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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


Does ChannelAdvisor support the "Wait to Ship" status in Paypal as part of Paypal's Seller Protection on eBay program?
How do I resolve "Your PayPal email address was not found"?
Is there way to view all SKUs that don't currently have an open listing on eBay?
Why are my items not listing to eBay when I have FBA quantity?
How does eBay calculate Estimated Delivery Date?
How do I resolve an eBay "Unrecognized Field Name" error?
What locales are supported for eBay Strike Through Pricing?
What can cause this error message "Some or all of the posting templates you selected were not deleted, because an error occurred"?
Why am I getting an eBay error saying "Input data is invalid"?
Can I use JavaScript in my ad templates?
With the eBay Duplicate Listing Block enabled, can I have both an auction and a fixed price listing?
Invalid Category Error when listing to eBay
When using eBay Automatic Revision, what happens if eBay does not allow the listing to be changed?
What is the minimum and maximum size for eBay images?
What happens to an eBay Ad after the SKU associated with it is Archived?
Can I re-open a mistakenly canceled eBay order?
What does this eBay error mean: You provided single-state sales tax data AND indicated that the item should use a tax table?
Will a second chance offer be left for bidders who bid under the reserve price?
For eBay, it is possible to have static variations that the buyer must choose?
I want to stop selling on ebay but I have open eBay listings, what can I do?
Is it possible to change a posting template from a fixed price format to auction format (or vice versa)?
Can I merge paid/unpaid eBay invoices?
Do you support testing on the eBay Sandbox
How do I require eBay to ask for a phone number?
How do I remove the 2nd eBay Category from an eBay listing?

Does ChannelAdvisor support the "Wait to Ship" status in Paypal as part of Paypal's Seller Protection on eBay program?

Yes, ChannelAdvisor does support the "Wait to Ship" status in Paypal, and we do this automatically for sellers.

When PayPal flags an order as "Wait to Ship", that order will not be marked as Payment Cleared in ChannelAdvisor until PayPal updates it. Thus, sellers should wait to ship an order until it has been marked as Payment Cleared in ChannelAdvisor.

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How do I resolve "Your PayPal email address was not found"?

If the seller is getting the error message from eBay that "Your PayPal email address was not found" then they will need to login to PayPal and select 'confirm your email address'. This will trigger an email to the email address on PayPal to confirm their PayPal account.

The listing error can then be deleted.

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Is there way to view all SKUs that don't currently have an open listing on eBay?

You can view SKUs that don't have an open listing on eBay by creating a filter in the All Products Beta View in Inventory. To do this navigate to Inventory > Products > All Products Beta. Click on the "Columns" Button. Add "Qty on eBay" column into the Visible Columns Section. Click on Save Filter. Then under the column "Qty on eBay" enter 0 and do a search and this will return a list of SKUs not listed on eBay. You can also export this file if needs be using Export Button at the top of the screen.

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Why are my items not listing to eBay when I have FBA quantity?

You may not be set up to post FBA items to eBay. You can see this by going to Inventory > Settings > Distribution Centers and clicking "DC to Site Mappings".
You will need to enable the appropriate marketplaces to be eligible fulfillment from the FBA quantity.

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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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How do I resolve an eBay "Unrecognized Field Name" error?

If you receive the error "Unrecognized field name: Ad ID,SKU,Ad Title,Ad Template,Posting Template,Ad Schedule,Category1,Category2,eBayStoreCategory1,eBayStoreCategory2":

This indicates a problem with the system interpreting your Ad Upload. It likely points to an issue with either the type of file you're uploading or the type of upload you're doing.

1. Ensure that you're uploading a tab-delimited file. Currently this is the only format we support for Ad Uploads.

2. Ensure that you're uploading the file from Marketplaces > eBay > Ads. You cannot upload an Ad Upload to Inventory > Products > Upload a File.

For more on Ad Uploads, see http://ssc.ChannelAdvisor.com/howto/bulk-ad-upload-field-reference.

