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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

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eBay & Auctions Questions


Can I merge paid/unpaid eBay invoices?
Why is my SKU showing as open on all platforms but not in the All Products view?
Can I make bulk updates to my eBay posting templates?
Why am I getting an eBay error code 21916587 - Missing name in name-value list?
Is there a way to un-map eBay catalog information in bulk?
Can I submit a single fixed price listing from each of multiple eBay accounts configured in a single posting account while the Duplicate Listing Block setting is enabled?
With eBay Automatic Revision, how often are listings updated?
How do you remove eBay credentials from a posting account?
Why is my strike through pricing is not appearing in the eBay Store?
What are the limits on child items in a variation listing?
Does ChannelAdvisor automatically withdraw eBay UPI Disputes?
Would I be able to set up Sales Maximizer for eBay in ChannelAdvisor?
I need to send my SKU number to eBay, how can this be done?
I am getting a Half.com error when listing to eBay.
Does ChannelAdvisor support the eBay "Good 'til Canceled" feature?
How do you lock image width when you have multiple image widths and would like to use the image chooser?
Does ChannelAdvisor Marketplaces support the "Get It Fast" eBay feature?
Can I close an open eBay item early and still sell it to the highest bidder?
What information will take precedence upon posting?
Where can I manage my blocked bidders?
Do you support testing on the eBay Sandbox
Is it possible to change a posting template from a fixed price format to auction format (or vice versa)?
How do I revise my Item title on eBay?
Can I block the duplicate fixed price listings with the eBay Duplicate Listing Block but allow duplicate auction listings to be submitted?
What does the error "adid is required" for an ad upload mean?

Can I merge paid/unpaid eBay invoices?

When an invoice is marked as paid, it can not be merged with another invoice paid, or unpaid. The error received is:

"The invoices you selected were not merged, because 1 or more of the checkouts do not exist or are opened"

It is also not recommended to merge any unpaid eBay orders. eBay's checkout will combine multiple orders by the same buyer if that buyer chooses to pay for them together. Combining them in CA before eBay does so will interrupt the order update process between eBay and CA, which can lead to errors in your Message Center and payment information not properly updating in the All Sales view.

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Why is my SKU showing as open on all platforms but not in the All Products view?

If your SKU is showing as live on all platforms but not is not showing any open in your All Products view, the reason is that you have chosen to not allocate the quantity. For eBay, this would be determined by the "No, do not allocate quantity until a buyer purchases the item" setting on your schedules. For other marketplaces like Amazon, this would be controlled by the setting "No, do not allocate quantity for all products" in the Allocation of Quantity to Send section of that marketplace's settings page.

When you choose to not allocate, quantity is maintained in the Available column and is never moved to Open. This allows more flexibility when posting to multiple marketplaces and across multiple accounts. For more information on quanitty allocation, please see:

- https://ssc.ChannelAdvisor.com/howto/quantity-allocation
- https://ssc.ChannelAdvisor.com/howto/managing-quantity-ebay-listings

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Can I make bulk updates to my eBay posting templates?

Yes, this can be done by a member of support.

In order for us to do this, you must change one posting template as an example, and then open a support case stating what changes you would like applied to all templates giving the changed template as an example.

Please note, that if you have automatic revisions enabled, then all your live eBay items will be updated with changes. Depending on how many items you have live, these changes can take up to 24 hours to process.

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Why am I getting an eBay error code 21916587 - Missing name in name-value list?

The error you are receiving is as follows:

"eBay responded with the message:
Code: 21916587
Short Message: Missing name in name-value list.
Long Message: Missing name in the variation specifics or variation specifics set."

This error can occur when there is a variation value missing in your setup. If you have configured an attribute named "Color" for 4 SKUs but had not input a Color value for one of those SKUs, this error would occur. Editing the data and inputting the missing value resolves this issue.

This error can also indicate that there is a mismatch with the information that is currently on eBay versus what we're trying to send to revise your live listing. In order to resolve this you will need to withdraw the listing and repost the ad with the 'Marketplace Relist' option disabled using the "Post Now" button found in the Ads view.

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Is there a way to un-map eBay catalog information in bulk?

There is currently no way to do this in bulk.

