Connecting Amazon to eDesk will allow your messages and order details to flow into eDesk.

All messages will continue to be delivered to your Amazon message center also, and it will also update when you send messages from eDesk. 

Each of your Amazon channels has a specific eDesk email address, so if you have multiple Amazon channels be sure to follow these steps for each.

Authorizing eDesk

First, you'll need to authorize eDesk to allow your order data to flow into your mailbox and be matched with the customer messages you receive. eDesk is a trusted Amazon Technology partner and a member of the Amazon Developer Council, so all your data will always be safe with us. 

If you're already using an xSellco product such as Repricer or Feedback you can skip on to Setting up the mailbox.

Connect to Amazon - 20 seconds

Settings → Mailbox Settings → Channels → Add channel

  1. Select Amazon in Marketplace→ select the marketplace
    • Note: All regions will need to be added separately
  2. Select 'Connect Amazon'
  3. Log in to Seller Central
    • Note: eDesk will never have access to your login credentials
  4. Tick to accept Amazon’s MWS agreement

Setting up the mailbox

The next steps are required to set up your mailbox, so you'll be able to send and receive messages in eDesk. Your customer messages will continue to be delivered to your Amazon message center also, and it will also update when you send messages from eDesk.

Once you've completed the Amazon authorization you'll arrive on the mailbox configuration screen. At the top of the screen, you'll find your new eDesk email address. You'll need to copy and use it for all of the following steps.

01 Update Customer Service details in Amazon (Email Forwarding) - 30 secs

Setting up mail forwarding will allow messages to flow into eDesk.

  1. Navigate to Seller Information in Amazon
  2. Go to the marketplace that you’ve connected and click edit beside 'Customer service details'.
  3. Paste the new eDesk channel address you copied above into the fields 'Customer Service Email' and 'Customer Service Reply to Email'.
  4. Press 'Submit' to update Amazon and then return here to go on to the next step.

02 Add Alternative Address to Amazon (Add eDesk as a sender) -15 Secs

To ensure messages can be sent from your eDesk mailbox you'll need to add you new eDesk address to Amazon.

  1. Copy the new eDesk email from above again.
  2. Navigate to Messaging Permissions in Amazon
  3. Click '+Add an email address' and add your new eDesk channel address.
  4. Press 'Save' to update Amazon and then return here to go on to the next step.

03 Notifications Step 1(Update Returns and Claim Notifications) - 30 secs

This step will ensure you get all relevant Amazon notifications in eDesk. It's vital to complete this step for your messaging to work.

  1. Finally, navigate to Notification Options
  2. Scroll down to 'Return and Claim Notifications' and click on 'Edit'.
  3. Click the 'Add another' under 'Pending Returns' email address, and paste your new eDesk channel address.
  4. Repeat for 'Claims Notifications' and 'Refund Notifications'.
  5. Press 'Save' to update Amazon and then return here to go on to the next step.

04 Notifications Step 1(Update Amazon Messaging Preferences) - 30 Secs

This step will ensure you get all relevant Amazon notifications in eDesk. It's vital to complete this step for your messaging to work.

  1. Return to Notification Options
  2. Scroll down to 'Messaging' and click on 'Edit'.
  3. Click the 'Add another' under 'Buyer Messages' email address, and paste your new eDesk channel address.
  4. Repeat for 'Confirmation Notifications', 'Delivery Failures', 'Buyer Opt-out'.
  5. Press 'Save' to update Amazon.