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Troubleshoot the eBay - NetSuite integration app

Saikumar Rachamalla
Updated

This article lists problems and errors you might see in the eBay - NetSuite integration app, with the cause and resolution for each. Find the symptom that matches what you see, and follow its resolution. After you fix the cause of a flow error, retry the failed records from Dashboard.

International orders get a US tax form

Symptom: An eBay order with a shipping address outside the US is imported into NetSuite with a US tax form instead of the one for the shipping country.

Cause: The integrator.io bundle in NetSuite is out of date, or the order flow is missing two mappings that set the shipping country.

Resolution:

  1. Make sure the integrator.io bundle (bundle ID 20038) in NetSuite is up to date.
  2. In the integration app, go to Flows > Order, and select Mapping for eBay Order to NetSuite Order Add.

  3. Add these two mappings, each with a hard-coded value:

    • "shipaddresslist,entity,shipcountry" to celigo_initializeValues
    • "cust" to Ship To Select (Name)
  4. Save the mappings, and import the order again.

If the problem continues, contact Celigo support.

Listing fails because a variation has no quantity

Symptom: Listing an item on eBay fails with Failed to process Item with SKU# <SKU> due to following error from eBay: At least one of the variations associated with this listing must have a quantity greater than 0.

Cause: eBay doesn't accept listings with a quantity of 0 unless the out-of-stock option is turned on in your eBay account.

Resolution: Turn on eBay's out-of-stock option. With this option, a listing with the GTC duration whose quantity reaches 0 stays active but is hidden from search until you increase the quantity.

  1. In eBay, go to My eBay > My Account > Site Preferences.
  2. Under Selling Preferences, for Sell Your Item form and listings, select Show.
  3. For Use the out-of-stock option, select Yes, and then select Apply.

For details, see eBay's developer guide to the out-of-stock feature: Listings-UseOutOfStock.

An exported item can't be added as a variation

Symptom: You want to add an item that's already listed on eBay as a variation of a parent item, but it isn't grouped under the parent.

Cause: After an item is exported to eBay as its own listing, it can't be grouped as a virtual variation, because it's still linked to its own eBay item ID.

Resolution: Remove the item's eBay item ID record in NetSuite, and then run the NetSuite Item to eBay Item Add/Update flow. The flow then identifies the item as a variation of its parent. For how virtual variations work, see Sync matrix items and virtual variations to eBay.

Orders and fulfillments failed to sync in March 2024

Symptom: From March 6, 2024, the eBay Order to NetSuite Order Add, eBay order to NetSuite order Add (on-demand sync), and NetSuite Fulfillment to eBay Shipment Add flows failed to sync orders from eBay and fulfillments to eBay.

Cause: An unannounced change to eBay's order management API caused authentication to fail for orders and fulfillments. Celigo updated the integration app's configuration, and new orders and fulfillments sync normally. Orders and fulfillments that failed during the issue must be synced again.

Resolution:

  1. In the integration app, go to Settings > Order > General.
  2. In Duration in days, enter the number of days since March 6, 2024, so that the missed orders are included, and then select Save. For details, see Import past orders.
  3. Run the order flow.
  4. In Dashboard, open the errors for the fulfillment flow, and select Retry.
  5. After the missed orders are imported, set Duration in days back to its previous value.