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Frequently Asked Questions

Our support team has provided answers to some of the most frequently asked questions below. If you are having a problem, you can navigate to solutions on a specific topic below or search all the solutions. To search all the solutions use the Search box in the upper right of the page

ChannelAdvisor Complete » Marketplaces » eBay & Auctions »



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eBay & Auctions Questions


Does blocking an item withdraw the associated eBay listing?
What does the Mobile Description field on my Posting Template do?
Can I upload a bulk ad file via FTP?
Will quantity be restocked after an Open Listing record is force closed?
What are the different eBay Powerseller levels?
Can you use Click & Collect with a listing that has a Best Offer Option?
Does ChannelAdvisor support eBay Markdown Manager?
How to identify orders consolidated by the Order Consolidation Setting for eBay
eBay Error: Portions of this listing cannot be revised if the item has bid or active Best Offers or is ending in 12 hours.
Why is my eBay order not showing as paid when PayPal reports that it is?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
How do I get the zoom feature to work for my eBay images?
Is it possible to do an export of the posting templates?
If there is an error on a revision to my eBay Listing, will any of my changes revise successfully?
How can I resolve the error "The ad template body cannot contain more than 100000 characters"?
What is the maximum number of eBay accounts per ChannelAdvisor account.
Within eBay category selection tool, what does the numbers in the parentheses of a category option mean?
What are the limits on child items in a variation listing?
Can I block the duplicate fixed price listings with the eBay Duplicate Listing Block but allow duplicate auction listings to be submitted?
I am getting a Half.com error when listing to eBay.
eBay Error: Maximum Call Limit Exceeded
What is the difference between {{MARKETPLACEUSER}} & {{SELLERUSERNAME}} invoice tags for eBay orders?
Is there a character limit for eBay Item Specifics?
How do we handle Variation Images?
Why are my custom eBay Store categories not showing up correctly on eBay?

Does blocking an item withdraw the associated eBay listing?

This depends on whether you are using eBay QuickStart or eBay Custom.

*****For eBay QuickStart users*****

Blocking a SKU will withdraw a listing from eBay. Additionally, you may remove listings via label removal. Similar to other Marketplaces, labels tie eBay QuickStart SKUs to eBay. By removing the label, you break the tie to eBay, thus removing the listing.

*****For eBay Custom users*****

Blocking a SKU will only prevent your eBay ads from posting again; it will NOT withdraw your open listings. To end your listings, you will also need to withdraw the listings. This can be done from one of the following views using the "Withdraw Listings" button:

- Marketplaces > eBay > Open Listings
- Marketplaces > eBay > Ads
- Inventory > Products > All Products

Note that if using "Withdraw Listings" from the Inventory > Products > All Products view, this will also automatically block your SKU as well.

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What does the Mobile Description field on my Posting Template do?

This field, found under Item Information, is used to display a description of your product to buyers who are viewing your listing via their mobile phone. It is important to note that this description is limited to 800 characters and only allows for very minor HTML formatting options.

Additional information on this feature can be found at these links:

http://pages.ebay.com/sell/itemdescription/customizeyoursummary.html

http://pages.ebay.com/sellerinformation/news/sprupd16/view-item.html

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Can I upload a bulk ad file via FTP?

Yes, bulk ad uploads can be uploaded via FTP. Please place the file in the 'Ads' folder in the FTP directory.

More can be found on this file type here: http://ssc.ChannelAdvisor.com/howto/bulk-ad-upload-field-reference#

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Will quantity be restocked after an Open Listing record is force closed?

Yes. When an Open Listing record is force closed the remaining quantity available from that listing will be restocked back to the SKU.

A record will also be created in Closed Listings.

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What are the different eBay Powerseller levels?

