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 account issues for eBayLINK:
eBay LINK Account has become disconnected from the eBay Store - Guide to fix:
Note: It is important in these cases that we ensure we have the correct account and ebay store, always confirm with the retailer before proceeding to re-auth or reconnect.
This can happen if there has been a security breach on the eBay Store and eBay has revoked eBay LINK as the 3rd party access. Check the auth token details on the General Page.
If required you may need to delete the current auth. This will force a scenario where the retailer will have to reconnect eBay LINK to eBay.
Possibly have the retailer check with eBay Support to ensure everything is okay with the eBay Account before they reconnect.
The connection could have expired in which case they will need to use the Connect to eBay option from the Dashboard.
These 3 articles covers these scenarios
The retailer has received an error when trying to launch the eBay LINK App - Guide to fix:
Once you have confirmed all of the account details use the Test Connection button in Settings, Feeds, General. It will either be successful or fail.
Check with the retailer to confirm if they have multiple stores on one ecommerce platform, multiple stores using multiple ecommerce platforms, multiple eBay LINK Accounts, these scenarios must be considered.
Depending on the scenario use this FAQ as guide -http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000068240-app-error-it-seems-you-have-found-an-error-if-you-have-previously-installed-ebay-link-omnivore-try
An eBay LINK account can be Offline for Engineering and still have the App installed.
If an account is Suspended the retailer could have uninstalled the App, use Test Connection.
If an account is Suspended it could have been suspended by us in which case the App will still be installed. Only a retailer can Uninstall the eBay LINK App.
As per the FAQ above if you need to create a secondary login account for the retailer we need a unique email address (not one used by us) because we use the email address as the username.
As per the FAQ above if you need to delete a redundant account for the retailer ensure you delete all of the products first, then delete connection, then delete the actual account. See Guide Here
The retailer is receiving an error about Security suggesting they log in again - Guide to fix:
In the unlikely case that a retailer is seeing this type of error in eBay LINK use the FAQ below
Ensure you are speaking with the account holder
Confirm the eBay Store name.
Check with the eBay Integration Team to have them check the eBay Account.
The retailers eBay account has been suspended - Guide to fix:
Only paid (not free) retailers can access the Suspend Account button. It is not available for free accounts.
Instruct the retailer that they can do it themselves by clicking the email address in the right upper corner, then Account Summary, then click the red button saying Suspend Account:
http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000076387-suspend-account
Ensure they are aware that this does not affect their eBay Store, if they want to place their eBay Store on some kind of offline or holiday mode they will need to contact eBay Support directly
Connection has expired - Guide to fix
Under review. I need to check with Fern about the duration of the token now.
The retailer wants to de-activate their account - Guide to fix:
From Settings, Administration un-tick In Production and tick Take Offline for engineering.
Disable order processing
Disable incremental feeds
Un-tick web hooks if appropriate
From Settings, eBay Australia, General tick Disable eBay Feeds.
Confirm with the retailer that it will remain deactivated until they contact us again and request we turn it back on.
Confirm that account deactivation does not instantly remove their listing from eBay.
Note when you reactivate an Account and put it back into Production check all of the above to ensure anything turned off or disabled has been reversed to ensure syncs and feeds happen correctly again.
Retailer has forgotten or wants a new password - Guide to fix
Password resets are not necessary, UNLESS the retailer has a secondary log account to access eBay LINK, in which case we can reset the password for them. This is done on the Users Page by opening the User and entering a new password.
If the retailer accesses eBay LINK by launching the App then suggest they always relaunch the App to connect. They may see a login screen if the session times out, but they can ignore that and use the App to connect.
There is an FAQ on this, if you search 'login' from the Support Portal you will find it.
Use this FAQ to inform the customer of best practice when connecting.
Do not want eBayLINK anymore and keep getting emails - Guide to fix
Sometimes account deactivation does not stop notifications from being sent to retailers.
E.g. they may still received failed order notices in which case the orders will have to be set to manually fulfilled in eBay LINK.
The connection might have expired and they are receiving alerts about renewal.
If you look in the General, Administration and the Account Summary sections there are settings you can turn off and you can also remove email addresses which will stop notifications.
Note: Uninstalling the App does not always stop notifications.
Other Points on eBay LINK Accounts:
General rule: One ecommerce store, one eBay LINK account, one eBay store.