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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


How can I create a label that will show me the SKUs that are not on a specific label?
Can I put an HTML form in my Ad Template to search my eBay Store?
How do I convert my ads to post to a different eBay marketplace?
What are eBay's requirements for an image?
Why am I getting an eBay error code 21916587 - Missing name in name-value list?
How can I view a list of eBay ads that have inventory available but are not live on eBay?
Is there a way to un-map eBay catalog information in bulk?
When will payment and shipping information from eBay be added to my order in ChannelAdvisor?
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?
I have missing eBay orders. How do I update my eBay token?
With eBay Automatic Revision, how often are listings updated?
Why is my strike through pricing is not appearing in the eBay Store?
What is the maximum length of an item title for an eBay listing?
Would I be able to set up Sales Maximizer for eBay in ChannelAdvisor?
How is the delivery time on eBay calculated?
Can I use business rules on my eBay posting template?
What do I do in ChannelAdvisor if I renamed my eBay account?
How long do I have to file a dispute for an eBay order?
What eBay Motors Marketplaces are supported by ChannelAdvisor?
How to identify orders consolidated by the Order Consolidation Setting for eBay
When are Child images used within a variation listing on eBay?
What triggers a revision within an open listing for eBay?
How do I change the eBay store category assigned to an ad?
What information will take precedence upon posting?
How Does ChannelAdvisor handle eBay listings from another tool?

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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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 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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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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Why am I getting an eBay error code 21916587 - Missing name in name-value list?

The error you are receiving is as follows:

"eBay responded with the message:
Code: 21916587
Short Message: Missing name in name-value list.
Long Message: Missing name in the variation specifics or variation specifics set."

This error can occur when there is a variation value missing in your setup. If you have configured an attribute named "Color" for 4 SKUs but had not input a Color value for one of those SKUs, this error would occur. Editing the data and inputting the missing value resolves this issue.

This error can also indicate that there is a mismatch with the information that is currently on eBay versus what we're trying to send to revise your live listing. In order to resolve this you will need to withdraw the listing and repost the ad with the 'Marketplace Relist' option disabled using the "Post Now" button found in the Ads view.

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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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Is there a way to un-map eBay catalog information in bulk?

There is currently no way to do this in bulk.

You can, however, change the catalog mapping to something different. If you would like to change the catalog mapping, click on the link for the Ad ID to edit it , then click the "Catalog Item Information" tab within each ad. Information on this can be found on our Strategy and Support Center here:

https://ssc.ChannelAdvisor.com/howto/working-ebay-item-specifics#ads

It's important to note that catalog mapping is made at the SKU level, so there are occasions (moving from the Motors catalog to manual fitment) where unmapping at the ad level will not work. In that case, opening a Support ticket is necessary.

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When will payment and shipping information from eBay be added to my order in ChannelAdvisor?

Once a buyer has completed eBay's checkout process, the information they have entered is stored at eBay and is ready for import into your ChannelAdvisor account. We check several times an hour for buyer checkout information and will import the new data as soon as it is detected. Generally you should see all information imported within a hour, often faster.

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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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I have missing eBay orders. How do I update my eBay token?

This issue is caused by an expired token provided by eBay to secure the connection to their servers. Tokens are usually good for about 18 months. When they are set to expire, you'll start seeing warnings in your message center messages in ChannelAdvisor that state:

"Your eBay login will expire soon for the "XXX" account"

To view message center messages, navigate to:

My Account > Messages > Message Center

To resolve this issue, you'll want to modify your credentials and get a new token. The instructions to do so are below.

- Go to Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials.
- Click on the eBay seller ID link.
- 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.

Once your token is valid, your eBay orders will start to update. Please keep in mind that it can take up to 24 hours for the system to catch up on the missing orders.

Also, please note that if you had updated any existing orders to "shipped" while the token was invalid, the shipping and tracking information did not get sent to eBay. For those orders, you will need to update them to shipped again so ChannelAdvisor will re-send the shipping information. The system will only re-send the data if it sees a change was made to the order. The easiest way to do so is to put a space after the tracking number or data in another field. The system will then recognize a change was made and re-upload the shipping information to eBay.

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With eBay Automatic Revision, how often are listings updated?

