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 product features and functions issues for eBayLINK:
When Product Blocking is not working - Guide to fix:
For blocking to work an Upload To eBay Australia has to happen. So check the jobs to see if one has run. Check any failed jobs.
Check that the product is not also part of a product exclusion or that there are know other functions being applied to the product.
If a blocked product in eBay LINK is still on eBay LINK, zero out the listing.
Escalate if you can see there may be a wider issue with blocking
When Product Exclusions are not working - Guide to fix:
The key thing to check with product exclusions is that the wording format is correct. No comma's, no spaces, no symbols, if the field has characters that are not allowed it will not work. Use the contextual help. This is the same across all marketplaces.
When Promotions are not working - Guide to fix:
Has it expired?
Is 'apply to sale item' ticked or unticked?
Is it incorrectly configured, leading spaces or characters.
Retailer error when setting up., can they send you an error if they got one?
Product Group not set up correctly, the SKU has to be the eBay LINK SKU not the ecommerce SKU if they are using one.
Did they do a full upload after activating the promotion
Is it working on some products and not others? Check with eBay to see if there is a conflict on the marketplace.
Are they using Product Groups, check product groups if applicable.
When listings have the incorrect product description or listing template information - Guide to fix:
The syntax is not correct. Check formatting and tags.
The wording has html or other symbols.
They have an exclusions interfering.
Mis-Configuration
Old product not purged correctly.
Check what is in the payload that we are sending up, is it in there in the upload, yet still not showing on the listing?
For Magento check attribute field mappings and check the import feeds is not interfering with field mappings.
Remove any information and test using basic wording or test info.
When additional or extra images are not displaying, refreshing or import or uploading correctly.
When an image has not been updated and or they have kept the same image URL use the Force and Image Update by editing a single product. Can only be done via single product editing.
When a size chart image is not working correctly - includes import and upload - check the image size and url.
When the retailer thinks we have imported the images incorrectly for Bigcommerce and Shopify - there are two FAQs explaining how we import images.
When they are trying to add an image and it is not working, check the URL for leading spaces. Check the URL works by going to it and that you can view the image in a browser.
Check how the images are displaying on their ecommerce store against what we have.