To actually transmit your feedback entered in the ticket in PlentyONE to eBay, you need an event action that executes the plugin Respond to eBay Review.Step-by-step guide for the event action:Open the menu Setup » CRM » Ticket Setup » Events.Click on Add Event Action.Enter a name for the event action (e.g. "Respond to eBay Feedback").Select an Event from the dropdown list, for example New Message from Employee.Save ($\square$) the settings.Click on Add Filter and select the desired filters to limit the action to eBay feedback tickets (e.g. filter by the ticket type selected in the feedback import).Click on Add Action.Add the action Plugins > Respond to eBay Review.Tick the box for Active.Save the settings. 

Unanswered eBay reviews can be imported once daily into your PlentyONE system as tickets, so you can respond to them directly there. To do this, you need to set up the ticket import in the menu Setup » Markets » eBay » Feedback.Step-by-step guide to setting up the ticket import:Open the menu Setup » Markets » eBay » Feedback.In the Settings section, activate the option Enable import.Choose feedback type: In the Import feedback type section, activate the feedback types to be imported.Tip: The types Positive, Neutral, and Negative are available. You can select one, several, or all types for import.Configure ticket settings: In the Ticket settings section, select the following from the dropdown lists:ClientsTicket roleTicket typeTicket type statusIn the Users section, activate the option User.Save the settings.

The default setting at eBay causes the field for the phone number to often be passed to PlentyONE as "Invalid Request".Solution:You need to activate the corresponding setting in your eBay account yourself:Log in to eBay.Navigate to Account Settings » Settings » Shipping Settings.Activate the option A phone number is required for shipping.

The tag for eBay Plus is only transferred to PlentyONE after the customer has completed the checkout process on eBay. If you use automatic consolidation of orders, it may happen that the eBay Plus tag is missing.Issue and solution:Issue: If shipping costs are calculated by eBay and you have enabled the option Automatically consolidate open eBay orders under Settings » Listings » Checkout, orders are fetched into the system after the set duration (e.g. one hour), regardless of whether the checkout has been completed or not.Consequence: The eBay Plus tag is no longer requested afterwards and is therefore missing in the PlentyONE order.Solution: To reliably receive the eBay Plus tag, you should choose the duration for the automatic consolidation of open eBay orders so that the checkout process can be completed before the order is imported into PlentyONE.

Pending orders (e.g. unpaid orders where the purchase process on eBay is not yet completed) are not automatically displayed in the Orders menu. You can import these manually to process them in your system.Note: Pending orders only occur if you have selected the setting adopt from eBay for Shipping costs of new eBay orders in the menu Setup » Listings » Purchase process.Import pending ordersOpen the menu: Setup » Markets » eBay » Data exchange.Select the Orders tab.Select the appropriate country from the Platform dropdown list.Choose a Payment method and Shipping costs from the dropdown lists.PlentyONE assigns this payment method and shipping costs to the imported order.Activate the Orders you want to import in the list.Tip: If you select and import multiple pending orders from the same customers, these will automatically be merged into a single order.Click the gear to import the selected orders.→ The orders are now available in the menu Orders » Edit orders. Pending orders can only be imported within 30 days.

Manually retrieving orders may be necessary if automatic synchronization is disabled or to catch up on orders from a period when your eBay token had expired.Here is how to manually retrieve orders:Open the menu: Setup » Markets » eBay » Data Exchange.Select the Orders tab.Select the desired country from the Platform dropdown list.Choose the period under from … and to … for which you want to import orders.Click on Retrieve Orders.→ The orders from the selected period will now be imported into your PlentyONE system.

If you need to initiate a purchase cancellation on eBay as a seller yourself, you can automate this process in PlentyONE.1. Set order status for cancellation reasonsYou must assign a separate order status in PlentyONE for each possible cancellation reason you want to communicate to eBay:Buyer's delivery address was incorrectBuyer requested to cancel the purchaseI cannot deliver the item as agreedTip: Use existing order statuses or create new ones (see first article on status creation).2. Create event action(s) for the purchase cancellationSet up a separate event action for each reason. The action Start purchase cancellation on eBay is triggered as soon as you change the order status to the corresponding reason status.Here is the example for the reason Buyer's delivery address was incorrect:SettingOptionSelectionEventOrder change: Status changeSelect the status you assigned for the reason Buyer's delivery address was incorrect.Filter 1Order > Order typeOrderFilter 2Order > OriginSelect the corresponding eBay origin (e.g. eBay German...

