Frequently Asked Questions

Only incoming customer messages and optional notifications are counted toward your monthly limit. You can send as many messages as you want every month. You can also have unlimited eBay and Amazon system notifications forwarded to your helpdesk.

Until 1/1/2020, all Walmart messaging is free! Walmart buyer messages and notifications are not being counted toward any limits.

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

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

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

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

Amazon: We currently support the United States, Canada, Mexico, Brazil, the United Kingdom, France, Germany, Spain, Italy, 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!

Walmart: We have successfully tested our integrations with Walmart's United States and Canada marketplaces. We believe other Walmart marketplaces can be connected just as easily, but we need sellers like you to test the connection. Please contact us if you'd like help connecting with a Walmart marketplace other than the US or Canada.

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

ChannelReply is compatible with all paid Freshdesk plans (Blossom 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 Gorgias account levels are compatible with ChannelReply.

All messages are sent and received immediately.

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.

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 our 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. 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.

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, Walmart and Amazon integrations.

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, item title, a direct link to the message within Amazon, direct links to mark each message as either “response not required” or “suspicious behavior,” and more.

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, among other things. If the eBay user is a current customer, ChannelReply will even be able to give you the customer’s name.

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 ID.
  • 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 eBay, Amazon and Walmart for Zendesk and for Freshdesk.

Also, if you connect Help Scout to ChannelReply, their auto-reply system will work with eBay and Amazon with no extra setup. (We haven't tested Help Scout auto-replies with Walmart yet, but they should work just fine!)

ChannelReply Feedback is a feedback request tool for Amazon sellers. It allows you to send automated emails whenever an Amazon order is purchased, shipped, or delivered. Instant personalization makes it easy to connect with customers and build your feedback score without spending hours typing individual emails.

For detailed feature explanations and setup help, see "ChannelReply Feedback Instructions."

Please note that only ChannelReply users on our Enterprise plan currently have access to ChannelReply Feedback. 

 

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

Yes! If you use 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.

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

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