours). Compare a fixed, settled date range a few days after it ends and the numbers converge. Also note MerchDash days are UTC.

My data looks stale

Check the dashboard sync clock. Marketplaces refresh about every 12 hours; keyword/target states refresh on their own sweep cadence (~3 days for clicked entities, ~14 days for the rest — instantly for changes made through MerchDash).

My rule ran but changed nothing

Preview it. “0 items evaluated” usually means the entity or window is off; items evaluated but none matched means conditions are stricter than you think — a debug preview shows per-item values. Also check: is the rule's season window active? Are you expecting data from the two unsettled days a LAST N DAYS window deliberately excludes?

My rule didn't run at all

Rules only auto-run when switched on with a non-manual schedule, inside their season window, after the marketplace's first sync completed. Interval schedules count from the last run. A rule still executing is never started again on top of itself.

Why can't I negate this search term?

If it looks like an ASIN (B0…), Amazon rejects it as a negative keyword — that is a product hit, not a phrase. In product-targeting traffic MerchDash handles that for you: addNegative() writes the ASIN through Amazon’s negative product target endpoint instead, and silently ignores plain shopper queries, which that targeting mode cannot negate at all.

A keyword shows no state

State comes from a Sponsored Products snapshot; before the first sweep — and always for Sponsored Brands/Display — it reads NONE. See data sync. Filtering on state in rules still works safely: applying a change always checks live state and skips no-ops.

A run says it was truncated

Automation rules have no change limit of their own, so the run hit a time or row ceiling, or a limit your operator has set for this MerchDash install; the message names which. Narrowing the rule — to enabled campaigns, or a shorter window — is the fix in every case.

I applied something I regret

Open Change history, find the run, revert one change or the whole run. Reverts are logged too, so nothing is lost.

How far back does my data go?

Amazon can provide roughly the last 60–95 days when you first connect. MerchDash then keeps synced metrics inside your plan’s archive window: 180 days on Starter, 2 years on Growth, or lifetime on Scale. See Plans & billing for the retention and grace-period details.

Can I run multiple Amazon accounts?

Yes — link accounts to work across them as one merged view; plan limits are on the plans page.

Something else?

Ask the AI Copilot in-app — it answers questions about MerchDash and Amazon advertising — or reach us at [email protected].