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 QuestionsHow do I revise my Item title on eBay?How do I accurately calculate tax for my buyers in eBay Checkout?What are eBay's requirements for an image?Can I submit multiple auction listings with the eBay Duplicate Listing Block enabled?What does the error "adid is required" for an ad upload mean?Can I manually send Second Chance Offers?When using eBay Automatic Revision, what happens if eBay does not allow the listing to be changed?How do you remove eBay credentials from a posting account?Why are my eBay marketplace account settings expired and how can I fix it?How do I set up promotional shipping for my eBay items?What is the maximum length of an item title for an eBay listing?How do I use the Border or Highlighted Listing feature for my eBay listings?Can I withdraw an ad and decrease inventory with one upload?What shipping carriers are supported for Get It Fast?What does "Code: 12017 Short Message: Category entered is not catalog enabled. Long Message: Category entered is not catalog enabled." mean?How can I revise the Condition of my ebay listings?I need a phone number for shipping. How can I make sure I always get a phone number from buyers?How Does ChannelAdvisor handle eBay listings from another tool?Can I change the eBay title for open listings?Why am I getting an eBay error code 37 - Input data is invalid?When will payment and shipping information from eBay be added to my order in ChannelAdvisor?What eBay Category will take precedence upon posting?Does ChannelAdvisor support eBay Scheduled Listings?Does ChannelAdvisor support eBay's new Global Shipping ProgramIs it possible to do an export of the posting templates?
How do I revise my Item title on eBay?
You can revise an item title on eBay live listing if:return to menu
- No sales or bids have been made
- The item has more than 12 hours left before closing
If your listing does not meet those requirements, eBay will not allow the title to be revised per their restrictions here: http://pages.ebay.com/help/sell/revising_restrictions.html. The only way to change the item title in this case is to remove the live listing and relist the item again.
How do I accurately calculate tax for my buyers in eBay Checkout?
Tax is calculated based on the rates submitted to eBay with the listing or the rates configured in the eBay Tax Table for the account. See the SSC pages on eBay Tax Calculation for more details.return to menu
What are eBay's requirements for an image?
eBay is now setting a number of requirements on pictures that sellers have to implement by Fall 2012. These include a requirement to provide a picture, minimum size, removal of excess decoration on the image, and restrictions on use of stock images from the eBay Catalog:return to menu
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)
Can I submit multiple auction listings with the eBay Duplicate Listing Block enabled?
No. The multiple listings will be seen as duplicates and will be blocked. If you are submitting multiple auction format listings within the eBay policy, you will need to disable this option in order to send the duplicate listings.return to menu
More information on the duplicate listing block can be found here:
What does the error "adid is required" for an ad upload mean?
This error occurs when you are creating an ad upload file but you have not input the "Ad ID" column. This column is required if you are updating or uploading ads. If you are only uploading new ads, input a "0" for each sku. This will tell the system that you are creating a new ad for the sku.return to menu
Can I manually send Second Chance Offers?
You can send Second Chance Offers (SCOs) for your listings manually using the Marketplaces > eBay > Performance > Closed Listings view. To do this, go to your Marketplaces > eBay > Performance > Closed Listings view and select the auction you wish to send an offer for, then click the "2nd Chance Offer" button in the toolbar at the top of the page. You can then enter a threshold price and any bidder for that item who bid over that threshold price will receive a Second Chance Offer as long as quantity is available and the bidder has not opted out of receiving second chance offers.return to menu
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 return to menu
- 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."
How do you remove eBay credentials from a posting account?
Go to Marketplaces>eBay>Settings>eBay Settings; click 'Modify' under the 'Actions' column. Un-check all the marketplaces (eBay Auction US, eBay Fixed Price US, etc...) shown. Click 'Save'.return to menu
Why are my eBay marketplace account settings expired and how can I fix it?
In order to post and close listings to eBay on your behalf, eBay requires the use of something called a "token". This token expires every 18 months, so you will occasionally need to renew your token. return to menu
To do this, you will need to go to the Marketplaces > eBay > eBay Settings > eBay Marketplace Credentials page and click the "Modify" account link.
You will then see "Click here if you need to update your token." Through this link you will log into your eBay account and confirm with eBay that we can post and close listings on your behalf once more.
How do I set up promotional shipping for my eBay items?
To offer promotional shipping on your eBay items, you will need to first sign into your eBay account and create a promotion there. The Promotional Shipping Rule setting is located under My eBay > Account > Site Preferences > Shipping Preferences > Offer Combined Payments and Shipping > Promotional Shipping Rule.return to menu
Once configured at eBay, you will need to enable promotional shipping on your CA posting templates. There are two settings:
- Allow Promotional Shipping Discount for Domestic Buyers if enabled at eBay
- Allow Promotional Shipping Discount for International Buyers if enabled at eBay
Once chosen, your listings will be revised to include these promotions.
(Promotions are different from combined shipping discount profiles. Those instructions can be found here: http://ssc.ChannelAdvisor.com/howto/using-ebay-shipping-discount-profiles).
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. Here are some additional tips for eBay item titles:return to menu
Here are some elements of an effective title:
* Use multiple, descriptive keywords that clearly convey what you are selling. Use all 80 characters.
