ChannelReply makes helpdesk-eBay integration a snap. First, connect your Zendesk, Re:amaze, Gorgias, Help Scout or Freshdesk account to ChannelReply. Then follow the written instructions below. In minutes, your accounts will be connected, making eBay customer support easier than ever.
Click on any screenshot to see the full-sized image.
The first thing you need to do is sign in to your ChannelReply account. Then click “eBay” on the dashboard (you may need to scroll down to see it).
Click “ADD NEW EBAY ACCOUNT.” Then go to Step 2.
If you don’t have an account yet, start your free 14-day trial here. Follow the prompts to connect your helpdesk. When you see a screen like the one shown below, choose eBay.
If you use Zendesk, Freshdesk, Help Scout or Gorgias, click “CONNECT CHANNELREPLY TO EBAY” on the next page.
If you use Re:amaze, you may be asked to select a channel/brand here. Choose the best channel for this eBay account and then click “CONNECT CHANNELREPLY TO EBAY.” If the one you’re looking for isn’t shown in the dropdown, read “Managing Re:amaze Brands & Domains in ChannelReply.”
After hitting the "CONNECT" button, you’ll be asked to sign in to eBay.com. Note that even if you normally sell on an eBay subdomain like eBay.co.uk or eBay.de, you will still be taken to eBay.com. Don’t worry about this—the integration will work no matter where you sell.
Sign in to your account to continue.
Click “Agree” on the next page if you would like to accept the terms of the integration and continue with setup.
After agreeing to the terms, you’ll be taken to this screen about preventing double messaging back in ChannelReply:
Now, that looks pretty complicated. There's a lot of text and it's full of ifs! But in reality, you have two very simple goals here:
Goal 1: Change your "Receive messages from other members" address to anything that does not forward messages to your helpdesk.
Goal 2: Change your contact info email address to anything that does forward messages to your helpdesk.
The problem is that eBay recently made it very difficult (sometimes impossible) to complete these goals. Some sellers have to complete goal 1 and then goal 2. Others have to complete goal 2 first and then goal 1. Still others can only complete goal 2 and should contact us for alternatives to completing goal 1.
If you feel lost or stuck at any time, please contact us and our support team will be happy to help. You can even schedule a live support call if needed.
Following is a much more detailed version of the info shown above, along with screenshots.
ChannelReply delivers eBay messages via API. This enables two-way messaging and lets us thread your tickets and display eBay order data.
However, eBay can also deliver email notifications about each new buyer message. You generally can’t reply to eBay’s email notifications. Even if you can, the messages don’t thread together, and no data will be displayed.
If ChannelReply's API messaging and eBay's buyer message notifications are both set up, you can get two notifications about each message. This can cause a lot of confusion and clutter. The next thing you know, half your answers haven’t been delivered and you have dozens of error messages from eBay.
That’s why it’s critical to disable or filter out eBay notifications about buyer messages. That way, you will prevent double messaging and only see eBay messages sent via ChannelReply’s API.
To prevent double messaging, follow the video below or the written instructions below it. Important: If you follow the video all the way through and are unable to complete the steps shown, skip down to "What to Do if 'Receive Messages from Other Members' Does Not Appear."
Log in to eBay. Mouse over your name in the upper left, then click “Account settings.”
Click “Communication Preferences.”
Find "Delivery Options" and click "Edit" on the right.
You may or may not see the setting "Receive messages from other members" right away.
If you do not see it right away, you may be able to make it appear by changing your contact info email address. Continue following these instructions.
This is the perfect time to decide whether you want to receive email notifications from this eBay account. By default, ChannelReply will only deliver your eBay buyer messages, cancellation notifications, and Resolution Center Support notifications. After completing setup, you can also turn on the option to have ChannelReply deliver your new order notifications.
If you want to receive your other eBay notifications (such as payment disputes) inside your helpdesk, then your contact info email address should forward to your helpdesk.
If you do not want to receive standard eBay email notifications in your helpdesk, then your contact info email address should not forward to your helpdesk.
Go to Personal Info > Personal Information. (Note: eBay may require you to sign back in and complete steps like answering security questions.) Find the "Contact info" section. To the right of "Email Address," click "Edit."
Update the email address. Remember:
Once done, click "Save."
