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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


Where can I change our lead time to ship for our eBay listings?
Can I put an HTML form in my Ad Template to search my eBay Store?
How can I bulk upload a fitment/compatibility list?
Can I close an open eBay item early and still sell it to the highest bidder?
What information will take precedence upon posting?
How long can I process a refund for with PayPal after payment has been made with a eBay order?
Where can I manage my blocked bidders?
Do you support testing on the eBay Sandbox
If you submit any eBay Store Categories they must pre-exist in the system / eBay Store Category could not be found
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 upload a bulk ad file via FTP?
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?
Will ChannelAdvisor show the commission fee taken by eBay and Paypal?
Why am I not able to import my eBay Store categories?
What happens to an eBay Ad after the SKU associated with it is Archived?
I want to stop selling on ebay but I have open eBay listings, what can I do?
How do I change the eBay store category assigned to an ad?
Is there a way to bulk upload price changes for open listings?
Why is the button not showing to import eBay Categories in the settings page?
Why are not all of my posting templates available when I went update my Ads?
What is the difference of on-eBay sales and off-eBay sales, as it pertains to the Strikethrough pricing field on the posting template?
If there is an error on a revision to my eBay Listing, will any of my changes revise successfully?
How can I find the Item Specifics for an eBay Category?

Where can I change our lead time to ship for our eBay listings?

It is the field called Handling Time on the posting template in the shipping section. eBay only allows certain values in that field: 0, 1, 2, 3, 4, 5, 10, 15, and 20.

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Can I put an HTML form in my Ad Template to search my eBay Store?

With the appropriate HTML code it is possible to put a form to search your eBay Store in your Ad Template. Below is some simple code that should help you set this up. Please note that you will need to enter your eBay Store name into the code, and you will also need to find and enter your eBay Store's ID number. The easiest way to find your store's ID number is to perform a search for the store name on stores.ebay.com, and hover over the URL to the store. Right click and select view properties to find the store URL with the store ID number. An example is:

http://www.stores.ebay.com/store=39713988

The number at the end of the URL should be your eBay Store ID number.

*************************************************************

<form name="search" method="get" action="http://search.stores.ebay.com/search/search.dll">
Search Our Store:
<input type="text" name="query" size="7">
<input type="submit" value="Go" width="20" height="16" border="0">
<input type="hidden" name="MfcISAPICommand" value="GetResult">
<input type="hidden" name="sid" value="ENTER STORE ID HERE">
<input type="hidden" name="store" value="ENTER STORE NAME HERE">
<input type="hidden" name="colorid" value="15">
<input type="hidden" name="fp" value="0">
<input type="hidden" name="srchdesc" value="y">
</form>

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How can I bulk upload a fitment/compatibility list?

This depends on two things:

- The format you're using for fitment.
- How you create your upload file.

There are two formats that can be used to add fitment information to an attribute in ChannelAdvisor so that it is accepted by eBay. The first is to use double carats (^^) to separate each entry and the other is to use a line break between each.

When using the ^^ method, all you need to do is submit each fitment entry separated by ^^. A benefit to using ^^ as your line break is that exporting manual fitment information on a SKU will not be missed as hard enters can cause values to be missed upon export.

If you are using line breaks, and creating your file using a spreadsheet program such as Microsoft Excel, you can hit Alt+Enter after entering each fitment value and then enter the next. This will put the next entry on a new line within that same cell.

If you are using a text editor to create your tab delimited file, you can put quotes around the field values with a carriage return after each so it looks something like this:

Inventory Number Attribute1Name Attribute1Value
FitmentTest1 Fitment "fitment1
fitment2"

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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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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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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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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.


--------------------------------
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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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 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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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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Will ChannelAdvisor show the commission fee taken by eBay and Paypal?

No, currently ChannelAdvisor will not show or track the commission fee taken by eBay and Paypal. in order to see this you would need to log into your eBay or PayPal account.

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Why am I not able to import my eBay Store categories?

