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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


Why is the button not showing to import eBay Categories in the settings page?
What is the difference of on-eBay sales and off-eBay sales, as it pertains to the Strikethrough pricing field on the posting template?
How can I find the Item Specifics for an eBay Category?
What is eBay Giving Works?
Export of all ads fails with timeout error
Why is my eBay order not showing as paid when PayPal reports that it is?
What are eBay's requirements for an image?
Can I manually revise an open listing?
Why am I getting Error " Requires Unique Variation Specifics and Item Specifics"?
How do we notify our eBay customers of the carrier we used to ship their item?
Can I disable Duplicate Listing Block setting to let a single duplicate through and then re-enable it to prevent others from being submitted?
Can I update the ad template in an active eBay listings?
When using eBay Automatic Revision, what happens if eBay does not allow the listing to be changed?
How do I resolve eBay orders not combining when it says "at least one of the invoices is in a status that prevents consolidation" ?
Can I exclude certain countries from eBay?
Why are my items not listing to eBay when I have FBA quantity?
Can I manually send Second Chance Offers?
How do I set up Strikethrough and Minimum Advertised Pricing for eBay items?
I have closed listings showing in the Open Listing view. How can I fix that?
Is it possible to bulk modify SKU names in CA?
What locales are supported for eBay Strike Through Pricing?
How does the sync process work between CA and eBay for Blocked Bidders?
Will a second chance offer be left for bidders who bid under the reserve price?
Does ChannelAdvisor support eBay Scheduled Listings?
How Does ChannelAdvisor handle eBay listings from another tool?

Why is the button not showing to import eBay Categories in the settings page?

The way our system is designed, stores-related settings are tied specifically to the "eBay Fixed Price" marketplace. You will need to enable "eBay Fixed Price" marketplace for your locale, even if you only sell on eBay Motors Fixed Price.

Under Marketplaces > eBay > Settings > eBay Settings view and click in the edit link beside eBay Marketplace Credentials. Then click on the Modify link under the Actions column, enable "eBay Fixed Price" and Save.

Once saved, you will then be able to import your store categories.

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What is the difference of on-eBay sales and off-eBay sales, as it pertains to the Strikethrough pricing field on the posting template?

The "Sold on eBay" and "Sold off eBay" selections in the strikethrough section of the posting templates are used for particular pricing situations in some eBay locales.

Here's some information from the eBay documentation:

*****

Sold On eBay - Used by the eBay UK and eBay Germany (DE) sites, this field indicates that the discount price (specified as Start Price) is the price for which the seller offered the same (or similar) item for sale on eBay within the previous 30 days. The discount price is always in reference to the seller's own price for the item.

If this field is set, eBay displays 'Was' in the UK and 'Ursprunglich' in Germany, next to the discounted price of the item. In the event both Sold Off eBay and Sold One Bay fields are set, Sold One Bay takes precedence.

Sold Off eBay - Used by the eBay UK and eBay Germany (DE) sites, this field indicates that the discount price (specified as Start Price) is the price for which the seller offered the same (or similar) item for sale on a web site or offline store other than eBay in the previous 30 days. The discount price is always in reference to the seller's own price for the item.

If this field is set, eBay displays 'Was*' in the UK and 'Ursprunglich*' in Germany, next to the discounted price of the item. In the event both Sold Off eBay and Sold One Bay fields are set, Sold One Bay takes precedence.

*****

These options are based on a rule that displays pricing in those countries. In the US it has no effect at this time. We would expect that for most people, Sold Off eBay would be the correct choice, but reach out to eBay's support if uncertain.

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How can I find the Item Specifics for an eBay Category?

Looking for the eBay item specifics for a specific category? There are a lot of ways to find this information:

*Option One*
You can locate the various eBay categories and their corresponding Item Specifics by using the eBay SYI form. You can access the SYI form by following the directions below.

1. Visit ebay.com.
2. In the top right corner click on Sell > Sell an Item.
3. On the next page click on the Browse Categories link.
4. On the next page, you will be able to use the category map to locate the appropriate categories. Or if you know the category number, you can enter it in the bottom right corner.
5. The next page of the listing will display the Item Specifics for this category.

*Option Two*
Our partner Frooition has this tool: http://faq.frooition.com/ebay_categories.php

*Option Three*
1. From within ChannelAdvisor go to Help > Channel Field Mappings.
2. Choose Country and eBay
3. Choose eBay UK (or eBay US, etc.) and click 'Show Categories'
4. Hold Shift down to select multiple categories
5. Click Export to Excel

*Option Four*
Contact Support and tell us what eBay top level eBay categories you want. We can download all the item specifics information for you in an spreadsheet format.

