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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


Where can I add Out of Stock control to my listings?
How do I set a buffer on my eBay schedules?
How do I get German special characters to show on my eBay listing and titles?
How does ChannelAdvisor send shipping & tracking information to eBay?
How do I add the "Days Since Last Revision" Column?
What is causing the blank spaces in my HTML?
Why are not all of my posting templates available when I went update my Ads?
How do I revise my eBay gallery image?
How long can I process a refund for with PayPal after payment has been made with a eBay order?
How do I remove a strike on a buyer from a FVF credit that has been filed?
Why is Immediate Payment not combining orders on eBay?
How do I remove the ChannelAdvisor token from eBay?
eBay Refund error: Permission denied; You do not have permission to refund this transaction
If you submit any eBay Store Categories they must pre-exist in the system / eBay Store Category could not be found
Why is the API creating duplicate eBay ads?
How Does ChannelAdvisor handle eBay listings from another tool?
Can I use more than one Product Identifier to match my items to the eBay catalog?
What is the maximum length of an item title for an eBay listing?
Can I submit a single fixed price listing from each of multiple eBay accounts configured in a single posting account while the Duplicate Listing Block setting is enabled?
How will data changes from eBay Automatic Revisions be shown on my listings?
When are Child images used within a variation listing on eBay?
What does the eBay error "Invalid rate table details type; The shipping rate table is not applicable for this site." mean?
Why do MPN, Brand and UPC (Product Identifier section) disappear from an eBay listing?.
Is a comma separator accepted by eBay when displaying a price within a Business Rule in a European locale?
What does 'The price for this item cannot be updated since it is a part of a sale' mean?

Where can I add Out of Stock control to my listings?

eBay's Out of Stock control feature is now an eBay account wide setting managed in My eBay at http://my.ebay.com.

To enable Out of Stock control, log in to My eBay, then navigate to:

Account > Site Preferences > Selling Preferences

Then enable the setting "Use the out-of-stock-option" by checking the box next to "Yes".

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How do I set a buffer on my eBay schedules?

You can set a buffer on your Maintain schedules by using the "Continue Posting: Until inventory reaches quantity X" setting. Entering a number here will leave that number of items in Available quantity when your items post to eBay.

This can be very useful if you wish to have both a Fixed Price and Auction for the same item. For instance, let's say you have 10 quantity of an item and both a Fixed Price ad and Auction ad created. If you set your Maintain schedule used by your Fixed Price ad to post "All Available Inventory" with a "Continue Posting" buffer of 1, then 9 items would post to eBay in a Fixed Price listing, leaving that 1 item left to be posted by your Auction ad.

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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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How does ChannelAdvisor send shipping & tracking information to eBay?

After an order is marked as shipped with tracking information in ChannelAdvisor, we then go through a four-step process when determining how to send shipping and tracking information to eBay. We make every effort to send information in a format that eBay can then use to generate a clickable tracking number on the order for the buyer to monitor and receive via email.

1. First we check to see if the order uses one of the pre-defined shipping carriers in our system (Sales > Shipping> Account Shipping Carriers). If so, we use send that shipping carrier to eBay. This is ideal as it allows us to be certain that what we send to eBay will end up with a clickable tracking number.

2. If the order is using a custom shipping carrier (also set up under Sales > Shipping> Account Shipping Carriers), we attempt to match it up to one of the pre-defined carriers allowed by eBay. eBay has given us an official list that we compare these against. eBay can then generate a clickable tracking number.

3. If the order is using a custom shipping carrier and we weren't able to find a match in step 2, we focus on the tracking number. If we recognize the format of the tracking number as being associated with a particular shipping carrier, we will ignore the shipping carrier name entered on the invoice in ChannelAdvisor and match to one of the eBay default shipping carriers. eBay can then generate a clickable tracking number.

4. If none of the above are met, we will send whatever is configured on the order and it will likely not be clickable at eBay, which is considered a bad buyer experience.

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How do I add the "Days Since Last Revision" Column?

For sellers who would like to monitor how long it has been since their listings last revised, Engineering has added a column to display this information. To add this column to your Open Listings view, please follow these steps:

Navigate to Marketplaces > eBay > Performance > Open Listings
Click on the Columns button on the right side of the screen

Select ?Days Since Last Revision? from the left list and add it to the right list

Select ?Apply Changes?

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What is causing the blank spaces in my HTML?

Two of the most common reasons for seeing large blank spaces in your HTML are below and you can check if you are using these in you HTML.

Reason #1:
The HTML tag <FORM> </FORM> will always insert a large space.

Reason #2:
The HTML tag <p> </p> which stands for paragraph can be another cause of large spacing appearing within the HTML.

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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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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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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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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 is Immediate Payment not combining orders on eBay?