The most often overlooked reason that eBay Store categories cannot be imported is that the "eBay Fixed Price" marketplace is not enabled. Your eBay Store Categories are specifically tied to that "marketplace". Follow the steps below to ensure your settings are correct.

1. Visit Marketplaces > eBay > Settings > eBay Settings.
2. Click on the 'edit' link for eBay Marketplace Credentials.
3. On the next page, click on the Modify link in the Actions column.
4. Ensure "eBay Fixed Price" is selected.
5. Click Save.

Now you should be import the eBay Store categories.

Note that even if you are only listing on eBay Motors Fixed Price, you must still enable "eBay Fixed Price" in order to use the store category functionality

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What happens to an eBay Ad after the SKU associated with it is Archived?

When a SKU is archived, all associated ads will also be archived. You can find them under Marketplaces > eBay > Archived Ads. If the SKU is later restored, the ad will not be restored automatically and you will need to manually restore it or create a new ad.

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I want to stop selling on ebay but I have open eBay listings, what can I do?

To stop selling on eBay you will need to complete the following in order:

1. Go to Marketplaces > eBay > Product Mapping > Ad, set the page size to 500 (bottom right corner of page), select all and click "Remove Schedule". This will stop new ads posting.

2. Go to the Marketplaces > eBay > Performance > Open Listings view, set the page size to 500 (bottom right corner of page), select all and click "Withdraw Listings". Complete this process for all open listings until there are 0 open listings in this view. This will remove any currently open eBay listings.

3. Ensure that all eBay orders in the Sales > Orders/Transactions > All Sales view are completed as these will not be updated once you complete step 4.

4. Once the above are all completed, go to Marketplaces > eBay > Settings > eBay Settings > eBay Credentials > Modify, and un-select all the checkboxes under "Available eBay Marketplaces" and click "Save".

Once all of the above are completed in that order, you will no longer be able to list items to eBay nor invoice eBay orders. Please ensure that this is exactly what you want to achieve before continuing.

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How do I change the eBay store category assigned to an ad?

Before you change your eBay Store categories you will want to make sure you have your current list of categories imported into your account. You can do this by clicking the "Import" button located in your Marketplaces > eBay > eBay Settings > eBay Store Categories view.

To update your listings, you have 2 options:

1. Posting Template Level

In the Marketplaces > eBay > Product Mapping > Posting Templates view, you can click on the "Site Details" link for the desired posting template. You will edit the "Store Category" field and click the "Save and Exit" button. Any items that post using that posting template will post to that store category unless the ad is set differently.

Note that changing the ad setting described in #2 below will override this posting template setting.

2. Ad Level

In the Marketplaces > eBay > Product Mapping > Ads view click on the Ad you wish to change and then make the necessary change in the eBay Store Category field and save your changes.

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Is there a way to bulk upload price changes for open listings?

This can be accomplished through a combination of our upload functionality and the Revise Listings feature.

Our Revise Listings inventory sync will automatically update your live pricing when there is a change at the SKU level . You can see the SSC page on this here: http://ssc.ChannelAdvisor.com/howto/revising-open-listing. This feature will update the open listings any time the price field you're using to send the price to eBay is changed. For example, if you're using the Buy-It-Now price, then any time you change that, regardless of whether you do so manually or via upload, the open listing's price will be updated.

So, to do this in bulk, you'll want to go to Inventory > Products > Upload a File. You can click the link to download the "ChannelAdvisor Upload Format" spreadsheet if you like, but to accomplish this task, you only need a spreadsheet with the columns "Inventory Number" and, using the example above, "Buy It Now Price". Just enter the SKU in the "Inventory Number" field and the new price in the "Buy It Now Price" field. Once you have the file created, here's how to upload it.

- Go again to Inventory > Products > Upload a File.
- Make sure "Inventory" is selected by "Upload Type".
- Click "Choose File" to search for and select your file.
- Leave "File Processing" set to "All".
- Leave the template dropdown set to "No Template Selected".
- Click "Upload" at the bottom.

Once you do this, you should see your changes within about an hour.

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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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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.

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.

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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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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 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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