Published on May 23, 2016 | Last updated on Jan. 21, 2022
Having ChannelReply deliver eBay buyer messages, order data, and critical notifications is easy. It’s also simple to send all eBay notifications directly to your helpdesk by email.
However, when both ChannelReply and eBay deliver the same notifications, things can get confusing. This guide will help you get all the messages you need without creating a mess of duplicate tickets.
Jump to Simple Setup if you just want the fastest, easiest way to get your critical notifications. To fully understand our systems and choose the perfect setup for your account, read on.
There are three ways to get your eBay notifications: Simple Setup, Classic Setup or Alternative Setup. There are a few things you'll need to understand to choose the right one.
How ChannelReply's API Notifications Work
Before choosing a setup, you should understand the difference between API and email notifications. All three setups use ChannelReply’s API notifications. Classic and Alternative Setup use both API notifications and eBay’s email notifications.
API notifications come with order data in the ChannelReply app. In most helpdesks, you’ll often have the option to take actions in the app, like cancelling orders or issuing refunds.
Some API notifications count toward your message limit in ChannelReply. Customer messages count, as do Resolution Center inquiries, cases and returns. In good news, though, New Order, cancellation, and payment dispute notifications are free and are not counted.
All API notifications are optional, and you can disable any type you don’t want.
If the API notifications list above contains everything you want, we recommend Simple Setup. It is the easiest option and will not create any technical issues.
However, there are two reasons why you might want to choose Classic or Alternative Setup:
You want your helpdesk account to receive eBay notifications that are not mentioned in the list above.
You want to receive eBay Resolution Center notifications that don't count toward message limits.
In either case, you need to have eBay’s email notifications delivered to your helpdesk.
How eBay's Email Notifications Work
eBay's email notifications will not count toward your message limits. They do have drawbacks, though:
eBay email notifications will not include ChannelReply data, tags, or in-app actions.
You may not be able to respond to them from your helpdesk, and eBay may not alert you if your response is not delivered.
They may create duplicates of notifications you’re receiving through ChannelReply.
If you want to receive eBay email notifications, try Classic Setup first. It completely solves most of these problems. However, eBay has disabled the options that Classic Setup requires on many seller accounts, so it may not work for you.
If you try Classic Setup and it doesn’t work, Alternative Setupis the last-ditch option. This requires a more complicated setup and is only recommended for advanced users. It will work for any seller, though.
A. Simple Setup: eBay Notifications through ChannelReply Only (Recommended)
Pros: Easiest setup. Data available on all notifications. Actions often available. Zero duplicate tickets.
Cons: Resolution Center inquiry, case and return notifications count toward monthly message limits. Some less-critical eBay notifications are not yet available for this setup.
A1. Make Sure Contact Info Email Address Does NOT Forward to Your Helpdesk
Follow along with the video below and then jump to step A2. Or, keep reading the written instructions below the video.
Start by logging in to eBay. Next, mouse over your name in the upper-left corner and select "Account settings." Choose "Business info." (If you don't see "Business info," click "Personal information.")
Sign back in to your eBay account if prompted. Once you arrive at the screen shown below, find the "Contact info" section.
Make sure the address listed here does not forward messages to your Zendesk, Freshdesk, Help Scout, Gorgias or Re:amaze account. If you need to change it, click “Edit” next to the “Email address” field to do so.
A2. Go to eBay Notification Preferences in ChannelReply
Once you are sure your eBay Contact Info email address does not forward to your helpdesk, go to your ChannelReply dashboard. Click “eBay.”
Then click “EDIT” under your eBay account.
Scroll down and you’ll see a section labeled “NOTIFICATION PREFERENCES.”
All eBay notifications shown here can be generated and delivered by ChannelReply. You can learn more about each of them at the end of this article. For now, let’s just make sure you’re getting all the notifications you need.
These notifications are free and don’t count toward your message limit, so it’s safe to turn them on! You can also reply to them directly, making them useful for contacting buyers who haven’t messaged you.
A4. Enable Payment Disputes (Recommended)
Payment disputes are free—like New Order notifications, they don’t count toward your monthly limit. For ChannelReply to provide them, though, you must authorize an advanced eBay token.
Adding an advanced token works just like when you authorized ChannelReply while integrating eBay. Simply click “Add Advanced Token.”
Sign in to your eBay account again when prompted. Then click “I agree” on the Grant Application Access page.
You’ll be returned to your ChannelReply dashboard. All your eBay notifications are now enabled! You’ll receive them all in your helpdesk—no further setup needed.
To learn more about your ChannelReply eBay notifications, skip to the Additional Info section at the end of this article.
B. Classic Setup: Buyer Messages from ChannelReply, Other Notifications from eBay
Pros: You can use this system to get all your one-way eBay notifications for free.
Cons: Required settings are no longer available in most eBay accounts. Many sellers are therefore unable to finish this setup. Email notifications delivered using this system do not include data or actions.
Important Note:eBay does not allow your billing email address to be different from your contact email. If you use this setup, eBay will automatically send your billing emails to your helpdesk.
B1. Overview
Follow along with the video below and then skip to step B5. Or, continue following along with the written instructions below the video.
