Frequently Asked Questions

Free Trial

  • Compared to other products in the market, how does Auctiva benefit me?

    Our software is geared at saving you both time and money, while maximizing your eBay profits. Auctiva offers the most intuitive and comprehensive set of tools for eBay sellers. Our one-page lister and listing profiles make posting with Auctiva a snap! We have a vast library of professionally designed listing templates that makes it easy to create and customize listings that attract buyers. Scrolling Gallery, Sellathon counters and warranties maximize your eBay profits. And image hosting with security and editing features, along with free scheduling and listing profiles make Auctiva the convenient choice. Add to that our best-in-class customer support and Auctiva leads the competition in features, value and ease of use.

  • What plan do you recommend for new eBay sellers?

    If you're just trying out eBay for the first time, we recommend you simply start your Free Trial. You'll have access to all our listing tools for 30-days. When your free trial winds down, you can make a better decision on what plan will best fit your needs. Take a look at the Pricing Plan page. If you have any questions as to which plan is best for you, please contact Customer Support. You can always change to a different plan whenever it's convenient for you.

  • What will happen to my saved listings if I don't choose a plan before my free trial ends?

    If you do not select a pay plan before your free trial ends, we will default your account to our Free Plan. Your saved listings will remain intact but, without a pay plan, you won't be able to continue to post listings using Auctiva. In order to continue posting listings to eBay using Auctiva tools, please check out our Pricing Plan page to find the plan that will work best for you.

  • What will happen to my images if I don't choose a plan before my free trial ends?

    If you do not select a pay plan before your free trial ends, we will default your account to our Free Plan. The Free Plan includes 1 MB of image hosting. If you have exceeded this limit during your free trial, all images will be deleted from your account. In order to continue using Auctiva's Integrated Image Hosting, please check out our Pricing Plan page to find the plan that will work best for you.

  • Can I tell how much image hosting storage I'm presently using?

    Yes. Log in to your Auctiva account and click on the Images tab. There will be a usage meter at the top of the page that will tell you how many megabytes you're using.

  • I don't want to use a credit card. Can I pay another way?

    Yes. You can set up your account to automatically bill your PayPal account each month. Go to the Billing Settings page and click on the "Setup my PayPal Billing Agreement" button to set up your recurring PayPal payments.

  • What can I get for free?

    Auctiva's Free Plan gives you access to:

    • Our Distinctive Scrolling Gallery
    • Your Auctiva Store
    • Auto Emails
    • Sellathon Counters
    • Sales Data Storage
    • Auctiva Education
    • 1 MB Image Hosting
  • What is included in your Image Hosting?

    We offer you all of the following features, which are standard with Auctiva Image Hosting:

    • Supersizing
    • Watermarking
    • The convenience of Image Hosting integrated into your listing tool, as opposed to entering the image reference into the html of your listing
    • Security features that make it harder for visitors to your listings to lift your images for their own use
    • Unlimited bandwidth
    • World-class reliability
    • Image archiving
    • Integrated editing capabilities
    • Drag and drop bulk uploading
    • Automated image resizing and optimization

General

  • How much does Auctiva cost?

    Auctiva offers many services as well as a variety of affordable pricing plans designed to fit the way you use eBay. From the occasional seller to the eBay Power Seller, Auctiva has a plan with you in mind.

  • I just signed up - why did all my listings disappear?

    Don't worry - your listings are not gone forever! This happens as part of eBay's on-going fraud protection policies. Your listings will return after eBay has reviewed them - typically within 6 hours (though eBay offers no exact time guarantees.)

  • Do I still have to pay eBay fees when listing through Auctiva?

    Yes, eBay fees still apply.

    Please visit the following link for the eBay fee structure: http://pages.ebay.com/help/sell/fees.html

  • Does Auctiva work with Amazon or Yahoo auctions?

    At present, Auctiva can only be used as a listing tool for eBay.

  • To which eBay sites can I post listings using Auctiva?

    Auctiva can be used to post listings to eBay US, eBay UK, eBay CA, eBay AU, eBay DE, eBay Motors, and eBay Motors (Parts and Accessories)

  • How do I transfer my current listings to Auctiva?

    Once you have generated your eBay token, your active listings will be automatically copied to your Auctiva account. It typically takes 6-12 hours for all of your active listings to be imported into your Auctiva account and appended with the Auctiva Scrolling Gallery.

  • What changes will be made to my active eBay listings when I sign up?

    When you sign up for your Auctiva account and create an eBay token, your current eBay listings will automatically be imported into your Auctiva account, at which point they will be appended with our Auctiva Scrolling Gallery and Sellathon counter.

    Both of these items are very valuable cross-marketing tools. The Auctiva Scrolling Gallery provides your customers with a quick look at the other items you have for sale on eBay, and the Sellathon counter provides a link that takes your customers to a gallery page showcasing all your items for sale.

  • How do I prevent any future changes or additions to my eBay listings?

    To prevent future additions to your listings, simply hover your mouse over the My Account tab, click on the "Acct. Preferences" link and change the settings under the Listing Enhancement section to reflect your preferences. Make sure to Update your Account Preferences at the bottom of that section to save your changes.

  • Toolbar Problems

    Sometimes toolbars installed on your browser can cause problems on certain webpages. Occasionally toolbars have caused problems with our HTML editor, causing buttons to be missing. If you experience problems with the editor you should try removing any toolbars you don't need, which may include Yahoo! Toolbar, Live Toolbar, and eBay toolbar.

  • Can I list through Auctiva using the eBay Giving Works program?

    Yes, Auctiva supports this program. The eBay Giving Works program allows you to donate a portion of any listing to the nonprofit organization of your choice. To use Giving Works you must first sign up through eBay. Visit eBay for more information http://www.ebaygivingworks.com/ns/sell.html.

    Once you've signed up for Giving Works you can donate a portion of your Auctiva listing by:

    1. Click on the Create New link under the Listings tab
    2. Locate the "eBay Giving Works" section found in the Item Details section under Start Price
    3. Click on the blue Browse/Search button to choose a charity
    4. Select the percentage you wish to donate by filling in the Donation % field, using numbers only, no decimals or symbols are allowed. You can donate as little as 10% or as much as 100% ($1 minimum) of an item's final sale price.

    Disclaimer: Giving Works is an eBay program and any questions regarding donations should be directed to eBay.

  • Why do I keep getting logged out?

    Cookies are small files stored on your computer that save data when you visit websites. We use cookies to keep you logged in as you move from page to page.

    If you are having difficulty logging in or staying logged in, you may have cookies disabled.

    Adjusting Cookie Preferences (Internet Explorer)

    1. Press 'alt+t' then press 'o'
    2. Click the Privacy tab
    3. Click Sites
    4. In the text field type "auctiva.com"
    5. Click Allow
    6. Click Ok
    7. Click Ok
    8. Close all browser windows and reopen

    Adjusting Cookie Preferences (Firefox)

    1. Press 'alt+t' then press 'o'
    2. Click privacy tab
    3. Click Exceptions
    4. Type "auctiva.com"
    5. Click Allow
    6. Click Close
    7. Click Ok
    8. Close all browser windows and reopen

    Also, make sure that you always have the Remember Me box checked when you are signing in.

  • I am unable to list, edit or do anything on Auctiva. What should I do?

    The best way to resolve this issue is to clear your browser's cache, temporary Internet files and cookies. Once this is done, restart your computer and log into your Auctiva account. If this does not resolve the issue, contact Customer Support for further assistance.

  • Spyware & Adware

    Spyware and adware compromise your computer's security and can cause a lot of browsing problems. Keeping your virus protection software up to date as well as using a respected spyware removal tool will help keep your computer running its best.

    Auctiva is in no way associated with spyware or adware.

  • How do you ensure that your clocks are synchronized with eBay's?

    We are synchronized with atomic clocks, resembling eBay's system. This gives incredible precision when using Auctiva to post listings on eBay.

  • I have an existing Sellathon account. Can I cancel my existing PayPal billing agreement?

    If you already have an existing Sellathon account, you can safely cancel your existing PayPal billing agreement.

    1. Log in to your PayPal account.
    2. Click the My Account tab.
    3. Click Profile at the top of the page.
    4. Click the Pay List link in the Financial Information column
    5. Click your Sellathon billing agreement.
    6. Click the Cancel link.
  • How do I redeem my Google Adwords credit?

    The Google AdWords credit is only eligible for users on the Premium Plan. You can redeem your coupon on the Google AdWords Redemption page. That page contains the terms and conditions, as well as a link to Google AdWords to create your account.

  • Can I use my existing Google Adwords account?

    No. The coupon is only available to new Google AdWords accounts.

  • What can Google Adwords do for my sales?

    Using keywords, Google AdWords provides targeted advertising on both Google and Google's advertising network. You define your advertising budget and only pay when people click on one of your advertisements. Click for more details.

  • Do I have to use Google Adwords for my Auctiva Commerce store?

    No. You can use Google AdWords not only for your Auctiva Commerce store, but also for any online presence you might have.

Account

  • What is an eBay token and why do I need one?

    In order for eBay to recognize you through our system eBay must generate a token for you. A token is like a key just for your account so Auctiva and eBay can communicate about your account. If you don't generate an eBay token, you cannot use 95% of Auctiva's tools, including the Auctiva Scrolling Gallery.

    To generate your eBay token:

    1. Hover your mouse over the My Account tab and click on the eBay link in the Settings section.
    2. Click on the Get New Token link.

    When you click the "Generate eBay Token" button, you are redirected to the eBay sign-in screen. eBay requests that you specifically agree to let them share necessary information from your eBay account with Auctiva Corporation for Auctiva functions. When you click on "Agree and Continue", eBay assigns the token and you are switched back to the Auctiva screen with your eBay identity linked.

    Below is the text of the agreement:

    In order to fulfill your request to use Auctiva Corporation on eBay, we need to give Auctiva Corporation access to some information about you. This information will be encrypted in a way that Auctiva Corporation will only be able to use it to perform the following functions on your behalf:

    • Display the status of items I sell.
      Information that is currently available in the selling section of My eBay.
    • List new items for sale, relist items, sell similar items, or make a second chance offer.
      Perform item listing actions on my behalf using tools similar to Sell Your Item, etc...
    • Add to item description or revise items for sale.
      Perform revisions or additions to item listings on my behalf similar to Revise Your Item.
    • Leave feedback or display my feedback. Perform feedback actions on my behalf such as leaving feedback or display my feedback.

    For your security and protection, eBay requires your explicit consent before we will transfer any eBay transaction information to third parties. eBay strongly encourages you to read Auctiva Corporation's Terms and Conditions and Privacy Policy as their use of your eBay transaction information is controlled by those policies, and is not directly controlled by eBay.

  • What if my eBay Token isn't working?

    It is possible that the token required by Auctiva to perform actions on the eBay system on your behalf has become invalid or expired. When this happens you will need to regenerate the token for your account.

    To generate your eBay token:

    1. Hover your mouse over the My Account tab and click on the eBay link in the Settings section
    2. Click on the Get New Token link

    When you click a Generate eBay Token button, you are redirected to the eBay sign-in screen. eBay requests that you specifically agree to let them share necessary information from your eBay account with Auctiva Corporation for Auctiva functions. When you click on Agree and Continue, eBay assigns the token and you are switched back to the Auctiva screen with your eBay identity linked.

  • Can I use my email address or my eBay username as my Auctiva username?

    Yes, you can use your email address or your eBay username as your Auctiva username.

  • How do I update my e-mail address?

    To change your e-mail address on your Auctiva account:

    1. Log into your account.
    2. Hover your mouse over the My Account tab, and click on "Acct. Preferences" in the Settings section.
    3. Scroll down to the "E-mail Preferences" section.
    4. Enter your new e-mail address in the box provided.
    5. Confirm your new e-mail address in the textbox below.
    6. Click the "Update E-mail Address" button to save your new e-mail address.

  • How do I change my Auctiva username?

    You must file a support request to change your Auctiva username. In the support request, please include what you would like your new username to be.

  • How do I change my password?

    Login and go to Change Password page.

    or

    1. Log into your Auctiva account
    2. Hover your mouse over the My Account tab and click on the Change Password link
    3. Enter your old and new passwords in the assigned fields and click the blue Change Password button
  • Why can't I log in?
    1. Please make sure cookies are set to medium in Internet Explorer.
    2. Be sure you don't have a password filling program running on your system that could be putting in the wrong password. To avoid this possibility, enter your password manually.
    3. If the previous suggestions do not help, make sure you have all anti-virus, anti-spyware, and anti-ad spyware turned off. Then, try again. Some of these programs can interfere with our Javascript calls.
    4. You may also have had too many invalid log in attempts. Please file a support request to address that problem.
    5. If none of the above apply to your situation, please file a support request.
  • How do I close my account?
    1. Click on the My Account tab
    2. Click on the Cancel link on the left side of the page

    Once you have closed your account, if you want to remove the Auctiva Scrolling Gallery from your active listings you must delete the Auctiva Scrolling Gallery HTML from the HTML description using eBay's Revise Item form.

