SellerHintFAQ
Frequently asked questions
Answers about the two products, eBay connections, listings, orders, inventory, cases, pricing, privacy and support. Where something has not been decided, the answer says so.
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General
What is SellerHint?
SellerHint is operational software for eBay sellers. It helps you manage the work behind your products and listings: product records, listing drafts and templates, images, orders, inventory quantity, marketing, scheduled work, buyer messages and connected stores.
It is not a marketplace, a payment processor, a shipping carrier, or an official eBay product.
Who is SellerHint for?
Independent eBay sellers managing a meaningful number of listings, sellers running more than one eBay store, and small eCommerce businesses that need organised listing and order workflows.
It is not written for buyers shopping on eBay.
Is SellerHint affiliated with eBay?
No. SellerHint is an independent product. It is not affiliated with, endorsed by, sponsored by, certified by, or operated by eBay Inc. eBay is a trademark of eBay Inc.
Which marketplaces does SellerHint support?
eBay only. SellerHint is currently centred on eBay seller operations and is not a multichannel platform.
The list of supported eBay marketplaces has not been published yet. Do not assume every eBay marketplace is supported.
What is the difference between SellerHint for Mac and SellerHint Web?
Not the features — both carry the same set of workspaces. The difference is where your data lives and how you reach it. SellerHint for Mac is a native macOS application that stores product records, images, preferences and drafts primarily on your Mac. SellerHint Web is a separate browser-based product that stores everything in your Web account, reachable from any machine.
They are separate products with separate accounts, separate billing and separate data. Buying one does not include the other.
Does SellerHint for Mac automatically synchronise with SellerHint Web?
No. There is no synchronisation between the two products in either direction. They do not share accounts, subscriptions, databases, stored images, settings, drafts or marketplace data.
Can I connect more than one eBay store?
Yes. SellerHint for Mac supports connecting more than one eBay store, and each connection keeps its own store context and identity.
Can SellerHint manage multiple stores without mixing their data?
Yes. Store isolation is fundamental. Listing values, images and image order, business policies, warnings, orders, messages, campaigns, synchronisation status, marketplace identifiers and store-specific overrides all stay attached to the store they belong to.
The one deliberate cross-store workflow is Inventory Sync, which you configure and preview, and which is limited to quantity.
Does SellerHint guarantee that my listings will be approved?
No. eBay decides whether a listing is accepted, and its policies and requirements can change. SellerHint helps you prepare and review your work; it cannot guarantee a marketplace outcome.
Does SellerHint guarantee higher sales?
No. SellerHint does not promise more sales, better search placement or higher revenue. It is operational software for managing the work behind your listings.
SellerHint for Mac
What does local-first mean?
It means product records, images, preferences, drafts and cached marketplace information are stored primarily on your Mac rather than on a server.
It does not mean SellerHint is offline or cloud-free. eBay authentication, marketplace reads and marketplace writes need an internet connection, and some functions depend on SellerHint services being available.
Where is SellerHint for Mac data stored?
In SellerHint storage on your Mac. That includes your product records, managed images, preferences, drafts and cached marketplace information.
Does SellerHint for Mac require an internet connection?
For local work, no. You can create and edit product records, organise images, prepare drafts and use templates without a connection.
A connection is required to authorise a store, refresh marketplace information, send supported changes to eBay, and use any function that depends on SellerHint services.
What information stays on my Mac?
Your product catalog, managed images, preferences, drafts, templates and cached marketplace information are stored locally.
Information necessarily leaves your Mac when you authorise a store, read from eBay, or send a change to eBay. SellerHint does not claim that no data ever leaves your Mac.
How do I back up SellerHint?
Use the backup tools in Settings under Data and Support, and keep a copy somewhere other than the Mac holding the original. Take a backup before every upgrade and before using any reset tool.
Because SellerHint for Mac is local-first, backups are your responsibility.
What happens if I replace my Mac?
Your local SellerHint data lives on the old machine, so move it with a backup and restore rather than expecting it to appear automatically on the new one.
The purchase itself follows your Apple Account: install from the App Store on the new Mac while signed in to the same Apple Account and restore purchases. There is no licence key to transfer.
