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eBay error: Failed to sync orders and fulfillments

Data flows: 

  • eBay Order to NetSuite Order Add
  • eBay Order to NetSuite Order Add (on-demand sync)
  • NetSuite Fulfillment to eBay Shipment Add

Issue

  • Failed to sync orders from eBay to NetSuite
  • Failed to sync fulfillments from NetSuite to eBay

Reason: On March 6th, 2024, at approximately 7:30 AM PST, an issue was reported by several customers involving the processing of orders and fulfillments. The issue originated from the eBay Orders Management Trading API section. Specifically, it was discovered that the eBayAuthToken used for authentication must be unencoded for the Order Management API (Orders and Fulfillments) to function correctly. This requirement appears to represent a new, undocumented, and unannounced change by eBay, as these configurations have been operational for the past several years. Furthermore, it is noteworthy that for other APIs, such as the inventory API, the systems continue to operate correctly, regardless of whether the authentication token is encoded.

Resolution: Celigo developed a script to adjust the configurations by removing the encoding component. Consequently, all new orders and fulfillment flows are expected to proceed normally. Furthermore, actions are required to address the reported errors and to import any orders that were missed. Celigo is also actively seeking clarification from eBay on how this breaking change was introduced, specifically regarding its impact on a particular API section of eBay.

To resolve the issue, follow the steps:

  1. Go to integrator.io and navigate to the eBay - NetSuite integration app tile.
  2. Go to Settings > Order > General > Duration in days textbox. 

    Note: The Duration in days textbox allows you to specify the duration for which the orders need to be synced in days. The duration will be calculated from the current date till the specified number of days in the past. The maximum value you can enter in this setting is 29. Backdating the order flow in this setting will bring all of the old orders into Netsuite. A duplicate check will be done automatically in the order flow to ensure existing orders won't be duplicated.

  3. Since the issue started on March 6th, 2024, set an appropriate value for Duration in days to process the orders. If the setting is altered on March 6th, 2024, it should be 1 and if the setting is altered on March 6th, 2024 it should be 2. After the missed orders have been processed, this setting can be reverted to its previous/original value.
  4. Save your changes.
  5. Now run the order import flow to sync the orders successfully.
  6. Now go to the Integrator dashboard and view the Error dialog for the fulfillment flow.
  7. Click Retry to re-run the fulfillment flow successfully.

 

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