There are five Powerseller levels based on annual sales/number of transactions:

- Bronze: $3,000 or 100 transactions
- Silver: $36,000 or 36,00 transactions
- Gold: $120,000 or 12,000 transactions
- Platinum: $300,000 or 30,000 transactions
- Titanium: $1,800,000 or 180,000 transactions

eBay has specific criteria for becoming and maintaining a Powerseller status. A useful overview of the Powerseller program may be found here:

http://pages.ebay.com/services/buyandsell/powerseller/criteria.html

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Can you use Click & Collect with a listing that has a Best Offer Option?

Click & Collect will not be added to listings that have a Best Offer option or are auction format. Best offer is set on the posting template level. See attached link for some additional information - http://sellercentre.ebay.co.uk/click-and-collect

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Does ChannelAdvisor support eBay Markdown Manager?

There is currently no way to use eBay's Markdown Manager directly through ChannelAdvisor. However, this does not prevent you from taking advantage of this feature. All you need to do is follow eBay's instructions for setup, found here: http://pages.ebay.com/stores/markdown-manager/tutorial/index.html.

No changes are required on the ChannelAdvisor side, but here are some important things to keep in mind:
- When a purchase is made, ChannelAdvisor will import the sale information using the actual price paid by the buyer.
- The price shown in the Open Listings view will not reflect any changes made by the Markdown Manager. It will be the price sent by ChannelAdvisor.
- Any revision to the listing will remove the item from a sale. To keep the automatic revision system from updating your listings and ending your sales, you may want to consider using the exclusion label for your Markdown Manager items. This is covered here: http://ssc.ChannelAdvisor.com/howto/revising-open-listing.

For more information, including alternatives to Markdown Manager, please see: http://ssc.ChannelAdvisor.com/howto/implementing-markdown-manager-ebay-listings

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How to identify orders consolidated by the Order Consolidation Setting for eBay

Orders that have been affected by the Order Consolidation Setting automatically have an "OrderConsolidated" tag applied to them. The following steps can be used in our new Orders page to identify all orders that have this tag.

1. Go to Sales>Orders/Transactions>Orders
2. Make sure you're on the new interface for this page. You can confirm this by looking for a link at the top-right saying "View old version of this page". If you're using the old interface, the link on the right side will say "Switch to new page".
3. Click the "Columns" button, then add the "Private Notes" field to the selected columns.
4. Add "Order Tag" as a search field, and filter for tags that contain the text "OrderConsolidated".
5. This will return a list of consolidated orders. The Private Notes column shows the date and a list of invoices that were consolidated into each order.

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eBay Error: Portions of this listing cannot be revised if the item has bid or active Best Offers or is ending in 12 hours.

This error can be returned if a revision attempt is made and your eBay seller account has active best offers that haven't been responded to. To resolve the issue, please respond to the best offers. Please note, the best offers submitted are not available in ChannelAdvisor. If you wish to review each offer, you will have to do so in the eBay interface. You can find out more about eBay best offers here: https://ssc.ChannelAdvisor.com/howto/best-offer-automation

This error will also be reported if the listing was originally posted with the Best Offer option enabled, and since then, the Best Offer option has been disabled in the ChannelAdvisor Posting Template. You will need to re-enable this feature if this is the case. Please follow these steps to re-enable this feature:

1) Go to Marketplaces > eBay > Product Mapping > Posting Template and select the template the listing is assigned to. For eBay QuickStart users, you will just select your feed template.

2) Select the "Selling Preferences" tab

3) Select the "Listing Accepts Best Offers" field and enter the value of "on"

This re-enables the Best Offer option for SKUs assigned to this template. Remember to delete the listing error after you have resolved the issue.

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Why is my eBay order not showing as paid when PayPal reports that it is?

If you find an order whose payment has not updated in ChannelAdvisor, but PayPal shows that the payment has cleared successfully, please check the status of the order in your eBay account. With eBay orders, ChannelAdvisor doesn't receive any order information directly from PayPal. The order you see in your All Sales view is simply mirrored from eBay's system.

If you find that the order in eBay's system is also not updated with the proper payment information, please contact eBay's support team to determine why there is a mismatch between eBay and PayPal. Once the order at eBay is updated to complete, you should see the order in ChannelAdvisor update as well.