Automatic revisions are not immediate, but should apply within a few hours. Accounts with a large number of open listings that make a large number of changes may take up to 24 hours to complete all updates at eBay, but most accounts should be able to finish within three hours. If you have made a change more than 24 hours ago and do not see it on the item and there is no error reported in the revise history information for the listing in Open Listings, please contact ChannelAdvisor Support so the situation can be investigated.

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Why is my strike through pricing is not appearing in the eBay Store?

Pricing fields appear differently in the eBay Store depending on how you have your posting template configured.

- If a value is configured for the Minimum Advertised Price field, the items won't show up with strike through pricing in the eBay Store.
- If a value is configured for the Strikethrough price field, the items will show up with strike through pricing in the eBay Store.

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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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Would I be able to set up Sales Maximizer for eBay in ChannelAdvisor?

You can use the Sales Maximizer in conjunction with items posted from ChannelAdvisor. However, there is currently no direct integration through ChannelAdvisor for this feature. No changes are needed to the way you post items from ChannelAdvisor. All Sales Maximizer related information such as bundle relationships and order level discount information must be configured directly at eBay. All orders will be imported as usual, but with the discounted rates.

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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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Can I use business rules on my eBay posting template?

Yes, you can use business rules and lookup lists in the posting template's new editor. The new editor enables business policies, lookup lists, easier selection of product information fields, and item specifics from multiple categories to be configured on a single template, similar to our other marketplace templates.

The posting templates using legacy fields can still use advanced template tags to do calculations, which you can read more on here: http://ssc.ChannelAdvisor.com/howto/advanced-template-tags.

Alternatively, you can use business rules to alter the data during the inventory upload process.
Please see more on this here: http://ssc.ChannelAdvisor.com/howto/inventory/templates

If you are using the legacy posting templates and would like to upgrade to the new editor, go into your existing posting template and click the "View and modify your template in the new editor" link at the top of the page.

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What do I do in ChannelAdvisor if I renamed my eBay account?

It depends on what you did.

1) If you renamed your existing eBay account, no further action is needed since all the information on the back-end is still the same. We will automatically update the displayed username in our system the next time your eBay token is updated or renewed. When renewing your token, please follow these steps:

- Go to Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials.
- Click the link for the seller account you wish to re-validate under the "eBay User Name" column.
- 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.
- If you get a warning about "Potential Username Conflict", the correct step is to select "Replace Existing Credentials"

2) If you created a new eBay account (separate from your existing eBay account), you should add that new eBay account. Go to the Marketplaces > eBay > Settings > eBay Settings > eBay Credentials page and click "Add New". It is very important that you do not replace your existing eBay account because this would then break the integration between ChannelAdvisor and eBay for any existing open listings.

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How long do I have to file a dispute for an eBay order?

This depends on the type of dispute you wish to file.

Unpaid Item Disputes (i.e. The buyer has not paid for the item.): 32 days
Mutually Agreed Disputes (i.e. We have both agreed not to complete the transaction): 45 days

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What eBay Motors Marketplaces are supported by ChannelAdvisor?

ChannelAdvisor currently supports the following eBay marketplaces for eBay Motors:

eBay United States
eBay United Kingdom
eBay Australia
eBay Germany

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How to identify orders consolidated by the Order Consolidation Setting for eBay

Orders that have been affected by the Order Consolidation Setting automatically have an "OrderConsolidated" tag applied to them. The following steps can be used in our new Orders page to identify all orders that have this tag.

1. Go to Sales>Orders/Transactions>Orders
2. Make sure you're on the new interface for this page. You can confirm this by looking for a link at the top-right saying "View old version of this page". If you're using the old interface, the link on the right side will say "Switch to new page".
3. Click the "Columns" button, then add the "Private Notes" field to the selected columns.
4. Add "Order Tag" as a search field, and filter for tags that contain the text "OrderConsolidated".
5. This will return a list of consolidated orders. The Private Notes column shows the date and a list of invoices that were consolidated into each order.

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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 triggers a revision within an open listing for eBay?

Once the Revise Listings option has been enabled under eBay Settings, then any changes to any of the following items will be detected and automatically applied to Open Listings:

* SKU Product item information
* Posting template
* Description template
* Schedule
* Ad information

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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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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 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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