# eBay Orders Overview ## Overview The [eBay Account Integration](https://descartessystems.aha.io/pages/7630856614447361129) lets you seamlessly manage your eBay orders directly from the Sellercloud interface. It allows you to download orders automatically, update their fulfillment status, map shipping methods to specific carriers and services, issue refunds, cancel orders, and more. The [Order Rule Engine](https://descartessystems.aha.io/pages/7630837624614628704) can help you apply changes to your eBay orders automatically. ## Download Orders and Upload Tracking You can download orders from eBay automatically or manually. ### Automatically To enable automatic order synchronization between Sellercloud and eBay: 1. Go to [Company Settings](/content/help/omnichannel-ecommerce/company-settings-overview/index.html). 2. Click **Toolbox** and select **eBay > General Settings**. 3. Click **Edit**. 4. In the **Options** panel, enable these options: - **Enable Order Download** - Download eBay orders to Sellercloud automatically. Orders are downloaded approximately every 30 minutes. - **Enable Order Download Limit Date** - Show the limit date for order download. - **Download Orders After** - Enter an order download limit date, and orders from previous dates will not be downloaded. - **Enable Fulfillment Upload** - Upload tracking information and ship dates to eBay automatically to update the order status there. 5. Click **Save**. ### Manually You can manually [Download Orders](https://descartessystems.aha.io/pages/7630865605281857998) from eBay based on your preferred date range or [Import Order Information From a File](https://descartessystems.aha.io/pages/7630865558905655391). ### Troubleshoot Unpaid Orders Under specific circumstances, Sellercloud may download eBay orders as [Unpaid](https://descartessystems.aha.io/pages/7630861741783345684). This could happen due to several reasons: - The seller does not require immediate payment, and the buyer has not paid yet. - You are using [eBay Managed Payments](https://descartessystems.aha.io/pages/7630855871371716133) and have an invalid [OAuth token](https://descartessystems.aha.io/pages/7630855871371716133). Refresh the token to resolve the issue. - The payment record is coming from a payment gateway (e.g., PayPal) rather than from eBay. Typically, Sellercloud instantly imports the payment using the matching transaction ID, but this process can be delayed for several reasons, including: - 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 [Reserve Inventory](https://descartessystems.aha.io/pages/7630840446944394196). 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**, which releases the reserve. - When the buyer pays, Sellercloud will automatically retrieve the updated information from PayPal and mark the order as paid. To manually pull PayPal payments, use the **Refresh from eBay/PayPal** action on the [Manage Orders](/content/help/omnichannel-ecommerce/manage-order-page/index.html) page or **Refresh Order from eBay/PayPal** on the [Order Details](/content/help/omnichannel-ecommerce/orders-details-page/index.html) page. You can reserve inventory for unpaid, pending orders by enabling the [Client Setting](/content/help/omnichannel-ecommerce/settings-overview/index.html) **Enable eBay Pending Order Service** and opening a ticket with [Sellercloud Support](https://descartessystems.aha.io/pages/7630831494839563427) to request the **eBayPendingOrderServices** service. ## Manage eBay Orders You can process eBay returns, refunds, and cancellations from Sellercloud. ### Refund eBay Orders Full or partial eBay refunds may be initiated by the customer or you, the seller. Refunds work on the return level, not the order level. If RMA items have different **RMA IDs** on eBay, Sellercloud sends multiple refund requests. #### Customer-Initiated A full or partial refund is initiated when a customer submits a refund request on eBay. With the above options configured, when a customer opens a refund request and an RMA is created on eBay, the RMA will be automatically imported to Sellercloud and linked to the related order. To refund: 1. Go to the [RMA Details](https://descartessystems.aha.io/pages/7630864225398183906) page. 2. Click **Actions** and select **Complete RMA on eBay.** 3. On the next page, select **Issue Refund** from the **Action** dropdown menu. 4. Alternatively, you can select **Mark Return Shipped** to let eBay know that a replacement order has been shipped. 5. Enter any **Refund Amounts** and a **Comment**. 6. Click **Issue Refund**. #### Seller-Initiated There are two possible scenarios when issuing a full or partial refund initiated by a seller on eBay. - The order is **unshipped**. In this case, you can issue a refund directly through the order. - The order is **shipped**. In this case, the correct workflow is to issue a refund through the [RMA](https://descartessystems.aha.io/pages/7630864225398183906) process. To refund an order: 1. Go to the [Order Details](https://descartessystems.aha.io/pages/7630852173000612331) page. 2. Click **Actions** and select **Issue Refund on eBay**. 3. If the order already has an RMA, you will see the RMA number and get a link to go there and issue a refund. 4. Update the **Refund** fields in the **Items** panel. Their sum will go into the **Refund Total**. 5. Select a **Reason For Refund**. 