To import email notifications from eBay without getting duplicates of customer messages, you only need to do two things:
Make sure the setting "Receive messages from other members" does not forward to your helpdesk. Otherwise, you will end up with duplicate messages and other problems.
Make sure your contact email in "Business info" does forward to your helpdesk. This email address controls your email notifications.
This is pretty simple in theory, but there's one major challenge. Not all accounts have the “Receive messages from other members” setting. Even if yours does have it, eBay will hide it if it matches your contact email. So, updating both your contact email and “Receive” email can get pretty complicated!
We've laid out a step-by-step process below. If you are able to get the “Receive messages” setting to appear, you’ll be able to use Classic Setup to get all your eBay notifications free. If not, you'll need to use Alternative Setup.
B2. Check Whether You Have “Send Messages” and “Receive Messages” Settings
Start by logging in to eBay. Next, mouse over your name in the upper-left corner and select "Account settings." Click “Communication Preferences."
You will arrive at the screen shown below. Click "Edit" in the "Delivery Options" section.
You may or may not see two settings: "Send messages to other members" and "Receive messages from other members."
If you see these two options:
Enter an email address that does not forward to your helpdesk in the "Receive messages from other members" field. It is very important to make sure this email is secure, but not connected to your helpdesk in any way. You do not want to receive emails of buyer messages in your helpdesk if you use ChannelReply.
If you do not see these two options:
You may not be able to complete this setup, so you may want to switch to Simple Setup or Alternative Setup. If you still want to try, continue to follow these instructions. The “Receive messages” option may appear after you complete the remaining steps.
B3. Make Sure Your Contact Info Email Address Forwards to Your Helpdesk
Open the "Personal Info" dropdown. Choose "Business info." (If you don't see "Business info," click "Personal information.")
Sign back in to your eBay account if prompted. Once you arrive at the screen shown below, find the "Contact info" section. Click "Edit" next to the "Email address" field.
Enter an address that forwards all messages to your Zendesk, Freshdesk, Gorgias or Re:amaze account, or a Help Scout mailbox. Follow the prompts to verify your new contact email address.
B4. Finish Email Configuration
If you edited your "Receive messages from other members" email address earlier:
You've finished configuring your email settings! You will now receive buyer messages only through ChannelReply. At the same time, eBay will deliver all your other email notifications directly to your helpdesk. Skip ahead now.
If you did not see "Receive messages from other members" earlier:
Make sure you have finished changing the contact email to a new address. If you did not change the contact email address, you must change it now. You can change it back right after you fix your "Receive messages from other members" setting.
Return to Account preferences > Communication Preferences. Click "Edit” in the “Delivery Options” section.
If you still do not see “Receive messages from other members,” then you will not be able to use Classic Setup. Switch to Simple Setup or Alternative Setup.
If you see "Receive messages from other members," click "Edit" next to it.
Change the "Receive messages from other members" address to an email that does not forward to your helpdesk. It should be a secure email address, but it must not be connected to your helpdesk in any way.
Congratulations—email configuration is complete!
B5. Configure ChannelReply API Notifications
By default, ChannelReply will deliver the following notifications to your helpdesk:
ChannelReply can also deliver New Order notifications and payment disputes. These are not enabled by default, though.
With these settings, you may get two copies of each Resolution Center and cancellation notification. One copy will come from ChannelReply and the other from eBay.
You can choose to receive our API notifications and auto-close duplicates from eBay. This lets you use the full power of all ChannelReply features for eBay, but takes a bit of extra work. Here’s what to do:
Contact our support team and ask for help filtering out duplicate notifications. Please tell them the ChannelReply tag(s) you created, the helpdesk you are using, and that you are using Classic Setup.
Our support team will then give you instructions on auto-closing your unwanted notifications.
Option B: Disable ChannelReply API Notifications
You can disable Inquiry, Case, Return and Cancel Order notifications to avoid receiving duplicates. This can also save you money, as Inquiry, Case and Return notifications count toward your monthly limit in ChannelReply.
However, without these notifications, you will not be able to view order data related to these important events in your helpdesk. You will also miss out on our Resolution Center Support and cancellation actions.
C. Alternative Setup: Filtering Duplicate Notifications
Pros: You can use this system to get all your one-way eBay notifications for free. It can work in any eBay account and in any helpdesk supported by ChannelReply.
Cons: Difficult setup requiring some research, help from ChannelReply staff, and use of automations. Email notifications delivered with this setup do not include data or actions.
Important Note:eBay does not allow your billing email address to be different from your contact email. If you use this setup, eBay will automatically send your billing emails to your helpdesk.
If you want to get all your one-way eBay notifications, and Classic Setup doesn’t work for you, then this is the last-ditch option. Here’s what to do:
In your eBay account, click on your name in the upper left, then go to Account settings > Business info. (If you don't see "Business info," click "Personal information.") Make sure your Contact Info email address does forward to your helpdesk. See step B3 above for help.
You will now receive duplicates of buyer messages and some notifications. Contact our support team and ask for help filtering out duplicate notifications. Please tell them the ChannelReply tag(s) you created, the helpdesk you are using, and that you are using Alternative Setup.
