Keep delivering a great customer experience by personalizing Feedback requests for orders you've received through eBay.

This help file will guide you through using snippets to personalize your eBay Feedback requests.

Before you start

 
  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.

Note: if you've connected Amazon to eDesk Feedback and would like to check the snippets for this marketplace, click here.
 
With eDesk's Feedback add-on, you can instruct eDesk to email your customers with a pre-written request for feedback. You create a Feedback request by putting your message into a Feedback template and setting up some conditions.

To read about eDesk's Feedback and how to create new Feedback requests for eBay orders, click here.

01 Personalizing with snippets

You can personalize any Feedback message by including customer snippets in the message template, which you can use to pull in information about the customer's order. 

To include a snippet, type # into the Message field to prompt display of a list of snippets, and click on a snippet in the list to insert it into your message.

Pro Tip: Typing # and then the name of the snippet will take you straight to that snippet in the list.

Here's an example of a message in the default eBay Feedback rule. It includes snippets for #customer_first_name#, #product_name# and #product_link# and also shows how entering # opens the snippets listing so that we can add the snippet #estimated_delivery_date#. When the message is sent out to the customer, the snippets will be replaced by the actual first name of the customer, the product name, a  hyperlink to the product page, and the expected delivery date.
Using snippets in Message rules

02 eBay snippets

eDesk provides a generic set of Feedback snippets, and you can also create your own custom ones. The out-of-the-box snippets that are available for eBay orders are:

  • #customer_full_name#
    The customer's first and second name, e.g., John Doe.
     
  • #customer_first_name#
    The customer's first name, e.g., John.
     
  • #customer_surname#
    The customer's second name, e.g., Doe.
     
  • #user_name#
    The customer's username, e.g., j_doe1234.
     
  • #order_id#
    The marketplace order ID, e.g., 123-4567890-1234567.
     
  • #marketplace#
    The Marketplace name, e.g., eBay.
     
  • #shipping_address#
    The delivery address for the order, e.g., The Cottage, 4 The Street, TheTown, Ireland, A12B35C6.
     
  • #billing_address#
    The billing address for the order, e.g., The Cottage, 4 The Street, TheTown, Ireland, A12B35C6.
     
  • #shipping_carrier#
    The carrier of the shipment, e.g., UPS.
     
  • #shipping_tracking#
    The shipment tracking code, e.g., 2Y88F42857152837588.
     
  • #ordered_date#
    The date the order was placed, e.g., 7 March 2021.
     
  • #dispatched_date#
    The date the order was dispatched, e.g., 8 March 2021.
     
  • #estimated_delivery_date#
    The date the order is expected to be delivered, e.g., 10 March 2021.
     
  • #product_name#
    The product name of the first order line item, e.g., GoPro HERO.
     
  • #product_sku#
    The product SKU of the first order line item, e.g., C9-GPH.
     
  • #product_id#
    Product marketplace id of the first order line item (ASIN), e.g., B0012345678.
     
  • #ordered_quantity#
    Ordered quantity of the first order line item, e.g., 1.
     
  • #product_price#
    Unit price of the first order line item, e.g., $129.99.
     
  • #shipping_price#
    The price paid for shipping, e.g., $0.00.
     
  • #total_price#
    Total order price, e.g., $129.99.
     
  • #product_link#
    Link to the first order line item's product page, e.g., https://www.ebay.com/itm/GoPro-HERO-4-4K-HD-Action-LCD-Touch-Screen-Camera-Camcorder/B0012345678
     
  • #feedback_link#
    Seller feedback link, e.g., https://feedback.ebay.com/feedback/leave-customer-feedback.html/?order=123-4567890-1234567
     
  • #excellent_feedback_link#
    Seller feedback link that has 5 stars selected by default. Use this snippet to encourage very positive feedback. E.g., https://feedback.ebay.com/feedback/leave-excellent-customer-feedback.html/?order=123-4567890-1234567
     
  • #order_link#
    Link to the customer's order on the marketplace website, e.g.,   https://www.ebay.com/myacc/summary/edit.html?orderID=123-4567890-1234567.
     
  • #store_link#
    Link to the channel's storefront page, e.g., http://www.ebay.com/abc/main?marketplaceID=&seller=
     
  • #unsubscribe_link#
    Link to an unsubscribe page, e.g., http://customer.xsellco.com/feedback/unsubscribe/
     
  • #channel_title#
    The name of your channel, e.g., MyStore (Ireland).
     
  • #channel_logo#
    The channel logo, which is the logo for your channel.

Note: If you include a snippet that is not supported by eBay, the snippet will not be replaced by the real value in the message. 

Further Readings


If you would like to find out more about eDesk's Feedback add-on, click here.

If you would like to stop eDesk from sending feedback requests for certain products, orders and customers, click here.