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 new install and setup issues for eBayLINK:
Do's and don'ts for new retailers - Guide for troubleshooting.
While eBay LINK is free remind them that there are eBay Fees they need to be aware of.
Send ALL new retailer to this section here on Getting Started - http://ebaylinksupport.omnivore.com.au/support/solutions/17000079076
Remind retailers to use the FAQ's.
Guide them to the quick links article - http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000076512-quick-links-to-key-ebay-pages
They can us aupriority@ebay.com if they need to contact eBay as an eBay LINK retailer.
If listing limits have been reached check Max Quanitity on eBay, it is 200 by default, you can drop back to a lower value.
Retailer is unable to connect to eBay LINK from their E-commerce store. Guide to fix:
Shopify:
Bigcommerce:
Woocommerce:
Magento:
Our FAQ section covers most connection issues to the above mentioned platforms. So always guide the retailer to the support portal. Things for us to use:
Test Connection Tool. Check failed jobs and errors. Check Store Summary Information. Check all general and admin settings. Check they have not made any changes to their eCommerce store. Where applicable (Magento and Woocommerce) check IP addresses and fire walls - see FAQ's. Check they are logged into Shopify/Bigcommerce as the account Owner - see FAQ's.
With all connection issues, determine the following:
the exact error - how did they get the app - in some cases (mag and WC) what version are the using - have they change ecommerce platforms recently.
Retailer is setup but has issues with eBay Business and Shipping Policies. Guide to fix:
Use the dl-ebay-au-integrationissues@ebay.com to contact John and Team to ensure polices are setup correctly in eBay.
Use the Retailer Admin, New Dashboard, Business Policies API area of our Admin section to see what polices they have in eBay. Look for conflicts.
Check there is only 1 basic policy and it is spelt correctly.
Read our FAQ's for solutions and guide the retailer to check.
Use the eBay Quick Links FAQ for retailers as a guide so they can help themselves.
Retailer has an existing E-commerce Store connected to an eBay LINK Account and has changed the name of their E-commerce store. Guide to fix:
Still to add, I have notes on this as I have completed testing etc, contact Leone or Bill or Debbie for more info until this section is written.
Retailer has an existing eBay LINK Account and wants to connect it to a different eBay Store. Guide to fix:
Let the eBay Integration team know this is what the retailer wants.
Tell the retailer to also tell eBay themselves.
Ask eBay if putting the old eBay store in holiday mode is required.
Put eBay LINK into offline mode.
Ask eBay to check BP's, store type, paypal, existing listings, feedback etc.
We will import orders from the newly connected store so they will need to be set to manually fulfilled if they have already been processed in eBay. It is like a new connection where we do a look back.
Once eBay and the retailer have set the two stores accordingly delete the old connection and have the retailer re-auth to the new store.
Ensure they use a private browser session so they log in correctly to the new store with no possibility of the browser using any old log in settings.
Have the retailer check policies are correct.
Have them check product template information
Untick block all new products by default if it was blocked during the change.
Retailer has connected but no products are syncing or missing Product.
This is Ecommerce Platform specific. There are several reason why products may not all import or import correctly the first time.
Shopify - the most common and simple fix for missing products for Shopify is to send this FAQ to the retailer - why have my Shopify product not imported?
Bigcommerce - the same goes for Bigcommerce, most missing product issues can be understood by sending this to the retailer - why have my Bigcommerce product not imported?
Magento & Woocommerce -
For all platforms. If products appear missing and the retailer cannot find them in eBay LINK/Omnivore check the following:
Use Products, Product Metadata where you can do sku or keyword search. You will be able to see errors if there are any, or anomalies on any imported products.
Use Products, Queued Products where you can search by product id, product sku, partial title match. You will be able to see errors if there are any, or anomalies on any imported products.
You can use Queued Product Upload if you are looking for particular errors on a product that will not list on the marketplace.
Also check the Listing Errors on the Dashboard, eg. image is too small is a common reason for products no importing correctly.
Check store summary, Products to see how many products we should have imported against how many you can see.
Check FAQ's using the word import.
Retailer is based in the USA and trying to connect to eBay Australia.
USA based retailer will need to have an eBay Australia Store to list on eBay Australia and use eBay LINK
They can have USD as currency but must have a store in the local marketplace.
Generally these 2 FAQ's cover this plus more - http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000042771-what-is-ebay-link-
http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000067856-selling-on-ebay-com-au
Retailer's PayPal email address was not found.
Use the Retailer Admin, New Dashboard, Business Policies API area of our Admin section to see what polices they have in eBay. Look for conflicts.
Check the User Information Pretty Format to see all info on the User, it has PayPal info too. This is on the Retailer Admin page.
Check they have setup eBay correctly.
Get them to confirm they paypal email address they think they have vs what we have vs what eBay has.
Check it is verified.
Check they are the store owner.
Check for typo's
Check they have linked it correctly - http://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000081397-link-your-paypal-account-to-your-ebay-account
Correct setting up of product template, eBay business policies and mapping (see ticket 14605 - also in dummy ticket category).
Check logo URL is https not http.
Check the payments, shipping, about us and returns info has not contact info, emails, links, phone numbers etc.
Check all fields are complete.
See above for business policies.
With new eBay LINK Signups use the FAQ and Support Portal from the very beginning to setup the habit of using FAQ's. Thank you!