If you're now happy with your contact info email address, you've completed goal 2! If you've already completed goal 1 by updating your "Recieve..." email address, skip to "Finishing Setup" now. Otherwise, continue reading.
Go to Account Preferences > Communication Preferences and find the Delivery Options section again. Click "Edit" on the right.
You should now see the "Receive Messages from Other Members" section. If so, continue following the instructions below. If not, skip down to "What to Do if 'Receive Messages from Other Members' Does Not Appear."
If you see "Receive messages from other members," make sure the email address listed there does not send messages to or from your helpdesk.
This is counterintuitive. Don’t worry. ChannelReply will deliver all your messages by API, not by email. Your messages will also still be available on eBay.
Note that email copies of each buyer message will be sent to the address you enter here. So, it should be a secure email address owned by your company, but not connected to your helpdesk in any way.
To change the "Receive messages from other members" address, click its "Edit" button on the right.
Enter your secure email address that is not connected to your helpdesk, then click "Save."
Once you’ve saved your changes, you'll see a success notification at the top of the screen.
You're finished with goal 1! If you've already finished goal 2 (making sure you're happy with your contact info email address), then jump to "Finishing Setup." If not, go back to "Change Your Contact Info Email Address."
If you do not see "Receive Messages from Other Members" even after changing your contact info email address, then eBay may have removed this option from your account. This means there is currently no way to avoid receiving duplicate messages from eBay, and you will need to filter them out using advanced settings in your helpdesk. Contact our support team for assistance.
It's OK to continue following these instructions and exit setup while waiting for support.
Return to ChannelReply and click “NEXT.”
You’ll then see this success screen. You have now 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.
You now have three choices:
On the ChannelReply dashboard, click “eBay.”
Click “EDIT” under the account you wish to manage.
Here’s an explanation of each of the settings for eBay:
You can enter any tag or tags of your choice in the “Tag” field. Whatever you enter will appear on all messages ChannelReply delivers from this eBay account, making it easier to keep track of your support efforts. 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.
If you use Help Scout, you'll have the option to select a Help Scout mailbox. This will determine which mailbox receives messages from this eBay account.
Choosing a mailbox is critical for setting up advanced features like Help Scout Custom Fields. However, it is not a required step for messaging. If you do not have a mailbox selected here, we will deliver your messages to your default mailbox (if you have one selected in CRM Settings) or to the first mailbox listed in your Help Scout account.
To choose a mailbox, simply click "Choose mailbox ..." and select one from the dropdown menu. Then click "SAVE CHANGES."
Re:amaze users will have the Re:amaze Channel option. You can use this option to change which channel/brand this eBay account is associated with in Re:amaze. If you don’t see the brand you’re looking for, read “Managing Re:amaze Brands & Domains in ChannelReply.”
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.
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 to use the signature from your helpdesk.
Never include links in any signature used for eBay, as links may violate eBay policy.
Want to remove your helpdesk signature from replies to eBay customers? You can! Check out our text remover instructions to learn more.
Once you’re happy with your settings, click “SAVE CHANGES.”
Close to the bottom of the screen, you will see your notification preferences. These only affect special notifications delivered directly by ChannelReply. For help managing other eBay notifications, please see “How to Import Notifications from eBay.”
Each type of ChannelReply notification can be enabled or disabled using the sliders. A green slider (knob on the right) is enabled.
A grey slider (knob on the left) is disabled.
Note that any changes to the sliders are saved automatically.
Disabling this will stop ChannelReply from delivering eBay buyer messages to your helpdesk.
These three sliders manage eBay Resolution Center Support. You can learn more about these advanced features in "How Does eBay Resolution Center Support Work?"
Cancel Order notifications appear whenever a customer submits an official cancellation request on eBay. If you use Zendesk, Freshdesk or Re:amaze, you can approve or reject these cancellation requests right in the ChannelReply app.
Click “REMOVE EBAY ACCOUNT” if you ever want to disconnect your eBay account from ChannelReply. Confirming removal completely revokes ChannelReply’s access to the account and deletes it from our system.
Once you’ve finished adding one account, simply follow these instructions from the beginning to add another. You can add as many eBay accounts as you’d like.
Need support, or want tips on using your helpdesk’s advanced features with eBay? Contact us and we'll be happy to help!