You have two main options to reject a purchase cancellation request initiated by a customer in PlentyONE.Option 1: Change order status (Recommended for individual processing)This is the manual way to respond to imported requests that have the status eBay purchase cancellation requested.Open the menu: Orders » Edit orders.Search for orders with the status eBay purchase cancellation requested.Select the corresponding order.Change the status of the order to the status eBay purchase cancellation rejected.Save the settings.→ Requirement: Your decision will be automatically communicated to eBay if you have set up the event action eBay purchase cancellation reject.Option 2: Always automatically reject purchase cancellations for paid ordersYou can set up two event actions to always automatically reject purchase cancellation requests for already paid orders.A. Event action to mark paid ordersSet up an event action to mark paid orders.SettingOptionSelectionEventPayment: Complete ActionOrder > MarkingChoose a new or existing marking.B. Event ...

You have two options to accept a purchase cancellation request initiated by a customer in PlentyONE. Regardless of the method, you have 10 days to refund the money if the item has already been paid for.Option 1: Change order status (Recommended for individual processing)This is the common way to respond to imported requests that have the status eBay cancellation requested.Open the menu: Orders » Edit orders.Search for orders with the status eBay cancellation requested.Select the corresponding order.Change the order status to eBay cancellation accepted.Save the settings.→ Requirement: Your decision will be communicated to eBay automatically if you have set up the event action accept eBay cancellation.Option 2: Delete pending order (Only for pending orders)This method only applies to orders where the purchase process on eBay has not yet been completed (pending orders).Open the menu: Setup » Markets » eBay » Data exchange.Search for orders with the error message: A cancellation has been requested for this order..Select the order and d...

To automatically transmit your decisions regarding purchase cancellation requests (accept or reject) to eBay, you need to set up two specific event actions. These actions are triggered as soon as you change the order status in PlentyONE.1. Event action for accept (eBay purchase cancellation accept)This action informs eBay that you agree to a purchase cancellation as soon as the order is moved to the corresponding status.SettingOptionSelectionEventOrder change: status changeSelect the status for eBay: purchase cancellation accepted.Filter 1Order > Order typeOrderFilter 2Order > OrigineBay GermanyActionMarket listingseBay purchase cancellation accept2. Event action for reject (eBay purchase cancellation reject)This action informs eBay that you oppose a purchase cancellation as soon as the order is moved to the corresponding status.SettingOptionSelectionEventOrder change: status changeSelect the status for eBay: purchase cancellation rejected.Filter 1Order > Order typeOrderFilter 2Order > OrigineBay GermanyActionMarket listingseBay pu...

To automatically process purchase cancellation requests made by your customers on eBay in PlentyONE, you need to activate the import. Important: You must first have set and linked the order statuses for purchase cancellations before activating the import (see separate article).Here’s how to activate the automatic import:Open the menu: Setup » Markets » eBay » Settings.Switch to the tab Account Settings.For the setting Retrieve eBay Purchase Cancellations, select the option Yes.Save ($\text{\checkmark}$) the settings.→ The requests will now be imported automatically and will receive the PlentyONE status you have set for eBay purchase cancellation requested. 

You need to define specific order statuses in your PlentyONE system and then link them with the corresponding eBay purchase cancellation statuses. This is the basis for the automatic processing of requests.1. Create required order statusesFor importing and processing purchase cancellations, you need at least the following statuses. Choose status numbers in the range of cancelled orders, e.g. [8.xx], if you use Cancelled as the default.eBay purchase cancellation requestedeBay purchase cancellation acceptedeBay purchase cancellation rejectedeBay purchase cancellation request closedHere is how to create a new order status:Open the menu: Setup » Orders » Order Status.Click on Create new status.Enter a status number (e.g. 8.20) and a name (e.g. eBay purchase cancellation requested).Save the settings.Add additional languages if needed and save again.2. Check the status range for cancelled ordersTo ensure stock is correctly released for purchase cancellations, you need to check and adjust the status range for cancelled orders.Open the men...