    1. Find the listing you would like to edit on eBay
    2. Click on the link to Revise the item
    3. Put your mouse in the HTML description and click so your cursor is in the box
    4. Hit Ctrl+F and when the find box comes up type ASW. Find the first instance
    5. Use your mouse to highlight all the HTML after that first ASW until you see the second ASW - take care not to delete anything before or after those ASW tags
    6. Delete all that code between the two ASW tags
    7. Save your changes
  • What do I do if I've changed my eBay username?

    If you have changed your eBay username, simply update that information in your Auctiva account by generating a new token.

    To generate a new token:

    1. Hover your mouse over the My Account tab and click on the eBay link in the Settings section
    2. Click on the Get New Token link
  • How do I prevent people from seeing my Sellathon stats?

    Buyers can only see Sellathon stats if you have an active Sellathon account. If you do not have an active Sellathon account, that link will still take buyers to your Gallery page where all of your items will be sorted by popularity only.

    Our research shows that the Gallery increases traffic to your items 17%. More visitors means more opportunities for a sale. However, if you do not want people viewing your other listings on the Gallery page because of the additional statistics they can see, you will need to use a hidden counter.

    1. Sign in to your Auctiva account.
    2. Hover your mouse over the My Account tab and click on the "Acct. Preferences" link in the Settings section.
    3. Under Listing Enhancements you will see "Sellathon Counter Type."
    4. Change the type to Hidden.
    5. Make sure to update your account preferences.

Auctiva Commerce

  • What is Auctiva Commerce?

    Auctiva Commerce is the best way to open an off-eBay store and start selling online right now. Our wizards make the set-up process faster and easier. Our import functionality will help you set up all your products in no time. Our user interface gets you where you need to go in fewer clicks. Our dashboard gives you a snapshot of your store, and is fully customizable to give you the information you want when you want it.

    For more information visit http://www.auctivacommerce.com

  • Why do I have to have an Auctiva account to sign up for Auctiva Commerce?

    You need an Auctiva account to manage the monthly store and sales fees for your Auctiva Commerce store. You do not need to use your Auctiva account for any other reason if you are only interested in an Auctiva Commerce store. Auctiva's eBay tools are an unrelated service, and you can use them to list items on eBay if you wish.

  • Can I continue to use my Auctiva Commerce store after the trial period expires?

    Yes. To keep your store in business, make sure you enter your billing information in your Auctiva account before the trial expires. If you allow the trial period to expire before entering your billing information, the purchase feature will be disabled from the store. You will not be able to take new orders. Follow these instructions to enter your billing information:

    1. Log in to your Auctiva.com account. Your username and password are not necessarily the same username and password you use to log in to your Auctiva Commerce store administration.
    2. Hover your mouse over the My Account tab and click on the My Payment Method link.
    3. If you have a credit card on file, a message will display the last 4-digits of the account. This message displays just above the "Edit" buttons.
    4. Click on the Edit my Credit Card Information button. The Billing Settings page will load.
    5. Enter your billing information.
    6. Click on the Save button. You credit card information will be on file and your store fees will be automatically billed when the trial period expires.
  • Can I opt-out of the Auctiva Commerce trial period?

    Yes. You can opt-out of the trial period. Follow these instructions to cancel your store:

    1. Log in to your Auctiva.com account. Your username and password are not necessarily the same username and password you use to log in to your Auctiva Commerce store administration.
    2. Hover your mouse over the My Account tab and click on the Auctiva Commerce link in the Settings section. The Auctiva Commerce Account page will load.
    3. Click on the Cancel button.
    4. Click on the Yes button at the "Are You Sure" prompt.
    5. Enter in your reason for cancelling your Auctiva Commerce store.
    6. Click on the "Yes, I want to cancel" button.
    7. Click on the "Cancel My Account" to confirm your cancellation.
  • How do I view my Auctiva Commerce bill?

    Log in to your Auctiva account, hover your mouse over the My Account tab and click on the My Account Activity link. The Account Activity page will load. You can view invoices and make payments from this page. Your store fee is charged to your account at the beginning of each billing cycle and the transaction fees are billed at the end of each billing cycle. For example, your August bill will include the store fee for month of August and the transaction fees that were processed in July.

  • Do I need an eBay account to use an Auctiva Commerce store?

    No. You do not need an eBay account. In fact, Auctiva Commerce is a completely separate e-commerce solution that is not integrated with eBay at all.

  • Can I use my Auctiva Commerce store with my own domain?

    Yes. Auctiva Commerce can be setup with your own custom store domain name.

  • When can I open a store?

    Now! You can start your Auctiva Commerce store by following these instructions:

    1. Log in to your Auctiva account.
    2. Hover your mouse over the Store tab and click on the "Sign Up" link.
    3. Enter in your information in the sign up form.
    4. Click on the Create Store button to create your Auctiva Commerce Store.
  • What is the Auctiva Commerce Mall?

    In a future release of Auctiva Commerce, the Auctiva Commerce Mall will be introduced as a common place for online shoppers to find products on all the Auctiva Commerce stores. It will be a portal that links together all the Auctiva Commerce storefronts to create a comprehensive shopping experience.

    As a step in that direction we have the Shop tab. Make it the place you start for all of your shopping needs.

  • Will my Auctiva Commerce store be down when Auctiva.com does maintenance?

    There may be times when the Auctiva Commerce administration section goes offline, but your storefront should never do so. Products should always be available to your customers.

  • Can I create auctions on my store?

    No. Auctiva Commerce stores do not have an auctioning feature. It is an online store. You can use your Auctiva account to list items on eBay if you wish to sell using the auction format.

  • How do I log in to my Auctiva Commerce store administration?

    You can click on the Store tab in your Auctiva account and locate the Auctiva Commerce box which will have your administration and store URLs. Or, you can get there by typing your store URL into the browser, e.g., http://yourstorename.auctivacommerce.com/Admin/login.aspx. Make sure you replace "yourstorename" with your actual store name. You cannot reach Auctiva Commerce administration through the customer log in on your storefront, although you can use the same email address associated with your Administrator profile to sign in as a customer.

    Make sure to bookmark this link!

  • Can I use an Auctiva Commerce store if I'm in another country?

    Yes. Auctiva Commerce stores can be owned by individuals in any region of the world, though you will likely need to make a couple of changes to your store to make it workable for you and your customers. To learn more visit our Help pages: Auctiva Commerce Help .

  • How do I contact Customer Support for my Auctiva Commerce store?

    Auctiva Commerce Customer Support is available 24 hours/5 days a week, Monday-Friday. You can file a support request at http://support.auctivacommerce.com

Auctiva Shipping Insurance

  • What is Auctiva Shipping Insurance?

    Auctiva Shipping Insurance is exactly the same insurance as offered from other services - it is just purchased by us in bulk, made available to our users and is simple to purchase through Auctiva.

    Coverage Rules - Complete description of items that CANNOT be covered using Auctiva Shipping Insurance.

    Fraud Policy - View our Shipping Insurance Fraud Policy.

    Terms & Conditions - View our Shipping Insurance Terms & Conditions.

  • How does Auctiva Shipping Insurance compare with that of USPS?

    See our Shipping Insurance Comparison Chart .

  • What are the benefits of using Auctiva Shipping Insurance?
    1. Auctiva Shipping Insurance policies are cheaper.
    2. Auctiva Shipping Insurance policies cover international shipments up to $2,500.
    3. Auctiva Shipping Insurance policies cover shipments via all major carriers.
    4. Policies can be automatically generated with our new Auto-Purchase feature, or you can generate them manually when needed.
    5. Policies can be purchased up to 72 hours after the carrier's recorded ship date!
    6. The claims process is easy and can be completed online.
  • How can I purchase Auctiva Shipping Insurance for my packages?

    You can set up Auto-Purchase Rules to insure packages if they meet certain criteria you define. Or you can purchase Auctiva Shipping Insurance manually, either during the listing creation process or after the sale up to 72 hours after the recorded ship date.

      To use the Auto-Purchase Feature

    1. To set up your Auto-Purchase Rules, hover your mouse over the My Account tab and click on "Auctiva Shipping Ins".
    2. Check the "Use Auctiva Shipping Insurance" box.
    3. Under the Auto Purchase heading, you can choose to never automatically purchase insurance, insure all my transactions or insure based on certain criteria only (e.g., total transaction price, international, etc.).
    4. Be sure to save your settings at the bottom of the page.

      To include Auctiva Shipping Insurance when creating your listings

    1. Create a new listing, or open a saved listing.
    2. In the Auctiva Lister, scroll down to the Shipping Tools section, where you will find several options for insurance.
    3. Select "Automatically purchase insurance for this listing," which will override any Auto-Purchase Rules you may have created.
    4. Finish completing your listing and click the "Save" button.

    Note: This procedure will override your Auto-Purchase Rules for this listing, including any time the item is relisted. This preference can also be stored in a Listing Profile.

      For single transactions:

    1. Hover your mouse over the Sales tab and click on the "All" link.
    2. Click the "Add Insurance" link to the right of the item you would like to insure.
    3. Verify the summary information on the next page and click blue "Purchase Insurance" button to confirm purchase.

      For multiple transactions

    1. Hover your mouse over the Sales tab and click on the "All" link.
    2. Check each checkbox to the left of the items you would like to insure.
    3. Click the blue "Purchase Insurance" button.
    4. Verify the summary information on the next page and click blue "Purchase Insurance" button to confirm purchase.
  • When I'm creating a listing, do I need to change anything on my insurance settings in the Shipping Tools area to enable it?

    If you have already set up your insurance settings in your account, your default settings will appear automatically in the Shipping Tools section. However, you can override those settings if you wish. Please read our tutorial for more information.

  • What if I am using PayPal shipping labels?

    You can continue to print your shipping labels with PayPal - just make sure that you aren't purchasing shipping insurance through PayPal.

    PayPal sometimes automatically marks the "Purchase USPS insurance" option, so remember to uncheck that option before completing the label printing.

  • What if I ship using USPS?

    It is easy to ship your packages from USPS while using Auctiva Shipping Insurance. Ship your packages exactly the same way you normally do, just don't purchase shipping insurance at the post office.

  • How do I enable Auctiva Shipping Insurance?

    Auctiva Shipping Insurance is automatically enabled when you open your account. You can disable Auctiva Shipping Insurance via the following process:

    1. Hover your mouse over the My Account tab and click on the "Auctiva Shipping Ins." link.
    2. Uncheck the box next to "Use Auctiva Shipping Insurance".
    3. Save your settings.
  • What plans offer Auctiva Shipping Insurance?

    Auctiva Shipping Insurance is a Premium Tool that is immediately available on all the plans. If you plan to use Auctiva Shipping Insurance with the Free Plan, you'll need to make a pre-payment or place a credit card on file to gain access to this feature.

  • How do I use Auctiva Shipping Insurance if I have a Free account?

    One of the benefits of being a Free Auctiva tools user is having access to our discounted Auctiva Shipping Insurance. Free users can also benefit from our new auto-purchase rules.

    How do I pay for Auctiva Shipping Insurance with a free account?

    In order to purchase Auctiva Shipping Insurance with a free Auctiva account, you'll need to make a pre-payment using PayPal or a credit card, or place a payment method on file to enable monthly billing.

    Can I purchase Auctiva Shipping Insurance for items that were listed using another service?

    Yes. You may set up your Auto-Purchase Rules to automatically purchase insurance for every transaction or just those that exceed the dollar amount you specify. Or you may purchase insurance manually up to 72 hours after the sale by going into the "Sales Transactions" page within your Auctiva account.

  • How do I pay my Auctiva Shipping Insurance balance?

    If you do not have a credit card on file, you will be required to make a pre-payment in order to keep a positive balance in your account. Follow these instructions to place a credit card on file or set up recurring PayPal payments (or see below for instructions for making pre-payments):

    1. Hover your mouse over the My Account tab and click on the "My Payment Method" link.
    2. Click the Edit Credit Card Information button to enter or credit card information or click on the Set up My PayPal Billing Agreement button to enter your PayPal information.
    3. Enter your billing information and click on the Save button when finished.