* Include your item's brand name, artist, or designer.
* Include item-specific attributes. For example, if selling shoes, include size, color, and condition.
* State exactly what your item is, even if your title repeats the category name.
* Omit punctuation marks and asterisks
* Try not to include "wow" or "look." Buyers don't search for words like these.
* Don't worry about creating a grammatically correct sentence.
* Don't overuse acronyms.
* Don't use all caps.
How do I use the Border or Highlighted Listing feature for my eBay listings?
The Highlighted and Border features may not be available for all eBay posting locales any more, you will need to check the feature box in the Additional Features section of your posting templates to see what is available.return to menu
Can I withdraw an ad and decrease inventory with one upload?
If you enable the eBay setting for oversell avoidance (Marketplaces > eBay > eBay Settings > Listings) the listings will be automatically withdrawn if the available quantity goes negative.return to menu
When you send your file setting the quantity to 0, be sure to use the 'unshipped' quantity update type and the open listings will be subtracted from the total (0) to create a negative available quantity. This will in turn pull down your listings for that sku. For more information on oversell avoidance please check here: http://ssc.ChannelAdvisor.com/howto/oversell-avoidance-ebay-listings
If you are not comfortable with this method or you do not use the Oversell Avoidance Feature, then you can use the Bulk action upload (https://ssc.ChannelAdvisor.com/howto/bulk-upload-inventory-actions) to withdraw and block the items; and then adjust the quantity afterwards.
What shipping carriers are supported for Get It Fast?
In order for your listing to qualify with the Get It Fast feature, you will need to configure certain 1 day shipping carriers in the posting templates with shipping rate specified and also have the BIN option on the auction. Here are the shipping carriers that are currently supported:return to menu
US Postal Service Expesss Mail
UPS Next Day Air Saver
UPS Next Day Air
What does "Code: 12017 Short Message: Category entered is not catalog enabled. Long Message: Category entered is not catalog enabled." mean?
Your ad has picked up a catalog item from the eBay catalog and is submitting that to eBay with your listing. It may be that the catalog you're using no longer allows catalog items at eBay or the category has been changed to a new category that doesn't support catalog items. return to menu
The easiest solution here is to remove any catalog mapping you have and either manually search for a new one or let a new catalog item be automatically mapped based on your configured options.
How can I revise the Condition of my ebay listings?
Go to Marketplaces > eBay > Performance > Open Listings, select the listing you want to revise and click "Revise Listing" and ChannelAdvisor will do this for you automatically. Any time you update your SKUs or templates going, a revise will be sent to eBay to update all associated live listings. return to menu
You can find more about both methods in the "Automatically Revising Open Listings" section of http://ssc.ChannelAdvisor.com/howto/revising-open-listing.
I need a phone number for shipping. How can I make sure I always get a phone number from buyers?
eBay added a new feature in May 2011 to allow a seller to require a phone number from buyers. Log in to your eBay account and go to:return to menu
My eBay > Account tab > Site Preferences > Shipping Preferences
Select the option named "Require phone number for shipping" and save that setting. Buyers going through eBay Checkout will now be required to provide a phone number to complete checkout. The phone number will be automatically imported into the order information when the buyer completes checkout.
How Does ChannelAdvisor handle eBay listings from another tool?
In short, ChannelAdvisor Complete cannot invoice orders that were listed outside of CA.return to menu
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 but 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 shippng 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.
Can I change the eBay title for open listings?
Currently, there is no way to change the titles on open listings through CA. You can change the title directly at eBay, but there are certain restrictions. To review these restrictions, please see http://pages.ebay.com/help/sell/revising_restrictions.html. You can perform these revisions either at the individual listing level or by following these directions for a bulk update: http://pages.ebay.com/help/sell/bulkedit.html#revisions.return to menu
Why am I getting an eBay error code 37 - Input data is invalid?
The error you are receiving is as follows:return to menu
"eBay responded with the message:
Short Message: Input data is invalid.
Long Message: Input data for tag [Item.PictureDetails.PictureURL] is invalid or missing. Please check API documentation."
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.
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.return to menu
What eBay Category will take precedence upon posting?
In all cases, the Ad level will take priority over the posting template or SKU level attributes.return to menu
Does ChannelAdvisor support eBay Scheduled Listings?
The eBay Scheduled Listings functionality is now available. While not relevant to most users, it can be useful for Daily Deal promotion listings. If you would like to use this functionality, please contact your Account Manager or the Customer Support team.return to menu
Does ChannelAdvisor support eBay's new Global Shipping Program
Yes, ChannelAdvisor does support the new GSP feature on eBay. The fields to configure this can be found on your posting templates. For full information, please go to https://ssc.ChannelAdvisor.com/howto/using-ebay-global-shipping-program.return to menu
Is it possible to do an export of the posting templates?
No unfortunately this is not possible.return to menu
You can however export most of the information needed from the Ads view. Generally most users (especially with automatic matching for item specifics (http://ssc.ChannelAdvisor.com/howto/using-automatic-matching-ebay-item-specifics) and automatic item specifics for variation listings(http://ssc.ChannelAdvisor.com/howto/using-automatic-item-specifics-creation-ebay-variation-listings)) have a small number of posting templates so it wouldn't be that many elements to review and manage.