The handling of the refund process depends on whether buyers return the goods and whether they paid with PayPal (or Managed Payments) or another payment method. You can also handle eBay returns directly in your eBay account; the status is then updated hourly in PlentyONE.Full refund with return (Example: Own label)Buyers request a return.You accept the return and set the status to eBay: Authorise return. → Event action Accept eBay return, with own label is triggered.You set the status to eBay: Upload own label. → Event action Upload own label to eBay is triggered.Goods are received by you.You set the status to eBay: Mark return as received. → Event action Mark eBay return as received is triggered.Refund:For PayPal payment: You set the status to Initiate eBay refund. → The refund is processed. The return immediately changes to the status eBay: Return closed.For other payment methods: You carry out the refund. You set the status to eBay: Mark refund as sent (without PayPal). Buyers confirm receipt.Partial refundBuyers request a retur...

You can set up various event actions (as a deprecated alternative to Flow) to inform eBay about your return decisions.Important return actions and their triggersThe following actions are selected in the Action tab of the event action after setting the Event (Order change: status change) and the Filters (Order type: return and Source: eBay Germany):ActionPurposeAccept eBay return with eBay labelInforms eBay that you accept the return with the eBay label.Accept eBay return with own labelInforms eBay that you accept the return with your own label.Reject eBay returnInforms eBay that you reject the return. Important: Only reject returns that violate your established return policies.Offer partial refundInforms eBay that you are offering a partial refund.Upload own return label to eBaySends your own label to eBay.Mark eBay return as receivedInforms eBay that the goods have arrived with you.Initiate eBay refundInitiates the refund (relevant for PayPal and Managed Payments). Prerequisite: OAuth2 authentication must be enabled for your eBay ...

You can automate the processing of returns to speed up processes such as accepting the return with a label. The PlentyONE Flow method is the recommended solution.Automation with PlentyONE Flow (Recommended)You create an event-driven flow to automatically inform eBay about your decision.Example: Accept return with eBay labelCreate a flow that is triggered by a status change, which you might call, for example, eBay: Authorise return, with eBay label.SettingSelectionEvent selectionOrder status changedControl elementBranch (Object type: Order)Filter settingsOrder > Order type Is in (IN) Return Order > Source Is in (IN) eBay GermanyActionsMultichannel > eBay: eBay returns authorisation, Return options: Accept return with eBay labelImportant notes for flowsOrder type: Decide whether you process refunds under the order type Return or create credit notes. If you create credit notes, you must add the filter Order type > Credit note to the flow, as changed eBay statuses are imported into both the credit note and the return.Own label: You can...

Incoming return requests from buyers on eBay can be handled via PlentyONE by accepting or rejecting a return, offering a partial refund, or not requesting the goods back (e.g. for low-priced items).Importing returnseBay returns and their status from the last 14 days are automatically imported and updated once per hour from eBay into PlentyONE.Status: New returns are created with the standard return status in the menu Orders » Edit orders.Return reason: The return reason selected by customers on eBay is assigned to a return reason in PlentyONE.Imported eBay returns are processed like all other returns in PlentyONE.Processing returns and refundsThe process for handling returns depends on the payment method used by buyers:PayPal: You initiate a (partial) refund which eBay processes for you. The amount is automatically transferred from your PayPal account to the buyer’s PayPal account. Due to the eBay Buyer Protection, eBay immediately sets a return to the status Completed when you have accepted it.Other payment methods: You initiate t...

To send reminders automatically, set up an automatic action in the action manager. With PlentyONE, the eBay dispute process can be initiated, which sends a payment request to buyers via eBay.Note: The dispute process is intended for orders where you have been waiting for payment for more than 4 days. These are referred to as outstanding orders in PlentyONE and can be accessed in the menu Setup » Markets » eBay » Data Exchange.Send reminder automaticallyOpen the menu: Setup » Orders » Actions.Click on the tab New Action.Make the following settings:Settings for automatic reminder actionsAreaSettingExplanationSettingsActiveCheck this box to activate the action. Run daily atSelect the time at which the action should be run daily. NameEnter a name for the action.FilterStatusSelect the appropriate status (e.g. Status 3: Waiting for payment). Last status changeSelect the option Enter days and enter the number of days. All eBay orders that have been in Status 3 for this number of days will be found. Payment deadline exceededThe dispute pro...