    If you have automatic monthly billing set up for your insurance charges, you will receive an invoice detailing the insurance charges you have accrued up to that point on the 1st of each month, and the charges on the invoice will be charged to the payment method you have on file three days after your invoice has been created.

    Pre-Payment Instructions: You may also make a one time pre-payment to add a positive balance to your account. Follow these instructions to make a payment:

    1. Hover your mouse over the My Account tab and click on the "Auctiva Shipping Ins." link
    2. Click the "Click here to add funds to your account" link
    3. Payments can be made through PayPal, VISA, or Mastercard
  • Can I use other types of shipping insurance?

    Yes, if Auctiva Shipping Insurance is disabled in your account, you can purchase insurance on your own.

    To disable Auctiva Shipping Insurance:

    1. Hover your mouse over the My Account tab and click on the "Auctiva Shipping Ins." link.
    2. Uncheck the box next to "Use Auctiva Shipping Insurance".
    3. Save your settings.
  • Can I purchase Auctiva Shipping Insurance for items listed on eBay international sites?

    Auctiva Shipping Insurance is allowed for items listed on:

    • eBay US
    • eBay CA
    • eBay Motors
    • eBay Motors (Parts and Accessories)

    Auctiva Shipping Insurance is NOT allowed for items listed on:

    • eBay UK
    • eBay AU
    • eBay DE
  • How do I file a claim?
    1. Locate the item/s on your Sales Transactions page.
    2. Click the View Insurance link to the right of the item.
    3. Follow all the instructions provided on filing a claim.

    Please note: Shipments from the US to Canada must follow the international claim policy rules.

    Coverage Rules - Complete description of items that CANNOT be covered using Auctiva Shipping Insurance.

    Fraud Policy - View our Shipping Insurance Fraud Policy.

    Terms & Conditions - View our Shipping Insurance Terms & Conditions.

BattleBids

  • What are BattleBids games?

    BattleBids games are a great way to make your listings more interactive for your bidders. Click here to see more information including what a BattleBids game looks like in a listing!

  • How do I set my BattleBids preferences?

    To set your account preferences:

    • Sign into your Auctiva account.
    • Hover your mouse over the My Account tab and click on the "Acct. Preferences" link in the Settings section.
    • Locate the Listing Enhancements section.
    • Make your choices and click the Update Account Preferences button.

    IMPORTANT NOTE: If you change your BattleBids preferences, it will be reflected in listings launched after the change. Once listings launch with BattleBids games already in them, the games have to either be manually removed from the listings using the eBay Revise Your Item form or removed by our customer support department.

  • How can I remove a BattleBids game from an active listing?

    There are two ways to remove a BattleBids game from an active listing:

    1. You can manually delete the BattleBids game HTML from the HTML description of your listing using eBay's Revise Item form. This step is easiest when you only have a few listings to deal with.

    • Find the listing you would like to edit on eBay.
    • Click on the link to revise the item.
    • Put your mouse in the HTML description and click so your cursor is in the box.
    • Hit Ctrl+F and when the find box comes up type BBG Start.
    • Use your mouse to highlight and delete all the HTML from
      < !--BBG Start-- > until < !--BBG End-- >. Take care not to delete anything before or after those tags.
    • Save with eBay.

    2. File a support request and let customer support know you would like to have BattleBids games removed from your listings. This is your best option when you have many listings to deal with or don't want to try taking the HTML out yourself.

Billing

  • Can I set up recurring PayPal payments to automatically pay my invoice each month?

    Yes. You can set up your account to automatically bill your PayPal account each month. Go to the Billing Settings page and click on the "Setup my PayPal Billing Agreement" button to set up your recurring PayPal payments.

  • When can I change my pricing plan?

    You can change your pricing plan as often as you'd like and at any point in time. Changes made to your pricing plan are effective as soon as the next billing cycle starts, except when changing from the Free Trial or Free Plan to a pay plan. These plan changes will be effective immediately and the monthly fee will be prorated.

  • How are charges calculated when there's a plan change?

    Plan changes from the Free Trial or Free Plan to a pay plan are prorated. All other plan changes become effective at the start of the next billing cycle.

    When you change from a paid plan to any other plan mid-billing cycle, you will remain on your existing plan for the rest of the current month, and your account will be switched to the new plan on the first of the next month.

    If you changed your plan during last month but were still charged the exact rate associated with your previous plan, it's most likely that you changed your plan after your invoice for last month had been created.

    If you need to change your plan in the middle of a month and have it take effect immediately, please contact Customer Support, and we may be able to help.

  • Are monthly fees prorated when I change my plan?

    Plan changes from the Free Trial or Free Plan to a pay plan are prorated. All other plan changes are effective at the start of next billing cycle.

  • How do I pay my bill?

    You should have a credit card or PayPal account info on file that will be automatically billed. You will be billed 3 days after receiving your invoice notification email. If you'd like to manually make a payment with PayPal or a different credit card, follow these instructions:

    1. Hover your mouse over the My Account tab and click on My Invoices link. Review your charges.
    2. Scroll down the page and click on the "Make a payment for this invoice" link.
    3. Enter the Payment Amount.
    4. Choose a Payment Method.
    5. Click on the Make Payment button. If you chosen the PayPal payment method you'll be redirected to PayPal's website. Follow the instructions on PayPal's website to complete the transaction.
  • Do you support foreign currencies for billing?

    Billing is processed in USD. When you pay charges and fees, the currency conversion is handled by your financial provider (i.e., your credit card company or PayPal).

  • When will I be billed?

    All Auctiva users will be on the same billing cycle, to follow full calendar months. The billing cycle cut-off date/time is 23:59:59 PST on the last day of each month (e.g., Dec. 31, April 30, etc.). Typically by the first week of each month, we will create an invoice for your account, comprising all of your charges for the previous billing cycle. We will immediately notify you by email that your invoice is ready for your review on the site. This email will include both the invoice amount as well as the date we plan to charge your on-file payment method, which is also displayed within the actual invoice accessible through your account.

  • What am I being billed for?

    Fees vary by plan type and usage. To review your specific charges, hover your mouse over the My Account tab and click on My Invoices link.

    To review an itemized breakdown of your charges for last month, hover over the My Account tab within your account and select the "My Invoices" option. If you'd like to review older invoices, you can browse through these from the "Select Invoice" drop-down menu at the top of the page. If you have any questions regarding your invoice, we encourage you to contact Customer Support for assistance.

  • Why was I charged after I cancelled my account?

    Auctiva's paid services are billed on a month-to-month basis. So, if you begin a month on a paid plan, you are responsible for the plan's entire monthly fee, regardless of when you cancel your account.

    Because monthly fees are charged to customers' automatic payment methods in arrears, you can expect one charge to be issued after you cancel your account, usually during the first week of the following month.

  • Why was I charged for Image Hosting?

    The Standard and Unlimited Premium plans include 1 GB of Image Hosting space, and our Starter Plan includes 500 MB of integrated Image Hosting space. If your invoice includes a charge for extra Image Hosting, you likely exceeded your plan's Image Hosting allowance.

    You can see the record of any additional Image Hosting charges you have accrued, as well as your peak Image Hosting usage that triggered the charge, by hovering over the My Account tab within your account and selecting the "My Invoices" option.

  • Why am I being charged for insurance policies?

    If you are being charged for insurance policies that you did not purchase manually, your Auctiva account must be configured to automatically generate insurance policies for your transactions under certain circumstances.

    To review and/or make changes to your Auto-Purchase Rules for shipping insurance, please mouse over the My Account tab within your account and select the "Auctiva Shipping Ins." option within the Settings section.

    If you'd prefer not to have our system automatically generate policies but still wish to use Auctiva Shipping Insurance, you can always purchase insurance policies manually using the "Add Insurance" links next to the desired items on your Auctiva Transactions page.

  • What do I do if there’s a problem with my bill?

    Please review the Billing FAQs on this page to address any questions with your bill. If you cannot resolve your problem, contact Support.

  • How do I place a credit card on file?

    You can place a credit card on file for automatic billing. Follow these instructions:

    1. Hover your mouse over the My Account tab and click on the My Payment Method link.
    2. Click on the Edit Credit Card Information button.
    3. Enter your credit card information and click on the Save Settings button.

    You will be automatically billed 3 days after your invoice notification email is sent.

  • Why did I receive a billing failure notice?

    When a payment transaction fails, you'll receive a billing failure notice. This typically happens when a credit card has expired, is over its credit limit or your billing information was entered incorrectly. Follow these instructions to check your billing information and then make a one-time payment:

    1. Hover your mouse over the My Account tab and click on the My Payment Method link.
    2. Click on the Edit Credit Card Information button.
    3. Enter your credit card information and click on the Save button. The Account Activity page will load.
    4. Review your balance and click on the Make a Payment link.
    5. Enter the Payment Amount.
    6. Choose the "Pay with my credit card on file" option.
    7. Click on the Make Payment button.
  • Is there a contract or commitment with the pricing plans?

    No. None of the pricing plans include a contract or commitment. When you select a plan, you lock in the price of that plan for 12 months.

  • Will I be charged for multiple accounts?

    We'll work with you to reduce some of the cost of having multiple accounts. You can contact Customer Support to identify whether a discount can be applied to your bill.

BuyShield

  • What is BuyShield?

    BuyShield offers customers reasonably-priced extended care plans (warranties) to help provide peace of mind. If an item breaks, BuyShield is there to fix it. www.buyshield.com

  • Why would I want to have the BuyShield warranty widget in my listings?

    Appending the BuyShield warranty widget to your listings gives your buyers an easy way to get a warranty quote for any item they wish, and we will share ten percent of the profits from your widget with you*. The BuyShield warranty widget only appears on listings where it is logical to offer a warranty e.g. electronics, computers, car parts. Please read the *Terms & Conditions for more information.

  • How does the BuyShield warranty widget work in my listings?

    When you have your account preference enabled, the BuyShield warranty widget is appended to the bottom of listings where it is logical to offer a warranty e.g. electronics, computers, car parts. When people want to see what it would cost to get a warranty for that item, they click the Get Quote button on the widget. The widget then works behind the scenes with the necessary data from the item, and returns the quote right there. The customer doesn't leave the listing and the widget is completely customer operated. It does not distract from your listing.

  • How do I set my BuyShield preferences?

    To set your account preferences:

    • Sign into your Auctiva account.
    • Hover your mouse over the My Account tab and click on the "Acct. Preferences" link in the Settings section.
    • Locate the Listing Enhancements section.
    • First choose if you would like to have the BuyShield widget appear on listings where it would be logical to offer a warranty.
    • For other listings where the BuyShield warranty widget does not make sense, you can choose to show the BuyShield stamp instead.
    • Make your choices and click the Update Account Preferences button.

    IMPORTANT NOTE: If you change your BuyShield preferences, it will be reflected in listings launched after the change. Once listings launch with a BuyShield widget already in them, the widget has to be manually removed from each listing using the eBay Revise Your Item form.

  • How can I remove a BuyShield widget from an active listing?

    You can manually delete the BuyShield widget from the HTML description of your listing using eBay's Revise Item form.

    • Find the listing you would like to edit on eBay.
    • Click on the link to revise the item.
    • Put your mouse in the HTML description and click so your cursor is in the box.
    • Hit Ctrl+F and when the find box comes up type BBG Start.
    • Use your mouse to highlight and delete all the HTML from
      < !--BuyShield Start-- > until < !--BuyShield End-- >. Take care not to delete anything before or after those tags.
    • Save with eBay.
  • Can I choose on which listings to include the BuyShield widget?

    Yes, you can remove the widget on a per listing basis by unchecking the BuyShield widget option directly on the lister page prior to posting.

Checkout

  • Can I combine invoices using Auctiva Secure Checkout?

    Yes, you can combine invoices using Auctiva Secure Checkout. However, you must define your settings in your eBay Shipping Preferences that are found on your Site Preferences page. Auctiva Secure Checkout uses your eBay preferences to determine how you want combined checkout to work. If you do not configure your eBay preferences, your combined checkout will run on the defaults eBay provides each user.

    Follow these steps to set-up your eBay Shipping Preferences:

    1. Log into your eBay account
    2. If you are not on your 'My eBay' page, click on 'My eBay'
    3. Hover your mouse over the 'Account' tab and select 'Site Preferences' from the drop-down
    4. Locate the 'Shipping Preferences' section
    5. Click on 'Show' to the right of 'Shipping and Discounts'
    6. Then click 'Edit' to specify what you want your preferences to be
  • Can I accept credit cards through Auctiva Secure Checkout that are not through PayPal?

    Yes. If you have an Authorize.Net payment gateway to your merchant account, you can accept credit card payments to your merchant account through Auctiva Secure Checkout.

