In some eBay marketplaces, including eBay.de, eBay may not provide the buyer’s phone number to third-party systems due to compliance and privacy requirements.

In these cases, when downloading the order, FastBay does not receive a valid phone number from eBay.

If the Phone field is configured as mandatory for customer addresses in PrestaShop, the order cannot be created and the following message is displayed:

Unable to download the order: eBay did not provide a valid phone number, but the phone number is required for customer addresses in PrestaShop.

How to resolve the issue

The currently supported solution is to make the Phone field optional in PrestaShop.

From the PrestaShop back office, go to:

Customer Parameters > Addresses

Then open the required fields settings and remove the phone field from the list of mandatory fields.

After this change, FastBay will be able to correctly import orders even when eBay does not provide the buyer’s phone number.

Please note that this change affects the general PrestaShop address configuration and not only orders coming from eBay. As a result, by making the phone number optional, the field may also no longer be required when customers create new addresses or during the store checkout process, depending on your PrestaShop configuration.