ChannelReply
ChannelReply is a connector that brings marketplace customer messages into a helpdesk.
ChannelReply is a connector that brings marketplace customer messages into a helpdesk. It pulls messages and order details from eBay, Amazon, Walmart, Shopify, Etsy, Back Market, Newegg and WooCommerce, with Mirakl and Octopia in beta, into Zendesk, Freshdesk, Help Scout, Gorgias, Re:amaze, Zoho Desk, Kustomer or Onsite Support. It has no standalone inbox, so a supported helpdesk account is required. For eBay it uses the eBay messaging API and lets agents handle Resolution Center cases and refunds from the helpdesk. ChannelReply was founded in 2016 by Michael Dash and sold to Threecolts in 2022, and its website states that it is now part of Threecolts. Plans are priced by monthly customer message volume with unlimited agents, and a separate product, CR Feedback, automates eBay and Amazon feedback requests.
Key features
- Marketplace messages and order data inside helpdesk tickets
- eBay Resolution Center cases and refunds handled from the helpdesk
- Automated replies and business rules
- Unlimited agents on all plans
- Free plan for Shopify-only messages
- Separate CR Feedback product for eBay and Amazon feedback requests
FAQ
ChannelReply is priced by monthly customer messages, not by agent. Standard costs $39 per month for 200 messages, Pro $79 for 1,000 messages and Enterprise $199 for 4,000 messages, with extra messages at $0.05, $0.04 and $0.03. Paying annually lowers these to $31, $63 and $159 per month. Custom pricing is available above 10,000 messages a month, and a Shopify-only plan is free.
Yes. ChannelReply offers a 14-day free trial, and no credit card is needed to start it. The trial defaults to the Standard plan but gives unlimited messaging while it runs, so you can test real message volume from eBay and other marketplaces. ChannelReply also offers free setup calls and video tutorials. After the trial, paid plans come with a 30-day money-back guarantee.
Open Billing Details in your ChannelReply account, choose the subscription and click Cancel Subscription. You can cancel immediately, which ends the service and bills any overages at once, or cancel on the next renewal, which keeps the service running until the billing date. You can also ask support to cancel through the webform, and they usually do it within one business day. No new monthly or annual charges are billed after cancelling.
ChannelReply has a 30-day money-back guarantee. You can request a refund within 30 days (720 hours) of a payment, and it covers subscription and overage invoices. A cancellation refund closes the subscription and returns the money to your original payment method. Refunds outside the 30-day window are at the company's discretion. After a refund is issued, funds usually appear in 3 to 5 business days.
Yes. ChannelReply was founded in 2016 by Michael Dash, and in 2022 he sold it to Threecolts, a company that has bought several marketplace seller tools. The deal was reported as low eight figures, with ChannelReply earning seven figures in annual recurring revenue at the time. The product still runs under the ChannelReply name, and its website shows a banner saying ChannelReply is now part of Threecolts.
ChannelReply supports Amazon, eBay, Shopify, Walmart, Etsy, Back Market, Newegg and WooCommerce, with Mirakl and Octopia in beta and TikTok Shop available in a limited form for the US. Amazon covers more than 20 countries and eBay is supported globally. Messages are delivered to Zendesk, Freshdesk, Help Scout, Gorgias, Re:amaze, Zoho Desk, Kustomer or Onsite Support.
Yes. ChannelReply has no user interface of its own for answering messages. You must connect it to a supported helpdesk, and replies are written inside that helpdesk. Most helpdesk plans work, but some need a minimum tier: Freshdesk Growth or higher, Zoho Desk Standard or higher and Help Scout Standard or higher. Onsite Support subscribers get ChannelReply included at no extra cost.
Customer messages that arrive from connected marketplaces count toward your monthly limit. Your replies are always free, and Shopify messages are free. Most standard marketplace notifications do not count, but optional notifications that you choose to receive usually do. If you go over your plan's limit, extra messages are billed at the overage rate for your plan, from $0.05 each on Standard down to $0.03 on Enterprise.
ChannelReply's contact page has a webform for support, demo requests and sales questions. The FAQ says email support is available Monday to Friday, and customers can book free setup calls and a consultation. There is also a help center with setup and how-to articles and a searchable FAQ. Cancellation requests can also be sent through the webform and are usually handled within one business day.
Other tools that handle marketplace customer messages include eDesk, which has its own inbox, and ReplyManager, as well as helpdesks with native marketplace apps such as Gorgias. eBay sellers who want messages, feedback and order tools in one place also look at 3Dsellers, which includes an eBay helpdesk. The main difference is that ChannelReply works inside an existing helpdesk instead of providing a separate inbox.
Use 3Dsellers instead
3Dsellers is a listing, order and customer service platform for eBay and other marketplaces.
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