    Here's how to integrate your Authorize.Net account into your Auctiva Secure Checkout:

    1. Hover your mouse over the My Account tab and click on the Auctiva Checkout link
    2. Enter your Authorize.Net information in the appropriate fields

    Once this is complete, you can indicate which credit card you're willing to accept in the Checkout Options section of the lister page.

  • The ability to print shipping labels is planned for a future release.

  • Can I offer eBay checkout?

    Yes. However, the use of Auctiva Secure Checkout is a default setting on your account.

    If you would prefer to use eBay’s checkout, please disable Auctiva Secure Checkout:

    1. Log into your Auctiva account
    2. Hover your mouse over the My Account tab and click on the Auctiva Checkout link
    3. Uncheck the box next to Use Auctiva Checkout Services
    4. Save your settings
  • How does a customer reach Auctiva Secure Checkout?

    Auctiva Secure Checkout is integrated with eBay so a buyer will be able to reach it by clicking on the “Pay Now” link on the winning bidder email that is sent by eBay.

  • Can I send invoices using Auctiva?

    Currently, invoices must be sent through your My eBay page.

Consignment

  • Where do I find the consignment section?
    1. Click on the Sales tab
    2. Locate the Consignment links.
  • How do I add a new consignment account?
    1. Hover your mouse over the Sales tab and click on the New Consignors link.
    2. Click the Add New Consignor link.
    3. Enter the Consignor details at the top.
    4. Add the terms of the contract in the Terms box in the Contract Agreement section. You may use HTML in this section. Mark the checkbox if you would like these Terms to be the default Terms used for all your upcoming consignment agreements. Preview to see what your Agreement will look like when printed.
    5. In the Commission Plan section, either select a commission plan you have already created or choose to create a new one.
    6. If you create a new one, choose if you would like to use this new plan as your main default plan for all upcoming consignors or if you would like to apply it as a default to this particular consignor. Name the plan, set the details of the commission plan.
    7. You can choose to just save this information, or you can save this information and start to add items to this consignment account.
  • How do I add items to a consignment account?
    1. Hover your mouse over the Sales tab and click on the Manage Consignors link.
    2. Find the consignor account and choose Manage Items from the dropdown to the right.
    3. Enter the item information in the boxes.
    4. If you do not have a default commission plan already associated with that consignor, you can choose to use a plan you have already created or you can create a new one.
    5. If you create a new one, choose if you would like to use this new plan as your default plan for all upcoming items for this consignor. Make sure to name the plan and save it.
    6. If there are fields you would like to add to the table of item information click the Custom Field Editor button. Enter the names of the fields you would like to add and save them. Be aware that the Custom Fields you create will be applied to every consignment item.
    7. Once you have entered all the item information, click the Add New button.
    8. Click the Preview Contract button to see what the contract looks like with the items included.

    Important note: Entering items in this table does not post them to eBay.

  • How do I send my consignor a copy of our contract?
    1. Hover your mouse over the Sales tab and click on the Manage Consignors link.
    2. Find the consignor account and choose Print/Email Contract from the dropdown to the right.
    3. Preview the contract and follow the instructions to either print or email* a copy of that contract to your consignor.

    *Please note: You must have already designated an email address for the consignor you would like to email or the email option will not show up.

  • How do I create a payout report for my consignor?
    1. Hover your mouse over the Sales tab and click on the Manage Consignors link.
    2. Find the consignor account and choose Create Payout from the dropdown to the right.
    3. On the following page, choose the items you would like to include in the payout.
    4. Continue to the next page to verify the fees and information associated with each item on the payout.
      NOTE: It can sometimes take a day from the time an auction closes until we get the info and can post it in your consignment account. So, if you run a payout report too soon after the close of an auction, you can miss picking up fees for the payout report. You can either wait until the fees populate or you can add them in manually when you send the report to your consignor.
    5. When you are satisfied, click the Print/Email button and follow the directions.
  • Why are values missing on my consignment payout report?

    When you create a payout report for an item that has ended, the "Final Value Fee" field should be imported from eBay. The value that is imported into the "Final Value Field" is supposed to reflect the final value fees for all of the items sold. However, there are some variations in the data we get from eBay that makes it so these fields are not always filled in automatically, resulting in missing values.

    If you would like to delete an item from your payout report list after you have created a payout report for it, you will first want to mouse over the Sales tab in your Auctiva account and select the "Manage Consignors" link. Then select "Manage Items" from the drop-down menu next to the desired consignor and delete items using the "Delete" buttons on the following page.

  • My consignors are getting emails from me when their items post. What is this?

    As a courtesy, we automatically send an email to your consignors, if you have provided an email address for them, to let them know when a consigned item posts to eBay. You can customize the look of this email by following the steps outlined in the next question "How do I create my own custom consignment email?"

    If you would like to turn this service off, follow these steps:

    1. Hover your mouse over the My Account tab and click on the Consignment link in the Settings section.
    2. Uncheck the box next to "Send email to consignor when auction posts".
    3. Update Consignment Preferences.
  • How do I create my own custom consignment email?
    1. Hover your mouse over the Sales tab and click on the Create New link in the Custom Emails section.
    2. Choose Consignment from the Template Type drop-down.
    3. Most people should use the Standard text editor mode because it is familiar and offers easy Word formatting help. You can use the HTML mode if you know how to write HTML, however, we advise against using HTML creation programs as they tend to create bulky, unrefined code.
    4. Use the blue Custom email template tags to insert specific information into the email. Just put your cursor in the box and click the blue tags to the left to insert the tag.
    5. Make sure to give your new email template a new recognizable name and email subject*.

    *Note: Since most people have intense spam filters these days, make sure the subject of your email is specific and relevant in case it needs to be picked out of a junk mailbox. This is a good title: Your Consignment item [ITEMTITLE] posted to eBay!

Customer Emails

  • Can I send emails automatically to my customers?

    Yes. When your account preference is set, Auctiva automatically sends your customers "Thank You Bidder" and "Winning Bidder" emails. The Thank You Bidder email automatically delivers a courteous, personalized thank you message to all buyers who bid on your auctions. It also displays links to your other auctions giving you a powerful tool to persuade your bidders to visit your other eBay auctions and place even more bids. The Winning Bidder email includes the item number, title, quantity and date won, as well as your store information and a link back to your store.

    If you sell Consignment items, we automatically send your consignors an email letting them know when a consigned item posts to eBay. You can change this preference on your Consignment Settings page.

    You also have the option of manually sending Payment Reminders and Address Requests, though these are not automatic, as they are "special case" emails.

  • How do I create my own custom email?
    1. Hover your mouse over the Sales tab and click on the Create New link in the Custom Emails section.
    2. Choose the type of template you would like to create from the Template Type drop-down.
    3. Most people should use the Standard text editor mode because it is familiar and offers easy Word formatting help. You can use the HTML mode if you know how to write HTML, however, we advise against using HTML creation programs as they tend to create bulky, unrefined code.
    4. Use the blue Custom email template tags to insert auction specific information into the email. Just put your cursor in the box and then click the blue tags to the left to insert the tag.
    5. Make sure to give your new email template a new recognizable name and email subject*.

    *Note: Since most people have intense spam filters these days, make sure the subject of your email is specific and relevant in case it needs to be picked out of a junk mailbox. Example: You won eBay [ITEMTITLE] [ITEMNUMBER]!

  • How do I set my preferred email defaults?

    We automatically send emails for each email type with an account preference set to "On".

    To set your email account preferences, follow these steps:

    1. Hover your mouse over the My Account tab and click on the "Acct. Preferences" link in the Settings section.
    2. Scroll down and choose your preferred email settings from the drop-downs.
    3. Click the Update Account Preferences button at the bottom of the page.

    We have professionally-designed default emails created for each email type but you can create your own and set those as your default. Once you have created your own emails, you can change the default auto-email that will be used for each type by following these steps:

    1. Hover your mouse over the Sales tab and click on the Manage link in the Custom Emails section.
    2. All default emails will appear in grey.
    3. Locate the email you created that you would like to make your new default email for that type (i.e. Winning Bidder, Payment Reminder) and click the icon with the green checkmark. That email choice will turn grey to confirm your change.
    4. Use the drop-downs at the top of the page to sort your emails by email type or eBay site.
  • I don't want Auctiva to auto-send email to my customers. How do I do that?
    1. Hover your mouse over the My Account tab and click on the "Acct. Preferences" link in the Settings section.
    2. Scroll down and choose "Off" from the Winning Bidder drop-down in the Auto Email Management section.
    3. Click the Update Account Preferences button at the bottom of the page.
  • How do I send a Payment Reminder or Address Request email?
    1. Hover your mouse over the Sales tab and click on that All link .
    2. Click the Email Buyer link to the right of the listing you are looking for.
    3. Pick the type of email you want to send from the drop-down.
    4. On the next page you will have a choice of the email template* you would like to use.
    5. Preview and send.

    *Note: We always provide you with a default template that you can use, but you can choose to create your own email template by following the instructions in the question: "How do I create my own custom emails?"

Feedback

  • How do I create/edit Feedback?
    1. Hover your mouse over the Sales tab and click on the Create/Manage link in the Feedback section.
    2. Create a new feedback message by typing it inside the provided box at the top of the page.
    3. Click the 'Save' button
    4. Edit a saved feedback message by marking the box next to it and clicking the 'Edit' button. Remember to save after editing.
  • How do default and cycled Feedback messages work?

    You can configure one positive-feedback message to be your default message. You can then use this default message each time you leave feedback. Or, you can choose multiple positive-feedback messages to be your cycled messages. You can then use your cycled messages when giving feedback in bulk. Choose multiple transactions to leave feedback on, and click on the "Use Cycled" button. Your cycled messages will be automatically inserted in a cycle into the feedback section.

    Default and cycled messages are only available for positive feedback.

  • How do I leave Feedback?
    1. Hover your mouse over the Sales tab and click on the All link.
    2. Mark the box(es) adjacent to the listing(s) for which you want to leave feedback
    3. Click the 'Leave Feedback' button
    4. There are 4 ways to leave feedback:
      1. Insert your default positive feedback message into each listing by clicking the 'Use Default' button
      2. Insert one of your cycled positive feedback messages into each listing by clicking the 'Used Cycled' button
      3. Insert a saved feedback message into each listing by choosing one from the drop-down menu and clicking the 'Use Saved' button
      4. Leave a new and unique message for any listing by typing it in the provided box.
    5. Click the 'Leave Feedback' button to send your feedback to eBay

    Note: You can automate the feedback process: How do I set my account to automatically send Feedback?

  • How do I set my account to automatically send Feedback?
    1. Hover your mouse over the My Accounts tab and click on the Feedback link in the Settings section
    2. To enable a particular option, mark the adjacent box for "Yes"
    3. Remember to click the 'Save Settings' button after making any changes

    Enable Auto Feedback: When enabled, a positive feedback message will automatically be sent to the buyer after you receive a positive feedback message from them.

    Use Cycled Feedback Message for Auto Feedback: When enabled, one of your positive cycled feedback messages will automatically be sent to the buyer after you receive a positive feedback message from them; when disabled, your default-feedback message will always be sent.

    Receive Auto Feedback Summary Emails: When enabled, you will receive emails informing you about what auto-feedback messages have been sent recently, and to whom.

Images

  • How many images can I place in each listing?

    Using Auctiva, you can place up to 24 images in each listing using the Image Selection section of the one-page lister. These images will be added and supersized without additional eBay fees. You can add more images (that will not be supersized) into the Item Description area of your listing using the little yellow "Insert" image buttons on the far right of the Standard mode text editor of the one-page lister.

  • How do I upload images?

    We have two different image uploaders that are available by clicking the Upload Images link under the Images tab. You can also upload images while you are creating a listing by clicking the Upload Images button on the Select an Image pop-up window. For step-by-step help see the Auctiva Image tutorial. If you have problems uploading images using the Auctiva Uploader, please follow the troubleshooting guide.

  • The Auctiva Uploader is not working for me. What do I do?

    Windows Users

    1. If you are using a Windows operating system, we recommend you use the most recent version of Internet Explorer. Get Internet Explorer 8
    2. When using IE, the Auctiva Uploader needs an ActiveX control in order to work - ActiveX controls are small program building blocks developed by Microsoft to help software applications work through web browsers. When prompted to download from Auctiva, accept the download to install all the necessary components.
    3. If you are still having problems, you can always use our HTML image uploader. Please note that all images must be sized 1024x768 or smaller prior to using this uploader.

