Frequently asked questions

Customer Messages - Counted

All customer messages received count toward your monthly limit. 

Replies - Free

Your replies to customers are always free. They do not count toward your limit.

Free System Notifications

You can send all normal Amazon, Shopify, Walmart and Newegg notifications to your helpdesk for free. All of these marketplaces support standard email forwarding for their one-way notifications.

We also offer several types of notifications that do not count toward your monthly limit. These are marked as "Free" in your ChannelReply settings. They include:

  • Most new order notifications
  • Walmart returns
  • eBay payment disputes, invoice requests and cancellations

It's possible to import all other normal eBay notifications for free through email forwarding. We no longer recommend this, though, as eBay has removed the setup options that made this easy to do in the past.

Paid System Notifications

If you opt to send system notifications through ChannelReply, they generally count toward your limit. The upside is that you can often get order data in the app and custom fields. Plus, they may also come with actions, like issuing refunds on eBay Resolution Center Support tickets.

Most eBay and Back Market notifications count toward your limit by default.

You can opt in or out of almost all system notifications that count toward your limit. You will find most of these options 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, Newegg and Walmart messages into one place. With all these messages in Zendesk, Freshdesk, Help Scout, Gorgias, Re:amaze or Zoho Desk, you can provide faster support.

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

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, Re:amaze and Zoho Desk.

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

We support the following marketplace regions and countries:

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.

Newegg: We support Newegg, NeweggBusiness and Newegg Canada.

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.

We generally support helpdesks universally, no matter where you're located. The only exception at the moment is Zoho Desk, as our app is currently only available on Zoho's US marketplace. Our developers are currently working on adding it to Zoho's Europe, India and China DCs.

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

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

In Help Scout, you can approve eBay cancellations, but it is not possible to process Newegg, 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, Re:amaze or Zoho Desk, you can use ChannelReply to issue refunds on certain tickets:

  • Most eBay Resolution Center cases and official eBay return requests.
  • Most Shopify tickets.
  • Walmart return notifications generated by ChannelReply.
  • Most Back Market tickets.

In Gorgias and Help Scout, it is currently only possible to issue refunds on Back Market tickets.

Please note that refunds are not available on Amazon or Newegg tickets.

Of course! You can create tags for each of your selling channels from inside your ChannelReply account. See "Creating and Using ChannelReply Tags."

Every eBay, Back Market, Newegg, 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 plans for Freshdesk (Growth and above) and Zoho Desk (Standard 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, Newegg, 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.

On accounts connected after March 29, 2022, we deliver virtually all eBay notifications by default. We also generate eBay feedback notifications.

The only notifications that ChannelReply does not deliver by default are:

  1. New Order notifications.
  2. Payment Dispute notifications (these require additional authorization beyond our default setup).
  3. System notifications about returns that our users widely reported as unhelpful.

All notification types, including the three above, can be enabled from inside your ChannelReply account. Simply log in and click eBay on the dashboard, then hit "EDIT" under any connected account. You'll find these options under Notification Preferences.

You can also disable any notifications you don't want to receive. For example, many users choose to disable positive feedback notifications.

You can learn all about managing your notifications with ChannelReply in our eBay notifications guide.

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.

Absolutely.

  • All ChannelReply plans allow unlimited eBay, Back Market, Newegg, Walmart and Amazon integrations.
  • Unlimited Shopify integrations are also supported unless you have Gorgias integrated. (Gorgias's own amazing Shopify integration is included with all of their plans.)

Not at all. In fact, we recommend this! We use eBay’s messaging API, so all of your messages will be sent/received directly via your CRM regardless of email settings.

If your eBay email address is the same as your support address, you can actually end up with duplicate messages after activating ChannelReply. Our eBay setup walkthrough explains how to avoid this problem.

ChannelReply pulls in everything you might need: order ID, ASIN, items ordered, amount paid, buyer's language, a link to the order on Amazon, and more. 

We can provide more than 55 order details on Back Market messages. A few of the most important details include:

  • Order ID
  • Tracking ID
  • Shipping address
  • Item name(s)
  • Delivery note

Want to see all available details? Check out our Back Market integration announcement.

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, and often their real email address.

We can provide well over 50 order details with each Newegg ticket. Some of the most important are listed below:

  • Order ID
  • Order status
  • Tracking numbers for each related package
  • Item title for all items ordered
  • Multiple tax fields, including sales tax, VAT, and duty

Learn all the details we can provide in our Newegg integration announcement.

Our Shopify integration is designed to outperform the basic Shopify apps for Zendesk, Freshdesk, Help Scout, Re:amaze and Zoho Desk. 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.)

It also provides everything else you'd expect, like items purchased, buyer's name, shipping address, etc.

Zendesk, Freshdesk, Re:amaze and Zoho Desk also support our robust Shopify actions like refunds and cancellations. You'll be able to handle almost any 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
  • Tracking ID and URL
  • Buyer name and email

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

We have ecommerce autoresponder systems for all supported helpdesks: ZendeskFreshdeskGorgiasHelp ScoutRe:amaze and Zoho Desk.

All six of these systems are compatible with Amazon, eBay, Back Market, Shopify and Walmart.

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

Newegg is still in beta and in the early stages of autoresponder testing. Our Freshdesk autoresponder has been tested and works perfectly with Newegg, and we believe all others will work as well.

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! You can manage eBay Resolution Center inquiries, cases, and returns directly from Zoho Desk, Freshdesk, Re:amaze or Zendesk.  Generate an eBay label with an RMA, issue a refund, or provide required info without logging into eBay.

More info is available in "How Does eBay Resolution Center Support Work?"

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 get 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. As just one example, we cover how to do this in our guide to Zoho Desk custom fields.

It's not yet possible to solve A-to-z Guarantee claims or Amazon returns from our app. However, we can deliver these notifications to your helpdesk and provide a direct link to the related case.

We can also display order data and provide custom fields on these tickets. That makes it easy to track claims and returns and build detailed reports in your helpdesk.

Yes! We have built-in video tutorials for setting up every integration, so most of our customers never need setup help. But we do indeed offer free demos, setup support calls and more on request. You can schedule a free call here.

Our support team is also always happy to provide email support and is available seven days a week. Contact us anytime!

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

Zendesk, Freshdesk, Gorgias, Re:amaze and Zoho Desk 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 a "limit" of 200 messages. However, there are no issues at all if you go over this limit during your free trial.

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

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