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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


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?
What happens to an eBay Ad after the SKU associated with it is Archived?
eBay Posting Error: Category entered is not catalog enabled
What are the different eBay Powerseller levels?
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"?
How do we notify our eBay customers of the carrier we used to ship their item?
What causes the alert, "A sale for eBay item ID XXXXXXXXXXXX could not be imported because there is no open listing"?
How long do eBay listings remain in the Closed Listings view?
How does eBay calculate Estimated Delivery Date?
I use the eBay Automatic Revision feature. Why was the data not updated on my listing?
Can I use more than one Product Identifier to match my items to the eBay catalog?
Why do MPN, Brand and UPC (Product Identifier section) disappear from an eBay listing?.
Can I use JavaScript in my ad templates?
How many eBay store categories can I have?
How is the delivery time on eBay calculated?
How can I create a label that will show me the SKUs that are not on a specific label?
Why are my eBay marketplace account settings expired and how can I fix it?
How many bidders can I block on eBay?

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 where the customer paid before the change will still use Ebays 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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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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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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What are the different eBay Powerseller levels?

There are five Powerseller levels based on annual sales/number of transactions:

- Bronze: $3,000 or 100 transactions
- Silver: $36,000 or 36,00 transactions
- Gold: $120,000 or 12,000 transactions
- Platinum: $300,000 or 30,000 transactions
- Titanium: $1,800,000 or 180,000 transactions

eBay has specific criteria for becoming and maintaining a Powerseller status. A useful overview of the Powerseller program may be found here:

http://pages.ebay.com/services/buyandsell/powerseller/criteria.html

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

Even if you post your items with 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 CA will be submitted to eBay with the shipping notification, updating the buyer's order.

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What causes the alert, "A sale for eBay item ID XXXXXXXXXXXX could not be imported because there is no open listing"?

This can happen if an eBay listing is edited directly at eBay. Changing quantity information in this way causes a mismatch between eBay and ChannelAdvisor, leading to quantity existing on the listing that our system doesn't know about. This can cause a listing to close in our system because we no longer recognize quantity for the item when, in fact, it is still open at eBay. And once we consider a listing as closed, we are no longer able to invoice orders from it.

The eBay listing should be ended and resubmitted based on the information in your ChannelAdvisor inventory so that it will be properly listed in the Open Listings view and monitored for sales transactions.

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How long do eBay listings remain in the Closed Listings view?

Listings in your Marketplaces > eBay > Performance > Closed Listings view will be visible for 90 days after the close of the listing.

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How does eBay calculate Estimated Delivery Date?

This information is calculated behind-the-scenes by eBay and while they don't share the precise calculation, it considers the following:

- The postal code of the item's location (configured in ChannelAdvisor in your posting template)
- Your stated Handling Time for that listing (configured in ChannelAdvisor in your posting template)
- The buyer's address or IP location
- The historical shipment tracking data in your eBay account

So, for example, if you as a seller view the Estimated Delivery Date on one of your listings, you will likely see a very short time window because eBay would calculate a shorter distance for the item to travel (shipping from your postal code to the same postal code). However, if someone across the country were to look at the same item, their estimated delivery date would be different as eBay would take into account the source location, the stated handling time and the buyer's location - then use their historical tracking data to estimate when it would arrive.

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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.

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

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

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Can I use more than one Product Identifier to match my items to the eBay catalog?

Yes, you can use more than one template tag in the Product Identifier field to use two terms to search the eBay catalog.
For example, you can use the following format {{ITEMMPN}} {{ITEMBRAND}} (note the space between the two template tags).
If the SKU's brand was "Canon" and the MPN was "Powershot A85", then this would search for "Canon Powershot A85" to try and match to the item in the eBay catalog.

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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.

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.

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Can I use JavaScript in my ad templates?

Some JavaScript is allowed, but this is determined by eBay. You can find their code policy here: http://pages.ebay.com/help/policies/listing-javascript.html.

You can test it by using the Sell Your Item form in eBay and pasting your code there. If an error occurs, they will not allow the code.

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How many eBay store categories can I have?

Per eBay, the limit is 300 store categories.

http://pages.ebay.com/storefronts/faq.html

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How is the delivery time on eBay calculated?

The delivery time displayed on eBay is made up from the handling time specified on the posting template and the expected delivery time for the carrier selected.
This is shown when you select a carrier on the posting template too.

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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 are my eBay marketplace account settings expired and how can I fix it?

In order to manage your eBay account on your behalf, eBay requires the use of something called a "token". This token is the link between eBay and CA and when it's not valid, listings cannot post and orders will not be imported. This token expires every 18 months, so you will need to renew your token at that time. Note that before this expiration date, you will be notified through your account's Message Center to remind you to renew your token.

To renew your token:

- 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.

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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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