    Mac Users

    1. If you are using a Mac operating system, we recommend you use the most recent version of Firefox. Firefox 3
    2. When using FF, the Auctiva Uploader needs an Java applet in order to work - much like ActiveX controls, applets are used to provide interactive application features through web browsers. You can make sure that you have the latest version of Java by updating your Mac software: http://support.apple.com/kb/HT1338?viewlocale=en_US.
    3. Systems with limited memory may experience upload errors when using the Java uploader component. Try closing down other open programs if you believe this to be causing upload issues.
    4. If you are still having problems, you can always use our HTML image uploader. Please note that all images must be sized 1024x768 or smaller prior to using this uploader.

    If you like, you can choose to use our basic HTML image uploader on the lister page. Visit your Account settings to set your image uploader preference under Listing Management.

  • How do I watermark my images using Auctiva?

    Please note that watermarking permanently changes your image in your Auctiva account. Be sure that you have a copy elsewhere if that is important to you. If you do not have a copy, you can easily make one by opening the image and right-clicking on it. Choose the "Save Image" option and then name it and save it as you desire.

    How to watermark an image:

    1. Hover your mouse over the Images tab and click on the Manage link.
    2. Mark the checkbox next to the image you would like to watermark. Currently, we do not support the watermarking of .gif images. Note: You can choose multiple images to watermark at once, but if the sizes of the images are extremely different, there is a chance each image will not be watermarked exactly the way you want it. For this reason, we suggest you watermark each image individually.
    3. Click the Watermark button.
    4. You will see your image and any Warnings that pertain to watermarking that image. Please read the Warnings carefully.
    5. Type the desired text, select the text color and watermark size for your watermark and click the Preview button. Note: Use the Preview button each time you make a change to the text or text color.
    6. Choose the opacity of your watermark using the slider.
    7. Once you are happy with the watermark, click the Watermark button at the bottom of the page. Note: If you are watermarking numerous images at once, the watermarking process might take some time. Please do not hit your browser back button.
    8. You will be taken back to the Manage Images page with a confirmation at the top. Your image is now permanently watermarked.
  • How do I add images to an active listing?
    1. Log into your Auctiva account
    2. Hover your mouse over the Listings tab and click on the "Active" link
    3. Check the box next to the listing you would like to add images to
    4. Click the blue Add Images button
  • How do I replace/remove an image in an active listing?
    1. Locate the listing in your Saved Listings folder and click on its title to open it in the one-page lister.
    2. Scroll to the Image section.
    3. If you would like to take a few pictures out, click the Remove link under each picture you would like to remove from the listing.
    4. If you would like to replace all the pictures or add pictures to the listing, click on any image to bring up the image selector pop-up window. To replace all the pictures, click the blue Reset button at the top of the pop-up. Then, click on the pictures you would like to appear in the listing. You should see numbers appear on each picture to tell you the order in which the pictures will appear on your listing. To add additional pictures to the listing, simply click on them. You should see numbers appear on each new picture indicating they are being added to the images that are already there.
    5. When your image changes are complete, scroll to the bottom and click the Save button.
    6. Return to the Saved Listings page and check the box next to your updated listing.
    7. Click the HTML link on the right and copy the HTML in the popup box.
    8. Locate the item on eBay and click the Revise Item button.
    9. Scroll down to the Description section and click the HTML tab on the description editor.
    10. Paste the copied HTML in place of what's there and save your changes.
  • How do I modify the alignment of images inside a listing template?

    You can change the image alignment inside the template of a saved listing by clicking the "Modify Layout" link where you have selected the template on the Auctiva Lister, and selecting the desired alignment from the drop-down menu under "Customize Layout."

    To make these revisions on active listing, please do the following:

    1. Locate your listing in your Saved Listings folder, make any necessary changes and click "Save."
    2. Click the "<HTML>" icon to the right of the item on your Saved Listings page.
    3. Click the "Select All" button and copy the HTML code into the popup window.
    4. Locate the item on eBay and click the "Revise Item" button.
    5. Scroll down to the description section and click the "HTML" tab above the description editor.
    6. Delete the existing description HTML and, paste the copied HTML in its place.
    7. Save your changes.

  • How do I use image captions?

    Add image captions on the Image management page.

    • Use the caption box to capture personal notes for each image
    • or
    • Display those captions in listings by checking the Display Image Captions box on the lister page directly beneath where you choose the images for your listing. Caption text appears above the image it refers to.
  • Is there a maximum allowable image size?

    Our image uploaders will resize all images larger than 1MB. We also restrict the dimension size to 1024x768 and convert images to JPG format after the upload process. Because of this, it is possible that even if your image was smaller than 1MB, it could end up with an even smaller file size once it’s in on our servers.

  • Why are my images showing up as boxes with a red "X" or broken images?

    This typically means that you probably deleted the image and it does not exist on our site any longer. You can look in your Deleted Images folder, where we retain images flagged as deleted for 7 days, or you can search for the image in your Manage Images folder. If you do not find the image, upload the file again using one of our image uploaders.

  • How do I delete images?

    There are several ways to delete images you no longer need.

    1. To manually delete images, log into your Auctiva account, hover over the Images tab and select the "Manage Images" link. Check the box next to the image(s) you would like to delete and click the "Delete" button.
    2. You can use the Image Deletion Wizard to delete unused images in bulk if the images are not being used in active listings, saved listings or profiles. The Image Deletion Wizard cannot delete images that are being used by active listings, saved listings and/or profiles in your account.

      Note: If you have Auctiva-hosted images in eBay listings that were not posted or relisted through Auctiva, the use of the Image Deletion Wizard is not recommended. Auctiva cannot identify images in listings that were not created with Auctiva, and therefore images that appear in live or scheduled listings may be deleted if you use the Image Deletion Wizard.
    3. When you upload images using the Auctiva Image Uploader, you also have the choice to set an auto-delete date for the images being uploaded at that time.

  • Can I include animated GIFs in my listing?

    Yes, you can include animated GIFs in your listings.

Inventory

  • What is Inventory? Is it for me?

    Inventory is a feature of Auctiva, which allows a seller to track their sale items and keep an accurate count of their stock. It also enhances the Auto-Relist feature by providing the ability to further automate the listing process. The inventory feature mostly benefits sellers who have large quantities of the same types of items. Typically sellers who sell unique or one-of-a-kind items won't benefit from Auctiva's Inventory feature.

  • Where can I find Inventory?

    The Inventory tab contains all sections and links to the inventory feature.

  • What is the Inventory Wizard?

    The Inventory Wizard is an interactive tool designed to first determine if a seller should be using the Inventory feature, and second to conduct the initial setup of a seller's Inventory Preferences.

  • How do I add items into Inventory?
    1. Hover your mouse over the Inventory tab and click on the Add Item link.
    2. Enter an item Name and select a Type.
    3. Enter the quantity of the item.
    4. Choose or generate a Product ID.
    5. Select a notification type from the drop down menu (optional).
    6. Enter a Stock Threshold and Post Threshold.
    7. Choose a Master Profile you have already made that corresponds to this item (optional).
    8. Select an image for your inventory item (optional).
    9. Enter a description and/or notes in the text fields (optional).
    10. Click the Save & Create New button and wait for a confirmation message.
  • How do I manage my Inventory items?
    1. Hover your mouse over the Inventory tab and click on the Manage Items link.
    2. Use the Filter or Search options to display specific inventory items, or move inventory items into a folder.
    3. Select an inventory item in the Manage Inventory Items section.
    4. Locate the Actions drop down menu. Here you can adjust the inventory, edit an inventory item, delete an inventory item, manage adjustments, or list your inventory item.
  • What is an Inventory folder?

    Using inventory folders is a way for you to better organize your inventory items. The folders are setup and function just like Auctiva's image folders.

  • Why should I add my suppliers to inventory?

    Adding suppliers helps you keep better track of your cost and availability of inventory items. This feature is especially helpful when you get similar goods from different suppliers at different costs.

  • How do I manage my inventory suppliers?

    The Manage Suppliers feature of inventory allows you to update and edit your suppliers' contact information and make notes about them. Hover your mouse over the Inventory tab and click on the Manage link in the Suppliers section to access this feature.

  • How do I manage Inventory adjustments?

    The Manage Inventory Adjustments tool allows you to change the quantity of an item and lets you track changes made to your inventory items.

  • Can I use Inventory with Auto-Relisting?

    Yes! If you have an item added into inventory, then you can use the two features together. In order to have your inventory item automatically relist, go to the Auto- Relist section of the Profiles tab and check the appropriate selection boxes. The Auto-Relister will keep posting your items while Inventory will track them.

  • Can I Auto-Relist whether an item sells or not?

    To configure your items to relist automatically regardless of whether or not they sell, you must be using our new inventory functionality. The first thing you will need to do to accomplish this is specify your inventory for the item in question, which can be done by clicking the Add Inventory Item link under the Inventory tab within your account. You will need to create an inventory item for each different item you would like to configure to relist based on your quantity in inventory, regardless of whether the item sells or not.

    In order to create an auto-relist profile that can be applied to your listings to make them auto-relist based on these criteria, you will need to click the Auto-Relist Profiles link under the Profiles tab within your account. In the first section of the auto-relist profile, you will need to check the radio button next to "None of the items have sold" in addition to the box next to "At Least __ items are available in inventory."

    Then, when you are creating your listings that you would like to auto-relist based on your quantity in inventory, regardless of whether the item sells or not, you just need to check the box next to "Is this an inventory item" below the description editor on the Auctiva Lister page when creating it, and then use the Select button below to indicate which inventory item you would like to associate the listing with. Also, in order to apply the auto-relist profile to the listing, you will need to select that auto-relist profile from the drop-down menu labeled Auto-Relist Profile.

Listings

  • How do I post an auction?

    Auctiva has numerous classes and tutorials to walk you through the listing process. You can watch a recorded class, navigate a tutorial online or print a copy as reference. Click the Tutorials link on the right side of this page to view all of your options.

  • Why can't I see the Payment/Shipping/Terms of Sale/etc sections on my template?

    You may not have created your Seller Details profile yet. You can create a Seller Details profile by hovering your mouse over the Profiles tab and clicking on the Create New link in the Seller Details section. When creating your Seller Details, you have the option to enter information from any or all of the available sections. When you use a particular Seller Details profile for your listings, only the sections for which you entered information will be displayed within the template.

    To use your newly created Seller Details profile, select a template on the Auctiva lister page and then select a Seller Details profile from the Seller Details pull-down menu, which is located directly to the right on the Select Template button on the Auctiva lister page.

  • Can I bulk edit my listings?

    Yes! You can choose Bulk inline editing or Find & Replace editing from the Saved Listings page, or you can edit an entire folder of listings from the Folders page.

    Bulk inline editing - Use this tool to edit the following fields only: Title, BIN price, Reserve Price, Quantity and Duration.

    1. Hover your mouse over the Listings tab and click on the Saved link.
    2. Mark the checkbox next to each listing you would like to edit. Note: You can edit an entire page at one time up to 100 listings.
    3. Click the Bulk Edit button.
    4. At this point, all editable fields are greyed out. Select the fields you would like to edit by marking the checkboxes. TIP: Picking one field to edit at a time allows you to tab quickly through your listings making changes to just that field.
    5. Once you are happy with your changes, click the Show Errors button to double check that your changes haven't caused any posting problems.
    6. Click Save to save your changes.
    Find & Replace - Use this tool to find old information you would like to replace with new information.
    1. Hover your mouse over the Listings tab and click on the Saved link.
    2. Mark the checkbox next to each listing you would like to edit. Note: You can edit an entire page at one time up to 100 listings.
    3. Click the Find & Replace button.
    4. There are numerous editable fields. Choose the first field you would like to edit from the drop-down.
    5. Enter the value you would like to find and the value you would like to replace it with. TIP: There are field-specific instructions in each box below the Continue button.
    6. Click the Continue button to preview the changes you are making to the listings you are editing.
    7. If you are happy with your changes, click the Confirm Selected Listings button. Note: Make sure that you read the warnings and potential errors very carefully. Some changes can cause posting errors.
    8. Once you have confirmed the changes for that field, click Done to return to the Find & Replace page. Repeat steps 4-7 for as many fields as you like.

    Bulk editing from Folders - Use this tool to Find & Replace values for all the listings in one folder. There is no limit to the amount of listings you can edit at once using the folder edit option.

    1. Hover your mouse over the Listings tab and click on the Folders link.
    2. Click the Find & Replace link next to the folder you would like to edit.
    3. From here, use the Find & Replace instructions above.
  • Can I still use HTML code?

