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 Questions

We currently offer shipping through specific carriers only (for example Fedex and USPS). How do we offer notify our eBay customers of the carrier we used to ship their item?

When you ship the item, you can assign the specific carrier (UPS, USPS, FedEx, or custom carrier options) as part of updating the order as shipped in CA Complete and that will be submitted back to eBay with the shipping notification.

What are the different eBay Powerseller levels?

There are five Powerseller levels based on gross monthly sales:

a. Bronze: >$1,000
b. Silver: >$3,000
c. Gold: >$10,000
d. Platinum: >$25,000
e. Titanium: > $150,000

eBay has specific criteria for becoming and maintaining a Powerseller status. A useful overview of the Powerseller program may be found here:

http://pages.ebay.com/services/buyandsell/powerseller/criteria.html

Why is the API creating duplicate Ads for eBay?

The API call does not have the functionality to detect duplicate ads for eBay. You are fully responsible for not creating duplicate ads as no check for duplicate ads ever takes place.

We have created an SSC page to help you identify and remove duplicate eBay listings if you have created any in your account:

http://ssc.ChannelAdvisor.com/howto/identify-and-remove-duplicate-ebay-listings-0

How can I identify duplicate eBay ads in my account?

The best way to do this is with the use of filters.
Starting in the Inventory > All products page, create a filter with the following criteria:
Ad Count (eBay) >= 2

This will show you a list of skus that have more than one eBay ad assigned to it.
You can then also export this list of skus and create another filter in the Marketplaces > eBay > Ads view with the following criteria:
Sku in sku1,sku2,sku3, etc..

This then will present all the ads that are duplicated and you can action them as desired.

Can you embed videos within eBay listings?

Yes, you can embed the code within the Ad Template(s) in the HTML Code section.

*Note if the same Ad template is used for all items that one video would show for each item that is listed for that template. This requires custom coding that we do not support or host. There is an eBay link that may be useful that highlights guidelines for using videos on eBay:
http://pages.ebay.com/help/policies/listing-links.html

What does the posting error "eBay responded with the message: Code: 12018 The product you selected does not match the Item Specifics you provided. Please update your product and Item Specifics information" mean?

This is an error ChannelAdvisor gets back from eBay when eBay doesn't recognize the catalog item that's been used for the mapping. Assuming that is a fixed price listing and that you manually did the search from the Edit Ad pages, the manual search can sometimes cause you to find catalog results that aren't valid for your item and will cause that error. You can get past the error by removing the catalog mapping, but of course then it won't be mapped to the catalog item when submitted to eBay. If you need more help with that situation, please open a support case.

Can the automatic email for Shipping and billing address descrepencies be disabled for PayPal?

Unfortunately there is no way for the email you automatically receive when the Shipping Address is different from the Billing address in PayPal to be disabled. It is an automatic process through out all ChannelAdvisor accounts and there is no way to turn this off on a account basis.

How do I remove a strike on a buyer from a FVF credit that has been filed?

To remove the strike on a buyer (and forfeit your FVF credit) you will need to go to the Dispute Details tab of the View Details invoice page and click the "Credit Reversal" link for the specific auction you would like to reverse the dispute on.

Also, it should be noted that the dispute details page is only refreshed once a day, so before any edits are made on this page you will want to click on the "Refresh Disputes for this Invoice" link. This should refresh the dispute and show you any new information regarding the disputes for this invoice.

How can I update the price on a live listing?

You can configure ChannelAdvisor to do this for you automatically. If you go to Marketplaces > eBay > eBay Settings > Listings and check off the Revise Listings inventory sync, then any time you update your SKUs or templates going forward, a revise will be sent to eBay to update all associated live listings.

You can find more about this in the "Automatically Revising Open Listings" section of http://ssc.ChannelAdvisor.com/howto/revising-open-listing.

How do I remove ChannelAdvisor token from eBay?

Log into your eBay account with your login and password
Go to My eBay > Account > Site Preferences > Third Party Authorizations
Remove the token from eBay here.

Why do Second Chance Offers Display an Incorrect Price in the Open Listing View?

When second chance offers (SCO) are created, ChannelAdvisor does not have the offer price that is sent out, so the view shows the items original starting price. The correct price will be picked up and displayed correctly with ChannelAdvisor's next refresh of data from eBay.

Why are my eBay store listings not showing up in eBay search results?

