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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


What does the error "Unrecognized field name: Ad ID,SKU,Ad Title,Ad Template,Posting Template,Ad Schedule,Category1,Category2,eBayStoreCategory1,eBayStoreCategory2" mean?
Within eBay category selection tool, what does the numbers in the parentheses of a category option mean?
I am changing my eBay user name. What should I do?
What is the eBay Stock Photo option?
Will my sales history be carried over to my next eBay listing?
Why aren't any of my eBay sales importing?
What is the maximum number of eBay accounts per ChannelAdvisor account.
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
With the eBay Duplicate Listing Block enabled, can I have both an auction and a fixed price listing?
Is it possible to do an export of the posting templates?
Can I have just a subset of my items automatically update using eBay Automatic Revision?
How can I resolve the error "The ad template body cannot contain more than 100000 characters"?
How do I revise my eBay gallery image?
Where can I find a list of all eBay category numbers?
Why are my custom eBay Store categories not showing up correctly on eBay?
How can I limit how many Second Chance Offers Marketplaces sends out?
Can I upload a bulk ad file via FTP?
How long can I process a refund for with PayPal after payment has been made with a eBay order?
If you submit any eBay Store Categories they must pre-exist in the system / eBay Store Category could not be found
Can I set my eBay listings to same day handling?
How do I remove a strike on a buyer from a FVF credit that has been filed?
Why am I getting an eBay error saying "Input data is invalid"?
Do eBay variation listings pull their information from the parent SKU?
Can I submit multiple auction listings with the eBay Duplicate Listing Block enabled?
How do I get German special characters to show on my eBay listing and titles?

What does the error "Unrecognized field name: Ad ID,SKU,Ad Title,Ad Template,Posting Template,Ad Schedule,Category1,Category2,eBayStoreCategory1,eBayStoreCategory2" mean?

This indicates a problem with the system interpreting your Ad Upload. It likely points to an issue with either the type of file you're uploading or the type of upload you're doing.

1. Ensure that you're uploading a tab-delimited file. Currently this is the only format we support for Ad Uploads.

2. Ensure that you're uploding the file from Marketplaces > eBay > Ads. You cannot upload an Ad Upload to Inventory > Products > Upload a File.

For more on Ad Uploads, see http://ssc.ChannelAdvisor.com/howto/bulk-ad-upload-field-reference.

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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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I am changing my eBay user name. What should I do?

If an eBay account has simply had its name changed, no action is needed as all of the information on the back end is still the same. We will automatically update this in our system the next time the eBay token is updated or renewed. If you wish to update the token immediately::

- Go to Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials.
- Click the "Modify" link under "Actions".
- Beside "Token:", click the "here" link to update your token.
- 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.

Only if you are switching to a brand new account should you use the "Add New" option on the eBay Credentials page.

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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.

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Will my sales history be carried over to my next eBay listing?

For Fixed Price listings, sales history will be carried over from one listing to the next based on the following:

- If the new item is a multi quantity listing
- If the previous item was a multi quantity listing
- If the previous item had one or more sales (Last 14 days for a scheduled ad and last 60 days for a 'Post Now')
- If the previous item closed in last 7 days
- If the new item and previous item are using the same ad ID
- If the new ad has the same condition and category as the previous ad

You can find more about sales history and eBay's Best Match algorithm here:

- https://ssc.ChannelAdvisor.com/howto/relisting-items-ebay
- https://ssc.ChannelAdvisor.com/howto/optimizing-ebay-best-match-results

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Why aren't any of my eBay sales importing?

The most common case of this happening is when your eBay credentials are no longer valid 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.

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.

You can update your eBay credentials by going to the Marketplaces > eBay > Settings > eBay Settings page and clicking the "Edit" link next to the "eBay Marketplace Credentials" header. From there, click "Modify" and re-enter your password and Save your changes.

Then use the "Verify Token" button to confirm your token is still valid. If your token fails, use the "click here" link next to "Token" and update your eBay token.

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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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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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With the eBay Duplicate Listing Block enabled, can I have both an auction and a fixed price listing?