    Yes. However, most people should use the Standard text editor mode because it is familiar and offers easy Word formatting help. You can use the HTML mode if you know how to write HTML, but we strongly advise against using HTML creation programs as they tend to create bulky, unrefined code that can interfere with proper listing.

  • Can I set the sales tax for numerous states on my listings?

    Yes. Make sure that your sales tax settings are set properly in your eBay preferences and then check the "Use your eBay sales tax table" checkbox in the Checkout Options section when you are creating listings.

  • Can I close an auction early?

    Currently, this must be done through your My eBay page.

  • How do I revise my items once they're posted?
    1. Log into your Auctiva account
    2. Hover your mouse over the Listings tab and click on the "Active" link
    3. Click on the eBay item number (this will appear in parenthesis). A new window will open with the eBay listing
    4. Select "Revise your item" at the top of the listing and make your changes.

    You can also use our Find & Replace feature to edit eBay listings without leaving Auctiva.com. To use this feature:

    1. Log into your Auctiva account
    2. Hover your mouse over the Listings tab and click on the "Active" link
    3. Check the box next to each listing you would like to edit. Note: You can edit up to 100 listings at one time.
    4. Click the "Revise" button.
    5. Select the area of your listing that you want to revise using our drop-down menu.
    6. Make your changes and click the "Continue" button.
    7. Review and confirm your changes by checking the box next to the listings and click the "Confirm Changes" button. Note: Be sure to read the warning and any potential errors that may pop up carefully. All changes will appear on your listing almost immediately.
    8. After your revisions have been processed, a summary displaying how many listings were revised and/or any errors that occurred will display.
    9. Click the "tutorials" link to the right for more detailed information regarding editing your live eBay listings
  • What is the Best Offer option for?

    Best Offer is available for listings using the Fixed Price and Classified Ad formats, and in eBay Motors. Best Offer is not available for auction-style listings. With Best Offer, you give buyers a chance to negotiate with you on price. Visit eBay for more information on this feature: http://pages.ebay.com/help/sell/best-offer.html.

    Please note - Best Offer is only available for use on certain categories.
  • How do I use the Best Offer option on my listing?

    For categories that allow it, there will be an additional set of options in the Price section of the one-page lister. If you mark the checkbox next to "Accept offers from buyers," then you can enter the auto-accept/auto-decline prices that will determine what happens when people send you their offers. Visit eBay for more information on this feature: http://pages.ebay.com/help/sell/best-offer.html.

  • Why can't I see the Best Offer option?

    Per eBay, Best Offer is only available for use on certain categories. Visit eBay for more information on this feature: http://pages.ebay.com/help/sell/best-offer.html.

  • Can I use item specifics like I do on eBay?

    Yes! If you are listing in one of the supported item categories, as defined by eBay, two choices will appear beneath the category choice. Note: You must hit the enter or tab button for the choices to appear.

    • Click on "Choose Item Specifics" and fill in the boxes with your information.
      • or
    • Click "Find Product" to search for your product information.

    For an overview of eBay's item specifics, please visit: http://pages.ebay.com/help/sell/item_specifics.html

  • Why can't I see my items specifics when I preview my listing?

    Due to variability in eBay's display of item specifics information, we do not show these details in the preview window. You can still view your item specifics information at any time by clicking on that link on the lister page.

  • Why am I getting an error message when I attempt to post my listing?

    The error message you see is eBay's response to your posting when it is submitted. For an overview of eBay's error messages, please visit: http://pages.ebay.com/help/account/errors.html

    If, after reading through these error messages, you are still unable to get your item posted, please file a support request

  • Why do I have duplicate listings when I posted an item only once?

    1. You may have not seen your auction on your Scheduled Listing page within your Auctiva account right away, and therefore rescheduled or reposted it.
    2. You may have not seen the auction on eBay right away, and therefore rescheduled or reposted it.
    If this happens, contact eBay to have the duplicate auction removed and request a refund. Your cancelled listings should automatically be removed from your Auctiva account within six to eight hours.

    To speed up the removal of duplicate listings from your Auctiva Scrolling Gallery, you can make duplicate auctions invisible in your Auctiva Store by logging into your Auctiva account, going to the Store tab and selecting "Edit Items." This page gives you the option to hide listings. Hidden listings will not be displayed in your Auctiva Store or in your Auctiva Scrolling Gallery the next time it refreshes, which happens about every four hours.

  • Why am I getting an error on my listing that says my listing contains JavaScript?

    eBay does allow JavaScript in item descriptions, however, certain scripts may cause your item to be rejected by eBay for security reasons. If you receive this error, you will need to remove the JavaScript in your listing description. To locate the code, go to the Saved Listing page and find the Description Editor. Select "HTML" in the Item Description section. This will display all the code in the Description Editor. Find the code that contains that begins with a <script> tag and ends with a </script> tag. Be cautious when deleting code if you are not familiar with it. If you are unsure what to delete, please contact Customer Support.

  • Can I schedule listings in bulk?

    Yes!

    1. Hover your mouse over the Listings tab and click on the Saved link.
    2. Mark the checkbox next to each listing you would like to schedule.
    3. Click the Schedule button.
    4. Set the Post Date, Start Time, Schedule Type and Retry Time.
    5. Use the arrow buttons on the right of the listing to move them up or down in the posting order.
    6. Once you are satisfied, click the Schedule button and your listings will post according to the schedule you set.
  • How do I use my own custom template when listing through Auctiva?
    1. Hover your mouse over the Listings tab and click on the Create New link in the Custom Templates section.
    2. Paste your template HTML into the editor and add the appropriate Auctiva template tags available on the left hand column.
    3. View your template by clicking on the Design Editor link above the editor.
    4. Name and save your custom template.

    Your new custom template is available in Auctiva's template library under the category "Custom". If you need help getting your custom template to work, post a help request on our community forum under the "Templates & Custom Templates" category.

  • What is International Site Visibility?

    International Site Visibility (ISV) is an eBay tool to provide your listings with added exposure. Visit eBay for more information on this feature: http://www2.ebay.com/aw/core/200805.shtml#2008-05-20104047.

  • Does Auctiva support eBay's International Shipping Exclusion feature?

    Auctiva supports this eBay feature. If there are certain countries you are not willing to ship to, there are a couple of ways to exclude them when using Auctiva to create an eBay listing.

    For example, you may want to state in your listing that you will ship to Europe, but want to exclude Italy.

    The easiest way to exclude certain countries is to adjust those settings on your My eBay page:

    1. Log into your eBay account.
    2. Click on the My eBay tab.
    3. Hover your cursor over the Account tab.
    4. Click on "Site Preferences."
    5. Locate the Shipping Preferences section and click "Show."
    6. Find the "Exclude shipping locations from your listings" and click "Edit." You will then be able to exclude countries one by one or by entire regions.
    7. Click "Apply" to save your preferences.

    Note: when you create an exclusion list, you'll also need to set your global buyer requirements in your eBay Selling Preferences to block buyers who are registered in countries which you don't ship to.

    To set your Global Buyer Requirements to block buyers who are registered in countries which you won't ship to:

    1. Log into your eBay account.
    2. Click on the My eBay tab.
    3. Hover your cursor over the Account tab.
    4. Click on "Site Preferences."
    5. Locate the Buyer requirements and select Show
    6. Click on Edit and check the box that says "Buyers in countries to which I don't ship"
    7. Hit Submit at the bottom to save your settings

    When creating a listing on Auctiva, you will see the following options in the Shipping tools section of our One-page Lister:

    1. "Use my eBay shipping exclusion list." Selecting this option will apply the settings you have set on eBay (see above).
    2. "Select locations to exclude." This will allow you to set the countries to exclude without going to eBay to do it. Click on the plus “+” sign to open a list of countries in that region and choose which those you wish to exclude.
    3. "Do not exclude any shipping locations." By selecting this option, you are opting to not exclude any countries.

  • Can Auctiva protect me from accidently losing my in-progress listing description?

    If you've ever lost an in-progress listing due to a power outage, Internet connectivity problem, account time-out, or simple human error, you know how frustrating and time-consuming starting over from scratch can be.

    We now offer an easy way to save your listing description, so if you lose a listing you were in the middle of creating, you can restore the text that was in your description editor the next time you log into your account. By default, this setting is disabled.

    To enable the Auto-Save feature:

    1. Hover your cursor over the My Account tab and click on "Account Preferences."
    2. In the Listing Management section, find the "Automatically Save Description" setting and choose "Yes" from the drop-down menu.
    3. Be sure to save your changes by clicking on the "Update Account Preferences" button at the bottom of the Account Preferences box.

    To recover an automatically saved description:

    1. Log into your Auctiva account.
    2. Hover your cursor over the Listings tab and select the section you were working on the listing (Saved, New, etc.)
    3. Once you open the listing, scroll down to the Description editor box and find the Auto-Save restoration tool at the bottom.
    4. You can preview the text that was auto-saved the last time you were working on it.
    5. If you do want to restore the text, click on "Yes" and your saved text will be placed into the description editor.
    6. If you don't want to restore the saved text, click "No" and the auto save box will close.

  • Can I put a vacation hold on my eBay Store listings from my Auctiva account?

    No, you must do this from the eBay site.

    To edit/view your eBay store vacation settings:

    1. Go to your My eBay page on eBay.
    2. Locate the "Subscriptions" link under the Account tab.
    3. Click the "Manage Your Store" link.
    4. Select the "Change Vacation Settings" link.
    5. Once you have made your changes, click the "Turn Vacation Settings On" button.
    6. Click the "Save Settings" button.
    For more information, please read this information from eBay.

Multi-Variation Listings

  • What are Multi-Variation listings?

    Variations are product options that your customers can choose from when they are making a purchase from you. Multi-variation listings allow sellers to include multiple variations of a product in a single multi-quantity fixed-price listing, reducing their overall insertion fees. Buyers can select which option(s) of your product they want from drop-down menus before purchasing. Sellers will also save time and money by combining the variations of their product into one listing.

    For example, if you have several sizes and colors of girl's Skechers shoes, you can create one multi-variation fixed-price listing that offers all the sizes and colors you have available in your inventory.

    To learn more, read the rest of the FAQs on this subject, or read our tutorial.

  • What is a "Variation," "Attribute" and "Option?"

    Below, find the common terminology we use to within our Multi-Variation Tool and relevant help content.

    Multi-Variation Listing:
    A listing with several variations that a buyer can choose from is called a Multi-Variation Listing. For example, a single multi-variation listing that includes several T-shirts of many different sizes and colors

    Variation:
    A "variation" is a unique set of characteristics for a given product or listing. For example, a Women's shoe in size 8, colored red, and made of leather is a single variation.

    Attribute:
    An "attribute" is a type of characteristic of an item. Color, size, material and length are all attributes you might have for clothing, for example.

    Option:
    An "option" is a specific detail that you choose for an attribute. For example, let's say you have a quantity of sweaters (in red, blue and green) for which you create a Multi-Variation listing. The "Color" is the attribute and the specific colors are the options.

  • In what eBay categories are multi-variation listings available?

    Currently, multi-variation listings can be created in all Clothing, Shoes & Accessories categories, and select Home & Garden categories. eBay is expected to add more categories in Spring 2010.

  • What Auctiva listing plans have access to the Multi-Variations Tool?

    This is available to Unlimited and Premium Plan users, as well as new users who are on their 30-day free trial. Basic Plan and Free Tools users do not have access to this feature.

  • How do I create a multi-variation listing using Auctiva?

    Our Multi-Variation Tool has been designed to be time-saving, easy to use, and integrated with our already popular One-Page Lister.

    For more detailed instructions, read our tutorial.

  • What if I need to change the price or quantity of an item variation before I list it?

    Simply click on the Add/Edit Variations button on the Lister (below the category selection box) and the Create Listing Variations page will load. Make your revisions and click on the Done button to be taken back to the Lister.

Profiles

  • What is a profile?

    A profile is a way to save commonly used information so that it can be easily loaded into the lister page, saving you the trouble of entering the same information over and over again each time you create a listing.

  • How do I create profiles?

    First, you have to decide if you want to create profiles for each of the individual profiles we have available: Item Details, Marketing, Shipping, Checkout, Seller Details (used only when you use a template), and Auto-Relist .