Immediate Payment cannot support invoice consolidation of multiple items into an order unless the buyer uses the eBay shopping cart. If you offer a discount on multiple item shipping or promotions for purchases above a certain dollar amount, buyers may not realize how to combine multiple items in order to qualify. Immediate Payment purchases process individually. Buyers that use the eBay shopping cart can combine purchases into a single order, but those that use the Buy It Now option must go through checkout and pay for them individually.

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How do I remove the ChannelAdvisor token from eBay?

To sever the communication between CA and eBay or any other third party and eBay:

- Log into your eBay account.
- Go to My eBay > Account > Site Preferences > Third Party Authorizations.
- Click "Revoke authorization" next to the third party whose access you want removed.

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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

This error means 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: https://developer.paypal.com/docs/classic/admin/third-party.

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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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Why is the API creating duplicate eBay ads?

The API call does not have the functionality to detect and prevent the creation of duplicate ads for eBay. You are fully responsible for the creation of ads.

We have created an SSC page to help you identify and remove duplicate eBay listings if you have created any in your account:

http://ssc.ChannelAdvisor.com/howto/identify-and-remove-duplicate-ebay-listings-0

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How Does ChannelAdvisor handle eBay listings from another tool?

In short, ChannelAdvisor Complete cannot invoice orders that were listed outside of CA.

We will only invoice sales for items listed by our system. If the buyer buys an item listed by our system, as well as another of your items for the same eBay account that was not listed by our system, then the sale data will be imported for the item listed by us. You will likely get an alert in our system that we could not create the order as found on eBay because not all of the items are in our system.

Note that in some cases eBay splits up multiple purchases from one buyer into separate orders/invoices, mainly if the shipping methods are not the same between the 2+ sales. In such cases we would import the one sale listed by us, and there would be no alert in our system for the other sale of the item not listed by our system.

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

You can configure mappings for any number of the Product Identifier fields in your posting template. As long as more than one of these mappings have values for a product, those values will all be submitted as Product Identifiers.

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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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Can I submit a single fixed price listing from each of multiple eBay accounts configured in a single posting account while the Duplicate Listing Block setting is enabled?

No. That is a violation of the eBay Duplicate Listing Policy and the duplicate listings will be blocked. If you would like to submit duplicates in that method you will want to disable the setting.

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 will data changes from eBay Automatic Revisions be shown on my listings?

The listing on eBay will be noted that it has been changed. You can see on the eBay listing page that there is a link for View All Revisions at the top of the description that will tell you which elements on a listing have been modified. The values are not shown, but the specific fields that have been modified are displayed.

More details on the eBay Revision link can be found here:

http://pages.ebay.com/help/buy/about-view-item.html#additional

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

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

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When are Child images used within a variation listing on eBay?

Variation listings provide images both from the parent SKU as well as the individual child SKUs included in the listing. When there are no images configured on the parent SKU, images are used from one of the child SKUs to ensure the best exposure for your products and the best buyer experience. However, if there are any images configured on the parent SKU then only those images will be used as part of the parent listing. Images from a child SKU will only be used when there are zero images configured to use from the parent.

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What does the eBay error "Invalid rate table details type; The shipping rate table is not applicable for this site." mean?

Generally this error is returned because the previous listing for this item had different shipping options than the posting template currently uses.

If you are no longer wanting to use a shipping rate table for listings assigned to this posting template, clear out the mappings for this field. You can do this by following these steps:

1) If this is an eBay Quickstart account, go to Marketplaces > eBay > Product Mapping >Template and select "edit" under the template column

-OR-

2) If this an eBay custom account, go to Marketplaces > eBay > Product Mapping > Posting Templates and select "site details" for the desired posting template

Once here, select the business policies tab and scroll down to the "Shipping" section. Find the "Use Domestic Shipping Surcharge Table configured at eBay" field and make sure that there are no configured mappings.

-THEN-
Once the above is done, delete the listing error and the listing will post with the next iteration of the schedule.

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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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Is a comma separator accepted by eBay when displaying a price within a Business Rule in a European locale?

A comma separator is not accepted by eBay. For example if your listing an item to a French locale on eBay the business rule will return a value of 50,10. Since eBay still wants a decimal to be sent you would need to use the "REPLACE" function within your business rule to change the comma to a decimal.

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What does 'The price for this item cannot be updated since it is a part of a sale' mean?

eBay has now added some new elements to the sale management tools that allow a price increase to be blocked while the item is on a sale.

To prevent the sale from ending on eBay, ChannelAdvisor has put a fallback measure in place in which the price will be dropped from the revision so that the rest of the listing can revise.

If this happens, you will see this error in the revision log:

Error Code: 21919248
Short Message: The price for this item cannot be updated since it is a part of a sale.
Long Message: The price for this item cannot be updated since it is a part of a sale. If you wish to update the price of this item, please remove it from sale, or use a sale setting that will always allow price updates.

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