Amazon Integration Instructions

ChannelReply makes Desk-, Freshdesk- or Zendesk-Amazon integration a cinch. Simply connect your DeskFreshdesk or Zendesk account, and then follow along with the written instructions or video below. You’ll have your Amazon messages in your favorite helpdesk in no time!

Note: Click on any screenshot to see the full-sized image. Text last updated 7/20/2018; some statements in the video are outdated, but its instructions still work for setting up your account.

1. Sign In

Sign in to your ChannelReply account by clicking “Sign In” in the upper-right corner of the screen. If you don’t have an account yet, just click "Start Free 14-Day Trial" to get started.

Sign In to ChannelReply

2. Go to “Amazon Settings”

You should arrive at the screen shown below after signing in. You can also reach it by clicking “Manage.” Once you’re there, click “Marketplaces” to begin setting up your Amazon account.

Marketplaces Tab

Click “Amazon.”

Amazon Setup Button

You will arrive on the “New Account” screen. If you have previously connected Amazon accounts with ChannelReply, you can click “Connected accounts” to see them.

"Connected accounts" Button

3. Select an Amazon Account & Customize Your Settings

Click “Choose marketplace (required)” and select a country associated with the Amazon account you wish to connect. Note that connecting one North America or Europe account will allow you to connect all countries within that region.

Choosing Your Amazon Marketplace

Next, create your new support email. Simply enter a username and @channelreply.email will automatically be added to the end.

ChannelReply Email Field

Custom ChannelReply Email Address for Amazon

Checking off the “Default” option will set this account as the one your helpdesk uses when you initiate conversations with Amazon customers. Be sure to check it off if this is your only Amazon account. If you have more than one Amazon account, choose only one of them to set as your default.

You can also choose to receive negative feedback notifications for this Amazon account. This feature comes at no extra charge, but the notifications do count toward your monthly message limit if you have one.

Activate Negative Feedback Notifications for Amazon

Next, enter a tag for this Amazon account. In your helpdesk, this tag will identify every message you receive from this account.

Creating an Amazon Tag

You can also enter a custom signature that will appear at the end of every reply you send.

Custom Signature for Amazon

If you previously linked Amazon to your helpdesk with email forwarding, you should enter the old address in the “Old Amazon email” field now. Doing so will let us deliver existing Amazon tickets to your helpdesk.

Once finished, click “Save” to finalize this information. This will take you to Amazon Seller Central.

Save Amazon Integration Progress

4. Give Us Permission to Access Your Account as a Developer

Sign in to your Amazon seller account. You will be shown an Amazon Marketplace Web Services agreement authorizing ChannelReply to integrate with your account. To agree to the terms and continue setup, check the box and then click “Next.”

Amazon MWS Agreement for ChannelReply

All you need to do on the next screen is click “Continue” to return to our website.

Continue

5. Update Your Email Addresses

You’ll be brought back to the “Connected accounts” page. You should now see info about the Amazon account you’ve just integrated with ChannelReply.

Before ChannelReply can begin managing your Amazon messages, we need to configure your Amazon support email. Click “Edit Account.”

Edit Account

Copy your ChannelReply email address to your clipboard. Next, go back to your Amazon Seller Central account. Click “Settings,” then “Account Info.”

Account Info in Amazon Seller Central

Finally, click “Your Seller Profile.”

Your Seller Profile in Amazon Seller Central

You’ll see “Customer service details” on the right. Click “Edit.”

Edit Customer Service Details on Amazon

Enter your @channelreply.email address in both the “Customer Service E-mail” and “Customer Service Reply-to E-mail” fields. Then click “Submit.”

Where to Put Your ChannelReply Email on Amazon

Let’s just check one more thing to make sure Amazon has applied all the changes. Click "Settings" in the upper right of your Seller Central screen, then "Notification Preferences."

Amazon Notification Preferences

Scroll down to “Messaging.” See if your @channelreply.email address is listed as the email for “Buyer Messages.” If it isn’t, simply click the orange-yellow “Edit” button to the right of “Messaging” and enter your ChannelReply email in the “Buyer Messages” field.

Sending Amazon Buyer Messages through ChannelReply

After clicking “Edit,” you can also add your old support email as a second address if you still want to receive buyer messages there. (We don’t recommend using a second address to deliver messages to your helpdesk.)

Add Second Support Address in Amazon

You’ve now integrated messaging with your Amazon customers!

Optional: Enable Notification Delivery

If you want, you can also choose to have ChannelReply deliver your one-way Amazon notifications. That way, if a notification is relevant to a specific customer and/or order, you’ll see all that data in the ChannelReply app.

Notification deliveries are totally free. If your account has a message limit, notifications will not count toward it.

To have ChannelReply manage delivery for any kind of one-way notification, simply click the appropriate “Edit” button and replace the old email with your ChannelReply address.

Edit Amazon Order Notifications

How to Send Amazon Notifications through ChannelReply

If you ever need to make changes, you can return to this page by logging in to Amazon Seller Central and clicking Settings -> Notification Preferences.

6. Enable Service

Return to your ChannelReply account and click “Account status.”

"Account status" Button

Here you can see account stats and enable or disable service. If you see a “Disable Service” button, your account is currently running. If you see “Enable Service,” click the button now.

"Enable Service" Button

Congratulations! You have now integrated your Amazon account with ChannelReply. We’ll start sending Amazon messages to your helpdesk (Zendesk, Freshdesk or Desk) presently.

Managing Your Account

Need to see account details or make changes? Simply sign in to your ChannelReply account and go to Marketplaces > Amazon. You can review and edit your details under “Connected accounts” anytime.

Where to Find Connected Amazon Accounts in ChannelReply

Adding More Countries, Regions or Accounts

You can add more countries in the same region (e.g. North America or Europe) by repeating Step 5 for those countries. If you have ChannelReply Pro or Enterprise, you can also add additional accounts or regions by clicking “New Account” and following these instructions from the beginning. See How to Add Additional Amazon Accounts and Countries for more info.

"New Account" Button

When Will I See My Messages and Customer/Order Info?

All new Amazon messages will be delivered to your helpdesk immediately, and you should see the ChannelReply app on all messages. However, you may not see customer and order info displayed on the first few messages you receive.

This happens because ChannelReply collects this data from the first message in each conversation with an Amazon customer. If the first message in a conversation is not processed by ChannelReply, the info cannot be displayed. So, it's common to see no order info at first, but after a couple weeks it will be displayed on most or all messages.

We hope you enjoy your simplified customer service experience! If you run into trouble or need any assistance with Amazon integration, please don’t hesitate to contact us. We’re always happy to hear from you!

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