Managing products and orders on eBay

Adding products to your channel

Open your eBay channel and go to My Products. Press Add products and choose the products you want to sell. They appear in the list, but they are not on eBay yet.

At the top of the list you see "You have … products not synced yet" while some products are not linked to an eBay listing.

Listing products on eBay

For one product, press Create new product on its row. For several, tick them and press Create New (…). A window shows the upload progress. You can close it; the upload continues.

What we send to eBay:

• The product name as the title. eBay allows 80 characters, so longer names are cut.
• The description, the images, the SKU and the weight and size.
• A category that eBay suggests for the product, and the item specifics that category needs, filled from the product data.
• The price from your pricing policy and the stock we have.

If Upload as draft is on in Manage Sales Channel, the product is created on eBay but not published. Its row shows "Draft: uploaded to eBay but not published yet" and a Publish on eBay button. To publish all drafts at once, press Publish … drafts at the top of the list.

A green tick in the status column means the product is live on eBay and linked.

Linking listings you already have (match by SKU)

If you already sell our products on eBay, link them instead of creating a second listing.

• When an eBay listing has the same SKU as the product, its row shows that listing. Press Match with this product.
• To link a different listing, press Choose another product from your shop or Match it with an existing product in your shop, search your eBay listings and press Link … to selected item on your platform.
• To link many at once, tick them and press Match (…), or press Match all with default product in the "not synced yet" message. Both match by SKU.
• On a linked product, Change linked listing links it to another eBay listing.

If matching fails, the row says "Your product is not in the listing yet": we could not find a published eBay listing for it. Matching only finds listings that eBay keeps in its inventory system with a SKU, for example listings created by us or by another listing tool. A listing typed in by hand on eBay may not be found. Then use Create new product, and end the old listing on eBay.

Prices

Your Pricing Policy in Manage Sales Channel sets the eBay price of every product from its live RRP:

• ± % over live RRP or ± £ over live RRP (€ in the Europe and España shops): we set the price and keep it in step when the RRP changes. When you save a new rule you are asked Reprice every product?. Press Save and reprice to update all prices on eBay. Products where you set your own price are not touched, unless you also tick the box to reset them.
• Do not follow RRP: you set prices yourself on eBay. We never upload or overwrite them.

To give some products their own price, tick them and press Edit Price (…). To change one product's title, description or price, press the edit button on its row. The Edit Product window has Title, Price Mapping and Description. Press Save & Publish to send the changes to eBay now, or Save as Draft. The price must stay above zero.

Stock

With Stock Update on, we send our stock to eBay automatically. In Manage Sales Channel you can set:

• Max Quantity To Advertise: the highest quantity shown on eBay, even if we have more.
• Stock Threshold: when our stock falls to this number, eBay shows the product as out of stock.

When a product is out of stock, not for sale or discontinued, we send a quantity of 0. The Update Stock button at the top of My Products sends the current stock of all products in the channel now.

Tip: eBay can end a listing whose quantity reaches 0. To keep the listing and just hide it until stock is back, turn on the out-of-stock option in your eBay selling preferences.

Removing products

• The bin button on a row removes the product from your channel and ends its eBay listing.
• Unlink (…) keeps the product in your list and your listing on eBay, but stops linking them. We no longer update that listing, and its orders no longer come to us.
• Unlink & Delete (…) removes the selected products from your list. If a listing is still live on eBay afterwards, end it on eBay.

Downloading product data and images

In My Products open the export options. You can export a CSV of your products with the columns you choose, and press Download images to get the product images.

How eBay orders reach us

• We check your eBay account regularly for new orders that are not shipped and not cancelled. To check now, press Fetch orders on the channel page.
• Only products linked in My Products are imported. Other items in the same eBay order are left out, and you send those yourself. An order with no linked products is not imported.
• The order is paid from your balance first, then from your saved cards. If payment fails, we email you and the order waits until it is paid.
• You see the orders in the channel's Orders page.
• When we dispatch the order, we send the tracking number and carrier to eBay and eBay marks it as shipped.

A buyer's return or cancellation on eBay does not change the order with us automatically.

• There is no cancel button. To cancel, ask us in the chat on our website. This is only possible before the order is dispatched. Once it is packed it may be too late.
• Your buyer must not send anything back until the return has been agreed with us in the chat on our website.
• Refunds go to your balance.

Invoices and proof of supply

Our invoices are made out to you, not to your buyer. You find them under Invoices once the order is dispatched. If eBay asks for proof of supply, you can show them these invoices.

You invoice your own buyer. We never invoice your buyer.

If eBay asks for proof that you may resell our products, ask us in the chat on our website for a letter of authorisation.

When something goes wrong

The reason for a failed upload is shown on the product's row, and the full history is in the Logs tab (the clock icon) of My Products.

• "This listing would cause you to exceed the amount you can list … this month" or "… the number of items you can list": these are your eBay selling limits. Upload fewer products or cheaper ones, ask eBay to raise your limits, or wait for the next month. Only eBay can change them.
• "invalid data in the associated fulfilment policy … add at least one valid postage service": your postage policy on eBay has no valid postage service. Add one to that policy in eBay, then upload again.
• "eBay will not list anything until your seller account is finished" or eBay has not finished setting up your seller account: sign in to eBay, finish your seller registration, then upload again.
• "not allowed to revise an ended item": the listing ended on eBay. The product shows as not linked again. Press Create new product to list it again.
• "This Offer is not available": the listing no longer exists on eBay. Press Create new product to list it again.
• My eBay items all ended suddenly: listings end on eBay when the quantity reaches 0 without the out-of-stock option, when you delete them on eBay, or when eBay removes them. Turn on the out-of-stock option, then press Create new product on the products you want back.
• "The title or description may contain improper words, or the listing or seller may be in violation of eBay policy": eBay refused the listing under its own rules. Read eBay's messages in your eBay account. Only eBay can review this.
• "The item specific Brand is missing" (or Type, Item Length, Item Width), or "custom values for Size are no longer supported": the eBay category needs a value we could not fill from the product. Ask us in the chat on our website, with the product code.
• Listings blocked under the Overseas Warehouse Block Policy: eBay blocks listings of goods stored in another country for sellers registered in some countries. Contact eBay Customer Support to request approval.
• "A system error has occurred", "Unable to process your request", "Too many requests", or a time-out: eBay had a problem on its side. Nothing is wrong with your product. Try again later.
• Products are not syncing to eBay: check that the channel is connected (no Reconnect button), that Stock Update is on, and that the product shows the green tick. A product without the tick is not linked.
• An eBay order did not come to us: check that its products are linked in My Products, then press Fetch orders.