You can, however, change the catalog mapping to something different. If you would like to change the catalog mapping, click on the link for the Ad ID to edit it , then click the "Catalog Item Information" tab within each ad. Information on this can be found on our Strategy and Support Center here:

https://ssc.ChannelAdvisor.com/howto/working-ebay-item-specifics#ads

It's important to note that catalog mapping is made at the SKU level, so there are occasions (moving from the Motors catalog to manual fitment) where unmapping at the ad level will not work. In that case, opening a Support ticket is necessary.

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Can I submit a single fixed price listing from each of multiple eBay accounts configured in a single posting account while the Duplicate Listing Block setting is enabled?

No. That is a violation of the eBay Duplicate Listing Policy and the duplicate listings will be blocked. If you would like to submit duplicates in that method you will want to disable the setting.

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

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

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With eBay Automatic Revision, how often are listings updated?

Automatic revisions are not immediate, but should apply within a few hours. Accounts with a large number of open listings that make a large number of changes may take up to 24 hours to complete all updates at eBay, but most accounts should be able to finish within three hours. If you have made a change more than 24 hours ago and do not see it on the item and there is no error reported in the revise history information for the listing in Open Listings, please contact ChannelAdvisor Support so the situation can be investigated.

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How do you remove eBay credentials from a posting account?

- Go to Marketplaces>eBay>Settings>eBay Settings.
- Click 'Modify' under the 'Actions' column.
- Un-check all the marketplaces (eBay Auction US, eBay Fixed Price US, etc...) shown.
- Click 'Save'.

Note that this will delete any posting templates and ads in CA associated with that particular eBay user ID.

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Why is my strike through pricing is not appearing in the eBay Store?

Pricing fields appear differently in the eBay Store depending on how you have your posting template configured.

- If a value is configured for the Minimum Advertised Price field, the items won't show up with strike through pricing in the eBay Store.
- If a value is configured for the Strikethrough price field, the items will show up with strike through pricing in the eBay Store.

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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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Does ChannelAdvisor automatically withdraw eBay UPI Disputes?

ChannelAdvisor does not automatically withdraw eBay disputes once the customer submits payment. You will have to manually withdraw the dispute.

- Go to Sales > Orders/Transactions > eBay Unpaid Items.
- Click the Dispute Details icon for the order in question. This should open the Dispute Details page of the order.
- Click the "Withdraw Dispute" link and save your changes when you are done.

For more on eBay disputes, please see http://ssc.ChannelAdvisor.com/howto/ebay-unpaid-items.

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Would I be able to set up Sales Maximizer for eBay in ChannelAdvisor?

You can use the Sales Maximizer in conjunction with items posted from ChannelAdvisor. However, there is currently no direct integration through ChannelAdvisor for this feature. No changes are needed to the way you post items from ChannelAdvisor. All Sales Maximizer related information such as bundle relationships and order level discount information must be configured directly at eBay. All orders will be imported as usual, but with the discounted rates.

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I need to send my SKU number to eBay, how can this be done?

This is automatically done based on your inventory SKU and can be seen on eBay in the "Custom Label" field. For variation listings, you will see each child's "Custom Label" field in a "SKU||Ad ID" format. So, for child SKU ABC and Ad ID 123, the Custom Label would appear as:

ABC||123

The purpose for our use of the Custom Label field is so that we are properly able to maintain your listings and import your eBay orders. You should not overwrite the system generated Custom Label as this can lead to revision issues as well as an inability to import your orders.

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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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Does ChannelAdvisor support the eBay "Good 'til Canceled" feature?

Yes, we do support the "Good 'til canceled" (GTC) duration on eBay Fixed Price listings. You will find this option on your eBay Schedules under Marketplaces > eBay > Schedules.

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How do you lock image width when you have multiple image widths and would like to use the image chooser?

Edit the width width:300px to your favorite size and the code below will resize the main image produced by the image chooser for up to ten images. Add the code to the html source for the ad template and preview a sku ad to confirm:

<style> #ICImage1, #ICImage2, #ICImage3, #ICImage4, #ICImage5, #ICImage6, #ICImage7, #ICImage8, #ICImage9, #ICImage10 {width:300px;}
</style>

When the image chooser puts the image in, it inserts an id. Essentially this code is styling each id.

In this particular example, the only dimension that is being constrained is the width, so all browsers will render the height variably to maintain the aspect ratio and not squish the image.

