This is a very common issue that will, at some point, affect all Tradebox users who have an eBay channel set up. Roughly every 18 months, eBay revoke the authorisation that allows Tradebox to access your eBay data and it will need to be renewed. The expiry date of the token is displayed within the Details section of your ebay channel - there's no harm in renewing early if your token is approaching its expiry date.
The token can also expire if you have made any security changes on your eBay account, such as changing your password.
When the token expires, the download of orders from eBay will stop completely, and a message will be displayed in the Tradebox Issues Log that tells you the eBay token has expired.
To renew it, go to the Channels page and double click on the affected eBay channel. You'll see your existing token displayed on the Details page. Click on the Action menu in the bottom right hand corner and select the option eBay - Renew Token. You'll see a pop up box appear - ignore this for the time being as clicking OK too early can cause the process to fail - and also a browser window that will load to your eBay logon page.
Once you've logged in, you'll see eBay's consent agreement:
Clicking Agree confirms that Tradebox still has your permission to access your eBay data. Once that's gone through to the next page, you can close the browser window down.
This will take you back to the pop up box that appeared earlier in Tradebox.
When you click OK on this box, Tradebox will generate a new token which will allow it to connect successfully to eBay once more. Save the channel, and then on the next download cycle, orders from eBay will start appearing again as normal.
If the token generation fails, check that the name of the eBay sales channel in Tradebox is an exact match to your eBay user ID. Tradebox automatically appends the eBay site you are connecting to at the end of the channel name, but it must be otherwise identical. For example, our eBay user ID is sagedeveloper. For a channel downloading from all eBay sites, the channel name would show as "sagedeveloper All". If the channel is named anything else, for example "Tradebox eBay sales", the token generation would fail.