Does SellerHint store my eBay password?
No. You sign in on eBay, not in SellerHint. The native Mac application does not contain marketplace application secrets and does not expose raw refresh tokens; authorisation and token handling occur at the SellerHint backend boundary.
SellerHint will never ask you for an eBay password, an OAuth token, an API key or a secret key.
Can I use duplicate SKUs?
Yes. More than one product record can use the same SKU. Local changes are associated with the SellerHint database row identity, and marketplace actions use the exact eBay item identity within a store context.
SKU matching applies only in specific import, linking and inventory synchronisation workflows, where duplicates are reported as conflicts for you to resolve.
Can I delete a product that is connected to a live listing?
Products associated with live listings are protected from deletion, so a single mistake cannot detach a record from a listing that is still selling.
Deleting a SellerHint product record would never have ended the listing on eBay in any case; ending a listing is a marketplace action.
What is the difference between saving locally and sending changes to eBay?
Saving writes your work to SellerHint storage on your Mac and changes nothing on eBay. Sending supported changes is a separate, deliberate action that requires a connection and an authorised store.
Remote updates are processed in order, and results are reported back to you, including partial failures.
Which macOS versions are supported?
The supported macOS versions and Mac hardware have not been published yet. They will be listed on the system requirements page before the product is offered for download.
Is SellerHint available in the Mac App Store?
The Mac App Store is where SellerHint for Mac will be distributed and sold. It is not published yet, so there is nothing to install today.
The App Store is the only distribution channel. SellerHint does not host a direct download, so any file offering SellerHint for Mac from another source is not ours.
How do I get my purchase back on a new Mac?
Purchases are tied to your Apple Account, not to a licence key. Sign in to the same Apple Account on the new Mac, install SellerHint from the App Store, and restore purchases in the app.
Your SellerHint data is a separate matter. It is stored on your old Mac, so move it across with a backup and restore rather than expecting it to follow the purchase.
SellerHint Web
Is SellerHint Web available?
Yes. SellerHint Web is a separate browser-based product carrying the same feature set as SellerHint for Mac, with its own account, billing and data.
Does SellerHint Web do everything the Mac app does?
Yes. The dashboard, catalog, product details, orders, inventory sync, marketing, schedule, messages and Case Center are all present, and the product principles come with them — saving stays separate from sending, stores stay apart, and Case Center stays read-only.
A few macOS platform mechanics have no browser equivalent and are not part of SellerHint Web: local application logs, user-run local backups, local storage reporting, and the macOS accessibility APIs. How SellerHint Web protects and exports your data will be published before it is offered.
Which browsers are supported?
Browser support has not been tested or published. A tested browser list will appear on the SellerHint Web pages before the product is offered.
Is SellerHint Web included with the Mac product?
No. They are separate products with separate billing. Buying one does not include the other, and no bundled plan has been announced.
Does SellerHint Web support multiple users?
No, and it is not planned. There are no seats, roles or permissions in either product.
That is why SellerHint Web is priced per account rather than per user: there is no seat model behind the price.
Can I import my Mac data into SellerHint Web?
No. There is no import path between the two products. A data path between them is under consideration and is not planned work.
Where is SellerHint Web data stored?
SellerHint Web stores its data remotely in its own backend, separate from SellerHint for Mac. Hosting providers and storage locations will be disclosed on the security and subprocessor pages before the product is offered.
eBay connections
What permissions does SellerHint request?
SellerHint requests the permissions needed to read the store information it displays and to perform the supported actions you ask for. The permissions are shown to you by eBay during authorisation, before you approve anything.
The complete permission list will be published on the eBay integration page once it has been verified.
Can SellerHint change live listings?
It can send supported changes to eBay when you ask it to. That is always a deliberate, separate action from saving your work locally, and not every listing field is supported for remote update.
How does SellerHint identify the correct listing?
By the exact eBay item identity within the correct store context. SKU is not used as a globally unique identifier, because duplicate SKUs are valid.
What happens when I disconnect a store?
SellerHint stops using that authorisation, so marketplace reads and writes for that store stop. The precise treatment of information already stored for that store is set out on the account deletion page and in the privacy policy.
