SafeStock eBay Oversell Alert — Support
Operated by Sognora
Contact us
Email shin@sognoragroup.com. We aim to send a first reply within 24 hours on business days, Monday to Friday. Support is by email so every question has a written record we can follow up on.
What to include
These details let us investigate without asking for credentials:
- Your shop domain, for example
your-store.myshopify.com. - The SKU and the time of the scan or alert you are asking about.
- Whether the issue is connecting eBay, running a scan or receiving an alert.
Never send an API key, password, access token or staff login. We never need one to begin a support investigation.
Check these first
1. eBay will not connect
Open eBay account in the app and select Connect eBay. eBay opens its own consent screen in a new tab; complete it, then return to the app. The account must be a seller account that can read the active listings you want compared. If the page says the connection is unavailable, send us the shop domain and the time you saw it.
2. A scan did not find a listing you expected
From Overview, select Scan now. The app compares active eBay listings using an exact SKU match. Check that the eBay listing is active, its SKU exactly matches the Shopify variant SKU, and the Shopify variant tracks inventory. Listings without a match are intentionally left out rather than reported as an incorrect zero quantity.
3. An alert email did not arrive
On Overview, confirm the alert recipient is correct. Then check the spam or quarantine folder and allowlist shin@sognoragroup.com. The dashboard still records every mismatch even when email delivery is unavailable, so use the mismatch table to confirm the scan result before changing stock.
Privacy and data requests
The Privacy Policy explains what the app stores and how data is removed. Send access, correction or deletion requests to the same support email; we confirm that the requester is authorised for the shop before acting.