Frequently asked questions

All buyer messages count toward your monthly limit. Your replies are always free.

You can send all normal eBay, Amazon and Shopify notifications to your helpdesk for free via standard email forwarding.

If you opt to send notifications through ChannelReply (enabling features like data collection), they will count toward your limit. Most Walmart notifications also count.

Finally, some optional ChannelReply features, like eBay Resolution Center Support, can also generate notifications. Most of these are counted except our New Order notifications for Shopify, eBay, and Back Market, which are free.

You can opt out of special notifications in each marketplace account's settings in ChannelReply.

Absolutely. ChannelReply was specifically developed to do just that.

ChannelReply consolidates all your Amazon, eBay, Back Market, and Walmart messages into Zendesk, Freshdesk, Help Scout, Gorgias or Re:amaze for faster, more efficient customer service.

We also support Shopify messaging for Zendesk, Freshdesk, Help Scout and Re:amaze.

We mainly use "CRM" to refer to a customer relationship management or helpdesk platform. The CRMs ChannelReply currently supports are Zendesk, Freshdesk, Help Scout, Gorgias and Re:amaze.

Yes. ChannelReply has no independent user interface, so you must connect it to Zendesk, Freshdesk, Help Scout, Gorgias or Re:amaze to answer your messages.

Amazon: We currently support the United States, Canada, Mexico, Brazil, the United Kingdom, France, Germany, Poland, the Netherlands, Spain, Italy, Sweden, Turkey, Egypt, the United Arab Emirates, Saudi Arabia, India, Singapore, Japan, and Australia. Let us know if your country isn't listed here and we’ll do our best to make it available!

eBay: We support eBay globally. No matter which eBay site you sell on, ChannelReply is compatible.

Back Market: We support Back Market Europe and Back Market America.

Shopify: We support Shopify globally.

Walmart: ChannelReply is fully compatible with Walmart USA. For Walmart Canada, we support messaging, but we are temporarily unable to provide data or actions on Canadian tickets as we adapt to their new API.

If you use Zendesk, Freshdesk or Re:amaze, you can use ChannelReply to cancel orders on certain tickets:

  • Most Shopify tickets.
  • Most Walmart tickets.
  • Official eBay cancellation requests delivered by ChannelReply.

In Help Scout, you can approve eBay cancellations, but it is not possible to process Walmart or Shopify cancellations.

Please note that orders can't be cancelled from Gorgias, or on Amazon or Back Market tickets.

If you use Zendesk, Freshdesk or Re:amaze, you can use ChannelReply to issue refunds on certain tickets:

  • Most eBay Resolution Center cases and official eBay return requests.
  • Most Shopify tickets.
  • Most Walmart tickets.

Please note that refunds are not available in Help Scout and Gorgias, or on Amazon or Back Market tickets.

Of course! You can create tags for incoming messages from Amazon, eBay, Back Market, Shopify and Walmart from inside your ChannelReply account.

Every eBay, Back Market, Shopify or Walmart account you connect can have its own unique tag.

For Amazon, we get even more granular, and you can create a separate tag for each Amazon marketplace and/or brand you connect. For example, you could have different tags for Amazon Brand 1 in the US, Amazon Brand 1 in Canada, and Amazon Brand 2 in the US.

All Gorgias and Re:amaze account levels are compatible with ChannelReply.

ChannelReply is also compatible with all paid Freshdesk plans (Growth and above).

Zendesk users must have a Team account or better.

Help Scout users need the Standard plan or above to use ChannelReply. Help Scout Plus and Company accounts have the added feature of being able to use ChannelReply data in Custom Fields.

All Amazon, eBay, Shopify and Walmart messages are sent and received immediately. Back Market messages are sent and received once every 5 minutes.

ChannelReply is specifically designed to work with messages sent directly from customers. Some messages—namely messages that don’t require replies (i.e. order notifications)—just need to be forwarded from Amazon to your helpdesk's mailbox.

Normally, ChannelReply only processes the following eBay messages:

  1. Buyer messages.
  2. Resolution Center inquiries.
  3. Resolution Center cases.
  4. Resolution Center returns.
  5. Official cancellation requests.

All of these are optional. Editing any connected eBay account will allow you to turn them off or on. It will also give you the option to enable  New Order notifications, which you can reply to just like buyer messages.

Some messages—namely, eBay emails that don’t require replies—just need to be forwarded from eBay to your CRM’s mailbox

Integrating your helpdesk and your first marketplace account takes about 15 to 20 minutes. Additional marketplace accounts only require a few minutes each.

Yes. All messages delivered by ChannelReply appear in a threaded, easy-to-read format. With your customer's messages and your replies all in one neatly organized conversation, it's easy to provide world-class support.

Note about Shopify: Shopify messages are delivered through standard email instead of the ChannelReply API. This means we do not change the threading and formatting of Shopify tickets. However, all helpdesks are built to thread emails, so Shopify messages thread correctly by default.