You can manually start reminders or the dispute process on eBay directly within the eBay order. This is possible in various scenarios, for example, if customers do not pay for the item, have made a wrong purchase, or no agreement can be reached.Send reminder manuallyOpen an eBay order in the menu Orders » Edit orders.Click next to the Item positions tab on the Edit tab. → The edit mode for the item positions is activated.Select an option from the dropdown list Start eBay reminder process…. → The Start eBay reminder process window opens.Click OK to start the reminder process.Reasons for the reminder process/dispute processA reminder process can be started in agreement with customers, for example, if:Customers no longer want the item.Customers have made a wrong purchase.Customer and merchant cannot agree on the terms.A dispute process can be started in PlentyONE, for example, if:Customers do not respond within the 7-day waiting period.Customers refuse to pay.Customers are no longer registered users.

You can specifically search for listings and orders where Click & Collect is enabled in the listings overview and order management.Filter by listingsIn the overview Sales Channels » Active Listings, you can select the filter option Click & Collect to display only the listings that are enabled for it.For this, select the filter option eBay under Marketplace.The filter option Click & Collect will then be displayed in the filter list.Filter by ordersOpen the menu: Orders » Edit Orders.Set the filter Click & Collect to Yes in the Filter tab to display the corresponding orders.

You can specifically filter listings and orders by the eBay Plus setting.Filter by eBay Plus listingsIn the menus Sales Channels » Active Listings and Sales Channels » Edit Listings, you can select the filter option eBay Plus after setting the filter Marketplace to eBay.Filter result Active Listings: Here only eBay listings that are currently listed as eBay Plus listings are shown.Filter result Edit Listings: Here all listings that you have activated for eBay Plus are shown – including those that are currently not listed on eBay.Filter by eBay Plus ordersOpen the menu: Orders » Edit Orders.Set the filter eBay Plus in the Filter tab to Yes to display eBay Plus orders.

You can create an event-driven flow in PlentyONE Flow to automatically send eBay messages (shipping confirmations) to your customers as soon as the goods issue has been posted. This method is recommended by PlentyONE.The principle of PlentyONE FlowWith PlentyONE Flow (short: Flow) you automate workflows for your business processes. In the Automation menu you will find two functions:Flow Studio: Here you create and configure automated workflows. There are three types of flows depending on the trigger type: event-driven, time-driven or manual.Flow Tracker: Here you monitor running or completed executions of the workflows.Create event-driven flowPerform the following steps in the PlentyONE Flow Studio:Open the menu Automation » Flow Studio.Click on Create Flow (add).The pop-up stepper will guide you through the following three steps:1. GeneralEnter a unique name and optionally a description for the new flow.Click Next.2. TriggerSelect Event-driven as the trigger.Click Next.3. SettingsOptionally select a UI from the dropdown list Flow ...

You can set message texts that are automatically sent to your customers' eBay user account after a purchase is completed and an order is created in PlentyONE.Entering message textsFollow these steps to enter the automatic message texts for the different language versions:Open the menu Setup » Markets » eBay » Settings » Tab: Account Settings.In the section Message after purchase, enter the desired message texts for the different language versions.Important note: The text may contain a maximum of 1,000 characters. Longer texts will not be accepted by eBay and cannot be delivered.Save the settings.Disabling automatic messagesTo disable the automatic messages, simply delete the previously entered text and save the menu again.

You can set up an event action to automatically send an email when a new order from eBay is created. Please note that this method is considered deprecated.Set up event actionOpen the menu Setup » Orders » Events.Click on Add event action (+).The window Create new event action will open.Enter a unique name for the event action.Select New order as the event.Save ($\text{Save}$) the settings.Make the following additional settings:Filter 1:Order > Origin eBay Action:Customer > Send email Select the previously created email template for eBay.Activate the setting Active (Toggle).Save the settings.