Please note that this code is asking you to make the size a set width or height.which may be a problem if you have any images that are really small. It could potentially stretch them if they are too much under the width or height constraint. Please also note, that images will be proportioned based on whichever constraint you use width or height in the code.

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Does ChannelAdvisor Marketplaces support the "Get It Fast" eBay feature?

Yes, ChannelAdvisor Marketplaces does support the eBay "Get It Fast" feature. The eBay Get It Fast feature allows sellers to indicate on their listings that they will generally fulfill an order within 24 hours upon receipt of the payment. You can find more information on this feature at http://pages.ebay.com/getitfast/.

To use this option, just check the box for it in the shipping costs section of the site details page in your posting templates.

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Can I close an open eBay item early and still sell it to the highest bidder?

When you close a sale early on eBay that has bids they give you the option of selling the item to the highest bidder anyway. You cannot currently do this when you close an item early through CA. If you close the item early directly on eBay and sell it to the current high bidder, we will pick up the sale and invoice it normally in your account.

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What information will take precedence upon posting?

Generally speaking, the hierarchy is:

- Ad
- Posting Template
- Account-level settings

For Item Specifics, the system will first attempt to use enabled account-level settings like Automatic Matching (https://ssc.ChannelAdvisor.com/howto/using-automatic-matching-ebay-item-specifics) and attempt to pull your values from the SKU level. However, if you have any item specifics configured on your posting templates, Automatic Matching will be disabled. You cannot use Automatic Matching in combination with template tags on your category-specific posting templates. Finally, any item specific information configured at the Ad level will override any template tags configured on your posting template AND your Automatic Matching setting.

One account-level setting unaffected by this hierarchy is "Enable Automatic Item Specifics creation for variations that are defined in inventory but are not in the default item specifics list from eBay" (https://ssc.ChannelAdvisor.com/howto/using-automatic-item-specifics-creation-ebay-variation-listings). This setting can be used in conjunction with Automatic Matching, template tags configured on your posting templates and Ad-level values.

Additionally, eBay Category and Store Category information configured at the ad level will override the values configured on your posting templates.

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Where can I manage my blocked bidders?

You can manage your "High Risk"/"Blocked" bidder list by going to your Sales > Customers > Bidder Watch view.

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Do you support testing on the eBay Sandbox

No we do not. The eBay sandbox is neither reliable nor comprehensive, with several features that don't work or work differently from the live site and require specialized knowledge to be successful in any form of testing. It is not a mirror image of the live eBay site, and as such is not completely valid for any form of system validation. Even with the elements that we use for our own development, frequently we have to do re-validation of that information against the live eBay site to make sure that things are working properly before opening it up to everyone.

If you wish to create listings for testing, you can do so through their live site. The official eBay policy about test listings is here:

http://pages.ebay.com/help/policies/listing-no-item.html

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Is it possible to change a posting template from a fixed price format to auction format (or vice versa)?

No, many different settings on the posting template can be edited, but you cannot change the posting format (or site name) of a template from Fixed Price to Auction format or from Auction format to Fixed Price. You will need to create a new posting template with the desired format instead.

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How do I revise my Item title on eBay?

To revise your listing's title, all you need to do is update the title in ChannelAdvisor. For variation listings, you would need to update your Parent SKU's title. Once this is done, as long as you have the Revise Listings sync enabled under Marketplaces > eBay > eBay Settings > Listings, we will attempt to update your listing automatically.

However, there are restrictions around when eBay will allow you to change your listing's title. You can revise a title on eBay live listing only if:

- no sales or bids have been made
- the item has more than 12 hours left before closing

If your listing does not meet those requirements, eBay will not allow the title to be revised per their restrictions here: http://pages.ebay.com/help/sell/revising_restrictions.html. The only way to change the item title in this case is to withdraw the live listing and list the item again.

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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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What does the error "adid is required" for an ad upload mean?

This error occurs when you are creating an Ad Upload file (http://ssc.ChannelAdvisor.com/howto/bulk-ad-upload-field-reference) but you have not included the "Ad ID" column. This column is required if you are updating or creating ads. If you are only creating new ads, input a "0" for each sku. This will tell the system that you are creating a new ad for the SKU.

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