We offer ChannelReply as a month-to-month service so you don’t have to make any long-term commitments. However, you can choose annual billing during signup to get a discounted rate.


  • All ChannelReply plans allow unlimited eBay, Back Market, Walmart and Amazon integrations.
  • If you link a Zendesk, Freshdesk, Help Scout, or Re:amaze account to ChannelReply, you'll also be able to connect unlimited Shopify accounts.

Not at all. We use eBay’s messaging API, so all of your messages will be sent/received directly via your CRM—no separate email address required.

ChannelReply pulls in everything you might need: customer name, order ID, ASIN, items ordered, amount paid, shipping address, a direct link to the order within Amazon, and more.

In short: everything you need. ChannelReply pulls in the eBay username, items ordered, amount paid, shipping address, tracking ID, and a link to the item, among other things. If the eBay user is a current customer, ChannelReply will even be able to give you the customer’s name.

Our Shopify integration is designed to outperform the basic Shopify apps for Zendesk, Freshdesk, Help Scout and Re:amaze. One of the ways it does that is by providing info that other apps don't, including the following:

  • Order date
  • Item SKU
  • Tracking number
  • Shipping service (e.g. USPS, DHL, FedEx)
  • Delivery level (e.g. Standard, Express, etc.)

Additionally, it provides everything else you'd expect, like items purchased, buyer's name, shipping address, etc. With our robust Shopify order actions like refunds and cancellations, you'll be able to handle virtually any support request without leaving your helpdesk.

We make sure you never need to check Walmart for more info before answering a question. The ChannelReply app will show you all of the following and more:

  • Order IDs
  • Order status
  • Shipping address
  • Estimated shipping and delivery dates
  • Buyer name and email

There are too many details to show here! A full list is available in our Walmart integration announcement.

We have worked out autoresponder systems compatible with Amazon, eBay, Shopify and Walmart for all supported helpdesks: ZendeskFreshdesk, Help Scout, Gorgias and Re:amaze.

Zendesk's default auto-reply triggers also work perfectly with our Shopify messages.

We are testing autoresponders for Back Market presently. So far, our systems seem to work!

CR Feedback is a feedback request tool for Amazon sellers. It allows you to send automated requests whenever an Amazon order is purchased, shipped, or delivered. It offers two ways to send requests: "Request a Review" mode and Email Template mode.

"Request a Review" mode: Automate Amazon's "Request a Review" button to send Amazon's default feedback requests on the schedule you set.

Email Template mode: Send instantly personalized emails to better connect with customers and stay on brand.

Either way, you can build your seller rating and product reviews without wasting hours sending requests! Learn more at our CR Feedback homepage.

You do not need a ChannelReply or helpdesk account to use CR Feedback. It's a separate product with a separate subscription, and works all on its own.

If you have both ChannelReply and CR Feedback, you can manage both in your ChannelReply account. No juggling multiple logins or wasting time redoing Amazon integrations! Both products are built to work together just as easily as they work alone.

Bonus feature: If you use Zendesk, Freshdesk or Re:amaze with ChannelReply, you can use CR Feedback to request reviews right on Amazon support tickets.

No. We will never send a feedback request on any cancelled order.

You can have an unlimited number of agents using ChannelReply at no extra cost.

Yes! If you use Re:amaze, Freshdesk or Zendesk, you can manage eBay Resolution Center inquiries, cases, and returns directly from your helpdesk. Generate an eBay label with an RMA, issue a refund, or provide required info without logging into eBay.

Don't like the idea of your agents having that much power? No worries, you can easily disable this feature from the eBay page of your ChannelReply account.

These features are currently unavailable for Help Scout and Gorgias due to API limitations. However, if you use one of these helpdesks, you can still opt in to notifications about Resolution Center activity.

Yes, in most cases, it’s possible to do this if you have one of your helpdesk’s higher account levels.

While we don't yet provide the capability to solve A-to-z Guarantee cases or Amazon returns from within our system, we do provide a direct link to each case, allowing you to track the entire customer service experience, create notes, and hold your customer service agent(s) accountable.

We have built-in video tutorials for setting up every integration. Our support team will also be happy to help you set up ChannelReply and demonstrate how to use all our features. Contact us to schedule a call!

Absolutely! We encourage the use of canned replies in handling your marketplace messages. 

Zendesk, Freshdesk, Gorgias and Re:amaze users can even use ChannelReply data in their canned replies. See our article on custom fields for more info.

You have unlimited messaging during your free trial. No matter how many messages you process during the trial, you will not be charged any fees for them, and service will not halt.

The message counter is only there to show you how well your usage matches your current plan. Since the free trial defaults to our Standard plan, you will generally see ###/200 messages.

For more info and instructions on changing your plan, please see our account management instructions.

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