eBay Integration Instructions

ChannelReply makes helpdesk-eBay integration a snap. First, connect your ZendeskGorgias or Freshdesk account to ChannelReply. Then follow the written instructions below or watch the walkthrough video. In minutes, your accounts will be connected, making eBay customer support easier than ever.

Use Help Scout? Follow these instructions instead.

Important: This article uses the classic ChannelReply interface. You can access the classic interface here.

Notes: Click on any screenshot to see the full-sized image. Text last updated 12/17/2019. Some info in the video is outdated, but you can still follow it to complete the integration.

1. Sign In

The first thing you need to do is sign in to your ChannelReply account. Click on “Sign In” and enter your details.

Don’t have a ChannelReply account yet? Just click on “Start Free 14-Day Trial” to create one.

Sign In to or Sign Up for ChannelReply

2. Go to “eBay Settings”

You should see a screen like this one right after you sign in. If you don’t, you can find it by clicking “Manage.” Once you’re there, select “Marketplaces.”

ChannelReply Setup: Marketplaces

On the Marketplaces page, make sure eBay is currently selected.

Connect eBay to ChannelReply

3. Customize Your Settings

If you haven't connected any eBay accounts yet, you can ignore the "Add New Account" button. The interface for connecting your account will already be open below.

Scroll down and enter the tag of your choice in the “Tag” field. This word or phrase will appear on messages from eBay customers, making it easier to keep track of your support efforts. 

eBay Tag

Something as simple as “eBay” will do the trick if you only have one account. If you want to include multiple words, we recommend separating them with underscores. Words separated by spaces will appear as different tags in some helpdesks.

You can also add a custom signature here if desired. This signature will appear at the end of your replies to customers from this eBay account.

ChannelReply Signature for eBay

Note that if you already have a signature in your helpdesk, this signature will appear after it. You can leave this field blank if you only want your helpdesk signature to appear.

Important: Never include links in any signature used for eBay, as they may violate eBay policy. 

Once you’re happy with your settings, click “Continue.”

Continue Button

4. Give Us Permission to Connect Your Account

You should be taken to an eBay sign-in page. Enter your details and click “Sign in” to continue.

The next page will explain what we’re doing in a bit more detail and give you the terms of using ChannelReply with eBay. If you accept those terms and agree to our Terms & Conditions and Privacy Policy, then click “I agree” to continue.

Give Application Access to Your eBay Seller AccountYou should see a message like the one shown below telling you that you have successfully linked your eBay account with ChannelReply.

Successful eBay Integration


Congratulations—ChannelReply setup is nearly complete! Go to “Account status” and make sure service is enabled. If you see "Disable Service," as shown below, then messaging is already active!

Account Status

ChannelReply will begin delivering any new eBay messages now. Let's just check a few settings on eBay to make sure they don't cause any interference.

5. Configure eBay Notification Preferences

Log in to eBay and go to Account Settings.

eBay Account Settings

Choose Communication Preferences.

eBay Communication Preferences

Next to Notification Delivery Format, click "Show."

eBay Notification Delivery Format

Make sure the email address listed for "Send messages to other members" and "Receive messages from other members" is not connected to your helpdesk. It can be any secure email address that does not send messages to or from your Zendesk, Freshdesk or Gorgias account.

eBay Receive and Send Settings

You have now successfully integrated eBay with ChannelReply! You will receive all your buyer messages in your helpdesk and will be able to reply to them directly. No further action is needed, but if you want to customize your setup further, read on.

Optional: Manage Advanced Settings

Click on “Marketplaces” and return to the eBay tab. Your eBay user ID and tag will be displayed there.

eBay Account Details in ChannelReply

You should also see the option to unsubscribe from Resolution Center Support. 

Subscribe to eBay Returns

If you see this, it means you are currently subscribed to Resolution Center Support for this account. There is no extra charge for subscribing.

If you are subscribed, we will notify you about eBay Resolution Center inquiries, cases and returns. Zendesk and Freshdesk users can use these to take actions like approving or declining returns directly from their helpdesk. You can learn more in "How Does eBay Resolution Center Support Work?"

These notifications count toward your monthly message limit. You can unsubscribe at any time to disable them. Once unsubscribed, the button will turn blue and white and say "Subscribe to Resolution Center Support" instead.

Unsubscribe from eBay Returns

You do not need to use Resolution Center Support to get standard eBay notifications. See "How to Import Notifications from eBay" for instructions on sending all your eBay notifications to your helpdesk for free.

Click “Edit Account” if you want to view or edit your eBay integration settings.

Where to Edit eBay Tag

Please note that you won’t be able to edit your eBay username, but you can remove an account and add a new one at any time.

After clicking "Edit Account," you'll see a grey "OPEN ADVANCED OPTIONS" bar.

Open Advanced Options for eBay in ChannelReply

Opening this allows you to enable or disable buyer messages, specific Resolution Center Support notifications, or new order notifications.

Advanced eBay Options in ChannelReply

Click “Continue” to save any changes you make.

Save eBay Tag Changes

You can click “Add New Account” to connect additional accounts. Just follow these instructions from the beginning to add another account the same way you added the first.

Add Second eBay Account to ChannelReply

You can also click “Remove Account” if you’d like to get rid of an old one.

Remove eBay Account

You will be given the chance to cancel before your account is disconnected from ChannelReply. Click “Yes” to remove your account or “Cancel” to leave it connected.

Confirm eBay Account Removal

Questions? Contact us and we'll be happy to help!

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