Disconnecting a store is not the same as deleting your SellerHint account.
What happens when I revoke authorisation on eBay?
Marketplace operations for that store stop working, because SellerHint no longer holds a valid authorisation. Reconnecting the store restores access.
How do I request deletion of eBay-related data?
Use the privacy choices page to make a deletion request, and the account deletion page if you want the whole account removed. Both explain what is deleted, what may be retained for legal reasons, and how the request is verified.
Does SellerHint work with every eBay marketplace?
The supported marketplace list has not been published. Do not assume support for a particular eBay marketplace until it is listed.
Are marketplace rate limits possible?
Yes. eBay applies request limits and can change them. A refresh or a bulk operation can therefore be slower than expected, or can return incomplete information, and SellerHint reports that rather than hiding it.
Products and listings
What is the difference between a product and a listing?
A product record is your information about an item, held by SellerHint, including seller-only information such as cost, notes and storage location. A listing is what exists on eBay.
They can be linked, but changing one does not automatically change the other.
Why are duplicate SKUs allowed?
Because real inventory contains them. Treating SKU as a unique key forces tools to merge records that should stay separate, which is hard to undo. SellerHint uses database row identity locally and exact marketplace identity remotely.
How does Product Import match listings?
It compares your active eBay listings for one store against your local catalog using normalised SKU and title matching, then reports what it found: exact match, possible match, conflict, or no match.
Every result is a suggestion. Linking and importing are always your explicit decision.
What is a match conflict?
A conflict means the match cannot be resolved automatically: more than one candidate, a duplicate SKU, or a variation and child-SKU difference. SellerHint reports it for you to resolve.
Can SellerHint automatically merge products?
No. There is no automatic destructive merge. Nothing overwrites an existing product record unless you choose to link it.
How are store-specific values handled?
One product record can carry different values for each connected store, shown on separate store tabs. Values set on one store tab are never copied to another store automatically.
Can one store use different images?
Yes. Images and the image order used for a listing are store-specific, so a product can present a different image set in each store.
Why is a live product protected from deletion?
Because deleting the record would detach it from a listing that is still selling and discard the local history attached to it. End the listing on eBay first if you are retiring the item.
Orders and inventory
Which order details can SellerHint display?
The order list and order details show the information eBay returns for that order, including order status, payment status, fulfilment status, shipment status and delivery information, kept as separate values rather than one combined label.
Can SellerHint show the buyer-selected shipping service?
Yes, where eBay returns it for the order.
Can SellerHint show delivery status?
Delivery information is shown where it is available. It depends on what the carrier reports back to eBay and can lag behind reality.
Can I print invoices and packing slips?
Yes. Invoice and packing slip documents can be produced and printed from the Orders workspace. They contain buyer information, so handle and store them accordingly.
What does quantity-only Inventory Sync mean?
Inventory Sync compares quantity across stores and applies quantity changes you approve. It is designed to preserve unrelated listing information rather than pushing a full listing update.
Can one store be the inventory master?
Yes. You can nominate one store as the quantity source when comparing and applying quantity changes. Choosing a master store does not merge any other data between stores.
Will Inventory Sync change my title, price or description?
No. Inventory Sync is quantity-focused and is designed to leave unrelated listing fields unchanged. You also preview the exact changes before anything is sent.
What happens if a synchronisation action partially fails?
Results are reported per listing, so successes and failures are both visible. A failure in one store does not hide a success in another, and it does not leave you guessing which listings changed.
Cases
Can I handle a return inside SellerHint?
To a large extent, yes. From Case Center you can message the buyer, accept an eligible return, issue a full refund or offer a partial one — whenever eBay currently permits that action for the case. SellerHint checks first, so you are not offered a button that will fail.
Escalation, declining a return and closing a case are not supported and continue on eBay. Financial and irreversible actions require a confirmation step before they are submitted.
Can I act on an Item Not Received case?
Yes, in the same way as a return case. Item Not Received cases appear in Case Center with their tracking and delivery information, and the actions eBay permits are available in place.
Escalation and closing a case happen on eBay.
Why are some case actions unavailable?
