eBay Payments Stopped Working Again

Hello there, @sulu7.

I can see the urgency of getting your eBay Connector issue fixed. With this, let me share the details of why eBay payments aren't downloading in QuickBooks Online (QBO), so you can manage your books accordingly.

Before we start, please know that we here in the Community appreciate you for sharing the troubleshooting steps you've performed and for the actions you did to help update or import your eBay payment transactions in QBO. 

The information provided to you by our support is correct. For the time being, based on our records, we have an ongoing investigation about eBay payment transactions that aren't downloading (INV-74473) in QBO. Rest assured that this issue is being taken care of with utmost urgency. Hopefully, you can download your payments to keep your books updated in no time. 

Since you've already contacted our support, I can assure you that your account is added to the list of affected users. This ensures you're in the loop about the investigation's status and its fix. 

Once the issue is resolved, you may also want to check out this article as your reference to guide you in reviewing your eBay transactions and managing your app settings in QBO: Connect to eBay Managed Payments with QuickBooks Online.

We appreciate your patience regarding this matter. Please keep me posted on how it goes in the comments below. If you have other concerns about managing eBay payment transactions in QBO, I'm always ready to help. Take care, and I wish you continued success, @sulu7.

I appreciate the response, I truly do, but am confused.

I had gotten an email the other day that the issue with Ebay payments was resolved already. It didn't work for my initially, so I had to reach out to support. They are the ones that told me to disconnect & reconnect. 

Are you saying the issue was never 100% fixed and has still been going? Or is this a NEW occurrence of a similar issue?

Lastly, can you please please verify that my account is on the list for this issue & will get updates when it is resolved? 

Resolving your eBay payment issues is our top priority, sulu7.

This eBay issue is a new occurrence that was tagged and confirmed the last 11th of August 2022. For you to know more about the details of this case, I recommend reaching out to our support team so they can double-check if the previously reported case has been fixed until such a new case has been created with similar specifications. They can also check if you're among the customers who were listed as one of the affected. Here's how to reach them:

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter your concern
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

Furthermore, QuickBooks automatically downloads the  latest bank transactions. For more information on how it adds and matches transactions that are already entered, I've added this article for your additional information: Categorize and Match Online Bank Transactions In QuickBooks Online.

Reply below if you have any concerns about your eBay transactions. Always remember, we're always here to help you anytime.

Just checking in, as the issue is still going. Was hoping you guys had any updates? 

Hi @sulu7,

Thanks for getting back. Currently, we don't have a new update yet. If you've already contacted our Customer Care Support, you'll be notified via email whenever theirs a resolution update.

Please know that we're here to assist you. Take care and stay safe.

Thanks for the reply.

I was really hoping you could give me (and all those with the same problem) a little insight as to what the exact issue is and a possible round about ETA ? 

I've been needing to get my books in order for some personal financial reasons, and get generate a proper P&L until this is resolved.

Being that this has been a documented issue for over 2 months for me, is there any way of getting some type of partial service credit for all the downtime ? I essentially haven't been able to make proper use of the service.

I hear you, @sulu7.

I want to ensure this matter is addressed timely so you can get your latest transactions from eBay updated in QuickBooks Online (QBO).

As of this time, the investigation regarding the inability to update your transactions in QBO is still open. Rest assured that this has been escalated to our engineering team and they've been in all hands working to fix this as soon as possible.

While we are unable to provide the exact turnaround time as to when the integration problem is fixed, I assure you that all the updates will be sent via the email we have on your file as soon as they're available.

For now, I'm including this reference so you're able to use all the features and functions of QuickBooks: Help Articles in QuickBooks Online. Also, you're able to read subtopics that will describe how a feature is used and how to accomplish tasks related to its functions.

We appreciate your patience as we're working on this integration and connection error. Please let me know in the comments below if you have any other questions. Take care and stay safe!

Thank you for the response.

The only question that wasn't addressed was, what can I do about getting a partial refund for non-delivery of service for the last 2 months? I don't feel it is fair I was charged full price, and the feature that I need to use to actually make use of QBO has been broken.

Looking forward to those next steps.

Hello, sulu7. 

To address your refund request, I suggest reaching out to our customer support team. They'll be able to pull up your account and submit a request to refund your payment.

To reach them, please follow the steps below:

1. Log in to your QuickBooks Online company.
2. Go to the Help (?) menu.
3. Click Contact Us. 
4. Enter your concern, then choose Continue.
5. Select Chat with us or Have us call you from the next available expert.

Moreover, let me share this resource on how to void or refund customer payments you process in QuickBooks Online. It also includes some ways how to give partial refunds. 

Let me know if you have any clarifications or need further assistance. I’m always ready to help and make sure you’re taken care of. Enjoy the rest of the day.

I reached out to Quickbooks Support and the following happened:

a. First person had no idea what I was talking about.

b. Second person had looked up information to share with me but the line got disconnected.

Not wanting to sit on hold again, I came here to hopefully ask if there are any updates to this matter? 

Thank you

I can see that you did everything you could to fix this, @sulu7. I appreciate you keeping us updated about the steps you've taken as well as the outcomes. I can see how difficult this has been so I'm here to ensure this will be taken care of. 

For additional assistance, someone from our team will contact you regarding the eBay payments issue to gather additional information. You can also discuss with them the partial refund you're requesting for the time you weren't able to use the service properly.

If you haven't heard from someone after 48 hours, I strongly advise you to get back here in the Community.

