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


eBay Paypal refund: Transaction refused; You can not do a partial refund on this transaction
Why are my eBay marketplace account settings expired and how can I fix it?
Where can I change our lead time to ship for our eBay listings?
Why aren't any of my eBay sales importing?
How can I bulk upload a fitment/compatibility list?
Can I make bulk updates to my eBay posting templates?
Can I update the ad template in an active eBay listings?
How do I resolve eBay orders not combining when it says "at least one of the invoices is in a status that prevents consolidation" ?
Why am I getting Error " Requires Unique Variation Specifics and Item Specifics"?
I use the eBay Automatic Revision feature. Why was the data not updated on my listing?
Some of eBay's Item Specifics use checkboxes. How can I send this?
What is the limit for eBay's custom item specifics?
Within eBay category selection tool, what does the numbers in the parentheses of a category option mean?
I am getting a Half.com error when listing to eBay.
Can I upload a bulk ad file via FTP?
Can you use Click & Collect with a listing that has a Best Offer Option?
How to identify orders consolidated by the Order Consolidation Setting for eBay
eBay Error: Portions of this listing cannot be revised if the item has bid or active Best Offers or is ending in 12 hours.
How do I get the zoom feature to work for my eBay images?
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?

eBay Paypal refund: Transaction refused; You can not do a partial refund on this transaction

PayPal responded with: Failure - Transaction refused; You can not do a partial refund on this transaction; Failure - CorrelationID: XXXX, RefundTransactionID:

If you've had other successful partial refunds for other eBay orders before, you can rule out a set-up or connection error between ChannelAdvisor and Paypal.

Instead, it's likely that Paypal has determined that it won't accept partial refunds for this order. They have a variety of circumstances where they'll sometimes refuse partial refunds, and when they do, Paypal will return this error message.

To get money back to the buyer, your two options are to either process a full refund or use the Send Money option in PayPal.

No votes yet

return to menu

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 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.

No votes yet

return to menu

Where can I change our lead time to ship for our eBay listings?

If your posting template uses Business Policies, the lead time to ship is determined through the Shipping Policy you've selected.

If your posting template uses Legacy Fields, it is controlled by the Handling Time field, in the Business Policies tab of the posting template. eBay only allows certain values in this field: 0, 1, 2, 3, 4, 5, 10, 15, and 20.

No votes yet

return to menu

Why aren't any of my eBay sales importing?

This is most commonly caused by invalid eBay credentials, either because you have changed the eBay information; revoked the CA ability to process on your behalf; or the credentials have expired after their 18 month validity cycle. In all of these cases, you will get account messages that your credentials will expire soon or have expired and need to be updated in order for us to process work on your behalf.

Account messages can be seen on the My Account > Messages > Message Center page where you can view the entire message, flag messages, or delete messages that you've already addressed.

Instructions for updating your eBay Credentials and retrieving a new token are below.

- Go to Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials.
- Click the "Modify" link under "Actions" next to the account you with 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.

Your rating: None Average: 1 (1 vote)

return to menu

How can I bulk upload a fitment/compatibility list?

This depends on two things:

- The format you're using for fitment.
- How you create your upload file.

There are two formats that can be used to add fitment information to an attribute in ChannelAdvisor so that it is accepted by eBay. The first is to use double carats (^^) to separate each entry and the other is to use a line break between each.

When using the ^^ method, all you need to do is submit each fitment entry separated by ^^. A benefit to using ^^ as your line break is that exporting manual fitment information on a SKU will not be missed as hard enters can cause values to be missed upon export.

If you are using line breaks, and creating your file using a spreadsheet program such as Microsoft Excel, you can hit Alt+Enter after entering each fitment value and then enter the next. This will put the next entry on a new line within that same cell.

If you are using a text editor to create your tab delimited file, you can put quotes around the field values with a carriage return after each so it looks something like this:

Inventory Number Attribute1Name Attribute1Value
FitmentTest1 Fitment "fitment1
fitment2"

No votes yet

return to menu

Can I make bulk updates to my eBay posting templates?

Yes, this can be done by a member of support.

In order for us to do this, you must change one posting template as an example, and then open a support case stating what changes you would like applied to all templates giving the changed template as an example.

Please note, that if you have automatic revisions enabled, then all your live eBay items will be updated with changes. Depending on how many items you have live, these changes can take up to 24 hours to process.

No votes yet

return to menu

Can I update the ad template in an active eBay listings?

Yes, with the automatic revision process for eBay, the ad template information will also be included with the revision.
So any changes to the ad template will be pushed to eBay with this feature enabled.

