ChannelReply Feedback Instructions

ChannelReply Feedback lets you send automated messages when Amazon orders are placed, shipped, or delivered. You can also delay your messages to go out 1 to 20 days after one of these events. It’s awesome for automating Amazon feedback requests and other order follow-ups.

Notes: Click on any image to view it at full size. Last updated 6/29/2020.

Who Can Use ChannelReply Feedback?

ChannelReply Feedback is available to all ChannelReply users who:

  1. Use our Enterprise plan.
  2. Have connected at least one Amazon account.

If you’d like to upgrade to the Enterprise plan, visit our Change Plan page. You can change plans anytime, including during your free trial.

Where Can I Find It?

Sign in to your Enterprise account. Next, click “Amazon” on the dashboard.

Amazon on the ChannelReply Dashboard

Find the account for which you want to set up feedback requests. Click “Edit.”

Edit Amazon Account in ChannelReply

Scroll down until you see “CHANNELREPLY FEEDBACK,” then click “SET AUTOMATED REQUEST.”

Set Automated Request Button

This will take you to the ChannelReply Feedback interface.

ChannelReply Feedback Interface

Quick Setup Guide

  1. Give the request a title. This is for your personal reference and will not be seen by the customer.
  2. Enter a subject line.
  3. Leave the status set to “Test” if you want these requests to go only to your email address for now. When you’re ready to send it to customers, change it to “Active.”
  4. Enter your request in the message field. You can use the placeholders on the right to auto-personalize your message.
  5. Use the Schedule fields to determine when this request is sent to your buyers. This can be immediately after an order is purchased, shipped, or delivered, or your choice of 1 to 20 days after one of these events occurs.
  6. Click “SAVE SETTINGS” to save your request.

ChannelReply Feedback Explanation Graphic 1

ChannelReply Feedback Explanation Graphic 2

That’s it! The next time an order meets your Schedule conditions, we’ll send your request either to you (if the Status is set to Test) or to your customer (if set to Active).

Amazon Rules for Feedback Requests

  1. You may not use feedback requests for any form of marketing.
  2. You must not try to manipulate people into giving you good feedback. This means you cannot offer anything in return for positive feedback, ask the buyer to leave you a good rating, or ask the buyer to rate you only if they have had a good experience. You must use entirely neutral wording when asking for feedback.
  3. You cannot send more than one feedback request per order.
  4. You may not include unnecessary links or attachments. (We do not yet support attachments and recommend that you include no links other than the Link to Order Feedback placeholder.)

Amazon's current practice is to ban users from sending feedback requests and other proactive emails for 30 days if any of these rules are violated. If you break the rules repeatedly, you may be permanently banned from sending proactive emails. Be careful to follow the rules!

Setting Definitions and Explanations

Request Title

The title of the request, for your reference only. Your customers will not see it.


The subject line of the email that will go to your customers.


Status has two settings: Test and Active.

When set to Test, the automated feedback request will be sent to you personally whenever it is triggered. It will go only to your ChannelReply login email address. You can see and change this address on the User Information tab.

Change Contact Email Address in ChannelReply

An automated response set to Test will never go to your customers.

Once set to Active, the request will go to your customers any time it is triggered. You will not see the message, but your customers will!

Message Field

You can enter your message here.

Message Field

The following options are available in the top menu:

  • Bold, italic, underline.
  • Align left, center, or right, or justify text.
  • Bulleted list (default, circle, disc or square bullets).
  • Ordered list (default, lower-/upper-case alphabetical, lower-case Greek, or lower-/upper-case Roman).
  • Decrease or increase indent.
  • Insert/edit link.

Right-clicking on the message will reveal the following options:

  • Insert/edit link.
  • Insert/edit image.
  • Insert table.
  • Table editing options, e.g. cell/row/column settings.

Available Placeholders

Placeholders allow you to automatically customize each request. When the message is sent, each placeholder is replaced with info unique to you, your customer, or your customer’s order.

For example, say you used the Purchase Date placeholder: [[PurchaseDate]]

If the customer placed their order on December 8, 2020 at exactly 9:15 PM GMT, [[PurchaseDate]] would be replaced by December 8, 2020 21:15:00 PM GMT.

You can enter a placeholder by clicking on it in the Available Placeholders sidebar. It will be entered wherever your text cursor is located.

Entering a Placeholder

Placeholder Entered

You can also enter placeholders manually. They are not case sensitive, so [[PURCHASEDATE]] or [[purchasedate]] will work just as well as [[PurchaseDate]]. Placeholders work in both the message and the subject line.

Please be aware that we are not always able to collect and display sensitive personal data like Buyer Name, Address Line 1/2/3, and Phone. If data is not available, a single blank space will appear instead of the placeholder.

