In the following, please read Omnivore as either eBayLINK or Trade Runner or Omnivore, depending on the context.

Marketplace means either eBay Australia, Trademe, Westfield, etc.


When creating a support ticket or reporting an issue by email/online messaging, please make sure at least the following information is present in the ticket:

  • A link to the retailer dashboard, if the retailer has an Omnivore account
  • At least one example of the issue, by providing the following:

Product issues

  • A link to the product page in Omnivore, if the product is in Omnivore
  • A link to the product page in the Marketplace, if this link is not correct in the product page in Omnivore
  • If duplicates, provide link to the duplicate listings in the Marketplace
  • If price issue related to variants, provide link to retailer's product page (ie their public website)
  • Clearly state the issue, eg: the price in the Marketplace listing shows $10 but I expect to see $20 because of this and this and that. Please state the expectation and the reasons for it.

More about product issues http://support.omnivore.com.au/solution/articles/17000058957-product-issues


Order issues

  • A link to the order page in Omnivore, if the order is in Omnivore
  • The raw data received from the Marketplace (xml content from ebay, JSON data from Trademe), if the order is not in Omnivore; if the order is in Omnivore, there's a link to the raw data at the bottom of the order page
  • If the order is not in Omnivore and you cannot locate the data in the Marketplace feed, ask for a screen capture from the retailer's ebay orders page showing the missing order


What not to do

Unless specifically asked to, please

  • Do not attach screenshots of Omnivore pages, put in the link to the page instead
  • Do not attach screenshots of any pages that are publicly accessible, eg: ebay listing, product in retailer's website, put in the link to the page instead
  • Do not attach data dumps from Omnivore, eg: order xml, product json, metadata xml, etc; if the data is in Omnivore, all Admins can access it, so do provide a link to the page containing the data. It's ok to quote short fragments if these have info relevant to the ticket
  • Do not attach screen dumps in a format that can't be rendered by the browser, ie stick to gif, jpeg and png.