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 »
eBay & Auctions QuestionsI use the eBay Automatic Revision feature. Why was the data not updated on my listing?How can I resolve the error "The ad template body cannot contain more than 100000 characters"?Why do MPN, Brand and UPC (Product Identifier section) disappear from an eBay listing?.Where can I find a list of eligible categories for eBay Promoted Listings?eBay Posting Error: Category entered is not catalog enabledWhy can't I revise my eBay listing duration?How do I post my eBay ads to multiple sites at once?Why are not all of my posting templates available when I went update my Ads?What is the eBay Stock Photo option?If there is an error on a revision to my eBay Listing, will any of my changes revise successfully?Why aren't any of my eBay sales importing?How do I match an item using an ePID?Is there a way to export the eBay Catalog Information for my products?Is it possible to do an export of the posting templates?Where can I view the Block Bidder Setting for eBay?Can I specify countries like New Zealand as a ship to country for eBay?How do I set up Strikethrough and Minimum Advertised Pricing for eBay items?What does the warning, "The configured category value of 'XXXX' is not a valid category for eBay listings" mean?I am getting a Half.com error when listing to eBay.Is it possible to bulk modify SKU names in CA?How do I change my Handling/Dispatch Time when using eBay's Business Policies?What fees are included in Misc Fees from eBay?What should I do when I see this error; "Sorry, we are unable to complete your request due to an internal server error"?With eBay Automatic Revision, how often are listings updated?I turned off the UPI Assistant on eBay. Why am I seeing errors?
I use the eBay Automatic Revision feature. Why was the data not updated on my listing?
In order for your listing to be updated, the change you made must have been done after the Revise Listings inventory sync feature was enabled. Also, if the revision was failed by eBay then you will not see any of the listing data update. You can see any errors returned by eBay on revisions by going to Marketplaces > eBay > Open Listings, searching for the listing or SKU and then clicking on the first icon in the Status column. This will bring up a log of the revision attempts for that item.return to menu
More information on the eBay Automatic Revision feature can be found here:
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. return to menu
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.
Why do MPN, Brand and UPC (Product Identifier section) disappear from an eBay listing?.
The information configured in the Product Identifier section of your posting template is provided to eBay, but they don't always show it to buyers. They use it for their own cataloging and other elements like Google Shopping behind the scenes, but it's not exposed in the UI like a normal item specific field. If the values happen to match item specific fields and are set up for automatic matching then we'll provide those as item specifics as well and eBay will show them as an item specific, but they don't use the catalog values to generate anything for a user display.return to menu
Since eBay controls how all of that is displayed, it is best for a user to include that information in their ad template so they know it's going to be shown in their description.
Where can I find a list of eligible categories for eBay Promoted Listings?
The below link provides a list of the eligible categories for eBay promoted listings: - return to menu
eBay Posting Error: Category entered is not catalog enabled
This indicates that your ad has picked up a catalog item from the eBay catalog and is submitting that to eBay with your listing. However, the category that the ad is pointing to does not support catalog items. It may be that the category you're using no longer allows catalog items at eBay or the category has been changed to a new category that doesn't support catalog items. return to menu
The easiest solution here is to remove any catalog mapping you have and either manually search for a new one or let a new catalog item be automatically mapped based on your configured options.
Why can't I revise my eBay listing duration?
eBay does not allow a change to the duration of a listing after that listing has been live for two hours. Additionally, GTC listings are never permitted to have a change to duration. You can find these and other revision restrictions here: http://pages.ebay.com/help/sell/revising_restrictions.html.return to menu
How do I post my eBay ads to multiple sites at once?
You can find this setting in the "Additional Features"/"Selling Preferences" section depending on the Posting template you are using. The options vary depending on the location configured for your posting account. return to menu
For example, the posting templates in a US posting account would show an option to "Make my item visible on eBay UK". A UK account would give you the option to "Make my item visible on eBay US and eBay CA". Once that option is enabled with the correct value, all future listings posted by that template will appear on both sites.
Keep in mind that there is a small fee for this feature, which is outlined next to the option on the posting template.
Why are not all of my posting templates available when I went update my Ads?
The only posting templates available to you when editing an ad are those posting templates whose site (eBay Fixed Price, eBay Auction, eBay Motors Fixed Price, etc.) matches the site already assigned to an ad. So, if you are editing a fixed price ad, only posting templates associated with "eBay Fixed Price" will be available to you. return to menu
When an ad is first created, the posting template it is created with determines the site for that ad. That cannot be changed. If you need to "change" an ad from eBay Fixed Price to eBay Auction or vice versa, you will instead need to delete that ad and create a new one using an eBay Auction posting template.
What is the eBay Stock Photo option?
You can choose to use the eBay Stock photo option for the gallery image in the settings of the posting template. What this will do is take a stock photo from eBay's system for the item you are posting based on the search criteria you specify in the pre-filled item specifics for that ad. In the posting template settings, you will need to check the box for "Use Stock Photo For Gallery?" located in the "eBay Pre-filled Item Specifics (Catalog)" section. If you do not wish to use the Stock Photo option then you can leave this option unselected and use the normal gallery option with any image you wish to use.return to menu
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. return to menu
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.
Why aren't any of my eBay sales importing?
This is most commonly caused by invalid eBay credentials, either because you have changed the eBay information; revoked the CA ability to process on your behalf; or the credentials have expired after their 18 month validity cycle. In all of these cases, you will get account messages that your credentials will expire soon or have expired and need to be updated in order for us to process work on your behalf.return to menu
Account messages can be seen on the My Account > Messages > Message Center page where you can view the entire message, flag messages, or delete messages that you've already addressed.
