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 & Auctions QuestionsI have closed listings showing in the Open Listing view. How can I fix that?Is it possible to bulk modify SKU names in CA?How do I change my Handling/Dispatch Time when using eBay's Business Policies?What should I do when I see this error; "Sorry, we are unable to complete your request due to an internal server error"?What are the different eBay Powerseller levels?Is there a way to bulk upload price changes for open listings?Can I close an open eBay item early and still sell it to the highest bidder?If there is an error on a revision to my eBay Listing, will any of my changes revise successfully?How do I match an item using an ePID?How do I remove the ChannelAdvisor token from eBay?Is there a way to export the eBay Catalog Information for my products?How do I override eBay's shipping calculations with a specific shipping amount for one buyer?I use the eBay Automatic Revision feature. Why was the data not updated on my listing?How do I require eBay to ask for a phone number?Why do MPN, Brand and UPC (Product Identifier section) disappear from an eBay listing?.Can I use eBay accounts in different countries in the same posting account?Is it possible to send a single child to eBay as a multi-variation listing?Not all my Fitment / Parts Compatibilities listing on eBay?How long can I process a refund for with PayPal after payment has been made with a eBay order?Why is Immediate Payment not combining orders on eBay?How long do I have to file a dispute for an eBay order?What eBay Marketplaces are supported by ChannelAdvisor?How can I update my schedule to not be charged the new eBay fee for auctions less than 5 days?"Shipping Service is Required" error when using Local PickupWhy are my eBay marketplace account settings expired and how can I fix it?
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.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.return to menu
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.
How do I change my Handling/Dispatch Time when using eBay's Business Policies?
When using eBay's Business Policies, your handling/dispatch time will be configured as part of your shipping policy in your eBay account. To edit this value, access the following location in your eBay account: return to menu
My eBay > Account > Business Policies
For more information on Business Policies, check out
What should I do when I see this error; "Sorry, we are unable to complete your request due to an internal server error"?
This error can be caused by a number of issues. One of the most common issues is with an Advanced filter. The Advanced Filter could have an issue pulling information or something may have changed to cause the filter to become invalid. return to menu
A possible solution to this issue would be to reset the advanced filters. To do this:
- Go to My Account > Account Settings > Advanced Filter.
- Click "Set Default Settings for each View".
- Scroll down to the bottom of the page and click "Save and Exit".
If this does not work please open a case with Support here; http://ssc.ChannelAdvisor.com/support/create-case
What are the different eBay Powerseller levels?
There are five Powerseller levels based on annual sales/number of transactions: return to menu
- Bronze: $3,000 or 100 transactions
- Silver: $36,000 or 36,00 transactions
- Gold: $120,000 or 12,000 transactions
- Platinum: $300,000 or 30,000 transactions
- Titanium: $1,800,000 or 180,000 transactions
eBay has specific criteria for becoming and maintaining a Powerseller status. A useful overview of the Powerseller program may be found here:
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.return to menu
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.
Can I close an open eBay item early and still sell it to the highest bidder?
When you close a sale early on eBay that has bids they give you the option of selling the item to the highest bidder anyway. You cannot currently do this when you close an item early through CA. If you close the item early directly on eBay and sell it to the current high bidder, we will pick up the sale and invoice it normally in your account.return to menu
If there is an error on a revision to my eBay Listing, will any of my changes revise successfully?
The way that the revision process works is that all changes for a listing are grouped together in a batch. This batch is then sent to eBay and applied to the listing, basically rebuilding it. If any of the changes in that batch are rejected by eBay then the entire batch fails. When this occurs, we will then send another revision with just price and quantity so that information remains current. return to menu
One exception to this rule is that if eBay rejects the request because the title may not change, then the request is resubmitted with ALL of your changes except the new title.
How do I match an item using an ePID?
You can use your ePID with the standard catalog lookup functionality in your posting template. While it is not necessary to manually look up an ePID to list an item in the eBay catalog, some sellers prefer to do that to ensure they have the correct item. If you choose to do that, just configure the ePID in the catalog search term item and it will work the same.return to menu
How do I remove the ChannelAdvisor token from eBay?