Typically, eBay store listings will only appear in the main search results when 30 or fewer Auction-style and Fixed Price results are returned. eBay store listings will also appear in the main search results at the end of Auction-style and Fixed Price listings when the "All items including Store Inventory" or "Store Inventory items only" check box in the Search Options box is selected on the search and browse pages or when eBay's main search returns 0 Auction-style or Fixed Price items.

How do I convert my ads to post to a different eBay marketplace?

There is not a way to assign an ad to a posting template of a different eBay marketplace. The best option here is to create a new ad that uses the appropriate posting template for the new marketplace.

How do I require ebay to ask for a phone number?

First log into your eBay account and go to:
My eBay > Account tab > Site Preferences > Shipping Preferences

Then select the option:
Require phone number for shipping
and save.

When a buyer goes through checkout they will be required to provide a phone number and that phone number will automatically be imported into the order when the information is downloaded.

How do I update live auctions/ how do I update many items at once?

You can configure ChannelAdvisor to do this for you automatically. If you go to Marketplaces > eBay > eBay Settings > Listings and check off the Revise Listings inventory sync, then any time you update your SKUs or templates going forward, a revise will be sent to eBay to update all associated live listings.

You can find more about this in the "Automatically Revising Open Listings" section of http://ssc.ChannelAdvisor.com/howto/revising-open-listing.

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'.

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

Does eBay support mailing choices (i.e. ship this to me via Fedex or USPS or UPS)?

We suggest that you offer to your eBay buyers a generic shipping option, like "Standard Shipping" or "Expedited Shipping" and then fulfill it however you like.

When you ship the item, you can assign the specific carrier (UPS, USPS, FedEx, or custom carrier options) as part of updating the order as shipped in CA Complete and that will be submitted back to eBay with the shipping notification.

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.

Why am I not able to withdraw auctions through my Marketplaces account?

The most common reason withdraw requests fail is because the eBay password in your settings is currently invalid.

Complete the following steps to enter the correct eBay password into Marketplaces:

1. Go to Marketplaces > eBay > Settings > Marketplace Accounts.

2. Click the "Update eBay Account Information" link.

3. Enter your eBay User ID and Password and click the "Sign in securely" button.

4. Click the "Agree and Continue" button.

5. Enter your eBay password again and press the "Continue" button.

6. Click the "Save and Validate" button to save your changes.

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.

To do that, go 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. Then select Store categories instead of eBay categories.

How can I enable Variation Listings for all my eBay Posting Templates?

You can do this by going to Marketplaces > eBay > Settings > eBay Settings > Listings > Variation Listings > click Enable eBay Variation Listings for all posting templates. This will then enable Variation Listings on all your Posting Templates that use categories that are supported for then on eBay.

How do buyers use eBay Gift Certificates?

In order for your buyers to use eBay Gift Certificates, they will want to use their Paypal account. Then, when they are redirected to Paypal, they can enter in their code in the Redemption Code field at the bottom of the page and click the Apply Now button directly on Paypal.

Where is the price pulled from for eBay Variation Listings?

For eBay Variation Listings the item price is pulled from the child SKUs rather than the parent SKU.

Child items may have different values for price, so that if one variation has a higher price than others (such as an XXL shirt or size 15 shoe) then that can be submitted with the items. The price for each child item will be based on the Sale Price configured on the posting template. When showing the buyer the item page for the first time, eBay will show them the lowest price for any of the options that are currently available. When the buyer selects their exact child item in the available dropdown menu, the price for that child item will be shown, whether it is different or not.

For more information please see http://ssc.ChannelAdvisor.com/howto/using-variation-listings-ebay.

Why is my buyer receiving a Shipping Rate Configuration Error in checkout?

Why is my buyer receiving a Shipping Rate Configuration Error in checkout?

This error can come up for different reasons. Going through the following steps will help identify the exact cause:

1) Ensure that the buyer's country/region is enabled in one of the shipping zones.

2) Verify that the buyer is entering a valid address and zip code.

3) Ensure that each sku in the order has a shipping rate configured, particularly for the zone which includes the buyer's address.

4) If there are multiple skus in the order, and are shipping from the same warehouse, ensure that they all have at least one shipping carrier in common.

5) Examine the weight of the items. If using the 3rd party shipping calculator, ensure that all skus have a weight configured and do not exceed the weight limit of your configured carriers.


Once you have made any adjustments, you can do a quick test of the checkout by going to Inventory > All Products view, selecting any sku(s), and hitting the "Checkout Preview" button. This will allow you to go through a test checkout without creating an actual invoice, and you can use the buyer's address to ensure that checkout can now calculate rates.