Instructions for updating your eBay Credentials and retrieving a new token are below.
- Go to Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials.
- Click the "Modify" link under "Actions" next to the account you with to re-validate.
- Click the "Update Token" button.
- You will be redirected to eBay. Enter your User ID and Password.
- Click the "I Agree" button.
- You will then be redirected back to CA. You may need to re-enter your password.
- Click the "Save" button.
How do I match an item using an ePID?
You can use your ePID with the standard catalog lookup functionality in your posting template. While it is not necessary to manually look up an ePID to list an item in the eBay catalog, some sellers prefer to do that to ensure they have the correct item. If you choose to do that, just configure the ePID in the catalog search term item and it will work the same.return to menu
Is there a way to export the eBay Catalog Information for my products?
Go to Marketplaces > eBay > Product Mapping > eBay Catalog Mapping. return to menu
Click the "Export eBay Catalog SKU Mapping Data" link and on the next page choose the fields you require and click "Export".
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.return to menu
Where can I view the Block Bidder Setting for eBay?
The Block Bidder list was removed from our software in January 2016. Sellers can no longer manage blocked bidders from within ChannelAdvisor. Sellers can still use the Blocked Bidder functionality directly in eBay and can find documentation on doing this via the following link - http://pages.ebay.com/help/sell/manage_bidders_ov.htmlreturn to menu
Can I specify countries like New Zealand as a ship to country for eBay?
This is a limitation (and an odd quirk) on eBay's side. For some reason, there are a few regions that they do not consider to be part of the larger region group. For example, they do not consider New Zealand to be a part of the larger "Asia" group. As such, the only way to offer shipping to these locations is to offer "Worldwide" as an option. return to menu
If you do go this route and you have certain countries you don't want to ship to, you can alter either your eBay or ChannelAdvisor posting template settings to exclude them. Here's how: https://ssc.ChannelAdvisor.com/howto/using-ebay-excluded-countries-list.
How do I set up Strikethrough and Minimum Advertised Pricing for eBay items?
If you want to set up eBay Strikethrough or Minimum Advertised Pricing in your ChannelAdvisor account, you will need first contact eBay so they can add you to this program. Once eBay gives you approval, send in an email to the Support Team and we will get this added to all of your fixed price posting templates.return to menu
Once this has been enabled for you, see this page for more information on the setup process:
What does the warning, "The configured category value of 'XXXX' is not a valid category for eBay listings" mean?
From time to time, eBay will update categories unannounced. Usually these instances involve eBay's category number for the existing category. These changes are hard to see and can sometimes be the reason for an error message that is otherwise unclear. Beginning in Autumn 2015 release, the following Warning message will be generated when a category should be updated:return to menu
"The configured category value of 'XXXX' is not a valid category for eBay listings."
When this warning is seen, the eBay category needs to be updated.
For eBay Custom users, click the Ad ID and then "select a 1st category" to re-select the category and supply the updated category number.
For eBay QuickStart users, the category will be updated on the SKU using the EBAY_CATEGORY_ID attribute.
Updated category numbers can be seen via eBay's Sell Your Item form, or Support can export all current categories from an eBay site (US, UK, etc).
I am getting a Half.com error when listing to eBay.
eBay responded with the message: return to menu
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.
Is it possible to bulk modify SKU names in CA?
This cannot be done with the normal bulk upload spreadsheet. You can edit the SKU names manually within ChannelAdvisor, but to do this in bulk you will need to send Support a spreadsheet with two columns, the old SKU and the new SKU and we will get these changes added to your account.return to menu
There are also some complications when changing SKU names. You will need to remove any Amazon, NewEgg, or Sears listings before you send us the spreadsheet as changing the SKUs on active listings on these marketplaces may cause orders to fail. Once the SKU update is complete, you can relist to those marketplaces once again.
Following the same procedure for Rakuten.com will not work, as the items will still retain their old Buy.com reference ID. If you wish to change SKU numbers for items assigned to Rakuten.com, you should contact their support for assistance.
How do I change my Handling/Dispatch Time when using eBay's Business Policies?
When using eBay's Business Policies, your handling/dispatch time will be configured as part of your shipping policy in your eBay account. To edit this value, access the following location in your eBay account: return to menu
My eBay > Account > Business Policies
For more information on Business Policies, check out
What fees are included in Misc Fees from eBay?
The Misc Fees from eBay includes the options under Additional Features on the posting templates:return to menu
- Image upgrades
- Display title in Boldface
- Making listings visible in other locales
- Giving Works
What should I do when I see this error; "Sorry, we are unable to complete your request due to an internal server error"?
This error can be caused by a number of issues. One of the most common issues is with an Advanced filter. The Advanced Filter could have an issue pulling information or something may have changed to cause the filter to become invalid. return to menu
A possible solution to this issue would be to reset the advanced filters. To do this:
- Go to My Account > Account Settings > Advanced Filter.
- Click "Set Default Settings for each View".
- Scroll down to the bottom of the page and click "Save and Exit".
If this does not work please open a case with Support here; http://ssc.ChannelAdvisor.com/support/create-case
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.return to menu
I turned off the UPI Assistant on eBay. Why am I seeing errors?
You may still see this error in some disputesreturn to menu
"Error - Dispute not created "
"Cannot add dispute manually. You cannot add a dispute manually for this transaction as it is already opted for Auto File/Auto Credit."
When you turn off the UPI Assistant, any orders marked as paid before the change will still use eBay's UPI Assistant rather than our dispute process. This should correct itself in a few days as these orders are taken care of.