Because eBay decides what is possible at each stage of a case. SellerHint checks which actions are currently permitted before enabling them, so the options change as the case does — rather than offering a button that fails when you press it.
Escalation, declining a return and closing a case are not supported at all and continue on eBay.
Can I issue a refund by accident?
No. Financial and irreversible case actions require a separate review and confirmation step before anything is submitted.
A refund is never one click, and the amount is shown back to you before it goes.
Does replying through SellerHint affect eBay’s case deadlines?
No. eBay sets the deadlines and the rules for a case, and replying through SellerHint does not extend a deadline or change how the case is judged.
If a case is close to a deadline, check it on eBay as well.
Pricing and billing
Are SellerHint for Mac and SellerHint Web priced separately?
Yes. They are separate products with separate billing, and they are sold differently: SellerHint for Mac is free to download with an optional upgrade at $4.99 per month, and SellerHint Web is a subscription at $9.99 per month.
Paying for one does not include the other, and no combined plan has been announced.
Does a Mac subscription include SellerHint Web?
No. There is no bundled entitlement between the two products.
Is SellerHint for Mac free?
SellerHint for Mac is free to download and use, forever. The free tier covers one marketplace account and up to 100 listings.
Pro raises that to five marketplace accounts, with no listing limit set by SellerHint, at $4.99 per month. Those are United States App Store prices; Apple sets the equivalent in other storefronts.
What are the limits on the free version?
One marketplace account — that is, one authorised eBay seller account connected to SellerHint at a time — and up to 100 listings in your catalog.
Pro raises those to five marketplace accounts and unlimited listings. The exact counting rules, such as whether drafts count toward the 100, are being confirmed and will be stated on the pricing page before the app is offered.
What happens when I reach my listing limit?
Adding stops. Once your catalog reaches the allowance, you cannot import further listings from eBay and you cannot add them manually, until you remove some or move to a plan with a higher allowance.
It is a limit on adding, not on what you already have. Nothing already in your catalog is removed or changed, and you are not charged for going over — there is no overage fee, because there is no way to go over.
Is “unlimited listings” really unlimited?
SellerHint applies no limit to the number of listings in your catalog on Pro.
There is a practical ceiling that is not ours to remove, though. SellerHint for Mac stores your catalog and images on your Mac, so a very large catalog is limited by your machine rather than by SellerHint. On older Macs, or with tens of thousands of products and images, searching, filtering and refreshing will take longer.
Is there a free trial?
SellerHint for Mac does not need one in the usual sense: the free version does not expire, so you can use it for as long as you like before deciding whether to upgrade.
Whether the paid upgrade or SellerHint Web offers a trial has not been published. If one is offered, the pricing page will state its length, whether a payment method is required, the full price afterwards, and what happens when it ends.
Is a payment method required?
Not to start. The free tier on both products asks for no payment method, and you only add one when you upgrade.
When does a subscription renew?
Renewal behaviour will be stated on each pricing page next to the price, including the billing period and how to stop a renewal, before any subscription is sold.
How do I cancel?
A SellerHint for Mac subscription is bought through the Mac App Store, so you cancel it in your Apple Account subscription settings, on any device signed in to the same Apple Account. Deleting the app does not cancel a subscription.
SellerHint Web is billed separately and will have its own cancellation route, stated on the Web pricing page before anything is sold.
What happens after cancellation?
If you cancel a SellerHint for Mac subscription you keep the free version, and your product records and images stay on your Mac because that is where they are stored. What happens to anything created with paid features will be stated with the plan details before the upgrade is sold.
Retention and access rules for SellerHint Web will be published on the Web pricing page before anything is sold.
Can I request a refund?
For SellerHint for Mac, refunds are handled by Apple under Apple’s own refund process, because Apple is the seller of record for App Store purchases. SellerHint cannot issue a refund for an App Store purchase; the request has to go to Apple.
The refund policy for SellerHint Web has not been published yet.
Does SellerHint pricing include eBay fees?
No. SellerHint pricing covers SellerHint only. eBay seller fees, advertising fees, shipping costs and any taxes you owe on your sales are charged by those parties.
Are taxes included?