    1. Start by clicking on the Profiles tab.
    2. Because Seller Details profiles and Auto-Relisting profiles can also be included when creating an Item Details profile, we recommend creating these profiles first.
    3. Click on the Seller Details Profiles link and fill in the Payment, Shipping, About Us, Terms of Sale and Contact Us information you would like to have show up within the template on your listings.
    4. Click on the Auto-Relist Profiles link and set-up your preferences on how you would like your listings to automatically relist after they close. Items relisted through Auctiva will be eligible for reimbursement of eBay relisting fees according to eBay rules and regulations http://pages.ebay.com/help/sell/relist.html.
    5. Click on the Item Details link and enter any information in that section that you'll want to load into each of your auctions. Most of the information in the item details section will vary from listing to listings, so take care to only enter information you want to include in all your listings including templates, Seller Details and Auto-relisting profiles. Once you have filled out this information, name your item details profile and save.
    6. Click the Marketing Tools link on the profiles page. Check the box next to each of the eBay marketing options you would like to use in your listings, name your marketing tools profile and save. Remember that the ($) means that eBay charges a fee for that service.
    7. Click the Shipping link on the profiles page and enter your shipping information. Name your shipping tools profile and save.
    8. Click the Checkout link on the profiles page and fill out your checkout information. Name your checkout profile and save.

    Once you have saved all of these profiles you need, you can combine them into a master profile.

    1. Hover your mouse over the Profiles tab and click on the Master link
    2. Select each of the 4 profiles you just created from their respective pulldown menus
    3. Name your master profile, and save
  • How do I apply my profiles when creating a listing?

    You can load your master profile or any individual profile at the beginning of creating your listing and all the profile information will be loaded into the lister. Just select your master profile from the master profile pulldown menu at the top right of the lister page and click Load.

    You can also load your master profile initially by using the Create a listing from Master Profile link, which can be found under the Listings tab. Just select the appropriate master profile from the pull down menu and click load and the lister page will load complete with all of the information contained in the master profile.

  • What is an Auto-Relist profile?

    An Auto-Relist profile allows you to set your preferences regarding when and how certain listings should be relisted to eBay when they close. Once set, items using an Auto-Relist profile will automatically relist on eBay based on your preferences.

  • How do I create an Auto-Relist profile?
    1. Hover your mouse over the Profiles tab and click on the Create New link in the Auto-Relisting section.
    2. In the "I Want to Auto-Relist if:" section, choose when you would like to have items relist. It is up to you when you would like to have your items relist. Perhaps you only want to apply this auto-relist profile when an item sells because you have a lot of them in stock, or maybe you want apply it when doesn't sell in order to get an eBay relisting credit. This is the section where you set those parameters.
      • "Any items have sold" applies when you have sold at least one item on a listing with this auto-relisting profile associated.
      • "All items have sold" applies when you have sold all items on a listing with this auto-relisting profile associated.
      • "None of the items have sold" applies when you have not sold any items on a listing with this auto-relisting profile associated.
    3. In the "When I Auto-Relist" section, choose if you would make any changes to your listings when you relist items.
      • Most people will want to relist without making changes to the listings. However, you can choose to lower the start price, change the listing duration and change the quantity, though these choices are not typical and require more planning.
      • You can choose any combination of the three changes we offer. You will have to specify "Any items have sold", "All items have sold", or "None of the items have sold" for each requested change.
    4. In the "Recurrence: When to Start and Stop Auto-Relisting" section, choose when you would like to start and stop these relisting preferences on your closed items.
      • Most people will want to relist immediately after a listing ends and continue until cancelled. However, you can choose specific start and stop criteria, though these choices are not typical and require more planning.
      • In the "Start Auto-Relisting" section, you can choose one start criteria.
      • In the "Stop Auto-Relisting" section, you can choose any combination of the three choices we offer. If you do not provide stop criteria, this profile will continue auto-relisting indefinitely.
    5. Give your Auto-Relist profile a meaningful name and save.

    Note: Remember that this is a profile so it can be acting on many listings simultaneously.

  • What is a Seller Details profile?

    Seller Details profiles contain information ranging from 1 to 5 different categories; you decide which categories to include:

    • Payment
    • Shipping
    • About Me
    • Terms of Sale
    • Contact Us

    The elements you choose for your Seller Details profile will each appear as a different section in your listings template.

    Note: You must be using a template for Seller Details to show on your listing.

  • How do I create my Seller Details profile?
    1. Hover your mouse over the Profiles tab and click on the Create New link in the Seller Details section
    2. An interface will appear with a tab for each section
    3. Type within the box any information concerning the section you are in
    4. Click the Next button, or move through the sections using the tabs
    5. Click the Save and Exit button; you will be prompted to give your Seller Details profile a name before saving and exiting
    6. Tip: If you wish to leave a particular section out, simply don't type anything in the box. Sections you leave blank will not be included on your template.
  • How do I apply my Seller Details profile when creating a listing?
    1. You must first choose a template to use before a Seller Details profile can be inserted into a listing
    2. Once a template has been selected, choose your Seller Details profiles from the drop-down menu on the right
    3. Enter a Template Title in the box provided if you wish; this title will appear as part of the template. If you do not specify a Template Title, your eBay title will be the default.

Relisting

  • Are items relisted through Auctiva eligible for insertion fees refunds?

    Items relisted through Auctiva will be eligible for reimbursement of eBay relisting fees according to eBay rules and regulations http://pages.ebay.com/help/sell/relist.html.

  • Can I edit/schedule when I relist?

    Yes, you may edit listings and schedule posting times when you relist items. When you relist, you have the option to do a Bulk Edit, which allows you to edit certain fields of several listings at once. If you want to edit the description, template and other details of a listing, choose the Advanced Edit method.

    Note: Advanced Edit may only be used to edit one listing at a time.

    Only listings that were originally created in Auctiva and have the associated listing in the Saved Listings folder can be edited in the Advanced Edit mode. Listings that have been closed more than 90 days cannot be relisted.

    To do a basic Bulk Edit to revise the title, quantity, start price, Buy It Now price, reserve price or duration:

    1. Go to your Closed Listings page.
    2. Check the box next to the listing(s) you want to edit.
    3. Click the "Bulk Edit" button at the top of the closed listings box.
    4. This will take you to the Schedule Relisting page. Click the "Edit Items" box in the upper right.
    5. The editable fields will appear. Make your changes.
    6. When you are done, select the "Relist Now" option, or select "Schedule Relist" to have your item(s) relisted at a later date/time.

    To do an Advanced Edit of a Closed Listing:

    1. Go to your Closed Listing page.
    2. Find the listing you want to edit and click the "Edit and Relist" link to the right of the item.
    3. This will take you to a page that looks similar to the original listing, where you can edit most fields.
    4. When you have made your changes, click the "Relist Now" button to automatically submit the relisting to eBay, or click the "Schedule Relist" button to schedule the date/time to submit to eBay.

    Note: eBay insertion fee credits may not be issued if certain changes are made when relisting. For more information about listings that are eligible for the insertion fee credit, click here.

  • How do I manually relist items through Auctiva?
    1. Locate the listing(s)* in your Closed Listings folder and click the checkbox to the left
      *You may choose up to 100 closed listings at a time to relist. Make sure you are displaying 100 items/page and then click the checkbox in the blue header to mark all the listings on the page.
    2. Once you have chosen all the listings you would like to relist, then click the Relist button.
    3. This will take you to a new page with a list of all the items you would like to relist.
      Note: Items associated with Auto-Relist profiles can be manually relisted but can cause problems with the operation of the Auto-Relist profile. We recommend you do not manually relist items that have an Auto-Relist profile associated.
    4. Click the Edit Items button in the top right corner, if you would like to edit any of the fields on that page. You will see edit boxes appear with the current information pre-populated. Edit the records as needed.
      Note: If you make a change to a record you will see a blue asterisk (*) icon appear next to the record.
    5. Click the Relist Now button if you would like them all to relist immediately. Your items will relist and will show the new item number.
    6. Click the Schedule Relist button if you would like to schedule when your items will relist.
    7. Set the Post Date, Start Time, Schedule Type and Retry Time.
    8. Click the Apply Changes button to see your changes reflected in the post times below.
    9. Use the arrow buttons on the right to move listings up or down in the posting order.
    10. Once you are satisfied, click the Schedule button and your listings will post according to the schedule you set.
    Important notes
    • Items relisted through Auctiva will be eligible for reimbursement of eBay relisting fees according to eBay rules and regulations http://pages.ebay.com/help/sell/relist.html.
    • If you manually relist an item that is associated with an Auto-Relist profile, you could adversely affect how the Auto-Relist profile operates. We recommend you do not manually relist items that have an Auto-Relist profile associated.
    • Only items relisted through Auctiva will show as such on the Closed listing page. Items relisted elsewhere (e.g. on eBay itself) will not display relisting information on the Closed listing page.
  • Can I automatically relist items?

    You can create an Auto-Relist profile so you can set your items to relist based on a set of criteria of your choosing.

    1. Hover your mouse over the Profiles tab and click on the Create New link in the Auto-Relisting section
    2. In the "I Want to Auto-Relist if:" section, choose when you would like to have items relist. It is up to you when you would like to have your items relist. Perhaps you only want to apply this auto-relist profile when an item sells because you have a lot of them in stock, or maybe you want apply it when doesn't sell in order to get an eBay relisting credit. This is the section where you set those parameters.
      • "Any items have sold" applies when you have sold at least one item on a listing with this auto-relisting profile associated.
      • "All items have sold" applies when you have sold all items on a listing with this auto-relisting profile associated.
      • "None of the items have sold" applies when you have not sold any items on a listing with this auto-relisting profile associated.
    3. In the "When I Auto-Relist" section, choose if you would make any changes to your listings when you relist items.
      • Most people will want to relist without making changes to the listings. However, you can choose to lower the start price, change the listing duration and change the quantity, though these choices are not typical and require more planning.
      • You can choose any combination of the three changes we offer. You will have to specify "Any items have sold", "All items have sold", or "None of the items have sold" for each requested change.
    4. In the "Recurrence: When to Start and Stop Auto-Relisting" section, choose when you would like to start and stop these relisting preferences on your closed items.
      • Most people will want to relist immediately after a listing ends and continue until cancelled. However, you can choose specific start and stop criteria, though these choices are not typical and require more planning.
      • In the "Start Auto-Relisting" section, you can choose one start criteria.
      • In the "Stop Auto-Relisting" section, you can choose any combination of the three choices we offer. If you do not provide stop criteria, this profile will continue auto-relisting indefinitely.
    5. Give your Auto-Relist profile a meaningful name and save.

    Note: Remember that this is a profile so it can be acting on many listings simultaneously.

  • Can I edit an Auto-Relist profile?

    Yes, you can edit an auto-relist profile at any time, provided the profile is not being used in an active or scheduled listing.

    If a saved listing contains an auto-relist profile that you have recently revised, those changes will not be applied to the listing. To have the revised auto-relist profile reflected in the listing, you will need to cancel the auto-relist profile in the saved listing and then apply the newly revised auto-relist profile to the saved listing.

  • Can I Auto-Relist whether an item sells or not?

    To configure your items to relist automatically regardless of whether or not they sell, you must be using our new inventory functionality. The first thing you will need to do to accomplish this is specify your inventory for the item in question, which can be done by clicking the “Add Inventory Item” link under the “Inventory” tab within your account. You will need to create an inventory item for each different item you would like to configure to relist based on your quantity in inventory, regardless of whether the item sells or not.

    In order to create an auto-relist profile that can be applied to your listings to make them auto-relist based on these criteria, you will need to click the “Auto-Relist Profiles” link under the “Profiles” tab within your account. In the first section of the auto-relist profile, you will need to check the radio button next to “None of the items have sold” in addition to the box next to “At Least __ items are available in inventory."

    Then, when you are creating your listings that you would like to auto-relist based on your quantity in inventory, regardless of whether the item sells or not, you just need to check the box next to “Is this an inventory item” below the description editor on the Auctiva Lister page when creating it, and then use the “Select” button below to indicate which inventory item you would like to associate the listing with. Also, in order to apply the auto-relist profile to the listing, you will need to select that auto-relist profile from the drop-down menu labeled “Auto-Relist Profile.”

Reports

  • What are CSV reports?

    CSV (Comma Separated Values) reports are designed to allow you to track your listing data. CSV files can be opened in applications like Microsoft Excel, for example, and allow you to sort, organize, make graphs and create views of your data.

  • How do I use the CSV Reports page?

    Using the CSV Reports page is very simple.

    1. Hover your mouse over the Sales tab and click on the Create New link in the CSV Reports section
    2. Click the desired report tab
    3. Then, select the data you wish to appear in your report. You can select the maximum number of records you would like to see in the report, up to 1000. For closed listings and transactions, you may select a specific date range for the report, going back at most 90 days.
    4. Finally, click the download report button and you will be prompted to save or open your report.

    Please note: The reports page will only allow one report download every two minutes so please be patient when requesting multiple reports.

  • What Kind of data can I download with a CSV Report?

