eBay: Order Management
- Jack Harrison
- James Furness
Learning Objective
After reading this guide you should have a better understanding of:
Understand how orders are used through the eBay channel
Contents
Dispatching eBay Orders
You can dispatch your eBay orders through the VS admin and this will link through and dispatch the order within eBay when the status is changed to ‘dispatched’. Any tracking numbers on the order at the time of dispatch will also link through.
For guidance on how to send complete orders on the Visualsoft Admin, please see the Order Management guide here.
Refunding eBay Orders
Since eBay introduced Managed Payments, you need to issue refunds within eBay.
We would always recommend that you check the customer has opened a returns request. If you refund an order without the customer having done a returns request on eBay, eBay may treat the refund as a cancellation by the seller which can impact your metrics. Therefore, we recommend that you check the order on eBay to ensure the customer has done a returns request before processing the refund.
Failed Orders
When orders are placed on eBay, the products that are ordered need to be mapped to the products inside the Visualsoft admin for the order to be passed through to the Visualsoft Admin correctly.
If the products aren’t correctly mapped the orders will appear in the eBay Failed Order section of the admin:
Channels → eBay → eBay Failed Orders
If an order appears in this section you can run through the following steps to correctly map the products and import the orders:
Click on ‘Map’ next to the failed order. This will open a new window to map the product
The system will automatically try to find a Visualsoft product that has a reference that matches the eBay product sku. This will appear in the Visualsoft Product Dropdown.
If no product is found by the system, or the listing needs mapping to a different product, you can click on ‘Add Parent Products to Selection’ to search for the correct product in the catalogue.
Once the product is found you can select the tickbox next to the product and click OK. This will appear in the Visualsoft Product Dropdown
Scroll down the page and click on “Map Product”
This should now import the order from eBay on the next automatic import process.
