Frequently asked questions

Can I really answer all of my marketplace messages from eBay and Amazon in my CRM?

Absolutely. ChannelReply was specifically developed to do just that. ChannelReply consolidates all of your eBay and Amazon messages into Zendesk or for faster, more efficient customer service.

Do we need a certain “level” of Zendesk or account in order to use this app?

Yes. Zendesk users must have a Professional account or better, and users must have Desk Canvas enabled (currently available on Pro accounts or better). Otherwise you will not be able to use apps like ChannelReply.

How often are messages sent/received?

ChannelReply receives messages from eBay and Amazon immediately. Replies are sent every five minutes.

How long does ChannelReply integration take?

Integrating your Amazon and eBay messages with your Zendesk or account takes about 15 to 30 minutes. Visit our help page for complete, easy-to-follow instructions. No fuss, no muss.

Are there any long-term contracts?

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.

Our eBay email address is different than our customer support email address, will this be an issue?

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.

What kind of information is included in a Zendesk/ message from an eBay customer?

In short: everything you need. ChannelReply pulls in the eBay User ID, Item Title, Item ID, Message ID, a link to the item, and a link to the actual message on eBay. If the eBay user is a current customer, ChannelReply will even be able to give you the customer’s name.

Can I solve eBay Resolution Center Cases and/or Returns in Zendesk/

ChannelReply supports returns processing for eBay. You can generate an eBay label with an RMA and issue a refund without actually leaving the Zendesk ticket / case. We’ll also add support for Resolution Center cases shortly; in the meantime, you can follow these instructions to receive notifications with direct links to all such cases.

Can I solve Amazon A-to-z Guarantee Cases or Returns in Zendesk/

While Amazon doesn’t yet allow us the ability to directly solve A-to-z Guarantee cases or 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.

Can I use or Zendesk macros for my messages?

Absolutely! We encourage the use of and Zendesk macros in handling your eBay and Amazon messages.

How are messages counted?

Only incoming messages are counted toward your monthly limit. You can send as many messages as you want every month.

What does "CRM" mean?

We mainly use "CRM" to refer to a customer relationship management or helpdesk platform. The CRMs ChannelReply currently supports are Zendesk and

Can I create my own Zendesk custom tags / labels?

Of course! You can group and tag/label incoming messages from Amazon and/or eBay. In fact, we think it’s a great idea.

Some kinds of eBay messages aren’t coming through. What do I do?

ChannelReply is specifically designed to work with messages sent directly from customers. Some messages—namely messages that don’t require replies (i.e. Resolution Center cases and order updates)—just need to be forwarded from eBay to your CRM’s mailbox.

Are my eBay/Amazon customer messages threaded?

Yes. We present all sent/received messages in a threaded, easy-to-read form. Threaded messaging makes it much easier to visualize conversations and search for various customer service touchpoints.

Can I use multiple eBay/Amazon accounts with a single or Zendesk account?

Absolutely. Our Pro plan allows you to manage two eBay and two Amazon accounts, while our Enterprise plan lets you integrate as many accounts as you want. See our pricing page for further details.

What kind of information is included in a Zendesk/ message from an Amazon customer?

ChannelReply pulls in everything you might need: Customer Name, Order ID (if applicable), ASIN number, Title of Item, a direct link to the message within Amazon, and direct links to mark each message as either “response not required” or “suspicious behavior.”

Can I use an autoresponder for Amazon?

You can absolutely use an autoresponder for Amazon, with one caveat: Amazon will not mark these messages as answered. To get around this limitation, we provide a link to mark messages as “no response needed,” which is viewed as a response by Amazon. More instructions are available here.

Can multiple agents use the service, and if so, is there an extra cost per agent?

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

Can I use’s or Zendesk’s reporting features to report on custom fields such as eBay Item ID?

Yes, you can use information tagged in ChannelReply to generate reports.

Do you provide installation assistance, account setup, and an intro tutorial on how to use the service?

We’ll be happy to help you set up ChannelReply. Contact us to get started!