Additional Info
How to Enable or Disable ChannelReply eBay Notifications
To update your advanced eBay notification preferences, log in to ChannelReply and click “eBay.”
Then click “EDIT” under your eBay account.
Scroll down and you’ll see a section labeled “NOTIFICATION PREFERENCES.”
If the slider is moved to the right and green, it’s enabled. If it’s moved to the left and grey, it’s disabled.
Changes to the sliders are auto-saved. Just wait for the save confirmation to appear in the lower right to make sure the auto-save has succeeded.
All notifications listed here come with data in the ChannelReply app and custom fields. Depending on your helpdesk, actions like issuing refunds may also be available.
Info on ChannelReply’s eBay Notification Preferences
Messages
This setting controls eBay customer message delivery. Disabling this will prevent ChannelReply from delivering customer messages to your helpdesk.
These count toward your monthly message limit.
Inquiries / Cases / Returns (Resolution Center Support)
We refer to these as Resolution Center Support notifications. They come with a wide variety of actions in Zendesk, Freshdesk and Re:amaze.
Above: Issuing a refund on an eBay return notification in Freshdesk.
Resolution Center Support (RCS for short) is enabled by default. While this is active, we send you our own notifications about your eBay Resolution Center inquiries, cases and returns.
Zendesk, Freshdesk and Re:amaze users can perform actions on RCS notifications. For example, they can approve returns, issue RMAs and provide info required by eBay.
All ChannelReply users can also reply to RCS notifications directly. Your reply will go to the Resolution Center if possible. If the Resolution Center refuses to accept the message, we will deliver it straight to the buyer.
We recommend that you use Add Advanced Token if you plan on using RCS actions. Some RCS actions may not always work if you do not have the advanced token enabled.
Above: A New Order notification and an agent reply in Zendesk.
ChannelReply’s New Order notifications work a lot like eBay’s, but you can reply to them. That means you can message any eBay buyer who purchases from you, even if they haven't sent you a message. These notifications also show data in the ChannelReply app and support custom fields.
Our New Order notifications are automatically tagged with “neworder” to help you tell them apart from eBay emails.
Free: New Order notifications do not count toward your monthly message limit.
Please note that this feature is turned off by default.
Cancel Order (Free!)
Above: Approving a cancellation in Freshdesk.
ChannelReply can generate Cancel Order notifications whenever customers submit official cancellation requests.
You can use these notifications to approve or decline cancellations in Zendesk, Freshdesk or Re:amaze. Help Scout users have the option to approve cancellations, but not decline them.
These notifications also show data in the app and support custom fields.
Our Cancel Order notifications are auto-tagged with “CancelOrder” to set them apart from eBay emails.
This feature is enabled by default.
Payment Disputes (Free!)
These are critical notifications, and they do not count toward your monthly limit. We strongly recommend enabling them if you get all your eBay notifications through ChannelReply.
Payment dispute tickets display order info, but do not include actions at this time.
Our Payment Dispute notifications are tagged “PaymentDispute” to stand out from other notifications.
This action is disabled and greyed out by default. You must use Add Advanced Token (discussed below) to authorize us to deliver your payment dispute notifications.
Add Advanced Token
The advanced token allows ChannelReply to deliver Payment Dispute notifications. Adding it can also fix problems with Resolution Center Support actions, so we recommend it for most RCS users.
Adding an advanced token works just like authorizing ChannelReply during the initial integration. Simply click “Add Advanced Token.”
Sign in to your eBay account again when prompted. Then click “I agree” on the Grant Application Access page.
You’ll be returned to your ChannelReply dashboard. All your eBay notifications will now be automatically enabled, so be sure to return to eBay > EDIT and change your settings if desired.
Message Threading Options
If you have New Order or Cancel Order enabled, you will see "MESSAGE THREADING" below Notification Preferences.
This section gives you the options to thread buyer messages into New Order and/or Cancel Order tickets. These options are disabled by default.
Normally, if you have a New or Cancel Order notification and the buyer messages you, it will create a new ticket. You'll then have one ticket for the notification and another for your conversation with the buyer.
If you enable one of these options, buyer messages will thread into the ticket with the related notification instead.
If you enable both, Cancel Order tickets will be considered higher priority. So, if one order has both a New Order and a Cancel Order notification, messages from the buyer will thread with the Cancel Order ticket. They will not appear on the New Order ticket.
Experiment to find out what works best for you and your team. If you prefer to keep New Order notifications separated from buyer messages, for example, leave threading off. But if you prefer having fewer tickets, try turning it on instead.
Note that if you disable New Order or Cancel Order notifications, the related threading options will disappear. Your preferences will be saved in case you re-enable them in the future.
Notification Configuration Is Finished! What Next?
If anything is unclear or something isn't working as desired, please contact us.
Otherwise, congratulations on setting up eBay notification importing for your helpdesk! If you're looking to take your eBay support up another level, check out our other eBay advanced setup guides. You can learn powerful tricks like building autoresponders, using order data in canned replies and more. It's well worth the extra effort!
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