ChannelReply makes Help Scout–, Freshdesk-, Desk.com- and Zendesk-eBay integration a snap. Once you’ve connected your Zendesk, Desk, Freshdesk or Help Scout account, just follow the written instructions below or watch the walkthrough video. In minutes, your accounts will be connected, making it easier to provide eBay customer support than ever before.
Note: Click on any screenshot to see the full-sized image. Text last updated 9/14/2018.
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.
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 selecting “Manage.” Once you’re there, click on “Marketplaces.”
3. Customize Your Settings
On the Marketplaces page, make sure eBay is currently selected.
Clicking “Connected eBay accounts” will allow you to see any accounts you’ve already added.
You can begin connecting a new account by clicking “Add New Account.”
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. Something as simple as “eBay” will do the trick.
Once you’re happy with your tag, click “Continue.”
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.
Just to be safe, you might want to click on “Marketplaces” and make sure your information is correct. Both your eBay user ID and your tag will be displayed there.
Click “Edit Account” to change your tag if necessary.
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. Click “Continue” to save any changes you make.
You should also see the option to subscribe to returns. Clicking on this button will allow you to manage returns from within your service desk account at no additional cost.
You can unsubscribe at any time.
You can click “Add New Account” to add additional accounts if your service plan allows it. Just follow these instructions from the beginning to add another account the same way you added the first.
You can also go to “Connected eBay accounts” and click “Remove Account” if you’d like to replace an old one.
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.
Note that ChannelReply only works with customer messages by default, but you can import one-way notifications from eBay by following these brief instructions. This also comes at no extra cost; notifications do not count toward your monthly message limit.
Congratulations—ChannelReply setup is nearly complete! If you’ve already connected a service desk, then all that remains is to go to “Account status” and enable service.