No votes yet

return to menu

How do I resolve eBay orders not combining when it says "at least one of the invoices is in a status that prevents consolidation" ?

Go to the All Sales view, pull up the invoice(s) and check the status using the Sales Status Log (green $ icon). Most of the time, the orders did not consolidate because one of the orders was manually updated or cancelled by a user before all orders were imported and eligible to combine. To verify, check out the order's Sales Status Log for any update not made by "ChannelAdvisor Automated Systems."

No votes yet

return to menu

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.

No votes yet

return to menu

I use the eBay Automatic Revision feature. Why was the data not updated on my listing?

In order for your listing to be updated, the change you made must have been done after the Revise Listings inventory sync feature was enabled. Also, if the revision was failed by eBay then you will not see any of the listing data update. You can see any errors returned by eBay on revisions by going to Marketplaces > eBay > Open Listings, searching for the listing or SKU and then clicking on the first icon in the Status column. This will bring up a log of the revision attempts for that item.

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

Some of eBay's Item Specifics use checkboxes. How can I send this?

In some eBay categories, instead of a dropdown list, they offer multiple values for a single item specific by checking off certain boxes. For example, when selling headlights, you may be given the option to choose Right Front, Right Rear, Left Front and Left Rear or some combination of these options.

You are able to send these values through a single attribute in ChannelAdvisor by simply separating each with a comma. So, using the example above, if your product fit just the Right lights, your attribute should contain:

Right Front, Right Rear

With the Item Specifics comma separated, eBay will interpret this as the equivalent of you checking off those two boxes and those values will appear on your listing.

No votes yet

return to menu

What is the limit for eBay's custom item specifics?

eBay is now limiting an individual listing to 25 item specifics values. This is a combination of both eBay-defined and user-defined custom item specifics. If more than 25 are requested for an individual listing, those exceeding the limit will be dropped to prevent an eBay error.

No votes yet

return to menu

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

No votes yet

return to menu

I am getting a Half.com error when listing to eBay.

eBay responded with the message:
Code: 17
Short Message: Item cannot be accessed.
Long Message: This item cannot be accessed because the listing has been deleted, is a Half.com listing, or you are not the seller.

This error indicates that eBay has removed the original listing and they are not allowing us to use it as the source for a relist to carry over your sales history. You will have to submit your new listing as a new item rather than using the Relist feature.

In order to get it live without trying to relist against the old value that is not allowed, you can choose the "Do not use relist" option on the Post Now operation so that your new corrected listing can go live.

No votes yet

return to menu

Can I upload a bulk ad file via FTP?

Yes, bulk ad uploads can be uploaded via FTP. Please place the file in the 'Ads' folder in the FTP directory.

More can be found on this file type here: http://ssc.ChannelAdvisor.com/howto/bulk-ad-upload-field-reference#

No votes yet

return to menu

Can you use Click & Collect with a listing that has a Best Offer Option?

Click & Collect will not be added to listings that have a Best Offer option or are auction format. Best offer is set on the posting template level. See attached link for some additional information - http://sellercentre.ebay.co.uk/click-and-collect

No votes yet

return to menu

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.

No votes yet

return to menu

eBay Error: Portions of this listing cannot be revised if the item has bid or active Best Offers or is ending in 12 hours.

This error can be returned if a revision attempt is made and your eBay seller account has active best offers that haven't been responded to. To resolve the issue, please respond to the best offers. Please note, the best offers submitted are not available in ChannelAdvisor. If you wish to review each offer, you will have to do so in the eBay interface. You can find out more about eBay best offers here: https://ssc.ChannelAdvisor.com/howto/best-offer-automation

This error will also be reported if the listing was originally posted with the Best Offer option enabled, and since then, the Best Offer option has been disabled in the ChannelAdvisor Posting Template. You will need to re-enable this feature if this is the case. Please follow these steps to re-enable this feature:

1) Go to Marketplaces > eBay > Product Mapping > Posting Template and select the template the listing is assigned to. For eBay QuickStart users, you will just select your feed template.

2) Select the "Selling Preferences" tab

3) Select the "Listing Accepts Best Offers" field and enter the value of "on"

This re-enables the Best Offer option for SKUs assigned to this template. Remember to delete the listing error after you have resolved the issue.

No votes yet

return to menu

How do I get the zoom feature to work for my eBay images?

The zoom feature on the eBay images shown at the top of the listing is part of picture pack which is free and included when posting to eBay.

eBay recommends at least 1600 pixels on the longest side in order for the zoom to function properly. If the zoom feature is not working in a particular listing, check the size of the images and make sure they meet the size requirements.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

return to menu

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.

No votes yet

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