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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


Is it possible to do an export of the posting templates?
Does the primary image slot need to have a value specified for variation listing images to change?
When using eBay Automatic Revision, what happens if eBay does not allow the listing to be changed?
How can I resolve the error "The ad template body cannot contain more than 100000 characters"?
How does our flagging process work with eBay ads?
Can I exclude certain countries from eBay?
What does this eBay error mean: The selected shipping policy must have the same currency as the listing?
Why are my items not listing to eBay when I have FBA quantity?
How do I revise my eBay gallery image?
Is eBay Austria supported?
Why is the eBay "Fast 'N Free" logo not displayed in my listings?
Why are my eBay marketplace account settings expired and how can I fix it?
Can the Out of Stock Control setting be removed via a revision?
How can I limit how many Second Chance Offers Marketplaces sends out?
Can I set my eBay listings to same day handling?
How long does the buyer have to respond to a mutually agreed on eBay dispute?
Can I use business rules on my eBay posting template?
Can I manually revise an open listing?
What do I do in ChannelAdvisor if I renamed my eBay account?
Why am I getting Error " Requires Unique Variation Specifics and Item Specifics"?
Can I disable Duplicate Listing Block setting to let a single duplicate through and then re-enable it to prevent others from being submitted?
How will data changes from eBay Automatic Revisions be shown on my listings?
What is eBay Giving Works?
Does blocking an item withdraw the associated eBay listing?
I turned off the UPI Assistant on eBay. Why am I seeing errors?

Is it possible to do an export of the posting templates?

This feature is not available at this time. If you would like to see it added, please submit your request to our product managers by clicking the "Feedback" link in the top right corner of the platform.

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Does the primary image slot need to have a value specified for variation listing images to change?

Yes our system relies on this being populated in that primary image slot. For example the first one configured on the posting template, in order for us to send all of the images for a variation. So the image slot ITEMIMAGEURL1 must have an image specified for the images to change on a variation listing.

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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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How can I resolve the error "The ad template body cannot contain more than 100000 characters"?

This is a system limit and there is no way to change this currently. However there are a couple of things you can do to get under the limit. The first is that blank spaces do count towards the limit, so the easiest thing is to just go through the code and remove any large blank spaces until you are under the limit.

The other option is to take advantage of template tags. If you have parts of your templates that will not ever change you can enter the code for that into a global template tag in Marketplaces > eBay > Settings > Template Tags page and then just mark that it contains HTML. Then just replace the code in your ad template with this one tag and it will dynamically pull in the code from the tag when it compiles the template.

Either of these options or a combination will help you to get under the character limit.

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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.

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Can I exclude certain countries from eBay?

Yes, you can exclude countries from all your eBay listings across your entire account or you can exclude countries from just specific listings.

In order to exclude countries, this setting must be enabled within your eBay account: "Block buyers in locations to which I don't ship Buyer Requirement". To enable the option, log in to your eBay account and go to My eBay > Account > Site Preferences > Selling Preferences > Buyer Requirements. You'll also want to make sure that you select this: "Apply above settings to active and future listings."

If you plan on blocking the same countries for all of your products, use the exclusion list in eBay. Log in to your eBay account and navigate to your My eBay > Account > Site Preferences > Selling Preferences > Shipping Preferences. Select the Exclude shipping locations from your listings option to configure your exclusion list. This will automatically be applied to all future listings, regardless of whether you exclude countries on your posting template.

If you want to exclude different countries from different listings, please set up the 'Excluded Region List' directly on your posting template in ChannelAdvisor and save your posting template. All the listings assigned to that posting template will then exclude the countries from that list.

For a comprehensive overview, please see this SSC article: https://ssc.ChannelAdvisor.com/howto/using-ebay-excluded-countries-list

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What does this eBay error mean: The selected shipping policy must have the same currency as the listing?

This error is mainly specific to the eBay Canada locale. When posting from ChannelAdvisor, the currency will always be in Canadian Dollars. On the eBay site, you have the option at the listing level to select US or Canadian dollars and at the Business Policy level as well. If the assigned shipping policy in ChannelAdvisor has the currency set to US in the policy settings on eBay, then this error will be returned. The shipping policy will need to be edited and changed to Canadian currency.

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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 do I revise my eBay gallery image?

If your eBay gallery image is not showing on eBay, the best thing to do is to revise the image so the gallery image will re-generate. The one issue here is that if the gallery image was sent to eBay originally then you will need to revise the image to a different image first. The reason for this is that if there is no change, then eBay will not consider it a revision and will leave the image alone.

You can do this with the Automatic Revise setting by changing the image URL in the SKU (or reference a new tag in the posting template). Once that is saved, a revision will be triggered. Saving the posting template, even with no change, will queue the change detection and scan all ads/SKUs assigned to the template.

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Is eBay Austria supported?

eBay Austria is now supported since our October Release 2015. Other locales available since this release also are - Hong Kong, Singapore, and Switzerland and these have been added as countries within the ?Add a New Country? page located at My Account > Add a New Country.

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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.

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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 "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.

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Can the Out of Stock Control setting be removed via a revision?

eBay does not allow the Out of Stock Control option to be removed once it has been added to a listing. The open listing must be ended and a new listing submitted after the Out Of Stock Control setting has been disabled.

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How can I limit how many Second Chance Offers Marketplaces sends out?