Here’s a quick explanation of each placeholder, in the format Name: Description. [[Placeholder]]

  • Seller Name: The name used for your ChannelReply account, as entered in User Information. [[SellerName]]
  • Seller Company: The company name used for your ChannelReply account, as entered in User Information. [[SellerCompany]]
  • Seller Email: The email address used for your ChannelReply account, as entered in User Information. [[SellerEmail]]
  • Buyer Name: The Amazon buyer’s full name. Note that this field is frequently unavailable on merchant-fulfilled orders and occasionally unavailable on FBA orders. [[BuyerName]]
  • Amazon Order ID: The Order ID of the order you are contacting the buyer about. [[AmazonOrderID]]
  • Order Status: Shows whether the order is Pending Availability, Pending, Unshipped, Partially Shipped, Shipped, Delivered, Invoice Unconfirmed, or Unfulfillable. Requests are not sent for orders marked Cancelled. [[OrderStatus]]
  • Purchase Date: The date and time when the customer placed their purchase, in the format Month DD, YYYY HH:MM:SS AM/PM GMT. [[PurchaseDate]]
  • Order Total: The total amount the customer paid for their order, in the format 30 USD. Does not include any currency symbols like $, so you may wish to add the appropriate symbol in front of this placeholder. [[OrderTotal]]
  • Product Title: The title shown on the product’s listing page on Amazon. If the customer has ordered multiple products, all products will be listed, with each product title separated from the next by a comma. [[ProductTitle]]
  • Product Price: The item price of the product ordered, not including taxes, shipping etc. If the customer has ordered multiple products, the prices of all products will be listed, with each price separated from the next by a comma. [[ProductPrice]]
  • ASIN: The product identification code of the item purchased. If the customer has ordered multiple products, the ASINs of all products will be listed, with each ASIN separated from the next by a comma. [[ASIN]]
  • Seller SKU: The SKU you have created for this product. Note that if you have both parent and child SKUs, this will only show the parent SKU. If the customer has ordered multiple products, the SKUs of all products will be listed, with each SKU separated from the next by a comma. [[SellerSKU]]
  • Ship Service Level: The shipping option the customer selected, such as “Standard” or “Expedited.” [[ShipServiceLevel]]
  • Name: The name listed in the shipping address. This data is not always available. [[Name]]
  • Address Line 1: The first line of the shipping address. This data is not always available. [[AddressLine1]]
  • Address Line 2: The second line of the shipping address. This data is not always available. [[AddressLine2]]
  • Address Line 3: The third line of the shipping address. This data is not always available. [[AddressLine3]]
  • Postal Code: The postal code (such as the ZIP code) of the shipping address. [[PostalCode]]
  • City: The city listed in the shipping address. [[City]]
  • Country Code: The country code listed in the shipping address. [[CountryCode]]
  • Phone: The phone number listed in the shipping address, if available. [[Phone]]
  • Link to Order Feedback: Links the customer to the page where they can leave you a seller rating. [[LinkToOrderFeedback]]


This determines when your automated request goes out. There are two settings: delay and event.

The event options are Purchased, Shipped, and Delivered.

Event Triggers for ChannelReply Feedback

  • “Purchased” triggers the request whenever a buyer purchases something from your Amazon account. This is a great choice when going for a thank-you angle.
  • “Shipped” triggers the request whenever an order is marked as “Shipped” on Amazon. This can be a good time to ask for feedback if you focus on shipping swiftly after an order is received.
  • “Delivered” triggers the request whenever an order is marked as “Delivered” on Amazon. This is usually the best setting for standard feedback requests.

The delay options allow you to send your message either immediately after the event occurs or 1 to 20 days later.

Delay Options for ChannelReply Feedback

Delaying your message can be useful. For example, buyers don’t always know that the package has arrived as soon as it’s marked as Delivered. They may be at work, or the package could be in a locker or mailbox rather than at their door. You may want to wait a day or so for them to find and open the package.

Currently, all ChannelReply Feedback requests are sent out once every four hours. This means your message may be delivered up to four hours later than the time stated in the delay setting.

  • Requests set to “Immediately” will be delivered within 4 hours of the event occurring.
  • Requests set to “1 day” will be delivered anywhere from 24 to 28 hours later.
  • Requests set to “2 days” will be delivered anywhere from 48 to 52 hours later.

And so on until a maximum of 480 to 484 hours after the event for requests set to "20 days."

Which Orders Will Receive My Automated Requests?

When you create a new feedback request, it will be applied to all orders from the last 48 hours, and then to any new orders you receive.

Can You Create Multiple Feedback Requests?

Absolutely—at least as far as ChannelReply is concerned! You can create unlimited feedback requests for each Amazon account. Additional requests can be created the same way as the first.

Multiple Amazon Feedback Requests for One Account

However, please note that Amazon guidelines only allow for one feedback request per order. If they believe you are sending too many proactive emails, they may temporarily block all proactive emails from your account—or even block them permanently if you have been banned in the past. We therefore recommend only creating one feedback request per Amazon account.

We hope ChannelReply Feedback helps you boost your seller rating and grow your business on Amazon! If you have any questions, requests, or feedback, please contact us and we’ll be happy to help out.

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