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What is eBay Giving Works?

This program is designed to assist sellers to list items on eBay to benefit nonprofit organizations. This feature can be enabled on your eBay Posting Template.

For more information on eBay Giving Works:

http://pages.ebay.com/help/sell/selling-nonprofit.html

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Export of all ads fails with timeout error

When trying to export all ads from an account, make sure that you are not sorting by the 'Title' in the Ads view. This results in a more complicated export for our system and increases the likelihood of the export timing out. Sort by another field instead and then try the export again.

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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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What are eBay's requirements for an image?

eBay sets a number of requirements on images. These include, but are not necessarily limited to:

- All listings will be required to have a picture.
- Photos must be at least 500 pixels on the longest side of the picture.
- Borders around pictures, and text added to pictures, will no longer be allowed. Watermarks for attribution purposes only will continue to be allowed.
- When listing a used item, stock photos may no longer be used as the primary item photo for the listing. A catalog image can still be used. However, it can?t be used as the primary photo representing a non-new item for sale. Books, Movies, Music, and Video Game categories will be excluded from this requirement (with the exception of Video Game Consoles which will be required to adhere to this new requirement)

For full details, check eBay's documentation for the locale in which you are selling.

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Can I manually revise an open listing?

If you want to manually revise a listing on eBay you would do the following:

1) Go to Inventory > All Products.
2) Search for the SKU you want to edit
3) Edit the Item price (Or whatever changes you want made to the SKU) and save.
4) Go to the Marketplaces > eBay > Performance > Open Listings view and search for the SKU.
5) Check the box beside the SKU
6) Click on the Revise Items button
7) You should see a message that states "Revise Listings were successfully queued. Your request to revise open listings has been queued to be processed in the next revision cycle. Click on the button below to continue."
8) Click Continue.

If you would like more information on revising open listings, please access the following link:

http://ssc.ChannelAdvisor.com/howto/revising-open-listing

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Why am I getting Error " Requires Unique Variation Specifics and Item Specifics"?

Code: 21916626
Short Message: Requires Unique Variation Specifics and Item Specifics.
Long Message: Variations Specifics and Item Specifics entered for a Multi-SKU item should be different.

The root issue here is that it's a relist of an item that was originally a variation listing. This can happen if you make changes to your items or posting template or if eBay changes something in a particular category that would cause your items to no longer qualify for variation status. You can remedy this error by doing a "Post Now" with the relist option turned off. Just follow these directions.

- Go to Marketplaces > eBay > Ads.
- Select one of the ads and click the "Post Now" button.
- On the next page, choose your desired quantity and duration.
- Choose the option "Do not allow scheduler to use relist option at marketplace". This will post the item as if it were a new listing, thus bypassing any comparison eBay might make to existing listings.
- Click the "Post Now" button.
- Once you've done this, you can delete the posting errors for that item as well as any other children of the same parent and the schedule should pick them up normally.

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How do we notify our eBay customers of the carrier we used to ship their item?

Even if your eBay listings include generic shipping options like "Standard Shipping", when you ship the item you can assign a specific carrier (UPS, USPS, FedEx, or custom carrier options). The carrier and class that you use when updating the order as shipped in ChannelAdvisor will be submitted to eBay with the shipping notification, updating the buyer's order.

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Can I disable Duplicate Listing Block setting to let a single duplicate through and then re-enable it to prevent others from being submitted?

Yes. The block is only active while the setting is enabled, so postings submitted while the setting is disabled are not compared to the open listings to see if they might be a duplicate.

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

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

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Can I update the ad template in an active eBay listings?

Yes, with the automatic revision process for eBay, the ad template information will also be included with the revision.
So any changes to the ad template will be pushed to eBay with this feature enabled.

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When using eBay Automatic Revision, what happens if eBay does not allow the listing to be changed?

If eBay rejects the revision of the open listing, it will remain open with the previous data. Rejections can happen because

- the item is not allowed to be changed due to eBay restrictions outlined here: http://pages.ebay.com/help/sell/revising_restrictions.html
- the price is not allowed (such as being too low for a listing type)
- the open listing is missing information now required by eBay on all new listings (such as the Condition field).

At this time, if your revision fails due to something not price-related, we will attempt another revision with only price and quantity information. This will ensure that your price and quantities are always updated.

For those parts of the revision that failed, you will either need to wait for the listing to end and repost as new or go ahead and withdraw and repost the listing. To see if your open listings are encountering revision errors, these can be found in the Listing Errors view with a Status of "Listed" and a Severity of "Error."