Anyone whose bid is above the threshold you've configured for Second Chance Offers will get the SCO at the price he/she bid for the item. The only way to limit the number of Second Chance Offers that are sent out is to limit the quantity of items available in your account.

That being the case, in order to make sure only one Second Chance Offer goes out for an item, you would need to have only a quantity of 2 for that SKU (1 for the actual listing and 1 for the Second Chance Offer).

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Can I set my eBay listings to same day handling?

Yes, eBay supports same day dispatch for sellers that can ship the same day the order is received.

In order to properly set expectations for this, eBay needs to know the daily cutoff time for shipping. Make sure that you calculate a time that leaves a sufficient buffer for the order to be imported from eBay, processed by your system and still make the daily shipping cutoff time for your business.

To do so, please configure the daily cutoff time directly at eBay in your seller account, then update your posting templates to have a 0 day handling time.

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How long does the buyer have to respond to a mutually agreed on eBay dispute?

For a mutually agreed on dispute, the buyer has up to 60 days to respond. After that window, eBay would automatically close the dispute and the Final Value Fee (FVF) would NOT be credited. In addition, the seller would not be able to re-file the claim.

If the buyer disagrees, then the FVF will not be credited and the buyer not be able to re-file the claim as well.

*** Thus the buyer has to agreed to that dispute, otherwise any scenarios outside of that, the FVF will not be credited and the claim CANNOT be re-filed. ***

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Can I use business rules on my eBay posting template?

Yes, you can use business rules and lookup lists in the posting template's new editor. The new editor enables business policies, lookup lists, easier selection of product information fields, and item specifics from multiple categories to be configured on a single template, similar to our other marketplace templates.

The posting templates using legacy fields can still use advanced template tags to do calculations, which you can read more on here: http://ssc.ChannelAdvisor.com/howto/advanced-template-tags.

Alternatively, you can use business rules to alter the data during the inventory upload process.
Please see more on this here: http://ssc.ChannelAdvisor.com/howto/inventory/templates

If you are using the legacy posting templates and would like to upgrade to the new editor, go into your existing posting template and click the "View and modify your template in the new editor" link at the top of the page.

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Can I manually revise an open listing?

If you want to manually revise a listing on eBay you would do the following:

1) Go to Inventory > All Products.
2) Search for the SKU you want to edit
3) Edit the Item price (Or whatever changes you want made to the SKU) and save.
4) Go to the Marketplaces > eBay > Performance > Open Listings view and search for the SKU.
5) Check the box beside the SKU
6) Click on the Revise Items button
7) You should see a message that states "Revise Listings were successfully queued. Your request to revise open listings has been queued to be processed in the next revision cycle. Click on the button below to continue."
8) Click Continue.

If you would like more information on revising open listings, please access the following link:

http://ssc.ChannelAdvisor.com/howto/revising-open-listing

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What do I do in ChannelAdvisor if I renamed my eBay account?

It depends on what you did.

1) If you renamed your existing eBay account, no further action is needed since all the information on the back-end is still the same. We will automatically update the displayed username in our system the next time your eBay token is updated or renewed. When renewing your token, please follow these steps:

- 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.
- If you get a warning about "Potential Username Conflict", the correct step is to select "Replace Existing Credentials"

2) If you created a new eBay account (separate from your existing eBay account), you should add that new eBay account. Go to the Marketplaces > eBay > Settings > eBay Settings > eBay Credentials page and click "Add New". It is very important that you do not replace your existing eBay account because this would then break the integration between ChannelAdvisor and eBay for any existing open listings.

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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.

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Can I disable Duplicate Listing Block setting to let a single duplicate through and then re-enable it to prevent others from being submitted?

Yes. The block is only active while the setting is enabled, so postings submitted while the setting is disabled are not compared to the open listings to see if they might be a duplicate.

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

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

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How will data changes from eBay Automatic Revisions be shown on my listings?

The listing on eBay will be noted that it has been changed. You can see on the eBay listing page that there is a link for View All Revisions at the top of the description that will tell you which elements on a listing have been modified. The values are not shown, but the specific fields that have been modified are displayed.

More details on the eBay Revision link can be found here:

http://pages.ebay.com/help/buy/about-view-item.html#additional

More information on the eBay Automatic Revision feature can be found here:

https://ssc.ChannelAdvisor.com/howto/revising-open-listing

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What is eBay Giving Works?

This program is designed to assist sellers to list items on eBay to benefit nonprofit organizations. This feature can be enabled on your eBay Posting Template.

For more information on eBay Giving Works:

http://pages.ebay.com/help/sell/selling-nonprofit.html

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Does blocking an item withdraw the associated eBay listing?

This depends on whether you are using eBay QuickStart or eBay Custom.

*****For eBay QuickStart users*****

Blocking a SKU will withdraw a listing from eBay. Additionally, you may remove listings via label removal. Similar to other Marketplaces, labels tie eBay QuickStart SKUs to eBay. By removing the label, you break the tie to eBay, thus removing the listing.

*****For eBay Custom users*****

Blocking a SKU will only prevent your eBay ads from posting again; it will NOT withdraw your open listings. To end your listings, you will also need to withdraw the listings. This can be done from one of the following views using the "Withdraw Listings" button:

- Marketplaces > eBay > Open Listings
- Marketplaces > eBay > Ads
- Inventory > Products > All Products

Note that if using "Withdraw Listings" from the Inventory > Products > All Products view, this will also automatically block your SKU as well.

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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.

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