Frequently Asked Questions

Will I be billed automatically at the end of each month/year?

Yes, we will extend your term for you unless notified by you.

How do I cancel my plan?

If on a monthly plan, you can cancel at the end of your monthly cycle.

Is tax included in all the prices?
It isn’t. Additional taxes may apply depending on your state, province or country.
Does the price change as I add users?

The subscription comes with 3 users included. You can add more anytime for $59/user.

How do i contact sales or support?

You can contact [email protected] for all sales and support inquiries.

Can I really answer all my messages from Amazon, eBay, Etsy, Back Market, Newegg,
Shopify & Walmart in my helpdesk?


ChannelReply brings all your Amazon, eBay, Etsy, Back Market, Newegg and Walmart messages into your helpdesk. That helpdesk can be Zendesk, Freshdesk, Help Scout, Gorgias, Re:amaze, Zoho Desk, Kustomer, or Onsite Support. You can help all your customers much faster when you have all your messages on one screen!


We also support Shopify messaging for all supported helpdesks except Gorgias. (Gorgias already comes with the world’s best Shopify integration, so we don’t try to compete with them there!)


You can answer all messages from Amazon, eBay, Etsy, Back Market, Newegg, Shopify and Walmart from inside your helpdesk.


Your responses to Amazon, eBay, Newegg and Walmart messages are posted to the marketplace’s messaging system. That way, your messages count toward all requirements like Amazon’s 24-hour response time SLA.


Since Shopify messages arrive by email, your Shopify replies are delivered by email, just as the customer would expect.

Etsy and Back Market work a little differently, though.


The Etsy API does not allow anyone to post replies to Etsy Messages from outside Etsy. However, you can still respond to any message where ChannelReply can identify the customer’s email address. This includes all order-related tickets. In such cases, we’ll deliver your responses directly to the Etsy customer’s email address.


If you want your messages to count as replies within 24 hours on Etsy, you’ll need to respond from inside Etsy. You can jump directly to the correct conversation using the Reply on Etsy link we include with each ticket.


Back Market messages are now answered by Back Market staff in most cases. However, you will still sometimes receive messages from Back Market agents and customers. When you reply to a Back Market ticket, your message is delivered to the Back Market agent responsible for solving the issue. They can then decide whether to send your message to the customer or to solve the problem their own way.

What countries/marketplaces does ChannelReply support?

We support the following marketplace regions and countries:

Amazon: We currently support the United States, Canada, Mexico, Brazil, the United Kingdom, France, Germany, Poland, the Netherlands, Belgium, Spain, Italy, Sweden, Turkey, Egypt, the United Arab Emirates, Saudi Arabia, India, Singapore, Japan, and Australia. Let us know if your country isn’t listed here and we’ll do our best to make it available!

eBay: We support eBay globally. No matter which eBay site you sell on, ChannelReply is compatible.

Back Market: We support Back Market Europe and Back Market America.

Newegg: We support Newegg, NeweggBusiness and Newegg Canada.

Shopify: We support Shopify globally.

Walmart: ChannelReply is fully compatible with Walmart USA. For Walmart Canada, we support messaging, but we are temporarily unable to provide data or actions on Canadian tickets as we adapt to their new API.

Etsy: We support Etsy globally.

We support helpdesks universally, no matter where you’re located.

Can I cancel orders using ChannelReply?

If you use Zendesk, Freshdesk, Re:amaze, Zoho Desk, Kustomer, or Onsite Support, you can use ChannelReply to cancel orders on certain tickets:

  • Most Shopify tickets.
  • Most Walmart tickets.
  • Some Newegg tickets.
  • Official eBay cancellation requests delivered by ChannelReply.
  • Back Market tickets about orders that have not yet been validated.

In Help Scout, you can approve eBay cancellations. However, no other cancellation actions are available in Help Scout.

Please note that orders can’t be cancelled from Gorgias, or on Amazon or Etsy tickets.

Can I issue refunds using ChannelReply?

If you use Onsite Support, you can use ChannelReply to issue refunds on certain tickets:

  • Most eBay Resolution Center cases and official eBay return requests.
  • Most Shopify tickets.
  • Walmart return notifications generated by ChannelReply.
  • Most Back Market tickets.
Can I create my own tags for managing tickets in my helpdesk?

Of course! No matter which helpdesk you use, you can create tags for each selling channel from inside your ChannelReply account. See “Creating and Using ChannelReply Tags.”

Every eBay, Etsy, Back Market, Newegg, Shopify or Walmart account you connect can have its own unique tag. This tag will appear on every message from that particular selling account.

For Amazon, we get even more granular, and you can create a separate tag for each Amazon marketplace and/or brand you connect. For example, you could have different tags for Amazon Brand 1 in the US, Amazon Brand 1 in Canada, and Amazon Brand 2 in the US.

How often are messages sent/received?

All Amazon, eBay, Etsy, Newegg, Shopify and Walmart messages are sent and received immediately. Messages from Back Market are received once every 5 minutes, but your responses are delivered instantly.

Some kinds of Amazon messages aren't coming through. What do I do?

By default, ChannelReply will only process your Amazon buyer messages. (It will also process your delivery failure notifications if you began setup after December 19, 2022, 9:00 AM EST.) All other messages, like order notifications, can be forwarded from Amazon to your helpdesk’s mailbox.

Some kinds of eBay messages aren’t coming through. What do I do?

On accounts connected after March 29, 2022, we deliver virtually all eBay notifications by default. We also generate eBay feedback notifications.