To sever the communication between CA and eBay or any other third party and eBay:return to menu
- 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.
Is there a way to export the eBay Catalog Information for my products?
Go to Marketplaces > eBay > Product Mapping > eBay Catalog Mapping. return to menu
Click the "Export eBay Catalog SKU Mapping Data" link and on the next page choose the fields you require and click "Export".
How do I override eBay's shipping calculations with a specific shipping amount for one buyer?
If you have a special case for a single user that needs different shipping rates than the standard calculation methods, you can override the shipping amount for that buyer by manually configuring the shipping rate for that order in your eBay account. This is only available before the buyer has completed the eBay Checkout process. In order to apply a special rate for the transaction:return to menu
* Go to the seller's My eBay at ebay.com and find the specific transaction
* Click the "Send Invoice To Buyer" option
* Select the approrpiate shipping option and enter the amount for shipping/postage
The buyer will receive an email from eBay with a link for the eBay Checkout. When they follow that link and go through the checkout process, the special shipping rate will be applied to the transaction. That shipping carrier option and rate will be imported with the order details into your ChannelAdvisor order record.
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.return to menu
More information on the eBay Automatic Revision feature can be found here:
How do I require eBay to ask for a phone number?
This setting must be configured directly in your eBay account.return to menu
- Log into your eBay account.
- Go to My eBay > Account > Site Preferences > Shipping Preferences.
- Select the option "Require phone number for shipping".
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.
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.return to menu
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.
Can I use eBay accounts in different countries in the same posting account?
At this time, you cannot. You must use eBay accounts in the same locale as your posting account. You can request a new posting account here: http://ssc.ChannelAdvisor.com/support/common-requests/request-new-posting-accountreturn 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.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.return to menu
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.
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. return to menu
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.
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.return to menu
How long do I have to file a dispute for an eBay order?
This depends on the type of dispute you wish to file. return to menu
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
What eBay Marketplaces are supported by ChannelAdvisor?
ChannelAdvisor currently supports the following eBay marketplaces: return to menu
eBay United States
eBay United Kingdom
eBay Hong Kong
How can I update my schedule to not be charged the new eBay fee for auctions less than 5 days?
With eBay's 2015 Spring release, eBay will be charging a $1 fee for all auction listings that are 1- or 3-day duration (http://pages.ebay.com/sellerinformation/news/springupdate2015/fees-and-features.html)return to menu
We wanted to make you aware of this so that you can update your schedules to use longer duration auctions.
This can be done by following these steps:
1 - Go to Marketplaces > eBay > Product Mapping > Schedules
2 - Click on the 'columns' button
3 - Move duration to the 'visible columns'
4 - Click on the schedule name for any schedule that shows a duration of 1 days or 3 days and update the duration to 5 days, 7 days, 10 days or 30 days
After the duration has been updated, any current listings will not have the duration changed as the duration cannot be updated through a revision. Any new listings posted after May 1st will be charged the new fees from eBay.
If you have any questions or need assistance with updating your schedules, please create a case with our support team.
"Shipping Service is Required" error when using Local Pickup
You may see eBay return some combination of the errors and warnings below when configuring the "Local Pickup" shipping carrier in combination with with "Will NOT ship" option in the Accepted Shipping Methods section. return to menu
The solution is to remove the "Local Pickup" shipping carrier option either from your shipping policy within eBay. If you are not yet using business policies at eBay, you would need to remove "Local Pickup" from your posting template's shipping carrier section. "Local Pickup" should only be used when also offering other shipping methods.
eBay responded with the message:
Short Message: A shipping service is not specified.
Long Message: At least one valid shipping service must be specified.
eBay responded with the message:
Short Message: ShippingDetails dropped
Long Message: All Shipping Details have been dropped because item will not be shipped.
eBay responded with the message:
Short Message: Item will not be shipped.
Long Message: The shipping info is not applicable if shipping location "None" is provided on item level. <ShippingServiceOptions> container is ignored.
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. return to menu
To renew your token:
- Go to Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials.
- Click the "Modify" link under "Actions".
- Beside "Token:", click the "here" link to update your token.
- 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.