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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?
eBay Posting Error: Category entered is not catalog enabled
Can I manually send Second Chance Offers?
How do I post my eBay ads to multiple sites at once?
eBay Refund error: Permission denied; You do not have permission to refund this transaction
Does ChannelAdvisor support eBay Markdown Manager?
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?
I turned off the UPI Assistant on eBay. Why am I seeing errors?
How do I identify Global Shipping Program (GSP) orders?
Is it possible to bulk modify SKU names in CA?
Can you remove the second eBay category from a live listing?
What eBay Marketplaces are supported by ChannelAdvisor?
Within eBay category selection tool, what does the numbers in the parentheses of a category option mean?
I have closed listings showing in the Open Listing view. How can I fix that?
How can I create a label that will show me the SKUs that are not on a specific label?
Why can't I revise my eBay listing duration?
How many bidders can I block on eBay?
How do I convert my ads to post to a different eBay marketplace?
How can I turn off the eBay Auctions Counter on my listings?
Can I revise the Auction Title on eBay?

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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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.

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.

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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 post my eBay ads to multiple sites at once?

You can find this setting in the "Additional Features" section at the bottom of the posting template. The options vary depending on the location configured for your posting account.

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 box is checked, 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.

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eBay Refund error: Permission denied; You do not have permission to refund this transaction

Error: Failure - Permission denied; You do not have permission to refund this transaction

First ensure that you have configured the proper email address for refunds under Marketplaces > eBay > eBay Settings > PayPal Address. This should be the same email address that you're using on your posting templates.

If the setting is valid, then there is most likely an API issue on the PayPal side that you will need to reconfigure or confirm the settings are accurate. The step-by-step instructions can be found here: http://ssc.ChannelAdvisor.com/howto/configuring-paypal-refunds.

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Does ChannelAdvisor support eBay Markdown Manager?

There is currently no way to use eBay's Markdown Manager directly through ChannelAdvisor. However, this does not prevent you from taking advantage of this feature. All you need to do is follow eBay's instructions for setup, found here: http://pages.ebay.com/stores/markdown-manager/tutorial/index.html.

No changes are required on the ChannelAdvisor side, but here are some important things to keep in mind:
- When a purchase is made, ChannelAdvisor will import the sale information using the actual price paid by the buyer.
- The price shown in the Open Listings view will not reflect any changes made by the Markdown Manager. It will be the price sent by ChannelAdvisor.
- Any revision to the listing will remove the item from a sale. To keep the automatic revision system from updating your listings and ending your sales, you may want to consider using the exclusion label for your Markdown Manager items. This is covered here: http://ssc.ChannelAdvisor.com/howto/revising-open-listing.

For more information, including alternatives to Markdown Manager, please see: http://ssc.ChannelAdvisor.com/howto/implementing-markdown-manager-ebay-listings

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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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I turned off the UPI Assistant on eBay. Why am I seeing errors?

You may still see this error in some disputes
"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.

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How do I identify Global Shipping Program (GSP) orders?

There's nothing pre-configured in our 'All Sales' view that would identify GSP orders. However, they all come in from eBay with a specific address format that you could search by.

All of the addresses will contain a reference number in the first address line like this:

John A. Smith
Ref #ORAAA000000090304008
1850 Airport Exchange Blvd, Suite 400
Erlanger, KY 41018

From the 'All Sales' page, put "Ref #" into the search field and chose "Buyer shipping address lines" from the search drop-down. That will then return all of your GSP orders.

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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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Can you remove the second eBay category from a live listing?

No. It is not possible to remove your second eBay category once the listing is live. You can change it to another category, but removing it altogether will require that you withdraw and repost the listing.

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What eBay Marketplaces are supported by ChannelAdvisor?

ChannelAdvisor currently supports the following eBay marketplaces:

eBay United States
eBay Canada
eBay United Kingdom
eBay Australia
eBay Germany
eBay France
eBay Spain
eBay Italy
eBay Netherlands
eBay Ireland
eBay Austria
eBay Switzerland
eBay Singapore
eBay Hong Kong

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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 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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How can I create a label that will show me the SKUs that are not on a specific label?

Go to the Inventory > Products > All Products view. On the right click on "Create" beside "Filter By". Next give your filter a name create your filter as follows:

Inventory Not Assigned To Label Name

like

[Insert Label Name Here]

Finally click "Save and Exit".

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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.

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How many bidders can I block on eBay?

eBay will currently allow you to block up to 5,000 buyer IDs.

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How do I convert my ads to post to a different eBay marketplace?

There is not a way to assign an ad to a posting template of a different eBay marketplace. The best option here is to create a new ad that uses the appropriate posting template for the new marketplace.

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How can I turn off the eBay Auctions Counter on my listings?

You can turn this off by going to Marketplaces > eBay > Settings > eBay Settings > eBay Auctions Counter and then clicking on the Invisible option and then click Save.

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Can I revise the Auction Title on eBay?

Yes, but eBay puts restrictions on when the title of a live listing can be revised. A title cannot be revise if:

- there have been sales on the listing
- there are any pending bids
- the listing ends within 12 hours

You can see this and more restrictions to eBay revisions here: http://pages.ebay.com/help/sell/revising_restrictions.html.

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