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All customer messages count toward your monthly limit. Your replies are always free.
You can send almost all standard Amazon, Walmart, Shopify, Etsy and Newegg notifications to your helpdesk for free. Most Back Market notifications and some eBay notifications count toward your limit but can be disabled. Special optional notifications (like Amazon/eBay feedback alerts) can also count toward your limit.
Yes. ChannelReply has no independent user interface. You must connect it to Zendesk, Gorgias, Freshdesk, Re:amaze, Help Scout, Zoho Desk or Kustomer to answer your messages.
Absolutely. ChannelReply was specifically developed to do just that! It pulls Amazon, eBay, Walmart, Shopify* Our Shopify integration is not available for Gorgias. and Newegg messaging into your helpdesk for faster, better support. Your responses will appear in the marketplace’s messaging system and count toward all SLAs and metrics.
Etsy does not allow any service to post messages from outside Etsy to Etsy Messages. However, if you see the customer’s email in the “Primary Email” field in ChannelReply, you can respond from inside your helpdesk. We will deliver your message as an email.
Yes! However, since Back Market agents now handle most support, your responses will typically be delivered to the agent rather than to your customer. The Back Market agent then decides how to resolve the issue.
Integrating your helpdesk and your first marketplace account takes about 15 to 20 minutes. Additional marketplace accounts only require a few minutes each.