Ebay orders can sometimes end up with a status of query, giving the reason 'total paid from eBay does not match Tradebox order total', which appears within the query order as shown below:
If this occurs on an order that is being shipped to the USA, Norway, Australia or New Zealand, then it is likely to be caused by eBay foreign sales tax, in which case click here for further information on how to resolve this.
For orders being shipped to all countries other than the four mentioned above, this is intended to address a problem caused by an occasional delay in the eBay API. Sometimes, on a multi-line order, eBay does not pass down the full order information to Tradebox straight away. On a two line order, it might only pass down the first line, and then send the second line an hour later. By comparing the total Tradebox has calculated based on the individual item lines with the total value passed down by eBay, Tradebox can tell if there's something missing. Treating these orders normally could cause incomplete information to be sent through to your accounts package, or for the order to be dealt with incorrectly, so they are highlighted as query until the rest of the information is retrieved.
Usually, you won't have to do anything to resolve the query status for these orders. Given time, most queries of this nature will resolve themselves. However, in rare circumstances, this query may occur for other reasons, for example if you've partially refunded an order prior to it being downloaded, or if there's an issue with foreign currency exchange. In those cases, to get the order out of query you'll need to make a change within the order itself.
To do that, find the order in the list and then double click on it to open it. Select the Details tab, and you'll see the Order Details section:
The Calculated Total and the Marketplace Total are the fields you're interested in. As you can see in the above example, these values don't match and that's what's causing the query. Tradebox is calculating the order total as £2.95 based on the item lines provided, whereas eBay is saying the total should be £4.50. To resolve the query, simply edit the Marketplace Total field so that it matches the calculated total. The order will then automatically come out of query.