Managing eBay Orders

Sellercloud’s intuitive interface makes managing your eBay orders easier than ever. From your Sellercloud account, you can manage unpaid orders, customer feedback, and even rush services without needing to log into your eBay seller account.

Setting up order download and tracking upload

Orders from your eBay seller account can be downloaded manually into your Sellercloud account for easy access and order management. You can also upload tracking information, such as the tracking number or proof of delivery, about your order. Orders and tracking information can be pulled into Sellercloud manually or automatically per-company.

Click here to view automatic Order Download and Tracking Upload instructions.

Alpha interface

  1. Open a Company > Toolbox > eBay Settings > General Settings.
  2. Enable setting Enable Order Download. Orders download approximately every 30 minutes.
  3. Enable setting Enable Fulfillment Upload. Tracking and Ship Date will be automatically sent to update the order status on eBay.sellercloud alpha enable order download and tracking upload ebay
  4. Click Save Settings.

Delta interface

  1. Open a Company > Toolbox > eBay Settings > General Settings. These settings are per-company based.
  2. Click Edit > Go to the Controls panel.
  3. Enable setting Enable Order Download. Orders download approximately every 30 minutes.
  4. Enable setting Enable Fulfillment Upload. Tracking and Ship Date will be automatically sent to update the order status on eBay.sellercloud delta enable ebay settings orders and tracking
  5. Select Save.
Click here to view manual Order Download and Tracking Upload instructions.

Alpha interface

  1. Performing an order download:
    1. Go to Orders > Import Orders > Download eBay Orders. sellercloud alpha download ebay orders
    2. Select a Company, eBay Site, and the date range for orders to be downloaded > Download Orders.
  2. There are two ways to perform a tracking upload:
    1. Go to Manage Orders > Select an order > Select Action > Notify Order Source for Shipping > Go.
    2. Open an order > Select Action > Notify Order Source for Shipping > Go.

Delta interface

  1. Performing an order download:
    1. Go to Orders > Tools > Import Order Info > Download eBay Orders.
    2. Select a Company, eBay Site, and the date range for orders to be downloaded > Download Orders.

Managing unpaid eBay orders

eBay orders will import as unpaid in Sellercloud if you haven’t fetched an Open Auth Token.
Sometimes eBay orders download without payment. This may be due to a number of reasons:
  • Seller does not require immediate payment, and the buyer did not pay yet.
  • The payment record comes from the payment gateway, like PayPal, rather than from eBay. Typically, Sellercloud will instantly bring in the payment using the matching transaction ID, sometime this process is delayed for various reasons.
    • Unpaid eBay orders will download without the Ship To address. This is because Sellercloud uses the finalized address from the payment record, rather than what is supplied by eBay. When the payment record is pulled in, the Ship To address will update
    • Unpaid eBay orders will reserve inventory. If the buyer does not pay and the order is cancelled on eBay, Sellercloud will retrieve the order status and mark the order as Cancelled, thereby releasing the reserve
    • When the buyer pays, Sellercloud will automatically retrieve the updated information from PayPal and mark the order as paid. To manually poll PayPal payments, use the action Refresh from eBay/PayPal on the Manage Orders page or Refresh Order from eBay/PayPal on the order details page.
You can reserve inventory for unpaid, pending orders by enabling the Client Setting Enable eBay Pending Order Service and configuring the service eBayPendingOrderServices. Sellercloud Support can turn on this service.

Setting up eBay rush services

Rush services are applied when customers pay to upgrade the shipping. When this happens, the order is marked as a Rush Order.
To set shipping services for Rush Orders, you must:

  • Alpha interface – Settings > Shipping Services Preferences
  • Delta interface – Settings > Shipping > Shipping Services Preferences 

To set up eBay Rush Services, you must:

  • Alpha interface – Open a Company > Toolbox > eBay Settings > eBay Rush Services. Check the Rush Service checkbox next to the desired shipping service.
  • Delta interface – Open a Company > Toolbox > eBay Settings > Rush Services. Check the Rush Service checkbox next to the desired shipping service.
Client-specific Rush Preferences set on the Shipping Services Preferences page will take precedence over Rush Services you set specifically for eBay.

Using eBay Guaranteed Delivery

Sellercloud recommends getting an Open Auth Token to ensure this feature functions properly. *Link account integration article here.

With eBay Guaranteed Delivery, sellers increase their listing visibility and buyers get items in 3 days or less, guaranteed. Learn more from eBay here. Currently, Sellercloud only integrates with eBay Guaranteed Delivery’s Door-to-Door option. You can automatically have all eBay guaranteed delivery orders marked as Rush Orders by enabling Consider eBay Guaranteed Delivery Order as Rush Order in the Client Settings.

Managing eBay’s shipping method mapping

Sellercloud’s Shipping Method Mapping tool lets you customize shipping for your eBay orders. This includes shipping options such as expedited shipping, Second Day, Standard, overnight, and more.

How to find Shipping Method Mapping in both interfaces:

  • Open a Company > Toolbox > eBay Settings > Shipping Method Mapping
If a shipping service is missing or you wish to add a new one, please reach out to Sellercloud Support.

Managing order refunds, returns and cancellations

eBay order refunds, returns, or cancellations can be easily managed right from your Sellercloud account. Click here to learn more about eBay Refunds and Returns Workflow.

Managing eBay feedback

Feedback for eBay can be managed from Sellercloud both for leaving and receiving feedback. eBay feedback is important as both sellers and buyers get ranked based on positive feedback. Leaving positive feedback about the buyer may motivate the buyer to reciprocate with positive feedback about the seller. Being informed about negative feedback from the buyer enables sellers to address that situation accordingly.

Feedback can be automatically generated for eBay orders. (This is generated by eBayOrderService)

Click here to learn how to leave automatic feedback messages on eBay orders.

Alpha interface

  1. Go to Client Settings > Enable eBay Automatic Feedback.
  2. Open a Company > eBay Settings > Feedback Messages.
  3. Enter a message > Save.

When the order comes in, the feedback message will immediately be sent and left on the order.

The feedback emails are being sent based on the ShipDate. Feedback emails will not be sent for orders that are not shipped yet.

Delta interface

  1. Go to Client Settings > Enable eBay Automatic Feedback.
  2. Open a Company > eBay Settings > Feedback Messages.
  3. Enter a message > Save.
Learn more about pulling customer feedback from eBay into Sellercloud.
  1. This is retrieved by the eBayFeedbackService, so make sure the service is running on the server.
    1. Feedback can be viewed in the eBay Feedback panel at the bottom of the order page. The visibility of this panel can be controlled by Hide Feedback Panel on Order Details Page in Client Settings.
  2. Feedback can also be viewed in the Order Note panel when Show System Generated Noted is enabled on the order.
  3. In the Manage Orders grid,  there is a feedback icon (talk bubble) that is colored when feedback has been received and grayed out when there is no feedback. This display is controlled under Settings > Order Display Settings.

Learn how to auto generate feedback request emails here.

 

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