Published on Sep. 25, 2019 | Last updated on Feb. 21, 2022
ChannelReply lets you manage eBay Resolution Center cases, inquiries, and returns in 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.
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.
Does RCS Require Any Additional Setup?
We strongly recommend using the "Add Advanced Token" button if you are using eBay RCS actions in Zendesk, Freshdesk or Re:amaze. Some in-app actions may not work if you have not enabled this additional authorization token.
Scroll down to the bottom of the Notification Preferences section and click "ADD ADVANCED TOKEN."
Follow the prompts to authorize ChannelReply. With this additional token, your eBay RCS actions will work reliably. You'll also be able to get Payment Dispute notifications through ChannelReply (they'll be enabled by default).
Is There an Extra Fee for Resolution Center Support?
There is no extra fee. Resolution Center Support is included 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 recommended 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 main 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.
Getting too many return notifications from ChannelReply? Instead of disabling returns completely, you can disable specific types of return notifications. You'll see a "RETURN NOTIFICATION SETTINGS" dropdown if Returns are enabled.
Clicking this will reveal dozens of return notification options.
eBay accounts that were integrated before February 14, 2022 have almost all options enabled by default. All accounts integrated afterwards will have our recommended settings.
If you are getting too many eBay return notifications through ChannelReply, you may want to check these settings. We now recommend disabling the following options:
All of the settings in the list above are disabled by default on accounts integrated after February 14, 2022.
While you’re on the eBay edit account screen in ChannelReply, you can manage other options as well:
Positive, Neutral and Negative Feedback notifications: These will notify you anytime you receive the specified kind of feedback on eBay.
If you have Zendesk, Freshdesk or Re:amaze, you can respond to eBay feedback in your helpdesk. You'll find the option in the ChannelReply app, under the "Reply to Feedback" dropdown.
New Order notifications: These don't count toward your message limit. By replying to them, you can message eBay customers who haven’t messaged you.
Cancel Order notifications: These ping you about any official order cancellation request on this account.
Just like New Order notifications, they don't count toward your limit, and you can reply to them directly.
If you use Zendesk, Freshdesk, or Re:amaze, you can approve or decline the cancellation using the ChannelReply app.
Help Scout users can also approve cancellations with the app, but not decline them.
Payment Disputes: To enable payment dispute notifications, you must enable an advanced authorization token. If you haven't done so already, follow the instructions under "Does RCS Require Any Additional Setup?" Afterwards, Payment Disputes will be automatically enabled.
Payment Dispute notifications don't have any actions, but they don't count toward your monthly limit, either.
Can I Still Get Resolution Center Notifications without RCS?
Sure thing! You can get them as emails from eBay instead. Just note that you won’t be able to reply to these emails or perform any actions on them.
If you would rather get eBay email notifications than RCS tickets, there are two approaches.
When possible, we recommend using Classic Setup from our eBay notifications guide. However, this setup won't work for all sellers. It requires old settings that eBay has removed from most seller accounts.
If you are unable to complete Classic Setup, you can use Alternative Setup instead. This option works for all sellers, but it's more difficult to configure.
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.
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:
You are using Zendesk, Freshdesk or Re:amaze.
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. That way, your communications always go through.
RCS Notification Types
Inquiries
An inquiry notification delivered by ChannelReply will have the tag “Inquiry.” It will also have 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.” It will also have 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.” It will also have 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.
What Do I Enter as the "Carrier Enum" or "Carrier Enumerator"?
The "carrier enumerator" is the machine-readable name of the shipping carrier responsible for delivering the return or replacement. Enumerators use underscores instead of spaces. eBay currently lists the following as acceptable entries:
Hardly ever, if you have Zendesk, Freshdesk or Re:amaze! You'll receive your Resolution Center messages and be able to reply and perform actions directly from your helpdesk. On top of that, 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!
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