Ongoing eBay download issue

OPT · Joined: 09 Nov 2009 Posts: 19

I have looked through the Forum and can’t find anyone else having this issue.
Items are not downloading from eBay under these circumstances….
1. Customer has purchased ‘multiple’ unique items from eBay, let’s say four items.
2. For some reason unknown reason, the customer pays for only two items as combined by eBay.
3. Customer follows up with an immediate payment of the two individual remaining items.
At this point, only the combined invoice is shown in ShipWorks; all Subsequent items are ignored. They remain in eBay as unshipped, yet ShipWorks shows zero additional items. I believe the combined invoice can either be before or after the individual items chronologically. Once ShipWorks recognizes the combined invoice the individual items are disregarded.
This issue has occurred approximately six times within the last year.
Please help….

Brett Berger · Site Admin Joined: 11 Jun 2010 Posts: 2400

Any chance you can track down and obtain the log files for these transactions?
_________________
Brett Berger
Interapptive ShipWorks Support

MDowdal · Joined: 02 May 2012 Posts: 150

Brett Berger · Site Admin Joined: 11 Jun 2010 Posts: 2400

We are investigating. If anyone could provide log files and details of specific transactions to find in said log files, it could be helpful for development.
_________________
Brett Berger
Interapptive ShipWorks Support

OPT · Joined: 09 Nov 2009 Posts: 19

This issue with the combined eBay items disappearing just happened again. Eight items in eBay, only four are showing in SW. Please excuse my ignorance... How do I download the logs to send to you?

MDowdal · Joined: 02 May 2012 Posts: 150

A review of the audit data shows the two orders being downloaded, then the combined order (IE 12345-C) has a mark which says "Deleted."

Brett Berger · Site Admin Joined: 11 Jun 2010 Posts: 2400

To view the ShipWorks logs click Click Manage -> Options -> Logging -> View All.
_________________
Brett Berger
Interapptive ShipWorks Support

OPT · Joined: 09 Nov 2009 Posts: 19

SW just had the issue again with the deleted eBay items. Should I email the Logging report to you? Which email address?

MDowdal · Joined: 02 May 2012 Posts: 150

I have been able to avoid this issue by disabling automatic downloads. I'm convinced this issue specifically is caused by the re-downloading of information by eBay.

Here is an example:

Customer A purchases 1 Basket of Grapes and 1 Carton of Milk, checks out the order. This appears in ShipWorks as order number 10001. Items: Multiple (2)

Customer A then afterwards purchases 1 Tomato and checks out. This appears in ShipWorks as order 10002. Items: 1 Tomato.

The next morning, I combine the two separate invoices into one order, as order 10003-C. Items: Multiple (3). Items: 1 Basket of Grapes, 1 Carton of Milk and 1 Tomato.

After automatic downloading, the order reverts to order 10001. Items: Multiple (2)... 1 Basket of Grapes, 1 Carton of Milk.

Audit log shows that both orders 10002 and 10003-C are deleted. Nowhere in ShipWorks can the 1 Tomato be found, until the end of the day when I check ebay and see that the Tomato is still waiting to be shipped!

I hope this helps anyone from the dev team, as I am confident that these exact steps replicate this problem. As I said, I have switched to manual downloading for now to save myself the headache, but avoiding this pesky bug is causing me and my company to do a lot of maneuvering. I would appreciate it if we could get some sort of an update or a work-around to this as soon as possible.

OPT · Joined: 09 Nov 2009 Posts: 19

Looking through the documents, I don't see that this issue is being logged. I see it within the Audit, but not the logs. It is not happening during a download. I only see download issues within the logs. It is happening when combining a multiple item order with a single item order, using these steps. Update Online -> Combine Orders Locally. This works flawlessly most of the time. I don't recall it ever happening when combining single item orders, only a multiple item with another order. I also can't say that it happens every time. This could be a huge issue for companies trying to keep up with eBay's Top Rated status rules, specifically uploading tracking within the stated handling time.

I can send you what ever you need to help reslove this issue.

OPT · Joined: 09 Nov 2009 Posts: 19

@MDowdal

What you are describing in your example is exactly correct. This is exactly what is happening.

However, we have never had the automatic downloads enabled and are still having issues.

Brett Berger · Site Admin Joined: 11 Jun 2010 Posts: 2400

Thanks for the updated details. Will pass these along to our developers to review.
_________________
Brett Berger
Interapptive ShipWorks Support

Bob Morley · Joined: 15 Aug 2012 Posts: 111

Sorry to bud in -- but does this problem only happen when you do a ShipWorks combine orders? I know when considering adding eBay stores SW support informed me there were known bugs with SW driven combines -- I simply avoid doing that (in the software).

As for eBay driven combines, I haven't tried a scenario as complicated as the only you put forth with 4 items and then only paying 2 of them. I did two purchases of 1 item each, downloaded into SW, then I paid for both of them, downloaded into SW. Once it got the updated stuff from eBay it deleted the "children" and left the consolidated parent. There was a time in between where the children were marked "Paid" before the consolidated order came in (because SW does a status update before eBay has finished up the consolidation, IMHO).