If you find that the order in eBay's system is updated with the proper payment information, please submit a support case to determine why ChannelAdvisor is not reflecting that payment.

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When will payment and shipping information from eBay be added to my order in ChannelAdvisor?

Once a buyer has completed eBay's checkout process, the information they have entered is stored at eBay and is ready for import into your ChannelAdvisor account. We check several times an hour for buyer checkout information and will import the new data as soon as it is detected. Generally you should see all information imported within a hour, often faster.

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How do I get the zoom feature to work for my eBay images?

The zoom feature on the eBay images shown at the top of the listing is part of picture pack which is free and included when posting to eBay.

eBay recommends at least 1600 pixels on the longest side in order for the zoom to function properly. If the zoom feature is not working in a particular listing, check the size of the images and make sure they meet the size requirements.

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Is it possible to do an export of the posting templates?

This feature is not available at this time. If you would like to see it added, please submit your request to our product managers by clicking the "Feedback" link in the top right corner of the platform.

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If there is an error on a revision to my eBay Listing, will any of my changes revise successfully?

The way that the revision process works is that all changes for a listing are grouped together in a batch. This batch is then sent to eBay and applied to the listing, basically rebuilding it. If any of the changes in that batch are rejected by eBay then the entire batch fails. When this occurs, we will then send another revision with just price and quantity so that information remains current.

One exception to this rule is that if eBay rejects the request because the title may not change, then the request is resubmitted with ALL of your changes except the new title.

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How can I resolve the error "The ad template body cannot contain more than 100000 characters"?

This is a system limit and there is no way to change this currently. However there are a couple of things you can do to get under the limit. The first is that blank spaces do count towards the limit, so the easiest thing is to just go through the code and remove any large blank spaces until you are under the limit.

The other option is to take advantage of template tags. If you have parts of your templates that will not ever change you can enter the code for that into a global template tag in Marketplaces > eBay > Settings > Template Tags page and then just mark that it contains HTML. Then just replace the code in your ad template with this one tag and it will dynamically pull in the code from the tag when it compiles the template.

Either of these options or a combination will help you to get under the character limit.

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What is the maximum number of eBay accounts per ChannelAdvisor account.

In a single ChannelAdvisor posting account you can have up to 6 eBay accounts running at any single time. These are configured under Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials.

If you sell using more than 6 eBay accounts, you will need to request an additional ChannelAdvisor posting account. Please follow this link to request for more posting account. http://ssc.ChannelAdvisor.com/support/common-requests/request-new-posting-account

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Within eBay category selection tool, what does the numbers in the parentheses of a category option mean?

When using the eBay category selection tool on ad or posting template, what is the meaning of the numbers in the parentheses of a category option?

For example, you select the following eBay category string:

Clothing, Shoes & Accessories >> Men's Shows >> Boots (1)

What is the meaning of the (1)?

This means that particular eBay category option supports variation listings.

At the bottom of the eBay category selection tool, you will see the "Individual Category Information" section that states the meaning of each number:

1. Supports Variation Listings
2. Supports Fitment Listings if using manual fitment, the maximum number of fitments is in []
3. Is a Value Category can only be listed in one category and must use catalog if available
4. Supports catalog listings
5. Requires catalog listings

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What are the limits on child items in a variation listing?

eBay has set limits of 5 dimensions, 60 options per dimension, and a total limit of 250 child variations per eBay listing. A dimension is an attribute such as size, color, width, etc. and within each dimension, you can have up to 60 values (i.e. 60 colors).

For example, if you're selling shoes, you could have have up to 5 different variation dimensions such as Color, Size, Width, Material, and Style. But, since you can only have 250 TOTAL children, you couldn't have 60 values in each of the five dropdowns as that would take you over the limit. If you have more than the allowable limits then you will need to adjust your inventory accordingly.

