Before any troubleshooting begins please prepare the Support Ticket as per the Ticket Guide.
**If the retailer has not provided enough information when they first submit the ticket and you need more information to be able to accurately troubleshoot and understand the issue use the Canned Response called 'Please provide more information to help us assist you'.
Most common listing issues for eBay LINK:
Item is listed on eBay but is out of stock in the retailers eCommerce store. Guide to fix:
Using the example product find the product in eBay LINK and eBay and insert the example links into the ticket.
Use the TOP URL link on the product page to check the product is out of stock on the eCommerce store.
If the product is OOS and is still active in our system use the Update from Shopify/BC/Magento button to update the product from the Ecommerce store.
If the item is still listed on eBay and needs to be zeroed use the Zero Out Quantities button on the product page.
The product should the be 'no stock' in the store, inactive with no inventory in eBay LINK and 'Item is out of stock' on eBay.
Other points to check when a product quantity is not in sync.
Have there been any recent failed jobs that caused products to not update. eg. a failed import jobs, any failed jobs in the last 3 to 4 days.
Check the View Audit Log on the product page if you need to see when the product was last updated.
If the product was sold while OOS and the order needs to be refunded/cancelled send the Cancelled Orders FAQ to the retailer.
Item should be listing on eBay but has a Validation Error or is not listing for some other reason. Note eBay validation errors covers a wide range of issues. Guide to fix:
Use the product examples to find the product and see the error. Use the Common Validation Errors FAQ to get a better understanding of the error and how to resolve it.
Check that the product is not part of a product exclusion.
Check that the item definitely has stock.
Sometimes there is no error in eBay LINK. Do an Upload to eBay Australia (or other marketplace), this will generate an updated error if there is one.
Check to see if there is a stock buffer.
Check to see if the product is part of an expired promotion.
Check business policies to see if the product is not listing because of a shipping rule in eBay.
Check for possible duplicates.
eBay has removed a listing with the violation that it is a duplicate listing. Guide to fix:
Ensure the retailer sends you the product title name, the listing item id, the message from eBay.
Ask them if they have changed the SKU's on the products via their ecommerce platform.
Ask them if they kept the same product title or quite similar, ebay validation duplications based on similar product title name.
You will be able to check the above in Omnivore using meta data product search, however it is good to find out directly what the retailer has or has not done.
Loop the eBay integration team into the ticket and have them check the status in eBay.
Determine if it is a real duplicate, ie. one will be inactive in Omni, one will be active but will have a validation error. Determine what caused it to be picked up as a duplicate.
Read the policy and have the retailer read it - https://www.ebay.com.au/help/policies/listing-policies/duplicate-listings-policy?id=4255
You may need the retailer or eBay to end the listings via eBay directly, even though they are not active eBay may still think they are.
There is a support article on how to end listings on eBay.
Product is listed on the eBay Marketplace with the incorrect price. Guide to fix:
Check tax settings. For woocommerce retailers there are specific and unique settings to understand. Find FAQ on this.
Check promotions, are they active, inactive, correctly setup.
Check marketplace promotions, are there any running.
Check any failed jobs where product updates have failed recently
Compare data across the 3 systems to see if what we have it what we are pushing.
Check currency settings if relevant.
See if there is a consist value or percentage on the actual price difference.
Are there any active subtitles.
Get clear and concise info and examples from the retailer.
Item is listed but the images are not correct. Or there is an image listing error. Guide to fix:
Most images issues can be understood and resolved by using our FAQ's http://ebaylinksupport.omnivore.com.au/support/solutions. Search by keyword ' image ' to display the articles, this in most cases will explain the issue.
You can do a Force Image update when editing the product via the product page which updates image changes from the retailers ecommerce store.
We do not import the image, we pass the image url.
Item is listed but the variants are not correct or not displaying how expected. Guide to fix:
Using the example product find the product in eBay LINK and eBay and insert the example links into the ticket.
Use the TOP URL link on the product page to check the variants/options on the eCommerce store.
Use a keyword search of ' variant ' on the support page to check the articles against the issue. Variant issues can be specific to the ecommerce platform and our articles cover these.
I most cases the display and behaviour of variants can be understood and fixed by reading the support articles across all portals. Some are generic, some are eCommerce Platform specific.
Item is listed but the product is not listed as the retailer thinks it should be. Guide to fix:
Ensure the retailer explains what is happening, what should be happening and what outcome they want.
Other product/listing anomalies include product description is not correct, product name is not correct, product price is not correct, product does not have correct shipping, product 'appears' to have an incorrect or different SKU in eBay LINK.
Most retailers do not fully understand how we use SKU. There are faq's to explain this. Search on the word data, sku and listing.
Use your product example to update the ticket with links and explanations to highlight / confirm what the issue is.
Using the Support Pages - http://ebaylinksupport.omnivore.com.au/support/solutions search by keywords such as description, price, product title, shipping, SKU. In most cases you will find the relevant articles to explain or resolve the issue.