You can import one-way communications from eBay directly to your helpdesk. Here's how:
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 registered email address.
Currently, eBay does not allow your billing email address to be different from your registered email address. This means that if you follow the instructions above, eBay will automatically send your billing emails to your helpdesk.
If you are using ChannelReply, never enter an email address related to your helpdesk in the Communication Preferences field "Receive messages from other members." Use any secure email address that does not forward to your helpdesk; see "Duplicate Tickets from eBay" for the reason why. Only your registered email address needs to forward to your helpdesk.
Buyer messages don't need to be forwarded over email because ChannelReply delivers them straight to your helpdesk by API.
ChannelReply has two types of advanced eBay notifications: Resolution Center Support and New Order notifications. These are both optional.
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, such as approving returns, issuing RMAs and providing information 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.
See our article on Resolution Center Support for detailed information on these advanced notifications.
Please note that RCS notifications count toward your monthly message limit.
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.
Unlike RCS, New Order notifications do not count toward your monthly message limit.
Please note that this feature is turned off by default.
ChannelReply’s advanced notifications may sometimes duplicate eBay emails. Fortunately, you can disable some of eBay’s notifications from inside your eBay Communication Preferences:
You can also disable Resolution Center Support from inside ChannelReply if desired.
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.”
Here’s a quick explanation of the settings:
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 confirmation notification to appear in the lower right to make sure the auto-save has succeeded.
Need help or clarification? Contact us here.