Let me know how this goes. I'm just right here to provide help whenever needed. If you have any other QuickBooks concerns, feel free to leave a reply below. Have a good one. 

Any updates?

Thank you for joining this thread, WaitingStill.

I've looked into it and found the investigation regarding the inability to download transactions from eBay to QuickBooks Online is still open.

While we are unable to say as to when the integration issue will be resolved, I recommend contacting our QuickBooks Support Team through the steps outlined above by my colleague @AileneA. This is to make sure you'll be added to the list of affected users and will receive real-time updates via email.

Rest assured that our engineering team is constantly working to find a solution to permanently fix the issue.

Please let me know if there is anything else I can do for you. I'll be happy to help. Have a wonderful day!

Howdy!

Just wanted to report back as you asked for updates. I'm still currently working with an internal specialist to help resolve this problem. We've exchanged quite a few emails, but he hasn't been able to give me any more information than what we already have.

I still can't pull in data from ebay, but also haven't been checking the site each day as I use to, as I've realized at this point all I'm doing is wearing out my mouse clicking and clicking.

At this point I feel we've all made enough noise to get Intuit's attention regarding this matter for them to resolve it.

I'll be happy to give you guys any updates as I find it, as I know any kind of information will be comforting as it leaves the impression of progress!

Enjoy the upcoming weekend everyone and don't let this broken plugin ruin your day anymore than it has :) 

Thank you!

Got this email yesterday:

Dear Valued Customer,
Our engineers have looked into the issue Ebay Payments - Transactions not downloading and have determined the consent authorization is expired, please disconnect and reconnect the account with valid login credentials.

There will be no further updates to this investigation, thank you. 
So, once again I disconnected & reconnected. Still not working. It’s been 48 hours.
 

I got this email as well. I went ahead and disconnected and reconnected. Now I'm back to it just  saying:

We're bringing in your transactions. It may take a while to bring them all in. Check back soon to see if some are ready. Refresh to update

Hasn't worked. I was going to wait until Tuesday to reach out to the specialist that has been helping me as it is a holiday weekend.

Super disappointed to receive an email, only to find out the service still doesn't work :-/

This isn't the kind of impression that I'd like you to have and we know how much time it can take when something isn’t working the way you need it. This is why we make great efforts to deliver customer satisfaction at all times and to fix an issue as soon as possible, WaitingStill, and sulu7

.

We appreciate you for providing us with the email notification you've received. I've checked here on our end and the Investigation Number-76452 where the eBay app is unable to pull data is still ongoing. Rest assured, our engineers are working together on the permanent fix.

Since you've already contacted our support, I can assure you that your account is added to the list of affected users. This ensures you're in the loop about the investigation's status and you'll receive an email notification about the updates or once the issue is resolved. 

You can check out this article as your reference to guide you in reviewing your eBay transactions and managing your app settings in QuickBooks Online (QBO): Connect to eBay Managed Payments with QuickBooks Online. On the other hand, check out these resources if you want to know more about connecting bank accounts to QBO. 

• Add an account to your chart of accounts in QuickBooks Online
• Connect bank and credit card accounts to QuickBooks Online

We appreciate your patience regarding this matter. If you need to take care of other things in QuickBooks, I'm with you every step of the way. Just leave a comment below and I'll get back to you. Take care always.

Thanks for letting us know the investigation is ongoing.

But that still leaves the troubling question, what was that email I & the other member here received? The email says things are good, but you're informing us things are still getting worked on.

This becomes confusing to the end user as it makes it hard to know which stream of information to follow.

Happy Labor Day Weekend everyone! 

Hi there, @sulu7. Thanks for getting back here and providing additional details regarding the issue you're having.

As of the moment, the investigation about the eBay app being unable to pull data in QuickBooks Online (QBO) is still ongoing. To further verify the email you received regarding the status of the issue, I highly recommend contacting our Customer Care team. They have specific tools to check that email and provide additional information as to why you received them. Here's how:

1. In your QBO company file, go to the Help menu.
2. Then, click the Search tab and select Contact us.
3. From there, enter a brief description of your concern and click Continue.
4. Next, choose a way to connect with our phone support.

Then, to ensure you'll get assisted immediately, please visit our support hours page to find out what time and day our support is available.

I've also got here a compilation of helpful articles that you can use as a reference or guide in performing your QuickBooks tasks. To get started, feel free to browse our QuickBooks Help site.

You're always welcome to post back here if you have any other questions about managing transactions in QBO. I'd also appreciate it if you can share updates on how the interaction with the support goes. I'm always here and ready to lend a hand. Have a good one.

Thanks for the update.
From a customer service point, it’s unfortunate that you’re not able to see why or what those emails referred to. I’m going to disregard it as an error, although I’ve received 2 of them..
As a new paying customer, I’ve only paid for aggravation at this point and don’t want to be told what else I can do to investigate (not your fault personally). 
Looking forward to resolution. My previous provider was so easy until they abruptly closed service. 

You must be psychic as each time I'm ready to update, you beat me to it :)

They have told me the engineers are still working on "my" ticket and haven't found a fix for it yet. So they haven't given up, which is a plus.

I was able to update about 48 hours ago, but then it stopped once more. On a whim I disconnected and reconnected again, and that worked for that day. Seems real hit or miss, but so far I've found for each disconnect / reconnect, you get ONE day it updates, and then no more. So try that to see if it limps you along as well!

Still waiting on the perma-fix!

Can US eBay sellers use the new quickbooks commerce accounting tab instead of the ebay payments app?

Does it work the same way? I'm hoping this is the solution.