6. Optionally, enter **Reason Details**. 7. Click the **eBay Refund** button. ### Cancel eBay Orders Sellercloud automatically processes orders with a [Cancellation Request on eBay](https://www.ebay.com/help/buying/buyers-can-cancel-order/buyers-can-cancel-order?id=4004) by setting the **Payment Status** to **Refund** and the **Order Status** to **On Hold** or **Cancelled**. If the request is for an order that is closed on eBay, the status will be **Cancelled**. There are a few cases where Sellercloud will set the order status to **On Hold** instead of **Cancelled:** - If the order is still open on eBay. - If the order in Sellercloud has any **Picked** quantity. - If the order is set to **Dropship** from a Vendor. You can only cancel orders from Sellercloud if the **Shipping Status** is **Unshipped**. For **Fully Shipped** orders or any order where the tracking has already been sent to eBay, you must issue a refund. According to eBay’s [Order Cancellation Policy](https://www.ebay.com/help/policies/member-behavior-policies/order-cancellation-policy?id=5298), when a buyer purchases more than one item, the entire order will be cancelled. Sellers can't cancel individual items when multiple items are purchased as part of the same order. To cancel an order that has not been shipped yet on eBay: 1. Go to its [Order Details](https://descartessystems.aha.io/pages/7630852173000612331) page. 2. Click **Actions** and select **Cancel Order**. 3. If the order already has an RMA, you will see the RMA number and get a link to go there and issue a refund. 4. Select a **Cancellation Reason** and click **eBay Cancel Order**. 5. To cancel the order in Sellercloud as well, click **Actions** and select **Set Cancelled Internally**. ## Shipping Method Mapping The [Shipping Method Mapping](https://descartessystems.aha.io/pages/7630851513179599538) tool allows you to customize shipping for each channel integrated with your account. Using this tool, you can map the shipping methods sent for each eBay order to a preferred shipping carrier and service. To ensure the correct shipping method is applied to each order, you must enter the shipping code for each respective shipping service. When orders are imported into Sellercloud, the shipping method chosen by the customer will also be imported. To configure shipping method mapping for eBay: 1. Go to [Company Settings](/content/help/omnichannel-ecommerce/company-settings-overview/index.html). 2. Click **Toolbox** and select **eBay > Shipping Method Mapping**. 3. Click **Edit**. 4. For each **Shipping Method**, select a **New Method**. 5. _(Optional)_ **Lock** the new method, preventing your employees or any Sellercloud services from changing it. 6. Click **Save**. ### Rush Services Rush services are applied when customers pay for expedited shipping. When this happens, the order is marked as a [Rush Order](https://descartessystems.aha.io/pages/7630851295162501658). To configure rush services for eBay: 1. Go to [Company Settings](/content/help/omnichannel-ecommerce/company-settings-overview/index.html). 2. Click **Toolbox** and select **eBay Settings** > **Rush Services**. 3. Check the **Rush Service** checkbox next to the desired shipping service. 4. Click **Save**. Client-specific settings on the **Shipping Services Preferences** page are prioritized over the Rush Services settings for eBay. ### eBay Guaranteed Delivery [eBay Guaranteed Delivery](https://pages.ebay.com/shipping/guaranteed-delivery.html) is a program that ensures buyers receive their items within a specified timeframe, with eligible listings displaying guaranteed delivery dates. The program offers delivery within 3 days or less, with options for 1-day and 2-day delivery as well. If an item arrives late, the buyer may be eligible for a refund on shipping or a free return. This feature requires a valid [Open Auth Token](https://descartessystems.aha.io/pages/7630856614447361129) to function properly. Currently, Sellercloud only supports Guaranteed Delivery’s door-to-door option. eBay’s [Guaranteed Delivery](https://descartessystems.aha.io/pages/7630856168348785011) orders can be automatically marked as **Rush** by enabling the [Client Setting](https://descartessystems.aha.io/pages/7630835167106228692) **Consider eBay Guaranteed Delivery Order as Rush Order**. ## eBay Settlements To import [Settlements](https://descartessystems.aha.io/pages/7630859280470314994) from eBay: 1. Go to [Company Settings](/content/help/omnichannel-ecommerce/company-settings-overview/index.html). 2. Click **Toolbox** and select **eBay > General Settings**. 3. Click **Edit**. 4. In the **Options** panel, check **Enable eBay Settlement** download. 5. Click **Save**. ## Configure PDF Invoices [PDF Invoices](/content/help/omnichannel-ecommerce/invoice-settings/index.html) usually consist of information about your orders and the products they include. You can print Invoices with any specific requirements if needed. You can also choose between Standard Invoice, Channel Specific, [Word to PDF](/content/help/omnichannel-ecommerce/word-2-pdf-invoices/index.html), or a plugin. 1. Go to [Company Settings](/content/help/omnichannel-ecommerce/your-settings/index.html). 2. Click **Toolbox** and select **Invoice Settings**. 3. Click **Per Channel Preferences**. 4. Locate **eBay** in the list and select your preference. 5. Click **Save**.