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How do I resolve eBay orders not combining when it says "at least one of the invoices is in a status that prevents consolidation" ?

Go to the All Sales view, pull up the invoice(s) and check the status using the Sales Status Log (green $ icon). Most of the time, the orders did not consolidate because one of the orders was manually updated or cancelled by a user before all orders were imported and eligible to combine. To verify, check out the order's Sales Status Log for any update not made by "ChannelAdvisor Automated Systems."

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Can I exclude certain countries from eBay?

Yes, you can exclude countries from all your eBay listings across your entire account or you can exclude countries from just specific listings.

In order to exclude countries, this setting must be enabled within your eBay account: "Block buyers in locations to which I don't ship Buyer Requirement". To enable the option, log in to your eBay account and go to My eBay > Account > Site Preferences > Selling Preferences > Buyer Requirements. You'll also want to make sure that you select this: "Apply above settings to active and future listings."

If you plan on blocking the same countries for all of your products, use the exclusion list in eBay. Log in to your eBay account and navigate to your My eBay > Account > Site Preferences > Selling Preferences > Shipping Preferences. Select the Exclude shipping locations from your listings option to configure your exclusion list. This will automatically be applied to all future listings, regardless of whether you exclude countries on your posting template.

If you want to exclude different countries from different listings, please set up the 'Excluded Region List' directly on your posting template in ChannelAdvisor and save your posting template. All the listings assigned to that posting template will then exclude the countries from that list.

For a comprehensive overview, please see this SSC article: https://ssc.ChannelAdvisor.com/howto/using-ebay-excluded-countries-list

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Why are my items not listing to eBay when I have FBA quantity?

You may not be set up to post FBA items to eBay. You can see this by going to Inventory > Settings > Distribution Centers and clicking "DC to Site Mappings".
You will need to enable the appropriate marketplaces to be eligible fulfillment from the FBA quantity.

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Can I manually send Second Chance Offers?

You can send Second Chance Offers (SCOs) for your listings manually using the Marketplaces > eBay > Performance > Closed Listings view. To do this, go to your Marketplaces > eBay > Performance > Closed Listings view and select the auction you wish to send an offer for, then click the "2nd Chance Offer" button in the toolbar at the top of the page. You can then enter a threshold price and any bidder for that item who bid over that threshold price will receive a Second Chance Offer as long as quantity is available and the bidder has not opted out of receiving second chance offers.

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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.

Once this has been enabled for you, see this page for more information on the setup process:

https://ssc.ChannelAdvisor.com/howto/strikethrough-pricing-minimum-advertised-price-ebay

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I have closed listings showing in the Open Listing view. How can I fix that?

If you have a closed listing showing in the Open Listings view and you are unable to withdraw them, you will need to open a support case and we can manually move them to Closed Listings.

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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.

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.

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What locales are supported for eBay Strike Through Pricing?

This is currently only supported on eBay US, AU, CA, UK, and DE.

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How does the sync process work between CA and eBay for Blocked Bidders?

When you block bidders via CA Complete or your eBay account, it will automatically sync into the other system.

Note that currently you can only sync up to 5,000 buyer IDs.

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Will a second chance offer be left for bidders who bid under the reserve price?

Second chance offers will be left for any under bidders whose bid was above the threshold price you indicate in the Sales > Settings view. This can includes bids that were above the threshold but below the reserve price. If you do not want second chance offers left for these bidders, then you will want to set your second chance offer threshold price greater than or equal to your reserve price.

You can review and change your Second Chance Offer settings in ChannelAdvisor under Sales > Settings. Scroll to the "Second Chance Offer Settings" section and select the price that you want to use as the lower threshold from the drop-down menu.

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Does ChannelAdvisor support eBay Scheduled Listings?

The eBay Scheduled Listings functionality is available. While not relevant to most users, it can be useful for Daily Deal promotion listings. If you would like to use this functionality, please contact your Account Manager or the Customer Support team.

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How Does ChannelAdvisor handle eBay listings from another tool?

In short, ChannelAdvisor Complete cannot invoice orders that were listed outside of CA.
We will only invoice sales for items listed by our system. If the buyer buys an item listed by our system as well as another of your items for the same eBay account that was not listed by our system then the sale data will be imported for the item listed by us but you will likely get an alert in our system that we could not create the order as found on eBay because not all of the items are in our system.

Note that in some cases eBay splits up multiple purchases from one buyer into separate orders/invoices, mainly if the shippng methods are not the same between the 2+ sales. In such cases we would import the one sale listed by us and there would be no alert in our system for the other sale of the item not listed by our system.

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