How Does eBay Resolution Center Support Work?

ChannelReply lets you manage eBay Resolution Center cases, inquiries, and returns from your helpdesk. We call this Resolution Center Support, or RCS for short. The video below provides a quick overview using a sample ticket in Freshdesk:

The rest of this article will explain all RCS features in detail.

Notes: Click on any image to view it at full size. Last updated 5/27/2020.

Table of Contents

• Is eBay Resolution Center Support Available in All Helpdesks/Plans?
• Is There an Extra Fee for Resolution Center Support?
• Settings
  
  • How Do I Enable/Disable RCS?
  • Can I Still Get Resolution Center Notifications without RCS?
• How Does RCS Work?
  
  • Performing Actions and Commenting
  • Replying vs. Commenting
• RCS Notification Types
  
  • Inquiries
  • Cases
  • Returns
• Will I Ever Need to Log In to eBay?
• Why Do I Sometimes See Multiple Messages in a Single RCS Notification?

Is eBay Resolution Center Support Available in All Helpdesks/Plans?

Most Resolution Center Support features are only available in Zendesk, Freshdesk and Re:amaze. However, you can receive and reply to Resolution Center notifications in all supported helpdesks.

RCS is available on all ChannelReply plans.

Is There an Extra Fee for Resolution Center Support?

There is no extra fee. Resolution Center Support is included and enabled as part of your standard ChannelReply subscription.

However, RCS notifications do count toward monthly messages. They can therefore result in overage charges if you exceed your monthly limit.

Settings

How Do I Enable/Disable RCS?

You’ll need a ChannelReply account with a helpdesk and an eBay account connected. If you don’t have ChannelReply yet, start your free trial here.

All Resolution Center Support notifications and features will be enabled by default. To manage your settings, log in to ChannelReply and click on eBay.

Click “EDIT” under any connected eBay account.

You’ll see “NOTIFICATION PREFERENCES” near the bottom of the screen. These include the three Resolution Center Support settings: inquiries, cases, and returns.

Inquiry, case, and return notifications can all be enabled or disabled separately. If you see a green slider (slid to the right), it means that type of notification is currently enabled. A grey slider (slid to the left) means that notification is disabled instead.

Changes to these settings are saved automatically. You’ll see a success notification in the bottom-right corner of your screen once the changes are saved.

While you’re on this screen, you can manage other options as well, such as New Order notifications (which allow you to message eBay customers who haven’t messaged you).

Can I Still Get Resolution Center Notifications without RCS?

Sure thing! Importing eBay notification emails will keep you up to date on your Resolution Center cases without affecting your message count. Just note that you won’t be able to reply to these emails or perform any actions on them.

How Does RCS Work?

Simple! Any time eBay or one of your customers contacts you through the Resolution Center, ChannelReply will send you a message.

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These are categorized into inquiries, cases, and returns. Each category has its own set of actions and data available in the ChannelReply app.

Performing Actions and Commenting

Zendesk, Freshdesk and Re:amaze users can perform a wide variety of actions using the ChannelReply app. Sometimes, this is as simple as clicking a button. Other actions will require you to fill in detailed info before you click.

If you want to send a message and perform an action at the same time, do not use your helpdesk’s normal reply field. Use the Comment field found under the action you want to perform in the ChannelReply app.

Enter the comment you wish to send, then hit the action button. The action will be performed and the comment will be posted to the Resolution Center.

We also provide an actions link at the bottom of each RCS notification. This will take you to the page in the eBay Resolution Center where you can perform actions directly.

This is a useful shortcut for Help Scout and Gorgias users, and for anyone who prefers to take actions directly on eBay rather than through the app.

Replying vs. Commenting

“Replying” means using your helpdesk’s normal reply field to send a message. “Commenting” means using the Comment field in the ChannelReply app instead.

Replying

Replying is always possible, even in Help Scout and Gorgias.

Replies will post to the Resolution Center by default. If that is not possible, we will send it to the buyer as a standard message instead. You will see a note on the ticket if this happens.

Commenting

Commenting is only available in the following circumstances:

1. You are using Zendesk, Freshdesk or Re:amaze.
2. It is currently possible to post a comment on the Resolution Center inquiry, case or return.

Comments are always posted to the Resolution Center.

Why Are Some Replies Posted to Messages Instead of the Resolution Center?

eBay can decide not to accept messages on a Resolution Center inquiry, case or return for a variety of reasons. Two of the most common are:

• The return or case was closed.
• The message included attachments that eBay refused to accept in the Resolution Center.

Other errors may prevent the message from being delivered to the Resolution Center as well.

In all cases where a reply cannot be posted to the Resolution Center, we forward the message to the buyer to make sure your communication goes through.

RCS Notification Types

Inquiries

An inquiry notification delivered by ChannelReply will have the tag “Inquiry” and a subject line beginning with “eBay Inquiry notification.”

With inquiries, you’ll be able to reply directly to the message, just like answering an email. Your response will appear in the Resolution Center.

In Zendesk, Freshdesk or Re:amaze, the following actions may be available in the ChannelReply app:

• Issue a refund.
• Provide refund info.
• Provide shipment info.

You can use the Comment fields in the app to send a message while performing an action at the same time.

Cases

A case notification delivered by ChannelReply will have the tag “case” and a subject line beginning with “eBay Case notification.”

Replies to cases generally cannot be posted to the Resolution Center. If you respond using the normal reply field in your helpdesk, we will most likely need to send it straight to the eBay user as a standard message. Zendesk, Freshdesk and Re:amaze users should use the Comment field on cases.

The following actions may be available on case notifications:

• Send a message via the comment field.
• Issue a refund.
• Appeal case decisions.
• Provide a return address.

Returns

A return notification delivered by ChannelReply will have the tag “return” and a subject line beginning with “eBay Return notification.”

Replies to returns can sometimes be posted directly to the Resolution Center. However, Zendesk, Freshdesk and Re:amaze users can post there more reliably by using Comments in the ChannelReply app.

The following actions may be available on return notifications:

• Send a message via the comment field.
• Provide RMAs and return labels.
• Set the amount to refund.
• Add a comment to refunds issued.

Will I Need to Log In to eBay?

Hardly ever! In addition to receiving your Resolution Center messages and being able to reply and perform actions directly from your helpdesk, you will also see detailed info about the buyer and their order in the ChannelReply app. That means there’s usually no need to log in to eBay.

A quick overview of data available on returns, with details collapsed.

We provide links to the relevant pages on eBay just in case you want to check anything or reply manually. For example, the blue “Order ID” text links to the order on eBay, and the item title links to the listing.

Why Do I Sometimes See Multiple Messages in a Single RCS Notification?

Sometimes, numerous actions occur on a single inquiry, case or return in a very short time. When this happens, ChannelReply will bundle all the notifications into a single message, up to a maximum of 10 at once. This protects your inbox from getting cluttered and saves you from using up your message limit too fast.

I Want More Info!

Don’t see the answer to your question here? Contact us and we’ll be happy to help!