To get started, you must connect your eBay store to eDesk
If you have not yet done so, please click here for a step-by-step guide

01 Getting to Channel Settings

Select your avatar in the top right-hand corner
Go to Settings → Mailbox Settings → Channels

This guide will run through eBay channel settings

02 General Tab

eBay Access Expiry
  • This is the eBay token expiry date and the renew button
  • If an eBay message is getting a "Retry send" error, renewing the token usually resolves this
  • Be aware that the date will not always show as expired
Use optimistic shipping date calculation
  • When eBay provides delivery dates, they can use 1 of 2 methods to calculate the dates:
    • The earliest delivery time and the latest delivery time (making up the estimated delivery dates on the right-hand side)
    • The minimum shipping time which means the date shown is the ordered_at + minimum shipping time
    • However, if the minimum shipping time is used, the date given can often be greater than the earliest delivery time
    • Instead of this occurring, we use an Optimistic shipping date calculation option which means that only the earliest delivery time will be shown
Let eBay control my resolution / return case statuses
  • This option controls the updates from eBay on resolution cases
  • If the option is switched off, the ticket it will not reopen when the case receives update
  • If the option is switched on, the ticket will reopen each time there is an update received from eBay
Mark system messages as read when pulling from eBay
  • This option is on by default
  • This means that any eBay system message comes in marked as Waiting

03 Mailbox

Email from name (valid for external messages only)
  • This masks the "From" email address inside the Recipients email client
  • When the customer receives the email into their email client, they will see
Message signature
  • 1 of 3 signature types
  • Click here for a step-by-step guide on signatures 
Order URL
  • View this order in your own application
SLA response time (hours)
  • Enter the number of hours for the SLA 
Keep system messages in the same thread when applicable
  • Every system message will create a new ticket when unchecked
Associated tags
  • Any tag specified here will be automatically assigned to a ticket when it is received