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What locales are supported for eBay Strike Through Pricing?

This is currently only supported on eBay US, AU, CA, UK, and DE.

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What can cause this error message "Some or all of the posting templates you selected were not deleted, because an error occurred"?

The first thing to check is that are no Ads are assigned to the posting template. If there are ads assigned they'll need to be removed before you can successfully delete the posting template. The second thing to check is if the posting template is assigned to an active feed. To remove the Posting template from an active feed go to Marketplaces > eBay > Settings > eBay settings and under the Label Based Ad Management section. Click on configure beside the posting template name you want to delete. Set the following fields to "Please Select"
1) - Inventory Label:
2) - Posting Template
3) - Description Template:
4) - Standard Schedule:
Also enable the following option "Keep the open listings at eBay and leave the ads alone" Save and Exit.

Once that is complete you should be able to delete the posting template successfully.

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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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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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With the eBay Duplicate Listing Block enabled, can I have both an auction and a fixed price listing?

Yes, one listing of each listing type is allowed to post when you have this setting enabled. However, eBay's duplicate listing policy varies from site to site so you will want to verify the rules for the region in which you're listing. For example, eBay US and UK will not allow both a fixed price and an auction with a Buy It Now price for the same item but eBay AU will.

More information on the duplicate listing block in CA can be found here:

https://ssc.ChannelAdvisor.com/howto/avoiding-duplicate-listings-ebay

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Invalid Category Error when listing to eBay

This error is being returned because eBay requires that you check your eBay categories. Posting to category that may have changed will result in this error.

In this case, SKU: XXXXX is using AD ID: XXXXX and posting to category XXXXX, which is no longer valid on eBay. You will need to change the category in order to fix this issue. If you want to test this yourself, you can do the following:

1) Login to your eBay account
2) Click on Sell an Item
3) Click Browse Categories
4) Enter "XXXXX" which is the category you are using, in the Category number box
5) Click Enter
6) Here you will see that this category is or is not valid

You can go back out and select the category manually that you want to post to. Then you get the category number and paste it into the Ad details and you will have no further issue in listing. In order to add this to your Ad details, do the following:

1) Marketplaces > eBay > Performance > Errored Listings
2) Here enter you SKU "XXXXXX" and select SKU in the menu click search
3) Click on AD ID
4) In the box beside "First Marketplace Category" enter the new category
5) Save and exit.

Once this is completed, delete the posting errors and allow the schedule to repost the ads.

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When using eBay Automatic Revision, what happens if eBay does not allow the listing to be changed?

If eBay rejects the revision of the open listing, it will remain open with the previous data. Rejections can happen because

- the item is not allowed to be changed due to eBay restrictions outlined here: http://pages.ebay.com/help/sell/revising_restrictions.html
- the price is not allowed (such as being too low for a listing type)
- the open listing is missing information now required by eBay on all new listings (such as the Condition field).

At this time, if your revision fails due to something not price-related, we will attempt another revision with only price and quantity information. This will ensure that your price and quantities are always updated.

For those parts of the revision that failed, you will either need to wait for the listing to end and repost as new or go ahead and withdraw and repost the listing. To see if your open listings are encountering revision errors, these can be found in the Listing Errors view with a Status of "Listed" and a Severity of "Error."

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What is the minimum and maximum size for eBay images?

The recommended size for an eBay image is 1600. The current minimum is 500 pixels on the longest side and the maximum is 2500 pixels. There is also a resolution limit when sending images to eBay. That limit is 9,000 pixels maximum with width and height combined.

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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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Can I re-open a mistakenly canceled eBay order?

Currently, it's possible to re-open checkout for eBay orders that may be cancelled incorrectly before any payment updates are present. This can only be done in the legacy view.

