Trellis FAQ & Common Issues

 

🚀 Getting Started

Why can’t I see my products after connecting my Amazon account?

• Cause: Product data can take up to 24 hours to sync after your Amazon Ads and Seller Central accounts are connected.

• Solution: Wait one business day and refresh your Products dashboard. If data still doesn’t appear, go to Settings → Integrations and make sure both Advertising and Seller Central are authorized. If either shows “Reauthorize”, click it and complete the login steps through Amazon’s portal.

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My account is connected but ad data is missing. What should I do?

• Cause: Amazon’s Advertising API may still be syncing or access scopes weren’t fully granted.

• Solution:

  1. Go to Settings → Integrations.

  2. If any connection shows “Reauthorize”, click it to reauthenticate your account.

  3. Once both Advertising and Seller Central are reauthorized, data will populate automatically within 24 hours.

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Can I manage multiple brands or marketplaces under one Trellis account?

• Yes, this can be done by combining multiple Amazon accounts under a single Trellis organization.

• To enable this, contact your Customer Success Manager (CSM) — they’ll help merge the accounts and ensure performance data syncs properly across all brands or regions.

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📈 Campaigns & Optimization

When I perform an action on Trellis, how long does it take to update on Amazon?

• Trellis actions can be reflected within Amazon within a few minutes. In some cases it can take up to 5-10 minutes. If there is a delay longer than this, please reach out to our support team to assist.

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Why isn’t my campaign spending its daily budget?

• Possible causes & solutions:

  • ACOS range is too low: Trellis may be constrained from bidding competitively. Try widening the range (e.g., 15–30%) in Configuration.

  • Keywords are limited: Enable Discovery or an Auto Campaign to harvest new keywords.

  • Serving hours: Review the Serving Hours column in the Ad Report to see if pacing limits are restricting spend.

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My ACOS is higher than expected — what can I do?

• Check these factors:

  1. ACOS range: If too wide, Trellis may be overbidding. Narrow the range slightly or switch to ROAS Boost mode.

  2. Conversion rate: Evaluate your listing quality and category competition.

  3. Placement multipliers: Reduce “Top of Search” or “Product Page” multipliers if they’re set too high.

💡 Tip: Review the Search Term Report to find keywords or ASINs with high spend but low conversions — you can negate or lower bids for these directly.

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How can I improve performance for new product campaigns?

Use the Product Launch optimization strategy for the first 2–4 weeks.
This lets Trellis bid more aggressively to help your new ASINs gain impressions faster. Once performance stabilizes, switch to GrowthMax or ROAS Boost for sustained performance.

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What’s the difference between ROAS Boost and GrowthMax?

💡 Example:
If your ACOS range is 20–40%, ROAS Boost will stay near 22–26%, while GrowthMax pushes toward 35–40% to gain share and visibility.

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Why is my campaign marked “Incomplete”?

This is expected behavior and not an error.

Trellis automatically creates all possible ad groups (for match types or targeting types like Broad, Phrase, Exact, ASIN, etc.) — even if you haven’t added targets for some of them yet.

If you see “Incomplete,” it simply means that one of those ad groups doesn’t currently contain targets (e.g., no Broad Match keywords).
It will not impact campaign performance or serving — it’s simply ready for when you want to add those targets later.

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Why am I not seeing harvested keywords or ASINs yet?

• Trellis begins harvesting once campaigns collect enough data — typically after 10–14 days.

• Check Configuration → Discovery Settings to ensure Auto Campaigns and Keyword Harvesting are enabled.

• Ensure your product titles and descriptions are optimized, as this improves relevance and harvesting quality.

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📊 Reports & Data

Where can I see keyword and search term performance?

Go to Reports → Search Term Report to view:

• Keyword and matched search query performance

• Clicks, spend, conversions, and ACOS per term

• Which targets are spending most or driving low ROI

💡 Pro Tip: Filter by “High ACOS” or “Low Conversion” to quickly spot optimization opportunities.

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How do I customize dashboards?

• Click the three vertical dots (top-right) to edit summary tiles.

• Use the cog wheel near the search bar to choose which metrics appear in the table view.

• Apply filters or tags to create saved custom views by category, campaign, or product line.

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My metrics look off compared to Amazon Ads — why?

• Trellis updates data every few hours, but Amazon’s attribution window can cause up to a 24-hour delay.

• Always compare the same date range and attribution window when checking reports between Trellis and Amazon Ads.

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⚙️ Configuration & Settings

Where do I change my ACOS range or optimization strategy?

Go to Configuration → Select Campaign(s) → click Bulk Edit (or open an individual campaign).
Here you can update:

• ACOS Min/Max ranges

• Optimization Strategy (ROAS Boost, GrowthMax, etc.)

• Bid ranges and multipliers

You can also perform these updates in bulk from the Ad Report or Category View.

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🧩 Technical & Access Issues

I invited a teammate but they haven’t received an email.

• Go to Settings → Invite Users to confirm their invitation shows as “Pending.”

• Ask them to check their spam or promotions folder.

• If still missing, click Cancel Invite and reissue it.

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Trellis is showing the wrong marketplace region.

• Go to Settings → Integrations and check which marketplace region is listed.

• If incorrect, disconnect and reconnect your Amazon account for the proper region.

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My campaign shows “Error Syncing with Amazon.”

• Go to Settings → Integrations.

• Click Reauthorize beside the affected marketplace to refresh access.

• Data should resume syncing within a few hours.

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💡 Quick Reference

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Still stuck?
Reach out to your Customer Success Manager or email support@gotrellis.com for help.