Yes, one listing of each listing type is allowed to post when you have this setting enabled. However, eBay's duplicate listing policy varies from site to site so you will want to verify the rules for the region in which you're listing. For example, eBay US and UK will not allow both a fixed price and an auction with a Buy It Now price for the same item but eBay AU will.

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

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

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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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Can I have just a subset of my items automatically update using eBay Automatic Revision?

Yes, you can set a label on your items and configure your Automatic Revision setting to ignore items on that label.

More information on the eBay Automatic Revision feature can be found here:

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

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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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How do I revise my eBay gallery image?

If your eBay gallery image is not showing on eBay, the best thing to do is to revise the image so the gallery image will re-generate. The one issue here is that if the gallery image was sent to eBay originally then you will need to revise the image to a different image first. The reason for this is that if there is no change, then eBay will not consider it a revision and will leave the image alone.

You can do this with the Automatic Revise setting by changing the image URL in the SKU (or reference a new tag in the posting template). Once that is saved, a revision will be triggered. Saving the posting template, even with no change, will queue the change detection and scan all ads/SKUs assigned to the template.

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Where can I find a list of all eBay category numbers?

You can find a list of eBay category numbers at the following link.

http://listings.ebay.com/pool1/listings/list/categories.html

Please keep in mind that you can only post to leaf categories. Thus you could post to "Computers/Tablets & Networking>Cables & Connectors>USB Cables, Hubs & Adapters", but you couldn't post to "Computers/Tablets & Networking>Cables & Connectors".

Additionally, if you contact Support we can send you the following for any category:
- The entire category tree
- Item specific information

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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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How can I limit how many Second Chance Offers Marketplaces sends out?

Anyone whose bid is above the threshold you've configured for Second Chance Offers will get the SCO at the price he/she bid for the item. The only way to limit the number of Second Chance Offers that are sent out is to limit the quantity of items available in your account.

That being the case, in order to make sure only one Second Chance Offer goes out for an item, you would need to have only a quantity of 2 for that SKU (1 for the actual listing and 1 for the Second Chance Offer).

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Can I upload a bulk ad file via FTP?

Unfortunately no, only inventory, bulk action and tracking uploads can be done via FTP.

To upload the bulk ad file,

- Go to Marketplaces > eBay > Ads.
- Click "Bulk Upload Ads".
- Choose your file and click "Upload".

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

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How long can I process a refund for with PayPal after payment has been made with a eBay order?

PayPal has a standard timeframe of 60 days to process a refund, however sellers can get approval from PayPal to go beyond 60 days.

If you exceed the allowed refund window for your account and attempt to issue a refund, PayPal will reject the refund request and require you to use the Send Money feature to return money to a buyer.

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If you submit any eBay Store Categories they must pre-exist in the system / eBay Store Category could not be found

"If you submit any eBay Store Categories they must pre-exist in the system. You submitted XX > XXX > XX."

When you get this inventory upload error you'll want to check and make sure that the eBay Store Category name you're submitting is exactly the same as the eBay Store Category name in our system under:

Marketplaces > eBay > Settings > eBay Settings > eBay Stores Categories

If you're off by a symbol, letter, or space, you'll get this error.

One good trick for finding extra spaces is to follow these steps:
1) Create a test ad manually in the UI.
2) For the test ad, select the eBay store category from drop-down.
3) From the 'Ads' view, export the eBay store category information for that ad.
4) Copy and paste the eBay store category name from the export into a textpad editor like Notepad++
5) Copy and paste the eBay store category name from under eBay settings and compare the two. If you turn the 'Show All Characters' feature you can more easily see spacing differences.

Should you find a difference and need to edit your eBay Store Category name, you can do so through your eBay account and then re-import them into CA. Once that has completed, retry your upload.


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eBay Store Category "XX > XX> XXX" could not be found.