For SellerHint for Mac, Apple acts as the seller of record and shows the tax treatment for your territory at the point of purchase, in your App Store storefront currency.
Tax handling for SellerHint Web has not been published yet.
Can prices change?
Prices can change. The terms will state how much notice you receive before a change affects an existing subscription.
Can I export my data before cancelling?
Data export is part of the product, not a paid add-on. SellerHint for Mac keeps your catalog on your Mac, and export tools are available in Settings under Data and Support.
Privacy and security
What personal information does SellerHint collect?
The full picture is set out in the privacy policy, which separates the website, SellerHint for Mac, SellerHint Web, support, billing and eBay-connected data.
The privacy policy is currently a draft pending legal review and the confirmation of processors and retention periods, so it is not yet published as a final document.
Does SellerHint process buyer information?
Yes, where your workflow requires it. Orders and messages contain buyer information such as names, addresses and contact details supplied by the marketplace. Treat it as personal data, and remove it from screenshots and diagnostics you send to support unless it is specifically needed.
Does SellerHint sell personal information?
The privacy policy will state the position precisely once the analytics, advertising and data-sharing practices have been confirmed and reviewed. The website is not making that statement before it is verified.
How are eBay credentials handled?
You sign in on eBay. The native Mac application does not contain marketplace application secrets and does not expose raw refresh tokens; authorisation is handled at the SellerHint backend boundary.
SellerHint will never ask you to send a password, an OAuth token, an API key or a secret key.
How do I delete my account?
The account deletion page explains how to start deletion in each product, what is deleted, what may be retained for legal reasons, and how the request is verified.
Is disconnecting eBay the same as deleting my SellerHint account?
No. Disconnecting a store stops SellerHint using that authorisation. Deleting your account removes the account itself. Cancelling a subscription is a third, separate action.
How do I submit a privacy request?
Use the privacy choices page, which covers access, correction, deletion, export, consent withdrawal and marketing opt-out, and asks only for what is needed to process the request.
How do I report a security issue?
Use the security page, which describes what to include and what testing is out of scope. Do not use the general support form for a security report.
Support
How do I contact support?
The support page lists the contact channels and the information worth including. Support contact details are being finalised and will be published before the product is offered.
What information should I include in a bug report?
What you were trying to do, what you expected, what happened, the steps to reproduce it, any exact error text, and your product and version along with your macOS version or browser.
Remove buyer names, addresses, phone numbers and email addresses from screenshots first, and never send passwords, tokens, API keys or full payment card numbers.
Where can I see known incidents?
The service status page lists the components being tracked and any current or recent incidents.
Where can I request a feature?
On the feature request board. Submit a request there, and vote on the ones other subscribers have already asked for. Describe the problem and the workflow rather than only naming a feature, because that is what makes a request actionable.
Who can submit and vote on feature requests?
Subscribers on a paid plan: Pro on SellerHint for Mac, with a Mac App Store subscription, and Pro or a custom plan on SellerHint Web.
Reading and searching the board are open to everyone, so you can check whether your request already exists before you decide on a plan. Only the submission form is limited to paid plans.
What happens if I request something that has already been requested?
Search the board before you submit. If the same request is already there, vote on it instead of sending it again — a repeat is removed from the request list rather than published twice, so the count on the original stays worth reading.
If something on the board is close but not the same as your request, say so when you submit and explain how yours differs.
Does a feature request with the most votes get built?
Not automatically. Votes show how widely a problem is felt, and that is one input into what gets built. A request with many votes can still be declined, and when it is, the reason is published on the board rather than the request being deleted or left open.
Anything accepted moves to the public roadmap, where its scope and exclusions are stated. No release dates are published on either page.
What do the statuses on the feature request board mean?
Open means received and published for other subscribers to vote on. Under review means it is being read properly. Under consideration means it is understood and being weighed against other work. Planned means accepted as work to do. In progress means it is being built. Shipped means released, and where a changelog entry has been published it states what changed.
Not planned means considered and declined, with the reason published rather than the request being deleted or left open. There is no status for a duplicate, because a repeat is removed from the list instead of becoming a second entry.
Where can I see recent changes?
The changelog lists releases per product and channel. There are no public releases yet.