You can set up automatic email sending for order confirmations after an eBay purchase with an event-driven flow in PlentyONE Flow. This method is recommended by PlentyONE.The principle of PlentyONE FlowPlentyONE Flow (short: Flow) allows you to automate workflows for your business processes. The Automation menu offers two functions:Flow Studio: Here you create and configure automated workflows.Flow Tracker: Here you monitor ongoing or completed executions of the workflows.Create event-driven flowPerform the following steps in PlentyONE Flow Studio:Open the menu Automation » Flow Studio.Click on Create Flow (add).The pop-up stepper guides you through the following three steps:1. GeneralEnter a unique name and optionally a description for the new flow.Click on Next.2. TriggerSelect Event-driven as the trigger.Click on Next.3. SettingsOptionally select a UI from the dropdown list Flow available in.Note: Currently, only the Order UI is selectable.Select the event Order > Order created from the dropdown list Event selection.Important: I...

You can set it up so that your customers automatically receive a confirmation by email or message to their eBay user account when an order is created in PlentyONE. To send the automatic emails, you first need to customise the email templates.Customise email templateFollow these steps to edit the templates or create a new template:Open the menu Setup » Client » [Select client] » Email » Templates.Expand the list General email templates.For eBay, the templates Ebay: Order confirmation with bank details without checkout and Ebay: Order confirmation are available.Adjust the text of these templates or create your own email template.Important note: The content of the template must be of the type Plain text. Templates of the type HTML-formatted text or attachments will not be transmitted.Save the settings.Note: The language versions of the email templates are assigned to the delivery countries according to the language set in the menu Setup » Orders » Shipping » Options » Tab: Delivery countries.

You can set up an event action to automatically leave reviews for your buyers on eBay. Please note that this method is considered deprecated.Set up event actionOpen the menu Setup » Orders » Events.Click on Add event action (+).The window Create new event action will open.Enter a unique name for the event action.Select the option Order change: goods issue posted as the event.Save the settings.Make the following additional settings:Filter 1:Order > OrigineBayAction:Market listings > Leave review for eBayActivate the setting Active (toggle).Save the settings.

You can use the Action Manager to retrieve the latest positive feedback from buyers daily at the same time and automatically leave positive feedback for your buyers.Set feedback textsFirst, you need to enter the texts for the automatic feedback:Open the menu Setup » Markets » eBay » Settings » Tab: Account Settings.In the Automatic Feedback section, enter the desired feedback texts to be used automatically.Save the settings.Set up the action in the Action ManagerNext, set up the action that should be executed daily:Open the menu Setup » Orders » Actions.Switch to the tab New Action.Tick the box for Active.Select a time for the setting Run daily at.Enter a Name for the action.Switch to the tab Filter.For the setting eBay, select the option received positive feedback.Note: All other setting options will be greyed out as a result.Switch to the tab Action.For the setting eBay, select the option leave positive feedback.Save the settings.

You can create an event-driven flow in PlentyONE Flow to automatically leave positive reviews for your buyers on eBay. This method is recommended by PlentyONE.The principle of PlentyONE FlowPlentyONE Flow (short: Flow) is used to automate workflows in your business processes. In the Automation menu, you will find two functions:Flow Studio: Here you create and configure automated workflows. There are three types of flows depending on the trigger type: event-driven, time-driven or manual.Flow Tracker: Here you monitor ongoing or completed executions of workflows.The central element of both functions is the Canvas, a graphical interface on which workflows are visually represented with actions and controls. In the Flow Studio, this is editable.Create an event-driven flowPerform the following steps in PlentyONE Flow Studio to set up automatic review submission:Open the menu Automation » Flow Studio.Click on Create Flow (add).The stepper that appears will guide you through the following three steps.1. GeneralEnter a unique name and optio...

If eBay changes or newly publishes return reasons, you can import these via a special function in PlentyONE.Synchronising return reasonsOpen the menu Setup » Markets » eBay » Data Exchange » Tab: Miscellaneous.Use the function Synchronise return reasons there.You must then link the newly imported return reasons as described in the menu Setup » Markets » eBay » Settings » Tab: Return settings.

To import and process eBay returns in PlentyONE, you need to link the return statuses used by eBay with the order statuses you have created in PlentyONE.Linking return statusesOpen the menu Setup » Markets » eBay » Settings » Tab: Return Settings.Open the tab Return Status Links.Select a suitable return status from the dropdown lists for each eBay return status.Tip: You can choose an existing status or create your own status that fits your workflow.Save (💾) the settings.Note: Information on further processing and automation of eBay returns via event actions can be found in the chapter Processing Returns.