Support Hours
U.S. & North America
Mon-Fri: 8 AM - 8 PM ET

Europe
Mon-Fri: 8 AM - 1 AM GMT

Australia, Asia, Pacific
Mon-Fri: 8 AM - 5 PM DST

Twitter Feed


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 »



eBay Checkout
Feedback 
Posting Errors 
Products 

eBay & Auctions Questions


Why am I getting an eBay error code 21916587 - Missing name in name-value list?
I turned off the UPI Assistant on eBay. Why am I seeing errors?
How Can I Bulk Flag Ads?
Why does the price on the listing at eBay not match the price in the Open Listings view?
What is the difference between {{MARKETPLACEUSER}} & {{SELLERUSERNAME}} invoice tags for eBay orders?
Is there a character limit for eBay Item Specifics?
How do we handle Variation Images?
Why are my custom eBay Store categories not showing up correctly on eBay?
Is it possible to send a single child to eBay as a multi-variation listing?
What is the eBay Stock Photo option?
Not all my Fitment / Parts Compatibilities listing on eBay?
Is there a way to bulk upload price changes for open listings?
What are eBay's requirements for an image?
I have closed listings showing in the Open Listing view. How can I fix that?
I am changing my eBay user name. What should I do?
Is it possible to bulk modify SKU names in CA?
How does our flagging process work with eBay ads?
Why is the eBay "Fast 'N Free" logo not displayed in my listings?
Can I specify countries like New Zealand as a ship to country for eBay?
What does the warning, "The configured category value of 'XXXX' is not a valid category for eBay listings" mean?
What causes the alert, "A sale for eBay item ID XXXXXXXXXXXX could not be imported because there is no open listing"?
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 do I set a buffer on my eBay schedules?

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.

No votes yet

return to menu

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 marked as paid before the change will still use eBay's UPI Assistant rather than our dispute process. This should correct itself in a few days as these orders are taken care of.

No votes yet

return to menu

How Can I Bulk Flag Ads?

Unfortunately, we don't have flags on ads. We have flags on SKUs, and we happen to display the same flag on the ad in the ads view.

There is currently not a way to flag Ads independently of SKUs. Bulk changes to flags on the underlying SKUs can be applied by way of a number of methods, for example, via inventory upload file.

No votes yet

return to menu

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

No votes yet

return to menu

What is the difference between {{MARKETPLACEUSER}} & {{SELLERUSERNAME}} invoice tags for eBay orders?

The invoice template tag 'Marketplace Seller Username' ({{SELLERUSERNAME}}) can be used to display the eBay username on an invoice. This can be used to distinguish between multiple eBay usernames/eBay stores from the same posting account.

The invoice template tag 'Marketplaces User ID' ({{MARKETPLACEUSER}}) is used to display the buyer's ID who made the purchase.

No votes yet

return to menu

Is there a character limit for eBay Item Specifics?

Yes. eBay Item Specific values cannot exceed 50 characters. If they do, your value will be truncated.

Also, when creating custom Item Specifics through ChannelAdvisor, the Item Specific name (i.e. Color, Size, etc.) cannot exceed 40 characters in length.

No votes yet

return to menu

How do we handle Variation Images?

eBay has limited the number of images that can be submitted for variations and allows different images on one of the variation options. By default, we will submit the one image for each separate value for the variation of Color or Shade if that Item Specific is included on your listing. An additional image will be submitted as the main product image and come from the Parent SKU specified in the first Picture URL. For example, if you submitted an item with black, grey, and green options, there would be three images submitted -- one for black, one for grey, and one for green. This image is used for all of the children that represent that value, so a Large Green item would have the same image as a Small Green item.

When a buyer selects a child product from the dropdown list from the listing on eBay, the images automatically update to associate with the color they have selected.

If you are not passing the attribute of Color or Shade then we will pass the Parent SKU image specified in the Picture URL field noted on the Posting Template.

If there is no image configured on the Parent SKU, then a random image in that image placement on the inventory item will be used as your Gallery image.

You may submit multiple images for each of these options using the eBay Picture Services features. If you have multiple images configured for your items and configured on the posting template to be submitted to eBay then all of the images will be submitted for each of the children as well as for the parent item. These images will all be available for the buyer at the top of the eBay listing. For more information, see the Using eBay Picture Services with ChannelAdvisor Listings page.

Your rating: None Average: 2 (2 votes)

return to menu

Why are my custom eBay Store categories not showing up correctly on eBay?

If your custom Store Categories for eBay are not displaying correctly on eBay, then it usually means that your eBay store settings are set up to display the eBay categories instead of your custom store categories. You can change this within your eBay account.

This can be done by going to your My eBay page and then go to:

Manage My Store>See More (Under store recommendations)>Then click the "change" link next to the "Use eBay categories to automatically categorize and display listings in your Storefront." option. Finally, select Store categories instead of eBay categories.

