Amazon

Follow this step-by-step guide to receive Amazon messages in your Replyco account by adding the Amazon Integration.

Access Rights needed: Main => Admin (View & Edit)

In order to begin receiving customer messages and order information from your Amazon stores(s), you'll need to configure both Replyco and Amazon with specific settings.

Please be sure to follow the instructions exactly as presented. You’ll be asked to open new windows in order to collect information to insert back into Replyco. DO NOT close the Replyco or Amazon windows, or tabs, until complete.

Amazon has several regions of presence. In order to cover a region, you need to integrate into Replyco your Master Seller account for that region. Here is an example: Amazon Americas: Integrating Amazon US will also cover CA & MX (you just need to update your Seller Profile & Notification Preferences with the Replyco email address generated for the US).

Amazon Europe: Integrating Amazon UK will also cover all European countries (you just need to update your Seller Profile & Notification Preferences with the Replyco email address generated for the UK).

Amazon Asia-Pacific: Integrating Amazon AU will also cover JP & SG (you just need to update your Seller Profile & Notification Preferences with the Replyco email address generated for AU).

Amazon Regions

Click on + Add Integration at the top right of the app.

Click on + Add Integration

Start

Select Amazon from the list of integrations.

Select Amazon

Step 1: Authorize

• Choose the country for your store and click Authorize.

DO NOT CLOSE THIS WINDOW.

Choose the country for your store and click Authorize.

• Amazon will open a new browser window. Log in to your account (if you're already logged in, you'll go straight to this page). Amazon will then ask you to confirm you understand that you're giving access to Replyco. Mark a checkbox & click Confirm.

A screen of helpdesk authorization. Mark a checkbox & click Confirm.

Step 2: Integration Name

• Enter Integration Name. This will be the name of this integration in Replyco.

• Click Authorize.

Enter the name of your integration and then click Authorize.

Step 3: Configure your Amazon Seller account

This is where you update your Seller Profile settings & Notification Messaging Preferences in Amazon. This is a very important step. Hang in there. We're almost done!

Visit Admin => Integrations (navigation panel on your left) and find your newly added Amazon integration there. Then click on it.

Visit Admin => Integrations and click on your new Amazon integration.

A pop-up window will appear. Scroll down to the bottom of it and you will find a Replyco generated email address there. It usually looks like [email protected].

Copy the Replyco generated email address by clicking the Copy icon.

Scroll down to the bottom and copy the Replyco generated email address.

Update your Reports Permissions

Visit Amazon => Orders => Order Reports => Add or remove order report columns => Enable ALL Optional Columns for Replyco.

Enable ALL Reports

Update Your Seller Profile settings

• Once the Replyco-generated email address is copied, go to your Amazon Seller Central page.

• Click on Your Seller Profile.

• Find a marketplace you would like to update and click Edit.

• Replace the Customer Service Email and Customer Service Reply To Email with the email address that you copied from Replyco.

• Click Submit.

Update your Seller Profile information with Replyco generated email address

You will need to repeat this procedure for each country you currently sell in.

Update your Notification Preferences

• Go to Settings > Notification Preferences.

• Scroll down to Update Messaging Preferences. Click Edit.

• Click on Add Another under each message type (e.g. Buyer Messages, Confirmation Notifications, etc.). Paste the email you copied from Replyco.

• Click Save.

Update your Notification Preferences with Replyco generated email address

Done!

Connecting more than 1 Amazon store? Be sure to log out of the previous store BEFORE beginning the Integration process again.

VIEW / EDIT

To see Integrations that have already been added, go to Admin > Integrations.

Click Admin => Integrations

A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced.

• A 🟢green status means that the Integration IS configured correctly.

• A 🔴red status means the integration is NOT configured correctly.

Amazon Feedback Requests

The ability to proactively seek feedback from Amazon buyers is vitally important to the health of an Amazon eCommerce business. That’s why we’re so excited to introduce Feedback Requests to you.

• Please note that this functionality is for Amazon integration only.

• You need at least one Amazon integration added to Replyco to set up these Automated Feedback Requests.

Access Rights needed: Main => Admin (View & Edit)

Access Rights needed: Main => Feedback (View & Edit)

Access Rights needed: Tools => Automation (View & Edit)

Here’s how it works.

Step 1: Create a feedback rule

Using the Amazon “Request a Review” template, sellers will be able to create a customisable set of rules to automatically trigger feedback requests.

The Feedback Rules section can be found at Tools => Automation.

Please note that you will need Admin access rights to view or edit.

Navigate to the Feedback Rules tab.

Click on the +Create Rule button in the upper right corner.

Visit the Feedback Rules tab and click on the +Create Rule button.

Include a Name for the rule.

Assign Affected Channels. You can choose 1 or more Amazon integrations.

Create a Schedule (days) by entering the number of days after the latest estimated delivery date. Once expired, the feedback request will be sent.

Exclude orders with active tickets by clicking the toggle button On or Off.

Exclude orders with open Cases by clicking the toggle button On or Off.

Click on Save. Only new orders will be affected.

Step 2: Monitoring

To view current and pending feedback requests, navigate to Feedback => Feedback Requests.

You can elect to manually send a request ahead of schedule or cancel if needed.

You can also Filter by Status by clicking on Pending, Cancelled, or Sent from the top of the list view.

Pending, Sent & Cancelled Feedback Requests can be found on the Feedback Requests page.

You may cancel a pending Feedback Request or send it right away.

Still have questions?

We're here to help! If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via:

Chat: Click on the chat icon (lower right of the App)

Email: [email protected]

Phone: US🇺🇸 [phone] | UK🇬🇧 [phone]