Help us find the problem

Include your Gruffin username, app version, Windows version, what you were doing, and the exact error message. For billing issues, include the billing email and Stripe receipt or invoice number.

Connections and dashboard

Connect from Settings → Connections → Connect eBay Seller Account. Review eBay’s permissions in your browser, return to Gruffin, and refresh connection status. Then open Dashboard → Refresh. Sales analytics require Professional or Enterprise access.

Product research

Try an exact brand and model, barcode, or ISBN. Review the source and variant before using imported details. New web research can take time. If a result looks wrong, send the search text and a description of the mismatch so we can investigate.

Subscriptions and cancellation

Open Subscription in Gruffin to view your plan, refresh billing status, open the Stripe billing portal, or cancel future renewals. Contact support if you cannot access cancellation controls. A website account is separate from your desktop workspace.

Refunds and privacy

Read the 30-day subscription Refund Policy for refund requests. For privacy or data requests, see the Privacy Policy and contact support.

Sales are not updating inventory

Refresh Orders and confirm that the payment is complete. The eBay custom label, Gruffin SKU, and linked Excel item ID must identify the same item. Gruffin uses exact matching rather than guessing from a product title. An unmatched order is left unchanged. Repeated refreshes do not deduct a recorded sale again.

Receiving a return

Use Returns to check the marketplace feed and select an awaiting-arrival request. Record physical receipt and inspection before adding units back to sellable stock. Damaged items can be received and held out of stock; partial arrivals can leave the request open. Refund-only outcomes do not move inventory. Log refunds here after handling the actual money through the original provider.

If an older request lacks its original quantity or order value, refresh marketplace returns before receiving it. Feed lookback limits may restrict older order details. Contact support with the order ID and SKU if the original details are unavailable.

Excel permissions, conflicts, and changed headings

Excel sync is started from Inventory and reviewed before applying. Write-back is off until you enable it for the linked workbook. To stop linking, open Workbook setup and choose Unlink workbook; the spreadsheet remains intact.

If both sides changed, choose the correct value in the preview or leave Skip selected. If a sale or an Excel edit occurs after preview, close it and create a fresh comparison. Close Excel before write-back. Gruffin creates a backup before approved Excel writes and reports its location when the sync completes.

Reordering source columns is supported when headings stay the same. If Excel headings are renamed or duplicated, review the mapping instead of forcing a sync. App heading changes made through Column names do not change the mapping. Formula cells, protected worksheets, and unmapped columns are not overwritten. Sync does not append or delete Excel rows.

For older .xls workbooks, save a copy as .xlsx to use linking. CSV and .xls imports remain available separately. Keep long identifiers and identifiers with complex number formats as text in Excel so their exact digits are preserved.

Read the setup instructions → · Watch the guided app tour →

Windows, Android, iOS and Mac

The main Windows 10 / 11 x64 build is in owner testing. Android has a native owner preview. iPhone (iOS) and Mac (macOS) are in development and still need Apple build and device acceptance. There is no public App Store, Google Play or Mac release yet; native features do not yet match every Windows tool. Check platform availability before downloading or installing anything.

For a platform question, include the device model, operating-system version, app build and the step you are trying to complete. A phone home-screen website shortcut is separate from the native app.

Draft saves, photo previews and AI review

A save warning means saving has not been confirmed. Keep the wizard open, follow the retry guidance and check the last saved draft before closing. Blank price and quantity fields can stay unfinished in a draft, but they must be completed before continuing. Malformed inputs need correction before saving.

If a photo preview fails, use Retry preview or restore the file/link; selected sources remain in the draft. AI titles and descriptions are suggestions until you accept them. Confirm the exact model, finish, measurements and physical condition before publishing.

Listing destinations and store protection

eBay, Shopify and WooCommerce have different connection and listing requirements. Facebook Marketplace, Mercari and Poshmark use assisted forms or a reviewed package handoff; final publishing and delisting still require your attention. Hosted stock protection is separate from desktop order checks and requires enabled protection and correctly matched SKUs.

Report a wrong match with its search/model text and the field that differs. Report a listing recovery issue with the draft reference and marketplace, without sending access codes, credentials or customer records.