No votes yet

return to menu

Is it possible to send a single child to eBay as a multi-variation listing?

No, it is against eBay's rules to have a single child submitted as a variation listing. Thus, we require two or more child items to create a variation listing. When there is only one child available, it is submitted as an individual listing in accordance with eBay's policies.

Your rating: None Average: 1 (1 vote)

return to menu

What is the eBay Stock Photo option?

You can choose to use the eBay Stock photo option for the gallery image in the settings of the posting template. What this will do is take a stock photo from eBay's system for the item you are posting based on the search criteria you specify in the pre-filled item specifics for that ad. In the posting template settings, you will need to check the box for "Use Stock Photo For Gallery?" located in the "eBay Pre-filled Item Specifics (Catalog)" section. If you do not wish to use the Stock Photo option then you can leave this option unselected and use the normal gallery option with any image you wish to use.

No votes yet

return to menu

Not all my Fitment / Parts Compatibilities listing on eBay?

When you submit manual fitment values to eBay, they will drop any that are invalid from the listing. As long as some fitment information is valid, the item will list with those that are accepted. In most cases, eBay will respond with a Warning message letting you know that some values have been dropped. You can find these warnings in Marketplaces > eBay > Listing Errors. If none are valid, an error preventing the listing from posting will be displayed in the Listing Errors view.

If you do receive these errors, you should check the official eBay Master Vehicle List to update your fitment values to what eBay will accept.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

I am changing my eBay user name. What should I do?

If an eBay account has simply had its name changed, no action is needed as all of the information on the back end is still the same. We will automatically update this in our system the next time the eBay token is updated or renewed. If you wish to update the token immediately:

- 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.

Only if you are switching to a brand new account should you use the "Add New" option on the eBay Credentials page.

Your rating: None Average: 5 (1 vote)

return to menu

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.

Your rating: None Average: 5 (2 votes)

return to menu

How does our flagging process work with eBay ads?

Here is the expected behavior when adding or removing flags from SKUs and/or eBay ads.

Adding a flag:
- to a SKU through All Products does NOT add a flag to the ad.
- to a SKU through an Upload does NOT add a flag to the ad.
- to a SKU through the Edit Item page DOES add a flag to the ad.
- to an ad DOES add a flag to the SKU.

Removing a flag:
- from a SKU through All Products does NOT remove a flag on the ad.
- from a SKU through an Upload does NOT remove a flag on the ad.
- from a SKU through the Edit Item page DOES remove a flag on the ad.
- from an ad DOES remove a flag from the SKU.

Your rating: None Average: 1 (1 vote)

return to menu

Why is the eBay "Fast 'N Free" logo not displayed in my listings?

There are specific requirements that need to be met in order for the Fast N Free logo to be eligible for display in a listing. The list of requirements for Fast 'N Free can be found here: http://pages.ebay.com/sellerinformation/ship-smart/advanced-shipping/attract-more-buyers/fastnfree.html

The settings alone, however, do not control whether the logo is displayed or not. The eBay Fast 'N Free logo is something that eBay evaluates after the listing is posted. If all of the criteria are met, it means the Fast 'N Free logo can appear in the listings based on eBay's evaluation and calculations.

No votes yet

return to menu

Can I specify countries like New Zealand as a ship to country for eBay?

This is a limitation (and an odd quirk) on eBay's side. For some reason, there are a few regions that they do not consider to be part of the larger region group. For example, they do not consider New Zealand to be a part of the larger "Asia" group. As such, the only way to offer shipping to these locations is to offer "Worldwide" as an option.

If you do go this route and you have certain countries you don't want to ship to, you can alter either your eBay or ChannelAdvisor posting template settings to exclude them. Here's how: https://ssc.ChannelAdvisor.com/howto/using-ebay-excluded-countries-list.

No votes yet

return to menu

What does the warning, "The configured category value of 'XXXX' is not a valid category for eBay listings" mean?

From time to time, eBay will update categories unannounced. Usually these instances involve eBay's category number for the existing category. These changes are hard to see and can sometimes be the reason for an error message that is otherwise unclear. The following Warning message will be generated when a category should be updated:

"The configured category value of 'XXXX' is not a valid category for eBay listings."

When this warning is seen, the eBay category needs to be updated.

For eBay Custom users, click the Ad ID and then "select a 1st category" to re-select the category and supply the updated category number.

For eBay QuickStart users, the category will be updated on the SKU using the EBAY_CATEGORY_ID attribute.

Updated category numbers can be seen via eBay's Sell Your Item form, or Support can export all current categories from an eBay site (US, UK, etc).

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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

No votes yet

return to menu

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.

Your rating: None Average: 5 (1 vote)

return to menu


Enter Keywords:
Get Started with Support
  1. Subscribe to System Alerts
  2. Release Notes
  3. Join the Forum Community
  4. Keep up to date with industry news via Our Blogs
  5. Follow us:  Twitter, Facebook and Youtube