Amazon, eBay, Back Market, Newegg, Etsy & Walmart by ChannelReplyUpdated 2 months ago

ChannelReply allows you to respond to eBay, Amazon, Back Market, Newegg, Etsy, and Walmart buyer messages from Gorgias.

How it works

Each marketplace inquiry will create a ticket in Gorgias, and display order information next to it, as you can see below:

Here is the list of types of requests that are available:

Amazon

• Receive and answer Amazon messages in threaded tickets
• Mark messages as “No response needed” without logging in to Seller Central
• Support Amazon on the same screen as Shopify, eBay, Walmart, Etsy, and more

eBay

• Give each agent their own Gorgias login
• Start conversations with any eBay buyer who purchases from you
• Answer questions in a click using macros rich with order details

Back Market

• Create dozens of Back Market order placeholders for Gorgias macros
• Use ChannelReply’s in-app actions to issue refunds and validate orders
• View all your order info on the same screen as the message you’re typing

Walmart

• Reply to buyer messages and even escalations directly from Gorgias
• Monitor team performance with Gorgias’s sleek reports
• Get every piece of data an agent could ask for, including tracking ID and order status

Newegg

• Receive and answer messages from Newegg, NeweggBusiness, and Newegg Canada in Gorgias
• Protect your Newegg Response Rate measurements with direct replies and even auto replies
• Get detailed insight into multi-package orders with specifics like which items are in which package

Etsy

• Pull Etsy order info into your Gorgias macros—no more typing in tracking IDs or delivery dates
• Answer customers by email from inside Gorgias or use the “Reply on Etsy” link to jump straight to the conversation on Etsy
• Integrate unlimited Etsy stores with your Gorgias account

ChannelReply's pricing starts at $31 per month by the way!

Setup instructions

If you are not signed up with ChannelReply please follow the steps below: 

• Sign in to ChannelReply or
• Start your free trial here

Then, choose Gorgias as your helpdesk, either during initial setup or from your ChannelReply dashboard: 


If you do have a ChannelReply account, please follow the steps from this video: 

1. In your Gorgias account, copy the URL on any page.
   
2. Paste this into the “Gorgias Domain” field in your ChannelReply account. Everything will be auto-removed except the part unique to your Gorgias instance. For example, after we pasted in https://channelreply.gorgias.com/app from our Gorgias account, everything except “channelreply” was removed.
   
3. Next, enter your Gorgias login email in the Gorgias Account Email field. If you're not sure you remember it, you can find this email address in Gorgias. Click your name in the lower left and choose "Your profile."
   
4. You can then copy your login email from the "Your email" field.
   
5. Paste it into the "Gorgias Account Email" field in ChannelReply.
   
6. Once both fields are filled in, click “AUTHENTICATE.”
   
7. If the details you entered are correct, “AUTHENTICATE” will change to “AUTHENTICATED” as the testing completes. Green checkmarks will also appear next to each field.
   
8. The page will then be refreshed, and you'll automatically be redirected to the success screen shown below.
   

You're all set!🎉

ChannelReply Auto-Replies

We also support setting up auto-reply rules for your ChannelReply integration! This is a pretty convenient way to automate these tickets. Once an auto-reply is triggered there will be an internal note added inside a ticket for scheduling the response. Please check out more detailed instructions here. 
If the agent responds to the ticket before the scheduled time, the auto-response won't be sent, so please just keep that in mind.

If you'd like to see even more details, check out this super helpful YouTube playlist with demo and setup videos.

When it comes to auto-reply rules in general, the ChannelReply team has recently changed the channel from API to email for all new messages. The 'via' parameter is still being used with API. If you need to use channel:API to identify ChannelReply messages, the best option is to use their tags system instead.

Troubleshooting

Amazon messages stop flowing as tickets to my Gorgias account.
To resolve this please follow the steps below:

1. Sign in to ChannelReply.
2. Click the Amazon tile on your dashboard.
3. Find the affected Amazon account/marketplace. Mouse over its email address and click “Copy email.”
4. Visit Amazon Seller Central.
5. Check that the dropdown at the top of the page has the correct country selected. It must be the same as the country you copied from in ChannelReply.
6. Scroll down to Messaging.
7. Make sure “Buyer Messages” and “Delivery Failures” are both checked.
8. Confirm that both Buyer Messages and Delivery Failures are set to the email you just copied from ChannelReply. (It will always end in @channelreply.email.)
9. Make sure neither field contains any other email addresses that might forward to your Gorgias account.

*Note: We can currently only pull buyer messages from Amazon, so if you respond to a customer directly from Amazon, those messages (your replies) won’t be pulled into Gorgias.

Amazon, eBay, and most other major marketplaces do not allow seller messages to be pulled through the API, but only buyer messages. To make sure all their messages appear in both Gorgias and Seller Central, you should always reply to their messages from inside Gorgias.

FAQs

Can I pull Amazon emails through ChannelReply?

Absolutely! ChannelReply is fully compatible with Amazon Buyer-Seller messaging. You can respond to any message an Amazon customer sends directly to you, the seller.

Is it possible to mark an Amazon ticket as 'no reply needed' directly from Gorgias without sending a reply?

Indeed, in the customer sidebar for your Amazon integration, there will be a link for marking the conversation as no response needed. As soon as you click on that link, an internal note will show up inside the ticket confirming that the conversation is marked as 'no response needed'.

Why are my eBay tickets separating into new tickets every time the customer replies?

There might be some settings in your mailbox that you will need to adjust. Please check out the following tutorial:

When replying to Amazon tickets from Gorgias, signatures are not sent properly or totally missing, why?

This is actually intended behavior - Amazon often collapses or removes signatures to prevent the thread from becoming too cluttered. The signature may still appear properly in the email Amazon sends to the customer, but it won't be visible in Seller Central.