The only notifications that ChannelReply does not deliver by default are:

  1. New Order notifications.
  2. Payment Dispute notifications (these require additional authorization beyond our default setup).
  3. System notifications about returns that our users widely reported as unhelpful.

All notification types, including the three above, can be enabled from inside your ChannelReply account. Simply log in and click eBay on the dashboard, then hit “EDIT” under any connected account. You’ll find these options under Notification Preferences.

You can also disable any notifications you don’t want to receive. For example, many users choose to disable positive feedback notifications.

You can learn all about managing your notifications with ChannelReply in our eBay notifications guide.

How long does ChannelReply integration take?

Integrating your helpdesk and your first marketplace account takes about 15 to 20 minutes. Additional marketplace accounts only require a few minutes each.

Are my conversations with customers threaded?

Yes. All messages delivered by ChannelReply appear in a threaded, easy-to-read format. With your customer’s messages and your replies all in one neatly organized conversation, it’s easy to provide world-class support.

Note about Shopify: Shopify messages are delivered through standard email instead of the ChannelReply API. This means we do not change the threading of Shopify tickets. However, all helpdesks are built to thread emails, so Shopify messages thread correctly by default.

Can I use multiple marketplace (like Amazon) accounts with a single helpdesk account?


  • All ChannelReply plans allow unlimited Etsy, eBay, Back Market, Newegg, Walmart and Amazon integrations.
  • Unlimited Shopify integrations are also supported.
Our eBay email address is different than our customer support email address, will this be an issue?

Not at all. In fact, we recommend this! We use eBay’s messaging API, so all your messages will be sent/received directly via your helpdesk regardless of email settings.

If your eBay email address is the same as your support address, you can actually end up with duplicate messages after activating ChannelReply. Our eBay setup walkthrough explains how to avoid this problem.

What kind of information is included with an Amazon message when it arrives in my helpdesk?

ChannelReply pulls in everything you might need: order ID, ASIN, items ordered, amount paid, buyer’s language, a link to the order on Amazon, and more. 

What kind of info is included with Etsy messages?

ChannelReply can show over 40 order details on messages about Etsy orders, including:

  • Order ID
  • Tracking Number
  • Buyer Message (any note left by the buyer when they placed their order)
  • Item Title
  • Expected Ship Date

When a customer messages you via an item’s listing page, we can provide more than 60 datapoints, including:

  • Item Title
  • Listing ID
  • Listing URL
  • Personalization Instructions
  • SKU

For a full list of all the info we can provide on Etsy tickets, please see our Etsy integration announcement.

What kind of info is included with Back Market messages?

We can provide more than 55 order details on Back Market messages. A few of the most important details include:

  • Order ID
  • Tracking ID
  • Shipping address
  • Item name(s)
  • Delivery note

Want to see all available details? Check out our Back Market integration announcement.

What kind of information is included with an eBay message when it arrives in my helpdesk?

In short: everything you need. ChannelReply pulls in the eBay username, items ordered, amount paid, shipping address, tracking ID, and a link to the item, among other things. If the eBay user is a current customer, ChannelReply will even be able to give you the customer’s name, and often their real email address.

What kind of info is included with Newegg messages?

We can provide well over 50 order details with each Newegg ticket. Some of the most important are listed below:

  • Order ID
  • Order status
  • Tracking numbers for each related package
  • Item title for all items ordered
  • Multiple tax fields, including sales tax, VAT, and duty

Learn all the details we can provide in our Newegg integration announcement.

What kind of info is included with a Shopify message when it arrives in my helpdesk?

Our Shopify integration is designed to outperform the basic Shopify support apps. One of the ways it does that is by providing info that other apps don’t, including the following:

  • Order date
  • Item SKU
  • Tracking number
  • Shipping service (e.g. USPS, DHL, FedEx)
  • Delivery level (e.g. Standard, Express, etc.)

It also provides everything else you’d expect, like items purchased, buyer’s name, shipping address, etc.

Onsite Support also supports robust Shopify actions like refunds and cancellations. You’ll be able to handle almost any request without leaving your helpdesk!

What kind of info is included with a Walmart message when it arrives in my helpdesk?

We make sure you never need to check Walmart for more info before answering a question. The ChannelReply app will show you all of the following and more:

  • Order IDs
  • Order status
  • Shipping address
  • Estimated shipping and delivery dates
  • Tracking ID and URL
  • Buyer name and email

There are too many details to show here! A full list is available in our Walmart integration announcement.

Can I solve eBay Resolution Center Cases and/or Returns in my CRM?

Yes! You can manage eBay Resolution Center inquiries, cases, and returns from Onsite Support. Issue a refund, provide required info, or even appeal a closed case without logging into eBay.

More info is available in “How Does eBay Resolution Center Support Work?

Don’t like the idea of your agents having that much power? No worries, you can disable our Resolution Center notifications from the eBay page of your ChannelReply account.

Can I use the reporting features in my helpdesk to report on custom fields, such as Item Title?

Yes, in most cases, it’s possible to do this if you have one of your helpdesk’s higher account levels. For example, we cover how to do this in our guides to custom fields for  Onsite Support.

Do you provide installation assistance, account setup, and an intro tutorial on how to use the service?

Yes! We have built-in video tutorials for setting up every integration, so most of our customers never need setup help. But we do indeed offer free demos, setup support calls and more on request. You can schedule a free call here.

Our support team is also always happy to provide email support and is available seven days a week. Contact us anytime!

Can I use macros / saved replies / canned responses / templates / snippets / workspace shortcuts to answer my messages?

Absolutely! We encourage the use of canned replies in handling your marketplace messages. 

Onsite Support users can use order data in canned repliesSee our article on custom fields for more info.

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