1. Click into the Order details
2. Click View Old Page on the right hand side
3. Scroll down to Edit next to Payment Status
4. On the next page, click "View old version of this page"
5. On the old version of the page, for Payment Status, select "Mark as Payment Failed AND Reopen Checkout"
6. Back on the order details page, click the "Update from eBay" button to try and refresh the data from eBay (must be within 14 days of the order date)

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What does this eBay error mean: You provided single-state sales tax data AND indicated that the item should use a tax table?

eBay responded with the message:
Short Message: Tax table used.
Long Message: You provided single-state sales tax data AND indicated that the item should use a tax table. The single-state data was ignored and the tax table was used.


We often see this warning message when the both of these options are selected on the posting template/feed template:

- "Include shipping & handling in sales tax calculation"
AND
- "Use tax table configured in my eBay account"

The "Include shipping & handling in sales tax calculation" setting is related to single-state sales tax data only. It should not be enabled when using the tax table.

To avoid getting this warning in the future: clear out the mapping or uncheck the setting for "Include shipping & handling in sales tax calculation" on the posting template/feed template and save.

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Will a second chance offer be left for bidders who bid under the reserve price?

Second chance offers will be left for any under bidders whose bid was above the threshold price you indicate in the Sales > Settings view. This can includes bids that were above the threshold but below the reserve price. If you do not want second chance offers left for these bidders, then you will want to set your second chance offer threshold price greater than or equal to your reserve price.

You can review and change your Second Chance Offer settings in ChannelAdvisor under Sales > Settings. Scroll to the "Second Chance Offer Settings" section and select the price that you want to use as the lower threshold from the drop-down menu.

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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.

Yes, 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 request to our Support team 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. Our Support team can make a back-end update that will start creating those single-value dropdowns for future listings.

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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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Is it possible to change a posting template from a fixed price format to auction format (or vice versa)?

No, many different settings on the posting template can be edited, but you cannot change the posting format (or site name) of a template from Fixed Price to Auction format or from Auction format to Fixed Price. You will need to create a new posting template with the desired format instead.

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Can I merge paid/unpaid eBay invoices?

When an invoice is marked as paid, it can not be merged with another invoice paid, or unpaid. The error received is:

"Cannot update invoice when payment is cleared"

It is also not recommended to merge any unpaid eBay orders. eBay's checkout will combine multiple orders by the same buyer if that buyer chooses to pay for them together. Combining them in CA before eBay does so will interrupt the order update process between eBay and CA, which can lead to errors in your Message Center and payment information not properly updating in the All Sales view.

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Do you support testing on the eBay Sandbox

No we do not. The eBay sandbox is neither reliable nor comprehensive, with several features that don't work or work differently from the live site and require specialized knowledge to be successful in any form of testing. It is not a mirror image of the live eBay site, and as such is not completely valid for any form of system validation. Even with the elements that we use for our own development, frequently we have to do re-validation of that information against the live eBay site to make sure that things are working properly before opening it up to everyone.

If you wish to create listings for testing, you can do so through their live site. The official eBay policy about test listings is here:

http://pages.ebay.com/help/policies/listing-no-item.html

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How do I require eBay to ask for a phone number?

This setting must be configured directly in your eBay account.

- Log into your eBay account.
- Go to My eBay > Account > Site Preferences > Shipping Preferences.
- Select the option "Require phone number for shipping".
- Save.

When a buyer goes through checkout, they will be required to provide a phone number. That number will automatically be imported into CA along with the order.

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How do I remove the 2nd eBay Category from an eBay listing?

The 2nd eBay Category ID can only be removed by creating a new eBay Listing. You cannot remove the 2nd eBay Category from an existing listing via a revision. The listing must be withdrawn and relisted. See below for some additional pointers: -

* If a seller adds a 2nd eBay category to their eBay listing, they will be charged an extra fee for it.
* Just removing the 2nd eBay category from ChannelAdvisor is not enough.
* The 2nd eBay category, once applied, cannot be removed from a live listing via a revision. So the seller will continue to get charged for it, month after month, while the listing is live.
* This is an eBay limitation where they don't let you remove features with an extra fee from a live listing.
* The seller must withdraw the live listing and let us post a brand new listing.

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