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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


I want to stop selling on ebay but I have open eBay listings, what can I do?
Why are my eBay marketplace account settings expired and how can I fix it?
Is there a way to bulk upload price changes for open listings?
Why are not all of my posting templates available when I went update my Ads?
If there is an error on a revision to my eBay Listing, will any of my changes revise successfully?
How can I view a list of eBay ads that have inventory available but are not live on eBay?
Will all eBay orders appear in CA or just paid eBay orders?
Why am I getting the eBay Error Message: A mixture of Self Hosted and EPS pictures are not allowed?
How do I re-validate my eBay Token?
Why does the price on the listing at eBay not match the price in the Open Listings view?
What is the maximum length of an item title for an eBay listing?
How many eBay store categories can I have?
For eBay, it is possible to have static variations that the buyer must choose?
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?
Does ChannelAdvisor support the eBay "Good 'til Canceled" feature?
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?

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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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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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 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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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 view a list of eBay ads that have inventory available but are not live on eBay?

Go to the Marketplaces > eBay > Product Mapping > Ads view. On the right click on "Create" beside "Filter By". Next give your filter a name create your filter as follows:

Inventory Quantity >= 1
And
(Inventory Qty Open = 0
and
Posting Template Name like ebay)

Finally click "Save and Exit".

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Will all eBay orders appear in CA or just paid eBay orders?

All eBay orders, both paid and unpaid, will show in the Sales > Orders/Transactions > All Sales page. Once a buyer wins an auction or commits to buy a fixed price item, an order will be created at eBay and imported into CA. Once the buyer goes through eBay's checkout and pays, payment and shipping information will be updated on the order.

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Why am I getting the eBay Error Message: A mixture of Self Hosted and EPS pictures are not allowed?

This generally happens when there are multiple images for a listing and the system goes through the process to send those images to eBay. The images get uploaded to eBay Picture Services (EPS) and then those EPS images are compared and applied to the open listing instead of the ones from your own servers or the CA servers. This mixture is not allowed but sometimes eBay can corrupt the image information behind the scenes and this is where it can get mixed.

Currently, the best option to correct this is to withdraw and relist the item.

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How do I re-validate my eBay Token?

- Go to Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials.
- Click the "Modify" link under "Actions" next to the account you wish to re-validate.
- Click the "Update Token" button.
- 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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Why does the price on the listing at eBay not match the price in the Open Listings view?

When the price is updated at eBay, we then go check to make sure it was properly applied to the item before the Open Listings view is updated. This may take a short period of time, but it allows for confirmation that the price change was properly applied. If eBay did not apply the pricing change, then further updates to the inventory item that use the same new price will still detect that a change needs to be submitted to eBay and will attempt the price revision again if the eBay Automatic Revision feature is enabled.

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

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

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What is the maximum length of an item title for an eBay listing?

The maximum length of a title for an eBay listing is 80 characters.

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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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For eBay, it is possible to have static variations that the buyer must choose?

For example, you have 2 skus that are of the same color but different sizes.
It is possible to force a variation listing to have both size and color as variations even though there may only be one value for color.

To do so, please submit a support request with a list of ALL of the item specifics fields you want to always be drop-down options, even when there is only a single value for the buyer to choose from. You need to specify every single one you want forced to always be a drop-down and there are some things we can change behind the scenes that will start doing that for future 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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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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Does ChannelAdvisor support the eBay "Good 'til Canceled" feature?

Yes, we do support the "Good 'til canceled" (GTC) duration on eBay Fixed Price listings. You will find this option on your eBay Schedules under Marketplaces > eBay > Schedules.

Your rating: None Average: 1.6 (7 votes)

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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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