If we have multiple orders from eBay -- say the same customer has purchased various items and paid twice (maybe even one is a combined). We do NOT combine in SW -- instead what we opt to do, is have our warehouse package them together and process on one of the orders (making note of the tracking information). Then they would go to the other order and process it as provider "Other" filling in the track information recorded. This processes the subsequent orders, gets them "shipped" in eBay, and finishes them off in ShipWorks. This process works for us because it is the same one we use for Amazon, Magento, or any of our other stores that do not have the "combine" concept.

MDowdal · Joined: 02 May 2012 Posts: 150

I was informed not by Brett months ago, but by another member of the dev team that there is are issues and the recommended choice is NOT to combine orders through ShipWorks.

My question is, why include a feature if it is not going to work or have an ETA for the fix? Sixbit has a robust method of combining eligible orders. The combine feature in ShipWorks is good, but you do not get to see important information on the combine screen such as Ship-to name, address or Requested Shipping. Guess how many times I've accidentally combined orders from accounts drop-shipping to various customers?

As I have explained in earlier posts, our eBay store requires immediate payment (and there is simply no other option for our store) and we generate a lot of repeat business. If estimating I would say somewhere around 10% of our orders are eligible to be combined.

That being said, you are confusing the step in which ShipWorks downloads Combined Payment information. This lumps eBay orders together if they were paid with a common payment method and close enough together that eBay "lumps" them together. My business is adding new listings 8 hours of the day and as a result, buyers must act quickly to buy our inventory before someone else gets to it first. So all of the orders were already paid long before I begin the day of shipping them.

I'm also not okay with the method you outlined above. I should not have to cherry pick each and every order that needs to go out in a combined container, as this slows down start of day far too much when I have around 400 going out each week day.

OPT · Joined: 09 Nov 2009 Posts: 19

These two threads sound like they are related...

"Combining Orders Gives the wrong Total Amount Of Orders... "

"Ongoing eBay download issue"

OPT · Joined: 09 Nov 2009 Posts: 19

The missing eBay orders issue has happened again, twice in a 24 hour period.

This is NOT limited to manual SW combined orders. Both current instances are identical.

1. Buyer purchases multiple items and pays by combined eBay invoice.
2. Buyer follows up with second order of one item he missed in original order.
4. Both invoices are paid for and ready to be shipped in eBay.
3. SW only downloads the order of combined items.
4. Single item from second order will not download into SW.

This same issue will also occur if you do manually combine within SW. SW literally deletes item from the database.

This is a very troublesome problem that needs to be fixed. Unless you are reconciling unshipped items in eBay to SW after every download, there is no guarantee you're getting everything.

upak · Joined: 07 Jul 2011 Posts: 27

Yeah, I'm having the same issue over here. Before this last update, orders wouldn't combine at all, but the downloads went by super fast. Since the update yesterday, now downloads take forever and I've only had one finish so far....these downloads are taking over two hours Sad

If we try to skip the "combining orders" part of the download and just cobmine the locally on shipworks, the totals are wrong, lol! ARG!

MDowdal · Joined: 02 May 2012 Posts: 150

I was told in another topic that a new update was released to day that "fixes" the issue. I'm installing now so I'll let everyone know!

upak · Joined: 07 Jul 2011 Posts: 27

There was a new update released yesterday, but it seems to have corrected a few things and then caused a few new things.

OPT · Joined: 09 Nov 2009 Posts: 19

eBay orders are still not always downloading correctly with new SW version. Possibly a new situation/scenario: Customer has ordered three separate orders. Single item order 10/26, two item order 11/02, Single item order on 11/4. Single item order from 11/4 never downloaded from eBay.
3.2.3.3392 should have been the version to remedy this issue. Was on this version 10/24.

OPT · Joined: 09 Nov 2009 Posts: 19

This problem is still occuring.... It has happened twice this week. No need to give details again. Same issues, same problem. Not downloading all eBay items.

Brett Berger · Site Admin Joined: 11 Jun 2010 Posts: 2400

OPT · Joined: 09 Nov 2009 Posts: 19

This issue happened again over the weekend. Three ebay orders to one buyer. Purchased a single item order on 1/4/13, a two item order on 1/5/13, and a single item order on 1/6/13.

ebay Inv 68718 1/4/13
ebay Inv 68723 1/5/13 SW (50258)
ebay Inv 68736 1/6/13

Only one shows in SW as invoice 50258.

Have submited request to tech support. Need address to send logs to.

Really want to get this issue resolved.

OPT · Joined: 09 Nov 2009 Posts: 19

We have submitted log files today to hopefully get a resolve to this ongoing problem.

OPT · Joined: 09 Nov 2009 Posts: 19

We are on the Current version of SW, 3.3.8.4062, and the eBay download issue is still happening.

Customer purchased two items. Paid for items with a combined invoice.

Followed up later the same day with a single item purchase.

Single item purchase failed to download to SW.

We did not attempt to manually combine with the first order. The item was simply not recognized as a new order.

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