    CSV reports can include various data about your Active listings, Scheduled listings, Closed listings and Completed Sales Transactions.

    • Active Listings fields you can include are: Title, eBay Item Number, Quantity, Hits, Bids, Watches, Current Bids, High Bidder and End Date
    • Scheduled Listings fields you can include are: Title, Posting Time, Quantity, Start Price, Reserve, and Buy It Now price
    • Closed Listings fields you can include are: Title, eBay Item Number, Format, Quantity, Start Price, Hits, Watches, Bid Count, High Bid, and End Date
    • Transactions (Sales) fields you can include are: Title, eBay Item Number, Buyer Email, Quantity, Sale Date, Payment Status, Item Price, Amount Paid (total), Payment Type and Payment Date

Sales

  • How do I synchronize payment and shipped status with My eBay?

    If you use Auctiva Secure Checkout, your payment and shipping information is automatically synchronized on your Sales Transactions page. If you don't use Auctiva Secure Checkout, you will need to enable payment tracking so your Auctiva/eBay/PayPal will all be synchronized in real time on your Sales Transactions page.

    To enable payment tracking:

    1. Hover your mouse over the My Account tab and click on the Auctiva Checkout link.
    2. Check the "Yes" box next to "Track payment status for my eBay sales".
    3. Scroll to the bottom of the page and click the Save Settings button.
  • Why are my combined transactions not displayed as such on the Transactions page?

    The most likely reason your combined transactions are not showing up as such on your Auctiva Transactions page is that you are not using Auctiva Checkout and have not enabled the "Track payment status for my eBay sales" setting in your account.

    To enable payment tracking:

    1. Hover your mouse over the My Account tab and click on the Auctiva Checkout link.
    2. Check the "Yes" box next to "Track payment status for my eBay sales".
    3. Scroll to the bottom of the page and click the Save Settings button.
  • What do I do if someone paid me for an item but the Sales Transactions page still says they haven't paid?

    To mark a sale as paid (or shipped), go to your Sales Transactions page, select one or more transactions, and click on the Mark as Paid or Mark as Shipped button at the top or bottom of the page.

    Note: If you do not use Auctiva Secure Checkout, you will need to enable the payment tracking feature in order to tell that checkout has been completed.

    To enable payment tracking:

    1. Hover your mouse over the My Account tab and click on the Auctiva Checkout link.
    2. Check the "Yes" box next to "Track payment status for my eBay sales".
    3. Scroll to the bottom of the page and click the Save Settings button.
  • How do I print a packing slip to put into my shipments?

    You can print a customized packing slip from your Sales Transactions page. The packing slip can include your logo, the Payment Details and even a personalized message.

    To print a packing slip:

    1. Hover your mouse over the Sales tab and click on "All" or "Paid" transactions link.
    2. Select the "Checkout Details" link to the right of the listing.
    3. Click the blue "View Packing Slip" button on the bottom.
    4. If you have previously uploaded a logo to your Auctiva Store, it will load automatically at the top of your packing slip.
    5. To show the payment details on the packing slip, check the box in the bottom right corner that says “Show/Print Payment Details."
    6. If you want to add a custom message to the packing slip, just type it in to the text box below the Items Purchased summary. By default, if you have an Auctiva Commerce store, a link with your store URL will be added to the text box automatically.
    7. When you are satisfied with your packing slip, click on the "Print Packing Slip" button on the bottom.

Scrolling Gallery

  • Items you are no longer selling will be removed from your scrolling gallery automatically, but if you would like to expedite their removal, you can make them hidden.

    1. Hover your mouse over the Store tab and click on the Manage Items link
    2. Check the box of each item you would like to hide from your Auctiva Scrolling Gallery
    3. Click the blue Make Hidden button

    Items that are made hidden will not be shown in your scrolling gallery the next time it refreshes, which it does about every 2 hours.

  • The Auctiva Scrolling Gallery is set to display 16 items at a time and favors items that are ending soonest. Scrolling gallery items are refreshed at a maximum of 2 hours, more frequently for high volume sellers.

    You can select which items will appear in the Scrolling Gallery by either hiding items you don't want to appear or featuring items you want to appear. You can follow these instructions to hide or feature items in the Scrolling Gallery:

    1. Hover your mouse over the Store tab and click on the Manage Items link
    2. Check the box of each item you would like to hide or feature from your Auctiva Scrolling Gallery
    3. Click the blue Make Hidden button to hide items from the Scrolling Gallery, or click on the blue Add Featured button to feature items on the Scrolling Gallery.

  • Each time the scrolling gallery refreshes, which it does about every 2 hours, the store window is repopulated with 16 items ending soonest. As your listings end, they are replaced in the scrolling gallery with new ones at each refresh.

    If you like, you can choose to hide or feature certain items on the Scrolling Gallery. Hidden items will never appear on the Scrolling Gallery. Featured items will be selected to appear over non-featured items.

    1. Hover your mouse over the Store tab and click on the Manage Items link
    2. Check the box of each item you would like to hide or feature from your Auctiva Scrolling Gallery
    3. Click the blue Make Hidden button to hide items or click on the blue Add Featured button to feature items.

    Items that are hidden/featured will not be shown in your scrolling gallery the next time it refreshes.

  • Yes, you can. Go to the Edit Scrolling Gallery page (or hover your mouse over the Store tab and click on the Customize link). You can read the Scrolling Gallery Customizations tutorial for more information about changing the type of Scrolling Gallery, its position, colors and text.

  • Yes and no. Adult images will only appear in the scrolling galleries on adult listings. If you sell in both adult and non-adult categories, your adult images will not show in the scrolling gallery on non-adult listings.

  • Yes, you can. Go to Edit Scrolling Gallery, then:

    1. In the Choose Style tab, click on the Scrolling Gallery thumbnail image that you would like to use. A preview of your selection will display. Note: The Vertical Scrolling Gallery orientation will only work for listings posted through Auctiva. For all imported listings, the Vertical Scrolling Gallery will be appended to the bottom of the listing.
    2. Then, click on the "Text & Placement" tab in the Scrolling Gallery Editor page.
    3. In the Placement section, choose where you would like the Scrolling Gallery placed in the listings.
    4. Click the Save button to save your changes.

    Please note: This will not alter the placement of those scrolling galleries already in active listings.

  • Our listing maintenance, which updates title, current price, high bidder, high bidder feedback, bid count, currency, and end time on your active listings page is done about every 6 hours.

    Once your updated prices are reflected on your active listings page, they should be displayed in your scrolling gallery the next time it refreshes, which it does about every 2 hours.

  • To remove the scrolling gallery from your active listings you must delete the scrolling gallery HTML from the HTML description using eBay's Revise Item form.

    1. Find the listing you would like to edit on eBay
    2. Click on the link to Revise the item
    3. Put your mouse in the HTML description and click so your cursor is in the box
    4. Hit Ctrl+F and when the find box comes up type ASW. Find the first instance
    5. Use your mouse to highlight all the HTML after that first ASW until you see the second ASW - take care not to delete anything before or after those ASW tags
    6. Delete all that code between the two ASW tags
    7. Save with eBay

Sellathon Counters

  • What are Sellathon Counters?

    Sellathon Counters record hits made to your eBay listings. You can choose to have your Sellathon Counters visible or hidden from visitors who view your listings on eBay.

  • What plans include the use of the Sellathon Counters?

    All Auctiva plans include access to the Sellathon Counters—even Free Tools Plan users!

  • Can I turn off the Sellathon Counters?

    Yes, you can set your account preferences to not append the Sellathon Counters to your new eBay listings. This setting does not affect closed and active listings. You would need to remove the HTML code manually from these to remove the counter. Note: In order for Premium Plan users to get the Sellathon Analytics included in their plan, Sellathon Counters (visible or hidden) must be used.

  • What are the "Hit Stats" on my Active Listings page?

    Premium subscribers will see an additional "Hit Stats" column on their Active Listings page. The displayed stats are generated by Sellathon—a powerful tool used by eBay sellers to track their sales, trends and other vital information about their listings on eBay. The Hit Stats are shown in 3 different graphs—Hourly hits, Daily hits and Daily Repeat Hits.

  • How do I View the Hit Stats Graphs?

    Premium Plan users will see a Sellathon icon next to each listing on the Active Listings page. A window will pop up with a small line graph showing the hits in the last 24 hours for that item. To see other stats (such as Daily Hits or Daily Repeat Hits), simply click on the link to the right of the graph.

  • What's the difference between Daily Hits and Daily Repeat Hits?

    Daily hits represent the number of times your listing was visited during the day. Daily Repeat Hits displays the number of unique visitors to view your listing more than once. This can help you differentiate between a listing that is attracting many visits or multiple visits by just a few visitors. These graphs display the last 7 days of data (if available).

  • Are the Hit Stats Graphs available for all Auctiva users?

    Currently, this feature is only available to Premium Plan subscribers.

  • How do I use the Sellathon Analytics data in my Auctiva.com account?

    For Premium Plan users, Sellathon data is automatically integrated into your Auctiva.com listing data on your Active Listings page. This allows you to quickly review statistical information about your listings' performance. With this data, you can not only keep tabs on your current items, but you can also use this information to create better-performing listings in the future.

Store

  • What is my Auctiva Store?

    Your Auctiva Store is a collection of all your active listings (auction, fixed price, and store listings.) You can customize your store and then promote the domain name to drive traffic to your store.

  • Can my Auctiva Store format be applied to my eBay store?

    No, this is not a possibility at this time.

  • Can I customize my Auctiva Store?

    Yes, click the Store tab. From there you can customize each aspect of your store by using the links in the box on left.

  • Can items in the "Mature Audiences" category be displayed in my Auctiva Store?

    Yes and no. Because eBay can age verify and we can't, customers to your Auctiva Store will see a thumbnail picture indicating that the item is an Adult Item instead of the actual adult item image:
    adult image

  • What is a blog?

    A blog is basically a type of journal or newsletter that is frequently updated and intended for general public consumption. In the case of your Auctiva Store, a blog is like having a web conversation with your customers. You write a blog, they read it and comment on it. If your blogs are interesting and relevant, you give your customers a reason to come back.

    Blog about your featured items, or about your expertise on a certain topic related to your business. Make sure to include keywords that relate to your store to help Google rank you higher. And remember, you can attract repeat customers with interesting, relevant blogs.

  • What is a domain?

    A domain name is a unique name that identifies your website to users. Your Auctiva Store can have as many legitimate domain names as you would like, giving your customers many different ways to access your store. Or, you can have just one domain name. It is your choice.

  • How do I get a domain name?

    We give you a default domain name for when you first sign up. Your domain name is right underneath your store thumbnail on the Store landing page. If you like your default as it is, then the next step is to promote it! Check the Store landing page for promotion information. If you don't like it, click on the Manage Domain link also on the Store landing page to read about your other choices.

  • What if I already have a domain name?

    If you already own a domain name, and would like to associate it with your Auctiva Store,

    1. Hover your mouse over the Store tab and click on the Domains link
    2. Click the [Add Domain] link and add it to your list

    Now you can either have your domain point directly at your store, or you can use a subdomain. Without getting technical, a subdomain basically acts like another page on your website even though it is a website all its own. Click here for PDF instructions on pointing your domain directly to your Auctiva Store or making it a subdomain of your existing website.

  • What are the Terms and Conditions when you purchase a domain name through Auctiva?

    This Auctiva purchased domain name will be good for the term of one year - USA and two years - UK. At the end of each term, you will receive an email detailing the options for your domain name.

    Your Auctiva purchased domain name will be managed solely by Auctiva and it will point to your Auctiva store.

    You may buy the domain name outright from Auctiva at anytime for a fee. When buying the name outright from Auctiva, you will need to have your own eNom account. Once payment is made to your Auctiva account, we will then push the domain name to your eNom account. If you would like to do this, please file a support request.

  • What is RSS?

    RSS (Really Simple Syndication) is an easy way to track when a website updates. Websites can provide an RSS "feed" to users allowing the users to keep up to date on changes to the site. Auctiva sellers use RSS as a way to keep their customers up to date on items that they have for sale.

  • How do I use RSS?

    Users can access RSS in several different ways. Modern web browsers, such as Firefox or Internet Explorer 7, can create a "live bookmark" which displays RSS feeds in the same way other bookmarks display. To bookmark a websites RSS feed in Firefox or IE7 simply go to the url of the feed and bookmark it as you would any other page. Users can also monitor RSS feeds using stand alone feed readers, sometimes called aggregators. Stand alone readers offer a more interactive RSS experience, providing more options on how to view RSS feeds and what can be done with the data they contain.

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