Misc

• If a user talks about losing access to their email account or losing their email password but wants to get their license key, let’s connect them to chat but also tell them . We will ask them for their license key to verify who they are and connect them to chat. We’ll also ask them what’s the old email associated with the account and what email address we can use now if we’re not online so we can send them a confirmation. You need to have your license key available (if you still have uBuyFirst on PC you can go to Help > Subscription Info, the email associated with your license and First and Last name and request an agent on live chat . Also, when you fill out the chat request make sure to include a valid email address where we can reach you since your old one you cant get into and we need to ensure you get a reply back from us to a valid email. 
• If a user asks if “everyone can use commit to buy”, meaning can every subscription level access this function, tell them yes but also they must opt-in and send them the link to opt-in. https://ubuyfirst.com/commit-to-buy/ even if you are a trial user you can use it but you still need to opt-in. Review the terms on the URL above and submit and then your license key will be activated with the feature within 24 hours. You might need to reactivate with your license key again. If they are a free user, they won’t be able to use after their trial expires. A trial user has access to commit-to-buy and subscribers have access but everyone must opt-in regardless. So basically everyone other than free users can use it but they need to opt in. Once you opt in you also need to authentica your account with uBuyFirst so it can make purchases on behalf of you. 
• Import/Export keywords

1. 1. Import File - Every import file needs to have a unique value in the ID column field. If you created it from scratch or exported your results and then added some columns you need to make sure there’s all unique ID’s in the ID field and then the import should work. 

• If a user doesn’t see results, one possible solution is to adjust the Initial Results under Grid menu item. Once search starts, it will look for the last X amount of items posted. If you have it at 0 and the items you look for are infrequent then nothing might show. Also you can check the error logs. 
• If my license gets revoked or I had a lapse in my subscriptions do i lose my keywords and setup? No, you’ll still have them all and can use everything once you have a new subscription.
• If my subscription expired or was revoked due to non payment, how do I enable? We can’t reactivate a old license, you’ll need to create a new subscription and get a new license. 
• Is there a discount for an annual subscription? Yes, visit this link https://sites.fastspring.com/harvestmobile/product/annual-enterprise
• If a user asks I was wondering if it is possible to monitor an item that I know a buy-it-now will be added to so I can see as soon as the buy-it-now is added.. Yes you could by putting in the item number in the keyword field or if you have a generic search term where the item would otherwise be found you can create a filter rule specific for thet item number and make the action to highliuht the row in a specific color. You can also add the item to your ebay watchlist and use the watchlist function within ubuyfirst. 
•  Can I use ebay boolean operators like I do on eBay? This is specific to using. No, ubuyfirst uses apache lucene and the ebay boolean advanced parameters aren’t used here. Reference the help doc for advanced help article https://ubuyfirst.com/docs/saved-searches-advanced/
• Left off with Matthew Robbins on May 18th
• App Down - If anyone says something like "app down" or "the software isnt working" or "found times are really slow or delayed" where it seems like there's a bigger issue application wide on core functionality then we always want to identify what the function/feature is and what additional information points to an area. Example: If someone says "app down" then we want to follow up with some question to get more detail f it is, can you explain what was down and how you identified it? We DO NOT have a place on our site to give status. But we want to know what the error message is if they are getting one and they can check the logs in ubuyfirst application and tell us what they are saying helps alot. And also, have they made any changes or they were doing anything different (update, modification on keywords, core feature or layout/workspace?. And as a default after asking some of these questions the obvious ones are to restart the app, update the app, restart the PC, make sure internet is working, make sure license is active and up-to-date. And as a personalization note on all responses we instruct to reply back with a yes or no based off the question for this type of "app down" we don't have enough info to say yes or no. Ex: now if I type in "app down" I get the following response: "No, we don’t have a site to check app status. Follow these steps to troubleshoot:" Where that doesnt make sense, it needs to be more like confirming that they're having a serious issue. So would be more like "Sorry you're having issues." It also responsed in the follow up "Gather Details:
• Ask the user what specific feature/function is down.
• Check if there’s an error message and review logs in the UbuyFirst application.

WatchList

• The watchlist only tracks specific items that are on your eBay watch list that can by synced with uBuyFirst and you can add items from results in uBuyFirst to your eBay Watchlist and view them in uBuyFirst. Whatever you add/modify to watchlist from the browser will also sync. Explicitly tell them the watchlist only works for item numbers but there is other ways you can search for just a specific seller.

Verify Changes:

• Confirm if any updates, modifications, or layout changes were recently made.

• Restart the app and PC.
• Update the app and ensure the license is active.
• Confirm internet connectivity.

"Can I setup a meeting" or "Can we schedule some time to talk" where the user is suggesting they would like a more formal discussion via a web meeting or phone call. In this case, we can answer Yes, absolutely! You can book a time that works best for you using this link: ubuyfirst Meeting - Dustin Jones Looking forward to our conversation!

Outcome: These steps should help identify or resolve the issue." where this is basically showing our instruction as a business owner natural language where we want it converted to the visitor/user context. Ex: Dont say "Ask the user" in the response. Just give the list of the questions if they didn't include it in any other chat data field on the chat record that help us identify the problem then the section under that would be the basic fixes to always check as most common issues to resolve and know if there's a real problem or not.

Updated on: 21/07/2025