If you are using multiple eBay usernames with the same ChannelAdvisor posting account and get this error, please check the following:

1) Go to Marketplaces > eBay > Product Mapping > Posting Templates and open the posting template.
2) Look to see what eBay Seller Account is associated with the posting template
3) Go to Marketplaces > eBay > Settings > eBay Settings > eBay Stores Categories and make sure that the eBay store category value being submitted is associated with the same eBay Seller Account.

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Can I set my eBay listings to same day handling?

Yes, eBay supports same day dispatch for sellers that can ship the same day the order is received.

In order to properly set expectations for this, eBay needs to know the daily cutoff time for shipping. Make sure that you calculate a time that leaves a sufficient buffer for the order to be imported from eBay, processed by your system and still make the daily shipping cutoff time for your business.

To do so, please configure the daily cutoff time directly at eBay in your seller account, then update your posting templates to have a 0 day handling time.

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How do I remove a strike on a buyer from a FVF credit that has been filed?

To remove the strike on a buyer (and forfeit your FVF credit) you will need to go to the Dispute Details tab of the View Details invoice page and click the "Credit Reversal" link for the specific auction you would like to reverse the dispute on.

Also, it should be noted that the dispute details page is only refreshed once a day, so before any edits are made on this page you will want to click on the "Refresh Disputes for this Invoice" link. This should refresh the dispute and show you any new information regarding the disputes for this invoice.

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Why am I getting an eBay error saying "Input data is invalid"?

The error you are receiving is as follows:

"eBay responded with the message:
Code: 37
Short Message: Input data is invalid.
Long Message: Input data for tag [Item.PictureDetails.PictureURL] is invalid or missing. Please check API documentation."

The tag noted in the Long Message line of the error can be a number of different things including, but not limited to:

- Item.PictureDetails.PictureURL
The issue here is that the image names in CA have invalid characters. The only characters that are allowed are the alphabet (A-Z), digits (0-9), minus sign (-). This generally only affects third party hosted images but it is a good idea to ensure that images hosted by ChannelAdvisor also conform to this.

- Item.ShippingDetails.ShippingServiceOptions[1].ShippingServiceCost

This indicates that there is an issue with the value being sent for one of the domestic shipping carriers you have configured on your posting template. The number after ShippingServiceOptions indicates which carrier, counting from the top, has the problematic value. Please be sure that the value being sent is in proper numeric format with only two decimal places.

- Item.ShippingDetails.InternationalShippingServiceOption[1].ShippingServiceCost

This indicates that there is an issue with the value being sent for one of the international shipping carriers you have configured on your posting template. The number after ShippingServiceOptions indicates which carrier, counting from the top, has the problematic value. Please be sure that the value being sent is in proper numeric format with only two decimal places.

- Item.DispatchTimeMax

This indicates that there is an issue with the value being sent for the Handling Time field on your posting template. This field must be a single integer value from eBay's list of accepted handling time values. It cannot be a range like "5-7".

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Do eBay variation listings pull their information from the parent SKU?

Do eBay variation listings pull their information from the parent SKU?

When creating variations on eBay, our system uses information from both the parent and child SKUs.

The main item title will be pulled from the parent.
The item title in the ad template will only be pulled from the parent if the parent item title template tag is used.

The main image and gallery image will be pulled from the parent.
The child images are pulled from each SKU for the variation element that includes "Color" (or Colour) or "Shade" in its name.

The subtitle and description HTML is pulled in from one of the children, as selected by the system when posting the listing. (Using the parent description is not supported at this time.) This includes the text as well as the images in the description -- they will be pulled from the same child SKU.

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Can I submit multiple auction listings with the eBay Duplicate Listing Block enabled?

No. The multiple listings will be seen as duplicates and will be blocked. If you are submitting multiple auction format listings within the eBay policy, you will need to disable this option in order to send the duplicate listings.

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

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

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How do I get German special characters to show on my eBay listing and titles?

To get the special characters to show in the listing, you need to use the related HTML entity codes for German in your listing fields (except title field).
http://webdesign.about.com/od/localization/l/blhtmlcodes-de.htm

To get the special characters to show in the title, you can just input the German special characters directly in ChannelAdvisor.

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