For more information, please see:

- http://ssc.ChannelAdvisor.com/howto/using-variation-listings-ebay
- http://pages.ebay.com/help/sell/listing-variations.html

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Can I block the duplicate fixed price listings with the eBay Duplicate Listing Block but allow duplicate auction listings to be submitted?

No. The eBay Duplicate Listing Block applies equally to all eBay listings and formats. If you would like to submit and manage duplicate listings you will need to disable this option and manage them on your own.

More information on the duplicate listing block can be found here:

https://ssc.ChannelAdvisor.com/howto/avoiding-duplicate-listings-ebay

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I am getting a Half.com error when listing to eBay.

eBay responded with the message:
Code: 17
Short Message: Item cannot be accessed.
Long Message: This item cannot be accessed because the listing has been deleted, is a Half.com listing, or you are not the seller.

This error indicates that eBay has removed the original listing and they are not allowing us to use it as the source for a relist to carry over your sales history. You will have to submit your new listing as a new item rather than using the Relist feature.

In order to get it live without trying to relist against the old value that is not allowed, you can choose the "Do not use relist" option on the Post Now operation so that your new corrected listing can go live.

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eBay Error: Maximum Call Limit Exceeded

This posting error is returned from eBay when too many requests for your account are sent in a particular period of time. This can happen if you are posting or revising a large number of items at once (or both). This is usually a temporary issue and you should be able to delete these errors. Once the errors have been deleted, your items will post with the assigned schedules next posting window or you could do a "Post Now" (If your account is an eBay custom account).

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What is the difference between {{MARKETPLACEUSER}} & {{SELLERUSERNAME}} invoice tags for eBay orders?

The invoice template tag 'Marketplace Seller Username' ({{SELLERUSERNAME}}) can be used to display the eBay username on an invoice. This can be used to distinguish between multiple eBay usernames/eBay stores from the same posting account.

The invoice template tag 'Marketplaces User ID' ({{MARKETPLACEUSER}}) is used to display the buyer's ID who made the purchase.

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Is there a character limit for eBay Item Specifics?

Yes. eBay Item Specific values cannot exceed 50 characters. If they do, your value will be truncated.

Also, when creating custom Item Specifics through ChannelAdvisor, the Item Specific name (i.e. Color, Size, etc.) cannot exceed 40 characters in length.

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How do we handle Variation Images?

eBay has limited the number of images that can be submitted for variations and allows different images on one of the variation options. By default, we will submit the one image for each separate value for the variation of Color or Shade if that Item Specific is included on your listing. An additional image will be submitted as the main product image and come from the Parent SKU specified in the first Picture URL. For example, if you submitted an item with black, grey, and green options, there would be three images submitted -- one for black, one for grey, and one for green. This image is used for all of the children that represent that value, so a Large Green item would have the same image as a Small Green item.

When a buyer selects a child product from the dropdown list from the listing on eBay, the images automatically update to associate with the color they have selected.

If you are not passing the attribute of Color or Shade then we will pass the Parent SKU image specified in the Picture URL field noted on the Posting Template.

If there is no image configured on the Parent SKU, then a random image in that image placement on the inventory item will be used as your Gallery image.

You may submit multiple images for each of these options using the eBay Picture Services features. If you have multiple images configured for your items and configured on the posting template to be submitted to eBay then all of the images will be submitted for each of the children as well as for the parent item. These images will all be available for the buyer at the top of the eBay listing. For more information, see the Using eBay Picture Services with ChannelAdvisor Listings page.

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Why are my custom eBay Store categories not showing up correctly on eBay?

If your custom Store Categories for eBay are not displaying correctly on eBay, then it usually means that your eBay store settings are set up to display the eBay categories instead of your custom store categories. You can change this within your eBay account.

This can be done by going to your My eBay page and then go to:

Manage My Store>See More (Under store recommendations)>Then click the "change" link next to the "Use eBay categories to automatically categorize and display listings in your Storefront." option. Finally, select Store categories instead of eBay categories.

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